The document discusses organizational use of social media and addresses several key questions:
- Who should own and control an organization's social media presence - one department or a centralized team? Decentralization allows more engagement but less control.
- Social media can be used for marketing, public relations, customer service, and technology/network management purposes. Each area brings its own objectives and challenges to social media strategy.
- Proper social media governance and oversight is needed to avoid damaging incidents from inappropriate posts, as shown by examples with Chrysler and United Airlines. The document examines the pros and cons of internal vs. external social media management.
This document summarizes Enterprise 2.0, which refers to the use of social media, cloud computing, and mobile technologies by organizations. It discusses how these tools allow for increased collaboration, communication, and knowledge sharing within and outside organizations. While offering opportunities, Enterprise 2.0 also presents risks that must be managed through training and governance policies. The document provides examples of how different business functions can utilize Enterprise 2.0 and stresses the importance of monitoring and analytics to understand impacts and inform strategies.
Using Social Media To Make Your Event SuccessfulRun2LIVE, Inc.
16 page report on developing a Social Media plan that will make your next event a success. The report discusses the stages of planning and goal setting and which social media tools to use.
#Manship4002 The Power of User-Generated Social Media Content - Lecture 19Paige Jarreau
The document discusses how social media has allowed for more user-generated content about brands from consumers. It suggests that consumer opinions shared on social media have a greater influence on how other consumers perceive brands than content directly from companies. Some ways the document proposes that companies can encourage user-generated content include running contests, leveraging loyal customers to share brand experiences on video, and partnering with influencers like Tourism Australia has done by encouraging fans to share experiences on their social media pages.
Navigating Regulatory Issues of Social Media in HealthcareRacepoint Global
Larry Weber of W2 Group, Marc Reisler and Michael Manthei of Holland & Knight and Joe Shields of Pfizer discuss the ways marketers in the health care industry can successfully navigate regulatory issues and maximize their online presence.
This webinar discussed topics that are top-of-mind for health care marketers, such as:
1 - What is the FDA's position on using social media to market FDA-regulated products?
2 - What privacy issues should marketers be aware of when using social media?
3 - Who has liability for social media content?
4 - Should pharmaceutical and medical device companies have a social networking policy?
Building a Social-Ready Enterprise for Healthcarecorrda
Healthcare organizations are increasingly using social media for customer service, community outreach, patient education, and crisis communications. Social media allows two-way conversations between organizations and consumers. While social media requires a different approach than traditional media, it can generate revenue opportunities and build brands if done strategically through engagement and conversations rather than one-way broadcasting. The presentation outlined Berry Network's social media services and programs to help organizations develop a strategic social media presence.
Social media activation is a creative approach to how we bring experiences to our target audiences and bring our target audiences into our experiences. In today's digital age, marketers must move beyond the traditional approach and create a valuable, customized social media experience that will engage a brand's key constituents and build lasting relationships.
Larry Weber of W2 Group, Dennis Haugan of T-Mobile and Brian Babineau of Digital Influence Group discuss how effective social media activation can help marketers:
1 - Build a rich brand experience for target audiences
2 - Develop a fluid model for content distribution and sharing
3 - Create new opportunities for engagement through partnerships
4 - Sustain and enhance engagement over time
The document provides information about Actiance, Inc., a company that provides social media compliance solutions. It discusses Actiance's global operations, dedicated social engagement team, client base including major financial institutions, and the capabilities of its platform to securely manage social media engagement and collaboration for businesses.
Practical steps towards being a social business Zipipop Freud
The document outlines 5 steps for organizations to become more social businesses. It discusses using social media internally with employees and externally with clients and partners. It emphasizes engaging with social customers and building a business to support them through improved collaboration. A key step is to establish a social media team to guide strategy and monitor conversations.
This document summarizes Enterprise 2.0, which refers to the use of social media, cloud computing, and mobile technologies by organizations. It discusses how these tools allow for increased collaboration, communication, and knowledge sharing within and outside organizations. While offering opportunities, Enterprise 2.0 also presents risks that must be managed through training and governance policies. The document provides examples of how different business functions can utilize Enterprise 2.0 and stresses the importance of monitoring and analytics to understand impacts and inform strategies.
Using Social Media To Make Your Event SuccessfulRun2LIVE, Inc.
16 page report on developing a Social Media plan that will make your next event a success. The report discusses the stages of planning and goal setting and which social media tools to use.
#Manship4002 The Power of User-Generated Social Media Content - Lecture 19Paige Jarreau
The document discusses how social media has allowed for more user-generated content about brands from consumers. It suggests that consumer opinions shared on social media have a greater influence on how other consumers perceive brands than content directly from companies. Some ways the document proposes that companies can encourage user-generated content include running contests, leveraging loyal customers to share brand experiences on video, and partnering with influencers like Tourism Australia has done by encouraging fans to share experiences on their social media pages.
Navigating Regulatory Issues of Social Media in HealthcareRacepoint Global
Larry Weber of W2 Group, Marc Reisler and Michael Manthei of Holland & Knight and Joe Shields of Pfizer discuss the ways marketers in the health care industry can successfully navigate regulatory issues and maximize their online presence.
This webinar discussed topics that are top-of-mind for health care marketers, such as:
1 - What is the FDA's position on using social media to market FDA-regulated products?
2 - What privacy issues should marketers be aware of when using social media?
3 - Who has liability for social media content?
4 - Should pharmaceutical and medical device companies have a social networking policy?
Building a Social-Ready Enterprise for Healthcarecorrda
Healthcare organizations are increasingly using social media for customer service, community outreach, patient education, and crisis communications. Social media allows two-way conversations between organizations and consumers. While social media requires a different approach than traditional media, it can generate revenue opportunities and build brands if done strategically through engagement and conversations rather than one-way broadcasting. The presentation outlined Berry Network's social media services and programs to help organizations develop a strategic social media presence.
Social media activation is a creative approach to how we bring experiences to our target audiences and bring our target audiences into our experiences. In today's digital age, marketers must move beyond the traditional approach and create a valuable, customized social media experience that will engage a brand's key constituents and build lasting relationships.
Larry Weber of W2 Group, Dennis Haugan of T-Mobile and Brian Babineau of Digital Influence Group discuss how effective social media activation can help marketers:
1 - Build a rich brand experience for target audiences
2 - Develop a fluid model for content distribution and sharing
3 - Create new opportunities for engagement through partnerships
4 - Sustain and enhance engagement over time
The document provides information about Actiance, Inc., a company that provides social media compliance solutions. It discusses Actiance's global operations, dedicated social engagement team, client base including major financial institutions, and the capabilities of its platform to securely manage social media engagement and collaboration for businesses.
Practical steps towards being a social business Zipipop Freud
The document outlines 5 steps for organizations to become more social businesses. It discusses using social media internally with employees and externally with clients and partners. It emphasizes engaging with social customers and building a business to support them through improved collaboration. A key step is to establish a social media team to guide strategy and monitor conversations.
