How do you know you are fully engaged with all of your social networks? This turns out to be a difficult question to answer. And as we try to resolve complaints from customers on Twiter and Facebook, we also need to track mentions across other networks and develop consistent workflows and processes to respond and measure these involvements.

Luckily, there are tools available for these tasks, and you can read my article in ITWorld here that reviews many of the issues involved before purchasing one.