I heard a client talking about the use of YouTube to support a 24×7 contact center. She records a message every week that goes out to everyone, and they can watch her deliver the message by following her. It sounds like it goes over much better than the dreaded weekly e-mail full of bits and pieces, and it gives her a way to connect with an audience in a more personal way.  Really forward thinking, and coming from a woman in her late 40s who works at a very traditional company.  It made me rethink some of my assumptions about how to best use social media as a tool.