Companies starting out in social media and those already dipping their toes in the waters can learn what they should and shouldn't do. 10 examples of the good and the bad are shown here. This is intended to be an introduction and not a lesson. Please feel free to comment here or reach out through the channels mentioned here for more information.

1. Social Media and Getting Started:
Some Do’s & Don’ts for Companies
Andrew Maher

2. Do you need to know these 10 things
before building a Social Presence?
Do’s Andrew Maher Don’ts
#avayasm
Picture source: editorsweblog.org

3. Presenting Today
Andrew Maher is a 20 year veteran of the
customer experience arena. For over 17
years he has been working with Avaya’s
clients across the globe.
He is an award winning leader in the area
of new media and its role within
enterprises and their interactions with
customers. When consulting with clients
Andrew describes himself as a B2B2C
focused, his concern is of his customer’s
customers. As a certified social media
strategist he is addressing the CxOs of
Fortune 100s to develop with them the
needs of this up and coming interaction
channel.
Andrew is based in Frankfurt, Germany.
He can most easily be found on Twitter
@serviceplease20 where he talks about
the Enterprise 2.0, Customer Service and
what a Social Business really is.
© 2011 Avaya Inc. All rights reserved. 3

4. Broadcast
 This is not traditional marketing
 You do not control the
conversation
 Learn the tools and styles of
social channels
Don’ts
© 2011 Avaya Inc. All rights reserved. 4

5. Listen & Explore
Visit Twitter & others Find your competition
Find your customers Try out some social tools
What they are talking What do your clients
about? expect
Capture their social
Do’s handles
© 2011 Avaya Inc. All rights reserved. 5

6. Rush it
 Just because you have a high
click rate, eyeballs think that will
translate into many “likes”.
 Building a community takes time
 Be consistent
Don’ts
© 2011 Avaya Inc. All rights reserved. 6

7. Engage
 Answer those who
are asking questions
 Provide useful
content
 Utilize key
stakeholders not just
interns
Do’s
© 2011 Avaya Inc. All rights reserved. 7

8. Build for yourself, by yourself
 It is not just about
you.
 This is about your
community
 Involve key
influencers both from
within and outside
the business
 Build it together
Don’ts
© 2011 Avaya Inc. All rights reserved. 8

9. Be prepared
 Missteps will happen
 Create guidelines for associates
 Plan, plan, plan
– Know where escalations need to go in
advance
Do’s
© 2011 Avaya Inc. All rights reserved. 9

10. Control it
 Conservations will occur
with or without you
 Cannot control the flow, but
know when to engage
 Have a plan
 Accept your weaknesses
Don’ts
© 2011 Avaya Inc. All rights reserved. 10

11. Be authentic
 Share – a lot!
 KISS
 Find your voice
Do’s
© 2011 Avaya Inc. All rights reserved. 11

12. Make it a tech project
 Social media is not about technology
 Nor is it a channel
 It has nothing to do with media
Don’ts
© 2011 Avaya Inc. All rights reserved. 12

13. Reciprocate
 Find your influencers and
connect
 Find those 1% and reward
 Use smart tools!
Do’s
© 2011 Avaya Inc. All rights reserved. 13

14. Road to Success
 Engage an experienced
professional
 Discover where you are
 Define your objectives
 Develop a plan
 Avaya has a global team of certified strategists and a
proven methodology to support your business in
reaching its social media goals
© 2011 Avaya Inc. All rights reserved. 14

15. Steps towards Social Engagement Readiness
Current
Discovery Opportunity: Does State &
engaging in Social Media 2
Objectives
1 make sense for my
company? Where are we going? How
is Social Media going to
help get us there?
Listen Current Landscape:
What is being said? Applicability, competition,
Engage
Who is saying it? 3 industry, competitive
4 Where is it being said? opportunity
What does the information
tell us and how can we
achieve our objectives?
Learn
Plan to handle
5 scale with Integrate
accuracy and
6
integrity
Plug into Customer Care
capabilities and insert
“Social” with the rest of the
Expand interaction points
Integrated Social The operation is now
Media with the ready for scale. Team is 7
customer’s Social Ready and capable
engagement of expansion
processes
© 2011 Avaya Inc. All rights reserved. 15

16. Who to contact?
Christian Goffi
Global Lead Social Media
Strategic Consulting
Avaya
+1.786.331.0774
@christiangoffi
cgoffi@avaya.com
http://www.avaya.com/blogs/archives/author/christian-goffi/
Andrew Maher
Managing Principal
Strategic Consulting
Avaya
+49.69.7505.96121
@serviceplease20
amaher@avaya.com
http://about.me/andrewmaher
© 2011 Avaya Inc. All rights reserved. 16

17. Publications
German
 Social Media im Kundenservice –
Smart Service im Social Web
– Juni 2011, u.a. A. Maher
– http://slidesha.re/SM-im-Kundenservice
 Social Media and the Contact Center
for Dummies
– 2010, Avaya Edition
– http://bit.ly/SMandCCforDummies
© 2011 Avaya Inc. All rights reserved. 17

18. And more information
 To learn more about the Avaya solutions and how it can
add value to your business, or other award-winning
solutions and Avaya Global Services, talk to your Avaya
Account Manager or Authorized Business Partner. Also,
visit us at www.avaya.com.
 For additional questions or support regarding this offer,
please contact your Account Manager or
 Email us at APSOffers@avaya.com with subject line
– “Social Media Manager ”
 Join us!
© 2011 Avaya Inc. All rights reserved. 18

19. Follow Avaya on these channels
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© 2011 Avaya Inc. All rights reserved. 19