Palestra realizada durante o Congresso HDI Brasil de 2012 sobre suporte técnico (help desk e service desk) em ambientes de redes sociais.

2. http://www.flickr.com/photos/puuikibeach/3991552331

3. http://www.flickr.com/photos/24890198@N05/2352874700/

4. http://www-03.ibm.com/ibm/history/exhibits/brazil/images/brazil_01.jpg

7. http://www.gentispanel.com.br/

8. http://www.gentispanel.com.br/

17. http://www.paginadogaucho.com.br/cart/

30. http://www.flickr.com/photos/marcoaurelio13130/4986366819/sizes/l/in/photostream/

31. http://www.flickr.com/photos/marcoaurelio13130/4986366819/sizes/l/in/photostream/

35. Fonte:
http://www.dreamsystemsmedia.com/blog/social-media-statistics-of-the-day/

36. Fonte:
http://www.dreamsystemsmedia.com/blog/social-media-statistics-of-the-day/

37. Fonte:
http://www.dreamsystemsmedia.com/blog/social-media-statistics-of-the-day/

44. http://www.flickr.com/photos/ruralsprawl/4294457566

52. http://www.theinvisiblegorilla.com/

54. http://www.flickr.com/photos/65978965@N07/6028131954/

62. http://www.flickr.com/photos/bridget_dercs_photos/5716142038

63. Telus International: social care / white paper
Adapted from the U.S. Air Force Blog Triage & the Altimeter Group Social Media Triage

65. http://www.flickr.com/photos/dellphotos/5242001436

70. http://www.facebook.com/dell?sk=app_162706693848169

71. http://www.facebook.com/dell?sk=app_162706693848169

76. www.youtube.com/watch?v=ZI31liquBKk

77. http://www.youtube.com/watch?v=8mzgGv9nSMo

81. http://www.dicaswin.com.br/

82. http://www.zipline.com.br/blog