Awesome article. We had a software sales rep in our district the other day doing a presentation to our Admin group. While he was sharing, I looked up his product and company, and also tweeted an inquiry about others who use their product. I got some great information to help our decision, but felt a little guilty that he may have thought I wasn't attending fully to his message. I like to think that I filled in the gaps of his presentation.
The four tenets of the community manager:
Community AdvocateBrand EvangelistSavvy Communication Skills, Shapes EditorialGathers Community Input for Future Product and Services
Very interesting article.