• Save
Social Engagement Flowchart - 2009
Upcoming SlideShare
Loading in...5
×

Like this? Share it with your network

Share

Social Engagement Flowchart - 2009

  • 783 views
Uploaded on

From a 2009 whitepaper I collaborated on, "Customer Service Meets Social Media: Best Practices for Engagement"

From a 2009 whitepaper I collaborated on, "Customer Service Meets Social Media: Best Practices for Engagement"

More in: Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
783
On Slideshare
783
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
0
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Positive Thank Post You! Unhappy Service Customer Recovery Official Sites Create Create Rant, Pages & Monitor Profiles Ridicule, Groups Only Internal Fan Sites Rant Sites or Rage Team Provide Incorrect Correct Facts Info PLAN LISTEN PARTICPATE EVALUATE RESPOND Yes Share with Join & Post Others & Business Industry Factual Post: Competitors Follow Updates & Add to the Goals Sites Respond? Content Conversation No PLAN LISTEN PARTICIPATE EVALUATE RESPOND· Why participate in social · Before jumping into a · Create engaging profiles with · Evaluate inbound · Unhappy customers should media? What are you trying conversation, get a lay of the pictures of real employees. comments and determine be engaged. Show that to accomplish? Timeframe? land. · Create groups (i.e. Facebook) whether to respond or to you’re listening, and pursue· Who within the organization · Spend some time monitoring and pages (i.e. Twitter). remain silent. a solution if possible. will participate in social conversations on sites where · Join other groups & forums, · In some instances it is better · Do not respond to media conversations? All your brand, products, or and follow individuals. not to respond (i.e. rants or aggressive, hostile, satirical conversations, or a specific industry are being discussed. · Post status updates and create bashing), in others, a or degrading individuals. category? · Identify channels (forums, unique content. Begin to build response is a must. Monitor only.· Ensure Employee blogs, social networks) and a trail for others to learn about · For neutral, positive or · Inaccurate posts should be Guidelines are in place for influencers (positive, negative you and your brand. accurate negative posts, the corrected in a positive tone. your organization. and neutral). choice to respond is yours. · Factual posts are ideal for continuing the engagement.