Astute Solutions SM Workshop Deck
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Transcript of Astute Solutions SM Workshop Deck
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social business design | strategy
nateriggs.com
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1. Please tell us your name.2. What do you do?3. How do you use social media personally?
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Lets set some ground rules for
today...
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Be ready for a mix of presentations
and timed exercises...
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We will do some work in pairs and
small groups...
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Please dont attack ideas as they are
being shared...
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But ... say what you think, and allow
others to do the same.
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By all means - relax and enjoy the
session...
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And please, dive in and learn
something...
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Marketing Customer
Service
WHERE WE ARE GOING ...
EVENTUALLY
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COMMUNICATION...
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The medium is the message...
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Peripheral information
exchanged via self-branded
content
Self-disclosure is reciprocal
Process slows as the tightlywrapped inner layers are reached
Social penetration
theory...
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We are not seats or eyeballs or endusers or consumers. We are humanbeings - and our reach exceeds yourgrasp. Deal with it.
1. Markets are conversations.
People of Earth...
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Transforming your business bybeing remarkable...
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GLOSSARY
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Social Business Design is the intentionalcreation of dynamic and socially calibrated
systems, process, and culture. The goal:improving value exchange among constituents.
- Dachis Group
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The Social Graph is the representationof our human relationships. In presentday context, these graphs define ourpersonal, family, or business
communities on social networkingwebsites
Jeremiah Owyang, Altimeter Group
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A meme acts as a unit for carryingcultural ideas, symbols or practices,
which can be transmitted from one mind
to another through writing, speech,gestures, rituals or other imitable
phenomena.
- Wikipedia
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An emoticon is the representation of afacial expression such as : -) (for asmile), formed by combinations of
keyboard characters and used inelectronic communications to convey thewriter's tone
- Dictionary.com
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A flamewar or flaming (also known asbashing) is hostile and insultinginteraction between Internet users.
Flaming usually occurs in the socialcontext of a discussion board, InternetRelay Chat (IRC), Usenet, by e-mail oron Video-sharing websites.
- Wikipedia
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An internet troll is someone who postscontroversial and usually irrelevant or
off-topic messages in an onlinecommunity, such as an online discussionforum or chat room, with the intention ofbaiting other users into an emotional
response or to generally disrupt normalon-topic discussion.
- Pursuitmag.com
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A lurker is a person who readsdiscussions on a message board,
newsgroup, chatroom, file sharing orother interactive system, but rarely
participates
- Pursuitmag.com
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Bots, also known as web robots, aresoftware applications that run automated
tasks over the Internet.
- Pursuitmag.com
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Spammingisthe abuse of electronicmessaging systems to indiscriminatelysend unsolicited bulk messages. While
the most widely recognized form of spamis e-mail spam, the term is applied tosimilar abuses in other media.
- Pursuitmag.com
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THE NEW TELEPHONES10 Paradigm Shifts for Mastering Online Customer
Experience
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1. PICK THE RIGHT TEAM
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Dave Crenshaw - The Myth of Multitasking
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Extroversion, Intuition, Feeling,
Judgement
ENFJ
Idealist Portrait of the Teacher
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Extraverted feeling types seek
continuity through harmonious
relationships and collective value.
ENFJ
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They excel at picking up on the
tone of a situation and acting
accordingly, adding warmth to a
cool setting or turning sour into
sweet.
ENFJ
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Extraverted feeling types seek
continuity through harmonious
relationships and collective value
ENFJ
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ENFJ
They seem to have an infinite
number of acquaintances from all
walks of life and are always onthe lookout for people in need
and those who can help out.
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ENFJ
They carry conversations well,finding common ground with
their speaker.
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ENFJ
In general, they are reliableand do not like to disappoint
others.
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ENFJ
They tend to find the correctand gracious way to respond
in any given situation, no
matter how tense or
uncomfortable it is.
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Lets see what you are?
...humanmetrics.org
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ROI?
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!"#$%&'()*+$,-.$)/0"&123)45,"0+$,)
012)34+2$
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2. TUNE IN TO THE RIGHT STATIONS
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Whats words matter to you?
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Whats niche matters to you?
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3. LIVE IN REAL TIME
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Voluntary employee
program to monitor social
networking sites andblogs in order to engagewith customers, hostworkshops to share best
practices and communicateabout hot issues
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7 MINUTES
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Up for an experiment?
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4. BECOME CONTENT ENGINEERS
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200 CONTENT
OBJECTS48 Hour Production Blitz
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INTERNET
CONVERSATION
CYCLE
FOR BRANDS
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FACEBOOK
EdgeRankAlgorithm that
determines virility of
content
- Affinity
- Weight
- Time Decay
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I know! Lets start one ofour own...
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6. INVITE OTHERS TO YOUR CAMPFIRE
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7. SHARE REAL STORIES
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8. HELP YOUR AGENTS NAVIGATE
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What are youre core values?
15 Minutes
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5 DOs 5 DONTs
15
Minutes
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9. ALWAYS BE MOBILE
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10. DONT BE A ROBOT
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Social Business Design
Professional Speaking
Professional Blogger
Aspiring Author
Blended Family Dad
nateriggs.com
@nateriggs
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