Speakers Patrick Hirigoyen and Eric Scheel (CTO, Magnet 360) Having a social business presence is critical, but empowering employees to engage with your community on behalf of the brand can sometimes be intimidating. Join us as we learn how to encourage good employee judgement, while leveraging best-of-breed technology to enable social communities that drive engagement in a managed environment. Topics on the agenda will include: /// Social Stories: Amazing accounts of social crisis and redemption /// Managing the line between brand and personal reputation /// Social governance and special considerations for regulated industries /// Salesforce Communities: A powerful tool for guiding social interactions (overview and short demo)

1. Common Sense & Communities

2. MAGNET 360 WIFI
Username:
Magnet 360 guest
Password:
enter2win
@Pat_Hirigoyen
@EricScheel
@magnet360
#iSeries
JOIN THE CONVERSATION

3. OUR MANTRA

4. S A L E S F O R C E E X P E R T I S E
/// Partner Since 2004
/// 2,000+ Platform Projects
/// 95+ Certifications
/// 8.9 Customer Satisfaction Score

5. COMMON SENSE,
UNCOMMON TIMES

6. COMMON SENSE, UNCOMMON TIMES
Context:
@Pat_Hirigoyen @Magnet 360 #iSeries

7. COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries

8. COMMON SENSE, UNCOMMON TIMES
Ubiquity of social media
Implications for responsibilities of employees,
management
@Pat_Hirigoyen @Magnet 360 #iSeries

9. COMMON SENSE, UNCOMMON TIMES
Ubiquity of social media
Implications for responsibilities of employees,
management; two views:
1. Wonderful new era of promise and opportunity
@Pat_Hirigoyen @Magnet 360 #iSeries

10. COMMON SENSE, UNCOMMON TIMES
Ubiquity of social media
Implications for responsibilities of employees
1. Wonderful new era of promise and opportunity
2. Unforeseen, incalculable hazards and risks
@Pat_Hirigoyen @Magnet 360 #iSeries

11. COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries

12. COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries

13. COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries

14. COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen

15. COMMON SENSE, UNCOMMON TIMES
“We had two AOL-ers that had
distressed babies that were born, that
we paid a million dollars each to make
sure those babies were OK in general.”
@Pat_Hirigoyen @Magnet 360 #iSeries

16. COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries

17. COMMON SENSE, UNCOMMON TIMES
Ubiquity of social media
Dramatic new changes in:
• Relationship between brands, external
audiences
• Line between corporate, personal reputations
• Employer-employee relationship
@Pat_Hirigoyen @Magnet 360 #iSeries

18. COMMON SENSE, UNCOMMON TIMES
HIRE CHARACTER
TRAIN SKILL
@Pat_Hirigoyen @Magnet 360 #iSeries

19. COMMON SENSE, UNCOMMON TIMES
corporate
reputation
personal
reputation
@Pat_Hirigoyen @Magnet 360 #iSeries

20. COMMON SENSE, UNCOMMON TIMES
www.socialmediagovernance.com/policies
@Pat_Hirigoyen @Magnet 360 #iSeries

21. COMMON SENSE, UNCOMMON TIMES
Enlist employees as true “brand ambassadors”
@Pat_Hirigoyen @Magnet 360 #iSeries

22. COMMON SENSE, UNCOMMON TIMES
Weber Shandwick research
• Employees who are encouraged to share
about their companies online are more
likely to:
– Encourage others to buy products
– Recommend company as good place to work
– Defend company from criticism
– Volunteer for causes important to employer
http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

23. COMMON SENSE, UNCOMMON TIMES
Weber Shandwick research
• Employees who are encouraged to share
about their companies online are more
likely to:
– Encourage others to buy products
– Recommend company as good place to
work
– Defend company from criticism
– Volunteer for causes important to employer
http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

24. COMMON SENSE, UNCOMMON TIMES
Weber Shandwick research
Yet: socialization occurring among ill-informed
employees
- Only 4 in 10 can explain their company’s goals,
or what it does
http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

25. COMMON SENSE, UNCOMMON TIMES
Weber Shandwick research
Recommendations:
1. Enlist engaged employees in communications
http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

26. COMMON SENSE, UNCOMMON TIMES
Weber Shandwick research
Recommendations:
1. Enlist engaged employees in communications
2. Equip employees with content
http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

