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Using Web 2.0 Tools
WLU Professional Communications Program

   Joseph Fung
   Lewis Media Inc.
   Feb 24, 2009
Using Web 2.0 Tools



 Participant Objectives
 • Familiarize
 • Discuss the Implications
 • Create Strategies

 What goal...
Navigating the Chaos



                                        Communication
                                          Me...
Communication Methods



 Formal                                                                  Casual

   Email        ...
Productivity Tools



 Tasks
 • Collaboration
                                                      Better
 • Sharing & Pu...
Productivity Tools



 Collaboration
 • Project Management
       – Basecamp http://www.basecamphq.com/
       – 5PM http:...
Productivity Tools



 Sharing & Publishing
 • Presentations & Docs
       – SlideShare http://www.slideshare.net
       –...
Productivity Tools



 Sharing & Publishing Cont…
 • Communities
       – Ning http://www.ning.com/
       – SocialGo http...
Productivity Tools



 Learning
 • News / RSS
       – Google Feed Reader http://reader.google.com
       – Digg http://ww...
Productivity Tools



 Putting it Into Practice..
 Please take the time to log into your laptop
   and choose someone to s...
The Implications



 Some important questions…
 • Who is/isn’t using these tools?
 • How can I use these tools?
 • How to ...
The Implications



 Mind the P’s & Q’s
 1.     Purpose
 2.     Professionalism
 3.     Propriety
 4.     Quarrels



   1...
P’s & Q’s



 Purpose
 • Know what you want to say and the result
   you want achieve.
 • Since you have only words to wor...
P’s & Q’s



 Professionalism
 • In the world of e-communication, email is
   the “new formal”.
 • Electronic communicatio...
P’s & Q’s



 Propriety
 • Email is a widely abused form of
   communication because it is so easy
 • Privacy laws and per...
P’s & Q’s



 Quarrels
 • It will sound worse at the other end
 • Others will read it
 • Trust is destroyed much faster th...
Getting the Message Out



 Q: Why use Web 2.0 tools?
 A1: It makes me more productive
 A2: Behavioral changes are highly
...
Strategic Tips



 5 Strategic Tips
 •        Mind the P’s & Q’s
 •        Keep in-the-know
          RSS, Twitter, Facebo...
Strategic Tips



 3 Keys to Dealing With Conflict
 • Don’t take it personally
 • Process before responding
 • Find someth...
Recap & Closing



 Returning to our objectives…
  • Familiarize
  • Discuss the Implications
  • Create Strategies




  ...
Questions/Comments?
Feel free to ask now or email me:
  joseph@lewismedia.com




 21   Feb 24, 2009   Wilfrid Laurier Uni...
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Using Web 2.0 Tools for Customer Communication

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A customer communications presentation as part of the WLU Professional Communications Program. This presentation is targetted university staff, whose primary customers include current and prospective students.

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Transcript of "Using Web 2.0 Tools for Customer Communication"

