
The Executive's Guide to Enterprise Social Media Strategy How Social Networks Are Radically Transforming Your Business
by Barlow, Mike; Thomas, David B.-
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Summary
Author Biography
DAVID B. THOMAS is Executive Director at New Marketing Labs, a new media marketing agency. Before joining NML, he was social media manager at SAS, where he led the company's global social media strategy. A marketer and communicator with more than twenty years' experience, Dave blogs at dbthomas.com.
MIKE BARLOW is an award-winning journalist and author. He is Managing Partner at Cumulus Partners (cumuluspartners.com), a marketing communications strategy consulting firm specializing in original content development and content-based marketing.
Table of Contents
Foreword | p. xiii |
Preface | p. xv |
Acknowledgments | p. xvii |
Introduction | p. 1 |
Country Village or Gleaming City? | p. 2 |
Beyond Disruptive | p. 4 |
Step Aside, Fred Taylor... | p. 6 |
Social Media or What? | p. 6 |
Why Now? | p. 7 |
So, What's the Best Way to Skin a Mastodon? | p. 8 |
Questions You Should Be Prepared to Answer | p. 10 |
Critical Areas for Success | p. 12 |
The Grand Scheme of Things | p. 15 |
Speed, Scope, Complexity, Power, and Potential | p. 17 |
They Laughed at the Wright Brothers | p. 19 |
A World of New Challenges and Opportunities | p. 21 |
Getting a Firm Grasp on a Viral Phenomenon | p. 21 |
What's the Hurry? | p. 22 |
Too Newfangled for You? | p. 22 |
A Very Cool Scenario | p. 23 |
Step Up and Meet the Millennial Generation | p. 26 |
Just What You Needed: Another "Convergence" | p. 27 |
The New Mode of Production | p. 29 |
Social Media, Teamwork, and Collaboration | p. 29 |
Mapping Social Media to Results | p. 33 |
Accelerating Product Development | p. 35 |
Driving Knowledge into and across the Organization | p. 37 |
Crowd Sourcing... | p. 38 |
We're All Hackers Now | p. 41 |
The Social Enterprise | p. 43 |
Forget Murphy's Law | p. 43 |
More Important Than Money! | p. 44 |
The Social Workforce | p. 46 |
Collaboration is the New Efficiency | p. 47 |
Social HR | p. 48 |
First Impressions Count | p. 49 |
The Train Is Leaving the Station | p. 51 |
The New Social Dimension | p. 52 |
Social CRM | p. 53 |
Social Leadership | p. 55 |
Making It Stick | p. 57 |
Legal Niceties | p. 62 |
High Speeds Need Seat Belts | p. 63 |
Take the Time to Write It Down | p. 65 |
Building a Structure for Success | p. 67 |
Get Everybody Together in the same Room | p. 69 |
Invite the Practitioners, Not Just the Rulemakers | p. 70 |
Figure Out What's Important | p. 71 |
What Are Your Existing Goals? | p. 72 |
What Makes Sense in Your Industry? | p. 73 |
What Makes Sense in Your Company? | p. 73 |
How Can You Figure Out What Will Work for You? | p. 74 |
Creating Social Media Guidelines | p. 75 |
Be Clear and Concise | p. 76 |
Guiding Principles for Social Media at SAS | p. 76 |
Include Dos as Well as Don'ts | p. 77 |
Include Examples | p. 78 |
Communicate as Often as Possible, in Every Channel You Have | p. 79 |
Spotlight Successes | p. 80 |
Lead by Example | p. 81 |
Staffing and Structuring | p. 83 |
Where Does it Live? | p. 85 |
Hire or Designate? | p. 86 |
How Do You Structure for Social Media? | p. 87 |
How One Organization Pulls It Together | p. 89 |
Outsourcing the Roles | p. 90 |
Listening, Measurement, Analytics, and ROI | p. 93 |
A Simple Listening Framework | p. 94 |
First, a Word from the Measurement Queen | p. 95 |
"Listen, Yes. But Think Bigger." | p. 96 |
The Five Kinds of Listening | p. 98 |
What Is Social Media Analytics? | p. 101 |
CareOne's Measurement Model | p. 104 |
Not a Simple Formula, but a Formula Nonetheless | p. 106 |
The Keys to Success in Social Media | p. 113 |
It's Difficult in Its Simplicity | p. 113 |
Finding the Time to Do it | p. 115 |
A Simple Model | p. 116 |
Using All Your Channels | p. 117 |
Nine Easy Ways to Write a Blog Post | p. 118 |
Putting Your Social Media Strategy to Work | p. 121 |
Marketing | p. 123 |
From Strollers to Sharpies | p. 125 |
From the Nursery to the Kitchen | p. 128 |
Sharpie, Meet Lamborghini | p. 129 |
Bert's Advice | p. 130 |
Social Media for B2B | p. 133 |
B2B and Phonebooth-to-B | p. 135 |
Taking an Integrated Approach at Cisco | p. 137 |
Public Relations | p. 141 |
The Old Model of PR | p. 142 |
The New Model of PR | p. 143 |
Social Media PR at Mayo Clinic | p. 144 |
Social Media in a Crisis | p. 146 |
Greenpeace versus Nestlé | p. 147 |
The Power of Parody | p. 148 |
Sales | p. 153 |
Turning Twitter Connections into Sales Leads | p. 158 |
A Debt of Gratitude | p. 159 |
The Voice of the Customer | p. 163 |
Customer Service | p. 163 |
Comcast Cares | p. 164 |
Nothing Is Certain but Twitter and Taxes | p. 165 |
Product Development | p. 168 |
The Phone Is Ringing | p. 170 |
Internal Communications | p. 173 |
The "Virtual Water Cooler" | p. 175 |
Social Media and Internal Communications at SAS | p. 176 |
Appendix: Intuit Social Communications Policy | p. 179 |
Additional Resources | p. 187 |
Recommended Reading | p. 191 |
About the Authors | p. 193 |
Index | p. 195 |
Table of Contents provided by Ingram. All Rights Reserved. |
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