Social media and its applications in marketingAndrey Markin
This document discusses social media and its applications in marketing. It defines social media as media for social interaction using web-based technologies. Social media has transformed the purchase funnel by making post-purchase conversations more impactful earlier in the process. The document outlines several functions of social media marketing including brand monitoring, customer relationship management, crowdsourcing, customer support, and promotion. It concludes that companies should incorporate social media marketing into their overall marketing strategy in order to stay competitive.
This document provides an overview of measuring social media engagement. It discusses how traditional media metrics differ from social media metrics. It outlines a three step process for measuring social media: 1) define goals and objectives, 2) identify participants and their roles, 3) identify key performance indicators to track engagement. Specific metrics for platforms like Twitter, Facebook, and videos are also described. The document emphasizes the importance of listening, engaging audiences, and measuring metrics that map to business goals.
Qantas Grounding Takes Off in Social MediaiGo2 Pty Ltd
When Qantas Airways grounded its fleet in a dispute with unions it ultimately effected 110,000 travelers world-wide. The event caused a social media storm, and we track some of that in this analysis. The question is now, will Qantas step up to the plate and transform itself from a social brand into a social business in order to help it's recovery?
This document provides an agenda for a presentation on social media security and compliance for financial services firms. The presentation will cover introducing social media and its growing importance, regulatory issues, and steps firms can take to implement social media safely. It also profiles the speaker and her company Actiance, which provides social media compliance tools and services. Actiance helps over 100,000 users at hundreds of financial firms integrate social media while meeting regulations.
Frost & Sullivan Social Media Customer Engagement White PaperTherese Reuterswärd
Social media is becoming an important channel for customer engagement and support. Contact centers need strategic plans for managing social media interactions. Common challenges include unclear ownership, focus on capabilities over value, and lack of integration across departmental initiatives. Recommendations include obtaining executive support, collaborating across departments, exploring vendor solutions, and acting with sufficient planning but also urgency.
How Connected is your Cause? - Fundraising through Fans, Followers & Friends.Dell Social Media
Carly Tatum, International Social Media Manager at Dell, shares how family foundations can use social media to raise awareness and money for their cause. Presented on May 17, 2012, at the Neuroblastoma and Medulloblastoma Translational Research Consortium at Dell Children’s Hospital in Austin, Texas.
1. Social and mobile networks are becoming more influential than traditional media channels and are reshaping how people interact with each other.
2. Companies need to embrace social and mobile technologies by integrating social media efforts with existing marketing channels, processes and systems. They should focus on listening to customers and generating engaging content.
3. Measuring social media success requires connecting metrics like followers and shares to measurable business results like increased brand awareness, engagement, customer satisfaction and lead generation. Companies need to view social media as part of the overall customer experience.
An article I co-authored focusing on the value of real communications and conversations -- no matter which social platform or site emerges, companies must be honest and smart in how they communicate.
Permanently disabled jockey fund social media planrlabeck
The document proposes a new social media strategy for the Permanently Disabled Jockey Fund (PDJF) to improve engagement and increase donations. It recommends strengthening relationships between industry and fans, increasing transparency of the charitable cause, and leveraging technology. The strategy involves using a hub-and-spoke model with the PDJF website as the central hub linked to other social media presences. It also uses a time and attention matrix to determine the best platforms based on content longevity and user attention. The goal is to enhance sport/fan relationships, increase charity awareness and donations, and foster collaboration across the horse racing industry.
The document discusses how social media marketing is necessary for film distribution and partnerships. It argues that social media allows companies to have conversations with consumers and foster communities. It provides examples of how social media campaigns helped drive success for films like Paranormal Activity and Avatar. The document recommends that Universal Pictures partner with a social media marketing firm to listen to conversations, engage audiences, and build long-term relationships on social platforms.
Lionel Menchaca, Dell's Chief Blogger, talks about how to do corporate blogging the right way. Find out how a sound blogging strategy can enable a company to effectively engage its audience, serve as a robust platform for rich media content, and provide ongoing value.
The document outlines six principles for social media success in financial services: 1) Develop a strategic social media plan that is integrated into the company culture. 2) Build personal brands for employees. 3) Provide relevant, compelling content. 4) Leverage customers and crowdsourcing. 5) Educate employees on social media. 6) Analyze social media metrics and engagement. The presentation provides examples and recommendations for implementing each principle, and concludes by advertising additional webinars and resources from Actiance on social media compliance topics.
The document provides an introduction to social media for businesses. It discusses key concepts like social influence theory, how behavior and actions vary according to how people view themselves in online communities. It also defines social media as a set of internet tools that enable shared community experiences online and offline. The document outlines some basic forms of social media like blogs, social networks, micro-blogging and wikis. It explains why social media is important for companies to take advantage of the opportunities it provides to build relationships and engage with customers.
Social Media and Publishers: A Business CaseSnapApp
This document provides tips for magazine brands to build a successful social media strategy. It outlines a 5-step process: 1) Understand audience wants, 2) Decide editorial vs advertising leadership, 3) Choose primary social media platforms, 4) Partner with social media experts, and 5) Set the right tone and execute effectively. Consumer magazines should focus on strengthening audience bonds through creative content and incentives on open platforms like Facebook. Business magazines focus on networking and actionable content through proprietary social networks while using open platforms as a funnel. Successful strategies are driven by high-quality, relevant content and deep audience understanding.
The Role of the Social Employee - IBM & Digital Influence Group FutureM Prese...Racepoint Global
The document discusses IBM's initiative to train and enable employees to engage effectively on social media in a way that is aligned with IBM's business goals and brand. It outlines how IBM identifies subject matter experts among employees, provides tailored training based on their strengths and interests, and integrates them into marketing programs by amplifying their digital expertise. The goal is to leverage employees' online influence to help differentiate IBM as a leader in social business while reinforcing the company's values of being social, smart, and secure. Metrics show experts' digital engagement results in higher reach, conversion rates, and leads compared to traditional marketing tactics.
The document summarizes a discussion between Larry Weber from Digital Influence Group and Racepoint Group and Alex Mouldovan from Crowd Factory about measuring social media return on investment. They discuss how companies can use social media to generate word of mouth, acquire and engage customers, track influencers and campaign performance, and measure tangible business results from their social marketing efforts. The discussion is followed by questions from the audience.
Social Media in Financial Services: Survey ResultsOmobono
1) The document discusses a study on how financial services companies are using social media for B2B marketing. It found that most see social media as a tool for customers rather than connecting different audiences.
2) Respondents also demonstrated a lack of education about social media and tended to only use platforms like Twitter and Facebook personally rather than for business value.
3) Financial marketers believed social media was only appropriate for audiences under 30 and not those over 50. However, the study aimed to understand current uses and identify opportunities to adapt marketing plans to digital tools.
Digital Engagement: 5 Steps to Build, Analyze & Measure Your Digital Engageme...SnapApp
In today’s digital world, customers and fans demand engagement across channels; but most companies still struggle with a comprehensive strategy that combines the content, involvement & acquisition tactics required to do so. See examples that any business can use to build a strategy that fuels growth.
This document appears to be a student project report on the role of social media marketing in purchase decisions. It includes sections on objectives, literature review, research methodology, analysis and interpretation of findings, recommendations and conclusions, and bibliography. The executive summary provides an overview of how social media is an important opportunity for brands to connect with consumers and influence purchase decisions. It also discusses the significance of understanding factors that affect consumer purchase decisions in the current digital landscape.
