Professional Documents
Culture Documents
Decoding Social
Decoding Social
Social networking Blogging Microblogging Photo-sharing Video-sharing By Tool We can look at social technologies through many lenses. Product design Sales and marketing Customer support Public relations Partner relations Employee relations
By Core Dynamic
Decoding Social
By Function
By Type of Organization
Collective Intelligence Ease of Understanding Community Collaboration Conversation Consumer Generated Content Visible Easy Ease of Implementing Difficult
Brands in India should use communities, social games and social contests to engage with joiners.
Conversatio Collectors + Joiners + Critics + nalists + Creators + Spectators Spectators Spectators Critics + Collectors + Conversatio Source: Monthly unique users in millions nalists
Creators + Spectators
Focus on Content
Focus on People
Dell Hell
Viral campaign against Dells unresponsive customer service, started by journalist Jeff Jarvis.
Source: http://buzzmachine.com/archives/cat_dell.html Disclosure: Dell is a 20:20 Media and 2020 Social client.
Challenges
Source: http://slideshare.net/Dell_Inc/blogwellcincinnati-april-7-3678335 Disclosure: Dell is a 20:20 Media and 2020 Social client.
Dell Go Green
Dell Go Green is a consumer generated content contest where consumers submit ideas to redesign, reuse of recycle gadgets to make them go green.
Source: http://dellgogreen.com Disclosure: Dell is a 20:20 Media and 2020 Social client.
Conversations
Your customers, partners and employees are talking about you, in public. Listen to them, reach out to them, engage them in a two-way conversation.
Yes! It rocks!
Direct2Dell Blog
One of the most celebrated corporate blogs. Posts about business, technology and consumer trends, corporate social responsibility and business unit announcements.
Source: http://en.community.dell.com/dellblogs/b/direct2dell Disclosure: Dell is a 20:20 Media and 2020 Social client.
Source: http://www.facebook.com/dellsocialmedia
Source: http://twitter.com/delloutlet
Collaboration
People can help solve each others problems, if we help them connect. Create rich profiles and reputation systems to encourage people to help each other.
Source: http://en.community.dell.com Disclosure: Dell is a 20:20 Media and 2020 Social client.
Community
Communities come together around a shared social object: a lifestyle, cause or interest. Build and nurture a community platform to host your customers, partners, employees, and evangelists.
Source: http://www.digitalnomads.com/ Disclosure: Dell is a 20:20 Media and 2020 Social client.
Source: http://takeyourownpath.com Disclosure: Dell is a 20:20 Media and 2020 Social client.
Collective Intelligence
Customers, employees and partners can give you new ideas and insights. Observe their behavior, ask for their ideas, recognize and reward them for their contribution.
Heres an idea!
Dell Ideastorm
User driven ideation community to listen to customers ideas on product improvement and new product development.
Source: http://ideastorm.com/ Disclosure: Dell is a 20:20 Media and 2020 Social client.
Source: http://thesocialworkplace.com/featured/1558/ Disclosure: Dell is a 20:20 Media and 2020 Social client.
Community policy
Developing guidelines for community members to participate on social platforms hosted by company Public community policy for each community
Role of Agency
Assigning roles to all stakeholders, including external agency
Challenges
Dells Approach
Hub and spoke model Central strategy team with subject matter experts
Source: http://slideshare.net/Dell_Inc/blogwellcincinnati-april-7-3678335 Disclosure: Dell is a 20:20 Media and 2020 Social client.
Source: http://www.slideshare.net/Dell_Inc/delloutreach-in-the-blogosphere Disclosure: Dell is a 20:20 Media and 2020 Social client.
http://www.dell.com/content/topics/global.aspx/policy /en/policy?c=us&l=en&s=gen&~section=019
http://en.community.dell.com/content/TOU.aspx
Step 1: Identify a brand message that represents the brand values Step 2: Produce a TV commercial to communicate the brand message Step 3: Buy ads to promote the message across channels Step 4: Repeat with a new TVC with a different creative twist on the brand message
Digital
In-Store
TV Commercial
Radio
Billboards
The old role of the campaign was to maximize reach and frequency of the brand message.
Time
Source: http://lovemarks.com
Step 1: Identify a big social object (lifestyle, interest or cause) that is connected with the brand values Step 2: Build an online community around the social object Step 3: Create a campaign to energize evangelists across channels Step 4: Repeat with a connected campaign around the same social object
Digital
In-Store
Community
Radio
Billboards
Content + Community + CRM Campaign 3 Campaign 2 Campaign 1 Attention The new role of the campaign is to recruit evangelists into the brandhosted community.
Time
Time
Source: http://youtube.com/watch?v=MNVxeBglwxo
Source: http://refresheverything.com
Source: http://youtube.com/watch?v=2fS39FitsoQ
Source: http://refresheverything.com
Source: http://refresheverything.com
Source: http://refresheverything.com
Source: http://pepsi.com
Source: http://facebook.com/refresheverything
Source: http://facebook.com/refresheverything
Source: http://facebook.com/refresheverything
Source: http://ussoccer.com/pepsirefresh
Source: http://refresheverything.com
Source: http://refresheverything.ca
Time
To
To
To
To
To
To
Sales
Identifying leads
Support
Identifying problems
Innovation
Identifying trends and ideas Acknowledgi ng ideas
Collaborati on
Profiles, groups and activity streams Shared workspaces
Insights
Response
Converting leads
Solving problems
Proactive
Referral campaigns
Suggestion campaigns
Suggestion campaigns
Crowdsourcing
Evangelist communities
Self-service communities
Ideation communities
1. Social media 2. Community 3. Community tools with CRM platforms with platforms with features CRM connectors CRM core Hootsuite Radian6 Buzzstream Social Public Many-to-many Emergent Jive Lithium ENgage Salesforce RightNow Helpstream
HootSuite
Provides workflow, analytics, for teams to manage multiple Twitter accounts and distribute messages across multiple networks. Other features are influence rating, custom URL for analytics, regional tracking.
