PlayBook - The soul of engagement is quite simple: Connect...

Info iconThis preview shows pages 1–7. Sign up to view the full content.

View Full Document Right Arrow Icon
3 7/30/10 - Copyright © 2010 Radian6 The soul of engagement is quite simple: Connect with people to build relationships that are mutually beneficial and emotionally fulfilling. That’s not a hard concept to grasp; in fact, it’s in our very nature to do this, as social beings. But when you put engagement in the context of the social web, then tack business use onto the end, quite a few questions and concerns pop up that can make the thought of engagement on a company-wide – or even department-wide – scale overwhelming at best. In today’s world, though, online engagement can’t be ignored or brushed under the rug. It needs to be welcomed with open arms, but not without caution – it’s okay to put a microscope to engagement. In fact, it’s necessary. Engagement is very much a personal thing, and that means personal to your organization, too.
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
7 7/30/10 - Copyright © 2010 Radian6 Alert your company of issues as they occur, with sufficient detail to quickly identify how to respond. Understand the amount and nature of conversation surrounding your company in the digital communications space. Report and track metrics over time to measure the impact of your company’s reputation and engagement in social media. Understand the Competitive Landscape
Background image of page 2
In your topic profile configuration screen, select the languages you want to monitor and all media types to cover as much feedback as possible. Topic Profile name Purpose Your TP Name To track online mentions of your company with associated spellings Your Company Alerts To track online mentions of keywords you want to be alerted about regularly. Competitive Reporting To track online mentions of competitors with associated spellings.
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
9 7/30/10 - Copyright © 2010 Radian6 Your company will monitor online conversations surrounding your brand to determine if engagement/response is required. On topic post is found Operator reviews the content to answer the following questions: What product are they discussing? What is the theme of the conversation? Can they be added to our CRM system as a contact/lead? What is the source, and is it considered influential? What is the general sentiment/tone?
Background image of page 4
10 7/30/10 - Copyright © 2010 Radian6 Engagement Stage Options New Content Not reviewed – Default when an on topic post is found Reviewed, Determining Best Response – Qualified post, assigned to appropriate employee for possible response Recommend Follow up – To be managed by assignee Commented, Awaiting Reply – To be managed by assignee Commented Closed -- To be managed by assignee Referred – To be managed by assignee Resolved, no further action required – To be managed by assignee Reviewed, Closed, no response needed – To be managed by assignee
Background image of page 5

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
7/30/10 - Copyright © 2010 Radian6 Priority Options Rating Definition No Priority Specified Standard on-topic post, default setting Low Interesting blog/forum post, general comments Medium On-topic post about competitor’s business/complaints/ compliments High Potentially damaging, crisis
Background image of page 6
Image of page 7
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 11/10/2010 for the course COMM 198126 taught by Professor Fromm during the Spring '10 term at Alexandria Technical College.

Page1 / 26

PlayBook - The soul of engagement is quite simple: Connect...

This preview shows document pages 1 - 7. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online