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BlogWell Austin Social Media Case Study: Research In Motion, presented by Michelle Kostya

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Research In Motion's Community Manager, Support Forums, Michelle Kostya, shares how they connected with BlackBerry customers online for support.

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® How Big Brands Use Social Media Research In Motion Michelle Kostya BlackBerry: Connecting with Customers Online for Support Austin | February 2, 2011
On Forums On Facebook On Twitter
We took baby steps
• • • • •
2008 2009 2010 @blackberry @ayudablackberry And @blackberry
Thanks Everyone This Forum has ALREADY bailed me out, i thought i bricked my BB yesterday but with the help of this forum and the knowledgeable people here i was back up and running in no time. Just wanted to shout out and say thanks to those who were so helpful on this forum!! I've really been putting my phone through it's paces, and I have to say I am really loving it!!
@BlackBerryHelp You guys are the most useful follow on Twitter! Thanks, luv u more than my wife... Really @ Bold I love you, you make my life complete. And though I'd like to write some more, it won't fit in a tweet. @smelltherage
• • • •
• • •
• • •
Listen Speak Engage Embrace
• • • • •
We have never lost sight that we are rooted in being a support channel for our customers. • • • •
“Their @blackberryhelp account on Twitter is a social media success story, a destination where a core team of RIM people are almost always available to tackle problems you might have with their devices.” - Amber Mac in the Globe & Mail
Communities On Facebook Support Forums My BlackBerry Official Fan Page Facebook UK On Twitter Facebook France Facebook Italy @blackberryhelp Facebook Germany & Austria @ayudablackberry Facebook Spain @blackberry Facebook Asia @blackberryblog Facebook India @blackberrydev Facebook Australia & New Zealand On YouTube www.youtube.com/blackberry
® How Big Brands Use Social Media Learn more about upcoming and past BlogWells: http://gaspedal.com/blogwell or live@gaspedal.com Austin | February 2, 2011

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BlogWell Austin Social Media Case Study: Research In Motion, presented by Michelle Kostya

  • 1. ® How Big Brands Use Social Media Research In Motion Michelle Kostya BlackBerry: Connecting with Customers Online for Support Austin | February 2, 2011
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  • 12. On Forums On Facebook On Twitter
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  • 18. 2008 2009 2010 @blackberry @ayudablackberry And @blackberry
  • 19. Thanks Everyone This Forum has ALREADY bailed me out, i thought i bricked my BB yesterday but with the help of this forum and the knowledgeable people here i was back up and running in no time. Just wanted to shout out and say thanks to those who were so helpful on this forum!! I've really been putting my phone through it's paces, and I have to say I am really loving it!!
  • 20.
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  • 22. @BlackBerryHelp You guys are the most useful follow on Twitter! Thanks, luv u more than my wife... Really @ Bold I love you, you make my life complete. And though I'd like to write some more, it won't fit in a tweet. @smelltherage
  • 26.
  • 27. Listen Speak Engage Embrace
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  • 31. We have never lost sight that we are rooted in being a support channel for our customers. • • • •
  • 32. “Their @blackberryhelp account on Twitter is a social media success story, a destination where a core team of RIM people are almost always available to tackle problems you might have with their devices.” - Amber Mac in the Globe & Mail
  • 33. Communities On Facebook Support Forums My BlackBerry Official Fan Page Facebook UK On Twitter Facebook France Facebook Italy @blackberryhelp Facebook Germany & Austria @ayudablackberry Facebook Spain @blackberry Facebook Asia @blackberryblog Facebook India @blackberrydev Facebook Australia & New Zealand On YouTube www.youtube.com/blackberry
  • 34.
  • 35. ® How Big Brands Use Social Media Learn more about upcoming and past BlogWells: http://gaspedal.com/blogwell or live@gaspedal.com Austin | February 2, 2011