1. Face2face on the web : What makes you human on the Web? ; Transform your organization into a Face2face organization
2. Face2face communication : Two bloggers ; How to make your blog human ; Communicating via social networks
3. Face2face with cameras and video : Face2face via pictures ; Face2face via videos ; Photos, videos, and organizations
4. Community connections : Meet people and make community connections ; Make Twitter, Facebook, and community connections ; Be human in status updates
5. Face2face listening : What is listening? ; Why listen? ; Listening tools ; What to listen for? ; When is the time to respond? ; Listening tools ; Change is (always) in the air
6. Business casual : Examples of informality in action ; Translating informality to the Web ; Ways to keep it "real" ; Social media ; Photos and videos ; Your organization, not yourself
7. Design and face2face connections : Goals for human-centered design ; Ways to make your design more human-centered
8. Face2face with specific tools : Blogs ; Facebook ; Twitter ; YouTube ; Location services ; Niche social networks
9. Responding to critics : The snarky PR agency ; Target and its offensive targets ; A good example: Domino's Pizza ; And now for the rest of the story ; Getting coffee in Topeka ; How organizations should respond to criticism ; Can't please everyone
10. Where and how to begin : Asking ; Setting goals ; Creating strategy ; Doing the work
11. Measuring success : Why you need to measure ; What to measure ; How to measure ; Track those stats
12. Applying what we've learned : Listening ; Sharing ; Using social media tools ; Doing the work ; Creating strategy and goals ; Measuring success ; Wrapping up
Appendix: Referenced websites and social media services.
