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What lawyers need to know about social engagement

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I was recently invited to share some of the socal engagement basics to a division of the King County Bar Association. It's surprising how few of the attorneys in attendance were taking the use of social media seriously.

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What lawyers need to know about social engagement

  1. 1. <?xml version="1.0"?><AllQuestions /><br /><?xml version="1.0"?><AllAnswers /><br /><?xml version="1.0"?><AllResponses /><br /><?xml version="1.0"?><Settings><answerBulletFormat>Numeric</answerBulletFormat><answerNowAutoInsert>No</answerNowAutoInsert><answerNowStyle>Explosion</answerNowStyle><answerNowText>Answer Now</answerNowText><chartColors>Use PowerPoint Color Scheme</chartColors><chartType>Horizontal</chartType><correctAnswerIndicator>Checkmark</correctAnswerIndicator><countdownAutoInsert>No</countdownAutoInsert><countdownSeconds>10</countdownSeconds><countdownSound>TicToc.wav</countdownSound><countdownStyle>Box</countdownStyle><gridAutoInsert>No</gridAutoInsert><gridFillStyle>Answered</gridFillStyle><gridFillColor>255,255,0</gridFillColor><gridOpacity>50%</gridOpacity><gridTextStyle>Keypad #</gridTextStyle><inputSource>Response Devices</inputSource><multipleResponseDivisor># of Responses</multipleResponseDivisor><participantsLeaderBoard>5</participantsLeaderBoard><percentageDecimalPlaces>0</percentageDecimalPlaces><responseCounterAutoInsert>No</responseCounterAutoInsert><responseCounterStyle>Oval</responseCounterStyle><responseCounterDisplayValue># of Votes Received</responseCounterDisplayValue><insertObjectUsingColor>Red</insertObjectUsingColor><showResults>Yes</showResults><teamColors>Use PowerPoint Color Scheme</teamColors><teamIdentificationType>None</teamIdentificationType><teamScoringType>Voting pads only</teamScoringType><teamScoringDecimalPlaces>1</teamScoringDecimalPlaces><teamIdentificationItem></teamIdentificationItem><teamsLeaderBoard>5</teamsLeaderBoard><teamName1></teamName1><teamName2></teamName2><teamName3></teamName3><teamName4></teamName4><teamName5></teamName5><teamName6></teamName6><teamName7></teamName7><teamName8></teamName8><teamName9></teamName9><teamName10></teamName10><showControlBar>All Slides</showControlBar><defaultCorrectPointValue>0</defaultCorrectPointValue><defaultIncorrectPointValue>0</defaultIncorrectPointValue><chartColor1>187,224,227</chartColor1><chartColor2>51,51,153</chartColor2><chartColor3>0,153,153</chartColor3><chartColor4>153,204,0</chartColor4><chartColor5>128,128,128</chartColor5><chartColor6>0,0,0</chartColor6><chartColor7>0,102,204</chartColor7><chartColor8>204,204,255</chartColor8><chartColor9>255,0,0</chartColor9><chartColor10>255,255,0</chartColor10><teamColor1>187,224,227</teamColor1><teamColor2>51,51,153</teamColor2><teamColor3>0,153,153</teamColor3><teamColor4>153,204,0</teamColor4><teamColor5>128,128,128</teamColor5><teamColor6>0,0,0</teamColor6><teamColor7>0,102,204</teamColor7><teamColor8>204,204,255</teamColor8><teamColor9>255,0,0</teamColor9><teamColor10>255,255,0</teamColor10><displayAnswerImagesDuringVote>Yes</displayAnswerImagesDuringVote><displayAnswerImagesWithResponses>Yes</displayAnswerImagesWithResponses><displayAnswerTextDuringVote>Yes</displayAnswerTextDuringVote><displayAnswerTextWithResponses>Yes</displayAnswerTextWithResponses><questionSlideID></questionSlideID><controlBarState>Expanded</controlBarState><isGridColorKnownColor>True</isGridColorKnownColor><gridColorName>Yellow</gridColorName></Settings><br />Rod BrooksVP & Chief Marketing Officer, PEMCO InsurancePresident: Word of Mouth Marketing Association<br />
