It’s true that communication within social media works in a particular - albeit not peculiar - way. Hence, companies need to think carefully about whom they want to reach – and with which social media – if they want to avoid the risk of looking naïve or even of being publicly pilloried on the web. Once that’s been defined, they’ll find it much easier to decide on the topics they want to communicate, the type of language to be used, and the processes, resources and media formats – such as text, audio and video – for the content.