There is a temptation for organisations like ours dipping their toe into the world of social media to take the safe route of using the medium as a vehicle to impart corporate messages or service information which in itself may be useful , but is it what today’s communities want?. The top down approach whilst worthy lacks the involvement inherent in engagement and it is this we want to achieve. William Perrin in his blog http://talkaboutlocal.org.uk/mutualsupportforums/ asks the question “can advice providers tap into the potential of self help networks online” and whilst recognising that “top down advice cannot be replaced by horizontal forums ” good mutual support forums can be very powerful . The inclusiveness and supportivity of these sites is what we are trying to achieve whilst maintaining the integrity , trust , and reputation of our service. How can we achieve this balance?