A talk by Jill Koob, SPHR, SHRM-SCP and Dr. Sandra Steen
Energize HR & Sandra Steen Consulting, LLC
It's been seven years since the #blacklivesmatter hashtag was born. Three words full of potential for progress that offer a bite-sized rallying cry for a gargantuan problem.
Three words born out of the tragic loss of life, over and over again; Three words packed with passion, conviction, purpose and.... for some, polarization.
Whether our leaders are ready for another crisis, or not, we must talk about the Elephant in the room.
Acknowledging racism, clarifying your company's policy, and educating employees that disagree on that company policy is requred if we are to tackle the discord, as it enters the workplace.
Discussion Points:
How might HR prepare managers to compassionately respond to the conflict between the hashtags #AllLivesMatter and #BlackLivesMatter in the workplace?
How might we educate one another on the white vs. black issue, and get a real grip on our biases?
Just as HR had to mindfully respond to the #MeToo movement, HR must lead the way to a conscious awakening of the racism and our cultural discord in the workplace.
Watch REPLAY here:
https://leading-in-crisis.turnkeycoachingsolutions.com/talks/blacklivesmatterworkplace/
**Leading in a Crisis Free Virtual Summit 40+ Speakers:**
https://leading-in-crisis.turnkeycoachingsolutions.com/
Why go social? Reasons to implement a social media strategy for a personal brand or business given at Social Media Day of the NW Women's Conference, March, 2012. For more information, visit www.heidi-miller.com
A talk by Jill Koob, SPHR, SHRM-SCP and Dr. Sandra Steen
Energize HR & Sandra Steen Consulting, LLC
It's been seven years since the #blacklivesmatter hashtag was born. Three words full of potential for progress that offer a bite-sized rallying cry for a gargantuan problem.
Three words born out of the tragic loss of life, over and over again; Three words packed with passion, conviction, purpose and.... for some, polarization.
Whether our leaders are ready for another crisis, or not, we must talk about the Elephant in the room.
Acknowledging racism, clarifying your company's policy, and educating employees that disagree on that company policy is requred if we are to tackle the discord, as it enters the workplace.
Discussion Points:
How might HR prepare managers to compassionately respond to the conflict between the hashtags #AllLivesMatter and #BlackLivesMatter in the workplace?
How might we educate one another on the white vs. black issue, and get a real grip on our biases?
Just as HR had to mindfully respond to the #MeToo movement, HR must lead the way to a conscious awakening of the racism and our cultural discord in the workplace.
Watch REPLAY here:
https://leading-in-crisis.turnkeycoachingsolutions.com/talks/blacklivesmatterworkplace/
**Leading in a Crisis Free Virtual Summit 40+ Speakers:**
https://leading-in-crisis.turnkeycoachingsolutions.com/
Why go social? Reasons to implement a social media strategy for a personal brand or business given at Social Media Day of the NW Women's Conference, March, 2012. For more information, visit www.heidi-miller.com
Mike Derezin's Forecast 2015 Keynote: Serendipity to ScienceBase CRM
Last week, the sales category was taken by storm when some of the top thought-leaders in the industry came to Forecast 2015. For those of you who couldn't attend, or want a second look at the amazing content presented, we're posting all of our speaker's keynotes for you. Here's Mike Derezin's presentation, "Serendipity to Science."
Blogs, Facebook, Twitter… How can your organization benefit from these social streams? The Yahoo! Accessibility Lab jumped in headfirst and built a dynamic, online community.
http://www.spiral16.com This is an updated version of the Social Media for Nonprofits: Listening, Setting Goals, Storytelling presentation from Spiral16's marketing/communications manager Eric Melin. It focuses on starting with a goal-oriented foundation for your social media strategy, covers tips for online listening, and goes into the steps for telling effective stories that will connect people with your mission.
Crushing 11 Big Myths About Social Media and Content MarketingJay Baer
You think you know the best practices in social media and content marketing, but the truth may be different. Jay Baer crushes 11 big myths from the world's of social media and content marketing.
