While small businesses use social media personally and believe it affects their businesses, the majority of don’t know how to use the new networks to build their companies. We found that most small businesses don’t plan on investing online until they understand the practices and payoffs. That’s just a piece of the new study we just released here at OfficeArrow, which was conducted in collaboration with Social Strategy1. What became evident is that small businesses need a playbook to proceed in social media. Social Strategy1 suggests SMBs should follow certain initial steps. In addition, the most important resource is a specialist in monitoring social media. Monitoring for operations, customer service, legal and compliance, finance, etc. to gauge which actions actions are profitable.