Whether or not we should be measuring social media, or why we should be measuring it. Measuring social media ROI isn’t impossible, but it can be difficult because many of the pieces that need to be evaluated are difficult to track. Lets track down those pieces and determine the ROI you’re getting on social media.
Topics included:
• What to measure in social media?
• What tools will help you measure social media?
• The basic building blocks of a measurement dashboard for community managers?
Whether or not we should be measuring social media, or why we should be measuring it. Measuring social media ROI isn’t impossible, but it can be difficult because many of the pieces that need to be evaluated are difficult to track. Lets track down those pieces and determine the ROI you’re getting on social media.
Topics included:
• What to measure in social media?
• What tools will help you measure social media?
• The basic building blocks of a measurement dashboard for community managers?
Infosys Insights: Improving effectiveness of social media strategyInfosys
It has always been challenging for businesses to determine the right resource allocation for the successful implementation of a social media strategy. Many organizations find it hard to improve the effectiveness of a social media strategy in promoting brands and increasing revenues. An iterative quantification framework, the right tools, and the ability to quantify key business relationships are critical in increasing a strategy’s effectiveness.
Kinship Social Media Command Center Expertise KINSHIP digital
Building a Social Media Command Centre is a question of strategy and decision-making between the optimum balance of in-house and external resources.
KINSHIP owns, operates, consults, supplements and enhances Social Media Command Centers - our own and those of clients. Our business-focused methodology, combined with our understanding of social strategy and social technologies, ensures a managed outcome within time and budget for new entrants into social media monitoring.
We are also expert in establishing offshore Social Media Command Centres including strategy, design, recruiting, training and managing staff on behalf of clients. We sometimes do this as Build Own Transfer and other times as Build Own Operate for clients.
Follow us @KINSHIPd
Social Media has a strong influence on consumer behaviour and brand commitment. It is part of a new “word of mouth” culture where recommendations are not only given and received amongst family and friends - but amongst a much wider audience. New business models such as group buying, move far beyond a recommendation to an immediate call to action from friends.
Consumers are now used to read other peoples’ comments and that influence their purchase decisions. There are also many consumers who write comments and want to influence companies in doing so. The consumer wants to be heard and enter into a dialog with companies as opposed to the former one-way communication. These trends show the importance of social media conversation and suggests that social media will gain even more importance in the future than it already does. TNS supports Clients in finiding new insights for Growth
The definitive-guide-to-social-media-marketing-marketoTara Boras
A good guide for those of us that have been working in a more "traditional" communications Ad/Marketing role as to why social media is one of the most powerful ways to reach and engage with consumers today. And why it's one of the most effective (and perhaps cost-effective) channels to connect with your audience.
We have reviewed the responses to our 2011 survey and have identified some surprising results. The most striking insight was that 94% of you believe social media WILL improve your overall business objectives; however very few of you had dedicated substantial budget or resources to your social media campaigns. Additional responses indicated that most of you lack the time and technical knowledge required to implement successful social media campaigns.
Social media contributes value to interactive marketing programs in many ways — but measuring
that value is difficult. The sheer volume of social media metrics can quickly become overwhelming
and distracting for key stakeholders. To keep your team focused, you must become the hub of
your company’s social media marketing reporting and create standardized reporting templates and
frequencies for different types of stakeholders: frequent reporting of digital metrics to community
managers and social media strategists, per-campaign or annual reporting of branding and trial metrics
to other marketing team members, and quarterly or annual reporting of financial metrics to executives
Find the Risk vs. Reward Balance in Social MediaGerardo A Dada
Businesses are increasingly expected to adopt social networking tools, but it must be done with a firm grasp of the risks, rewards and options.
