Built on experience, Dell Social Media Services are for customers across many industries, including Fortune 500, public and education, non-profit and healthcare. They’re also relevant for those just starting out or for those who are further along in their journey and looking to scale their efforts. The suite of offers ranges from listening and insights to best practice seminars and from advisory services to command center build-outs. For more information, visit http://dell.to/11Dpylk.
Tutor version slides eminar 2 the nature of knowingmoduledesign
This document summarizes a seminar on applying knowledge management principles at the World Bank. The seminar covered:
1. Learning outcomes which included advising on knowledge management activities, applying principles and appreciating strategic use of knowledge.
2. A reading assignment and discussion questions about interventions to further the World Bank's knowledge management activities and use knowledge to aid developing country clients.
3. The tutor's inputs which suggested potential interventions like developing an online database, encouraging thematic groups to focus on problems, and examining processes to improve service and encourage innovation. The tutor also discussed applying knowledge centrally to the World Bank's core business.
Comm. 450 - Advertising & Brand Communication Management
CSUF Spring 2017
Final Project
The purpose of this team project was to apply the knowledge we had acquired and implement it to a real brand. The audit consists of four sections: 1) Background 2) Brand Inventory 3) Brand Exploratory, and 4) Strategic Recommendations.
Integrated Marketing Communications Plan- Good Year Tires UKpiyushapilania
The UK car tyre market is valued at £2.8 billion annually and is expected to grow modestly over the next few years. Key drivers include the aging vehicle population and increasing tyre prices. However, used/refurbished tyres and longer-lasting new tyres are restraining growth. The industry is shifting online but independent garages remain the main sales channel. All-season tyres are gaining popularity over separate summer and winter tyres due to unpredictable UK weather and branding support. Goodyear seeks to capitalize on this trend through an IMC campaign promoting its high-performance Vector 4Seasons Gen 2 all-season tyre.
How Dell is Using Social Media to Deepen Relationships and Build TrustDell Social Media
Dell has been using social media since 2006 to deepen customer relationships and build trust. They began by responding to technical support issues on blogs, and have since expanded their social presence across multiple platforms. Dell listens to customer conversations to understand needs and improve their business. They host events and discussions with influencers to get feedback. IdeaStorm allows customers to submit product ideas, with over 500 being implemented. Dell's social media outreach team addresses customer posts to achieve high resolution and satisfaction rates. They also post thank you videos for customers that help evangelize the brand. Dell provides social media training to empower employees to connect with customers online.
How Dell is using social media to deepen customer relationships and build trustLiz Bullock
Liz Brown Bullock, Director of Social Media and Community, Dell, presents how Dell has used social media to build trust and deepen customer relationships by listening, engaging and acting. Presentation at Marketing Science Institute Board of Trustees Meeting April 2013 with the topic, Building Trust in a Digital Age.
Dell's mission is to be the most successful computer company in delivering the best customer experience. Its vision is to understand customer and technology needs. Dell uses a direct sales model and just-in-time manufacturing to offer customizable computers at low prices. It focuses on consumer, business, government, and enterprise segments. Dell engages in social media, advertising, and community initiatives for branding and promotion.
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Presentation of how Dell’s Social Media listening tools have helped e.g. American Red Cross in times of disaster, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Tutor version slides eminar 2 the nature of knowingmoduledesign
This document summarizes a seminar on applying knowledge management principles at the World Bank. The seminar covered:
1. Learning outcomes which included advising on knowledge management activities, applying principles and appreciating strategic use of knowledge.
2. A reading assignment and discussion questions about interventions to further the World Bank's knowledge management activities and use knowledge to aid developing country clients.
3. The tutor's inputs which suggested potential interventions like developing an online database, encouraging thematic groups to focus on problems, and examining processes to improve service and encourage innovation. The tutor also discussed applying knowledge centrally to the World Bank's core business.
Comm. 450 - Advertising & Brand Communication Management
CSUF Spring 2017
Final Project
The purpose of this team project was to apply the knowledge we had acquired and implement it to a real brand. The audit consists of four sections: 1) Background 2) Brand Inventory 3) Brand Exploratory, and 4) Strategic Recommendations.
Integrated Marketing Communications Plan- Good Year Tires UKpiyushapilania
The UK car tyre market is valued at £2.8 billion annually and is expected to grow modestly over the next few years. Key drivers include the aging vehicle population and increasing tyre prices. However, used/refurbished tyres and longer-lasting new tyres are restraining growth. The industry is shifting online but independent garages remain the main sales channel. All-season tyres are gaining popularity over separate summer and winter tyres due to unpredictable UK weather and branding support. Goodyear seeks to capitalize on this trend through an IMC campaign promoting its high-performance Vector 4Seasons Gen 2 all-season tyre.
How Dell is Using Social Media to Deepen Relationships and Build TrustDell Social Media
Dell has been using social media since 2006 to deepen customer relationships and build trust. They began by responding to technical support issues on blogs, and have since expanded their social presence across multiple platforms. Dell listens to customer conversations to understand needs and improve their business. They host events and discussions with influencers to get feedback. IdeaStorm allows customers to submit product ideas, with over 500 being implemented. Dell's social media outreach team addresses customer posts to achieve high resolution and satisfaction rates. They also post thank you videos for customers that help evangelize the brand. Dell provides social media training to empower employees to connect with customers online.
How Dell is using social media to deepen customer relationships and build trustLiz Bullock
Liz Brown Bullock, Director of Social Media and Community, Dell, presents how Dell has used social media to build trust and deepen customer relationships by listening, engaging and acting. Presentation at Marketing Science Institute Board of Trustees Meeting April 2013 with the topic, Building Trust in a Digital Age.
