1. The business value of community management.
2. The functions of a community manager from a business perspective.
3. Tips on identifying, hiring, training and managing community managers.
Presentation delivered at General Mills for MIMA on 16 November 2011
IBM presentation at Digital Media Barcelona- Twitter For Business Microbloggi...the bureau, digital agency
IBM presentation: Twitter for business - Microblogging goes to work by Delphine Remy-Boutant, WW Social Media Marketing Manager IBM SWG - Digital Media Barcelona event 16th September
Learning From Listening - Utilizing Social Media MonitoringAlterian
The emergence of digital channels and internet-based social media has created a new world of communications. In order to stay ahead of your competition understanding these conversations and engaging within them is key to marketing success. This presentation goes through how to utilize Social Media Monitoring as market research to further engage your prospects and customers.
Social Media For Small Business_By Jenni Lloyd, NixonMcInnesRuthBaker
Jenni Lloyd; Experience Designer and Consultant at NixonMcInnes' presentation on Social Media for Small Businesses at Fresh Business Thinking event.
More information on Jenni can be found here - http://www.nixonmcinnes.co.uk/people/jenni/
More information on NixonMcInnes can be found here - http://www.nixonmcinnes.co.uk/
In our web 2.0 world, the business landscape has changed. Consumers refuse to be interrupted anymore - demanding that brands engage with them.
People do business with people they like, know, and trust. By utilizing the social media tools available to all of us, businesses can become human. By creating valuable content and engaging with customers where they are, businesses are creating real relationships, resulting in real trust.
This presentation offers a high-level overview to where we've been, where we are, and we're we are going in social media. It gives simple-to-follow steps to start implementing social media into a business. It's not comprehensive, but can help a business take that first step.
Content developed by Jon Thomas and M80 (m80im.com). Presentation designed by Jon Thomas at Presentation Advisors (www.presentationadvisors.com).
IBM presentation at Digital Media Barcelona- Twitter For Business Microbloggi...the bureau, digital agency
IBM presentation: Twitter for business - Microblogging goes to work by Delphine Remy-Boutant, WW Social Media Marketing Manager IBM SWG - Digital Media Barcelona event 16th September
Learning From Listening - Utilizing Social Media MonitoringAlterian
The emergence of digital channels and internet-based social media has created a new world of communications. In order to stay ahead of your competition understanding these conversations and engaging within them is key to marketing success. This presentation goes through how to utilize Social Media Monitoring as market research to further engage your prospects and customers.
Social Media For Small Business_By Jenni Lloyd, NixonMcInnesRuthBaker
Jenni Lloyd; Experience Designer and Consultant at NixonMcInnes' presentation on Social Media for Small Businesses at Fresh Business Thinking event.
More information on Jenni can be found here - http://www.nixonmcinnes.co.uk/people/jenni/
More information on NixonMcInnes can be found here - http://www.nixonmcinnes.co.uk/
In our web 2.0 world, the business landscape has changed. Consumers refuse to be interrupted anymore - demanding that brands engage with them.
People do business with people they like, know, and trust. By utilizing the social media tools available to all of us, businesses can become human. By creating valuable content and engaging with customers where they are, businesses are creating real relationships, resulting in real trust.
This presentation offers a high-level overview to where we've been, where we are, and we're we are going in social media. It gives simple-to-follow steps to start implementing social media into a business. It's not comprehensive, but can help a business take that first step.
Content developed by Jon Thomas and M80 (m80im.com). Presentation designed by Jon Thomas at Presentation Advisors (www.presentationadvisors.com).
Are you a small business owner looking for ways to grow your business? Are you looking to attract more leads to your business, or have heard about Social Media Marketing, Here’s all you need to know as a small business owner to begin increasing revenues using social media.
Social Media For Business Part 1 Social Media BasicsSteven Fisher
In Part 1, we lay the foundation and explain the basics of social media, what created this new technology area, what tools are available and what it is used for in a business setting.
10 tips to increase sales and business efficiency thanks to social medias.
1.Start with the core
2.Frame your business social media strategy
3.Establish business goals
4.Choose your channels wisely
5.Design your business special media approach
6.Measure
Delivered at the TDWI Executive Summit, Las Vegas, Feb 2010. Discusses socila medial and its relationship to business intelligence. Copyright William Baker.
In support of Community Manager Appreciation Day (2011) we decided to ask 15 of the best community managers we know what did/didn't work in 2010 and what they expect for 2011.
Envato is an ecosystem of sites that help people be creative. Nurturing, empowering and supporting a thriving community has been critical to its success – you could say Envato is in the business of community.
CEO Collis Ta’eed shares the community journey at Envato and lessons learned along the way, including the community’s relationship to company purpose, the ecosystem model it has generated, the value to the staff and customers, and the systems and processes necessary to impactfully adopt it as a central pillar of business.
