customer service new rules for a social media world

... pictures, video, and social media. Their new advertising campaign was born from social media and, byall accounts, has been incredibly successful.Understand: You will fail at social media at some point. ... <WoweBook.Com>ptg6 Customer Service: New Rules for a Social Media World Dear Jonathan,Consider this a PR guy’s attempt at good karma for a Sunday afternoon,when it’s snowing, and quite frankly, just too ... Rules for a Social Media World 8each email. Those ads currently sell for $1,500 a piece, and we’re normally sold outfour months in advance.All this because I listen to people.It’s all about customer...

... by MIT NEW CHAPTER FOR E-BOOKS Can Nokia Be Saved?The Data Surveillance StateCLOUDCOMPUTINGDecoding Social Media Stuck With Oil Sands Q& ;A: Google+ CreatorDiscovering ... scans 300 million public social- media comments daily for keywords associated with the video signals it has processed. The system seeks relevant comments that appear in the three hours before ... criteria. For comments about TV, Bluefi n seeks clues about the author’s gender and age. In this example (based on a real tweet but edited and anonymized), a female screen name,...

... company and whatyou can and can’t do for them.Practically speaking,you can’t operate under the assumptionthat the customer is always right. You can’t give each customer what he or she asks for. So, ... there are external paying customers. These are the peo-ple who pay to eat in a restaurant, pay for health care and legaladvice, or pay to stay in a hotel.Second, there are internal customers. ... can we come up with a phrase or two that realistically8Perfect Phrases for Customer Service bacal01.qxp 10/29/2004 3:58 PM Page 8Also available from McGraw-HillPerfect Phrases for Performance...

