A new book has recently been published by IGI Global, in the area of customer relationship managent (CRM). Titled "Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus" the book provides an overview of the field of the Semantic Web, the social Web, and CRM through a careful collection of various research studies from different subfields.
Edited by Ricardo Colomo-Palacios (Universidad Carlos III de Madrid, Spain), João Varajão (University of Trás-os-Montes e Alto Douro, Portugal) and Pedro Soto-Acosta (University of Murcia, Spain), the book provides a forum for the exchange of research ideas and practices, while being a reference point for professionals, managers, and researchers in the CRM, ICT and management fields. The book also aims to explore the opportunities and challenges for organizations in the light of citizens having augmented presence in Web 2.0, by utilising new technologies, including those of the semantic web.
Within this framework, together with colleagues from University of Aegean and Fraunhofer FOKUS, we present the recent developments and propositions for utilisation of Social Media within the governance context. Our chapter "Systematically Exploiting Web 2.0 Social Media in Government for Extending Communication with Citizens" presents the perspective and offerings of the PADGETS project - an innovative attempt to combine Social Media, Text Analytics and Simulation in collaborative public policy making.