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This presentation is part information management, part online persona, and part marketing. It's intended to be an overview of what 21st century graduates should be aware of in terms of online behaviors and trends.

Content used for Mathieu's presentation in Brenda's class, Spring 2012.

"Social media can be a great way of increasing brand awareness, customer engagement and long term loyalty and generating a short term boost in sales, but it's also a potential minefield and in the worst case, a bottomless pit into which you endlessly shovel money with nothing much to show for it."

In order to track what is being pinned from your site, and to engage with those pins further, try funneling that Pinterest content into a handy RSS feed.

"Before preparing to tackle the wide array of topics, questions and issues that your customers will pose, it's important for the social media team to understand the different types of complaints and work out how to respond to each."