social media in the workplace -...
TRANSCRIPT
Social Media in the Workplace
Sample
Corporate Training Materials All of our training products are fully customizable and are perfect for one day and half day workshops. You can easily update or insert your own content to make the training more relevant to participants. Our material is completely customizable and is backed up by a 90 day 100% no questions asked money back guarantee!
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TABLE OF CONTENTS Preface .............................................................................................................................................. 3
What is Courseware? ................................................................................................................................ 3
How Do I Customize My Course? .............................................................................................................. 3
Materials Required ................................................................................................................................... 4
Maximizing Your Training Power .............................................................................................................. 5
Icebreakers ........................................................................................................................................ 6
Icebreaker: Friends Indeed ........................................................................................................................ 7
Training Manual Sample ..................................................................................................................... 8
Sample Module: Listen to Your Customers ............................................................................................... 9
Instructor Guide Sample ................................................................................................................... 17
Sample Module: Listen to Your Customers ............................................................................................. 18
Activities ......................................................................................................................................... 27
Quick Reference Sheets .................................................................................................................... 30
Certificate of Completion ................................................................................................................. 32
PowerPoint Sample ......................................................................................................................... 34
Full Course Table of Contents ........................................................................................................... 41
Preface
What is Courseware? Welcome to Corporate Training Materials, a completely new training experience!
Our courseware packages offer you top-quality training materials that are customizable, user-friendly, educational, and fun. We provide your materials, materials for the student, PowerPoint slides, and a take-home reference sheet for the student. You simply need to prepare and train!
Best of all, our courseware packages are created in Microsoft Office and can be opened using any version of Word and PowerPoint. (Most other word processing and presentation programs support these formats, too.) This means that you can customize the content, add your logo, change the color scheme, and easily print and e-mail training materials.
How Do I Customize My Course? Customizing your course is easy. To edit text, just click and type as you would with any document. This is particularly convenient if you want to add customized statistics for your region, special examples for your participants’ industry, or additional information. You can, of course, also use all of your word processor’s other features, including text formatting and editing tools (such as cutting and pasting).
To remove modules, simply select the text and press Delete on your keyboard. Then, navigate to the Table of Contents, right-click, and click Update Field. You may see a dialog box; if so, click “Update entire table” and press OK.
(You will also want to perform this step if you add modules or move them around.)
If you want to change the way text looks, you can format any piece of text any way you want. However, to make it easy, we have used styles so that you can update all the text at once.
If you are using Word 97 to 2003, start by clicking the Format menu followed by Styles and Formatting. In Word 2007 and 2010 under the Home tab, right-click on your chosen style and click Modify. That will then produce the Modify Style options window where you can set your preferred style options.
For example, if we wanted to change our Heading 1 style, used for Module Titles, this is what we would do:
Now, we can change our formatting and it will apply to all the headings in the document.
For more information on making Word work for you, please refer to Word 2007 or 2010 Essentials by Corporate Training Materials.
Materials Required All of our courses use flip chart paper and markers extensively. (If you prefer, you can use a whiteboard or chalkboard instead.)
We recommend that each participant have a copy of the Training Manual, and that you review each module before training to ensure you have any special materials required. Worksheets and handouts are included within a separate activities folder and can be reproduced and used where indicated. If you would like to save paper, these worksheets are easily transferrable to a flip chart paper format, instead of having individual worksheets.
We recommend these additional materials for all workshops:
• Laptop with projector, for PowerPoint slides
• Quick Reference Sheets for students to take home
• Timer or watch (separate from your laptop)
• Masking tape
• Blank paper
Maximizing Your Training Power We have just one more thing for you before you get started. Our company is built for trainers, by trainers, so we thought we would share some of our tips with you, to help you create an engaging, unforgettable experience for your participants.
• Make it customized. By tailoring each course to your participants, you will find that your results will increase a thousand-fold.
o Use examples, case studies, and stories that are relevant to the group.
o Identify whether your participants are strangers or whether they work together. Tailor your approach appropriately.
o Different people learn in different ways, so use different types of activities to balance it all out. (For example, some people learn by reading, while others learn by talking about it, while still others need a hands-on approach. For more information, we suggest Experiential Learning by David Kolb.)
• Make it fun and interactive. Most people do not enjoy sitting and listening to someone else talk for hours at a time. Make use of the tips in this book and your own experience to keep your participants engaged. Mix up the activities to include individual work, small group work, large group discussions, and mini-lectures.
