Social Networking and How it is Affecting Business

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Presented to the Contact Professionals Alliance as introduction to a workshop on recruiting for call centres using Facebook and social networking (September 10, 2008)

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Social Networking and How it is Affecting Business

  1. 1. Connie Crosby presented to The Contact Professionals Alliance September 10, 2008 Social Networking and How it is Affecting Business
  2. 2. Connie Crosby Rob Reid Dara Renton presented to The Contact Professionals Alliance May 13, 2008 Based on the presentation…
  3. 3. <ul><li>What is Social Networking? </li></ul><ul><li>How is it being used by businesses and consumers? </li></ul><ul><li>How does it impact call centres today? </li></ul>Agenda
  4. 8. image courtesy luxamart .com
  5. 10. http://www.tripharbour.ca & http://www.tripharbor.com
  6. 18. link link
  7. 19. http://www.axe.ca
  8. 21. http://richardatdell.blogspot.com /
  9. 22. Dell Community Ambassadors
  10. 24. link
  11. 31. part of the company’s recruitment strategy
  12. 33. Saul Colt - “Director of Magic”
  13. 35. link
  14. 38. … and potential new employees!
  15. 40. Employees may talk about their jobs
  16. 41. Employees may complain about co-workers
  17. 42. Employees may participate in great social networks
  18. 43. Customer self service and support
  19. 45. <ul><ul><li>Media Literacy </li></ul></ul><ul><ul><li>Privacy </li></ul></ul><ul><ul><li>Copyright </li></ul></ul><ul><ul><li>“ Terms of Use” </li></ul></ul><ul><ul><li>Company Policies </li></ul></ul>
  20. 46. <ul><li>Acceptable Use of Technology </li></ul><ul><li>Access to Information and Protection of Privacy </li></ul><ul><li>Communications Policy </li></ul><ul><li>Conflict of Interest Policy </li></ul><ul><li>Employee Code of Ethics </li></ul><ul><li>Human Rights and Harassment Policy </li></ul>
  21. 48. <ul><li>Develop a “Community Manager” </li></ul><ul><li>Encourage customer generated content </li></ul><ul><li>Enable employee collaboration </li></ul>
  22. 49. Questions ??
  23. 50. Thank you Connie Crosby Principal, Crosby Group Consulting [email_address] Cell (416) 919-6719 http://www.crosbygroup.ca

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