Social Media Lifecycle - Ondernemersvereniging DrontenEdwin Korver
Ondernemersvereniging Dronten is a businessclub located in the city of Dronten, Netherlands. I was invited to present my Social Media Lifecycle in the broader aspect of what aspects propel the use of social media.
Social Media Marketing presentation Kansas Pharmacy Association Continuing Education Session, Sept 29. Topics include: Why Businesses Use Social Media, What Social Media “Is” and “Is not,” 10 Tips to “Go & Grow” Your Social Media, Free & Cool Tools, Ways to Grow Your Social Community, Tips to Craft Up Content
Leveraging Local Influencers - Mike Merrill - Driving Sales Executive SummitMike Merrill
I was fortunate to deliver this talk at the DrivingSales Executive Summit 2012, outlining do it yourself strategies to identify local influencers to reach a new audience.
How to Identify and Leverage Local Influencers to Drive Car Dealership Word o...ReachLocal
Mike Merrill delivered this talk at the DrivingSales Executive Summit 2012 outlining do it yourself strategies to identify local influencers to reach a new audience.
Does Your Content Take the High Road? The 3 E's vs. The 3 C's of Content Mark...David Horne
Taking the content marketing high road builds long-term trust with your audience. Stay away from the 3 C's and embrace the 3 E's.
C's: Criticize. Condemn. Complain
E's. Entertain, Educate, Encourage
Communications getting attention & enhancing your reputationDeborah Spector
You're doing amazing work, but no one seems to know! Today's session is designed to help you streamline & coordinate your communications and develop a communications plan. Communications planning helps you define how you communicate with your various audiences. Any questions please contact deborah@creative-si.com.
Amy Rodile Know the Way to Create Loyal, Effective EmployeesAmmy Rodiles
Amy Rodiles is an entrepreneur, philanthropist, and business consultant. Amy Rodiles is specialized in business management, provide analysis and help further development.
It's about attitude, amplitude will follow - Ondernemersacademie DrontenTenfore Associates BV
Too much emphasis is on social media networks and techniques. But what are the drivers of social media and social business? What caused the social revolution since 2004. Why now? And what should you share? What are others looking for? Questions .. and hopefully answers you can use.
Fran Harris shares a secret tool for getting more done in less time, achieving and even exceeding your goals in record time. You can listen to the presentation at http://tinyurl.com/ogstmtool
Mike Derezin's Forecast 2015 Keynote: Serendipity to ScienceBase CRM
Last week, the sales category was taken by storm when some of the top thought-leaders in the industry came to Forecast 2015. For those of you who couldn't attend, or want a second look at the amazing content presented, we're posting all of our speaker's keynotes for you. Here's Mike Derezin's presentation, "Serendipity to Science."
Blogs, Facebook, Twitter… How can your organization benefit from these social streams? The Yahoo! Accessibility Lab jumped in headfirst and built a dynamic, online community.
http://www.spiral16.com This is an updated version of the Social Media for Nonprofits: Listening, Setting Goals, Storytelling presentation from Spiral16's marketing/communications manager Eric Melin. It focuses on starting with a goal-oriented foundation for your social media strategy, covers tips for online listening, and goes into the steps for telling effective stories that will connect people with your mission.
Crushing 11 Big Myths About Social Media and Content MarketingJay Baer
You think you know the best practices in social media and content marketing, but the truth may be different. Jay Baer crushes 11 big myths from the world's of social media and content marketing.
Social Media Lifecycle - Ondernemersvereniging DrontenEdwin Korver
Ondernemersvereniging Dronten is a businessclub located in the city of Dronten, Netherlands. I was invited to present my Social Media Lifecycle in the broader aspect of what aspects propel the use of social media.
Social Media Marketing presentation Kansas Pharmacy Association Continuing Education Session, Sept 29. Topics include: Why Businesses Use Social Media, What Social Media “Is” and “Is not,” 10 Tips to “Go & Grow” Your Social Media, Free & Cool Tools, Ways to Grow Your Social Community, Tips to Craft Up Content
Leveraging Local Influencers - Mike Merrill - Driving Sales Executive SummitMike Merrill
I was fortunate to deliver this talk at the DrivingSales Executive Summit 2012, outlining do it yourself strategies to identify local influencers to reach a new audience.