  2. 2. <?xml version="1.0"?><AllQuestions /><br /><?xml version="1.0"?><AllAnswers /><br /><?xml version="1.0"?><AllResponses /><br /><?xml version="1.0"?><Settings><answerBulletFormat>Numeric</answerBulletFormat><answerNowAutoInsert>No</answerNowAutoInsert><answerNowStyle>Explosion</answerNowStyle><answerNowText>Answer Now</answerNowText><chartColors>Use PowerPoint Color Scheme</chartColors><chartType>Horizontal</chartType><correctAnswerIndicator>Checkmark</correctAnswerIndicator><countdownAutoInsert>No</countdownAutoInsert><countdownSeconds>10</countdownSeconds><countdownSound>TicToc.wav</countdownSound><countdownStyle>Box</countdownStyle><gridAutoInsert>No</gridAutoInsert><gridFillStyle>Answered</gridFillStyle><gridFillColor>255,255,0</gridFillColor><gridOpacity>50%</gridOpacity><gridTextStyle>Keypad #</gridTextStyle><inputSource>Response Devices</inputSource><multipleResponseDivisor># of Responses</multipleResponseDivisor><participantsLeaderBoard>5</participantsLeaderBoard><percentageDecimalPlaces>0</percentageDecimalPlaces><responseCounterAutoInsert>No</responseCounterAutoInsert><responseCounterStyle>Oval</responseCounterStyle><responseCounterDisplayValue># of Votes Received</responseCounterDisplayValue><insertObjectUsingColor>Red</insertObjectUsingColor><showResults>Yes</showResults><teamColors>Use PowerPoint Color Scheme</teamColors><teamIdentificationType>None</teamIdentificationType><teamScoringType>Voting pads only</teamScoringType><teamScoringDecimalPlaces>1</teamScoringDecimalPlaces><teamIdentificationItem></teamIdentificationItem><teamsLeaderBoard>5</teamsLeaderBoard><teamName1></teamName1><teamName2></teamName2><teamName3></teamName3><teamName4></teamName4><teamName5></teamName5><teamName6></teamName6><teamName7></teamName7><teamName8></teamName8><teamName9></teamName9><teamName10></teamName10><showControlBar>All Slides</showControlBar><defaultCorrectPointValue>0</defaultCorrectPointValue><defaultIncorrectPointValue>0</defaultIncorrectPointValue><chartColor1>187,224,227</chartColor1><chartColor2>51,51,153</chartColor2><chartColor3>0,153,153</chartColor3><chartColor4>153,204,0</chartColor4><chartColor5>128,128,128</chartColor5><chartColor6>0,0,0</chartColor6><chartColor7>0,102,204</chartColor7><chartColor8>204,204,255</chartColor8><chartColor9>255,0,0</chartColor9><chartColor10>255,255,0</chartColor10><teamColor1>187,224,227</teamColor1><teamColor2>51,51,153</teamColor2><teamColor3>0,153,153</teamColor3><teamColor4>153,204,0</teamColor4><teamColor5>128,128,128</teamColor5><teamColor6>0,0,0</teamColor6><teamColor7>0,102,204</teamColor7><teamColor8>204,204,255</teamColor8><teamColor9>255,0,0</teamColor9><teamColor10>255,255,0</teamColor10><displayAnswerImagesDuringVote>Yes</displayAnswerImagesDuringVote><displayAnswerImagesWithResponses>Yes</displayAnswerImagesWithResponses><displayAnswerTextDuringVote>Yes</displayAnswerTextDuringVote><displayAnswerTextWithResponses>Yes</displayAnswerTextWithResponses><questionSlideID></questionSlideID><controlBarState>Expanded</controlBarState><isGridColorKnownColor>True</isGridColorKnownColor><gridColorName>Yellow</gridColorName></Settings><br />Social Engagement:<br />What Every Professional Needs to Know<br />[Especially lawyers that want to be successful]<br />
  3. 3. Who is PEMCO?<br />Personal-lines mutual insurance company founded in 1949<br />Serves niche market of preferred risk policyholders<br />Provides coverage to ~200k Washington households<br />Historically conservative and legacy oriented<br />Leads with relationship<br />
  4. 4. The BHAG: Our Big Hairy Audacious Goal<br />4<br />“Never have to advertise<br /> for a lead again”<br />PEMCO customers can’t stand the thought of friends & family doing business with anyone else.<br />
  5. 5. Challenges: Old and New.<br />1<br />2<br />Industry<br />Highly regulated industry <br />Viewed as an unsought commodity-like product <br />Orientation is conservative, cautious, risk adverse <br />Environment<br /><ul><li>Dynamic, open, engaged, and on the move
  6. 6. Consumers influenced by peers, friends, and strangers