CRM: The psychology of SmartPhone Majority Adopters and implications for CRM ...Leslie Howard
More than 2 years old in the fast-paced consumer smartphone category, this presentation exemplifies how agency leadership and insight can help marcom clients agree that when the market shifts, their communications strategy needs to keep-up. Primary and secondary research informed recommendations to evolve Verizon Wireless's CRM strategy in terms of: product mix featured and positioning; comms channels employed; creative layout and messaging tone; CTA.
BlogWell New York Social Media Case Study: Verizon, presented by Laurie ShookSocialMedia.org
In her BlogWell New York presentation, Verizon's Portfolio Leader, Laurie Shook, explains how they implemented a social business platform for better enterprise collaboration.
She shares their observations, results, and key takeaways from launching the internal communication system in 90 days.
Watch the video of this presentation here: https://vimeo.com/66653502
Abt srbi trb social media presentation 1.22.12duaneclement
The document discusses how consumers have changed with new technology and the rise of social media. It notes that consumers now expect more engagement from brands on their own terms. The private sector is adapting by getting connected on social media, evolving business practices, and deploying resources to collaborate and engage customers better. Companies are also using new research tools like online communities and idea sites to gain deeper insights into customers.
Social media and its applications in marketingAndrey Markin
This document discusses social media and its applications in marketing. It defines social media as media for social interaction using web-based technologies. Social media has transformed the purchase funnel by making post-purchase conversations more impactful earlier in the process. The document outlines several functions of social media marketing including brand monitoring, customer relationship management, crowdsourcing, customer support, and promotion. It concludes that companies should incorporate social media marketing into their overall marketing strategy in order to stay competitive.
This document provides an overview of measuring social media engagement. It discusses how traditional media metrics differ from social media metrics. It outlines a three step process for measuring social media: 1) define goals and objectives, 2) identify participants and their roles, 3) identify key performance indicators to track engagement. Specific metrics for platforms like Twitter, Facebook, and videos are also described. The document emphasizes the importance of listening, engaging audiences, and measuring metrics that map to business goals.
Qantas Grounding Takes Off in Social MediaiGo2 Pty Ltd
When Qantas Airways grounded its fleet in a dispute with unions it ultimately effected 110,000 travelers world-wide. The event caused a social media storm, and we track some of that in this analysis. The question is now, will Qantas step up to the plate and transform itself from a social brand into a social business in order to help it's recovery?
This document provides an agenda for a presentation on social media security and compliance for financial services firms. The presentation will cover introducing social media and its growing importance, regulatory issues, and steps firms can take to implement social media safely. It also profiles the speaker and her company Actiance, which provides social media compliance tools and services. Actiance helps over 100,000 users at hundreds of financial firms integrate social media while meeting regulations.
Frost & Sullivan Social Media Customer Engagement White PaperTherese Reuterswärd
Social media is becoming an important channel for customer engagement and support. Contact centers need strategic plans for managing social media interactions. Common challenges include unclear ownership, focus on capabilities over value, and lack of integration across departmental initiatives. Recommendations include obtaining executive support, collaborating across departments, exploring vendor solutions, and acting with sufficient planning but also urgency.
How Connected is your Cause? - Fundraising through Fans, Followers & Friends.Dell Social Media
Carly Tatum, International Social Media Manager at Dell, shares how family foundations can use social media to raise awareness and money for their cause. Presented on May 17, 2012, at the Neuroblastoma and Medulloblastoma Translational Research Consortium at Dell Children’s Hospital in Austin, Texas.
1. Social and mobile networks are becoming more influential than traditional media channels and are reshaping how people interact with each other.
2. Companies need to embrace social and mobile technologies by integrating social media efforts with existing marketing channels, processes and systems. They should focus on listening to customers and generating engaging content.
3. Measuring social media success requires connecting metrics like followers and shares to measurable business results like increased brand awareness, engagement, customer satisfaction and lead generation. Companies need to view social media as part of the overall customer experience.
An article I co-authored focusing on the value of real communications and conversations -- no matter which social platform or site emerges, companies must be honest and smart in how they communicate.
Permanently disabled jockey fund social media planrlabeck
The document proposes a new social media strategy for the Permanently Disabled Jockey Fund (PDJF) to improve engagement and increase donations. It recommends strengthening relationships between industry and fans, increasing transparency of the charitable cause, and leveraging technology. The strategy involves using a hub-and-spoke model with the PDJF website as the central hub linked to other social media presences. It also uses a time and attention matrix to determine the best platforms based on content longevity and user attention. The goal is to enhance sport/fan relationships, increase charity awareness and donations, and foster collaboration across the horse racing industry.
The document discusses how social media marketing is necessary for film distribution and partnerships. It argues that social media allows companies to have conversations with consumers and foster communities. It provides examples of how social media campaigns helped drive success for films like Paranormal Activity and Avatar. The document recommends that Universal Pictures partner with a social media marketing firm to listen to conversations, engage audiences, and build long-term relationships on social platforms.
Lionel Menchaca, Dell's Chief Blogger, talks about how to do corporate blogging the right way. Find out how a sound blogging strategy can enable a company to effectively engage its audience, serve as a robust platform for rich media content, and provide ongoing value.
The document outlines six principles for social media success in financial services: 1) Develop a strategic social media plan that is integrated into the company culture. 2) Build personal brands for employees. 3) Provide relevant, compelling content. 4) Leverage customers and crowdsourcing. 5) Educate employees on social media. 6) Analyze social media metrics and engagement. The presentation provides examples and recommendations for implementing each principle, and concludes by advertising additional webinars and resources from Actiance on social media compliance topics.
The document provides an introduction to social media for businesses. It discusses key concepts like social influence theory, how behavior and actions vary according to how people view themselves in online communities. It also defines social media as a set of internet tools that enable shared community experiences online and offline. The document outlines some basic forms of social media like blogs, social networks, micro-blogging and wikis. It explains why social media is important for companies to take advantage of the opportunities it provides to build relationships and engage with customers.
Social Media and Publishers: A Business CaseSnapApp
This document provides tips for magazine brands to build a successful social media strategy. It outlines a 5-step process: 1) Understand audience wants, 2) Decide editorial vs advertising leadership, 3) Choose primary social media platforms, 4) Partner with social media experts, and 5) Set the right tone and execute effectively. Consumer magazines should focus on strengthening audience bonds through creative content and incentives on open platforms like Facebook. Business magazines focus on networking and actionable content through proprietary social networks while using open platforms as a funnel. Successful strategies are driven by high-quality, relevant content and deep audience understanding.
The Role of the Social Employee - IBM & Digital Influence Group FutureM Prese...Racepoint Global
The document discusses IBM's initiative to train and enable employees to engage effectively on social media in a way that is aligned with IBM's business goals and brand. It outlines how IBM identifies subject matter experts among employees, provides tailored training based on their strengths and interests, and integrates them into marketing programs by amplifying their digital expertise. The goal is to leverage employees' online influence to help differentiate IBM as a leader in social business while reinforcing the company's values of being social, smart, and secure. Metrics show experts' digital engagement results in higher reach, conversion rates, and leads compared to traditional marketing tactics.