How to Identify and Leverage Local Influencers to Drive Car Dealership Word o...ReachLocal
Mike Merrill delivered this talk at the DrivingSales Executive Summit 2012 outlining do it yourself strategies to identify local influencers to reach a new audience.
Does Your Content Take the High Road? The 3 E's vs. The 3 C's of Content Mark...David Horne
Taking the content marketing high road builds long-term trust with your audience. Stay away from the 3 C's and embrace the 3 E's.
C's: Criticize. Condemn. Complain
E's. Entertain, Educate, Encourage
Communications getting attention & enhancing your reputationDeborah Spector
You're doing amazing work, but no one seems to know! Today's session is designed to help you streamline & coordinate your communications and develop a communications plan. Communications planning helps you define how you communicate with your various audiences. Any questions please contact deborah@creative-si.com.
Amy Rodile Know the Way to Create Loyal, Effective EmployeesAmmy Rodiles
Amy Rodiles is an entrepreneur, philanthropist, and business consultant. Amy Rodiles is specialized in business management, provide analysis and help further development.
It's about attitude, amplitude will follow - Ondernemersacademie DrontenTenfore Associates BV
Too much emphasis is on social media networks and techniques. But what are the drivers of social media and social business? What caused the social revolution since 2004. Why now? And what should you share? What are others looking for? Questions .. and hopefully answers you can use.
Fran Harris shares a secret tool for getting more done in less time, achieving and even exceeding your goals in record time. You can listen to the presentation at http://tinyurl.com/ogstmtool
Social CRM: Managing online relationshipsHeidi Miller
Half-day boot camp for social media management: engaging in online relationships, choosing Facebook personal profile vs page, Twitter profile and conventions
Best practices for managing online relationships, including overall strategy and specific best practices for engaging via Facebook profiles and Pages and on Twitter. Originally presented at Wappow's Search and Social Revelations, Dec. 21, 2010
From the social media panel at US Women in Nuclear conference on using social media for career growth. Follow up: how to set up a Google Alert, is here: http://bit.ly/cgn0Hi
10 Social Media Things to Try in 10 MinutesHeidi Miller
This presentation is geared at the social media newbies who want to try social media but don't know where to begin and don't have a month to spend developing a strategy. This is toe-in-the-water, how-to, just get comfy--for those who are paralyzed at the idea of taking a month to develop a strategy
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Search and Society: Reimagining Information Access for Radical FuturesBhaskar Mitra
The field of Information retrieval (IR) is currently undergoing a transformative shift, at least partly due to the emerging applications of generative AI to information access. In this talk, we will deliberate on the sociotechnical implications of generative AI for information access. We will argue that there is both a critical necessity and an exciting opportunity for the IR community to re-center our research agendas on societal needs while dismantling the artificial separation between the work on fairness, accountability, transparency, and ethics in IR and the rest of IR research. Instead of adopting a reactionary strategy of trying to mitigate potential social harms from emerging technologies, the community should aim to proactively set the research agenda for the kinds of systems we should build inspired by diverse explicitly stated sociotechnical imaginaries. The sociotechnical imaginaries that underpin the design and development of information access technologies needs to be explicitly articulated, and we need to develop theories of change in context of these diverse perspectives. Our guiding future imaginaries must be informed by other academic fields, such as democratic theory and critical theory, and should be co-developed with social science scholars, legal scholars, civil rights and social justice activists, and artists, among others.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
6. “We should
be on
TWITTER”
‘If you don’t know where you are going,
any road will get you there.
Lewis Carroll
WHY?
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 3
8. Your
KNOW Where you’re going. What are your goals?
STRATEGY
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 4
9. Your
KNOW Where you’re going. What are your goals?
STRATEGY
KNOW What success looks like. How will you measure?
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 4
10. Your
KNOW Where you’re going. What are your goals?
STRATEGY
KNOW What success looks like. How will you measure?
Where your influencers reside and strategize your
KNOW participation accordingly.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 4
11. Your
KNOW Where you’re going. What are your goals?
STRATEGY
KNOW What success looks like. How will you measure?
Where your influencers reside and strategize your
KNOW participation accordingly.
