1. Shashi Bellamkonda of Network Solutions presented on how the company used social media to build a positive online image and reputation management. 2. Network Solutions shifted from high negative sentiment in 2008 to high positive sentiment in 2009 through listening to customers on social networks, engaging in online conversations, and thought leadership content on blogs and conferences. 3. In 2010, Network Solutions aims to increase user generated content, strengthen their brand identity, and provide more online engagement and training.

1. Building a Positive Image Online with Social Media: The Network Solutions Experience Presented by: Shashi Bellamkonda Social Media Swami, Network Solutions Twitter: @shashib on behalf of @netsolcares 03.25.2010

2. Help Network Solutions Social Swami support the March of the Dimes by drawing and voting in this fun contest . Details at http:// bit.ly/blrTKK

3. Thank you for coming

4. Steve did his homework well with great speakers Great conference organized by http://www.Bdionline.com

5. Online Reputation Before Photo courtesy: http://matchstic.com/blog/wp-content/uploads/2009/06/bad-customer-service.jpg

6. Traditional media usage is changing 92%) use multiple platforms 33% access news on their cell phones. 28% of internet users have customized their home page 37% of internet users have contributed to the creation of news http://www.pewinternet.org/Reports/2010/Online-News.aspx

7. 25% Small Business use social media presence – Doubled since last year Network Solutions – University of Maryland Small Business Success index http://growsmartbusiness.com See the full study at http://www.GrowSmartBusiness.com

8. Customers demand transparency This guy wants to make sure the book and the DVD are saying the same thing

9. 4 Point Social Media Strategy Brand / Reputation Management Connecting with Customers Community Outreach Get new business

10. Social Media Implementation 2 008 2009 2010 Changed negative online perceptions to neutral sentiment Increased positive sentiment Positioned as Small Business Thought Leader Utilized social media beyond customer service Leverage social media for market expansion and leadership

11. Top Three Accomplishments Enjoying a positive sentiment online compared to the negative mentions in 2008. Shift in perception of Network Solutions ® as not just a domain registrar but also a thought leader in small business growth. Network Solutions is often referred to as a company that has effectively leveraged social media to maximize customer satisfaction.

12. First Step: Listen Team approach to response Monitor using Radian6 and manual searches Classify as crisis or not (>50 Technorati authority or 100 followers) Classify as general issue or technical customer service Engage in a variety of places Blogs, Twitter, Online forums Photo courtesy: http://bethnolastname.files.wordpress.com/2008/07/listen.jpg

13. Step 2: Content Creation Blogs SolutionsArePower Women Grow Business Grow Smart Business Unintentional Entrepreneur Participation in industry events such as Twitterville Small Business Success Index GrowSmartBiz Webinars and Conference Crisis Management Support Rebrand

14. Blogs: Effective Reputation Platform

15. Manage Online Reputation via Offline Events http://www.flickr.com/photos/kyeung808/3851709164/sizes/l/

16. Change Online Perception

17. Thought Leadership: GrowSmartBiz Webinars (2) Over 400+ attendees 20+ blog posts 250+ tweets via #growbiz and #growsmartbiz Conference Over 400+ attendees Increased @GrowSmartBiz Twitter followers by 200 and counting 75+ blog posts 1,500+ Tweets 2K+ Tweets with #growsmartbiz 5K participants on livestream

18. Maintaining Reputation Amidst Crisis Created an online forum to provide information to merchants and customers. Generated over 50+ blog posts, which Network Solutions team responded. Applauded by many for use of social media in crisis management support.

19. Step 3: From Listening to Acting Listened to customer feedback Rebranded website based on feedback Created a social media advisory board Used Twitter and blogs to market new rebrand

20. Step 5: Training other advocates Social Media Twitter Blogging Bookmarking

21. Shift from High Negative to High Positive

22. 2009 IABC Gold Quill Award Recognized for online reputation management Listening to customers on social networks Taking their feedback seriously

23. What Does 2010 Hold? Drive more unique visitors to the storefront Blogger outreach highlighting Network Solutions product offerings and customer testimonials Increase user generated content on “ How did I benefit from Network solutions ” Strengthen Network Solutions ’ brand identity as leader in Innovative Online Solutions Online engagement Training sessions Events

24. Basic Tips Monitor your brand Follow a few blogs/ answer questions on LinkedIn Own your profiles in at least 3 social networks Integrate social media into your traditional marketing efforts Engagement metrics

25. Thanks for all the great tweets

26. Thank you Shashi Bellamkonda [email_address] Twitter: @shashib Small Business Success Index : http:// www.GrowSmartBusiness.com Network Solutions Blog : http:// blog.networksolutions.com Women Entrepreneurs : http:// www.WomenGrowBusiness.com Fresh Entrepreneurs ; http:// unintentionalentrepreneur.com Millenials : http:// whatsnextgeny.com

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