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We often say that social media is a conversation, and what we mean by that is unlike traditional broadcast and print mediums, which are often one-directional, social media is very much a two-way channel. Not only can businesses communicate with their customers, but their customers can communicate with them and with each other, as well. By and large, this type of communication is a good thing - businesses can form more personal relationships with customers and customers can become part of a community around the brands and businesses they want to support.
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