Groundswell: Winning in a World Transformed by Social Technologies
By Charlene Li and Josh Bernoff Harvard Business Press, £16.99/$29.95

There are some angry people around at Tide.com, the website devoted to Procter & Gamble’s best-selling detergent brand. As part of P&G’s embrace of “social technologies”, the site launched a message board late last year allowing customers to share their views on stain removal and, more controversially, packaging.