Dell's mission is to be the most successful computer company in delivering the best customer experience. Its vision is to understand customer and technology needs. Dell uses a direct sales model and just-in-time manufacturing to offer customizable computers at low prices. It focuses on consumer, business, government, and enterprise segments. Dell engages in social media, advertising, and community initiatives for branding and promotion.
Embedding Social Media to Become a Better Business via TrainingDell Social Media
Liz Brown Bullock’s presentation to Marketing Science Institute on the importance of integrating social media within an organization through training your employees. Training is critical for both risk mitigation and empowering employees to be brand ambassadors. Liz drew on her experience of launching Dell’s Social Media and Community University and shares her insights on activating employees company wide.
Presentation of how Dell’s Social Media listening tools have helped e.g. American Red Cross in times of disaster, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
The document provides guidance on getting an organization operationally ready for the implementation and deployment of Adobe Social. It covers key areas of leadership, strategy, people, process, and technology/product. The strategy section includes assessing organizational maturity for social media marketing across dimensions like strategy, governance, presence, community engagement, content, data collection, data analysis, and relationship management. It provides best practices and recommendations to help readers drive maximum value from their Adobe technology investments.
Dell social media case study #smu2 the power of crowdsourcingDell Social Media
Dell's James Gibb shares a case study on Dell's Social Media at #SMU2. The theme of the day is the power of crowd-sourcing. You can connect with James on Twitter @JamesGatDell
Presentation on the impact of Social Media on Crisis Communication, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Dell is a Fortune 500 company that was founded in 1984 by Michael Dell. It started from his dorm room at the University of Texas and grew to become the third largest PC vendor in the world. Dell deals directly with customers and offers over 1.6 million possible product configurations. It has a global supply chain and major suppliers include Microsoft, Intel, Nvidia and Sony. Dell's organizational structure is divided into three geographic segments and it derives the majority of its revenue from mobility, desktop PCs, and services. A SWOT analysis identifies Dell's strengths in direct sales and branding, weaknesses in supply chain management, opportunities in new markets, and threats from competition.
Social Media Case Study: Change The Name by FastrackSocial Samosa
The document summarizes a digital marketing campaign launched by Fastrack to recruit 10 million new fans to their Facebook page within 40 days. The campaign challenged fans to propose an alternative name for the brand, with the promise that Fastrack would change its official name if the fan target was met. People were asked to like the Fastrack Facebook page and submit their name proposal. Through promotion on Facebook and Twitter, over 1,000 alternative names were submitted and the target of 1 million new Facebook fans was achieved within the first 40 days, making the campaign a success.
Adam Brown, Head of Interactive Marketing, Dell at Social Media InfluenceSustainly
Adam Brown's presentation to the Social Media Influence conference on the importance of integrating social media within an organisation and of getting executive level buy-in for social media strategy. Adam drew on his experience at Coke and Dell in sharing his thoughts on "Winning in the Social Media Space"
View video of Adam's presentation on the video page of www.socialmediainfluence.com
Follow us on Twitter @socialinfluence
Social Media Governance, Tools and Employee CertificationDell Social Media
Presentation on Dell’s experience with employee training, governance and tools, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Social Media Case Study: HT No TV Day Twitter ContestSocial Samosa
Hindustan Times ran a social media campaign called "No TV Day" to encourage people to spend less time watching TV. They used the hashtags #onnotvdayiwill and #htnotvday for pre-launch and launch Twitter contests. Participants were asked what they would do instead of watching TV or how they celebrated No TV Day. The campaign was very successful, with the hashtags trending worldwide and in India for several days. Over 24,000 tweets were generated about the campaign.
Presenting a case study on how IntelliAssist used social media and other digital platforms to promote Rev0lver Rani, a Bollywood film starring Kangana Ranaut and Vir Das. Ten unique campaigns were rolled out on Facebook and Twitter to foster conversations and active engagements. Additionally, audience gratification via contests helped in spreading positive WoM. Seeding content and advertising on prominent websites further increased visibility of the film.
Your feedback is welcome on sales@intelliassist.in
A short presentation of the benefits of integrating video into your inbound marketing strategy.
Created by Rebecca Corliss (@repcor) for the DMAW's Social Media Day on November 5.
Online Marketing Strategy for Real Estate AgentsBrad Carroll
Presentation from RE/MAX Trading Secrets Tour in Gatineau, Quebec.
Shows you step by step how real estate agents can create a profitable online marketing strategy using social media tools such as Facebook, Twitter, YouTube and more.
Developing online marketing strategy to the Rural Sector. NZ 2010Brent Williams
Presentation, given at the 2010 'Marketing to the Rural Sector Conf.' in Auckland, NZ. Covers using inbound marketing, to develop online strategy for engagement of Farmers.
Social Media & Powering_the_Possible_DellAnja Monrad
How can Social Media help Powering the Possible? Presentation of how Dells Social Media listening expertise helped American Red Cross prepare for times of disaster.
Social computing has the potential to be much more than just web 2.0 for business. It shifts value from ownership and institutions to experience and communities. Social computing empowers individuals through one-to-many and many-to-many connections. When adopted, it can increase productivity, engagement, collaboration and knowledge sharing among employees. Companies should embrace social computing by understanding individuals' needs, nurturing enthusiasts, and allowing participation to drive critical mass in communities.
Dell has a long history of social media engagement that began in 2006. Social media is now embedded throughout the company and influences product development, marketing, online presence, sales, customer service, and communications. Dell's Social Media Listening Command Center monitors over 25,000 posts per day. Customers provide critical feedback that Dell uses to improve products, services, and the customer experience. Dell also hosts Community Advisory Panel events and provides social media training to empower employees.