The document summarizes a discussion between Larry Weber from Digital Influence Group and Racepoint Group and Alex Mouldovan from Crowd Factory about measuring social media return on investment. They discuss how companies can use social media to generate word of mouth, acquire and engage customers, track influencers and campaign performance, and measure tangible business results from their social marketing efforts. The discussion is followed by questions from the audience.
Social Media in Financial Services: Survey ResultsOmobono
1) The document discusses a study on how financial services companies are using social media for B2B marketing. It found that most see social media as a tool for customers rather than connecting different audiences.
2) Respondents also demonstrated a lack of education about social media and tended to only use platforms like Twitter and Facebook personally rather than for business value.
3) Financial marketers believed social media was only appropriate for audiences under 30 and not those over 50. However, the study aimed to understand current uses and identify opportunities to adapt marketing plans to digital tools.
Digital Engagement: 5 Steps to Build, Analyze & Measure Your Digital Engageme...SnapApp
In today’s digital world, customers and fans demand engagement across channels; but most companies still struggle with a comprehensive strategy that combines the content, involvement & acquisition tactics required to do so. See examples that any business can use to build a strategy that fuels growth.
This document appears to be a student project report on the role of social media marketing in purchase decisions. It includes sections on objectives, literature review, research methodology, analysis and interpretation of findings, recommendations and conclusions, and bibliography. The executive summary provides an overview of how social media is an important opportunity for brands to connect with consumers and influence purchase decisions. It also discusses the significance of understanding factors that affect consumer purchase decisions in the current digital landscape.
CRM: The psychology of SmartPhone Majority Adopters and implications for CRM ...Leslie Howard
More than 2 years old in the fast-paced consumer smartphone category, this presentation exemplifies how agency leadership and insight can help marcom clients agree that when the market shifts, their communications strategy needs to keep-up. Primary and secondary research informed recommendations to evolve Verizon Wireless's CRM strategy in terms of: product mix featured and positioning; comms channels employed; creative layout and messaging tone; CTA.
BlogWell New York Social Media Case Study: Verizon, presented by Laurie ShookSocialMedia.org
In her BlogWell New York presentation, Verizon's Portfolio Leader, Laurie Shook, explains how they implemented a social business platform for better enterprise collaboration.
She shares their observations, results, and key takeaways from launching the internal communication system in 90 days.
Watch the video of this presentation here: https://vimeo.com/66653502
Abt srbi trb social media presentation 1.22.12duaneclement
The document discusses how consumers have changed with new technology and the rise of social media. It notes that consumers now expect more engagement from brands on their own terms. The private sector is adapting by getting connected on social media, evolving business practices, and deploying resources to collaborate and engage customers better. Companies are also using new research tools like online communities and idea sites to gain deeper insights into customers.
This presentation discusses strategies for building an online professional presence and social capital. It focuses on LinkedIn and recommends connecting with contacts, engaging with groups, and publishing content to promote expertise and opportunities. Building relationships online and offline is emphasized to attract leads and convert them into fresh opportunities.
The document provides details of Abdul Razzaq Hashmi's professional experience in automotive sales from 2003-2012. It summarizes his roles selling vehicles for Hinopak Motors from 2003-2010 and for Arabian Auto Agency in Jeddah, KSA from 2010-present in their bus and sweeper divisions. It also lists his previous experience as a manager for after sales and customer relations at Dewan Motor Cycles Limited.
Verizon is planning changes to the Home Monitoring and Control (HMC) platform between July and the end of the year, including:
1) Improving the out-of-box experience for customers on July 25th by redesigning packaging and instructions.
2) Developing a new email to send to data customers 30 days after service starts and introducing coupon codes for online discounts on August 5th.
3) Releasing platform enhancements on August 15th focused on simplifying mode creation, improving mobile app performance, standardizing energy graphs, and automatically enabling motion detection based on mode settings.
Con8896 securely enabling mobile access for business transformation - finalOracleIDM
The document discusses planning for secure mobile access. It begins with an introduction to mobile security challenges for IT departments in managing access vs control with the rise of mobile. It then covers types of mobile apps, key security terms, and the need for mobile access management solutions. The document outlines Oracle's mobile security architecture and platform, which provides authentication, SSO, device security, API security and access management for mobile. It stresses the importance of planning with all stakeholders and having governance over development standards, access points and policies. The document ends with a case study of Verizon Wireless and their approach to planning mobile and social SSO to improve the customer experience across channels.
You will learn:
Surprise! You’re a Publisher!
Relationship Management: Engaging the People You’re Already Connected To
Social Bridging: Reaching Beyond Your Own Properties to Attract New Advocates
Measurement: Prove you’re moving the needle
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How Verizon Uses Disruptive Developments for Organized ProgressMongoDB
With the advent of new database engines and constant data growth, the traditional way of database management has reached the next evolutionary/revolutionary phase. Every disruption in a continuum can lead to disorganized progress in any big organization. This session talks about how Verizon IT is assimilating this new disruptive model and leveraging its abilities to sustain organized progress and transform the way IT acts as a business enabler. We will discuss some of our early use cases -- such as VZ Web, our online employee portal -- and what it was like to bring in and embrace MongoDB at a Fortune 15 company.
The document provides information about publishing apps on the Vodafone 360 Shop platform, including where to upload apps, requirements for app metadata and images, and image size guidelines for different device screens. Developers can upload their apps to JIL.org for distribution on Vodafone markets. Key metadata includes the developer name, app title, description, category, and images including a large icon, screenshots, and hero images in specific sizes for different device screens.
The document discusses the Vodafone Foundation Smart Accessibility Awards 2011, which is a contest to find the best Android application that enhances the lives of aging and disabled users. It provides details on the competition timeline and categories, selection process, resources for applicants, and contact information.
The document describes the process for creating a developer account, downloading required files including specifications, SDK, and sample widgets, loading a sample widget into the SDK, editing widget files, configuring the widget manifest, and testing the widget in the emulator. Key steps include registering for a developer account, reviewing specifications, installing the SDK, unpacking and loading a sample widget project, editing files like the configuration XML, and running the widget in the emulator.
This document discusses clouds and enterprise applications. It notes that clouds provide independent architecture, can be multi-tenant or dedicated, and security is a difficult aspect. It also discusses how performance guarantees, advanced networking, and environment flexibility are important aspects of the cloud of tomorrow. The cloud of tomorrow should provide more control and choice for the user.
This document discusses Verizon's plans to develop the U.S. near field communication (NFC) ecosystem. It identifies potential use cases for NFC on Verizon phones, including payment, loyalty cards, keys, transportation tickets, and hotel room access. The presentation outlines Verizon's vision to create a suite of services using personal information stored on phones to interact with the environment. It provides examples of using mobile keys for home or work access and mobile ticketing for public transit. The document also discusses Verizon's roadmap to transition to a single vendor platform to reduce costs and enable cross-carrier support.
Lotusphere 2012 - Show115 - Socialize Your Apps Using OpenSocialRyan Baxter
1. Add fields for when, where, and address to the content document using Domino Designer.
2. Update the content_EditContent custom control XPage to display the new fields.
3. Update the layout_UserTabs custom control XPage to display the new fields on the Details tab.
This enhances the application to collect more event details and display them for editing and viewing the event registration details.
