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Keep It Sane: Handling Social Product Disclosures
                           SXSW Interctive 2013 Submission
The Problem




In the age of social media,
what happens when
What You Can Do


Disclosure Support

PREPARE               SUPPORT           MAINTAIN




       PRE-              DURING              POST
   DISCLOSURE          DISCLOSURE         DISCLOSURE




   Content Strategy    Command Center     Daily Listening
                          Listening
   Response Packet                       Weekly Summary
                          Reporting
    Listening Prep                       Monthly Reporting
How To Do It


    Disclosure Support Listening




      Social Mentions                      Evaluate &              Approval &
                                            Escalate               Response




    Blogs              Reddit       Listening Support       Command Center Lead
    Tweets             Tumblr        (Twitter Mentions)       (Response Approval)

    Facebook           Videos       Listening Support       Response Lead
    LinkedIn           Forums        (Outer Web)              (Community Response)

    News Articles                                             Content Creation
                                                                (On-Demand, As Needed)
Who You Need


Disclosure Support Roles


                           Command Center Lead
                           (Strategist)




                           Response Lead
                           (Community Manager)




                           Listening Support
                           (Social Analyst)




                           Content Creation
                           (Content Strategist)
Where To Be


The People & Places That Matter
Content To Have


Content Strategy & Responding




                                Rapid Response Assessment & Response Priority Levels




              Message Map
How To Keep Track


Escalation Reporting
How To Keep Track


Daily Reporting




                    SENTIMENT
        TOPICS
        PLATFORMS




                    VERBATIMS
Ad

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Ad

Keep It Sane: Social Product Disclosures

  • 1. Keep It Sane: Handling Social Product Disclosures SXSW Interctive 2013 Submission
  • 2. The Problem In the age of social media, what happens when
  • 3. What You Can Do Disclosure Support PREPARE SUPPORT MAINTAIN PRE- DURING POST DISCLOSURE DISCLOSURE DISCLOSURE Content Strategy Command Center Daily Listening Listening Response Packet Weekly Summary Reporting Listening Prep Monthly Reporting
  • 4. How To Do It Disclosure Support Listening Social Mentions Evaluate & Approval & Escalate Response Blogs Reddit Listening Support Command Center Lead Tweets Tumblr (Twitter Mentions) (Response Approval) Facebook Videos Listening Support Response Lead LinkedIn Forums (Outer Web) (Community Response) News Articles Content Creation (On-Demand, As Needed)
  • 5. Who You Need Disclosure Support Roles Command Center Lead (Strategist) Response Lead (Community Manager) Listening Support (Social Analyst) Content Creation (Content Strategist)
  • 6. Where To Be The People & Places That Matter
  • 7. Content To Have Content Strategy & Responding Rapid Response Assessment & Response Priority Levels Message Map
  • 8. How To Keep Track Escalation Reporting
  • 9. How To Keep Track Daily Reporting SENTIMENT TOPICS PLATFORMS VERBATIMS

Editor's Notes

  • #2: \n
  • #3: \n
  • #4: \n
  • #5: \n
  • #6: \n
  • #7: \n
  • #8: \n
  • #9: Escalation Report\n\nIdentifies:\nPerson\nReach\nAffiliation\nContent Verbatim\nLink\nRecommended Messaging\nSuggested Response\n\n\nRequests:\nApproval (Y/N)\nApproved Alternative Response\n
  • #10: Command Center Daily Report\nDaily email that is sent by Command Center lead (Microsoft employee) to internal departments recapping the important conversations of the day, as well as providing a high-level view of 3 key metrics: Mentions, Responses and Overall Sentiment. This is the aggregated overview of the individual shift reports (below). \n\nShift Report\nTo be filled out as items come in and a response/escalation path is determined. All items must be captured, but not all items will need to be responded to.\n\nPost-Disclosure Report\nTo be filled out as items come in and a response/escalation path is determined. All items must be captured, but not all items will need to be responded to.\n