Most social networks use groups to help you find people with similar interests or engage in discussions on certain topics. A primary focus of groups is to create interaction between users in the form of discussions. Most social networking websites support discussion boards for the groups, and many also allow members of the group to post pictures, music, video clips, and other tidbits related to the group.

Friends are trusted members of the site that are allowed to post comments on your profile or send you private messages. You can also keep tabs on how your friends are using social media  networking, such as when they post a new picture or update their profile. Friends are the heart and soul of social networking. This is where you tell the world about yourself. Profiles contain basic information, like where you live and how old you are, and personality questions. Social networks dedicated to a special theme like music or movies might ask questions related to that theme. As if that’s not muddy enough, 17 percent said their employers had issued informal guidelines, while only 10 percent offered social media training to employees. If employees across all companies, across all generations, will be using social media as part of their job, then its best for companies to embrace it.

As a marketing tool, social media seems to get bigger by the day, but for customer  social media service, the numbers are still pretty modest.  According to a recent survey, a huge share of companies, 41.2 percent, use social media to answer five percent of their customer service issues or less. Not even a fifth of the companies surveyed—17.7 percent—said they use social media to address a quarter or more of their customer service issues.

Business leaders tend to think of social media as strictly a marketing channel so they’re not pressuring customer service teams to jump onboard. At the same time, customer service departments aren’t clamoring to change the traditional call-center approach to customer service.