Widgets have been around since 2005 and became popular in 2007. They provide a way to distribute web content and services to users where they are, like on blogs and social media. There are four pillars of a distributed strategy: widgets, toolbars/extensions, Facebook apps, and APIs. Widgets can be monetized through various models like affiliate marketing or ads on the host site. Resources for learning more about widgets include blogs, service providers, and conferences.
This document summarizes a presentation by Julian Mills on emerging marketing trends. Some of the key points from the presentation include:
1. Mills discussed the importance of understanding and using social media as part of an integrated marketing strategy.
2. He emphasized that activities like newsletters, websites, blogs, and social media should be coordinated to maintain relationships with customers at different stages.
3. One of the main takeaways was to understand how customers perceive your business and ensure your activities are solving their problems.
This document summarizes a presentation by Julian Mills on emerging marketing trends. Some of the key points from the presentation include:
1. Mills discussed the importance of understanding and using social media as part of an integrated marketing strategy.
2. He emphasized that activities like newsletters, websites, blogs, and social media should be integrated together to maintain relationships with customers.
3. One of the main takeaways was to understand how customers perceive your business and ensure your activities are solving their problems.
Organizations successfully leveraging social media are seeing benefits for sales, marketing, and customer service. Yet most organizations are struggling to define a business strategy that makes the most of these opportunities. This storyboard will help you:
* Identify achievable social media opportunities
* Evaluate the risks of social media versus the benefits
* Understand IT’s role in the deployment and maintenance of a social media project
Social media continues to grow at a breakneck pace, and businesses need to get on board or they will be left behind. This storyboard, complete with real-world case studies of social media at work, will help you build a foundation for the successful integration of social media into your CRM strategy.
Employee Advocacy - The Next Step in Digital Transformation Sociabble
It's not easy to stay relevant in today's social media landscape. Discover how companies like Microsoft and Sage have been able to boost their social media strategy and overall digital strategy using an effective employee advocacy program.
The document discusses social media governance in enterprises. It describes how social media can add value across the customer experience from product development to fulfillment. However, organizations need governance structures to coordinate cross-functional efforts and maximize business value from social media. The key components of social media governance include principles, processes, governance structures, responsibility matrices, and metrics. These help answer questions from different departments and support internal champions of social media initiatives.
Social media provides opportunities for businesses but also risks that must be managed. It allows enhanced communication, branding and insights but could spread information quickly in a crisis. Most executives see risks but few have formal incident or policy plans. Governance is key to harness social media benefits while avoiding issues through training, monitoring and defined strategies.
5 Things B2B Marketers Need to Fear with Social MediaMarketBridge
Social media is rapidly shifting the way B2B marketers focus on demand generation, and stories of extraordinary successes have created something of a gold rush mentality. However, marketing professionals looking to expand their use of social media should proceed with caution – there are significant downsides to be aware of.
This presentation outlines the most common B2B social media pitfalls...
Insights into 10 Trends that Matter and the Impact of Social MediaNeville Hobson
This document provides an overview of 10 trends in social media and how businesses can leverage social media. It discusses how customers are shaping brands through online conversations, the importance of understanding where conversations are occurring and who influences them. It emphasizes listening to customers, identifying influencers, and engaging in conversations to build relationships and competitive advantage. The document also provides initial steps businesses can take to get started with social media.
Enterprise social media for business managersRimjhim Ray
Enterprise 2.0 utilizes social media to transform communication within an organization from broadcasting to collaboration. It creates an ecosystem connecting internal stakeholders like employees as well as external stakeholders like customers and suppliers. Key aspects of Enterprise 2.0 include using tools like blogs, wikis, social networks and microblogging to enable open, multidirectional and context-driven communication across organizational boundaries. Successful implementation requires selecting the right social media tools based on objectives, audience and content, and developing strategies for both internal collaboration and knowledge sharing as well as external engagement.
Ted social media and the contact centre - nl marcelrodenburg
The document discusses how social media has empowered customers and changed the customer experience landscape. It finds that most customer conversations now occur outside of companies' control on social media. It then discusses how contact centers need to evolve to engage customers earlier by getting involved in their social conversations. The rest of the document discusses how contact center agents can be enabled to support social interactions and engage customers on social media through monitoring, routing, and responding to issues. It provides a case study of Navy Federal Credit Union that uses social media monitoring and routes relevant posts to agents.
2012 B2B social media summit - Building brand ambassadors from withinTrish Nettleship
Trish Nettleship discusses how to build brand ambassadors within an organization. She recommends identifying objectives tied to business goals, finding an executive champion, building a focused program with growth in mind, understanding community management, and tracking metrics to demonstrate progress towards objectives. The case study provides examples of how AT&T developed a networking leaders academy to enable expertise sharing leading to informed purchasing.
Social media provides businesses with unprecedented opportunities to engage with customers and build their brands. However, many B2B companies believe social media is only for personal use or consumer businesses. This document aims to dispel common myths about social media's relevance for B2B and provides best practices for effective usage. It explains that social media allows businesses to share content and opinions with a mainstream audience. While listening is important initially, businesses can use platforms like blogs, forums, LinkedIn, Facebook and Twitter to engage customers, gain new leads and drive traffic. Success requires having a clear objective, measuring relevant metrics, and following basic rules like responding to customers and avoiding angry or irrelevant posts.
Social media - How it fits into your customer marketing and retention strategyNick White
This document summarizes a webinar on how social media fits into customer marketing and retention strategies. It was presented by Geoff Nelson and Nick White of Ivy Worldwide and hosted by Mary Naylor, CEO of VIPdesk. The webinar covered defining social media and its importance, engaging the right forms of word-of-mouth marketing at the right times and places, dos and don'ts of social media communications, and successfully organizing a customer-centric social media plan.
Social Media: How it Fits Into Your Customer Marketing and Retention Strategy...VIPdesk
This document summarizes a webinar on using social media for customer marketing and retention strategies. The webinar was presented by Geoff Nelson and Nick White of Ivy Worldwide and hosted by Mary Naylor, CEO of VIPdesk. It covered topics such as defining social media, engaging influencers, using the right social media tools, and principles for interacting in online communities. The webinar provided strategies for leveraging word-of-mouth marketing and influencers at different stages of the customer journey.
Realizing the Potential of Social Media: A Strategy and Approach for InsurersCognizant
- Insurers have begun using social media but have yet to realize its full potential for customer engagement and business benefits. While most insurers are active on platforms like Facebook and Twitter, their interactions are often disjointed and not well-aligned with customer expectations.
- To be more effective, insurers need a clear social media strategy and vision consisting of phased customer engagement. This involves first listening to understand customer needs, then engaging more directly through responses and content, and eventually influencing customers as advocates for the brand.
- Key aspects of a strategy include defining target audiences, desired business objectives, allowable channels, and integration with back-end processes to optimize benefits like improved marketing, sales, and claims handling
1) Many marketers lack confidence and knowledge in using social media effectively. Two-thirds admit inadequate knowledge and two-thirds of non-users consider themselves knowledgeable.
