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Your communication demands change
Magnus Thell, Cision
Helsinki, 15th May 2009
“In the old days, someone might have a
      bad customer experience and tell 10
    people. But now, with the rise of blogs,
MySpace and Facebook, that person might
 be able to tell 10,000 people. This totally
 changes the dynamic, and importance, of
                     customer experience.”

                                               Bruce Temkin, vp/principal analyst at Forrester Research




 Source: Forrester “The Customer Experience Index 2007”, http://www.forrester.com/Research/Document/Excerpt/0,7211,43877,00.html,
 Brandweek, http://www.brandweek.com/bw/news/recent_display.jsp?vnu_content_id=1003677228
Source: BBC News The Editors Blog,
http://www.bbc.co.uk/blogs/theeditors/2008/02/journalists_and_pr.html
Source: CBS News http://www.cbsnews.com/stories/2009/05/04/business/main4988309.shtml ws
Change The New Arenas
Källa: Brian Solis, PR 2.0, The Conversation Prism, Creative Commons
Change New Behavior
Source: Google, www.google.com
Source: Electrolux Newsroom, http://newsroom.electrolux.com/
Company blog




Source: http://fastlane.gmblogs.com
Conversation




 Source: “My Starbucks Idea”, http://mystarbucksidea.com
Customer Service




Source: Cision, http://twitter.com/cision/favourites
Communities - Crowdsourcing




 Source: http://www.facebook.com/hm
Source: Tripadvisor http://www.tripadvisor.com
                                                 Consumer - Conversation
Source: Twitter, Public Service of New Hampshire, http://twitter.com/psnh/status/1072097134


                                                                                              Society
Source: Public Service of New Hampshire, http://psnhnews.com/index.cfm
                                                                         Samhället
Newsfeed




Source: CNN, http://edition.cnn.com/2009/WORLD/europe/02/25/twitter.amsterdam.plane.crash/index.html
.
Commercialization




Source: venturebeat.com http://venturebeat.com/2009/05/11/socialmedia-turns-twitter-facebook-info-into-web-wide-social-ads/
Change Content
Source: Flickr Group Scania Fire Appliances/Apparatus, http://www.flickr.com/groups/scaniafireappliances/pool/page6/
Source: JetBlue, http://www.youtube.com/user/JetBlueCorpComm
Source: Ford, http://media.ford.com/products/focus08/index.html
Helsinki Magnus Thell 2009 05 15
Source: Electrolux Newsroom, http://newsroom.electrolux.com/
Change Some Useful Tips To Get Going
Press release


          Online
 New      Newsrooms
Service
          Product sites


          Images & Video
• Start acting on     • How will we
   own initiative        handle this
 • Act on                arena?
   prioritized         • Who is
   arenas                responsible?
                       • Which arenas
                         should we act
                         on?

• Begin to             • Begin to listen at
  participate in the     the conversation
  discussions          • Learn how the
• Learn the              arena interacts
  language and the
  tone of the arena
Change 3 New Services
Social Media Upload, From CisionPoint,
    simply upload your video- and image
1   content to your account on YouTube and
    similar sites as you publish a release

    Social Media Releases, create a multimedia
2   press release with customer designe
    integrated with your video and images

    Social Media Newsrooms, create a stand
3   alone site with your design built on the
    foundation of visibilty and search engine
    technology and capitalize on the power of
    Social Media                 Cision Social Media Services
                                      Powered by Sermo Consulting
Contact Information

Magnus Thell, Cision
Managing Director Cision Scandinavia
E-mail: magnus.thell@cision.com
Mobile: +46 (708) 950 822
IM (Google Talk): magnusthell
Twitter: @magnus_thell
(www.twitter.com/magnus_thell)

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