3. They are Influential

4. Amplified voice across the social web

5. Google indexing critical conversations about companies

6. Social Customers are trusted amongst their peers as influence grows

7. Companies and brands join Twitter, Facebook and create corporate blogs

8. Engage with the social customer in various channels

9. Social Media teams are forming slowly

10. Small budgets are allocated on a project basis to social media engagement and community building

11. Organizations begin humanizing business operations

12. Organizational models are formed to include social media

13. Organizational silos are torn down between internal teams

14. Governance models and social media policies are created

19. Advocates talk about the brand, even when the brand isn’t listening

20. Advocates are trusted among their peers and within their micro communities

21. Advocates are aiding and influencing others down the purchase funnel

25. Employees are running wild on the intrawebs with little to no guidance, direction or governance

28. Change management and culture change is essential in order for genuine social business transformation to occur

32. Little to no collaboration between corp com and other marketing organizations and business units

33. Organizational Silos dominate

36. Many decentralized organizations are a natural result of silos

37. Little tono collaboration or best practice sharing is happening

38. Loose social media policies exist but rarely enforced

41. Responsible for sharing best practices and technology recommendations with regions and other business units

46. Listening & Monitoring Tools and Apps

47. Intended Uses of Social Media

48. Engagement Model &Escalation Process

49. Metrics Overview

50. Basics of Social Media (i.e. overview of blogging

51. Overview of owned media channels to include enterprise communities, blogs, Facebook and Twitter accounts

52. Policies & Guidelines

53. Simple Escalation process

54. Advanced tactics of Community Engagement and Management

55. Leveraging search to create social content for blogs

56. Metrics deep dive – understanding metrics and making data driven decisions

57. Advanced training on social tools and technologies like Radian6, Meltwater Buzz, Sprinklr, Shoutlet, CoTweet, and other publishing/listening platforms

59. Links to owned media social media channels

60. List of industry influencers

61. Social Post Suggestions

62. Desktop Conversational Guide

63. Links to owned media social media channels.

65. Listening to owned media channels

66. Escalate conversations to others

67. Frequent tweeting and retweeting; responding to comments on/off of enterprise owned media channels

68. Responding to customer support issues and escalating to appropriate channels

70. Solving customer support issues on and off enterprise owned media channels

71. Mentoring and training white and blue belts; team brown bags

72. Speaking at conferences