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Social Networking and Call Centres

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by Robert Reid, Dara Renton and Connie Crosby, presented to The Contact Professionals Alliance

by Robert Reid, Dara Renton and Connie Crosby, presented to The Contact Professionals Alliance

Published in: Business, Technology

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    • 1. Connie Crosby Rob Reid Dara Renton presented to The Contact Professionals Alliance May 13, 2008
    • 2.
      • What is Social Networking?
      • How is it being used by businesses and consumers?
      • How does it impact call centres today?
    • 3.  
    • 4. 1994 1996 1998 2000 2002 2004 2006 2008 2010 we are here Harvard only Everyone craigslist
    • 5.  
    • 6. Konstantin Guericke, Marketing VP, LinkedIn http://www.infotoday.com/online/nov04/Bardon.shtml December 2004 A definition of social networking
    • 7.  
    • 8.  
    • 9.  
    • 10. image courtesy luxamart.com
    • 11.  
    • 12. http://www.tripharbour.ca & http://www.tripharbor.com
    • 13.  
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    • 21.  
    • 22.  
    • 23.  
    • 24. http://www.unilever.ca
    • 25. link link
    • 26. Dove: http://www.campaignforrealbeauty.ca /
    • 27. http://www.axe.ca
    • 28. truncated
    • 29.  
    • 30. http://richardatdell.blogspot.com /
    • 31. Dell Community Ambassadors
    • 32.  
    • 33.  
    • 34. Photo courtesy Michael Mistretta , used under Creative Commons Tommy Vallier, Community Developer, Talkshoe.com
    • 35.  
    • 36.  
    • 37.  
    • 38.  
    • 39.  
    • 40.  
    • 41.  
    • 42.  
    • 43. Saul Colt - “Director of Magic”
    • 44.  
    • 45. RoadBurn 2008
    • 46.  
    • 47.  
    • 48.  
    • 49. Proprietary or private information may appear online
    • 50. Employees may talk about their jobs
    • 51. Employees may complain about co-workers
    • 52. Employees may participate in great social networks
    • 53. Customer self service and support
    • 54.  
    • 55.
        • Media Literacy
        • Privacy
        • Copyright
        • “ Terms of Use”
        • Company Policies
    • 56.
      • Acceptable Use of Technology
      • Access to Information and Protection of Privacy
      • Communications Policy
      • Conflict of Interest Policy
      • Employee Code of Ethics
      • Human Rights and Harassment Policy
    • 57.  
    • 58.
      • Develop a “Community Manager”
      • Encourage customer generated content
      • Enable employee collaboration
    • 59.
      • michaelgeist.ca (lawyer)
      • robhyndman.com (lawyer)
      • The Wealth of Networks, Yochai Benkler
      • We Think, Charles Leadbeater
      • PEW Internet Studies (U.S.)
      • Ofcom Study on Social Networking (U,K)
      • Base Camp Project Management
      • Wikis in Plain English
      • http://www.pipl.com
    • 60.
      • Connie Crosby, Crosby Group Consulting
      • 416-919-6719 | [email_address]
      • http://conniecrosby.blogspot.com
      • Dara Renton, Toronto Public Library
      • [email_address]
      • Rob Reid, Osler, Hoskin & Harcourt LLP
      • [email_address]

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