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Online Community & Social Media Compensation | Online Community. Back to Basics: Ecosystem Research – Find Your Community  | Onli. Social Media Today | How 5 Top Companies Win With Twitter. Last week at Socia Media Breakfast, I learned that AT&T has 15 Customer service reps and a full-time analyst dedicated to Twitter. This got me thinking about how businesses organize, scale and manage a large Twitter presence.

I looked at 5 case studies for 5 different approaches: 1.) Organize by Customer Services Reps: AT&T AT&T sends ~1,000 tweets per day per rep (15 full-time customer care reps). They have 14 Twitter Accounts for service plus a handful of content specific accounts (e.g. 2.) Microsoft organizes and scales Twitter by product or business unit. 3.) Whole Foods has a massive Twitter presence with more than 200 total handles. 4.) Although BuddyTV is considerably smaller than the other case studies, they have a large and highly effective Twitter presence. 5.) With their unique (and well publicized) Twelpforce initiative, BestBuy basically put the entire company to work on Twitter.

Follow-up Questions How will companies organize and scale social media internally? Developing a Social Strategy: Slides and Webinar Recording –Shar. Yesterday, we had the second in a three part webinar series about social strategy. The first, which you should listen to, focuses on understanding customers though socialgraphics. The following slides and recorded webinar (a bit faint, so be sure turn it up) are intended to be the foundation for companies of all sizes to develop a strategy based on business objectives –not the latest technology. We believe in Open Research and encourage our knowledge to become the foundation for growth of ideas, and encourage you to learn, share on your blog, and put into educational materials.

Those that offer social services or technologies, should consider embedding this on their site, and using to quickly educate prospects and clients –furthering the industry forward. The Social Strategy Trilogy Part 1: Socialgraphics help you to understand your customers Part 2: Developing a Social Strategy (You’re here now) Part 3: Getting your company ready. Is It Worth It? An ROI Calculator for Social Network Campaigns - A couple of years ago I put together this "social network" calculator as a free resource to assess the opportunity cost of recruiting email subscribers and donors online. It was ahead of its time and may still need some tweaking, but the basic assumptions hold true - if you're paying staff to spend time on social networks and the end goal is list-growth or dollars, then this tool is for you. Enter the cost per hour of your staff, and other basic web and email metrics, and you can get a realistic snapshot of how you're doing.I'll preempt the typical response of "well, there are other intangibles and other types of ROI" by saying that if that's your world, that's fine, you're right - there are interesting and good things that happen as a result of social media, and you should do it, but I wouldn't expect a lot of direct response in terms of dollars, and you might want to hold off if you haven't done some of the basics, first.

So... let 'er rip. Bring on the peer review. Cheers, Google Buzz: 5 Opportunities for Small Businesses. This post originally appeared on the American Express OPEN Forum, where Mashable regularly contributes articles about leveraging social media and technology in small business. Just when you thought you had social media figured out, Google has shaken things up with a new entrant into the market: Google Buzz.

It’s integrated into Gmail, which means right out of the gate it potentially has an audience of tens of millions of people. As such, it could eventually prove as important to your business as the other services we’ve seen prosper in the past few years. If you’ve spent much time on social media sites, many of the features will look familiar, as Buzz combines elements of Twitter, Facebook, and the quickly rising Foursquare. But there are some subtleties that make Buzz unique, and in turn create opportunities that you should familiarize yourself with –- if not start to take advantage of –- as soon as possible. 1. 2. 3. 4. 5.

So is it time to jump head first into Buzz? 5 Fantastic Facebook Fan Page Ideas to Learn From. This post originally appeared on the American Express OPEN Forum, where Mashable regularly contributes articles about leveraging social media and technology in small business. So your business is on Facebook, and brand engagement is up thanks to some savvy social media strategy. You may even be interested in further distinguishing your brand by building a custom landing page for your account. But what kind of value does a custom Facebook Fan Page offer? What are your fans looking for on a social network that they can't get from your business website? Interactivity Social networks are not passive, so your Facebook landing page shouldn't be either. Facebook is all about sharing, and The Gap has an ingenious promotion on the Baby Gap tab of their Fan Page. This kind of campaign provides a wealth of free, user-generated content that displays Gap products, and best of all, the functionality of photo uploading is already built into Facebook — no development necessary.

