using technology and social media effectively for good customer service. Slides companion to session at USG Staff Council Conference by robin fay, georgiawebgurl@gmail.com

1. Using Technology to Improve Customer Service Use social media like FaceBook, Twitter, and blogs to engage withyour customers; be productive with Google Documents; learnmobile tips & tricks like the e-mail address of your cellphone andusing your phone to read barcodes, UPCs, and QRcodes. robin fay aka georgiawebgurl, 10/2011

2. Using Technology to Improve Customer Service robin fay / georgiawebgurl @ robinfay.net, twitter, linkedin, google+ robin fay aka georgiawebgurl, 10/2011

4. Customization and personalization

5. Mobile, mobile, mobile

6. smaller screens

7. The rise of gadgets that can interact with the web and others without being on the web

8. GPS/Directions

9. Posting pix directly from cameras

10. Smaller screens

11. Apps vs. just web

12. Buying using a cell phone robin fay aka georgiawebgurl, 10/2011

14. Take away information - QR Codes, saved maps, etc.

15. Broadband + Wifi - more access everywhere - more instaneous

16. Webcams and inexpensive HD quality

17. Security and privacy issuesrobin fay aka georgiawebgurl, 10/2011

18. Using Technology to Improve Customer Service nearly three-quarters (73%) of American cell phone owners are texting, and nearly a third (31%) prefer texting to talking. - Pew Internet Research, Sept. 2011 65% of American use social media sites like Facebook or Twitter - August 2011 ..but search is still the number 1 activity online. robin fay aka georgiawebgurl, 10/2011

19. Using Technology to Improve Customer Service robin fay aka georgiawebgurl, 10/2011

21. provide services that are relevant to them.

22. Make the best use of our time through tailoring services and products while using resources efficientlyrobin fay aka georgiawebgurl, 10/2011

24. Mobile

25. The web (our website)Since most of us have a website and hopefully a web editor, we’ll focus on Social Media & Mobile.

26. Using Technology to Improve Customer Service Facebook Pages robin fay aka georgiawebgurl, 10/2011

28. allow a relationship without invading personal privacy (Like!)

29. are a powerful communication, promotion and information tool

30. subscribable!

31. provide tools such as widgets to use on your website

32. are publicly indexed on the web

33. can be shared with others outside of Facebook

34. can be designed using Iframes and widgets to provide a more customized interface

35. help establish identity and brand

36. can be a centralized presencerobin fay aka georgiawebgurl, 10/2011

37. Using Technology to Improve Customer Service Twitter robin fay aka georgiawebgurl, 10/2011

39. ease of rebroadcast

40. subscribable

41. can be like shouting in the wind

42. good for immediate information and resource sharing

43. its own language and simplified privacy settings (public or private)

44. focus on real time

45. Various 3rd party tools for twitter statsrobin fay aka georgiawebgurl, 10/2011

47. Google+ has recently been rolled out which can include Picasa Web Albums, Google Buzz, Youtube & more – social media the Google way

48. Google documents can be used to collaborate and share work including presentations such as this

49. Google calendars can be used to share scheduling and events

50. All Google products are cloud based except for the Picasa Image Editor (although the album are web based)robin fay aka georgiawebgurl, 10/2011

52. PodcastAlley (podcasts)

53. Flickr, Picasa Web Albums

54. Google+

55. Tumblr, Blogger (Blogging)

56. Myspace , PageFlakes,& more Find what works for your community and focus on your community. robin fay aka georgiawebgurl, 10/2011

58. Look for links back to your content, shares on Facbook, RTs on Twitter, etc.

59. Social media can be used to:

60. respond to criticism

61. communicate directly

62. promotion of events

63. pr

64. get feedback

65. find testers/survey takers

66. get help to promote your content (go viral!) robin fay aka georgiawebgurl, 10/2011

68. Klout

69. Facebook Pages statistics

70. Google alerts

71. Website statistics – referring links, traffic, etcrobin fay aka georgiawebgurl, 10/2011

73. Always doublecheck preferences or options in any social media site.

74. Think about the information you give away. Use a “throwaway” email address for personal use; use a generic departmental email when participating on behalf of your institute.

75. Don’t make your private life public (unless that is your goal). Be aware of social networking etiquette.

76. Be aware of your department’s social media policies and practices.

77. ..and always be aware of USG and your institution’s computer usage policies. robin fay aka georgiawebgurl, 10/2011

79. Automate when possible (one post> to multiple sites)

80. Automatically send blog posts directly to a twitter account> twitterfeed.com

81. Selectively send twitter to post as facebook status: selectivetweets app in fb ; then add #fb to the end of a tweet

82. Automatically send blog posts to facebook> Use networkedblogs app in facebook (need to setup account at networkedblogs, too)

83. Schedule time for creating content and engaging with audience

84. Spellcheckers and other plugins

85. See my “Automating your social media” for information about specific tools robin fay aka georgiawebgurl, 10/2011

87. If you have a smartphone with a camera, you can use it get information via QRCodes or even barcodes .If you don’t have a smartphone, you can still take advantage of texting features including blogging, tweeting, the weather and even movie times! robin fay aka georgiawebgurl, 10/2011

89. Using an app like Barcode scanner – you can scan a QR Code and get all sorts of info. QRCodes can load information into your address book, provide maps & directions, look up prices – all sorts of things.

90. You can even create QRCodes for your business cards: http://www.the2dcode.com/qr-code-generatorrobin fay aka georgiawebgurl, 10/2011

91. Using Technology to Improve Customer Service Besides apps on smartphones any phone that can text has an email address… which is really useful! Your cellphone's email address 10 digit phone number @ the domain from your service provider. Alltel : [10-digit phone number]@message.alltel.com Boost: [10-digit phone number]@myboostmobile.com Tmobile: [10-digit phone number]@tmomail.net Verizon: [10-digit phone number]@vtext.com List at http://sms411.net/how-to-send-email-to-a-phone/ . robin fay aka georgiawebgurl, 10/2011

92. Using Technology to Improve Customer Service Another way to find your mobile email address: Compose a text message from your cell/mobile and send it to your email address. From the email you received you can find your cell phone’s email address. When you send the SMS from your computer, the first 160 characters will be delivered and the subject of the email is also counted towards this.

94. Text "pollen" + ZIP code or city name + GA to 42278 or 78676 for a one time alert (or subscribe below).

95. Complete list http://www.weather.com/mobile/customtextmessaging.html Reply "STOP" to any message (to end). Note: Not offered for Sprint/Nextel, Boost Mobile, and Virgin Mobile robin fay aka georgiawebgurl, 10/2011

96. Using Technology to Improve Customer Service Texting – smart texting for most phones Search Google: Text message your search query to 466453 (GOOGLE) > Google will text you back results. Blog via text (Blogger): Send an SMS text message with the word “REGISTER” to 256447 (BLOGGR) Movie times: text your zip code to FNDGO (36346) or “m” plus your zip to 4INFO (44636), you’ll get a text message back with movie show times in your area (US only).

97. Using Technology to Improve Customer Service Our customers and community are in social media and using technology – we need to be using it too! Materials used All available at http://www.delicious.com/georgiawebgurl/social_media_training_materials Also, please check slideshare.net/robinfay/ for lots more on identity and social media. Thanks! Questions? georgiawebgurl@gmail.com @twitter @linkedin @delicious robin fay aka georgiawebgurl, 10/2011