If you want to see what a Web 2/Social Media/blog enabled/employee engaged/customer communicating blog looks like then drop into SouthWest Airlines. This is the first update to a site they launched 2 years ago.

You will see along the bottom on the blog links to YouTube, flickr, facebook, LinkedIn and twitter. If you go to facebook page you will see how many images have been uploaded by customers. There is also a poll option so SouthWest can get even more feedback from customers. As you would expect with my background I love the use of audio and video feeds.

The site really encourages active customer participation - way beyond just comments on a blog. I am sure the YouTube and flickr pages will be well used so helping to make it a real 'community' so re-enforcing the brand and brand values of the company. You will already see what customers are thinking and saying about the new design in the comments on their announcement post. You will also customers helping to improve and bug fix the blog. Check out how customers are using the comments section in posts as a platform to cross-communication between themselves.