Quick presentation I gave to about 20 members of SocialMedia.org in the context of how to set these things up in large enterprises.

1. AutodeskCare
Social Media Tone and Style
Jerome Pineau
social media strategist | Autodesk Customer Service and Support

2. social media tone and style
the pen
and the tweet
and the post
and the chat
and the video…
you are what you say…
© 2012 Autodesk 2 Customer Service & Support | Service by Design

3. social media tone and style
are all mightier than the sword
you are what you say…
© 2012 Autodesk 3 Customer Service & Support | Service by Design

4. factor in marketing and branding
bring them in early
understand their goals
align with brand identity
“There must be total alignment between the message of your
brand, between the product of your brand, between the
communication of the brand and your distribution. If any of
these are not in synch you will fail.”
marketing | branding | tone | voice
© 2012 Autodesk 4 Customer Service & Support | Service by Design

5. define the brand identity
efficient
high-tech
knowledgeable
approachable
empowered
connected
caring
meet AutodeskCare!
© 2012 Autodesk 5 Customer Service & Support | Service by Design

6. how to get started
align with marketing and brand
explain to get buy-in
identify target channels
consider cultural differences
adapt to your context if injecting
train and coach in groups
pick the right people (start small)
things to consider…
© 2012 Autodesk 6 Customer Service & Support | Service by Design

7. communicate the guidelines
rely on “core” communicators
coach by example, not audit
clear, transparent, simple docs
foster cross and peer-training
listen and monitor constantly
quickly celebrate/reward successes
governance | guidelines | coaching | listening
© 2012 Autodesk 7 Customer Service & Support | Service by Design

8. Hey, thanks for hanging out! 
© 2012 Autodesk 8 Customer Service & Support | Service by Design

9. Autodesk
© 2012 Autodesk 9 Customer Service & Support | Service by Design