Post on 21-Jan-2015
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Amanda Nelson Community Content Manager @mileigh13
Radian6, a salesforce.com company
Oct. 14, 2011
THE POWER OF SOCIAL MEDIA COMMUNITIES
Source: youtube.com/detroitmedicalcenter
Source: youtube.com/detroitmedicalcenter
Source: ustream.tv/channel/e-patient-connections/videos
Source: youtube.com/detroitmedicalcenter
What is a…
• Employees • Fans
• Colleagues • Customers
• Competitors • Prospects
Consumer Social Media Usage
Social Media
Not Using Social Media
Source: consumeraffairs.com
60%
54% increase over 2010
Source: facebook.com
800,000,000
Having an online community enables:
• Innovation • Collaboration • Evangelism • Loyalty
How do you measure them?
How it plays out
Whoa, a free chicken
sandwich if I dress like a
cow?
Yeah, come with. It’s going to be hilarious and delicious.
I’m going. And I’m taking pictures. #chickfila
Yeah, I heard that.
Measure: • Followers • Influence • Sentiment • Growth
What we did
• Planted a seed • Impressions • Exposure
• Store visits • Conversions
How do you maintain & grow them?
Inside the mind of a community manager
• Storyteller
• Poster child
• Caretaker
• Content curator/creator
• Switchboard operator
• Teacher
• Interpreter
• Connector
External Internal
Participate in conversation
10% you
Amanda Nelson Community Content Manager @mileigh13
Radian6, a salesforce.com company
Oct. 14, 2011
THE POWER OF SOCIAL MEDIA COMMUNITIES