The book I’m reading at the moment is “The Future of Thinking: Learning Institutions in a Digital Age
The book looks at how new technology such as social networks and virtual environments will change how people learn. And although the book is aimed mainly at higher education, there is plenty of read across into the membership organisations as many are knowledge-based and/or educational.
I’ve just finished the chapter titled “Institutions as Mobilising Networks” which contrasts how institutions are often viewed - as rule-driven, centralised, old fashioned and slow moving - with how they could be - trend setting, dynamic, agile and innovative.
The key opportunity (or challenge, depending on how you look at it) is: to use social media and learning environments to aggregate, coordinate and disseminate knowledge and facilitate learning - to mobilise the network of members and other potential participants.
Taking up this challenge could dramatically improve engagement and knowledge development in an institution’s area of interest.
” by Bill Price and David Jaffe is an excellent book that ought to be compulsory reading for all companies with a customer service element, mostly because so many of them are so very far from providing even reasonable service.
” at the 
” which is one of the seminal texts for the impact of social media on society.