6 Social Media Guidelines,

in instructional activities.

1) Continuous Improvement Through Social Learning

Keep Improving the customer experience by creating a culture where learning through others and knowledge sharing are the norm.

2) Community Building

Whether for idle chatter, to catch up with friends and family, or to connect with others around a shared hobby or interest, social networking platforms are great for keeping up with the people in our lives (strong ties) as well as com- municating broadly with people we only seem to know online (weak ties). The groups with whom we share online are communities, much like the com- munity you are part of at home.

3) Collective knowing

To identify the knowing or doing gaps in an organization, we have to recognize when collective knowledge activities emerge from internal communities.