Dave Fleet

MARCH 8, 2012

Monitoring , because conversations could easily shift from your Facebook page to other online channels (blogs, forums, Twitter, etc). Community management , because as a brand you need to be watching the activity on your page and watching for spikes in attention.

Curation 389

Curation Brands Facebook Patterns 389

Dave Fleet

JULY 26, 2010

American Express Open Forum. Here are 57 61 great social media policy templates and resources to use when building your own. thanks for the suggestions in the comments!). Social Media Policies and Guidelines. 3 Great Social Media Policies to Steal From (Kodak, Intel, IBM). American Institute of Architects. Policy on Staff Use of Social Media.

Policies 419

Policies Resources Liveworld Social Media 419

Dave Fleet

FEBRUARY 28, 2013

Help customers to help customers – successful companies in the social support space leverage customer forums to help customers answer each others’ questions, and step in when questions go unanswered at first. Build an army of advocates – educate, empower and reward your biggest fans for engaging for you.

Social Media 393

Social Media Communities Overview Forums 393

Dave Fleet

JULY 18, 2011

Companies like AT&T (rated highly for social support by Forrester ) and BlackBerry (disclosure: client) have been successful at developing highly active support forums where customers interact with and help each other. Help customers to help customers.

Tips 353

Tips Social CRM Reputation Knowledge Base 353

Dave Fleet

MAY 10, 2010

Picture Nestle’s recent Facebook issues but in a forum where, even if you wanted to respond, you couldn’t. Prepare in advance for how you’ll react if a crisis does emerge. How will you decide whether to respond? Where will you respond? Who will do it? What do you think?

Communities 419

Communities Brands Wikipedia Microsoft 419

Dave Fleet

APRIL 25, 2011

Cameras were introduced into legislative forums to broaden access to the political process. Simultaneously funny and touching, Roger Ebert’s tale of how technology has allowed him to retain his voice after losing the ability to speak is inspirational, and should make all of us grateful to live with the tools we do.

Education 256

Education Forums YouTube Social Networking 256