Social media allows for conversations online between customers and is powered by information sharing, networking, photos, videos, and live streaming. It represents a fundamental shift from interruptive marketing to a dialog model where marketers can participate in conversations with customers. With over 400 million online social community users and the average person exposed to 3,000 ad messages daily but only trusting recommendations from friends, social media offers a way to connect through people, technology, and economics. Small businesses are increasingly using social media to attract new customers and improve their online presence. Street Level Studio can help companies examine customers, goals, and develop a unique social media strategy.
Introduction to New Media and Industry trends in IndiaSantosh K Patra
Disclaimer: this presentation is a part of the class room teaching of Introduction to new media and all right reserved with the author. No part of the presentation can be copied or reproduced without the permission of the author. Contact: santosh@micamail.in
An overview of what social media is, what the impact of social media and what the impact is of social media on Enterprises.
These slides are part of a guest lecture for Hogeschool Zuyd (Sittard, NL), therefore I added also some slides on how students can use social media.
The document provides guidance on getting an organization operationally ready for the implementation and deployment of Adobe Social. It covers key areas of leadership, strategy, people, process, and technology/product. The strategy section includes assessing organizational maturity for social media marketing across dimensions like strategy, governance, presence, community engagement, content, data collection, data analysis, and relationship management. It provides best practices and recommendations to help readers drive maximum value from their Adobe technology investments.
Dell social media case study #smu2 the power of crowdsourcingDell Social Media
Dell's James Gibb shares a case study on Dell's Social Media at #SMU2. The theme of the day is the power of crowd-sourcing. You can connect with James on Twitter @JamesGatDell
Presentation on the impact of Social Media on Crisis Communication, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Dell is a Fortune 500 company that was founded in 1984 by Michael Dell. It started from his dorm room at the University of Texas and grew to become the third largest PC vendor in the world. Dell deals directly with customers and offers over 1.6 million possible product configurations. It has a global supply chain and major suppliers include Microsoft, Intel, Nvidia and Sony. Dell's organizational structure is divided into three geographic segments and it derives the majority of its revenue from mobility, desktop PCs, and services. A SWOT analysis identifies Dell's strengths in direct sales and branding, weaknesses in supply chain management, opportunities in new markets, and threats from competition.
Social Media Case Study: Change The Name by FastrackSocial Samosa
The document summarizes a digital marketing campaign launched by Fastrack to recruit 10 million new fans to their Facebook page within 40 days. The campaign challenged fans to propose an alternative name for the brand, with the promise that Fastrack would change its official name if the fan target was met. People were asked to like the Fastrack Facebook page and submit their name proposal. Through promotion on Facebook and Twitter, over 1,000 alternative names were submitted and the target of 1 million new Facebook fans was achieved within the first 40 days, making the campaign a success.
Adam Brown, Head of Interactive Marketing, Dell at Social Media InfluenceSustainly
Adam Brown's presentation to the Social Media Influence conference on the importance of integrating social media within an organisation and of getting executive level buy-in for social media strategy. Adam drew on his experience at Coke and Dell in sharing his thoughts on "Winning in the Social Media Space"
View video of Adam's presentation on the video page of www.socialmediainfluence.com
Follow us on Twitter @socialinfluence
Social Media Governance, Tools and Employee CertificationDell Social Media
Presentation on Dell’s experience with employee training, governance and tools, at Social Media Week Copenhagen, February 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Social Media Case Study: HT No TV Day Twitter ContestSocial Samosa
Hindustan Times ran a social media campaign called "No TV Day" to encourage people to spend less time watching TV. They used the hashtags #onnotvdayiwill and #htnotvday for pre-launch and launch Twitter contests. Participants were asked what they would do instead of watching TV or how they celebrated No TV Day. The campaign was very successful, with the hashtags trending worldwide and in India for several days. Over 24,000 tweets were generated about the campaign.
Presenting a case study on how IntelliAssist used social media and other digital platforms to promote Rev0lver Rani, a Bollywood film starring Kangana Ranaut and Vir Das. Ten unique campaigns were rolled out on Facebook and Twitter to foster conversations and active engagements. Additionally, audience gratification via contests helped in spreading positive WoM. Seeding content and advertising on prominent websites further increased visibility of the film.
Your feedback is welcome on sales@intelliassist.in
A short presentation of the benefits of integrating video into your inbound marketing strategy.
Created by Rebecca Corliss (@repcor) for the DMAW's Social Media Day on November 5.
Online Marketing Strategy for Real Estate AgentsBrad Carroll
Presentation from RE/MAX Trading Secrets Tour in Gatineau, Quebec.
Shows you step by step how real estate agents can create a profitable online marketing strategy using social media tools such as Facebook, Twitter, YouTube and more.
Developing online marketing strategy to the Rural Sector. NZ 2010Brent Williams
Presentation, given at the 2010 'Marketing to the Rural Sector Conf.' in Auckland, NZ. Covers using inbound marketing, to develop online strategy for engagement of Farmers.
Social Media & Powering_the_Possible_DellAnja Monrad
How can Social Media help Powering the Possible? Presentation of how Dells Social Media listening expertise helped American Red Cross prepare for times of disaster.
Social computing has the potential to be much more than just web 2.0 for business. It shifts value from ownership and institutions to experience and communities. Social computing empowers individuals through one-to-many and many-to-many connections. When adopted, it can increase productivity, engagement, collaboration and knowledge sharing among employees. Companies should embrace social computing by understanding individuals' needs, nurturing enthusiasts, and allowing participation to drive critical mass in communities.
Dell has a long history of social media engagement that began in 2006. Social media is now embedded throughout the company and influences product development, marketing, online presence, sales, customer service, and communications. Dell's Social Media Listening Command Center monitors over 25,000 posts per day. Customers provide critical feedback that Dell uses to improve products, services, and the customer experience. Dell also hosts Community Advisory Panel events and provides social media training to empower employees.