• Make it relevant. Participants are much more receptive to learning if they understand why they are learning it and how they can apply it in their daily lives. Most importantly, they want to know how it will benefit them and make their lives easier. Take every opportunity to tie what you are teaching back to real life.
• Keep an open mind. Many trainers find that they learn something each time they teach a workshop. If you go into a training session with that attitude, you will find that there can be an amazing two-way flow of information between the trainer and trainees. Enjoy it, learn from it, and make the most of it in your workshops.
And now, time for the training!
Icebreakers
Each course is provided with a wide range of interactive Icebreakers. The trainer can utilize an Icebreaker to help facilitate the beginning of the course, as it helps “break the ice” with the participants. If the participants are new to each other, an icebreaker is a great way to introduce everyone to each other. If the participants all know each other it can still help loosen up the room and begin the training session on positive note. Below you will see one of the icebreakers that can be utilized from the Icebreakers folder.
Icebreaker: Friends Indeed
Purpose
Have the participants moving around and help to make introductions to each other.
Materials Required
• Name card for each person • Markers
Preparation
Have participants fill out their name card. Then, ask participants to stand in a circle, shoulder to shoulder. They should place their name card at their feet. Then they can take a step back. You as the facilitator should take the place in the center of the circle.
Activity
Explain that there is one less place than people in the group, as you are in the middle and will be participating. You will call out a statement that applies to you, and anyone to whom that statement applies must find another place in the circle.
Examples:
• Friends who have cats at home • Friends who are wearing blue • Friends who don’t like ice cream
The odd person out must stand in the center and make a statement.
The rules:
• You cannot move immediately to your left or right, or back to your place. • Let’s be adults: no kicking, punching, body-checking, etc.
Play a few rounds until everyone has had a chance to move around.
Training Manual Sample
On the following pages is a sample module from our Training Manual. Each of our courses contains twelve modules with three to five lessons per module. It is in the same format and contains the same material as the Instructor Guide, which is the shown after the Training Manual sample, but does not contain the Lesson Plans box which assists the trainer during facilitation.
The Training Manual can be easily updated, edited, or customized to add your business name and company logo or that of your clients. It provides each participant with a copy of the material where they can follow along with the instructor.
Sample Module: Listen to Your Customers Your customers are the greatest source of feedback and comments that your company will have. They provide honest and unbiased feedback while giving you more ideas about what they want to see and buy. Customers love to share your brand with other people and social media allows them to do that. If you make the customer happy and allow them to share their opinions online, your customer base will not only grow but will remain loyal.
Social networks are not about websites. They are about experiences.
Mike DiLorenzo
They Provide Great Feedback
When trying to find good feedback from customers, sometimes the best way is to get it ‘straight from the horse’s mouth’. When provided with an outlet, customers are more than willing to share their thoughts and opinions about a company’s products and services, good and bad. They will provide helpful insights to what is and isn’t working, and can provide fresher ideas for the
company. Most importantly, their feedback allows you to better know the needs of your customers and meet their demands to keep them happy and loyal.
Example ways of obtaining customer feedback:
• Opinion cards or surveys
• Personal follow up calls
• Debates and forums online
• Incentives in exchange for a rating
It Makes Them Happy
When customers feel as though they are being listened to and acknowledged, it makes them happier to deal with the company and use its products. Sounds simple, right? However, there is no easy method of calculation to achieve this, a company can always make their customers happy by taking the time to hear their points of view and listen to what they have to contribute. Establish ways to let the customer do the talking and discover ways you can always obtain their feedback. Many
employees affect a customer in some way, and using great customer service to listen to what the consumers have to say is the key to not only making them happy, but it keeps them coming back.
Improves Your Brand
We’ve learned that social media is a great way to expand business and expand your customer database. But what about the company name – the brand? Is it getting around enough? Are other people sharing it as well? While we can share our own brand around several places online, it doesn’t get very far since we can be considered a biased source. Customers are the best way to expand your brand across the web and share it through various social media sites. Happy customers will
share your company and brand with their friends and family and will often post their own positive testimonials with it. When you take the effort to listen to your customers and invest in what they have to say, they will take their time to invest in you and share their results with everyone they know.
Improves Product Development
Sometimes we need a little help deciding how to start something or get a product off the ground. Your customers can help! Many companies offer some sort of forum or survey application where customers can give their insights and opinions about not only current products, but on new product ideas as well. Once you know what product or products you want to hear about, you can establish several different types of ways to collect it, such as posing a question on the website or offering an
open chat room for customers to exchange ideas. Since customers think in different ways, using different methods can give everyone a chance to speak. Customers know what they want, and they can tell you if they are getting what they want or if they need you to develop something they will love even more!