Who your key influencers are and what they care about in
KNOW order to strategize relevant content.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 4
14. A PERSON LIKE ME
TRUST
Rose 22% over 2011, beating out CEOs,
analysts, government officials and NGO reps.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 5
15. TRUST
REGULAR EMPLOYEE
Rose 16% over 2011, greatest increase since
2001. Also topping out over the CEO, analysts
and government and NGO reps.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 5
16. TRUST
CEO
Declined sharply 12% since 2011, the biggest
drop in Edelman Trust Barometer history.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 5
17. TRUST
TRUST IN SOCIAL MEDIA
Trust in media was the only category to rise,
with social media gaining 75% over 2011.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 5
19. ‘ PR contributes to the brand
personality, perception and resonance
of a company. It is the voice. It shapes
the company's personality. It helps
keep companies, products and services
on the radar screens of their
customers.
Brian Solis
WHAT SOCIAL MEDIA IS
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 6
21. ‘
Always be a first-rate version of
yourself, instead of a second-rate
version of somebody else.
Judy Garland
Social media is... PERSONABLE
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 7
24. SHOWS PERSONALITY
PERSONABLE
People are more likely to follow profiles with a
photo. And more likely to follow a profile with a
headshot rather than a brand logo.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 8
25. PERSONABLE
DON’T BE A JERK
This agency representative was fired after
representing Chrysler publicly in an unflattering
manner.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 8
26. PERSONABLE
BE YOURSELF
No need to be all business. Be on topic, and feel
free to share your integrated self.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 8
27. PERSONABLE
BE YOURSELF
No need to be all business. Be on topic, and feel
free to share your integrated self.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 8
28. PERSONABLE
BE YOURSELF
No need to be all business. Be on topic, and feel
free to share your integrated self.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 8
30. ‘ A conversation is a dialogue, not a
monologue.
Social media is...
Truman Capote
A CONVERSATION
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 9
33. CONSISTENT WITH THE BRAND
CONVERSATION
Comcast team monitors keywords and is trained
to reply with “Can I help?” or “What’s going on?”
and ask for a DM with account number.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 10
34. CONVERSATION
PERSONABLE
Representatives should show their personalities
and broad interests in their bios and in their
posts.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 10
35. CONVERSATION
INITIATES CONVERSATION
Don’t just self-promote; ask questions to begin
conversations.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 10
36. CONVERSATION
CONTINUES CONVERSATION
Conversation grows organically, not just around
the product/service. Respond.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 10
38. ‘ A man has no more character than he
can command in a time of crisis.
Social media is...
Ralph W. Sockman
A CRISIS CHANNEL
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 11
40. CRISIS
CHANNEL
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 12
41. CRISIS GOOD IN A PINCH
CHANNEL Social channels provide a way to offer timely
content in an immediate manner to people with
whom credibility and trust has been established.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 12
42. CRISIS
CHANNEL
MOM SLAMS THE TSA
Mom blogger writes that her son was taken
from her during a TSA search.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 12
43. CRISIS
CHANNEL
TSA RESPONDS
TSA responds on the same day with post titled
“Response to The TSA Took My Son.”
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 12
44. CRISIS
CHANNEL
TSA RESPONDS
TSA responds on the same day with post titled
“Response to The TSA Took My Son.”
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 12
45. CRISIS
CHANNEL
MULTIMEDIA
The TSA post not only contains video evidence
proving the blogger’s claims were false, but also
included nine additional video views of the
incident.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 12
47. Monitor key channels 24/7 and respond immediately. 24 hours
CRISIS TIMING is too long.
CHANNEL
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 13
48. Monitor key channels 24/7 and respond immediately. 24 hours
CRISIS TIMING is too long.
CHANNEL
Personable without being too personal. Sincere, human
TONE apologies go a long way.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 13
49. Monitor key channels 24/7 and respond immediately. 24 hours
CRISIS TIMING is too long.
CHANNEL
Personable without being too personal. Sincere, human
TONE apologies go a long way.
Never delete comments. Don’t lie; the internet will find out
ENGAGEMENT and punish you. Choose which comments deserve individual
responses.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 13
50. Monitor key channels 24/7 and respond immediately. 24 hours
CRISIS TIMING is too long.
