| A | B |
|---|
| blog | Online journals |
| brand communities | interest form about a product |
| brand socialization | how companies engage with stakeholders |
| community Q&A | vistors answer questions |
| content curation | someone with interest republishes material |
| email signature | file containing persona information that appears at end |
| instant messaging(IM) | message created online tha appear instantly |
| microblog | blog restricted in size |
| podcasting | audio/video files distributed onine via RSS |
| podcasting channel | series of podcasts on theme |
| social media | media-channel where stakeholders share information |
| tagging | descriptive words |
| text messaging | short messages on phones |
| user-generated content (UGC) | users, not owners, contribute content |
| adjustment | settlement |
| claim | complaint made when dissatisfied |
| condolence letters | brief written message to comfort |
| news release | document to share information |