Case Study
Jeremy was reviewing the customer comments about one of the juice products. He noticed one in particular, from customer Kay, who claimed that she loved the beverage and the company, but wanted to know if the drink came in various sizes. She apparently used the beverage for parties and family events and wanted to know if she could buy the juice in larger bottles. Jeremy thought this was a great idea and decided to write Kay back and thank her for her feedback. He thanked her for her
opinions and let her know that he thought she made a valid point, so he was going to send this information to his supervisor to look into it.
Shortly after, Kay wrote Jeremy back and was very pleased that someone had read and noticed her comment out of all the other posts. Kay exclaimed that she will continue using the juice drink and would be sure to tell her friends not only about the great product, but the company’s great customer service!
Sample Module: Review Questions
1. What is one way customers can provide feedback?
a) Using survey cards or forms b) Writing it in a journal c) Telling a friend about it d) Do nothing
2. Why is customer feedback valuable?
a) It provides the employees something to do b) It lets the customer practice good grammar c) It provides customer opinions and insights d) It helps the company stay out of trouble
3. Customers feel happy when they are heard and _____________.
a) Humored b) Acknowledged c) Cataloged d) Given a discount
4. The level of customer service can affect what?
a) Employee benefits b) How often customers buy things c) Manager duties d) How customers feel
5. A brand is expanded and improved online when people do what?
a) Hide it from others b) Share it with other people c) Lie about it d) Use a coupon
6. What is the best method of improving a company brand on social media?
a) Customer sharing b) Posting a picture c) Employee based article d) Employee sharing
7. How can customers help future product development?
a) By providing project names b) By working directly with employees c) By providing insights on what they want to see d) By boycotting current products
8. Customers are a key part of product development because why?
a) They have good ideas for new names b) They can test the product for free c) They know what they like and want d) They know what their friends like and want
9. Kay was complimenting what kind of product the company made?
a) One of their frozen dinners b) Their new can labels c) One of their juice drinks d) Their new mini fruit cups
10. What was the first think Jeremy did to please the customer, Kay?
a) He talked to his supervisor about it b) He deleted her message c) He called her to tell her where to buy the juice d) He responded to her message to thank her for her opinions
Instructor Guide Sample
On the following pages is a sample module from our Instructor Guide. It provides the instructor with a copy of the material and a Lesson Plans box. Each Instructor Guide and Training Manual mirrors each other in terms of the content. They differ in that the Instructor Guide is customized towards the trainer, and Training Manual is customized for the participant.
The key benefit for the trainer is the Lesson Plan box. It provides a standardized set of tools to assist the instructor train that particular lesson. The Lesson Plan box gives an estimated time to complete the lesson, any materials that are needed for the lesson, recommended activities, and additional points to assist in delivering the lessons such as Stories to Share and Delivery Tips.
Sample Module: Listen to Your Customers Your customers are the greatest source of feedback and comments that your company will have. They provide honest and unbiased feedback while giving you more ideas about what they want to see and buy. Customers love to share your brand with other people and social media allows them to do that. If you make the customer happy and allow them to share their opinions online, your customer base will not only grow but will remain loyal.
Social networks are not about websites. They are about experiences.
Mike DiLorenzo
They Provide Great Feedback
When trying to find good feedback from customers, sometimes the best way is to get it ‘straight from the horse’s mouth’. When provided with an outlet, customers are more than willing to share their thoughts and opinions about a company’s products and services, good and bad. They will provide helpful insights to what is and isn’t working, and can provide fresher ideas for the
company. Most importantly, their feedback allows you to better know the needs of your customers and meet their demands to keep them happy and loyal.
Example ways of obtaining customer feedback:
• Opinion cards or surveys
• Personal follow up calls
• Debates and forums online
• Incentives in exchange for a rating
Estimated Time 10 minutes
Topic Objective Review the importance of customer feedback.
Topic Summary
They Provide Great Feedback
Discuss how customers can deliver feedback through different methods and how it affects the company.
Materials Required 20-Ways to Gather Customer Feedback
Planning Checklist None
Recommended Activity Complete the worksheet individually. Share your answer with the rest of the class.
Stories to Share Share any relevant personal stories.
Delivery Tips Encourage everyone to participate.
Review Questions How does social media allow customers to give valuable feedback to the company?