- Determine how social media tools affect your compliance with regulatory and internal requirements
- Identify the right types of social networking solutions for your enterprise
- Measure a real return on your social networking investment
- Develop guidelines for employees to understand the do's and don'ts
Viral Marketing Strategies, Graphing Social Patterns East Presented by Jeff R...Jeff Ragovin
This workshop will provide an overview of marketing and advertising solutions for popular social networks; including Facebook, MySpace, LinkedIn, and others. Attendees will learn how to create social advertising campaigns, create branded groups, drive brand awareness using social apps & widgets, and reach consumer audiences on social networks & widget platforms.
Infosys Insights: Improving effectiveness of social media strategyInfosys
It has always been challenging for businesses to determine the right resource allocation for the successful implementation of a social media strategy. Many organizations find it hard to improve the effectiveness of a social media strategy in promoting brands and increasing revenues. An iterative quantification framework, the right tools, and the ability to quantify key business relationships are critical in increasing a strategy’s effectiveness.
Kinship Social Media Command Center Expertise KINSHIP digital
Building a Social Media Command Centre is a question of strategy and decision-making between the optimum balance of in-house and external resources.
KINSHIP owns, operates, consults, supplements and enhances Social Media Command Centers - our own and those of clients. Our business-focused methodology, combined with our understanding of social strategy and social technologies, ensures a managed outcome within time and budget for new entrants into social media monitoring.
We are also expert in establishing offshore Social Media Command Centres including strategy, design, recruiting, training and managing staff on behalf of clients. We sometimes do this as Build Own Transfer and other times as Build Own Operate for clients.
Follow us @KINSHIPd
Social Media has a strong influence on consumer behaviour and brand commitment. It is part of a new “word of mouth” culture where recommendations are not only given and received amongst family and friends - but amongst a much wider audience. New business models such as group buying, move far beyond a recommendation to an immediate call to action from friends.
Consumers are now used to read other peoples’ comments and that influence their purchase decisions. There are also many consumers who write comments and want to influence companies in doing so. The consumer wants to be heard and enter into a dialog with companies as opposed to the former one-way communication. These trends show the importance of social media conversation and suggests that social media will gain even more importance in the future than it already does. TNS supports Clients in finiding new insights for Growth
The definitive-guide-to-social-media-marketing-marketoTara Boras
A good guide for those of us that have been working in a more "traditional" communications Ad/Marketing role as to why social media is one of the most powerful ways to reach and engage with consumers today. And why it's one of the most effective (and perhaps cost-effective) channels to connect with your audience.
We have reviewed the responses to our 2011 survey and have identified some surprising results. The most striking insight was that 94% of you believe social media WILL improve your overall business objectives; however very few of you had dedicated substantial budget or resources to your social media campaigns. Additional responses indicated that most of you lack the time and technical knowledge required to implement successful social media campaigns.
Social media contributes value to interactive marketing programs in many ways — but measuring
that value is difficult. The sheer volume of social media metrics can quickly become overwhelming
and distracting for key stakeholders. To keep your team focused, you must become the hub of
your company’s social media marketing reporting and create standardized reporting templates and
frequencies for different types of stakeholders: frequent reporting of digital metrics to community
managers and social media strategists, per-campaign or annual reporting of branding and trial metrics
to other marketing team members, and quarterly or annual reporting of financial metrics to executives
Find the Risk vs. Reward Balance in Social MediaGerardo A Dada
Businesses are increasingly expected to adopt social networking tools, but it must be done with a firm grasp of the risks, rewards and options.
- Determine how social media tools affect your compliance with regulatory and internal requirements
- Identify the right types of social networking solutions for your enterprise
- Measure a real return on your social networking investment
- Develop guidelines for employees to understand the do's and don'ts
Viral Marketing Strategies, Graphing Social Patterns East Presented by Jeff R...Jeff Ragovin
This workshop will provide an overview of marketing and advertising solutions for popular social networks; including Facebook, MySpace, LinkedIn, and others. Attendees will learn how to create social advertising campaigns, create branded groups, drive brand awareness using social apps & widgets, and reach consumer audiences on social networks & widget platforms.
Our Social Media Marketing Plan Playbook is a methodology that highlights our tool-kit of tools & templates. Use this methodology to develop a comprehensive social media marketing plan.
