1. The State and Future of Social Media Shel Holtz, ABC

2. Everyone is social

4. Business is engaging

5. Let’s stop calling it “social” media After all, all media are social

6. The state of social media is…

9. 82% of brand managers are using social media 54% of companies block employee access 10% of companies have employee policies

10. Bad news for old methods 95% don’t trust advertising ($426 billion wasted) 92% don’t trust what companies say about themselves 91% don’t trust companies to act in their best interests

11. However… 33% of social media users believe companies are interested in them 93% of social media users believe organizations should have a presence 85% want organizations to interact with customers using social media 78% believe word of mouth from “similar others”

12. -- McKinsey & Company

13. The end of an era

15. However… 58% believe companies aren’t engaged because of lack of leadership support

17. Relationships vs. weak ties

20. Unprepared

24. Social media everywhere

32. Mobile

34. Employees engaged in Social CRM

36. The Case for Open Access

37. Social CRM Customer Service Reps Process-centric Contact management Community management Period engagement Sustained engagement Simple transactions Complex relationships All employees engaged Conversation-centric

43. Faster, more coordinated activism

46. The real-time web & redefining “news”

50. Transparency

53. Advertising drives social

56. More engagement