2) The presentation provides strategies for building confidence and experience with social media programs. It emphasizes integrating social media into broader marketing strategies with a focus on customer interaction.
3) Key recommendations include developing social media programs with clear objectives, understanding target audiences and conversations, prioritizing channels, creating engaging content with the right voice, and listening to customers through various tools. Partnerships can also help leverage community experience.
The document discusses how social media can be used effectively for B2B lead generation and marketing. It notes that social media allows B2B companies to showcase their expertise, integrate social initiatives into traditional campaigns, and gather information from industry conversations. The top benefits of social media for B2Bs are increasing exposure, traffic, insights, lead generation, loyalty, and reducing marketing expenditures. Common social media channels and tools are also discussed, as well as strategies for setting objectives, creating a social media plan, and measuring success.
Digital Influence Group (DIG) is a full-service interactive agency focused on helping clients take advantage of the social shift in marketing to build deeper relationships with their key constituencies. We have developed a unique methodology for identifying, educating and influencing the blogosphere, reputation aggregators, e-communities and social networks. Using social media to cultivate rich online experiences that drive stronger emotional connection and deeper engagement, we constantly measure and optimize all that we do.
Digital Influence Group is a part of W2 Group, Inc., a next-generation marketing services company founded by Larry Weber in 2004.
AI-powered assistant to help with compliance questions
Socialite Engage: Secure social media publishing and engagement
Socialite Enable: Granular controls for social networks
Socialite Monitor: AI-powered monitoring of all communications
Socialite Archive: Archiving and eDiscovery for all communications
Actiance Core
Identity & Access Management: Single sign-on for all apps
Activity Stream: Unified activity feed across all communications
Compliance Engine: Automated surveillance and moderation
Data Lake: Central repository for all structured and unstructured data
Integrations
CRM/Portals: Microsoft Dynamics, Salesforce, Redtail, etc.
Networks: LinkedIn, Facebook
AI-powered assistant to help with compliance questions
Socialite Engage: Secure social media publishing and engagement
Socialite Enable: Granular controls for social networks
Socialite Monitor: AI-powered monitoring of all communications
Socialite Archive: Archiving and eDiscovery for all communications
Actiance Core
Identity & Access Management: Single sign-on for all apps
Activity Stream: Unified activity feed across all communications
Compliance Engine: Automated surveillance and moderation
Data Lake: Central repository for all structured and unstructured data
Integrations
CRM/Portals: Microsoft Dynamics, Salesforce, Redtail, etc.
Networks: LinkedIn, Facebook
The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
Unlocking WhatsApp Marketing with HubSpot: Integrating Messaging into Your Ma...Niswey
50 million companies worldwide leverage WhatsApp as a key marketing channel. You may have considered adding it to your marketing mix, or probably already driving impressive conversions with WhatsApp.
But wait. What happens when you fully integrate your WhatsApp campaigns with HubSpot?
That's exactly what we explored in this session.
We take a look at everything that you need to know in order to deploy effective WhatsApp marketing strategies, and integrate it with your buyer journey in HubSpot. From technical requirements to innovative campaign strategies, to advanced campaign reporting - we discuss all that and more, to leverage WhatsApp for maximum impact. Check out more details about the event here https://events.hubspot.com/events/details/hubspot-new-delhi-presents-unlocking-whatsapp-marketing-with-hubspot-integrating-messaging-into-your-marketing-strategy/
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
Tired of chasing down expiring contracts and drowning in paperwork? Mastering contract management can significantly enhance your business efficiency and productivity. This guide unveils expert secrets to streamline your contract management process. Learn how to save time, minimize risk, and achieve effortless contract management.
The report *State of D2C in India: A Logistics Update* talks about the evolving dynamics of the d2C landscape with a particular focus on how brands navigate the complexities of logistics. Third Party Logistics enablers emerge indispensable partners in facilitating the growth journey of D2C brands, offering cost-effective solutions tailored to their specific needs. As D2C brands continue to expand, they encounter heightened operational complexities with logistics standing out as a significant challenge. Logistics not only represents a substantial cost component for the brands but also directly influences the customer experience. Establishing efficient logistics operations while keeping costs low is therefore a crucial objective for brands. The report highlights how 3PLs are meeting the rising demands of D2C brands, supporting their expansion both online and offline, and paving the way for sustainable, scalable growth in this fast-paced market.
During the budget session of 2024-25, the finance minister, Nirmala Sitharaman, introduced the “solar Rooftop scheme,” also known as “PM Surya Ghar Muft Bijli Yojana.” It is a subsidy offered to those who wish to put up solar panels in their homes using domestic power systems. Additionally, adopting photovoltaic technology at home allows you to lower your monthly electricity expenses. Today in this blog we will talk all about what is the PM Surya Ghar Muft Bijli Yojana. How does it work? Who is eligible for this yojana and all the other things related to this scheme?
Cover Story - China's Investment Leader - Dr. Alyce SUmsthrill
In World Expo 2010 Shanghai – the most visited Expo in the World History
https://www.britannica.com/event/Expo-Shanghai-2010
China’s official organizer of the Expo, CCPIT (China Council for the Promotion of International Trade https://en.ccpit.org/) has chosen Dr. Alyce Su as the Cover Person with Cover Story, in the Expo’s official magazine distributed throughout the Expo, showcasing China’s New Generation of Leaders to the World.
AI Transformation Playbook: Thinking AI-First for Your BusinessArijit Dutta
I dive into how businesses can stay competitive by integrating AI into their core processes. From identifying the right approach to building collaborative teams and recognizing common pitfalls, this guide has got you covered. AI transformation is a journey, and this playbook is here to help you navigate it successfully.
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Ellen Burstyn: From Detroit Dreamer to Hollywood Legend | CIO Women MagazineCIOWomenMagazine
In this article, we will dive into the extraordinary life of Ellen Burstyn, where the curtains rise on a story that's far more attractive than any script.
Kirill Klip GEM Royalty TNR Gold Copper Presentation
Onsite pres hubbard
1. Organizational Social Media
Who’s in control?
July 20, 2011
W. David Hubbard
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
There’s Something for Everybody in
Social Media
•And the well known sites Facebook, Twitter, and You Tube are not even shown here
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2
1
2. Key Social Media Business Objectives
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3
Key Social Media Business Objectives
• Engage consumers in dialogue on
a real-time basis
• Connect consumers to business
initiatives, products, and services,
and promotional campaigns
• Create and foster a consistent Any Device/Any Where
brand message and image
• Address complaints, concerns,
etc.
• Support business transformation
to drive innovation and growth
Employees Customers Partners
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4
2
3. We need a Social Media Owner
Collaboration
Communications
& Unified customer service
Messaging
Experience
PC Mobility/
Applications Web
• Should social media be owned by the whole organization
or one person/department?
• Should social media experts hold the reigns and
communicate and plan with other departments?
• Should ownership be spread over a range of
departments with one leading the initial foray?
