Question

Topic: Social Media

Leveraging Social Media In 120 Days To Get Results

Posted by vasudev_kamath on 2/18/2013 at 8:45 AM ET 125 Points
Social networking is transforming the landscape of communications of organisations with customers, partners and employees.

We as a global telecommunications company are looking for some great ideas on use of Social networking for “improving productivity, customer satisfaction and revenue growth” for both employees as well as customers & the company.

The task force will then develop a plan in 120 days for using social networking as a business tool to improve productivity, customer satisfaction and revenue growth:
• The approach to this task force would be to start executing ideas as we develop the plan concurrently
• The plan will be then executed through the year
• The plan will include frameworks and techniques to measure business impact
•engagement of organisation for adoption of social networking initiatives which may require leadership and behavioral changes.
•leveraging experience gained in this social networking project to create a white paper for our customers and becoming the thought leader in the industry.

Any ideas & inputs on how to start & execute this project in 120 days whose end result/outcome using Social networking should result in “improving productivity, customer satisfaction and revenue growth” all of which should be measure able.

Thanking in advance for your creative inputs.

Best Regards,
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RESPONSES

  • Posted by Moriarty on 2/18/2013 at 1:16 PM Member
    This sounds like something your bosses have cooked up having read something about Social Media at the weekend.

    Your problem is how to implement an idea that is badly thought through and impractical. Plus you have the usual arbitrary deadline set so that your bosses know that people are "getting things done". On top of all that, they demand you measure the results of their poorly formed ideas. To add insult to injury, they want a whitepaper written that shows the world just how bad an idea this was.

    And if you don't perform, you get the boot, not them.

    Which does not help you one iota. Does it?

    So let's see if there is anything we can pick out of this Jenga pile without it all crashing down around our ears. The essential problem is that it is easy to think of these things as being the same, and it is easy to write them down on paper. That does not mean that they are as easy to do in reality, and this is one of the biggest problems in corporations today.

    In fact what you really need is not Social Media - but some highly-controlled channeling of communications. Otherwise it could all get dangerously out of control. That is to say, people might start saying things that are true about the company. Things that the management don't like being said about the company. Your problem is that it needs to look like Social Media, needs to look open. Well, you've got 120 days! Have fun.




  • Posted by Gary Bloomer on 2/18/2013 at 5:41 PM Member
    So, you need a four-month social media plan.

    I'll be happy to create a social media strategy for you.

    But not for free.
  • Posted by Jay Hamilton-Roth on 2/18/2013 at 6:31 PM Accepted
    I'd start by first gathering data, so you have a baseline to measure against.
    Next, I'd interview a sample of your audience to better understand their needs & perceptions.
    Afterwards, I'd conduct a series of small experiments to better gauge what messages & tools to use to best engage them.
    To be complete, you need to also measure what your competition is doing during the same time frame, since you're competing with their campaigns.
  • Posted by telemoxie on 2/19/2013 at 10:36 AM Member
    I'm curious, in addition to posting this question, what other research have you done? What books have you read? How many white papers, have you downloaded and read? Have you watched any YouTube video? Have you considered becoming a premium member of marketing profs and taking advantage of the library at information here? Are you participating in blogs? Who are you following on twitter?

    My suggestion is: spend 100 hours doing your own research, and then come back with some more specific issues and questions.
  • Posted by vasudev_kamath on 2/21/2013 at 11:31 AM Author
    Dear Jay & brooks, many thanks for your valuable inputs & the direction with those tips these were really useful & of great help to give a jump start.

    Best Regards,
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