How to Organize Internally for Reputation Management Externally
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Transcript of How to Organize Internally for Reputation Management Externally
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Every connection is a new opportunity™
How to Organize Internallyfor Rep Management Externally
Aneta Hall (@anetah)Social Media StrategistPitney Bowes, Inc.
March 24, 2010
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Pitney Bowes is Changing…
We help companies optimize their business communications, transactions & interactions to enable business growth.
• Customer Relationship Management (CRM)
• Location Intelligence
• Predictive Analytics
• Postage Meters
• High volume Production Mail
• Mail Presorting
Business Insight Mail Services
• Customer Communication Mgmt (CCM)
• Print & Mail mgmt.
Managed Services
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We help companies optimize their business communications, transactions & interactions to enable business growth.
Corporate Message: Social Media Messages:vs.
Key
wo
rd c
lou
d
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facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/PitneyBowesInc
pbconnect.com/blog
Brand Ambassadors
Social Media Ambassadors
Corporate Soc. Media channels
Traditional channels
slideshare.net/pitneybowes
forums.pb.com
1-800-322-8000
www.pb.com
Investor Relations:[email protected]
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April 10, 2023 PBI Internal use only 5
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/PitneyBowesInc
pbconnect.com/blog
Brand Ambassadors
Social Media Ambassadors
Corporate Soc. Media channels
Traditional channels
slideshare.net/pitneybowes
forums.pb.com
1-800-322-8000
www.pb.com
Investor Relations:[email protected]
http://pbconnect.com/blog
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April 10, 2023 PBI Internal use only 6
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/PitneyBowesInc
pbconnect.com/blog
Brand Ambassadors
Social Media Ambassadors
Corporate Soc. Media channels
Traditional channels
slideshare.net/pitneybowes
forums.pb.com
1-800-322-8000
www.pb.com
Investor Relations:[email protected]
http://forums.pb.com
![Page 7: How to Organize Internally for Reputation Management Externally](https://reader033.fdocuments.us/reader033/viewer/2022061206/5483dedf5906b58f158b468f/html5/thumbnails/7.jpg)
April 10, 2023 PBI Internal use only 7
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/PitneyBowesInc
pbconnect.com/blog
Brand Ambassadors
Social Media Ambassadors
Corporate Soc. Media channels
Traditional channels
slideshare.net/pitneybowes
forums.pb.com
1-800-322-8000
www.pb.com
Investor Relations:[email protected]
http://twitter.com/pitneybowes/pitney-bowes-tweeps/members
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April 10, 2023 PBI Internal use only 8
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/PitneyBowesInc
pbconnect.com/blog
Brand Ambassadors
Social Media Ambassadors
Corporate Soc. Media channels
Traditional channels
slideshare.net/pitneybowes
forums.pb.com
1-800-322-8000
www.pb.com
Investor Relations:[email protected]
![Page 9: How to Organize Internally for Reputation Management Externally](https://reader033.fdocuments.us/reader033/viewer/2022061206/5483dedf5906b58f158b468f/html5/thumbnails/9.jpg)
April 10, 2023 PBI Internal use only 9
facebook.com/PitneyBowes
twitter.com/PitneyBowes
Flickr.com/PBcorp
youtube.com/PitneyBowesInc
pbconnect.com/blog
Brand Ambassadors
Social Media Ambassadors
Corporate Soc. Media channels
Traditional channels
slideshare.net/pitneybowes
forums.pb.com
1-800-322-8000
www.pb.com
Investor Relations:[email protected]
EMPLOYEE CHALLENGE:
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What is your Brand Engagement with Social Media?
Traditional communication structure
Social Media communication structure
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5 Tips (that worked :)for Grass-roots Social Media Organizationat Pitney Bowes
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Tip 1: Corporate Social Media Belongs to Those who Participate. MAKE CONTACT!
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Tip 2: Begin the Education Process NOW…
Emerging Media Forums Blogger Meetups PB Tweetups Collaboration on Yammer Social Media Strategy
Sessions Channel Training Social Media Wiki
Social Media Wiki
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Tip 3: Address Customer Service Issues in SM from the get-go
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Tip 4: Explain how to Measure SM efforts SIMPLY!
Level 1: ATTENTION METRICS
Level 2: ENGAGEMENT METRICS
Level 3: INFLUENCE METRICS (tied to business goals)
•Time on site
•# comments/ likes/ RTs
•Share of voice
•User Generated Content
•Web traffic (Visits, visitors)
•Social media traffic sources
•# Friends/followers
•SALES: # Qualified leads, Net Promoter Score
•CUST. LOYALTY: cust. retention level of SM channel participants
•AWARENESS: Share of conversations
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Tip 5: Set up Reputation Management Workflows to avoid PR crisis
http://www.smallbusinesssem.com/reputation-management-the-air-force-way/1395/
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Thank you & Ask away!This resentation available at slideshare.net/pitneybowes
Every connection is a new opportunity™
Aneta Hall
Email [email protected]
Blog: www.AnetaHall.com
Twitter: @anetaH
Facebook: Facebook.com/AnetaHall