Are you a small business owner looking for ways to grow your business? Are you looking to attract more leads to your business, or have heard about Social Media Marketing, Here’s all you need to know as a small business owner to begin increasing revenues using social media.
Social Media For Business Part 1 Social Media BasicsSteven Fisher
In Part 1, we lay the foundation and explain the basics of social media, what created this new technology area, what tools are available and what it is used for in a business setting.
10 tips to increase sales and business efficiency thanks to social medias.
1.Start with the core
2.Frame your business social media strategy
3.Establish business goals
4.Choose your channels wisely
5.Design your business special media approach
6.Measure
Delivered at the TDWI Executive Summit, Las Vegas, Feb 2010. Discusses socila medial and its relationship to business intelligence. Copyright William Baker.
In support of Community Manager Appreciation Day (2011) we decided to ask 15 of the best community managers we know what did/didn't work in 2010 and what they expect for 2011.
Envato is an ecosystem of sites that help people be creative. Nurturing, empowering and supporting a thriving community has been critical to its success – you could say Envato is in the business of community.
CEO Collis Ta’eed shares the community journey at Envato and lessons learned along the way, including the community’s relationship to company purpose, the ecosystem model it has generated, the value to the staff and customers, and the systems and processes necessary to impactfully adopt it as a central pillar of business.
This presentation goes beyond just social media and will include high level strategy as well as low level tactics. It also introduces the importance of engagement in creating and deepening your relationship with brand ambassadors.
Specific case studies are included as well as options for calculating ROI.
Presentation by Sean Moffitt of Agent Wildfire from SMC Seattle's 9/29 event. Uses case studies of brands successfully using social media along with trends in community engagement, and stats on the impact social media makes on a company's bottom line.
Social Media: The Old Game Has New RulesHeather Lytle
Presentation to understand the basics of how social media has changed the landscape of marketing. It is the same game, just with new rules. Identifies "Presence" as the most important "P" in the new media marketing mix.
This presentation version includes more detailed text for those unable to attend presentation in person.
Care about learning 'The Social Enterprise of 2014' You will find this deck presented by Bhupendra Khanal (CEO, Simplify360) during Digital Marketing Webinar for Digital Vidya. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/
Social Media is a powerful way for organizations of every size and industry to interact with their customers, critics, fans, and partners. The introduction of Social Media has enabled users to post comments, thoughts and opinions about services and products. With the increased frequency of participation in these sites, users are quickly becoming co-contributors to your brand — making it difficult to control your own messaging. This complimentary webinar is great for marketers looking to quickly get up-to-speed on the elements of Social Media, and more importantly, how to leverage those elements to increase ROI and take control of brand positioning.
In the Social Business Journal Volume 1, eighteen thought leaders share their insights on key topics on the road to social business success. Sign up to receive Volume 2 on the last slide. Enjoy!
Similar to Community Management for Business: A primer (20)
The what, why and how of Social Media ROI: Business definitions, methodologies and situational narrative. This presentation's purpose is to clarify what ROI is and isn't within the context of Social Media and offers a basic explanation of how to tie Social Media activities to real ROI.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
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.
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...Kumar Satyam
According to TechSci Research report, “India Orthopedic Devices Market -Industry Size, Share, Trends, Competition Forecast & Opportunities, 2030”, the India Orthopedic Devices Market stood at USD 1,280.54 Million in 2024 and is anticipated to grow with a CAGR of 7.84% in the forecast period, 2026-2030F. The India Orthopedic Devices Market is being driven by several factors. The most prominent ones include an increase in the elderly population, who are more prone to orthopedic conditions such as osteoporosis and arthritis. Moreover, the rise in sports injuries and road accidents are also contributing to the demand for orthopedic devices. Advances in technology and the introduction of innovative implants and prosthetics have further propelled the market growth. Additionally, government initiatives aimed at improving healthcare infrastructure and the increasing prevalence of lifestyle diseases have led to an upward trend in orthopedic surgeries, thereby fueling the market demand for these devices.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
https://skyeresidences.com/commute/
https://skyeresidences.com/contact/
https://skyeresidences.com/queen-suite-with-sofa-bed/
https://skyeresidences.com/queen-suite-with-sofa-bed-and-balcony/
https://skyeresidences.com/queen-suite-with-sofa-bed-accessible/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-king-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed-accessible/
#Skye Residences Etobicoke, #Skye Residences Near Toronto Airport, #Skye Residences Toronto, #Skye Hotel Toronto, #Skye Hotel Near Toronto Airport, #Hotel Near Toronto Airport, #Near Toronto Airport Accommodation, #Suites Near Toronto Airport, #Etobicoke Suites Near Airport, #Hotel Near Toronto Pearson International Airport, #Toronto Airport Suite Rentals, #Pearson Airport Hotel Suites
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.
