Solutions Are Power Social Media Program Shashi Bellamkonda & Geoff Livingston

Changing Perceptions First Half 2008: Approximately 60 percent of Network Solutions social media conversations negative Major issues where the Community disagrees Perception of Network Solutions as domain registrar only Changing perception critical for long term health

First Half 2008: Approximately 60 percent of Network Solutions social media conversations negative

Major issues where the Community disagrees

Perception of Network Solutions as domain registrar only

Changing perception critical for long term health

How the Tide Turned

Planned Approach Listen and engage customers directly Online At conferences Community participation Build positive equity through valuable content Become a community member Seek out influentials

Listen and engage customers directly

Online

At conferences

Community participation

Build positive equity through valuable content

Become a community member

Seek out influentials

Phase One: Engage! Team approach to response Monitor using Radian6 and manual searches Classify as crisis or not (>20 Technorati authority or 100 followers) Classify as general issue or technical customer service Engage in a variety of places: Blog posts Twitter via NetSolCares Technical forums

Team approach to response

Monitor using Radian6 and manual searches

Classify as crisis or not (>20 Technorati authority or 100 followers)

Classify as general issue or technical customer service

Engage in a variety of places:

Blog posts

Twitter via NetSolCares

Technical forums

Phase Two: Contribute to the Conversation

Phase Two: Content Contributions Solutions Are Power blog Participation at numerous events Solutions Stars Video Conference More than 5,000 visitors Trended on Twitter 60+ blog posts to date 700 tweets via solutionsstars hash tag

Solutions Are Power blog

Participation at numerous events

Solutions Stars Video Conference

More than 5,000 visitors

Trended on Twitter

60+ blog posts to date

700 tweets via solutionsstars hash tag

Analysis of Positive Sources

Into the New Year! Continued blogging with new voices Expanded offerings Women Grow Business Smart Business Success Index Webinar Small Business Conference

Continued blogging with new voices

Expanded offerings

Women Grow Business

Smart Business Success Index

Webinar

Small Business Conference

What Does 2009 Hold More community engagement Events Online monitoring Content: Seeking to help small businesses, web companies during recession GrowSmartBusiness.com

More community engagement

Events

Online monitoring

Content: Seeking to help small businesses, web companies during recession

GrowSmartBusiness.com

Training other advocates Social Media Twitter Blogging Bookmarking

Social Media

Twitter

Blogging

Bookmarking

Reputation Management Takeaways Embrace your errors Respond quickly Build relationships beyond the incident Listen Participate Create great value for your community Events Content and research

Embrace your errors

Respond quickly

Build relationships beyond the incident

Listen

Participate

Create great value for your community

Events

Content and research

Thank You! Questions? Shashi Bellamkonda Social Media Swami Network Solutions [email_address] Twitter: @shashib Geoff “We don’t need No personal brand” Livingston Senior Vice president CRT- Tanaka ( Formerly Livingston Communications) Twitter @geoffliving [email_address]

Questions?

Shashi Bellamkonda

Social Media Swami

Network Solutions

[email_address]

Twitter: @shashib

Geoff “We don’t need No personal brand” Livingston

Senior Vice president

CRT- Tanaka ( Formerly Livingston Communications)

Twitter @geoffliving

[email_address]