A little something I whipped up for my Samsung interview.

1. Samsung GSG: Social Media Analysis Brannon Lacey

3. Podcasts

4. Social Networks (Facebook

5. Microblogging (Twitter)Social Media: the future of small business marketing, Constructaquote.com, http://www.constructaquote.com/home/business-guides/social-media.aspx

6. 3 How is Social Media Changing Communications? Larger Audiences… It’s changed the way an individual communicates by giving them a platform to share their Thoughts Preferences Knowledge with a larger audience across geographical boundaries Collective Thinking… It has given individuals a platform to contribute to the process of collective thinking which is allowing them to leverage each other’s knowledge and strength Real time… It has given individuals the platform to be informed real time about what is happening where, with whom, and why. Social Media-Changing the face of communication, unstructure.org, http://unstructure.org/social-networking/social-media-changing-the-face-of-communication/

7. 4 What are the implications for business? Companies that leverage social media as a means of providing additional touch points for customer interaction are… Positively affecting key performance metrics Customer satisfaction Revenues Costs Fueling product development marketing decisions with consumer-generated insights How are these companies doing this? Through a combination of organizational processes and technology implementation. Getting Senior Executive buy-in Defining a process for managing Web 2.0 content Dedicating personnel devoted to enterprise use of Web 2.0 applications Committing to promote, maintain and utilize consumer-generated content Customer 2.0: The business implications of social media, Aberdeen Group, http://www.slideshare.net/arunavhpalchaudhuri/customer-20-business-implications-of-social-media-presentation

8. 5 How are companies utilizing social media? Blogging: build a reputation of expertise Who does it well? 37Signals Why? It has a blog that is read by thousands, shared among businesses Lesson? Focus your blog on your core competencies Who did it poorly: Accenture Why? It has 9 different blogs and very little coordination between them Lesson? More does not equal better, keep your blog focused Researching customers Who does it well? Comcast Why? It uses Twitter to look for people talking about Comcast and offers to help them Lesson? Customers provide valuable insights and feedback in real time, find and use it Who did it poorly? Wal-Mart Why? It attempted to involve its community online by creating a Facebook presence Lesson? Your audience determines your strategy. Don’t follow the crowd, follow your customers to where they’re at Social Media for Business – Who’s doing it well and how, ReadWriteWeb.com, http://www.readwriteweb.com/archives/social_media_for_business_who_is_doing_it.php

9. 6 How are companies utilizing social media? Multiple channels of support Who does it well? Dell Why? Its site lists all the ways customers can connect with them through Twitter, Facebook, Flickr, YouTube, forums, blogs, email and more. Lesson? Rather than expect customers to communicate through your chosen means, allow them to do so through their chosen means. Who did it poorly: Whole Foods Market Why? It created a Twitter account (@wholefoods) and gathered followers but realized it had limitations because while it was useful on a national level, it was not at a local level. It responded by creating over 150 company Twitter acountsand a Facebook account to provide adequate channels to its customers. Lesson? Make your content relevant to your customers and leverage the different channels for specific goals. For example, Whole Foods has found out that for customer service, Twitter is much more effective than Facebook. Social Media for Business – Who’s doing it well and how, ReadWriteWeb.com, http://www.readwriteweb.com/archives/social_media_for_business_who_is_doing_it.php

10. 7 How should Samsung utilize social media? (question a.) Samsung should utilize social media to… Build buzz and conversation around particular products Build better overall brand awareness Drive more traffic to it’s product sites Learn more about its customers and how they view the brand How? With the following messages… We’re listening to what you are saying We understand what you mean We’re listening to what’s bothering you We’re listening to what’s making you happy Engage genuinely!

11. 8 Using what channels? Samsung should use a multi-channel approach, similar to Dell… IdeaStorm: allow customers to participate in the development and enhancements of products and services (over 7,600 ideas submitted on Dell’s IdeaStorm) Create a ‘user generated’ helpdesk: a place where consumers, SME’s and IT Professionals can upload their own home-grown videos. (Dell’s has over 200k views a month) Twitter: send out messages with special offers and promotions (Dell has over $3m in sales from Twitter thus far) Facebook: allow consumers to “fan” or “follow” accounts most relevant to them, have conversations WHERE they occur Blogs: create your own focused blogs, for each of your communities and search for ‘conversation’ around other’s blog posts

12. 9 How do we measure success? Benchmark yourself on the following: Rankings, see if they have increased based on traffic and links Engagement, determine whether or not social media user are actually engaging with your content and/or converting (crazy egg is good for this) Success on social voting sites? You’ve increased awareness about a product that led to sales Takeaways: Give your social media efforts 2-3 months to stabilize before deciding if things really working. There is no one killer metric for social media Track anything possible to glean insights It’s all relative (focus on benchmarking and trends) View monitoring social media as a Social Intelligence Program, involving the world’s biggest focus group