CHANNEL
Personable without being too personal. Sincere, human
TONE apologies go a long way.
Never delete comments. Don’t lie; the internet will find out
ENGAGEMENT and punish you. Choose which comments deserve individual
responses.
Take immediate action to solve the issue. Fire the employee,
ACTION offer to retrain the staff.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 13
54. WHAT SOCIAL IMPERSONAL
MEDIA
Social media isn’t
ISN’T about acting like a
corporation; the best
engagement comes
from acting like a
human being.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 15
55. WHAT SOCIAL IMPERSONAL
MEDIA
Social media isn’t
ISN’T about acting like a
corporation; the best
engagement comes
from acting like a
human being.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 15
56. WHAT SOCIAL IMPERSONAL
MEDIA
Social media isn’t
ISN’T about acting like a
corporation; the best
engagement comes
from acting like a
human being.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 15
58. WHAT SOCIAL ONE WAY
MEDIA
Social media isn’t
ISN’T about shouting to a
crowd. The best
engagement comes
from sharing,
questioning and
conversing.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 16
59. WHAT SOCIAL ONE WAY
MEDIA
Social media isn’t
ISN’T about shouting to a
crowd. The best
engagement comes
from sharing,
questioning and
conversing.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 16
60. WHAT SOCIAL ONE WAY
MEDIA
Social media isn’t
ISN’T about shouting to a
crowd. The best
engagement comes
from sharing,
questioning and
conversing.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 16
62. SLEAZILY
WHAT SOCIAL
MEDIA OPPORTUNISTIC
ISN’T Social media isn’t
about getting RTs,
shares, Likes and
repins at any cost.
Spam and bad taste
don’t generate long-
term, replicable
results--and may
generate mockery.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 17
63. SLEAZILY
WHAT SOCIAL
MEDIA OPPORTUNISTIC
ISN’T Social media isn’t
about getting RTs,
shares, Likes and
repins at any cost.
Spam and bad taste
don’t generate long-
term, replicable
results--and may
generate mockery.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 17
64. SLEAZILY
WHAT SOCIAL
MEDIA OPPORTUNISTIC
ISN’T Social media isn’t
about getting RTs,
shares, Likes and
repins at any cost.
Spam and bad taste
don’t generate long-
term, replicable
results--and may
generate mockery.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 17
66. ‘ There is no information overload.
There is only filter failure.
Clay Shirky
What are the channels?
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 18
71. What’s the
VALUE
of...
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 21
72. What’s the A FACEBOOK LIKE
VALUE
of...
What is the value of
a Facebook Like or a
Fan?
LIKES / FANS
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 21
73. What’s the A FACEBOOK LIKE A RETWEET
VALUE
of...
What is the value of What is the value of a
a Facebook Like or a mention or a
Fan? reTweet?
LIKES / FANS MENTIONS / RTS
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 21
74. What’s the A FACEBOOK LIKE A RETWEET A REPIN
VALUE
of...
What is the value of What is the value of a
What is the value of a
a Facebook Like or a mention or a
Like or repin?
Fan? reTweet?
LIKES / FANS MENTIONS / RTS LIKES / REPINS
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 21
76. How to use
SOCIAL
‘
The only value social media can provide
is that which is strategized and aligned
with specific, measurable goals/gets you
where you want to go
VALUE
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 22
78. How to use
SOCIAL
‘
“It takes 20 years to build a reputation
and five minutes to ruin it. If you think
about that, you'll do things differently.”
Warren Buffet
#1 REPUTATION MANAGEMENT
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 23
80. Domino’s
FAIL
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 24
81. Domino’s DAMAGING VIDEO
FAIL In 2009, two Domino’s franchise employees posted a
YouTube video depicting their doing disgusting acts
with food ostensibly intended for customers.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 24
82. Domino’s
FAIL
SILENCE FOR 48 HOURS
For 48 hours, there was no online nor public
response from Domino’s. In that time, the video was
viewed nearly one million times, and the blogosphere
exploded with criticism.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 24
83. Domino’s
FAIL
NO TWITTER HANDLE
No corporate Twitter handle existed until the
following Monday, when Domino’s created a new
Twitter handle @dpzinfo to deal with the backlash.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 24
84. Domino’s
FAIL
CORPORATE RESPONSE
The following Monday, Domino’s America CEO
Patrick Doyle posted a scripted video response
to YouTube. It got 20,000 views.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 24
86. ‘
Amplifying the voices and the faces of
trustworthy employees, customers,
and managers can help us convey a
believable and sympathetic persona that
offers something or someone to
connect to for those open to the other
side of the story.