Key questions about social media answered for B2B marketers, such as: how are b2b buyers using social media? What are the pitfalls to avoid? And what does b2b social media success look like?
Building a Social Media Marketing Plan Step-by-Step Guide.pdfSMM Panel
Craft a winning social media marketing plan with our step-by-step guide! Maximize your online presence and engagement. Get started now!
Social media marketing has become an indispensable part of the modern business landscape. With billions of people using social media platforms worldwide, it offers a golden opportunity to connect with your target audience, boost brand awareness, and drive business growth. However, to make the most of social media marketing, you need a well-thought-out plan. In this comprehensive guide, we'll take you through the step-by-step process of building an effective social media marketing plan that can help you achieve your business objectives.
Purpose: This Social Media Strategy is primarily a resource to sharpen the focus on current Social Media initiatives using customer-centric methodologies that can be seamlessly integrated back into products to achieve core business objectives. Ultimately stepping up the level of engagement by providing actionable insight into emerging trends in the customer experience. Proposing guidelines that can be used by Stakeholders (on all levels) when collaborating with Marketing to measure success and get the envisioned results from Social Media endeavors. This strategy is not intended as a proposal for a Community but as response to customer needs to give the enterprise a common approach in order to reach customers in a “Right Here, Right Now” society. Therefore recognizing the benefits of a convergence strategy that leverages people’s passion for our products and the ability to collaborate in the social spaces where people live online.
Excellence in Missouri Keynote - Malcolm Baldrige 2012 Social Media CriteriaLisa Qualls
This presentation was given as the closing keynote at the 2011 Excellence in Missouri conference honoring Malcolm Baldrige award winners. Lisa Qualls, Fresh ID CEO reviewed the new 2012 Malcolm Baldrige social media criteria and how companies can prepare their strategy to become a social business.
Similar to CM2 Class Social Media Strategy Development (20)
Session 1 slides from our Digital Leaders 2-Day Bootcamp, January 2016. The next bootcamp is being held on 14th/15th June - details at www.digital-leaders-bootcamp.eventbrite.co.uk
Our presentation to be delivered at the Scottish Business Exhibition/Export Week Scotland on the 14th and 15th of November. Please see our blog for booking details - www.energise2-0.com The presentation asks whether we need a new approach to Export Support Policy in an increasingly 'connected world' and presents 10 key action points for effective use of digital and social media to support SME internationalisation.
Strathclyde MBA: Social Media/Social Business Class Abu Dhabi and Malaysia, M...Hamill Associates Ltd
Slide Set 2 for my forthcoming Strathclyde MBA: Social Media/Social Business Class in Abu Dhabi and Malaysia, May 2013. The main focus is on the emerging topic of Social Business and should be studied together with Slide Set 1 on Social Media.
