Trumblog

The following is a live blog of a presentation by Kami Huyse and Anjuan Simmons on the impact, opportunities and best practices for management of social media in businesses.  The presentation and discussion took place on Sunday March 14, 2010 at South by Southwest.  The room where the presentation was held was packed and there was no amplification so it suffered from audio issues.  This caused some grumbling, but the discussion was excellent and ultimately was a success, much better than the previous day’s Does My Sh*t Talking Really Help Your Brand?

12:07:30 PM: 5C Model from @ Kamichat Customer Service, Crisis, Corporate Speak, Competition, Confidentiality

12:09:03 PM: Customer Service: track metrics of negative and positive conversation

12:09:49 PM: Crisis: get out there fast, right audience, speak the right language, speak in the right places

12:10:47 PM: Corporate Speak: Kevin Smith Southwest, communication all about policy, FAIL

12:12:09 PM: Competition: GoDaddy ads turned off users, competitors capitalized on hosting switchers

12:14:24 PM: ChatRoulette “you see a lot of junk, literally” @Anjuan

12:20:49 PM: Share of negative comments before SM 60%, after SM 20% negative

12:21:50 PM: In the session only 2 people know the % of positive vs negative social media comments for their company. Yike

12:22:57 PM: RT @dubelclique: Network Solutions stole 250 customers from GoDaddy after GD’s controversial superbowl ad.

12:23:39 PM: Key to change in negative comments on SM was employee engagement and resolving issues.

12:23:46 PM: RT @adriarichards: A single employee can create a business case to use social media for customer service. @netsolcares

12:24:10 PM: RT @adriarichards: The Twitter API can suggest if feedback is positive or negative via @kamichat

12:26:24 PM: Companies that have locked-in customers provide the worst customer service; AT&T, Comcast.

12:27:29 PM: If you do not have a Google search for “your_company sucks” do it now.

12:28:22 PM: RT @Frankmals: if you don’t use social media to witness your companies pain you will become a dinosaur (simmons)

12:28:26 PM: RT @rosseburdick: Provide positive alternatives rather than bashing the competition via Twitter.

12:29:30 PM: SM is not just a marketing campaign, it’s a cultural change @Kamichat

12:30:49 PM: SM needs to thru customer service because they can get something done. PR can’t. @Kamichat

12:33:24 PM: Most responders say SM is in marketing dept, not customer service or whole company. Fail?

12:34:59 PM: Cross discipline team is critical to responding well and getting things done.

12:36:09 PM: Society for New Communications Research

12:37:09 PM: Few companies have a social media policy, less have trained their employees on it.

12:38:42 PM: New Coke SM Policy: have to be trained and get a certificate

12:40:22 PM: Stepped SM policy 1. can mention you work for co, 2. can mention your role at co, 3 active participant 4. strategist

12:40:53 PM: RT @adriarichards: Need a kick ass Twitter wall to stream company tweets? Check out http://tweetwally.com

12:42:02 PM: Q: How do you impose SM policy on your CEO? A: Carefully

12:43:55 PM: Need a succession plan for your SM rock star. Ensure u have auxiliary people & the rock star shares the love.

12:47:04 PM: Need an @brandname & employee w/ co name in bio so if employee leaves equity not lost

12:49:27 PM: Mentioned Comcast as example, R they really “listening” RT @ComcastMelissa: is there something I can help you with?

12:49:54 PM: RT @adriarichards: Allow employees to bring your flavor to their personal social networks. Discover cross pollination

12:51:29 PM: Web ecology has sentiment analysis for celebrity deaths

12:54:31 PM: We’re all drinking the Social media cool-aid here, but beware the cool-aid has Everclear in it @kamichat

12:56:14 PM: & we all have jobs RT @SpringCreekGrp Net takeaway from #sxswdestroy Brands still have Q’s about SM customer service, policy and training

1:01:40 PM: A flowchart for SM action, ala Airforce is a good tarting point to get thoughts started.