This document discusses how social networking sites can be used positively by consumers to address problems with companies. It provides examples of individuals who used Twitter, YouTube, and Digg to publicize issues with United Airlines, Best Buy, and other companies. This exposure led the companies to offer resolutions like apologies, free flights, and gift cards. The document suggests that by sharing complaints or positive comments on a company's Facebook page, consumers can help businesses improve customer service and make better decisions.

1. How Social Networking Is A Positive Force For Consumers By Christopher Trotzuk Made By Christopher Trotzuk

2. When You Have A Problem With A Company What Can You Do??!! Made By Christopher Trotzuk

3. Call Customer Service Hot line Made By Christopher Trotzuk

4. See Customer Service At Their Store Made By Christopher Trotzuk

5. Made By Christopher Trotzuk

6. Today We Now Have More Options Made By Christopher Trotzuk

7. These Options Use Social Networking Sites Like........ Made By Christopher Trotzuk

8. Free social networking micro-blogging service Lets users read and send “tweets” Tweets =Short text based post Tweet is under 140 characters People subscribe to their friends, become their followers “TWEET” Made By Christopher Trotzuk

9. Good For Consumers Because...... Made By Christopher Trotzuk

10. Tweet Estate DJ Waldow never thought it would be possible to sell his home due to the economy Thought and tweeted "Is it possible to leverage power of Twitter to sell our house?" Made By Christopher Trotzuk

11. Tweet Estate Tweeted link, where house’s info was Week later 400 people clicked the link to his house site He sold his house in record time: just over a week Made By Christopher Trotzuk

12. Selling DJ’s House Is Just One Thing Twitter Does Twitter’s Main Purpose Is To Spread The Word About Anything And Everything Made By Christopher Trotzuk

13. Look at this next picture. Everyone here is connected in some way. One person tweets something and then their followers re-tweet it. The word spreads fast with twitter Made By Christopher Trotzuk

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15. Example of a tweeted story Made By Christopher Trotzuk

16. Video sharing website Wide variety of user filmed video content, movie clips, TV shows and music videos Most of the content on YouTube has been uploaded by regular people A huge part of YouTube is when users post videos of themselves for their video blog Made By Christopher Trotzuk

17. Good For Consumers Because...... Made By Christopher Trotzuk

18. Dave Carroll: Musician Flew United Airlines, saw outside plane, flight crew threw his guitar case on ground When he got case, guitar neck was broken United denied they broke it and would not pay to fix $2500 guitar Dave took action so his band made a song about their bad experience Made By Christopher Trotzuk

19. Posted on YouTube, has 7.5 million views After video became viral, United apologized, offered his band free flights Band estimated fan base gained 20X Click Video To play Made By Christopher Trotzuk

20. Social Networking News Site Made for people to discover/share content from anywhere on the internet Users submit links and stories for other to “digg” which means to like Made By Christopher Trotzuk

21. Good For Consumers Because...... Made By Christopher Trotzuk

22. Matt’s Best Buy Experience Best Buy has amazing deal on site!!! Made By Christopher Trotzuk

23. Matt orders 5 online When gets to store for pickup, manager tells him order has to be cancelled because of pricing change Didn't notify Matt, law states they have to honour order Manager says you are not leaving the store with the flash drives Manager cancels the order right in front without Matt’s say so and makes him leave store Phoned customer service, went to customer service at store and wrote a letter Used social networking to his advantage... Made By Christopher Trotzuk

24. Wrote story on consumerist.com Posted link on Digg.com Technology Podcast Diggnation talked about story Very bad press for Best Buy, sent Matt $100 giftcard Click video below to play Made By Christopher Trotzuk

25. Worldwide social networking sites Put together because of many similarities like.. Allows you to add friends, send messages, update your personal info or space and lots more You can even join networks and groups/pages Made By Christopher Trotzuk

26. Good For Consumers Because...... Made By Christopher Trotzuk

27. Customer Help On Facebook? When people have good or bad comments with companies they should join groups on Facebook They can tell other consumers their experience Look at this post Mike made on Best Buy’s page He got help, but he now knows Best Buy cares Made By Christopher Trotzuk

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29. Companies like Best Buy for example have fired employees based on a lot of user responses They have also found out how to run their company better by reading posts on... Good For You And Them Made By Christopher Trotzuk

30. Aren’t you glad you got so see this awesome presentation? Now you will know what to do after Best Buy says they won’t give you your product that you ordered online because of a last minute price change. Made By Christopher Trotzuk

31. “TWEET” With Made By Christopher Trotzuk

32. Join A Group Or Be A Fan With Made By Christopher Trotzuk

33. Digg A Story On .com Made By Christopher Trotzuk

34. Make A Video Blog On Made By Christopher Trotzuk

35. Now You Know Why Social Networking Is A Positive Force For Consumers Made By Christopher Trotzuk

36. Thank YouFor Watching Made By Christopher Trotzuk