BlogWell Chicago Social Media Case Study: FedEx, presented by Renee Horne


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In her BlogWell Chicago presentation, FedEx‘s Director of Digital & Social Media Engagement, Renee Horne, discusses how they're making social media work for business, culture, and reputation.

Renee shares four case studies that covers how they're using video content to engage customers and shareholders, how they're connecting with small business owners, how they handle a social media crisis, and more.

Watch the video of this presentation here:

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BlogWell Chicago Social Media Case Study: FedEx, presented by Renee Horne

  1. 1. Video Case Studies This video is from Case Studies BlogWell San Francisco June 20, 2011This presentation is from Renee Horne Chicago July 18, 2012 Making Social Work at FedEx
  2. 2. Making Social Work at FedExPresented by Renée HorneDirector, Digital & Social Media EngagementFind me on Twitter: @RLHorneHashtag: #FedEx
  3. 3. Today’s Objectives• Share FedEx Approach• Share Case Studies• Q&A
  4. 4. Social Business “Center of Excellence” Conversation Tools and VOC, Platform Technologies KnowledgeGovernance Measurement Management (Content) (Channels) and Analysis
  5. 5. Social Business as a Practice• Building the foundation or ‘Social Courage’  Guidelines, training and education, benchmarks and shared best practices  Voice of Customer, Measurement & Analysis and engagement protocols• Engaging the marketplace through digital storytelling  Activating a network of digital channels enabling access to key audiences  Delivering multimedia content and programs that engages and influences• Engaging the workplace using social technologies  Evolving internal communication channels to be more relevant  Enabling work to be done in new ways
  6. 6. Building Social Courage
  7. 7. Digital & Social Media Playbook • Clear strategy and policies for each channel • Detailed guidance on content planning, creation and distribution • Eases use, eliminates ambiguities, mitigates risks and optimizes results.
  8. 8. Full Scale eLearning Certification CurriculumFoundation Fundamentals Fusing into practices Focusing for successSocial media: Twitter 101 Social media for crisis Incorporating socialchanging how we communications insights into programwork, buy, believe planningchangeBusiness Facebook 101 Executive How FedEx iscommunication : 3 communications in a transforming customerfundamental skills social world serviceUnderstanding FedEx Writing for blogs Trends and emerging Measuring socialemployee social best practices: CSR & media programs andmedia guidelines Social Media campaigns10 guiding principles Video in social age 10 Steps for Planning A Emerging trends inof social media social media campaign social media tools andengagement technologies Managing a successful online community
  9. 9. Engaging the Workplace Case Study: I am FedEx
  10. 10. Engaging the Workplace Case Study: Evolving the Corporate IntranetAn innovative way for FedEx employees to work, collaborate and communicate.
  11. 11. Engaging The Marketplace: FedEx Footprint
  12. 12. Case Study: Start the Shift – Video: Unique, Engaging, Storytelling Content FedEx Blog FedEx Twitter FedEx FacebookThought Leader Engagement
  13. 13. Case Study: Enchanted Forest
  14. 14. Case Study: FedEx Panda Express
  15. 15. Case Study: FedEx Panda Express
  16. 16. Case Study: Small Business Saturday
  17. 17. Case Study: Small Business Saturday
  18. 18. Case Study:Virtual Roundtable Disaster Preparedness for SmallBusiness
  19. 19. Case Study: Holiday Package Incident
  20. 20. Case Study: Holiday Package Incident “THIS is how you handle a corporate crisis.” - Charlie White Senior Editor, Mashable
  21. 21. Case Study: Holiday Package IncidentLessons Learned• Plan• Listen• Own It• Respond ◦ Speed ◦ Transparency
  22. 22. Case Study: Investor Relations on Stock Twits
  23. 23. Q&A Renée HorneDirector, Digital & Social Media Engagement Find me on Twitter: @RLHorne Hashtag: #FedEx
  24. 24. This video is from Case Studies Learn more about past and BlogWell San Francisco June 20, 2011 upcoming BlogWellsThis presentation is from Chicago July 18, 2012