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
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.
7. : You are basically looking at
two schools of thought.
8. So what you’re telling me is that
if we don’t get into social media, our
company will just shrivel up and die?
I saw it on CNN.
1. The “we need to be in social media too” crowd.
9. I can’t wait to manage
conversations!
We’re going to score
This engagement strategy is so many retweets!!!
going to be epic!
Buzzword salad.
16. How can we use this medium
to build value
for our customers?
… and be even better
at what we do?
2. The “we want to leverage social media to improve business” crowd.
29. Communities can form around a variety of objects:
Brand: Apple, Harley Davidson, Canon
Hobby: Wood turning, PC gaming, Gardening
Sports: Triathlon, Football, Car racing (and sub-categories)
Clubs: Fraternities, associations, sports teams
Lifestyle: Vegetarianism, modern primitives, hipsters, emo
Products: Ford Mustang, Google+, Cheerios
Causes: Ending hunger in Africa, Fighting poverty in the US
Movements: #OccupyWallStreet
Celebrities: Lady Gaga, Ashton Kutcher, Bono, the Pope
Entertainment: Music, movies, games, theater (and sub-categories)
Religion: Denominations & topic subcategories
Politics: World views & topic subcategories
Technology: Categories & topic subcategories
Professional: Massage therapists, dentists, students
Etc.
30. Communities can form around a variety of objects:
Brand: Apple, Harley Davidson, Canon
Hobby: Wood turning, PC gaming, Gardening
Sports: Triathlon, Football, Car racing (and sub-categories)
Clubs: Fraternities, associations, sports teams
Lifestyle: Vegetarianism, G&L,
Products: Ford Mustang, Google+, Cheerios
Causes: Ending hunger in Africa, Fighting poverty in the US
Movements: #OccupyWallStreet
Celebrities: Lady Gaga, Ashton Kutcher, Bono, the Pope
Entertainment: Music, movies, games, theater (and sub-categories)
Religion: Denominations & topic subcategories
Politics: World views & topic subcategories
Technology: Categories & topic subcategories
Professional: Massage therapists, dentists, students
Etc.
32. Where are the areas of intersect between you and your market?
If you’re a General Mills, for example, communities to look into might be…
Foodies Recipes
preparation ideas
Storage ideas
Health-conscious Benefits of eating Cheerios
Eco-conscious How does General Mills support their values?
Global Trade Watchers How is General Mills leading the way?
Mommy blogger readers Recommendations, approval, validation
Where does your universe overlap with theirs?
This is the bridge that connects you to them.
Hint: It isn’t just your gizmo or “your brand.”
33. Where are the areas of intersect between you and your market?
If you’re a General Mills, for example, communities to look into might be…
Foodies Recipes
preparation ideas
Storage ideas
Health-conscious Benefits of eating Cheerios
Eco-conscious How does General Mills support their values
Global Trade Watchers How is General Mills leading the way
Mommy blogger readers Recommendations, approval, validation
Some of your content can be pure marketing push, but it
can also be links to content not produced by you or that
doesn’t reference your brand at all.
Think about the broader narrative of the community, not just your own.
34. : “Do we want to just keep marketing
to consumers all day? …
… or do we want to also try and embed ourselves into their
communities and participate in their lives in a more
organic, natural, more relevant manner?” (Because now, we can.)
35. Do you want to be out here – just marketing?
Or do you also want to be down here?
36. …But you are still a business.
: “What are we ultimately trying to
drive?”
37. As a business, what do you really want to drive?
Customer Customer
Acquisition Retention
Customer
Developme
39. What should every interaction drive?
Awareness
Value
Preference
Customer Customer
Acquisition Retention
Awareness
Awareness
Value
Value
Preference Preference
Customer
Developme
41. What roles does your community manager play?
-Becomes the face of the brand online.
-Humanizes the brand
-Serve as a primary brand ambassador
-Represents the brand offline as well (engagement is analog too)
-Monitors digital channels
-(Changes in volume of mentions, tone, topics, threats, opportunities)
-Acts as first line of defense online during a PR crisis.
