In his Brands-Only Summit presentation, FedEx's Brian Johnston shares a case study on how they built a social media command center. He explains the steps they took to build a functional social media command center and gives tips on how your company can do it, too.

1. SOCIALMEDIA.ORG/SUMMIT2016ORLANDOJANUARY 25–27, 2016
We built a social media command
center, and so can you
BRIAN JOHNSTON
FEDEX

2. We Built a Social Media Command Center,
And So Can You
Brian Johnston | Social Media Advisor | FedEx Services
@brianjohnston
January 26, 2016

3. April 2013:
The Rise of the Social Media Command Center

4. 3
Approved! Now what?

5. 4
Getting your hands dirty
Benchmarking / Research  Visit other command centers
 Read the research
 Talk to your friends
Physical Requirements  Technology
 Furniture
Internal Processes  Finance
 Facilities
Tools / Data  What data do you want to show?
 What can you do with existing tools?
 What new ones do you need?
Daily Management  Staffing
 Escalations

6. 5
Getting your hands dirty
Benchmarking / Research  Visit other command centers
 Read the research
 Talk to your friends
Physical Requirements  Technology
 Furniture
Internal Processes  Finance
 Facilities
Tools / Data  What data do you want to show?
 What can you do with existing tools?
 What new ones do you need?
Daily Management  Staffing
 Escalations

7. 6
Getting your hands dirty
Benchmarking / Research  Visit other command centers
 Read the research
 Talk to your friends
Physical Requirements  Technology
 Furniture
Internal Processes  Finance
 Facilities
Tools / Data  What data do you want to show?
 What can you do with existing tools?
 What new ones do you need?
Daily Management  Staffing
 Escalations

8. 7
Getting your hands dirty
Benchmarking / Research  Visit other command centers
 Read the research
 Talk to your friends
Physical Requirements  Technology
 Furniture
Internal Processes  Finance
 Facilities
Tools / Data  What data do you want to show?
 What can you do with existing tools?
 What new ones do you need?
Daily Management  Staffing
 Escalations

9. 8
Getting your hands dirty
Benchmarking / Research  Visit other command centers
 Read the research
 Talk to your friends
Physical Requirements  Technology
 Furniture
Internal Processes  Finance
 Facilities
Tools / Data  What data do you want to show?
 What can you do with existing tools?
 What new ones do you need?
Daily Management  Staffing
 Escalations

10. 9
Getting your hands dirty
Benchmarking / Research  Visit other command centers
 Read the research
 Talk to your friends
Physical Requirements  Technology
 Furniture
Internal Processes  Finance
 Facilities
Tools / Data  What data do you want to show?
 What can you do with existing tools?
 What new ones do you need?
Daily Management  Staffing
 Escalations

11. 10
Timeline
April 2013
August 2013
September 2013
November 2013
January 2014
February 2014
March 2014
April 2014
May 2014
June 2014
July 2014
Concept Developed
Room Layout Complete
Construction Estimate Complete
Technology Estimate Complete
Facilities Request Submitted
Project Manager Assigned
Internal Approvals Complete
Construction Begins
Technology Installed
Data Configuration
Social Hub Grand Opening

12. 11
The FedEx Social Hub

13. 12
Make friends and influence people

14. 13
Invest in the ambiance

15. 14
Go big on technology

16. 15
Be flexible, and build what is right for you

17. 16
Brian Johnston
Twitter: @brianjohnston
brian.johnston@fedex.com

18. Learn more about past and
upcoming events
SOCIALMEDIA.ORG/EVENTS
SOCIALMEDIA.ORG/SUMMIT2016ORLANDOJANUARY 25–27, 2016