  1. 1. Using Web 2.0 Tools WLU Professional Communications Program Joseph Fung Lewis Media Inc. Feb 24, 2009
  2. 2. Using Web 2.0 Tools Participant Objectives • Familiarize • Discuss the Implications • Create Strategies What goals/questions do you have? 2 Feb 24, 2009 Wilfrid Laurier University
  3. 3. Navigating the Chaos Communication Methods vs. Productivity Tools 3 Feb 24, 2009 Wilfrid Laurier University
  4. 4. Communication Methods Formal Casual Email Journals/Blogs Social Networks Status Updates 4 Feb 24, 2009 Wilfrid Laurier University
  5. 5. Productivity Tools Tasks • Collaboration Better • Sharing & Publishing Communication • Learning 5 Feb 24, 2009 Wilfrid Laurier University
  6. 6. Productivity Tools Collaboration • Project Management – Basecamp http://www.basecamphq.com/ – 5PM http://www.5pmweb.com/ – Huddle http://www.huddle.net/ • Document Collaboration – Documents http://docs.google.com – Wikis http://www.wikia.com – Brainstorming http://bubbl.us/ 6 Feb 24, 2009 Wilfrid Laurier University
  7. 7. Productivity Tools Sharing & Publishing • Presentations & Docs – SlideShare http://www.slideshare.net – Scribd http://www.scribd.com/ – SlideRocket http://www.sliderocket.com/ • Websites – Blogger http://www.blogger.com – WordPress http://www.wordpress.com 7 Feb 24, 2009 Wilfrid Laurier University
  8. 8. Productivity Tools Sharing & Publishing Cont… • Communities – Ning http://www.ning.com/ – SocialGo http://www.socialgo.com/ • Files – DropBox http://www.getdropbox.com – Drop.io http://www.drop.io 8 Feb 24, 2009 Wilfrid Laurier University
  9. 9. Productivity Tools Learning • News / RSS – Google Feed Reader http://reader.google.com – Digg http://www.digg.com – Reddit http://www.reddit.com • Bookmarks – Stumble Upon http://www.stumbleupon.com – Delicious http://www.delicious.com • Identities – Linked In http://www.linkedin.com 9 Feb 24, 2009 Wilfrid Laurier University
  10. 10. Productivity Tools Putting it Into Practice.. Please take the time to log into your laptop and choose someone to steer. Those that don’t have laptops, please follow along on the main screen. 10 Feb 24, 2009 Wilfrid Laurier University
  11. 11. The Implications Some important questions… • Who is/isn’t using these tools? • How can I use these tools? • How to deal with issues? 11 Feb 24, 2009 Wilfrid Laurier University
  12. 12. The Implications Mind the P’s & Q’s 1. Purpose 2. Professionalism 3. Propriety 4. Quarrels 12 Feb 24, 2009 Wilfrid Laurier University
  13. 13. P’s & Q’s Purpose • Know what you want to say and the result you want achieve. • Since you have only words to work with… choose them carefully • Think about your audience – do they know you? 13 Feb 24, 2009 Wilfrid Laurier University
  14. 14. P’s & Q’s Professionalism • In the world of e-communication, email is the “new formal”. • Electronic communication is an extension of your professional image 14 Feb 24, 2009 Wilfrid Laurier University
  15. 15. P’s & Q’s Propriety • Email is a widely abused form of communication because it is so easy • Privacy laws and personal sensitivities are easily trampled • There are “public” methods of communication 15 Feb 24, 2009 Wilfrid Laurier University
  16. 16. P’s & Q’s Quarrels • It will sound worse at the other end • Others will read it • Trust is destroyed much faster than it is built 16 Feb 24, 2009 Wilfrid Laurier University
  17. 17. Getting the Message Out Q: Why use Web 2.0 tools? A1: It makes me more productive A2: Behavioral changes are highly influenced by social media http://www.washingtonpost.com/wp-dyn/content/article/2008/05/25/AR2008052501779.html?nav=rss_nation 17 Feb 24, 2009 Wilfrid Laurier University
  18. 18. Strategic Tips 5 Strategic Tips • Mind the P’s & Q’s • Keep in-the-know RSS, Twitter, Facebook, etc. like your informants • Make one social network “home” Let people know how to keep tabs on you • Ask your networks for help • Use collaboration tools appropriately 18 Feb 24, 2009 Wilfrid Laurier University
  19. 19. Strategic Tips 3 Keys to Dealing With Conflict • Don’t take it personally • Process before responding • Find something to agree with 19 Feb 24, 2009 Wilfrid Laurier University
  20. 20. Recap & Closing Returning to our objectives… • Familiarize • Discuss the Implications • Create Strategies 20 Feb 24, 2009 Wilfrid Laurier University
  21. 21. Questions/Comments? Feel free to ask now or email me: joseph@lewismedia.com 21 Feb 24, 2009 Wilfrid Laurier University
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