• When I moaned that Coffee Lounge's wifi was unreliable and their coffee pretty poor, Urban Coffee Co tweeted me, luring me over with a free croissant.
• When I tweeted a whinge that a Virgin Wines / uSwitch freebie case of wine I'd received was pretty poor, Naked Wines contacted me with an offer on a case of much better wine that was pretty hard to refuse.
• When I fired off a 140 character rant about a shitty coffee in Pret, they @ replied me back asking for an address. On Friday I got a £5 gift card and a handwritten note of apology.

This may be of interest to some of my contacts and students. It's a report on social media in PR and comms agencies, based on interviews with industry bods. I've only skim read it, so this is not an endorsement of the content or the methodology, but there seems to be some interesting points raised and if nothing else then, for me, it gives me an insight into how established industries are thinking about social media in terms of their existing business models

The report was written produced by Watson Helsby