Social media allows for conversations online between customers and is powered by information sharing, networking, photos, videos, and live streaming. It represents a fundamental shift from interruptive marketing to a dialog model where marketers can participate in conversations with customers. With over 400 million online social community users and the average person exposed to 3,000 ad messages daily but only trusting recommendations from friends, social media offers a way to connect through people, technology, and economics. Small businesses are increasingly using social media to attract new customers and improve their online presence. Street Level Studio can help companies examine customers, goals, and develop a unique social media strategy.
Introduction to New Media and Industry trends in IndiaSantosh K Patra
Disclaimer: this presentation is a part of the class room teaching of Introduction to new media and all right reserved with the author. No part of the presentation can be copied or reproduced without the permission of the author. Contact: santosh@micamail.in
An overview of what social media is, what the impact of social media and what the impact is of social media on Enterprises.
These slides are part of a guest lecture for Hogeschool Zuyd (Sittard, NL), therefore I added also some slides on how students can use social media.
Presentation to group of Local Authority Communications Officers on the Potential for Social Media in Local Government. The Wave is coming, we will be judged on how we react to it..
Introduction to social media from B2B perspective. Delivered at a customer workshop for a global B2B client.
External utilization part done and presented by Marko Sykkö from Promener / Tehostamo Consulting.
This document discusses the use of social media by business-to-business (B2B) companies. It introduces Harri Lakkala and Marko Sykkö, who have experience implementing social media at Nokia. It outlines trends showing high social media usage by consumers and B2B buyers. Examples demonstrate how companies use social media for marketing, customer service, thought leadership, communications, recruiting and more. The document also discusses using social media internally for collaboration, communications and engaging employees. It provides advice on getting started with social media and creating a social media strategy.
This document summarizes Enterprise 2.0, which refers to the use of social media, cloud computing, and mobile technologies by organizations. It discusses how these tools allow for increased collaboration, communication, and knowledge sharing within and outside organizations. While offering opportunities, Enterprise 2.0 also presents risks that must be managed through training and governance policies. The document provides examples of how different business functions can utilize Enterprise 2.0 and stresses the importance of monitoring and analytics to understand impacts and inform strategies.
The document discusses introducing social media and cloud-based tools to organizations. It begins with an introduction and outlines the agenda which includes introductions, learning about social media and the cloud, planning social media use, and demonstrating tools like SurveyMonkey, MailChimp, and Eventbrite. It then provides information on social media trends, the benefits of social media for organizations, and examples of how tools can help with tasks like finding out information, letting people know about events, and running events. The document concludes with discussing other useful online tools and ways to measure social media success.
The document discusses how social media has changed marketing, especially for B2B companies. It notes that consumers are now more emotional and social media has allowed them to easily share opinions. It also discusses how businesses must change to focus on conversations with interconnected customers using various social media tools. The key is for companies to listen to customers and learn how social media impacts their industry.
The document discusses using social media, such as Facebook, Twitter, YouTube and LinkedIn, to connect with clients and deliver services online through self-help solutions, smart assistants, online assessments, live chat and mobile apps. It addresses why social media is needed, what goals organizations should set, which tools may help meet those goals, and barriers to using social media, such as skills, capacity and including the digitally excluded.
Jan 26 2011 gta rewards breakfast web 2 0 and hrCathy McKnight
Building an HR Social Media Strategy focuses on harnessing social media tools--social networks, blogs and wikis--for use in recruiting, employee engagement, training and corporate culture building. During this breakfast session we will review and discuss what social media tools are out there and how they can be used in recruiting, employee engagement, training and corporate culture building, as well as examine case studies and examples of internal social media success stories.
An overview of social media for the Eugene Chamber's Women Business Leaders group - including how to maximize your reach on the social Web by partnering with Citizen Marketers.
This document provides tips for getting started with social media. It recommends signing up for key social media platforms like Facebook, LinkedIn, and Twitter. It suggests creating a profile with a photo, bio, and following or inviting others. The document advises creating at least one post per day for three days to begin engaging and provides useful links and accounts to follow on Twitter. The overall summary is this document gives guidelines for beginning to use social media by setting up accounts and profiles and starting to engage and connect with others.
This document discusses social media in business. It defines social media as tools that allow sharing of information and creation of online communities. It outlines the history and evolution of social media from the 1970s to today. It discusses internal and external social media platforms and how businesses can use social media for communication, marketing and collaboration. The document also covers infrastructure requirements, pros and cons, facts and statistics about social media usage. It concludes with an offer to demonstrate social media platforms.
The introduction slides to the CPD Programme entitled 'Web 2.0. The Times They Are a Changing' by Jim Hamill from Strathclyde University. They present a brief overview and introduction to Web 2.0 and Social Media.
More information about this program on the page:
http://www.strath.ac.uk/business/cee/cpd/web2
This document provides an overview of social media and how businesses can utilize it. It defines social media and discusses popular tools like YouTube, Facebook, LinkedIn, and Twitter. It provides statistics on social media usage and discusses how businesses can use it for purposes like PR, customer service, and talent attraction. The document recommends that businesses define their social media strategy and start by listening, engaging in conversations, and promoting their brand on these platforms. It also lists additional resources for learning more about using social media.
5 Social Media Tips For PR Pros - Social Media and the New PR World OrderDell Social Media
Social media has changed the PR game. Not only does social media break news, but it is increasingly becoming a go-to resource for journalistic research. In this presentation, Dell’s Carly Tatum discusses tips to approaching public relations on the social stage.
LinkedIn is ideal for marketers to reach influencers, build relationships and reach prospects. You can find more tips for using LinkedIn here: http://del.ly/SocialTips
Infographic: Social Media and Community University at DellDell Social Media
See how Dell's Social Media and Community University has grown over the past 3 years! It started as a basic certification course and has grown to a comprehensive program for team members around the globe. Learn more here: http://dell.to/16b4dST.
