Chris Brogan discusses what he calls, The Serendipity Engine, at Web 2.0 Expo NY 09.

Some takeaways:

  • Social media tools allow brands to acknowledge consumers and say, “I see you. There is a person there.”
  • There is the potential in social media, particularly Twitter, for the serendipitous creation of connections and opportunities.
  • Listen far more than time than you spend worrying about what to say.
  • Use the 12 to 1 ratio. “Spend 12 times talking about other people as you do yourself.”
  • Drive social media tools deeper inside organizations.