... Doesthatprospectmakeyoufeelnervous?Good,itshould.Soherearesomequestionstogetyoustartedinyourinvestigation:www.pr‐squared.com10Haveofficial rules ofengagement”re:bloggersbeendocumentedanddisseminated?Haveallmarketingemployeesreportingtocorporatemarketing(and/orto a businessunit)beeneducatedonthe rules ofengagement”re:externalblogs?Isthere a chancethatanyofthebusinessunitmarketinggroupshaveengagedin a paidorunpaidbloggerrelationscampaignalready?Ifanyofyourmarketingmanagershavepaidbloggerstowriteaboutourproducts/services,didtheyrequirepublicdisclosureoftherelationship?(Ifyoudigupunsettlinganswers,starttheprocessofdisclosinganypaidbloggerrelationshipsASAP.Youcanworryabout“whatwentwrong”later.)Bytheway,doyoutrulyalreadyhave rules ofengagement”whenitcomestooutreachtobloggers?Thetipsonthenextpagewillgetyoustarted.It’sintheformof a bookmark,soyoucanprintoutthepageandtake a scissortoit.AtSHIFT,thereis a laminatedversionofthisBloggerRelationsBookmarkoneveryemployee’sworkstation.Whatabout Social Media Releases?Idon’tsupposeIcouldwriteane‐bookabout Social Media Marketingwithoutmentioningmy“baby,”the Social Media Release(SMR).Whatis a Social Media Release,inessence? A Social Media Releaseconvertsthe100‐yearoldtext‐heavypressreleaseinto a blogpost,withallofthecoolfunctionsof a blog–includingmultimedia,theabilitytocommentandaggregateinboundlinks,etc.SMRscanpower a directconversationwithstakeholdersaboutyournews,andgivethemthecontentelementstocarryyourmessageforwardontheirown.Cool,right?Buthere’s a radicalsuggestion:don’tputany Social Media Releasesoutoverthenewswires.WhileIsincerelyapplaudhowfarthewireservices(BusinessWire,Marketwire,PRNewswire,etal.)haveprogressedinall‐things‐ social, Iamunconvincedthat“distribution”istheBigIssue for Social Media Releaseadoption.Thepowerofthe Social Media Releaseisnotaboutdistribution,it’saboutempowermentandconversation. ... whichmakesmethinkyoumightlikeTHIS.”www.pr‐squared.com0www.pr‐squared.com23SoIrecommendyouputout a well‐written“traditional”releaseoverthewires,with a built‐inlinktothe social media version”atthecompany’sonlinenewsroom.Thusyoucanbypassthewireservices’outsizedSMRfeeswithoutgivingupontheirdistributionplatform.Todothis,however,youfirstneedtocreate a Social Media Newsroom,using a bloggingengine.The social media versionof a pressrelease,postedto a social media newsroom,canallow for everythingfromrippablemultimedia(video,audio,graphics,etc.)tomoderatedcomments.Additionally,witheachnewsitempostedas a blogentry,youcanaggregateallconversationalelementsaboutthatnewsinonespot,viatrackbacksandother social media trackingtools.Thisapproachofferstheaddedbenefitsofbeing a lotlessexpensive;maintainingfullcontrolofbrandidentity;andturnsyournewsroom’s“version”ofthereleaseintothetrulyofficialversion.Withsomuchpotentialactivityhappeningaroundeachrelease,it’smorelikelythatanyonewhowritesaboutyournewsonlinewilllinkdirectlytothenewsroom,versuslinkingtotheheretofore“official”releasethatcomesfromtheprofessionalnewswires.ThisboostsSEO.(Infact,youmightalsoconsideranAdWordscampaigntodriveadditionalwebtrafficdirectlytoyourmostimportantnewsreleases.)Socializednews,socializedcontent.It’sjustsomuchmorefriendly!Needexamples?Hereare Social Media NewsroomsfromGeneralMotorsEurope,Cisco,Ford,Electrolux(andSHIFT)!www.pr‐squared.com12What’sitlooklikewhenyoudo a goodjobwithBloggerRelations?What’sthevalue?Herearesomegoodexamples:BloggerRelationsCaseStudy:MommybloggersJustwhenyouthinkthatmostagenciesarestartingto“get”BloggerRelations, a waveofbadexamplespop‐up.Luckily,manyconscientiousPRbloggershavehadthepatiencetoexplainbestpractices,andasanindustrywecanonlyhope for positivechange(and/orsomeforbearancefromjustifiablycrankybloggers).Meanwhile,weallcryout for casestudies,eh?Here’soneofours:Ourclient,TheNEATCompany,makes a handyportablescanner.Mostofourworkontheaccount,asyoumightexpect,hadbeenfocusedonbusinesspeopleand,specifically,roadwarriors.“Goto a businesslunch,thenscanthereceiptonthefrontseatofyourrentalcarbeforeyouleavetheparkinglot;buildyourexpensereportas‐you‐go.”Wegottonsofink for thisstraightforwardpitch.Butonereporterwhomwe’dbeentalkingtohappenedtoleaveherpostat a techieoutlettoMarthaStewartOmnimedia.Wonderofwonders,NEATreceived a joinhahigh‐profilehitwithMartStewart:whichpromptlycausedtheNEATscannertohit#1onAmazon.com,swampingthecompany’se‐commercesystem for a day.BetweentheMarthaStewartcoupand a fewsubsequent“lifestyle”hits,wequicklyfiguredoutthatthissleekli’lscannerwas a hitwithstay‐at‐homemotherswhoneededaneasywaytocapturetheirkids’drawings,theirhouseholdreceipts,familyrecipes,etc.Lo! A new marketwasborn.www.pr‐squared.com17• ... Eachrequest for the“nextintheseries”signalsadditionalmovementthroughthesalesfunnel,andcanbetrackedaccordingly(whichvideosworkbest?whichareresponsible for themostdrop‐offs?).www.pr‐squared.com1Hi.IthinkIknowwhyyou’rehere.Letmeguess?You’re a long‐timemarketer,andyouareherebecauseyou’veheard a lotofrumorsabout“that Social Media stuff”andwonderifit’stimetoexploreit for yourcompany?Or,you’realreadywayoutinfrontofthe Social Media wave.Youarehopingthatthise‐bookeitherhassomething new init for you,orisatleastgoodenoughtoforwardalongtoyourcuriouscorporatecolleagues?Maybewith a personalnotealongthelinesof,“Checkthisout…weshouldtalkaboutsomeofthepossibilities?”Yes,TraditionalMarketer,youshouldprobablybeexploring Social Media for yourcompany.Andyes, Social Media Smarty‐pants,theremaybesomechoicenuggetsinhere for you,andyoucandefinitelyforwardalongthise‐book.I’lltrynottoletyoudown.Mygoalistotouchonsomeofthefundamentalconceptsrelatedto Social Media, butin a tacticalwaythatwillhelpyougetyourhandsdirtyrightaway.Allinunder40pages.(Youprobablyjustskimallthose Social Media Marketingbooksanyway,right?Sowe’lljusthitthehighlights.)Beforewegetstarted:whoamI?MynameisToddDefren.Iam a bloggerand a principalat a PRagency,SHIFTCommunications.I’mcreditedwith“inventing”the Social Media NewsReleaseandthe Social Media Newsroom.AndSHIFTis a 100‐personagencythatworkswithtechclientslikeQuantumandwithconsumerbrandssuchasCanadianClubWhiskyandVirginMobile.AllofourclientsengageSHIFT for a hybridofPublicRelationsand Social Media Marketingdesignedtoengagethe media, theircustomersandprospects.Theytrustus.Youprobablycan,too.Ready?Let’sgo....