Infographic: Turning Internal Experts into Social Thought LeadersDell Social Media
An overview of Dell's program for empowering its subject matter experts to become social media influencers. You can find out more about the program here: http://del.ly/6017Zkch
How to enchant people with social media by Guy KawasakiDell Social Media
Guy Kawasaki presented a webinar on how to be enchanting with social media. A link to the webinar recording is at the end of the deck.
If you liked this, you will the latest tech news on http://TechPageOne
Liz Brown Bullock, Director of Social Media & Community, Dell, presents social business landscape and 10 tips on how women-owned businesses should be strategically using social to be more effective. Presented at Women’s President Organization in Dallas, TX on May 1st, 2013. Learn more about Dell Social Media here: http://dell.to/11DoZIp
Liz Brown Bullock, Director of Social Media & Community, Dell, discusses how you can successfully find your virtual voice with ten ideas strategically starting off to more in depth tips on content curation and building influencer relationships. Presented at the Women’s Empowerment Conference 2012 in San Diego, CA.
Liz Brown Bullock, Director of Social Media & Community, Dell, shares the journey for Dell launching their social media training program, SMaC University, plus ten lessons learned from Dell’s training program. Presentation presented at Dreamforce 2012.
What Do I Tweet About? Make Your Employees Worth FollowingDell Social Media
Liz Brown Bullock, Director of Social Media and Community, Dell discusses how your employees are your biggest assets in building customer relationships via social media. This presentation covers 10 key ideas to ensure your employees are strategically connecting their social media efforts to the company and customer objectives, plus additional best practice tips for employee success at Dreamforce 2012.
Liz Bullock, Director - Social Media and Marketing at Dell, talks about the importance of organizations actively fostering social conversations – listening, learning, engaging, and acting – across all functions of the business, as well as how to effectively empower employees to engage with customers on behalf of the brand. This presentation took place at the Corporate Social Media Summit, June 14, 2012, in New York.
Making your Corporate Blog a Customer Connection HubDell Social Media
This is a presentation that Lionel Menchaca, Chief Blogger at Dell, delivered at BlogWorld NY 2012. Blogs still matter. Why? They are still the most effective and flexible tool for connecting conversations around the web. Lionel discusses how to write blog posts that are connected to conversations and issues that matter to customers.
How Connected is your Cause? - Fundraising through Fans, Followers & Friends.Dell Social Media
Carly Tatum, International Social Media Manager at Dell, shares how family foundations can use social media to raise awareness and money for their cause. Presented on May 17, 2012, at the Neuroblastoma and Medulloblastoma Translational Research Consortium at Dell Children’s Hospital in Austin, Texas.
A recap of Dell's experience at SXSWi (South by South West Interactive) 2012 in Austin, TX. Highlights include visual notes on a variety of topics from the first ever Dell-hosted "Unconference," product launch strategies, useful tips for start-ups, social commerce, etc.
Just the Facts: From Social to Funnel: Connecting Social Buyers to the Custom...Dell Social Media
George Sadler, Director, Social Media Insights at Dell discusses how effectively listening to customer conversations leads to valuable and actionable information that enables businesses to achieve success in today's "social" era.
Lionel Menchaca, Dell's Chief Blogger, talks about how to do corporate blogging the right way. Find out how a sound blogging strategy can enable a company to effectively engage its audience, serve as a robust platform for rich media content, and provide ongoing value.
The document traces the evolution of shopping from early in-person shopping on Main Streets to the rise of suburban shopping malls and home shopping through catalogs, TV, and the launch of eCommerce. It then discusses how social media and user reviews are changing shopping behaviors and driving business value, with examples from Dell's social media growth and customer engagement leading to increased spending, loyalty, and sales. The document advocates that companies embrace social influence over control and highlights Dell's early adoption of social media and online communities.
The Dell Trade Secrets campaign facilitates the sharing of advice and insights among
small business professionals. As Dell launched the Latitude E-Family of laptops—
redesigned specifically to meet the needs of SMBs—we asked you to share your
trade secrets for ensuring on-the-job reliability. You responded across several social
media channels, including our dedicated Facebook tab, Twitter and various blogs.
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
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Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
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Digital Marketing best practices including influencer marketing, content creators, and omnichannel marketing for Sustainable Brands at the Sustainable Cosmetics Summit 2024 in New York
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
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1. Social Media
Overview
1 Social Media Services Group
2. The 2000 Source: PEW Internet Reports
internet 46% of adults use internet
5% with broadband at home
―then‖… 0% connect to internet wirelessly
<10% use “cloud” = slow, stationary
connections built around my computer
The rapid pace of change is
changing the game. 2012
80% of adults use internet
65% with broadband at home
88% own a cell phone
63% connect to internet wirelessly
… and the >two-thirds use “cloud”=
fast, mobile connections built
internet ―now‖. around outside servers and storage
2 Social Media Services Group
3. How social media is changing our world - 2012
If Facebook were a country, it “We don‖t have a choice on whether we DO social media, the
would be the world‖s 3rd largest. question is how well we DO it.” – Erik Qualman, Socialnomics.net
1B 140M+ 187M+
Users on Facebook active Twitter users Professionals on LinkedIn
34,722 every minute of the day 100K every minute of the day 2 new members
tweets sent by users
“likes” for brands on Facebook per second on LinkedIn
600M 3,600 every minute of the day 3.7B
Facebook users accessing via mobile New photos shared via Instagram Worldwide IM accounts
465M+ 48 hrs every minute of the day 2M every minute of the day
Twitter accounts new video uploaded to YouTube Google search inquiries
Sources: Facebook, Twitter, LinkedIn, www.domo.com/social, www.radicati.com
3 Social Media Services Group
4. Bringing with it challenges of culture vs. adoption
• Should I have a • I don‖t know where to start.
dedicated social
Skilled Customer • Who are my influencers?
media team?
