Big companies NEED to use social media as a customer service tool.  Social media works best for carrying on a conversation, not for sales, so this isn't surprising.

Google again stresses that the only thing you need to use is the GWMT links data and to look for "patterns" in backlinks .

First found on @SEroundtable blog post, discussing

We've lost one of the most respected members of our community. Ted Ulle (Tedster), passed away late last week.