@Amber – thanks, and yes, I think the question about business models (and thus ROI) for these tools remains pretty difficult to tie down. My feeling is that some areas are beginning to understand _what_ the metrics are and how to use them but this is still very much in its infancy, IMO. Web metrics themselves are hard enough, and we’ve at least got some sense of quantitative analysis! As soon as it becomes about “social reach”, we’re at sea to a certain extent..!