Social Media Do's & Don'ts


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Companies starting out in social media and those already dipping their toes in the waters can learn what they should and shouldn't do. 10 examples of the good and the bad are shown here. This is intended to be an introduction and not a lesson. Please feel free to comment here or reach out through the channels mentioned here for more information.

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  • I’m interested to know how Avaya Social Media Manager count the transaction over social media (i.e. is the whole conversation on twitter for example is considered as one transaction, or each reply to the customer is considered as a transaction)
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Social Media Do's & Don'ts

  1. 1. Social Media and Getting Started:Some Do’s & Don’ts for CompaniesAndrew Maher
  2. 2. Do you need to know these 10 things before building a Social Presence?Do’s Andrew Maher Don’ts #avayasm Picture source:
  3. 3. Presenting TodayAndrew Maher is a 20 year veteran of thecustomer experience arena. For over 17years he has been working with Avaya’sclients across the globe.He is an award winning leader in the areaof new media and its role withinenterprises and their interactions withcustomers. When consulting with clientsAndrew describes himself as a B2B2Cfocused, his concern is of his customer’scustomers. As a certified social mediastrategist he is addressing the CxOs ofFortune 100s to develop with them theneeds of this up and coming interactionchannel.Andrew is based in Frankfurt, Germany.He can most easily be found on Twitter@serviceplease20 where he talks aboutthe Enterprise 2.0, Customer Service andwhat a Social Business really is.© 2011 Avaya Inc. All rights reserved. 3
  4. 4. Broadcast  This is not traditional marketing  You do not control the conversation  Learn the tools and styles of social channels Don’ts© 2011 Avaya Inc. All rights reserved. 4
  5. 5. Listen & ExploreVisit Twitter & others Find your competitionFind your customers Try out some social toolsWhat they are talking What do your clients about? expect Capture their socialDo’s handles© 2011 Avaya Inc. All rights reserved. 5
  6. 6. Rush it Just because you have a high click rate, eyeballs think that will translate into many “likes”. Building a community takes time Be consistent Don’ts© 2011 Avaya Inc. All rights reserved. 6
  7. 7. Engage Answer those who are asking questions Provide useful content Utilize key stakeholders not just internsDo’s© 2011 Avaya Inc. All rights reserved. 7
  8. 8. Build for yourself, by yourself It is not just about you. This is about your community Involve key influencers both from within and outside the business Build it together Don’ts© 2011 Avaya Inc. All rights reserved. 8
  9. 9. Be prepared Missteps will happen Create guidelines for associates Plan, plan, plan – Know where escalations need to go in advanceDo’s© 2011 Avaya Inc. All rights reserved. 9
  10. 10. Control it Conservations will occur with or without you Cannot control the flow, but know when to engage Have a plan Accept your weaknesses Don’ts© 2011 Avaya Inc. All rights reserved. 10
  11. 11. Be authentic Share – a lot! KISS Find your voiceDo’s© 2011 Avaya Inc. All rights reserved. 11
  12. 12. Make it a tech project Social media is not about technology Nor is it a channel It has nothing to do with media Don’ts© 2011 Avaya Inc. All rights reserved. 12
  13. 13. Reciprocate Find your influencers and connect Find those 1% and reward Use smart tools!Do’s© 2011 Avaya Inc. All rights reserved. 13
  14. 14. Road to Success Engage an experienced professional Discover where you are Define your objectives Develop a plan Avaya has a global team of certified strategists and a proven methodology to support your business in reaching its social media goals© 2011 Avaya Inc. All rights reserved. 14
  15. 15. Steps towards Social Engagement Readiness Current Discovery Opportunity: Does State & engaging in Social Media 2 Objectives 1 make sense for my company? Where are we going? How is Social Media going to help get us there? Listen Current Landscape: What is being said? Applicability, competition, Engage Who is saying it? 3 industry, competitive 4 Where is it being said? opportunity What does the information tell us and how can we achieve our objectives? Learn Plan to handle 5 scale with Integrate accuracy and 6 integrity Plug into Customer Care capabilities and insert “Social” with the rest of the Expand interaction points Integrated Social The operation is now Media with the ready for scale. Team is 7 customer’s Social Ready and capable engagement of expansion processes© 2011 Avaya Inc. All rights reserved. 15
  16. 16. Who to contact? Christian Goffi Global Lead Social Media Strategic Consulting Avaya +1.786.331.0774 @christiangoffi Andrew Maher Managing Principal Strategic Consulting Avaya +49.69.7505.96121 @serviceplease20© 2011 Avaya Inc. All rights reserved. 16
  17. 17. Publications German  Social Media im Kundenservice – Smart Service im Social Web – Juni 2011, u.a. A. Maher –  Social Media and the Contact Center for Dummies – 2010, Avaya Edition –© 2011 Avaya Inc. All rights reserved. 17
  18. 18. And more information To learn more about the Avaya solutions and how it can add value to your business, or other award-winning solutions and Avaya Global Services, talk to your Avaya Account Manager or Authorized Business Partner. Also, visit us at For additional questions or support regarding this offer, please contact your Account Manager or Email us at with subject line – “Social Media Manager ” Join us!© 2011 Avaya Inc. All rights reserved. 18
  19. 19. Follow Avaya on these channels  Avaya  @avaya  Avaya Deutschland  @avaya_support  Avaya LatAm  @avaya_UK  Avaya Brazil  @avaya_D  @avaya_FR  @avaya_Canada   @avayaAPAC  @avaya_Latam  @avayasmallbiz   @devconnect  Over 100 other Avaya groups and related© 2011 Avaya Inc. All rights reserved. 19