Strathclyde MBA: Social Media/Social Business Class Abu Dhabi and Malaysia, M...Hamill Associates Ltd
Slide Set 1 for my forthcoming Strathclyde MBA: Social Media/Social Business Class in Abu Dhabi and Malaysia, May 2013. The main focus of the slides is Social Media and Social Media/Social Business Strategy Development. The slides should be studied together with Slide Set 2 entitled 'From Social Media to Social Business'
Our Keynote presentation at the launch of Glasgow City Council's 'Digital Glasgow Strategy' 18th March, 2013. In the presentation we call for the launch of a Gen C Digital Leadership Programme - a programme that would create high quality career opportunities for our young people; while at the same time improving the international competitiveness of Scottish companies through the strategic use of digital technology.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Exploring Patterns of Connection with Social Dreaming
CM2 Class Social Media Strategy Development
1. ‘Mastering Social Media’ ‘Social Media Planning Pays’ Guest Workshops: University of Strathclyde Dr. Jim Hamill jim.hamill@energise2-0.com Alan Stevenson alan.stevenson@energise2-0.com April, 2011
3. SM Opportunities and Progress Made Used effectively, social media can deliver real business benefits in five main areas: Market/Customer Knowledge & Insight Engagement & Reputation Management Enhanced Customer Experience and Loyalty Sales/Marketing Effectiveness, Efficiency and ROI Operations/ Internal Processes (open source and hosted apps) Interest and enthusiasm is growing rapidly Channels are being set up
7. Each Step is being covered in detail on our blog at www.energise2-0.com
8. Five Key Areas Today’s session will focus on five key areas: External Analysis: Evaluate Your Social Media Landscape Internal Analysis: Evaluate Your ‘Readiness to Engage’ Develop Your Social Media Strategy and Action Plans for ‘Getting There’ Evaluate Your Social Media Performance and ROI Organization, People and Resource Issues
10. Evaluate Your SM Landscape The social media landscape and range of applications available is extremely broad and diverse – too wide The starting point in developing a social media engagement strategy is to monitor and evaluate the social media landscape for your business Social media landscaping will help you decide the best generic strategy to follow i.e. the main channels to use and your depth of engagement in each channel. Avoids the ‘we must use it because it is there’ syndrome
12. Key Questions to Address Applications what social media applications are most relevant to our business? Impact what impact is social media having on our industry, how important has it become? Customers how are our customers using social media? What impact is it having on customer behaviour?
13. Key Questions to Address Conversations what online conversations are taking place relevant to our business; who is saying what about our brand/ industry where on the Internet and how should we respond? Features and characteristics what are the key features and characteristics of social media that you need to understand i.e. social media culture? These questions establish a very strong foundation for social media strategy development and successful implementation
15. ‘Be Customer Led’ Three key questions: Who are our customers, who do we wish to engage with? Where do we find them ‘hanging out’ on social media? How can we best engage and energise them?
17. Monitor the Conversations Use Social Media Monitoring Tools to monitor online conversations relevant to your brand No or low cost tools such as Google Alerts, Yahoo Pipes, Social Mention, IceRocket, Blogscope, Blogpulse and ViralHeat, Topsy More expensive and sophisticated tools such as Radian6, Alterian SM2, Sysomos Heartbeat and Infegy SocialRadar
18. Who is talking about Malta, where online, what are they saying?
31. Internal Analysis: Progress Audit and Evaluate Your ‘Readiness to Engage’
32. Progress Audit Evaluate progress made, benchmarked against agreed criteria: What progress has been made? What social media channels do we already use? What is the level of engagement with each channel? Where are the main areas for future improvement? Benchmarking is a key element of the Internal Audit and should be undertaken at five main levels…..
33. SM Benchmarking Social Media Landscape what progress has been made benchmarked against the opportunities presented by your social media landscape? Generic Strategy the level of progress made benchmarked against your generic social media strategy KPIs what progress has been made benchmarked against agreed KPIs?
34. SM Benchmarking Industry ‘Best Practice’ the level of progress made benchmarked against industry ‘best practice’? How does your current level of SM engagement compare with the industry average? What lessons can be learned from industry ‘leaders’? Strategic Gap Analysis based on the above, what is the ‘Strategic Gap’ that exists between the ‘current’ and ‘ideal’ scenarios; between where you are and where you should be? The ‘Strategic Gap’ provides a very strong basis for future social media strategy development
38. Use a Simplified Balanced Scorecard Will ensure that the social media actions and initiatives you take are fully aligned with and supportive of your overall business goals and objectives; that KPIs are agreed for monitoring and evaluating social media performance, business impact and ROI; and all key success factors are considered, especially the organization, people and resource aspects critical to successful strategy implementation A Scorecard approach can also be very useful for internal and external communications – a simple framework to present social media goals, objectives, key actions and initiatives to colleagues, partners and other stakeholders
39. Social Media Balanced Scorecard Not ‘paralysis by analysis’. By providing an agreed framework to follow, the Balanced Scorecard considerably speeds up strategy development and implementation The steps involved can be captured in a Social Media Strategy Map Five key questions to address……
40. Social Media Balanced Scorecard What is the overall social media vision for your organization? What are the key objectives and targets to be achieved? Who are your customers? Key Actions and Initiatives Organisation, Resource and People Issues
45. Social Media Vision Building on existing progress, to leverage the full potential of social media for supporting sustained business growth through establishing a strong online network of high value, high growth potential customers (repeats and referrals) who become ‘brand advocates’ for Jacobite Cruises – engage and energise
46.