... japanesestrategists who once attached so much valuetoKorea can be indif-ferenttoits fate; airfields in adjacent Siberia and Manchuria offer justasmuchof a threattoJapanasany Korean airfields ... Chiang and a YangtseTVA,instead of pressing for a Communistcoalition,notonly would a historical balance have been foundtoJapanbut a historically pro-American power would have been placedonthoseftontiers ... outdated.TheStockholm Peace Appeal, capitalizing on thenatural revulsion against Hiroshima; the war in Korea, showing that nomortal dared unleash the A- bomb when retaliation was possible, andnowthe...

... cooperatewith people as capable partners, that are able to learnfrom natural human instruction and that are intuitive andengaging for people to interact with, but that are also able tosimultaneously ... left images of several image pairsof an image sequence perceived from a stationary binocularcamera head. Although the index values below each imageare not consecutive, all image pairs are processed. ... Mechanism for a Social RobotAntonio Jes´us Palomino, Rebeca Marfil, Juan Pedro Bandera, and Antonio BanderaGrupo ISIS, Departamento de Tecnolog´ a Electr´onica, E.T.S.I. Telecomunicaci´on,...

... xninstead of u and xn.ii If we take αn≡ 0, for all n ≥ 1, in 1.7, then 1.7 reduces to Mann iteration. In 2000,Kamimura and Takahashi 9 proved that if E is a Hilbert space and {βn} and ... pagesdoi:10.1155/2009/491583Research ArticleStrong Convergence of a New Iteration for a Finite Family of Accretive OperatorsLiang-Gen Hu and Jin-Ping WangDepartment of Mathematics, Ningbo University, Zhejiang 315211, ... uniquesolution of a variational inequality VI.Remark 3.8.i Corollary 3.7 describes strong convergence result in Banach spaces for a modifica-tion of Mann iteration scheme in contrast to the weak convergence...

... Shahram Sharif25Transportation examples of social media BlogsLocal bloggers are engaging the public about capital projects, service offerings and administrative issues Social NetworksCustomers ... commandments of social media  Facebook guidebook  Twitter guidebook How to manage your social media goals 10 musts for your social media policy26TwitterTransportation examples of social ... textCaltrain shares PSAs on YouTubeMetrolink, MTA, BART, among others, announce service alerts via TwitterWashington State DOT blog shares information on programs and activitiesTransbay...

... socialmediat oday.comhttp://socialmediatoday.com/dneisser/1092601/6-lessons -social- media- world- forum?utm_source=feedburner&utm_medium=email&utm_campaign =Social+ Media+ Today+(all+posts)6 ... From the Social Media World ForumIf you go to as many social media conferences as I do, sometimes it is difficult to separate thewheat from the chaff. At least t hat's the excuse I'm ... give for having my associate atRenegade, Merlin Ward share the six unique lessons he gleaned from the recent Social Media World Forum (SMWF) conference in New York City. 1. Pair Your Social wit...