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Social Media in Community Organisations
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Social Media in Community Organisations

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  • 1. • • • http://www.youtube.com/watch?v=x0EnhXn5boM&feature=autoplay& list=UULC9cX5GntaQmTSF6hTqrzA&playnext=3
  • 2. Today: Social Media 101 Introductions • Underlying fundamentals of social media • Social media risks and benefits • Examples of using social media • Social Media for you- social media framework • Social media - understanding people and objectives Upcoming Webinars: • Facebook • Twitter
  • 3. • • •
  • 4. • •
  • 5. People Needs 11 How We Do It Financial Profitability Building Blocks Make (Services delivered) Why We ExistMission Lower Customer Churn More Efficient Processes People Leadership Culture Skills +Training Change management Who are you Serving? Where are they? What are they doing online? Customer Segment A Customer Segment B Supporting Activities Communicate Employees New customers More $ per customer Lower Costs Improved Customer Service Engaging / EnergisingTalking / Informing SupportingListening Strategic Goals Core ValuesVision Data and Information Customer interactions database Analytics Standards and Policies Social Media Policy Response Guide Risk Mgmt Technology (Tools) Finance (Budget) What drives them to engage with you? Customer Segment A Customer Segment B Employees
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  • 8. • • • • • • • • • • • •
  • 9. • • • • • – – – – – –
  • 10. Listening SupportingTalking Collaborating
  • 11. Where? What? How Often?
  • 12. • • • •
  • 13. www.uservoice.com
  • 14. http://youtu.be/1Det96S0r1U
  • 15. People Needs 30 How We Do It Financial Profitability Building Blocks Make (Services delivered) Why We ExistMission Lower Customer Churn More Efficient Processes People Leadership Culture Skills +Training Change management Who are you Serving? Where are they? What are they doing online? Customer Segment A Customer Segment B Supporting Activities Communicate Employees New customers More $ per customer Lower Costs Improved Customer Service Engaging / EnergisingTalking / Informing SupportingListening Strategic Goals Core ValuesVision Data and Information Customer interactions database Analytics Standards and Policies Social Media Policy Response Guide Risk Mgmt Technology (Tools) Finance (Budget) What drives them to engage with you? Customer Segment A Customer Segment B Employees
  • 16. http://mashable.com/2012/12/12/non-profits-social-media-infographic/
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  • 19. Groups include people participating in at least one of the activities monthly.  List all the stakeholder/customer groups in the community?  Who do you deliver services to? Age-based? Ethnic Groups? Businesses? Volunteers? Special Interest Groups? Visitors?  Issues/Challenges in supporting these customers?  Are the online? If so where do they fit on the graph?  Name key influencers in the community
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