• While each department has specific objectives and a way
of communicating organizational messages, at the end of
the day, someone has to own the strategy, or no one will
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5
Centralized or Decentralized
Centralized
• Without a centralized hub you risk brand integrity, dilution and also market
confusion
• Easier to shape and manage your company messages allowing for more
control
• Simplifies the mechanics of posting updates and information
• Cost effective - Can train a smaller team
• May not work for an organization with international or regional differences in
operations, time zones, etc.
Decentralized
• Increases opportunity to engage with audiences at different levels of
organization
• Encourages communication in a coherent standardized voice among many
groups
• Creates risk with more access to social media accounts and less control
over messages.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6
3
4. Internal vs. External: Agencies Run
Social Media
• Agencies can be more focused on social media issues and are less
distracted by other organizational issues
• Agencies can have unique expertise on social media that most
businesses don’t have
Concerns:
• Should there be an in house team with solid oversight over any
consultants or outsourced agencies?
• Can an outsourced agency effectively set and manage the
company’s strategy?
• Will you review and/or preapprove all of the agency posts, tweets,
etc?
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7
Agency Pitfalls: Ask Chrysler
• Agency contractor accidentally tweeted a profanity laced post
criticizing Detroit drivers from Chrysler’s official Twitter account.
• Tweet : “I find it ironic that Detroit is known as the #motorcity and yet no
one here knows how to F*&$%ng drive.”
• Hashtag #motorcity actually represented a Chrysler campaign in
market at the time of the profane tweet.
• Agency was hired by the marketing team to manage consumer
facing pages (e.g., twitter and facebook). Chrysler PR team had
separate media facing pages and was not informed and thus not
able to quickly obtain details and respond to complaints about the
Agency managed pages.
• Agency was ultimately fired.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8
4
5. Social Media is Marketing
Social Media allows marketers to engage with audiences—providing valuable
content, interaction, tools, and tips which engender customer loyalty and
attract new fans.
Examples include: product announcements, posting of coupons/offers, promoting
marketing events, conducting research polls, twitter chats, and blog comments,
etc. . .
Marketing departments are often comprised of those who understand social
media the best.
Marketing Objectives:
• Increase brand awareness, preference and consideration
• Improve cost-effective acquisition of customers
• Increase brand loyalty and improve performance
• Drive awareness and understanding through engagement
• Increase WOM and positive sentiment around products / services
• Bolster in-market campaigns and offers through social channels
• Drive an authentic and consistent branded experience across social media platforms
If your company is doing any of the above, its clear that social media is
marketing.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9
You will be held accountable!
Marketers are not the only ones directing the message. The public
plays an active role too, and now customers, prospects, and even
competitors, can use one of many social media outlets to build,
maintain, protect, or ruin your brand.
• Aflac
• Forced to fire spokesperson Gilbert Gottried over Japanese earthquake
jokes on Twitter
• Aflac is top foreign insurance company in Japan getting 75% of foreign
revenue from that market.
• Kenneth Cole & Groupon
• Kenneth Cole sent out a tacky tweet that used the turmoil in Egypt to
help promote their new spring fashion collection.
• Groupon super bowl ad inappropriately made light of the struggles
endured by the people of Tibet.
• Consumers used Facebook, Twitter, and blogs to cry foul and threaten
boycotts against both.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10
5
6. Social Media is Public Relations
• Social Media is a method of Communications: it’s a source of
news, and information directly from a brand or company.
• Blogs, social networks, micro blogging, podcasts/webTV,
wikis/collaborative software, etc. all are PR
• PR tactics tend to be informational, rather than sales focused
• PR tactics tend to emphasize a dialogue versus a monologue
(embrace longer forms of communication)
• PR professionals have creative and storytelling capabilities
necessary for Social Media success. They are used to speaking
for the company and know what the appropriate messages are
for followers.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11
Additional PR Social Media Objectives
• Advance and protect the company’s brand, reputation, products
and services, and policy positions
• Inoculate the company against threats and monitor digital media as
an early warning system for hot-button issues
• Execute campaigns that support company plans to grow revenues
in all business units.
• Supplement, drive and enhance traditional media campaigns
• Develop and enhance relationships with new media journalists;
social media influencers
• Use social media to bypass traditional media and speak directly to
customers
It’s clear that social media is public relations!
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 12
6
7. Greenpeace’s Facebook Page
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 13
Nestle’s Facebook Page
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 14
7
8. Domino’s Pizza
• Two employees posted a disgusting video on
You Tube in which they adulterated the pizza
• In addition, to reporting to the police, Domino’s
Pizza’s CEO posted his own video, apologizing
for what consumers saw and assuring them that
such things were not condoned nor practiced at
Domino’s
• Story was featured on “Today show,” other
traditional media, and blogosphere all
applauding Domino’s open communication and
willingness to engage in a conversation about
the problem.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 15
Social Media is Customer Service
• Social Media allows businesses to listen and engage
consumers where their consumers are and offers an
opportunity to make improvements to the business based on
Social Media interaction
• Companies engage in social media to handle complaints,
praise, problems, etc. and provide outstanding customer
service in a cost-effective manner. Most consumer issues are
support and service related.
• Customer service and Social Media alignment is key to a
common and consistent customer experience (Is what you say
online consistent with the experience in a call center?)
• Companies can proactively educate based on support options
and enhancements, e.g. Forums, wikis, etc.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 16
8
9. Questions for Customer Service
• How will social media improve the customer experience?
• What will agents look for when monitoring the social media landscape?
• How will agents respond to/interact with customers via social media?
• How can social media help the call center/enterprise build its knowledgebase?
• How will you train? Social Media teams should be trained on the company’s specific social media strategy
as well as the call center specific policies and practices.
• The key is to get the right information to the right people quickly
Concerns with Social Media as customer Service
• Customer service isn’t “always on” as Social Media
• Do you respond 24/7? Will someone always be there? If not, will you let people know when you are and are not?
• Speed of response is an important measure of success
• Much to filter out– the customer you are listening to is often not even talking to company directly.
It’s not just what you put out, but what people say in response.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 17
United Airlines
• United broke a passengers guitar (Dave Carroll) resulting in $1200 of damage
• United refused to pay for the repairs.
• In response, passenger launched a humorous music video to draw attention to
United’s consumer support issues on You Tube. Video has had over 6 million views.
• After two other videos, and United donating the cost of the guitar repairs to charity per
the musician’s requests, United managed to lose the musician’s bags.
• The story was reported to millions and was the lead on CNN (Situation Room)
• As a result, United’s stock value fell considerably.
• In addition, U.S. Sen. Barbara Boxer (D-Cal.) is championing the Airline Passenger
Bill of Rights Act of 2009, citing the United debacle.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 18
9
10. Social Media is Corporate Technology
• Social Media is a technology play. Brands are using new technologies to reach
and engage with their communities on the web and via mobile.
• Social Media tools are just like email, instant messaging, phones, etc. which are
all managed by IT.
Concerns with Social Media run by IT
• No external focus. While social media may be technical in nature, companies
need to strategically engage with the marketplace. IT generally does not serve
that purpose.
