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As Doc Searls once said, “There is no market for messages.”  This is a hub between the company and its customers. It’s the new customer service, fusing marcom, PR and customer relations, all in one department.

Google just unveiled a bunch of new features. You can see them for yourself in the embedded presentation above, which itself is one of the additions.

According to a new white paper from the Council of PR Firms, in the next five years, “social media must become part of the way public relations practitioners do business or they will become obsolete.” From “Relating to the Public: The Evolving Role of Public Relations in the Age of Social Media,” available as a PDF here.