• Which social media resources feedback • What do customers say
about us?
channels would be
most relevant for my
business?
The areas of
challenge
• How do I manage the • How do I build a
inflow of information? training program?
Too much Tools and
• I can‖t determine the ROI. • What tools do I use?
information processes
• I don‖t know how to • Are there any standard
scale a social media processes that I can
solution. follow?
4 Social Media Services Group
5. Social is
here to stay.
Engage or be ”These conversations are
going to occur whether you
left behind. like it or not. Do you want to
be part of that or not? My
argument is you absolutely do.”
– Michael Dell
5 Social Media Services Group
6. Dell’s Social
Media Journey
6 Social Media Services Group
7. “Engaging in honest, direct conversations
with customers and stakeholders is a part
of who we are, who we‖ve always been. The
social web amplifies our opportunity to listen
and learn and invest ourselves in two-way
dialogue, enabling us to become a better
company with more to offer the people
who depend on us.”
–Michael Dell
7 Social Media Services Group
8. Over six years of social media experience
Altimeter
March 2008 June 2009 Dell
February 2007 recognized Dell
Accepted Solutions Global Twitter with “Open named
February 2006 IdeaStorm launched launched on Community revenues of Leadership Award the No.
A voting based site allowing for Innovation and
Michael Dell asked Dell France begins Online May 2008 $6.5 M 1 most
customers and others to Community Outreach Execution”
Why don‖t we reach out and help submit ideas for Dell. Dell Outlet achieved social
bloggers with tech support issues? October 2007 $0.5M in sales via Twitter brand
Michael Dell quoted in Business March
December 2006 Week 2010
Ratings and In response to Jeff Jarvis question around Dell
whether companies want to be part of the January 2009 joins
reviews launched online conversation: ”My argument is you December 2010
Dell Organizes June 2009 Sina
on Dell.com absolutely do. You can learn from them. You Social Media
can improve your reaction time. And you can into four $2M+ Sales Weibo Listening
be a better company by listening and being customer via Twitter in Command
involved in that conversation.” focused China Center launched
business units
2006 2007 2008 2009 2010 2011
Social Media &
July 2006 Community
June 2007 2009 University (SMaC U)
Direct2Dell launched
Today Direct2Dell exists in Dell joined Twitter June 2008 Dell TechCenter launched
English, Spanish, Norwegian, Channel 5,000 team
EmployeeStorm January Spring 2009 members trained by 6 Awards for the
Japanese and Chinese. blog December
launched 2008 Members of end of year Social Media Listening
launched 2009
Internal Blogs Launched Dell aligns Community Command Center
Huffington
January 2007
for Employees.
organization and
Post Blog
StudioDell launched November 2007 for success Conversations B2B pages on
Dell‖s video and podcast site, with DellShares deployed Facebook
August 2006 helpful tips and tricks. Eventually
launched within each of
expanding this into the YouTube April 2008
Blog outreach The first investor the new Dell
channel making sharing easier. Inside IT launched June 2010
expanded beyond relations blog by a Blog focused on business Business units
public company. CAP Days launched
tech Support customers, and Cloud In-person events for vocal
Computing. online customers
8 Social Media Services Group
9. Recognition for Dell social leadership
We’ve received industry recognition for engagement and listening
Dell‖s Listening
Dell‖s Social
Command Center
Media and
won the CeBIT
Community
Australia Innovation The Bees Awards for Social Media The American Business Award for Customer team won
Award for 2011. Marketing. Dell won for Best Use of Service Team of the Year presented to Dell for
Presented in May award for best Social CRM
Analytic Tools for our Listening the Listening Command Center in June 2011.
2011. Strategy.
Command Center.
Dell Listening Command Dell‖s Listening Command Dell Ranked as #1 Social Brand
Center wins @PRNews 2011 Center receives Forrester followed by NIKE, Starbucks, Best Buy
Digital PR Award for “Best Groundswell Award Presented UK, BBC, Nokia, Amazon, Sony
Listening Campaign” and “Best in October 2011. PlayStation, Adidas, Coca-Cola and
Website Marketing”. others.
Our leadership is regularly cited by authors and is helping customers win awards
Red Cross co-won the 2012 Clemson University won
Digital PR Team of the Year the 2012 Innovation in
from the PR News Digital PR Education Award from the
Awards for their social media InnoVision Technology
humanitarian and digital Awards for their Social
fundraising efforts. Media Listening Center.
9 Social Media Services Group
10. Dell’s direct and online heritage
First to sell complex First company to hit $1M a day Leader in online frictionless
configurable items in online revenue commerce from order to delivery
One of the first to launch online One of the first companies to Early adopter of
discussion forums launch online support social media
10 Social Media Services Group
11. Our point of view on social business value
To embed social media in
the fabric of the company Listen Engage Act
Over 25,000 daily Closing the loop with Thousands of Powerful communities Customer ideation
global conversations our customers and employees
influencers trained and
growing Services
Products Marketing Online
Solutions
Customer Comms
Sales HR
Service and PR
Broad social networks Embedding across all business functions
11 Social Media Services Group
12. How social media is embedded throughout Dell
Listening impacts NPS, OpInc and Brand
Product development Marketing Online presence
• Feedback loop • Demand forecast • Ratings and reviews
• Early warning • Lead generation • Communities
• New product ideation • Message reach • Customer stories
Sales Customer service Communication
• Collaboration • Listening • Rich media
• Thought leadership • Support widgets • Brand reputation
• Blogs • Outreach • Influence
• Reputation
12 Social Media Services Group
13. Listening From 4,000 to 25,000 mentions per day
13 Social Media Services Group
14. Social Media & Community University (SMaC U)
Principles
Policy
Governance
Training, Certification and Tools
14 Social Media Services Group
15. Social Media
Services Group
15 Social Media Services Group
16. Dell’s Social Media Services Group (SMSG)
• The Social Media Services Group (SMSG) is a trusted advisor to those interested in:
– Understanding what is being said about their brand, industry, competitors, products, etc.
