Part Five: Training and ‘Best practice’

Part Five: Training and ‘Best practice’

Social media”best practices” change constantly. And to expect that the entire organisation will be equipped with the knowledge to appropriately participate would be, in most cases, incorrect.  Companies must assess the”must dos” to share with employees such as compliance and ethical considerations, and they also, increasingly, need to keep employees inspired by refreshing them with new ideas and best practices in the social space. Train for social media eti

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Part Four: Organising Social Support Teams

Part Four: Organising Social Support Teams

One of the biggest challenges for many companies is properly organizing teams to engage in social media beyond one department. Moving beyond one team who coordinates all social activity can get messy, fast. There is no one, single way to properly organize company activity in social. Rather, this should be personalised by taking into account the people, business goals and levels of activity and responsibility of different business units. Start by thinking through pre

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Part Three: Identifying and Embracing Advocates & Influencers in your social network

Part Three: Identifying and Embracing Advocates & Influencers in your social network

Big companies are increasingly building big networks. Each person is important, treating them with respect and delivering positive experiences should be a fundamental part of your initiatives. But undoubtedly, there will be a smaller group of people who are advocating on your behalf and have the potential to reach more people in sharing your messages. Brand advocacy is not a new concept. But social media advocacy is a new and growing area of opportunity for brands.

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Part Two: Accessing and analysing relationship history of your customers

Part Two: Accessing and analysing relationship history of your customers

Larger networks and wider company participation in social media helps you reach more people and create a bigger social platform and will generate more business opportunities. It also means it’s more important to have context around the relationship with social customers. How will different team members know what has been said to a certain person on Twitter over the course of long periods of time? Should the Marketing team know that a certain member of your networ

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Part One: Understanding your social customer and how they behave with your brand

Part One: Understanding your social customer and how they behave with your brand

The behaviour of those you want to be in your network, provides the key to how you can better connect with them.  For most companies, sharing content becomes all about them and won’t help you create meaningful connections that lead to engagement and relationship building. Keeping a pulse on the social conversations and actions of your audience can help inform whether or not your company is actually important to them, as well as help drive your social initiatives.

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