Because of the widespread use of free Internet tools and techniques (VoIP, video conferencing tools such as Skype, free phone calls within the United States by Google Voice, etc.), the telecommunication industry is going through a tough time. In order to stay viable and competitive, they need to make the right decisions and utilize their limited resources optimally. One of the key success factors for telecom companies is to maximize their profitability by listening and understanding the needs and wants of the customers, offering communication plans, prices, and features that they want at the prices that they are willing to pay.

Questions for Discussion
1. How can social network analysis be used in the telecommunications industry?
2. What do you think are the key challenges, potential solution, and probable results in applying SNA in telecommunications firms?