– Improving customer relationships via social media.
– Building their social media strategy.
• This is a unique collaborative approach between Marketing and Services, which allows customers
to leverage Dell‖s thought leadership, intellectual capital and innovative ideas.
• The group can extend Dell‖s social media experience and expertise to customers across various
industry segments and sizes.
• The offers are designed to support nascent to mature customers along their social media journey.
16 Social Media Services Group
17. Social Media
Services
17 Social Media Services Group
18. Social media services–what do you need?
I want to …
• build a training program.
Best Practices
• know what tools to use.
• find standard processes that I can follow. Seminars
• strategize and efficiently drive awareness, demand, leads and
message reach. Advisory Service
• know when and how to scale a social media solution.
• effectively track business and market intelligence to understand my
customers‖ wants and needs. Listening and Insights
• utilize analytics to improve customer support, enhance product Service
offerings or inform investor relations for strategy development.
• manage the inflow of information. Listening Command
• understand what is being said about my brand and be a part of those
conversations. Center Build-outs
18 Social Media Services Group
19. Social media services
Experience to transform and lead
Best Practices Seminars Advisory Service Listening and Insights Listening Command
Service Center Build-outs
… enable customers to:
• Learn best practices from • Optimize the tactical • Get daily, weekly, • Benefit from Dell‖s
Dell case studies and elements of their social monthly reports that experience building their
scenario role-playing. media strategy. capture social media own listening command
• Get social media • Understand the conversations and center.
strategies for their effectiveness of their provide insights. • Discuss best practices for
specific corporate and current strategy and • Gain a deeper staffing, running and
industry needs. initiatives. understanding of their integrating the command
• Find out how they can • Establish a strategic plan customers, competitors center into their business.
use social media in alignment with and industry market
effectively. business goals, culture needs.
and ROI.
19 Social Media Services Group
20. Comments from our customers
Clemson The American Red
Kraft Foods Aetna Cross
University
Kraft participated in a one-day A listening command center built with Aetna participated in a two-day The American Red Cross and Dell
seminar on listening and Dell and Radian 6 is incorporated into seminar on building a training launched a new Digital Operations
experiencing a day in a command their Creative Inquiry program. program. Center, the first social media-based
center. “In academia, what are we all competing “This course (building training) really operation devoted to humanitarian
“Dell is a social media leader … a peek for? The best and the brightest. This helped me wrap my mind around relief, demonstrating the growing
inside showed why!” center can give us a leg up. It‖s the architecture of a social media importance of social media in
unexplored space.” education program and how to emergency situations.
Kraft told Dell: –Jim Bottum, chief information officer think through the course design for The American Red Cross at the
“Access to Executives and SMEs is very and vice provost different audiences.” command center launch said,
valuable.” The most valuable element of the “The use of social media during disasters
“Personalization is highly valued and This “forces students to recognize a) you Building Training seminar was the has grown exponentially in recent years,
differentiates the seminar in the can‖t catch everything, b) you can catch ability to see and discuss a tangible and this partnership with Dell will enable
marketplace.” too much, and c) you have to prioritize framework. The certification packet us to better understand and anticipate
“Seeing” where everything happens is what you‖re listening for.” –Jason alone added a ton of value.“–Dan disaster needs and help connect people
part of the value of the seminar. Thatcher, assoc. professor, department Brostek, head of member and with the resources they need during
of management consumer engagement emergencies.”
20 Social Media Services Group
21. Best practices seminars at a glance
These rich, interactive sessions are customized for your needs and go beyond traditional, slide-based
lectures. You‖ll experience best practices for application in your own corporate culture. Leadership
fundamentals are shared and key take-aways will provide starting points for operationalizing your strategy.
Social Media for the • Impact and Urgency of Social Media • Social Customers and Employees
Executive • Models of Social Maturity • Listening/Engagement Importance
The Roles of Social • Intimacy of Social Media • Governance
Media Listening and
Use of Its Data • Listening Efficiencies • Set Up and Processes for Scaling
Experience a Day in
• Highly Personalized and Interactive • Understanding Critical Decision Making
the Listening
Experience on Command Center Functions During Viral Situations
Command Center
Developing a Social
Media Training • Where to Start/Training Journey • Logistics and Deployment
Roadmap • Curriculum Design Options • Certification and Governance
Create a Social • Continuation of the Developing Social • Leverage Dell’s Curriculum and Class
Media Training
Course Media Training Roadmap Seminar Development Methodology
21 Social Media Services Group
22. Advisory Service framework and approach
This can assist with:
Social Operations - Influencer/Advocacy
(Building and - Competitors
optimizing a social - Governance
media practice) - Tools/Reporting
Determine Your - Content Strategy
Intended Social
Media Focus Area This can assist with:
Social Business - Culture/Adoption
(Integrating social - Organizational Alignment
media across the
- Funding
enterprise)
- Social Data Integration
22 Social Media Services Group
23. Listening and insights service
Actionable Insights Amplify Your Message
Insights from social Identify key influencers
conversations lead to and channels with
actionable decisions. whom to engage.
Leverage
Understand Customer intellectual Gauge Sentiment
Use direct, unbiased capital and Identify actions to
feedback to improve capabilities improve customer
products and services. from the No. 1 perceptions and your Net
social brand Promoter Score.