  7. 7. Unfamiliar channels are sustaining brand conversations</li></li></ul><li>BHAG Sounds Great: But How?<br />Build engagement opportunities by enabling <br /> audiences to:<br />1<br />2<br />3<br />Do Something<br />Share Something<br />Get Something<br />
  8. 8. BHAG Sounds Great: But How?<br />Build engagement opportunities by enabling <br /> audiences to:<br />1<br />2<br />3<br />Do Something<br />Share Something<br />Get Something<br />SOCIAL MEDIA<br />
  9. 9. Awareness To Advocacy<br />TransactionStage<br />Preference<br />Awareness<br />Perception<br />Advocacy<br />Renewal<br />Selection<br />Referral <br />Identify, Engage, Enable, Encourage Advocates<br />
  10. 10. PEMCO’s Winning Strategy<br />Different because we live, work, learn and play in the same communities. <br />Invest in long-term relationships with consumers through consistent engagement<br />Extend responsibility to build customer relationships & integrate VOC across the org. <br />
  11. 11. PEMCO’s success depends on the positive opinion of people like me. They listen, participate, encourage and enable me to share with others.<br />10<br />+<br />Partnership<br />
  12. 12. My clients success depends on the positive opinions of people like me. We listen, participate, encourage and enable them to engage via S.M.<br />11<br />Partnership<br />
  13. 13. Develop A Game Plan: <br />Establish the rules<br />Select the teams<br />Practice safely<br />Listen to the fans<br />Inform stakeholders<br />Enter the game<br />
  14. 14. Develop A Game Plan: <br />Social Media Guidelines<br />Boot Camps<br />Yammer<br />Ratings and Reviews<br />Leadership Summits<br />Pilot Projects<br />
  15. 15. Social Media Guidelines<br /><ul><li>Clear statement of purpose
  16. 16. Inform and reassure reluctant stakeholders
  17. 17. Establish engagement expectations
  18. 18. Educate employees on best practices </li></ul>14<br />Appease reluctant stakeholders <br />and empower employees <br />
  19. 19. Be consistent with corporate culture <br />15<br />Values based empowerment balanced with risk management.<br /><ul><li>Integrity and ethics
  20. 20. Use common sense
  21. 21. Speak in the first person
  22. 22. Use good judgment
  23. 23. Don’t tell secrets
  24. 24. Respect those in the community
  25. 25. Fix mistakes first
  26. 26. Transparency matters
  27. 27. If it gives you pause, pause.
  28. 28. Don’t forget your day job!</li></li></ul><li>Boot Camp<br />Increase familiarity & comfort of employees<br />Explain guidelines<br />Tutorials provide a step-by-step how-to approach<br />Examples demonstrate consumer use <br />Case studies explore social media engagement and suggested responses<br />
  29. 29. Finding The Right Tools<br />Reduce communication barriers with <br />employee networking tools<br />1<br />Share Voice of the Customer <br />
  30. 30. Empowering Employees<br />Reduce communication barriers with <br />employee networking tools<br />2<br />Share Business Ideas<br />
  31. 31. Real Time News Updates<br />Reduce communication barriers with <br />employee networking tools<br />3<br />Share News and Updates<br />
  32. 32. It’s Not ALL Business<br />Reduce communication barriers with <br />employee networking tools<br />4<br />Foster Employee Community<br />
  33. 33. Ratings and Reviews<br />Increase customer-focus through direct access to Voice of the Customer <br />Give back office employees <br /> access to customer voice<br />Celebrate & share your success stories <br />Learn from mistakes and<br /> consistently improve<br />Own the results<br /><ul><li>Start every meeting with a customer story! </li></li></ul><li>Customer comes first!<br />“In my business, I understand and appreciate the importance of customer service, and everyone I have dealt with at PEMCO has been terrific.”<br />When Paul learned that his dream home had been burglarized and stripped of $10,000 of new hardware, he didn’t know where to turn. Though a unfortunate setback to the project, Shelly from PEMCO helped make a quick decision and the project moved forward on time.<br />