-Acts as a your representative and the community’s
-Manages and curates your content & social feeds
-Be expected to be a knowledgeable resource
-Support all other relevant business functions
-Customer service, PR, product management, quality control, marketing, sales
42. What should every interaction drive again?
Awareness
Value
Preference
Customer Customer
Acquisition Retention
Awareness
Awareness
Value
Value
Preference Preference
Customer
Developme
43. What does a Community manager do?
Listen
Respond
Share
Drive
Coordinate
Report
Enable & Support
44. What does a Community manager do?
Listen
Mentions
Questions
Ideas
Complaints
Trouble
Respond
Share
Drive
Coordinate
Report
Enable & Support
45. What does a Community manager do?
Listen
Respond
Mentions
Questions
Ideas
Complaints
Trouble
Share
Drive
Coordinate
Report
Enable & Support
46. What does a Community manager do?
Listen
Respond
Share
Content (blog posts, videos, articles, podcasts)
News (Company-related, community-related)
Information (Tips, special offers)
Social objects (Retweets, mentions, etc.)
Drive
Coordinate
Report
Enable & Support
47. What does a Community manager do?
Listen
Respond
Share
Drive
Conversations (Directly)
- #Chats, discussions, WOM
Business objectives (Indirectly)
- Awareness for xyz
- Preference for xyz
Coordinate
Report
Enable & Support
48. What does a Community manager do?
Listen
Respond
Share
Drive
Coordinate
Response to mentions, questions, ideas, complaints, crises
- With appropriate departments & outside agencies
Supports: PR, marketing, ad campaigns, consumer insights,
data analysts, market research, customer service, HR, etc.
Report
Enable & Support
49. What does a Community manager do?
Listen
Respond
Share
Drive
Coordinate
Report
Upwards to management (Social Media Dir., CCO)
Sideways to business teams / product teams
Outward to community
Enable & Support
50. What does a Community manager do?
Listen
Respond
Share
Drive
Coordinate
Report
Enable & Support
In-community advocates
In-community experts
In-community thought leaders
In-community contributors
53. Think of a community manager as
a Chief Communications Officer in training.
54. Grab a sheet of paper and create 3 columns
Qualities Skills Red flags
(Most important)
Cannot be taught Can be taught Relating to qualities = bad
Relating to skills = assess and address
55. Qualities
Someone naturally friendly, helpful, compassionate and giving.
(Whatever the opposite of an asshole is, that is what you want.)
Passionate about your company, its products, its mission.
(Hard to be an ambassador and front-line defender if it’s just a job.)
Natural communicator. Grammar, spelling, tone, etc.
(Offline, online, everywhere, on every platform.)
Eager collaborator.
Good sense of humor.
Good sense of what is and isn’t appropriate.
Will keep a cool head no matter what the crisis.
56. Skills / experience
Fluency with your company & brand(s)
Technical fluency with your products
Ability to legitimately establish leadership role within the community
Fluency with social and digital platforms (Twitter, Facebook, etc.)
Fluency with social and digital workflow tools (Spiral16, Radian6, etc.)
Fluent with your social media org chart (collaboration)
Conflict resolution experience
Crisis communications experience
Customer service experience
Business (operational) savvy
Other community management experience
57. Red flags
The applicant looks great on paper but strikes you as an asshole.
Poor communications skills.
Any sign of immaturity that isn’t charming.
Too much focus on a “personal brand.” Talks about themselves a lot.
Virtually no online social engagement. (Anemic feed.)
Too focused on social or digital “marketing.”
Can’t or won’t take work home. (CM isn’t just a 9-5 job.)
Has worked as a community manager for “a ton of companies.”
Lone wolf syndrome (doesn’t play well with others).
Their online behavior.
Their CV’s “narrative” does not match their online profile.
58. Who is responsible for the community manager?
It is the social media director’s job to properly
identify, recruit, develop and manage community managers.
It helps to partner with the company’s
PR, Legal, HR, IT, Customer Service, and Product
Management resources (among others) to address any and
all skill gaps and potential red flags.
A framework of training, evaluation and internal certification
needs to be established and followed.
It is crucial to have a qualified social media director on staff
who knows how to do this OR to work with consulting
organizations that can perform this function.
59.
60. FIND OUT MORE AT SMROI.NET
Ask away.
Olivier Blanchard
864.630.7398
www.thebrandbuildermarketing.com
@thebrandbuilder (on Twitter)
61. Slide Credits
Some slides shamefully borrowed from Flickr and Google Images. Attribution or lack thereof may not necessarily reflect all international image copyrights or
ownership. If you feel that one of your images was used in this presentation without your permission or proper attribution, please contact me at your convenience
and the image will be either properly attributed or removed at your request.
Slides 1, 2, 22-28, 35, 40 Archival images
Slide 3 http://img.moonbuggy.org/children-in-gas-masks/
Slides 4, 5, 6, 8, 9, 14, 16-21, www.ufoseries.com
Slide 10 www.systemcomic.com
Slides 11, 12, 13 www.tomfishburne.com
Slide 15 www.templeofcats.com
Slide 51 www.smroi.net
Slide 52 www.olivierblanchard.net
FIND OUT MORE AT SMROI.NET