I'm at the ConnectNow conference in Sydney. The following are my notes from Tara Hunt's talk on closing the gap between company values and community values.

She doesn't want to talk about social networks anymore or social capital; instead she wants to talk about why people either love or hate the brands that are interacting with us on social media. Why is it that sometimes we get a tweet from a brand and we're more than happy, and sometimes we're disgusted by it?