  34. 34. Appreciate PEMCO!<br />“I wanted to show you my appreciation for the awesome job you’ve been doing… I’ve never had customer service as professional and <br />thorough as what you have provided.<br />Pulling into a parking spot, a passenger <br />in the car next to Jack opened their door. Both <br />cars were damaged – but Denise, Jack’s PEMCO claims <br />adjuster, was friendly, efficient, and made the customer feel like taking care of his claim was her top priority!<br />
  35. 35. Social Media Leadership Summits<br />1<br />2<br />3<br />Do Something<br />Share Something<br />Get Something<br />
  36. 36. Social Media Leadership Summits<br />1<br />2<br />3<br />Do Something<br />Share Something<br />Get Something<br />Engagement<br />
  37. 37. Pilot Projects: <br />Empower employees & encourage innovation<br />Decentralize ownership <br />Enrich social media team<br />Decrease concentrated <br /> demand <br />Experiment with new <br /> channels <br />Facilitate idea sharing<br />
  38. 38. Social Media Partner:<br /> Facilitates the journey <br />Inspire, define & defend business opportunity.<br />Encourage participation and effective use of social tools<br />Implement social listening & gathers/shares insights<br />Help brainstorm, create, deploy engagement programs <br />Define & measure analytics <br />
  39. 39. Social Media Partner: A lawyer?<br />The Lawyer that Gets It and Facilitates It!<br />Protecting the client / business from the social media maverick.<br />Slowing things down, avoiding personal use of the new tools<br />In search of clear evidence and the rule book<br />Or are you viewed as hoping it will just go away?<br /><ul><li>Paranoid – Controlling – Lacking trust</li></li></ul><li>Looking for the lawyer that gets it<br />Where are YOU? <br />“Lawyers that get social media”<br /><ul><li>Less than 15 seconds to think of, type, and return
  40. 40. 21,800,000 results</li></li></ul><li>The big three… a place to start: <br />You can’t learn to swim on the beach!<br />No one knows more about your opinion than you do. Blog about it!<br />Build your brand, expand network, grow reputation. Tweet about it!<br />Leverage contacts, share insights, get valuable referrals.Link others to it!<br />
  41. 41. The big three… a place to start: <br />You can’t learn to swim on the beach!<br />No one knows more about your opinion than you do. Blog about it!<br />Build your brand, expand network, grow reputation. Tweet about it!<br />Leverage contacts, share insights, get valuable referrals.Link others to it!<br />
  42. 42. I’m a lawyer not a writer. Why blog?<br />Communicates your passion, philosophy, reasoning and skills.<br />Builds credibility for you and your practice. Positions you/your firm in thought leadership role.<br />Makes you easy to find when people are searching.<br />Makes you a local, regional, national news source.<br />Allows for engagement with your readers. <br />Makes you human, less intimidating, one of us.<br />
  43. 43. I’m a lawyer not a writer. Why blog?<br /><ul><li>Blogs weekly
  44. 44. Three years
  45. 45. 10,000 visitors
  46. 46. Six figure client
  47. 47. Makes him real</li></li></ul><li>140 characters just aren’t enough!<br />King of learning, brand building, network expanding, reputation enhancing tools.<br />“The most powerful branding tool since television.”<br />You become the media providing the relevant news.<br />Provides easy access to information from others.<br />Easy to balance between expertise & personality.<br />Makes you human, less intimidating, one of us.<br />
  48. 48. 140 characters just aren’t enough!<br /><ul><li>Shares the best tech articles weekly
  49. 49. Not legal advice