Brian Solis
Open channels save your
reputation
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 25
88. How to use
SOCIAL
‘
Customers don’t expect you to be
perfect.
They do expect you to fix things when
they go wrong.
Donald Porter
#2 CUSTOMER SERVICE
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 26
90. Domino’s
WIN
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 27
91. Domino’s DISGRUNTLED TWEET
WIN In 2009, @interactiveamy Twittered that she’d waited
over an hour for her Domino’s pizza. When it finally
arrived, it wasn’t what she ordered.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 27
92. Domino’s
WIN
ESTABLISHED TWITTER ACCOUNT
Ramon operates three Chicago Domino’ franchises
and has an active Twitter presence at @dpzramon.
When he saw Amy’s Tweet, he responded immediately.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 27
93. Domino’s
WIN
IMMEDIATE, PERSONAL RESPONSE
Not only did Ramon reply personally via Twitter, he
went to the store in question and filmed an informal
video apology and posted it to their YouTube and
Viddler pages.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 27
94. Domino’s
WIN
RESULTS
The video apology was embedded in over 75,000
blogs, Ramon sponsored pizza for the next Chicago
Social Media Club event and spoke at Harvard.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 27
96. The how is important. Monitor your keywords, your brand,
HOW and your competition. Find who loves your topic and what
5 TIPS FOR they talk about.
SOCIAL
SERVICE
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 28
97. The how is important. Monitor your keywords, your brand,
HOW and your competition. Find who loves your topic and what
5 TIPS FOR they talk about.
SOCIAL
SERVICE
Post high-value content, not just promotion. Links to related
WHAT expert content, expected outages or downtime, engage in
conversations that your followers start. Share liberally.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 28
98. The how is important. Monitor your keywords, your brand,
HOW and your competition. Find who loves your topic and what
5 TIPS FOR they talk about.
SOCIAL
SERVICE
Post high-value content, not just promotion. Links to related
WHAT expert content, expected outages or downtime, engage in
conversations that your followers start. Share liberally.
The person who should monitor social feeds is the one who is
WHO most passionate about customer service.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 28
99. The how is important. Monitor your keywords, your brand,
HOW and your competition. Find who loves your topic and what
5 TIPS FOR they talk about.
SOCIAL
SERVICE
Post high-value content, not just promotion. Links to related
WHAT expert content, expected outages or downtime, engage in
conversations that your followers start. Share liberally.
The person who should monitor social feeds is the one who is
WHO most passionate about customer service.
Social channels are 24/7, not 9:00-5:00. Responses should be
WHEN lightening fast, within minutes or hours.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 28
100. The how is important. Monitor your keywords, your brand,
HOW and your competition. Find who loves your topic and what
5 TIPS FOR they talk about.
SOCIAL
SERVICE
Post high-value content, not just promotion. Links to related
WHAT expert content, expected outages or downtime, engage in
conversations that your followers start. Share liberally.
The person who should monitor social feeds is the one who is
WHO most passionate about customer service.
Social channels are 24/7, not 9:00-5:00. Responses should be
WHEN lightening fast, within minutes or hours.
Social media doesn’t replace traditional channels; it
@heidimiller www.heidi-miller.com
WHERE complements them.
Thursday, March 1, 2012 28
102. How to use
SOCIAL
‘ For pleasure has no relish unless we
share it.
Virginia Woolf
#3 CUSTOMER ACQUISITION
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 29
104. ‘ Pinterest is a social shopping
experience disguised as a website full
of interest.
