Qualified respondents met the following criteria
· Reside in the United States or United Kingdom
· 18 years of age or older
· Employed full-time
· Manager title or above
· Work within social media marketing, customer service/customercare, or communications/public relations functions
· Involved in the decisions about social media strategy andmarketing for their respective functions and businesses
· Work for companies which currently use social media as anexternal communications channel
Percentages may not add up to 100% due to computer roundingand/or the acceptance of multiple responses.
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