Once upon a time companies and brands simply being in the social media space was considered a surprising feature or nice-to-have. Today’s consumers have higher expectations and are looking for more defined forms of engagement.

The majority of new media participants believe that brands should have a presence in the space, interacting with consumers as needed or by request only according to a development supported by research from Cone, a strategy and communications agency engaged in building brand trust.

While actual contact with brands is still mainly focused through more traditional channels such as email and websites compared to social networks, the split is not as big as it used to be. (more…)