This document discusses social media and provides guidance for developing a social media strategy and engaging employees. It defines social media as online communities used for sharing content and making connections. It notes that over 400 million people use social media daily, including over 75 million through mobile devices. The document stresses that developing trust with customers and employees is important for social media. It provides tips for pilot programs, training employees, mapping processes, setting up organizational models, promoting knowledge sharing, establishing policies, ensuring cultural fit, and shifting to more networked communications.