If you have read any social business articles, whitepapers or blogs lately you probably read that you need to have a plan, deploy the technology and engage the users. Such advice barely scratches the surface.
It fails to advise how to plan, how to deploy and how to engage. It is like describing the ingredients to a gourmet dessert but failing to explain how to make a mousse.
What guides successful planning, deployment and engagement is something much fuzzier and difficult to nail down: empathy.
For more on this, see the full article at Social Business News