Radian6_PlayBook - Radian6 Monitoring and Engagement...

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Radian6 Monitoring and Engagement Playbook
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Table of Contents 2 7/30/10 - Copyright © 2010 Radian6 Introduction Objectives Topic Profile Setting and Details Workflow Macros in Engagement Console Escalation Posts Assignment Engagement Reporting 3 - 6 7 8 9 -16 17 18 19 - 21 22 - 30 31 Slide
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Intro: Social Media, the Radian6 Way 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.
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Intro: Social Media, the Radian6 Way 4 7/30/10 - Copyright © 2010 Radian6 In the business world, making sense of online engagement needs to include discussions around employee engagement policies and guidelines, the establishing of process around engagement that make it scalable throughout your organization, and, most importantly, and the framing up of what engagement actually means in the context of your business. This playbook is part of our own engagement strategy and is tailored specifically to Radian6 internal processes that include the use of our dashboard and Engagement Console. We wanted to share this with you to a.) get you thinking about how your own engagement process might come together, and b.) help you understand the real nuances of company engagement on a very granular level.
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Intro: Social Media, the Radian6 Way 5 7/30/10 - Copyright © 2010 Radian6 Before we let you dig in, though, it’s important we lay out some additional context and caveats for this playbook: As stated above, our internal process, and thus our playbook, leans heavily on the use of our own tools, and is tailored to make sure we’re meeting our own goals and objectives for social media engagement. Your goals and monitoring tools might differ, and that needs to be taken into consideration when planning your own engagement strategy. To that end, take this playbook as an example and inspiration for your own plans. We’ll be generalizing some of the playbook content on our blog throughout the next month, to offer up a different, perhaps easier perspective for our community to think on.
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Intro: Social Media, the Radian6 Way 6 7/30/10 - Copyright © 2010 Radian6 A good chunk of our monitoring strategy is focused on Twitter, because of the real-time, fast-paced nature of the platform. We
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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.

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Radian6_PlayBook - Radian6 Monitoring and Engagement...

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