Via delegation from owners to a governing body, who authorize organizationalcapabilitiesto take actions to create and support the outcomes to consumers.

Via good planning in the higher levels of the organization, where it is critical that there is a clearly stated mission and vision with key objectives defined.

Via organization-wide gatherings once or twice a year, where owners/stakeholders present the mission, vision and objectives, and take feedback from employees.

Via performance contracts between an employee and his or her manager, making everybody responsible for part of the strategy.

Joining social groups and actively communicating with them

Knowing social media and what people or situations can influence us

Social awareness and relationship management

Social content management and using social techniques

Create the service blueprint

Create the solution

Define consumer needs

Gather requirements