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Every connection is a new opportunity™
How to Organize Internally
for Rep Management Externally
Aneta Hall (@anetah)
Socia...
January 30, 2015 PBI Internal use only 2
Pitney Bowes is Changing…
We help companies
optimize their business
communication...
January 30, 2015 PBI Internal use only 3
We help companies
optimize their business
communications,
transactions &
interact...
January 30, 2015 PBI Internal use only 4
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/Pi...
January 30, 2015 PBI Internal use only 5
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/Pi...
January 30, 2015 PBI Internal use only 6
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/Pi...
January 30, 2015 PBI Internal use only 7
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/Pi...
January 30, 2015 PBI Internal use only 8
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/Pi...
January 30, 2015 PBI Internal use only 9
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/Pi...
January 30, 2015 PBI Internal use only 10
What is your Brand Engagement with Social Media?
Traditional
communication struc...
January 30, 2015 PBI Internal use only 11
5 Tips (that worked :)
for Grass-roots Social Media Organization
at Pitney Bowes
January 30, 2015 PBI Internal use only 12
Tip 1: Corporate Social Media Belongs to
Those who Participate. MAKE CONTACT!
January 30, 2015 PBI Internal use only 13
Tip 2: Begin the Education Process NOW…
 Emerging Media Forums
 Blogger Meetup...
January 30, 2015 PBI Internal use only 14
Tip 3: Address Customer Service Issues
in SM from the get-go
January 30, 2015 PBI Internal use only 15
Tip 4: Explain how to Measure SM efforts SIMPLY!
Level 1: ATTENTION METRICS
Leve...
January 30, 2015 PBI Internal use only 16
Tip 5: Set up Reputation Management
Workflows to avoid PR crisis
http://www.smal...
January 30, 2015 PBI Internal use only 17
Thank you & Ask away!
This resentation available at slideshare.net/pitneybowes
E...
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How to Organize Internally for Reputation Management Externally

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Presentation given Aneta Hall, Social Media Strategist at Pitney Bowes during the Business Development Institute (BDI) Social Media Reputation Management Conference in NYC 3/24/2010. Describes Pitney Bowes' social media initiatives including bottom-up approach to Social Media governance.

Published in: Business
  • Thanks Aneta. Yours was a thoughtful, and most useful presentation.
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How to Organize Internally for Reputation Management Externally