47. Build customer loyalty, repeat business, referrals and ‘advocacy’ (quality customer base, quality online network of high value, high growth potential customers, engage and energise)
51. KPIs and Targets Agreed at 3 main levels: Individual Channel Performance – each social media channel provides relevant stats e.g. Facebook Insights, Klout for Twitter Overall Buzz – measured using Social Media Monitoring Tools Business Impact – measured using a ‘hybrid’ approach Relate to the ‘6Is’ Model
52. Customer Segmentation Priority 1 Customers Independent travellers /’walk-up’ customers Day Trippers Tour operators (mainly German, Spanish) Overseas students (Chinese and others) studying in the UK B&B / Accommodation providers
53. Key Social Media Actions & Initiatives Web site Develop a new Jacobite Blog Further development of existing ‘proprietary’ social media channels i.e. facebook, twitter, linkedinetc Proactive participation in ‘external’ forums/groups Medium to longer term- Podcasts/vodcasts; Apps; Location based services; Groupon The use of Web 2.0/Social Media to improve internal process efficiency (cost savings)
55. Channel Action Plans Once your Social Media Strategy has been agreed, brief Action Plans should be developed for each priority SM channel Cascade the Balanced Scorecard approach to each priority channel e.g. LinkedIn, Facebook, Twitter The Action Plan for each channel should include a clear statement of: The overall objectives for that channel The KPIs to be used Specific targets The key channel actions and initiatives for ‘getting there’
63. Monitor and Measure To ensure that your SM strategy delivers a return on investment, it is important to monitor and evaluate on-going performance benchmarked against agreed objectives, KPIs and targets Performance evaluation should be undertaken at three main levels…
64. Monitor and Measure Individual Channel Performance the effectiveness/success of each channel benchmarked against agreed targets for the ‘4Is’ i.e. Involvement, Interaction, Intimacy and Influence most channels provide easy to access statistics for measuring each ‘I’ to a very high degree of accuracy
67. Monitor and Measure Wider Social Media Performance monthly or quarterly reporting of the overall ‘buzz’ created by your SM activities using appropriate Social Media Monitoring tools this will show the impact of your SM activities on others and other channels it measures the volume of mentions, trends over time, which channels are driving your buzz, who is taking your message further, through which channels, and what affection or affinity they are showing, and so on
69. Monitor and Measure Underlying Business Performance the performance of each social media channel and the overall ‘buzz’ created are ‘lead’ rather than ‘lag’ measures in a social media era, they are the main ‘drivers’ of future business performance the final level of performance monitoring, therefore, is linking your social media activity to overall business goals and objectives e.g. enquiries, sales or customer loyalty. Is social media achieving your ultimate business objectives i.e. ‘lag’ measures?
78. Organization, Resource and People Organisation, resource and people issues sit at the bottom of your SM Balanced Scorecard NOT because they are the least important issues to address. In fact, the exact opposite is true. The success of your social media strategy is very much dependent upon appropriate decisions being made in the areas listed below ….. Your ‘Social Media Strategy Document’ should contain a section that covers the following issues…..
79. Organization, Resource and People Roles, responsibilities and resources In-source roles and responsibilities Out-source roles and responsibilities Role of the Social Media champion Social media decision-making and control structures Resource plans Organizational culture and ‘mindset’ Policies and guidelines Social Media Proper Use Policy Social Media Content Guidelines Social Media Channel Guidelines Customer Response Policy and Guidelines Employee Response Policy and Guidelines Legal aspects to the above