Social Media Do's & Don'ts
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Companies starting out in social media and those already dipping their toes in the waters can learn what they should and shouldn't do. 10 examples of the good and the bad are shown here. This is intended to be an introduction and not a lesson. Please feel free to comment here or reach out through the channels mentioned here for more information.
Social Media Do's & Don'ts
- 1. Social Media and Getting Started: Some Dos & Donts for Companies Andrew Maher
- 2. Do you need to know these 10 things before building a Social Presence? Dos Andrew Maher Donts #avayasm Picture source: editorsweblog.org
- 3. Presenting Today Andrew Maher is a 20 year veteran of the customer experience arena. For over 17 years he has been working with Avayas clients across the globe. He is an award winning leader in the area of new media and its role within enterprises and their interactions with customers. When consulting with clients Andrew describes himself as a B2B2C focused, his concern is of his customers customers. As a certified social media strategist he is addressing the CxOs of Fortune 100s to develop with them the needs of this up and coming interaction channel. Andrew is based in Frankfurt, Germany. He can most easily be found on Twitter @serviceplease20 where he talks about the Enterprise 2.0, Customer Service and what a Social Business really is. 息 2011 Avaya Inc. All rights reserved. 3
- 4. Broadcast This is not traditional marketing You do not control the conversation Learn the tools and styles of social channels Donts 息 2011 Avaya Inc. All rights reserved. 4
- 5. Listen & Explore Visit Twitter & others Find your competition Find your customers Try out some social tools What they are talking What do your clients about? expect Capture their social Dos handles 息 2011 Avaya Inc. All rights reserved. 5
- 6. Rush it Just because you have a high click rate, eyeballs think that will translate into many likes. Building a community takes time Be consistent Donts 息 2011 Avaya Inc. All rights reserved. 6
- 7. Engage Answer those who are asking questions Provide useful content Utilize key stakeholders not just interns Dos 息 2011 Avaya Inc. All rights reserved. 7
- 8. Build for yourself, by yourself It is not just about you. This is about your community Involve key influencers both from within and outside the business Build it together Donts 息 2011 Avaya Inc. All rights reserved. 8
- 9. Be prepared Missteps will happen Create guidelines for associates Plan, plan, plan Know where escalations need to go in advance Dos 息 2011 Avaya Inc. All rights reserved. 9
- 10. Control it Conservations will occur with or without you Cannot control the flow, but know when to engage Have a plan Accept your weaknesses Donts 息 2011 Avaya Inc. All rights reserved. 10
- 11. Be authentic Share a lot! KISS Find your voice Dos 息 2011 Avaya Inc. All rights reserved. 11
- 12. Make it a tech project Social media is not about technology Nor is it a channel It has nothing to do with media Donts 息 2011 Avaya Inc. All rights reserved. 12
- 13. Reciprocate Find your influencers and connect Find those 1% and reward Use smart tools! Dos 息 2011 Avaya Inc. All rights reserved. 13
- 14. Road to Success Engage an experienced professional Discover where you are Define your objectives Develop a plan Avaya has a global team of certified strategists and a proven methodology to support your business in reaching its social media goals 息 2011 Avaya Inc. All rights reserved. 14
- 15. Steps towards Social Engagement Readiness Current Discovery Opportunity: Does State & engaging in Social Media 2 Objectives 1 make sense for my company? Where are we going? How is Social Media going to help get us there? Listen Current Landscape: What is being said? Applicability, competition, Engage Who is saying it? 3 industry, competitive 4 Where is it being said? opportunity What does the information tell us and how can we achieve our objectives? Learn Plan to handle 5 scale with Integrate accuracy and 6 integrity Plug into Customer Care capabilities and insert Social with the rest of the Expand interaction points Integrated Social The operation is now Media with the ready for scale. Team is 7 customers Social Ready and capable engagement of expansion processes 息 2011 Avaya Inc. All rights reserved. 15
- 16. Who to contact? Christian Goffi Global Lead Social Media Strategic Consulting Avaya +1.786.331.0774 @christiangoffi cgoffi@avaya.com http://www.avaya.com/blogs/archives/author/christian-goffi/ Andrew Maher Managing Principal Strategic Consulting Avaya +49.69.7505.96121 @serviceplease20 amaher@avaya.com http://about.me/andrewmaher 息 2011 Avaya Inc. All rights reserved. 16
- 17. Publications German Social Media im Kundenservice Smart Service im Social Web Juni 2011, u.a. A. Maher http://slidesha.re/SM-im-Kundenservice Social Media and the Contact Center for Dummies 2010, Avaya Edition http://bit.ly/SMandCCforDummies 息 2011 Avaya Inc. All rights reserved. 17
- 18. And more information To learn more about the Avaya solutions and how it can add value to your business, or other award-winning solutions and Avaya Global Services, talk to your Avaya Account Manager or Authorized Business Partner. Also, visit us at www.avaya.com. For additional questions or support regarding this offer, please contact your Account Manager or Email us at APSOffers@avaya.com with subject line Social Media Manager Join us! 息 2011 Avaya Inc. All rights reserved. 18
- 19. Follow Avaya on these channels Avaya @avaya Avaya Deutschland @avaya_support Avaya LatAm @avaya_UK Avaya Brazil @avaya_D @avaya_FR @avaya_Canada http://www.youtube.com/avaya @avayaAPAC @avaya_Latam @avayasmallbiz http://www.linkedin.com/company/1494 @devconnect Over 100 other Avaya groups and related 息 2011 Avaya Inc. All rights reserved. 19