Source: http://hootsuite.com/
CoTweet
Enable teams to monitor, manage, and triage conversations in Twitter, analyze keywords and trends, assign updates to team members and schedule responses
Source: http://cotweet.com
BuzzStream
Lightweight influencer relations tool targeted at SMEs and agencies. Keyword tracking, profiling, contact management, workflow management and conversation history.
Source: http://buzzstream.com/social-media
Source: http://vimeo.com/6163011
Radian6
Social media analytics tool targeted at agencies and enterprises. Keyword tracking, sentiment, analytics, profiling, workflow management. Integration with Saleforce CRM. Integration with Webtrends and Omniture web analytics.
Source: http://radian6.com/applications/sales-and-leadgeneration/
Source: http://radian6.com/applications/sales-and-leadgeneration/
Source: http://radian6.com/applications/sales-and-leadgeneration/
Source: http://radian6.com/applications/sales-and-leadgeneration/
Source: http://radian6.com/applications/customerservice-outreach/
Source: http://radian6.com/applications/customerservice-outreach/
Source: http://radian6.com/applications/customerservice-outreach/
Source: http://radian6.com/applications/customerservice-outreach/
Sysomos Heartbeat
Social media analytics tool targeted at agencies and enterprises. Keyword tracking, sentiment, analytics, profiling, workflow management. Integration with Saleforce CRM.
Source: http://sysomos.com/products/overview/heartbeat
Alterian SM2
Social media analytics tool targeted at agencies and enterprises. Keyword tracking, sentiment, analytics, profiling, workflow management. Integration with Alterian Dynamic Messenger and Alterian Content Manager.
Source: http://alterian-social-media.com/WhySM2/dynamic-messenger
Lithium
Full-featured enterprise social computing platform for large enterprises. Deep integration with Twitter, Omniture, Salesforce and Rightnow.
Source: http://lithium.com/what-we-offer/social-crmsuite
Lithium
Blogs, forums, idea, chat, mobile. Reputation system, tribal knowledge base, command center, content discovery, content syndication.
Source: http://lithium.com/what-we-offer/social-crmsuite
Source: http://youtube.com/watch?v=j1ozGiXSpI0
INgage ELAvate
Full-featured enterprise social computing platform for large enterprises and government agencies. Ideation, community, public comment, marketplace and mobile solutions. Deep analytics and Microsoft Dynamics CRM integration.
Source: http://ingagenetworks.com/services-elavateenterprise
Source: http://jivesoftware.com/solutions/marketengagement
Source: http://sonyericsson.com/se-dot/
Helpstream
Community platform focused on customer service. Social media monitoring. Ideas, Q&A and knowledge bases. Integration with Salesforce or Oracle CRM.
Source: http://www.helpstream.com/site_product/product.html
Attensity
Complete suite of customer experience applications for enterprises, driven by semantic text analysis. Partnerships with Lithium and Radian6.
Source: http://attensity.com
RightNow CRM
Full suite of social and community solutions integrated with SaaS-based CRM. Support, innovation and customer communities. Social media monitoring.
Source: http://rightnow.com/cx-suite-socialexperience.php
Source: http://salesforce.com/in/chatter/apps/
Source: http://salesforce.com/in/chatter/platform/
Source: http://mystarbucksidea.force.com/
Source: http://ideastorm.com
Source: http://crocsideas.force.com/
Apirio
Offers products and services that help firms using the Force.com platform to integrate their communities with Facebook, Amazon Web Services and Google Apps.
Source: http://appirio.com/products/CloudConnect_facebook.ph p
Source: http://apps.facebook.com/meetmark/home.do
SocialCRMTools
Salesforce application to manage contacts and conversations on Twitter, Facebook and LinkedIn.
Source: http://socialcrmtools.com/
GetSatisfaction
Off-domain customer-driven self-service platform integrates with Salesforce.
Source: http://getsatisfaction.com/uses/salesforce
In Summary
The Conversation Feedback Loop Social Media Analytics Solutions Listening Profiling Social Applications Sharing Connecting Collaboration Solutions Collaborating Co-creating Social Commerce Community & CRM Solutions Platforms Converting Supporting Energizing Retaining
Bazaarvoice SocialText SF Sales Cloud Chatter RightNow Accept Ideas SF Service Cloud Helpstream
4.3 Community Engagement 3.3 LinkedIn Integration 4.2 Content Creation 3.2 Twitter Integration
2.2 Forums
2.1 Blogs
1.1 Profiles 1.2 Relationships 1.3 Activity Streams 1.4 Reputation System 1.5 Search & Discovery #1 CORE
5.2 Sales & 3.8 Transaction Marketing Integration 3.9 Content 5.1 Customer Syndication Support #5 USE CASES
2.5 Ideas
#2 APPLICATIONS
Ask Us How
2020social.com | contact@2020social.com| @2020social
gaurav@2020social.com @gauravonomics kaushal@2020social.com @ksarda