  50. 50. After 3 months, added 2 new clients
  51. 51. Shows that “he gets it”</li></li></ul><li>3 degrees: Link in or be locked out. <br />Game over! Linked In has won the social networking directory space.<br />The power is in the quality of the YOUR network… and THEIR networks. <br />Connect to people you know / answers you don’t.<br />Activate discussions and relevant groups.<br />Potential clients can’t hire you if they can’t find you.<br />Makes you human, less intimidating, one of us.<br />
  52. 52. 3 degrees: Link in or be locked out. <br /><ul><li>Local - Seattleite
  53. 53. 17 recommendations
  54. 54. 500+ connections
  55. 55. Website, Blog, FB
  56. 56. Human / Nice smile
  57. 57. 2 degrees to 8 friends</li></li></ul><li>3 degrees: Link in or be locked out. <br /><ul><li>Family man
  58. 58. Married to a saint
  59. 59. Smart (Lawyer)
  60. 60. Relevant
  61. 61. Gets it!</li></li></ul><li>3 degrees: Link in or be locked out. <br /><ul><li>Relevant tweets
  62. 62. Webinar
  63. 63. Credibility
  64. 64. Speaking schedule
  65. 65. Someone I’d like</li></li></ul><li><?xml version="1.0"?><AllQuestions /><br /><?xml version="1.0"?><AllAnswers /><br /><?xml version="1.0"?><AllResponses /><br /><?xml version="1.0"?><Settings><answerBulletFormat>Numeric</answerBulletFormat><answerNowAutoInsert>No</answerNowAutoInsert><answerNowStyle>Explosion</answerNowStyle><answerNowText>Answer Now</answerNowText><chartColors>Use PowerPoint Color Scheme</chartColors><chartType>Horizontal</chartType><correctAnswerIndicator>Checkmark</correctAnswerIndicator><countdownAutoInsert>No</countdownAutoInsert><countdownSeconds>10</countdownSeconds><countdownSound>TicToc.wav</countdownSound><countdownStyle>Box</countdownStyle><gridAutoInsert>No</gridAutoInsert><gridFillStyle>Answered</gridFillStyle><gridFillColor>255,255,0</gridFillColor><gridOpacity>50%</gridOpacity><gridTextStyle>Keypad #</gridTextStyle><inputSource>Response Devices</inputSource><multipleResponseDivisor># of Responses</multipleResponseDivisor><participantsLeaderBoard>5</participantsLeaderBoard><percentageDecimalPlaces>0</percentageDecimalPlaces><responseCounterAutoInsert>No</responseCounterAutoInsert><responseCounterStyle>Oval</responseCounterStyle><responseCounterDisplayValue># of Votes Received</responseCounterDisplayValue><insertObjectUsingColor>Red</insertObjectUsingColor><showResults>Yes</showResults><teamColors>Use PowerPoint Color Scheme</teamColors><teamIdentificationType>None</teamIdentificationType><teamScoringType>Voting pads only</teamScoringType><teamScoringDecimalPlaces>1</teamScoringDecimalPlaces><teamIdentificationItem></teamIdentificationItem><teamsLeaderBoard>5</teamsLeaderBoard><teamName1></teamName1><teamName2></teamName2><teamName3></teamName3><teamName4></teamName4><teamName5></teamName5><teamName6></teamName6><teamName7></teamName7><teamName8></teamName8><teamName9></teamName9><teamName10></teamName10><showControlBar>All Slides</showControlBar><defaultCorrectPointValue>0</defaultCorrectPointValue><defaultIncorrectPointValue>0</defaultIncorrectPointValue><chartColor1>187,224,227</chartColor1><chartColor2>51,51,153</chartColor2><chartColor3>0,153,153</chartColor3><chartColor4>153,204,0</chartColor4><chartColor5>128,128,128</chartColor5><chartColor6>0,0,0</chartColor6><chartColor7>0,102,204</chartColor7><chartColor8>204,204,255</chartColor8><chartColor9>255,0,0</chartColor9><chartColor10>255,255,0</chartColor10><teamColor1>187,224,227</teamColor1><teamColor2>51,51,153</teamColor2><teamColor3>0,153,153</teamColor3><teamColor4>153,204,0</teamColor4><teamColor5>128,128,128</teamColor5><teamColor6>0,0,0</teamColor6><teamColor7>0,102,204</teamColor7><teamColor8>204,204,255</teamColor8><teamColor9>255,0,0</teamColor9><teamColor10>255,255,0</teamColor10><displayAnswerImagesDuringVote>Yes</displayAnswerImagesDuringVote><displayAnswerImagesWithResponses>Yes</displayAnswerImagesWithResponses><displayAnswerTextDuringVote>Yes</displayAnswerTextDuringVote><displayAnswerTextWithResponses>Yes</displayAnswerTextWithResponses><questionSlideID></questionSlideID><controlBarState>Expanded</controlBarState><isGridColorKnownColor>True</isGridColorKnownColor><gridColorName>Yellow</gridColorName></Settings><br />Listen<br />Practice<br />Teach<br />Learn<br />Invite<br />Participate<br />Monitor<br />Are You Engaged?<br />Join<br />Engage<br />
