The document is a presentation on social media 101 that covers fundamentals of social media including risks and benefits. It discusses using social media for objectives like engaging customers, informing employees, and listening to customers. Upcoming webinars on Facebook and Twitter are mentioned. The presentation also includes frameworks for social media strategy showing how to identify customer segments, their online behaviors and what drives them to engage in order to effectively communicate through social media.

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http://www.youtube.com/watch?v=x0EnhXn5boM&feature=autoplay&
list=UULC9cX5GntaQmTSF6hTqrzA&playnext=3

4. Today:
Social Media 101
Introductions
• Underlying fundamentals of social media
• Social media risks and benefits
• Examples of using social media
• Social Media for you- social media framework
• Social media - understanding people and objectives
Upcoming Webinars:
• Facebook
• Twitter

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11. People Needs
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How We Do It
Financial Profitability
Building Blocks
Make (Services delivered)
Why We ExistMission
Lower Customer Churn More Efficient Processes
People
Leadership
Culture
Skills +Training
Change management
Who are you Serving? Where are they?
What are they doing online?
Customer
Segment A
Customer
Segment B
Supporting Activities
Communicate
Employees
New customers
More $ per customer Lower Costs
Improved Customer Service
Engaging / EnergisingTalking / Informing
SupportingListening
Strategic Goals Core ValuesVision
Data and Information
Customer interactions
database
Analytics
Standards
and Policies
Social Media Policy
Response Guide
Risk Mgmt
Technology
(Tools)
Finance
(Budget)
What drives them to engage with you?
Customer
Segment A
Customer
Segment B
Employees

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17. Listening SupportingTalking Collaborating

20. Where?
What?
How Often?

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25. www.uservoice.com

26. http://youtu.be/1Det96S0r1U

30. People Needs
30
How We Do It
Financial Profitability
Building Blocks
Make (Services delivered)
Why We ExistMission
Lower Customer Churn More Efficient Processes
People
Leadership
Culture
Skills +Training
Change management
Who are you Serving? Where are they?
What are they doing online?
Customer
Segment A
Customer
Segment B
Supporting Activities
Communicate
Employees
New customers
More $ per customer Lower Costs
Improved Customer Service
Engaging / EnergisingTalking / Informing
SupportingListening
Strategic Goals Core ValuesVision
Data and Information
Customer interactions
database
Analytics
Standards
and Policies
Social Media Policy
Response Guide
Risk Mgmt
Technology
(Tools)
Finance
(Budget)
What drives them to engage with you?
Customer
Segment A
Customer
Segment B
Employees

31. http://mashable.com/2012/12/12/non-profits-social-media-infographic/

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35. Groups include people participating in at least
one of the activities monthly.
 List all the stakeholder/customer
groups in the community?
 Who do you deliver services to?
Age-based? Ethnic Groups?
Businesses? Volunteers? Special
Interest Groups? Visitors?
 Issues/Challenges in supporting
these customers?
 Are the online? If so where do
they fit on the graph?
 Name key influencers in the
community

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