This white paper from Gartner discusses how the collaboration and social software market is changing in response to the demand for coherent processes and services that span communication and social interactions. Buyers in the collaboration support market are looking for persistent virtual environments where participants can create, organize and share information, as well as interact with each other. Established vendors with strong products in information sharing, coordination and teaming are just beginning to deliver support for social interactions. Meanwhile, relative newcomers (including open-source products) that are wikicentric and customer-interaction-oriented are scoring early successes and gaining mind share.