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advanced communication strategies and tools



       Company XYZ

         social media
Lee Hopkins
                                     Adelaide, 11th Feb 2011
http://www.youtube.com/watch?v=gQ0wFqNfu7A
Risks

Benefits

Case studies
Brand hijacking

The ‘lunatic fringe’

Negative comments

Crisis: no way to respond

Employee error (Vodafone, KC)
Branding

Goodwill

Lead generation

Customer service

Engagement with audiences
3Ts + A = Social Media Ethos

  Truth
  Trust
  Transparency
  Accountability
What if
they don’t
love me?
http://www.youtube.com/watch?v=ypmfs3z8esI
"This afternoon an employee posted an
obscene message from the official Vodafone
UK Twitter profile.

The employee has been suspended
immediately and we have started an internal
investigation. This was not a hack and we
apologise for any offence the tweet may have
caused."
http://www.youtube.com/watch?v=xwgYqIZUtZ0
Kiss
Find your lovers
Start small
Take a pulse
Refine
!@#!            Conclusions
   3T&A
                • Truth, Trust, Transparency &
communication     Accountability
  universe:



                • The Internet
 Black Swan     • 9/11
 moments in
                • PC
   history
                • Harry Potter
When it comes to a
social media strategy,
like most companies
we’re building the
bicycle while we ride it
                  @3MJane

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