This document outlines how different departments within a company can utilize social media for engagement. The sales department can search social media to understand customer sentiment and engage customers. Product management can use social media as a focus group to gather feedback on new products. The support team can monitor social media to respond to customer comments in real time, address issues, and provide a personal touch to customer interactions.

1. Rudimentary Engagement Model
Rena M Ripp
October 23, 2011

2. Sales involvement
• Sales department can search on key company words to see what
customers are saying
• Research for groups on the social networks and respond to posts and
blogs
• Sales team can skillfully offers relevant insights and observations along the
way, so the meeting becomes an engaging two-way conversation.
• Sales team should ask engaging questions.

3. Product Management
• The use Blogs, Facebook and Twitter, for focus groups will save money and
time.
• Use social media sites to ask questions about the new product.
• Gather responses and compile results
• Create a LinkedIn group to discuss the product requirements
• Launch a campaign on social sites for the launch of new product.
• Do a splash announcing the new product on the social media sites, along
with a Youtube video.

4. Support Team
• Our support team will monitor the social media sites to learn what
customers are saying
• Support team will respond appropriately to any comments from our
customers real time.
• By listening to your customers consistently you can help to nip many
issues in the bud.
• Our team will “be personal” in their responses to bring a human factor to
our company.
• Social media is all about making connections and starting conversations
with customers and prospects.