Social Media Policy @sagegroupplc http://www.youtube.com/user/SageGroupPlc Ralph Charlton September 2011
Agenda <ul><li>Context </li></ul><ul><li>Policy </li></ul><ul><li>Factors to consider </li></ul><ul><li>What we did </li><...
I’m no guru
I feel like this at home
Business context
Policy Boring….. but Important
Factors we considered
Sage Group Social Media Policy <ul><li>http://www.youtube.com/user/SageGroupPlc </li></ul>
Examples <ul><li>All use social media to deliver and demonstrate “Extraordinary Customer Experience”  </li></ul><ul><li>Su...
@sageuk <ul><li>Providing customer support and addressing complaints: </li></ul>  After seeing this tweet the team contact...
<ul><li>Building relationships; spreading messages; customer recommendations  </li></ul>@sageuk
<ul><li>Linked In used extensively by recruitment team </li></ul><ul><li>Purchased “recruitment seat” – direct sourcing to...
THANK YOU!
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Embracing digital sage - social media policy presentation

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CIPR North East presented an insider’s perspective on how two of the region's biggest organisations are approaching digital and social media as part of their communications work? Ross Wigham, Service Manager: communications at Northumberland County Council, and Ralph Charlton, Director of PR at Sage Group plc gave their perspectives on how they are tackling the social media challenge at a special CIPR North East briefing in September 2011. Neither Ross or Ralph pretends to be a ‘social media guru’ but they are both dealing with the opportunities and challenges it brings to their organisations.

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Embracing digital sage - social media policy presentation

  1. 1. Social Media Policy @sagegroupplc http://www.youtube.com/user/SageGroupPlc Ralph Charlton September 2011
  2. 2. Agenda <ul><li>Context </li></ul><ul><li>Policy </li></ul><ul><li>Factors to consider </li></ul><ul><li>What we did </li></ul><ul><li>Examples of policy in action </li></ul>
  3. 3. I’m no guru
  4. 4. I feel like this at home
  5. 5. Business context
  6. 6. Policy Boring….. but Important
  7. 7.
  8. 8. Factors we considered
  9. 9. Sage Group Social Media Policy <ul><li>http://www.youtube.com/user/SageGroupPlc </li></ul>
  10. 10. Examples <ul><li>All use social media to deliver and demonstrate “Extraordinary Customer Experience” </li></ul><ul><li>Success where networks are highly integrated and there is dedicated resource </li></ul><ul><li>North America: </li></ul><ul><ul><li>All product lines have a presence on four main networks </li></ul></ul><ul><ul><li>Pros – highly targeted and relevant, bespoke content </li></ul></ul><ul><ul><li>Cons – potential for brand dilution </li></ul></ul><ul><li>UK </li></ul><ul><ul><li>One instance of each platform company wide </li></ul></ul><ul><ul><li>Pros – one Sage, portray breadth and depth of offer </li></ul></ul><ul><ul><li>Cons – not as targeted </li></ul></ul>
  11. 11. @sageuk <ul><li>Providing customer support and addressing complaints: </li></ul> After seeing this tweet the team contacted this customer, liaised with technical support to help them got a positive mention for doing so.
  12. 12. <ul><li>Building relationships; spreading messages; customer recommendations </li></ul>@sageuk
  13. 13. <ul><li>Linked In used extensively by recruitment team </li></ul><ul><li>Purchased “recruitment seat” – direct sourcing tool </li></ul><ul><li>Proactively find candidates; highly targeted; generally senior </li></ul><ul><li>Reduced number but increased quality of applications </li></ul><ul><li>Predicted saving £100,000 in 1 st 12 months </li></ul>
  14. 14. THANK YOU!

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