  1. 1. Every connection is a new opportunity™ How to Organize Internally for Rep Management Externally Aneta Hall (@anetah) Social Media Strategist Pitney Bowes, Inc. March 24, 2010
  2. 2. January 30, 2015 PBI Internal use only 2 Pitney Bowes is Changing… We help companies optimize their business communications, transactions & interactions to enable business growth. •Customer Relationship Management (CRM) •Location Intelligence •Predictive Analytics •Postage Meters •High volume Production Mail •Mail Presorting Business Insight Mail Services •Customer Communication Mgmt (CCM) •Print & Mail mgmt. Managed Services
  3. 3. January 30, 2015 PBI Internal use only 3 We help companies optimize their business communications, transactions & interactions to enable business growth. Corporate Message: Social Media Messages:vs. Keywordcloud
  4. 4. January 30, 2015 PBI Internal use only 4 facebook.com/PitneyBowes twitter.com/PitneyBowes Flickr.com/PBcorp youtube.com/PitneyBowesInc pbconnect.com/blog Social Media Ambassadors Corporate Soc. Media channels Traditional channels slideshare.net/pitneybowes forums.pb.com 1-800-322-8000 www.pb.com Investor Relations: investorrelations@pb.com
  5. 5. January 30, 2015 PBI Internal use only 5 facebook.com/PitneyBowes twitter.com/PitneyBowes Flickr.com/PBcorp youtube.com/PitneyBowesInc pbconnect.com/blog Social Media Ambassadors Corporate Soc. Media channels Traditional channels slideshare.net/pitneybowes forums.pb.com 1-800-322-8000 www.pb.com Investor Relations: investorrelations@pb.com http://pbconnect.com/blog
  6. 6. January 30, 2015 PBI Internal use only 6 facebook.com/PitneyBowes twitter.com/PitneyBowes Flickr.com/PBcorp youtube.com/PitneyBowesInc pbconnect.com/blog Social Media Ambassadors Corporate Soc. Media channels Traditional channels slideshare.net/pitneybowes forums.pb.com 1-800-322-8000 www.pb.com Investor Relations: investorrelations@pb.com http://forums.pb.com
  7. 7. January 30, 2015 PBI Internal use only 7 facebook.com/PitneyBowes twitter.com/PitneyBowes Flickr.com/PBcorp youtube.com/PitneyBowesInc pbconnect.com/blog Social Media Ambassadors Corporate Soc. Media channels Traditional channels slideshare.net/pitneybowes forums.pb.com 1-800-322-8000 www.pb.com Investor Relations: investorrelations@pb.com http://twitter.com/pitneybowes/pitney-bowes-tweeps/members
  8. 8. January 30, 2015 PBI Internal use only 8 facebook.com/PitneyBowes twitter.com/PitneyBowes Flickr.com/PBcorp youtube.com/PitneyBowesInc pbconnect.com/blog Social Media Ambassadors Corporate Soc. Media channels Traditional channels slideshare.net/pitneybowes forums.pb.com 1-800-322-8000 www.pb.com Investor Relations: investorrelations@pb.com
  9. 9. January 30, 2015 PBI Internal use only 9 facebook.com/PitneyBowes twitter.com/PitneyBowes Flickr.com/PBcorp youtube.com/PitneyBowesInc pbconnect.com/blog Social Media Ambassadors Corporate Soc. Media channels Traditional channels slideshare.net/pitneybowes forums.pb.com 1-800-322-8000 www.pb.com Investor Relations: investorrelations@pb.com EMPLOYEE CHALLENGE:
  10. 10. January 30, 2015 PBI Internal use only 10 What is your Brand Engagement with Social Media? Traditional communication structure Social Media communication structure
  11. 11. January 30, 2015 PBI Internal use only 11 5 Tips (that worked :) for Grass-roots Social Media Organization at Pitney Bowes
  12. 12. January 30, 2015 PBI Internal use only 12 Tip 1: Corporate Social Media Belongs to Those who Participate. MAKE CONTACT!
  13. 13. January 30, 2015 PBI Internal use only 13 Tip 2: Begin the Education Process NOW…  Emerging Media Forums  Blogger Meetups  PB Tweetups  Collaboration on Yammer  Social Media Strategy Sessions  Channel Training  Social Media Wiki Social Media Wiki
  14. 14. January 30, 2015 PBI Internal use only 14 Tip 3: Address Customer Service Issues in SM from the get-go
  15. 15. January 30, 2015 PBI Internal use only 15 Tip 4: Explain how to Measure SM efforts SIMPLY! Level 1: ATTENTION METRICS Level 2: ENGAGEMENT METRICS Level 3: INFLUENCE METRICS (tied to business goals) •Time on site •# comments/ likes/ RTs •Share of voice •User Generated Content •Web traffic (Visits, visitors) •Social media traffic sources •# Friends/followers •SALES: # Qualified leads, Net Promoter Score •CUST. LOYALTY: cust. retention level of SM channel participants •AWARENESS: Share of conversations
  16. 16. January 30, 2015 PBI Internal use only 16 Tip 5: Set up Reputation Management Workflows to avoid PR crisis http://www.smallbusinesssem.com/reputation-management-the-air-force-way/1395/
  17. 17. January 30, 2015 PBI Internal use only 17 Thank you & Ask away! This resentation available at slideshare.net/pitneybowes Every connection is a new opportunity™ Aneta Hall Email Aneta.Hall@pb.com Blog: www.AnetaHall.com Twitter: @anetaH Facebook: Facebook.com/AnetaHall

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