Connie Crosby Rob Reid Dara Renton presented to The Contact Professionals Alliance May 13, 2008

What is Social Networking? How is it being used by businesses and consumers? How does it impact call centres today?

What is Social Networking?

How is it being used by businesses and consumers?

How does it impact call centres today?

1994 1996 1998 2000 2002 2004 2006 2008 2010 we are here Harvard only Everyone craigslist

Konstantin Guericke, Marketing VP, LinkedIn http://www.infotoday.com/online/nov04/Bardon.shtml December 2004 A definition of social networking

image courtesy luxamart.com

http://www.tripharbour.ca & http://www.tripharbor.com

http://www.unilever.ca

link link

Dove: http://www.campaignforrealbeauty.ca /

http://www.axe.ca

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http://richardatdell.blogspot.com /

Dell Community Ambassadors

Photo courtesy Michael Mistretta , used under Creative Commons Tommy Vallier, Community Developer, Talkshoe.com

Saul Colt - “Director of Magic”

RoadBurn 2008

Proprietary or private information may appear online

Employees may talk about their jobs

Employees may complain about co-workers

Employees may participate in great social networks

Customer self service and support

Media Literacy Privacy Copyright “ Terms of Use” Company Policies

Media Literacy

Privacy

Copyright

“ Terms of Use”

Company Policies

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

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

Develop a “Community Manager” Encourage customer generated content Enable employee collaboration

Develop a “Community Manager”

Encourage customer generated content

Enable employee collaboration

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

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

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]

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]