Thank you for taking the time to comment. Obviously, I'm happy to publish your response in the interest of balance.

For me, regardless of what we call the product, my main concern would be the cost versus value. That, combined with the lack of response to my email back in November, just led to a feeling of frustration.

I also find it somewhat ironic that the publisher of a guide on social media marketing didn't spot this blog post, subsequent 'Twittering' of it or, indeed, the original email expressing disappointment. Luckily, I had a phone call, presumably to upsell, otherwise I'm sure this feedback would have remained unseen.

No hard feelings and thanks again for your personal response.

I'm sorry you were so dissatisfied with our Best Practice Guide – here's my feedback on your comments.

It was never intended to be a 'book' and to the best of my knowledge it was never marketed as such. Its really designed to be a structured, easily digestible breakdown of hints and tips and advice from B2B marketing experts for practitioners on how they can make best use of this new and emerging set of marketing techniques.

The newness of social media as a B2B marketing tool means that it is constantly changing, and definitive benchmarked best practice guidance simply does not exist. However, this guide was designed to help marketers understand what is going on currently, and give them a head start in making use of it themselves.

Another point to make is that, as a marketing service provider, this guide was not really intended for you. We're really aiming them at the client side marketers, who are generally more in need of this kind of information, and find it harder to come by.

So once again, I can only apologise that you found the product so unsatisfactory. I've looked back over the executive summary which was available free and am confident that the completed product delivered what was promised.

However, if you have any suggestions for how this particular guide or the product generally could be improved, please do let me know. We take all feedback very seriously and are constantly seeking to improve what we do.

Thanks and kind regards, Joel Harrison, Editor, B2B Marketing