Work/Office
Home/Family
Work Mobile
Numbers
• Personal
• Family / Friend
• Personal Mobile
Work / Office
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 19
IT Social Media Concerns
• Network management of new Customer/employee Touch-point
• Security/Monitoring (employees, topics, leaks, fraud, SPI/CPNI)
• Scale Requirements (all + potential customers/employees)
• Consistency and Standards ( knowledge, workflow,
categorization)
• Trends vs. Transaction vs. Push Management
• Integrating with existing platform and optimizing existing assets
• Leverage existing social/open APIs as relevant (Google,
Twitter,…)
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 20
10
11. Social Media Technology Strategy
•Standard/consistent
1 Knowledge Sharing and Integration answers
•Leverage authored and
UGC content
2 3 4 5 6
Listening & Categorization Workflow & Communication Internal
Monitoring & Business Alerts and Desktop Enterprise
Intelligence Integration Collaboration
BPEL/Condition
(category, - Expertise Search
Categorization subcategory, - Groups
Wide Metrics Integration threshold, peak Email Integration
alerts,) based Chat Integration - Ideas
Deep/VOC (.com clickstream,
VOC, sales,) • Routing Customer Contact - VZ Talk (Internal
Target Twitter)
Outbound Campaign • Alerting History
Outbound/Campaign
Coordinated Integration Verizon.com
Integration
Integrate monitoring with & tune: Measure/categorize/prioritize: •Integrate with traditional •Integrate with AMT/AIMS •Enlist full power of verizon
•Traditional marketing •Interactions with UGC VZT/VZW workflows (iGO, •Integrate with KANA/ecrm resources/SMEs
•Use it to track offline initiatives •Volume of UGC iSITE, WFM,…) •Integration with myverizon •Iterative optimization of
•Social only promotions (social •VOC/facts/sentiment from •Integrate with critical priorities/process/reaction
coupons) UGC processes (complaints, speed
•PR news releases •Traffic/links related to UGC campaigns, PD,…) •Connecting the dots inside
•Investor updates •Revenue related to UGC
•Fraud/security related needs •Branding metrics UGC=User Generated Content
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 21
Social Media Issues Right Now in Sports
• International Olympic Committee
• Encouraging competitors to “post, blog, and tweet about
experiences during the summer Olympics in 2012, but forbidding
the use of social media to advertise or sell products or share
videos from Olympic venues.
• Also prohibits comments re: competitors, obscenity, and
vulgarity.
• NFL
• Communications blackout within 90 minutes of kickoff that
prohibits use of cell phones, electronic devices, or social media.
Punishable with $25,000 fine.
• NBA
• Coaches face $1m fine for retweeting their players during
lockout. Can follow players but a “mention” or “retweet” will be a
violation with fine and maybe loss of picks.
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 22
11
12. HR Owns Social Media
• Social Media should be standard policy for the entire company and thus
administered by HR.
• HR can work with other departments (marketing, PR, etc.) on the strategy and to
address issues, problems, etc.
• HR can facilitate employer monitoring of social media on-the-job to avoid
Possible liability for torts committed by employees (defamation, harassment,
infringement)
Pre-Employment: Recruiting
• Post recruiting information, solicit applications, reach jobseekers around the world
• Enables potential applicants to gain a sense of the company and gauge whether they would be a
good fit
• Lets potential applicants "hear" from current company employees
Applicant Evaluation
• Use of external blogs/social networks to "mine“ applicants
• Use of external blogs/social networking sites to vet applicants
• can give clues to an applicant’s analytical skills, communication skills, tact, and general maturity
• Can provide insight as to how others feel about the applicant
• Can help potentially avoid negligent hiring claim
It’s clear social media belongs in Human Resources
Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 23
"Facebook IQ"
• Some recruiters look at Facebook pages to get
an estimate of the individual’s IQ, personality
traits and whether they would be a "good fit"
• Are they outgoing, as might be needed for a
sales job?
• Do they use creative phrases and correct
grammar?
• What books or activities do they reference (if
any)?
• Number of "friends" – social skills
• Look at comments by "friends" for more insight
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13. Employees Busted!
• Nintendo employee posted an "inexcusable behavior" blog, listing
insulting comments about her fellow female workers; not well
received
• Teacher who was too friendly with his students. He had a MySpace
page which was considered too "peer-like" and the school board
asked him to take it down. He did, but (proving their "peer-like" point)
just put up a new one. Fired.
• University of New Mexico Hospital workers took cell phone pictures
of patients and posted them on MySpace. Also fired.
• Swiss employee took day off work for migraines and said she
couldn’t work in front of a computer – then was active on Facebook
that day. Also fired.
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It Begins and Ends with Legal
There are tons of legal issues that must be considered in
social media
• Possible intellectual property infringement
• Possible dissemination of trade secrets or company
confidential or proprietary information
• Privacy issues
• Laws restricting monitoring
• Common law protections against invasion of privacy
• Constitutional protections: First and Fourth Amendment
claims
• Electronic Communications Privacy Act of 1986
• Record retention policies
• And more. . .
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14. Enabling Social Media
Implementing a new social media structure means changing from an outbound
communications machine to an organism interacting with a larger community of
stakeholders.
Customers PR Employees
In a socially enabled environment, a majority of
an organization’s departments can and will
receive direct feedback from its customers. As a
result, the structure of corporate
General Potential
communications will change. Not only will
Public Company Buyers departments communicate outwardly, but ideally
will also serve as intermediaries, reflecting
stakeholders’ input routed accordingly through
the organization.
HR
Influencers Investors
*Source: Geoff Livingston: Whitepaper – Social Media Integration
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We are One! ! !
• Social media should be owned by everyone and
classified as an organization-wide endeavor.
• Various departments must work together to
coordinate the use of social media tools and ensure
that the organization’s goals are met.
• Internal communication and collaboration is critical
for avoiding brand confusion and ensuring
consistent implementation of cohesive strategies
that benefit the organization overall.
• Consider this: Can your PR expert successfully join
a technical or discipline-specific conversation?
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15. Verizon Social Media Goals
Verizon will listen, engage and amplify conversations
and experiences for consumer and business
audiences
Build brand equity & deepen customer relationships
Create and operate an authentic, conversational best
in class social media experience
Grow sales and revenue from social media audience
Provide best in class customer support for social
media
• Listen - monitor social media sites for complaints,
questions and issues in a cost effective manner
• Engage - Selectively engage and respond to
resolve customer issues
• •
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Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
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16. Confidential and proprietary material for authorized Verizon personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 31
Verizon Social Media Vision
• Establishing a multi-layered steering committee
• Developing best in class practices, tools and guidelines
• Developing and implementing a listening and response
strategy
• Implementing an approval process
• Creating and managing social media properties
• Establishing benchmarks & metrics scorecards
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17. Making Your Ownership Decision
Best Practices:
• Start with your goal: it will help define ownership
• Have a strategic plan…It’s not that expensive to start the conversation , but do
you have the budget to continue it?
• Identify and listen to existing social media conversations and segments.
• Empower and encourage internal organizations to participate in process
• Create and cultivate conversations and communities where your customers (and
employees) are
• Create a universal set of tools, assets and guidelines to drive consistency
regardless of ownership
• Continually measure, audit and benchmark performance
• Ensure appropriate IP legal processes, contracts, and approvals are in place.
• Ensure your social media presence reflects the nature and culture of the
company itself.
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Thank You!
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