  66. 66. <?xml version="1.0"?><AllQuestions /><br /><?xml version="1.0"?><AllAnswers /><br /><?xml version="1.0"?><AllResponses /><br /><?xml version="1.0"?><Settings><answerBulletFormat>Numeric</answerBulletFormat><answerNowAutoInsert>No</answerNowAutoInsert><answerNowStyle>Explosion</answerNowStyle><answerNowText>Answer Now</answerNowText><chartColors>Use PowerPoint Color Scheme</chartColors><chartType>Horizontal</chartType><correctAnswerIndicator>Checkmark</correctAnswerIndicator><countdownAutoInsert>No</countdownAutoInsert><countdownSeconds>10</countdownSeconds><countdownSound>TicToc.wav</countdownSound><countdownStyle>Box</countdownStyle><gridAutoInsert>No</gridAutoInsert><gridFillStyle>Answered</gridFillStyle><gridFillColor>255,255,0</gridFillColor><gridOpacity>50%</gridOpacity><gridTextStyle>Keypad #</gridTextStyle><inputSource>Response Devices</inputSource><multipleResponseDivisor># of Responses</multipleResponseDivisor><participantsLeaderBoard>5</participantsLeaderBoard><percentageDecimalPlaces>0</percentageDecimalPlaces><responseCounterAutoInsert>No</responseCounterAutoInsert><responseCounterStyle>Oval</responseCounterStyle><responseCounterDisplayValue># of Votes Received</responseCounterDisplayValue><insertObjectUsingColor>Red</insertObjectUsingColor><showResults>Yes</showResults><teamColors>Use PowerPoint Color Scheme</teamColors><teamIdentificationType>None</teamIdentificationType><teamScoringType>Voting pads only</teamScoringType><teamScoringDecimalPlaces>1</teamScoringDecimalPlaces><teamIdentificationItem></teamIdentificationItem><teamsLeaderBoard>5</teamsLeaderBoard><teamName1></teamName1><teamName2></teamName2><teamName3></teamName3><teamName4></teamName4><teamName5></teamName5><teamName6></teamName6><teamName7></teamName7><teamName8></teamName8><teamName9></teamName9><teamName10></teamName10><showControlBar>All Slides</showControlBar><defaultCorrectPointValue>0</defaultCorrectPointValue><defaultIncorrectPointValue>0</defaultIncorrectPointValue><chartColor1>187,224,227</chartColor1><chartColor2>51,51,153</chartColor2><chartColor3>0,153,153</chartColor3><chartColor4>153,204,0</chartColor4><chartColor5>128,128,128</chartColor5><chartColor6>0,0,0</chartColor6><chartColor7>0,102,204</chartColor7><chartColor8>204,204,255</chartColor8><chartColor9>255,0,0</chartColor9><chartColor10>255,255,0</chartColor10><teamColor1>187,224,227</teamColor1><teamColor2>51,51,153</teamColor2><teamColor3>0,153,153</teamColor3><teamColor4>153,204,0</teamColor4><teamColor5>128,128,128</teamColor5><teamColor6>0,0,0</teamColor6><teamColor7>0,102,204</teamColor7><teamColor8>204,204,255</teamColor8><teamColor9>255,0,0</teamColor9><teamColor10>255,255,0</teamColor10><displayAnswerImagesDuringVote>Yes</displayAnswerImagesDuringVote><displayAnswerImagesWithResponses>Yes</displayAnswerImagesWithResponses><displayAnswerTextDuringVote>Yes</displayAnswerTextDuringVote><displayAnswerTextWithResponses>Yes</displayAnswerTextWithResponses><questionSlideID></questionSlideID><controlBarState>Expanded</controlBarState><isGridColorKnownColor>True</isGridColorKnownColor><gridColorName>Yellow</gridColorName></Settings><br />Listen<br />Practice<br />Teach<br />Learn<br />Invite<br />Participate<br />Monitor<br />QUESTIONS?<br />Join<br />Engage<br />
  67. 67. A Shameless Plug “To advance and advocate the discipline of credibleword of mouth marketing both online and offline.”<br /><ul><li>Credible word of mouth marketing and use of social media.