Market Intelligence Protect Your Brand
Keep a pulse on brand Enable viral warning,
versus competitor risk mitigation and crisis
conversations. management for the
social sphere.
23 Social Media Services Group
24. Build a social media listening command center
Design Build Integrate Run
Consultation on Project management Creation of daily Post-deployment
hardware, software for vendor operational and hot consultation on
vendor selection, as coordination, as well issues processes, as integration with
well as the space‖s as the launch event well as the business strategy,
look, feel and identification and culture, ongoing
construction training resources, support, etc.
etc.
A suite of offers ranging from the basics to a full solution
24 Social Media Services Group
25. For sales inquiries, contact:
Eric Nystrom
Director Social Media & Community
eric_nystrom@dell.com
+1 (408) 348-9779
Thank you
Social Media Services Group
27. What Dell did for Kraft Foods
Challenge
As a company with experience and strong
knowledge in social media, Kraft was interested in
learning from Dell how to push the social
programs they had to the next level, as well as to
understand how to spread listening across the
organization and the value/role that a Listening Kraft Foods
Command Center can play in that evolution.
During a full-day session, Kraft participated in the
Approach Roles of Social Media Listening and Use of Its
Data and Experience a Day in the Command
Dell spent quite a bit of time researching the Kraft Center seminars.
brands to analyze conversational content found
within social media. That insight was incorporated Benefits
into two seminars, which involved discussion- Both Dell and Kraft exchanged ideas during the
based learning, as well as role-playing scenarios. seminar and obtained valuable learning. Kraft was able
The result was a customized, interactive and to see first-hand how Dell leverages and is organized
engaging day for the customer. around listening and how they act with this data.
27 Social Media Services Group
28. What Dell did for Aetna
Challenge
Aetna was ready to ramp their social media efforts
and knew they had to get their employees on
board, but they weren‖t sure how to set up a
training program, especially on a broad scale.
They needed help focusing their efforts into a
solid and easily approachable roadmap.
Aetna
During a full-day session, Aetna participated in
Approach the Building a Training Program and Building a
Training Program+.
At the beginning of the course, Dell consulted
with Aetna to understand their training vision and
needs, such as the scope of training desired. Benefits
Prepared with a social media policy, Dell was able Aetna relied on Dell to ask them pertinent questions for
to not only provide recommendation on their desired outcome and keep them on track. They also
approaches, but also curriculum discussions to walked away with a team understanding next steps and a
aide in the creation of their own training materials. curriculum to provide to their employees.
28 Social Media Services Group
29. What Dell did for the American Red Cross
Challenge
The American Red Cross has been a leader in the social
media space for some time, but looked to Dell for help
with how to scale their social media operations during
major disasters. They were in need of assistance scaling
to the efforts required of an organization with such
worldwide exposure and direct effect on human life.
The American Red Cross
Approach This is the first social media command center devoted to
Dell was brought in to construct the project—and they humanitarian relief and demonstrates the power social
media can lend during emergency and crisis situations.
modeled it on their own Social Media Listening Command
Center, which is used to track brand sentiment and Benefits
chatter. They consulted not only on the space - Improved sourcing of data and identification of trends in
configuration and build, but they also helped the disaster-affected areas
American Red Cross establish processes for the successful - Significantly improved ability to anticipate and respond to the
public‖s needs
training and operation of their command center.
- Ability to more quickly connect people with the resources they
The DigiDoc Command Center enabled the American Red Cross to “listen” to need during a disaster, such as food, water, shelter or even
more than 542,947 social conversations during Hurricane Sandy. emotional support
29 Social Media Services Group
30. What Dell did for Clemson University
Challenge
Dell uses social media listening to enhance customer relationships
and for marketing and business development, but Clemson wanted
to explore how it could be used in academia. Clemson saw how
corporations have adapted to new business and economic realities
and they wanted to ensure their faculty and students had access to
this same technology. Both Dell and Clemson had to figure out how
to work together to advance each other without taking their eyes off
their own respective missions. Clemson University
This space will be used for alternate academic research
Approach methods, as well as innovative learning environments, putting
Clemson at the forefront of a new education technology
The build of this command center required collaboration: Dell frontier.
brought first-hand experience for it‖s successful set-up and operation
Benefits
and Clemson shared insight for the development of an effective Clemson University decided to incorporate social media listening
learning environment, which now includes a teaching area where into the university‖s successful Creative Inquiry program
By building a command center and understanding key
faculty can hold classes and provide training on the tools. It was
processes, an organization is well prepared to successfully
through this collaboration that Dell and Clemson discovered several The University envisions rich partnerships between the university
handle day-to-day conversations, as well as quickly
parallels how social media listening can favorably impact business, and other industries to study the power and application of social
address and manage crisis events.
academia, and various other industries. media listening in business, academia, non-profit and all types of
entities.
30 Social Media Services Group
31. What Dell did for AMD
Challenge
AMD sought help from the Dell Social Media Services Group to
assess and refine their overall social media strategy.
AMD (Advanced Micro Devices)
Approach To help assess and improve their current social media
activities and prepare for their future efforts, Dell
Dell leveraged its social media capability maturity framework provided Advisory Services to AMD.
and results of stakeholder interviews to assess AMD‖s existing
social media strategy and current capability maturity. The
scope of analysis included assessment of existing social eco- Benefits
systems, including tool and technology deployment, social AMD received a framework to drive and mature its social
media governance, engagement methodologies, advocate capabilities. The analysis helped to provide a view across
strategies, social platform consolidation, branding initiatives, multiple stakeholder groups of the current state and identify
organizational models to drive adoption and the timing and future improvements in the areas of governance, people,
priority of ongoing and planned investments. processes and technology.
31
Social Media Services Group