Brad McCarty, The NextWeb
Sharing motivates
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 30
106. New visual sharing site Pinterest has experienced phenomenal
SHARING ON TRAFFIC growth, with over 12 million unique monthly visitors.
PINTEREST
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 31
107. New visual sharing site Pinterest has experienced phenomenal
SHARING ON TRAFFIC growth, with over 12 million unique monthly visitors.
PINTEREST
The average Pinterest session is 72 minutes (versus 45 for
ENGAGEMENT Facebook).
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 31
108. New visual sharing site Pinterest has experienced phenomenal
SHARING ON TRAFFIC growth, with over 12 million unique monthly visitors.
PINTEREST
The average Pinterest session is 72 minutes (versus 45 for
ENGAGEMENT Facebook).
Over 70% of Pinterest users are women. Over 80% of pins are
SHARING repins: the network is built for sharing and viral content.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 31
109. New visual sharing site Pinterest has experienced phenomenal
SHARING ON TRAFFIC growth, with over 12 million unique monthly visitors.
PINTEREST
The average Pinterest session is 72 minutes (versus 45 for
ENGAGEMENT Facebook).
Over 70% of Pinterest users are women. Over 80% of pins are
SHARING repins: the network is built for sharing and viral content.
Over 150 brands are already participating on Pinterest; Etsy
BRANDS has the biggest following.
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 31
112. IDEELI.COM
DRIVING
SALES
Retail site ideeli.com saw
a 446% rise in traffic
from Pinterest.
446% RISE
Source: http://adage.com/article/digitalnext/real-simple-pinterest-drives-traffic-facebook/231576/
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 32
113. IDEELI.COM IDEELI.COM
DRIVING
SALES The same site
Retail site ideeli.com saw reported a fivefold
a 446% rise in traffic increase in sales
from Pinterest. directly tied to those
visits.
446% RISE 5x SALES RISE
Source: http://adage.com/article/digitalnext/real-simple-pinterest-drives-traffic-facebook/231576/
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 32
114. IDEELI.COM IDEELI.COM REAL SIMPLE
DRIVING
“Pinterest is a huge
SALES The same site
source from a referral
Retail site ideeli.com saw reported a fivefold
standpoint, even
a 446% rise in traffic increase in sales
from Pinterest.
beating out referrals
directly tied to those
from Facebook in the
visits.
month of October.”
446% RISE 5x SALES RISE BEAT FACEBOOK
Source: http://adage.com/article/digitalnext/real-simple-pinterest-drives-traffic-facebook/231576/
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 32
116. Do I know my audience? Have I chosen my channel
TARGET engagement accordingly? Do I know what success looks like?
CHECKLIST
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 33
117. Do I know my audience? Have I chosen my channel
TARGET engagement accordingly? Do I know what success looks like?
CHECKLIST
Do I know my goals? Am I targeting relationship management,
STRATEGIZE customer service, customer acquisition or thought leadership?
Do I know what success looks like?
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 33
118. Do I know my audience? Have I chosen my channel
TARGET engagement accordingly? Do I know what success looks like?
CHECKLIST
Do I know my goals? Am I targeting relationship management,
STRATEGIZE customer service, customer acquisition or thought leadership?
Do I know what success looks like?
Is my presence personal? Does it reflect the brand promise? Is
ENGAGE it conversational and engaging? Is the content relevant? Am I
monitoring and ready should a crisis occur?
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 33
119. Do I know my audience? Have I chosen my channel
TARGET engagement accordingly? Do I know what success looks like?
CHECKLIST
Do I know my goals? Am I targeting relationship management,
STRATEGIZE customer service, customer acquisition or thought leadership?
Do I know what success looks like?
Is my presence personal? Does it reflect the brand promise? Is
ENGAGE it conversational and engaging? Is the content relevant? Am I
monitoring and ready should a crisis occur?
Is the brand coming across as impersonal, evil or tastelessly
CHECK opportunistic?
@heidimiller www.heidi-miller.com
Thursday, March 1, 2012 33
121. GO FORTH AND CONQUER
FOLLOW ME
@heidimiller facebook/heidi.miller.rocks
www.heidi-miller.com heidimillerpresents@gmail.com
Thursday, March 1, 2012 34