This document discusses best practices for customer service on social media. It recommends engaging customers on the social networks they use like Twitter, Facebook, and Google+. It suggests integrating social customer service across marketing, PR, and operations. Companies should promote their social media channels and commit to responding to customers over the long term. The document provides examples from KLM Airlines and NSB that respond to over 90% of customer queries on social media. It also offers tips for crisis management and recommends tools for workflow, monitoring, and automation.