These are my links for December 15th through December 16th:

• Silent majority risk worse customer service as companies monitor Twitter, Facebook – Could this be start of the social media mafia taking over? Strengthening my view that social media is an essential part of customer service, it appear big brand are doing more to target people whinging in public online platforms to issues rather than offering good customer service across the board. Sadly,if this continue it will force more people to 'out' businesses rather than deal with matters privately, which is potentially a great worry for businesses, large and small.
• The man who plans to bring the internet to your television screen – Interview with Erik Huggers, BBC Head of Future Media, on Project Canvas – the ambitious collaboration between major broadcasters to build an online and digital TV marketplace for on-demand content.