27. COMMON SENSE, UNCOMMON TIMES
Weber Shandwick research
Recommendations:
1. Enlist engaged employees in communications
2. Equip employees with content
3. Change processes (e.g., approvals) if needed
http://onforb.es/1nsQX4Y @Pat_Hirigoyen @Magnet 360 #iSeries

28. COMMON SENSE, UNCOMMON TIMES
@Pat_Hirigoyen @Magnet 360 #iSeries

29. SALESFORCE COMMUNITIES

30. S A L E S F O R C E P L AT F O R M
@EricScheel @Magnet 360 #iSeries

31. TYPES OF COMMUNITIES
Partner Customer Employee
Innovation
Self-service
Engagement
Employee Intranet
@EricScheel @Magnet 360 #iSeries

32. WHAT ARE
SALESFORCE COMMUNITIES

33. CURRENT STATE OF PORTALS/COMMUNITIES
Legacy Portals
One-to-one
/// Business Data in Silos
/// Not Social
/// Poor Mobile Experience
Social Point Solutions
Many-to-many
-OR-
/// No Business Data
/// All Discussion Focused
/// Lack Structured Processes
@EricScheel @Magnet 360 #iSeries

34. SALESFORCE COMMUNITIES
Branding &
Customization
Social
Collaboration
Business
Process
Integration
Mobile
Access
Current Portals
Salesforce
Communities
Extends the
Value of
Portals
@EricScheel @Magnet 360 #iSeries

35. SIMPLE DEMO

36. HOW DOES A COMMUNITY HELP DIFFERENTIATE?
• Chatter
• White Label Branding
• Chatter Resources are Scoped by Community
• Chatter on Objects is Scoped by Record Security
• Global Search
• Site.com Branded Public & Private Pages
• Identity Providers (SSO & Social Sign-on)
• Touch Interface
• Canvas & REST API
Multi-Community
Conversation
Sharing ModelBranding
Data
Sharing ModelChatter
@EricScheel @Magnet 360 #iSeries

37. WHAT ARE THE SALESFORCE COMMUNITY TYPES?
Site.com
Pages
Q&A, Ideas &
Knowledge
Mobile
(Touch)
Cases &
Assets
Custom
Objects (10)
Profile, People,
Groups, Feeds &
Files
Community
Common Features
Customer Community:
Self-Service Scale to Millions of Users
Partner Community:
Accounts, Leads & Opportunities; Complex
Sharing & Roles; Content; and, Reporting
@EricScheel @Magnet 360 #iSeries

38. HAAGEN-DAZS DEMO

39. HAAGEN-DAZS COMMUNITY
Connecting Franchisees
Integration with (POS)
Point of Sale System
Topic discussions
Event Calendar
Monthly Reconciliation
Reporting
@EricScheel @Magnet 360 #iSeries

40. WHAT SKILLS DO I NEED TO BE SUCCESSFUL?
Salesforce
Administrator
Marketing &
Branding
Customer
Service &
Partner
Relations
Community
Moderator
• Enable and configure
• Some features behave
differently in Communities
• Review Release Notes and
Migration Guide (Session
Chatter)
• Integrate with existing web presence
• Custom URLs
• Leverage brand identity,
customization, Apex, and HTML5
• Content & collateral
• Enable engagement with internal
teams
• Governance & employee training
• Promotes productive conversations
• Acts as a voice for Company &
Community
• Chat integration with Live Agent
• Case management
• Account management
• Campaigns
• Opportunity for call deflection
@EricScheel @Magnet 360 #iSeries

41. COMMUNITY MATURITY MODEL
2 – Presence
• Stake your claim
• Direct partner and
customer engagement
• Create feedback loops
1 – Planning
• Listen & Learn
• Develop business case
• Internal cultural
alignment
3 – Engagement
• Dialog Deepens
• Internal Users Engage
(Sales, Support, Product
Development, Marketing)
• Profile / Identity
aggregation
4 – Formalized
• Organized at scale
• Global coordination
• Governance
• Optimized at scale
5 – Strategic
• Across enterprise
• Employee, partner and
customer
• Consolidation of
sites and channels
Functionality ExtensiveLimited
BusinessImpactHighLow
6 – Converged
• Community embedded into
products, services and
processes
@EricScheel @Magnet 360 #iSeries

42. THANK YOU