Deals! Conclusion. Facebook Measurement and Analytics. With consumers active in your mobile, social and online properties, it’s easy to feel overwhelmed by data. You can stay focused with Webtrends Multi-Channel Measurement, which includes a unified analytics dashboard that shows you customer activity across every digital channel. A team of Webtrends experts will help you interpret your results and transform them into a measurement strategy that’s right for you. This is more than analytics. It’s an all-in-one solution that helps you understand consumer behaviors so you can create relevant experiences for all of your customers. Use less guesswork, get more customers. Technologies may be new and ever-evolving, but some things never change. The Science of Building Trust With Social Media.

The Internet-era has made establishing trust an increasingly complicated issue. Our finely tuned ability to read facial expressions does not apply to e-mail, and emoticons are, at best, an imperfect substitute for sarcastic inflection (raise your hand if you’ve ever gotten into trouble for typing something that was meant to be a joke). So, how can we establish trust when our online identities are often little more than an avatar and few lines of text? Fortunately, some in the scientific community have taken it upon themselves to help us through the confusion.

Through both laboratory studies and field observation of people conversing over the Internet, scientists can survey when participants are likely to trust word-of-mouth or stab an absent colleague in the back. I sat down with a leading figure in this field, Professor Judy Olson, to talk about the essentials of building trust with digital communication.

The Psychology of Trust Responsiveness Is Key for Digital Communication Conclusion. How the Resort Industry is Using Social Media. A growing number of resort and spa destinations are spreading their wings and reaching a wider customer base via social media. With the help of social networking platforms and niche bloggers, vacation spots are broadening their branding efforts from the sand to the slopes, and connecting with potential patrons they may not have reached through traditional advertising. Here's a look at some of the social strategies these getaway companies are employing and what we can learn from their success. Online Dedication Ski resorts in particular are taking advantage of online opportunities to communicate with their communities and reach beyond their usual demographic.

World-famous mountain resort company Vail Resorts is so dedicated to new outreach methods that it has shifted 80% of its marketing budget to digital production and social media strategy. "A lot of the people here higher up don't necessary understand social media," said Bowling. Offline Action More social media resources from Mashable: Global Social Media Checkup. Viralheat | Social media monitoring and analytics. HOW TO: Build a Facebook Landing Page for Your Business. This post originally appeared on the American Express OPEN Forum, where Mashable regularly contributes articles about leveraging social media and technology in small business. Facebook is known for its uniformity. You can post all sorts of content, but the actual design and layout of your profile is the same as everyone else's.

But with Facebook Fan Pages and the array of apps you can plug into them, there are a few ways you can customize what people see when they land on your Page. You've probably seen custom Fan Pages like those of Best Buy and Victoria's Secret. When you land there, you start on what is essentially a mini website within Facebook, instead of the Page's wall or feed. These are often used to promote deals, call attention to new products, or simply welcome visitors with an attractive branded splash page.

More business resources from Mashable: HOW TO: Deal With Negative Feedback in Social Media. This post originally appeared on the American Express OPEN Forum, where Mashable regularly contributes articles about leveraging social media and technology in small business. We often say that social media is a conversation, and what we mean by that is unlike traditional broadcast and print mediums, which are often one-directional, social media is very much a two-way channel. Not only can businesses communicate with their customers, but their customers can communicate with them and with each other, as well.

By and large, this type of communication is a good thing — businesses can form more personal relationships with customers and customers can become part of a community around the brands and businesses they want to support. However, when you open the conversation up to anyone, you can also potentially invite negative criticism that you need to be prepared to deal with. Here's a quick guide to dealing with negative feedback on social media. Identify the Type of Feedback. Building Social-Ready Organizations. Are you friending, linking, tweeting and blogging? Social media is driving a wave of human interaction around the world. My @AlanSee twitter page currently references over 4,300 tweets and nearly 7,100 followers.

