The document discusses how output management and social media are converging. It notes that customers now engage with companies through social media, creating new opportunities for real-time communication and personalized dialog. However, many companies have yet to integrate these social customer interactions into their broader customer relationship and print production processes. The document argues that as social media becomes a more important customer service channel, the gap between social media and output management will need to close.

1. How Output Management is
Responding to Social Media

2. How do they fit together?

3. Two markets joined like Siamese twins
Customer dialog
Social Media Output Management
Dialog
Mass printing
(Social) CRM
Transpromo
Multichannel
Print spooler integration
Processes
Real-time communication
Customer dialog Mail merge

4. 9,600,000,000 minutes
or 6,666,666 days and nights – the time
Germans spent on facebook in May 2011.
22% of the time surfing the Internet
was dedicated to social media
24% of all users spent more time on
social media networks than emailing
82% of all users feel that written
correspondence via conventional or
digital media is not adequately
personalized

5. “In the future, everyone will be world-famous for 15 minutes,” Andy Warhol, 1986
The consumer is a reporter, blogger, critic, fan, or pop star
Brands are in the spotlight
Consumers take center stage
1950 1960 1970 1980 1990 2000 2010
ADAPTED FROM WILDFIRE AGENCY

6. PARTNERS
TIF
GIF
JPG
PROSPECTIVE BUYERS
COMPETITORS
COMPANIES
Unternehmen
AFP
CUSTOMERS

7. The COST
of INACTION! If customer enquiries via the social
media go unanswered, consumers
revert to much more expensive
channels.
$20
$15
$10
$5
Social
Media
Sources: LG / CLICKFOX, „Social Media: An Emerging Customer Service Channel“

8. low
high
Dialog
Telco
Travel
Aviation
Automotive
High-tech
Energy
E-Commerce
Finance
The gap
in customer dialog

9. Early adopters
sought
Output Management
Social Media
Technology Life Cycle
Source: Chart adapted from the “Technology Adoption Curve” by Joe M. Bohlen, George M. Beal and Everett M. Rogers

10. Communication platform CRM/ERP system
Social media Social media
Social Media Social media
chat cockpit
Chat analyzer
Instant
messenger
Web page
chat Search
Social profiles
social networks
facebook facebook Open
Twitter
chat graph API social API

11. INSEPARABLE …

12. Manfred Iske
Sales Manager
Tel: +49 (0) 721 66 592 - 05
Cell: +49 (0) 174 18 80 - 487
Fax: +49 (0) 721 66 592 - 01
Email: manfred.iske@legodo.com
Twitter: twitter.com/legodo
facebook: facebook.com/legodo
Xing: xing.com/Manfred_Iske
Web: www.legodo.com
Photo credits:
©iStockphoto.com/ThomasVogel | ©iStockphoto.com/prapassong | ©iStockphoto.com/GlobalP | ©iStockphoto.com/YinYang APA/The Times, Tom Reed