@incollection{WaC11, address = {Bonn}, author = {Wagner, Ralf}, booktitle = {Praxishandbuch Social Media in Verb\"anden Grundlagen - Praxiswissen - Fallbeispiele}, editor = {Lietzau, Wolfgang and Bender, Jens and Richter, Tim}, interhash = {fa1e07ced8d71dadec621a0e0db257d4}, intrahash = {705317bf5c8daff7802752f732d15878}, month = {Juni}, pages = {90-104}, publisher = {Deutsche Gesellschaft f\"ur Verbandsmanagement e.V. (DGVM)}, title = {Neue Medien im Kundendialog - Ein \"Uberblick zu den Kommunikationsdiensten des Web 2.0}, year = 2011 }