  68. 68. Ethical Leadership: Protect consumers. Protect your brand.
  69. 69. Best Practices: Helping you become a better WOM marketer.
  70. 70. Measurable ROI: Standards that improve impact and accountability.
  71. 71. Community: Enthusiasts – Brands – Service Providers </li></ul>www.womma.org <br />
  72. 72. <?xml version="1.0"?><AllQuestions /><br /><?xml version="1.0"?><AllAnswers /><br /><?xml version="1.0"?><AllResponses /><br /><?xml version="1.0"?><Settings><answerBulletFormat>Numeric</answerBulletFormat><answerNowAutoInsert>No</answerNowAutoInsert><answerNowStyle>Explosion</answerNowStyle><answerNowText>Answer Now</answerNowText><chartColors>Use PowerPoint Color Scheme</chartColors><chartType>Horizontal</chartType><correctAnswerIndicator>Checkmark</correctAnswerIndicator><countdownAutoInsert>No</countdownAutoInsert><countdownSeconds>10</countdownSeconds><countdownSound>TicToc.wav</countdownSound><countdownStyle>Box</countdownStyle><gridAutoInsert>No</gridAutoInsert><gridFillStyle>Answered</gridFillStyle><gridFillColor>255,255,0</gridFillColor><gridOpacity>50%</gridOpacity><gridTextStyle>Keypad #</gridTextStyle><inputSource>Response Devices</inputSource><multipleResponseDivisor># of Responses</multipleResponseDivisor><participantsLeaderBoard>5</participantsLeaderBoard><percentageDecimalPlaces>0</percentageDecimalPlaces><responseCounterAutoInsert>No</responseCounterAutoInsert><responseCounterStyle>Oval</responseCounterStyle><responseCounterDisplayValue># of Votes Received</responseCounterDisplayValue><insertObjectUsingColor>Red</insertObjectUsingColor><showResults>Yes</showResults><teamColors>Use PowerPoint Color Scheme</teamColors><teamIdentificationType>None</teamIdentificationType><teamScoringType>Voting pads only</teamScoringType><teamScoringDecimalPlaces>1</teamScoringDecimalPlaces><teamIdentificationItem></teamIdentificationItem><teamsLeaderBoard>5</teamsLeaderBoard><teamName1></teamName1><teamName2></teamName2><teamName3></teamName3><teamName4></teamName4><teamName5></teamName5><teamName6></teamName6><teamName7></teamName7><teamName8></teamName8><teamName9></teamName9><teamName10></teamName10><showControlBar>All Slides</showControlBar><defaultCorrectPointValue>0</defaultCorrectPointValue><defaultIncorrectPointValue>0</defaultIncorrectPointValue><chartColor1>187,224,227</chartColor1><chartColor2>51,51,153</chartColor2><chartColor3>0,153,153</chartColor3><chartColor4>153,204,0</chartColor4><chartColor5>128,128,128</chartColor5><chartColor6>0,0,0</chartColor6><chartColor7>0,102,204</chartColor7><chartColor8>204,204,255</chartColor8><chartColor9>255,0,0</chartColor9><chartColor10>255,255,0</chartColor10><teamColor1>187,224,227</teamColor1><teamColor2>51,51,153</teamColor2><teamColor3>0,153,153</teamColor3><teamColor4>153,204,0</teamColor4><teamColor5>128,128,128</teamColor5><teamColor6>0,0,0</teamColor6><teamColor7>0,102,204</teamColor7><teamColor8>204,204,255</teamColor8><teamColor9>255,0,0</teamColor9><teamColor10>255,255,0</teamColor10><displayAnswerImagesDuringVote>Yes</displayAnswerImagesDuringVote><displayAnswerImagesWithResponses>Yes</displayAnswerImagesWithResponses><displayAnswerTextDuringVote>Yes</displayAnswerTextDuringVote><displayAnswerTextWithResponses>Yes</displayAnswerTextWithResponses><questionSlideID></questionSlideID><controlBarState>Expanded</controlBarState><isGridColorKnownColor>True</isGridColorKnownColor><gridColorName>Yellow</gridColorName></Settings><br />Let’s ConnectTwitter: @NW_Mktg_GuyFacebook: Rod Brookse-mail: Rod.Brooks@PEMCO.comNEW - Blog:www.rodbrooks.com<br />

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