Those are fairly low numbers when compared to many avid twitter users; although high enough to rank in the top one percent of users according to Twitter Grader. But what does it all mean? Do social media sites encourage people to concentrate on their number of connections rather than build actual relationships? Is social media best used by individuals; or will it really change the way organizations engage their customers? And what about the ROI; is the return on relationships something that can (or should) be measured? Some marketer’s are still eager to list the reasons why they don’t believe in social media platforms: 1. 2. 3. Many organizations tend to fall in the following broad categories as it relates to the key transformation areas above: Using Twitter Search for Business. I spend a lot of time in Twitter search. I do it for several purposes. One is for my client partners. For instance, if I’m thinking of ways to do things for MolsonCoors, I might start up searches on various beer brands to get some competitive analysis.

I might start figuring out if there are location-specific tweets about Molson products. For instance, during the Vancouver Olympics, I might have found several people tweeting about their beers while out and about enjoying the events. I could do something with that. But there are lots of ways to use it. Do you want to know who’s talking about burgers near San Francisco? Want some negative proof? Maybe you’re in pharma? There are lots more opportunities to consider. Oh that Twitter. Bonus Round Save your searches. And you? ChrisBrogan.com runs on the Genesis Framework The Genesis Framework empowers you to quickly and easily build incredible websites with WordPress.

Become a StudioPress Affiliate. The Future of the Internet IV | Pew Research Center's Internet & Overview of responses In an online survey of 895 technology stakeholders’ and critics’ expectations of social, political and economic change by 2020, fielded by the Pew Research Center’s Internet & American Life Project and Elon University’s Imagining the Internet Center: » Google won’t make us stupid: 76% of these experts agreed with the statement, “By 2020, people’s use of the Internet has enhanced human intelligence; as people are allowed unprecedented access to more information they become smarter and make better choices.

Nicholas Carr was wrong: Google does not make us stupid.” Some of the best answers are in Part 1 of this report. » Reading, writing, and the rendering of knowledge will be improved: 65% agreed with the statement “by 2020 it will be clear that the Internet has enhanced and improved reading, writing and the rendering of knowledge.” » Respondents hope information will flow relatively freely online, though there will be flashpoints over control of the internet. Should anonymous comments be allowed in an online community? | F. Should people be allowed to leave anonymous comments in online communities and forums? It’s a question that has been debated many times and people have different perspectives on it. Some say that “No, if people don’t say who they are then its easy for discussions to get out of hand”, whereas others say “Yes, if you want people to be honest you need to allow them to be anonymous”.

The issue of anonymity when commenting in online communities is actually more complicated than some arguments would suggest. And the answer is both yes and no. What do we mean by anonymity? When talking about anonymous comments we need to consider two types of anonymity: If the commenter should be anonymous to other members of the communityIf the commenter should be anonymous to the site owner and community manager These two aspects of anonymity are often confused.

This of course works both ways – in a successful online community neither party should be anonymous to each other. Social Media Influence: Social Media News & Intellegence » The 1. What is Social Media Management, and Why Should You Care? |... Community Management: The Strategic New IT-Enabled Business Capa. There’s been a lot of discussion in Enterprise 2.0 circles recently on the topic of something known as online community management. While precise definitions of this activity can be hard to find, most generally accept that it involves the functional oversight of social activity on a network to achieve various objectives. These objectives include eliciting participation and knowledge sharing, managing the organization’s community objectives, and providing support as well as the day-to-day maintenance and operation of the community itself. In other words, businesses have traditionally conducted their work in physical settings — or with point-to-point communication tools between locations — and have had employees dedicated to managing their overall operation.

But as the work environment has moved towards an online one where the dominant communication model is social in nature, then a different set of skills, techniques, and processes are required. RSS feeds, advertising and selling attention | Online Journalism. Are You Taking Social Media Shortcuts? | Social Media Marketing. 25 internet marketing facts | Internet Marketing Strategy: Conve. StatusNet | Open Source microblogging service. The 11 Commandments of Corporate Tweeting | The Big Money. Report: Location Sharing Is Coming to Facebook. 10 Steps for Optimizing the Brand for Social Search. Foursquare Testing Analytics Tool, Dashboard for Businesses - me. How to Blog: Choose a Niche for Your Blog [Why Niches are Import. Social Marketing Compensation Research | Online Community Report.

Executing a Content Strategy for Buyers Rese. Social Media Optimization Tools. How Companies are Using Social Media to Make Better Decisions.