It Makes Them Happy
When customers feel as though they are being listened to and acknowledged, it makes them happier to deal with the company and use its products. Sounds simple, right? However, there is no easy method of calculation to achieve this, a company can always make their customers happy by taking the time to hear their points of view and listen to what they have to contribute. Establish ways to let the customer do the talking and discover ways you can always obtain their feedback. Many
employees affect a customer in some way, and using great customer service to listen to what the consumers have to say is the key to not only making them happy, but it keeps them coming back.
Estimated Time 10 minutes
Topic Objective Discuss the effects of happy customers on company business
Topic Summary
It Makes Them Happy
Discuss how making the customers happy improves company business and customer loyalty.
Materials Required Flipchart/dry erase board, markers
Planning Checklist None
Recommended Activity Ask the class to identify the ways company can make their customers happy. Then realize how the happy customers in return benefit the company. Write their answers on the flip chart or dry erase board.
Stories to Share Share any relevant personal stories.
Delivery Tips Encourage everyone to participate.
Review Questions What are some things a company can do to make their customers happy?
Improves Your Brand
We’ve learned that social media is a great way to expand business and expand your customer database. But what about the company name – the brand? Is it getting around enough? Are other people sharing it as well? While we can share our own brand around several places online, it doesn’t get very far since we can be considered a biased source. Customers are the best way to expand your brand across the web and share it through various social media sites. Happy customers will
share your company and brand with their friends and family and will often post their own positive testimonials with it. When you take the effort to listen to your customers and invest in what they have to say, they will take their time to invest in you and share their results with everyone they know.
Estimated Time 10 minutes
Topic Objective Discuss how a brand improves over social media.
Topic Summary
Improves Your Brand
Discuss and review the different ways a brand is shared online and why customers are a big part of that.
Materials Required 21-Improving Your Brand
Planning Checklist None
Recommended Activity Complete the handout individually. Share your answer with the rest of the class.
Stories to Share Share any relevant personal stories.
Delivery Tips Encourage everyone to participate.
Review Questions What is one way people share a brand across social media sites?
Improves Product Development
Sometimes we need a little help deciding how to start something or get a product off the ground. Your customers can help! Many companies offer some sort of forum or survey application where customers can give their insights and opinions about not only current products, but on new product ideas as well. Once you know what product or products you want to hear about, you can establish several different types of ways to collect it, such as posing a question on the website or offering an
open chat room for customers to exchange ideas. Since customers think in different ways, using different methods can give everyone a chance to speak. Customers know what they want, and they can tell you if they are getting what they want or if they need you to develop something they will love even more!
Estimated Time 10 minutes
Topic Objective Discuss the effects of happy customers and product development.
Topic Summary
Improves Product Development
Discuss how customers can offer feedback and insights to aide in product and service development.
Materials Required Flipchart/dry erase board, markers
Planning Checklist None
Recommended Activity
Ask the class to identify the ways company can use customer feedback, opinions and insights to help develop new products and services. How do customers contribute to this process? Write their answers on the flip chart or dry erase board.
Stories to Share Share any relevant personal stories.
Delivery Tips Encourage everyone to participate.
Review Questions What some ways companies can gain insight from customers for better product development?
Case Study
Jeremy was reviewing the customer comments about one of the juice products. He noticed one in particular, from customer Kay, who claimed that she loved the beverage and the company, but wanted to know if the drink came in various sizes. She apparently used the beverage for parties and family events and wanted to know if she could buy the juice in larger bottles. Jeremy thought this was a great idea and decided to write Kay back and thank her for her feedback. He thanked her for her
opinions and let her know that he thought she made a valid point, so he was going to send this information to his supervisor to look into it.
Shortly after, Kay wrote Jeremy back and was very pleased that someone had read and noticed her comment out of all the other posts. Kay exclaimed that she will continue using the juice drink and would be sure to tell her friends not only about the great product, but the company’s great customer service!
Estimated Time 10 minutes
Topic Objective Outline the Listen to Your Customers case study
Topic Summary Case study
Review tips and advantages of listening to your customer base.
Materials Required None
Planning Checklist None
Recommended Activity Discuss the results of the case study. How was Jeremy attending to the customer?
Stories to Share Share any relevant personal stories or experiences.
Delivery Tips Encourage everyone to participate.
Review Questions What did Kay promise to do that would help the company?
Sample Module: Review Questions
1. What is one way customers can provide feedback?
a) Using survey cards or forms b) Writing it in a journal c) Telling a friend about it d) Do nothing
Customer survey cards or forms are a popular way to gather customer feedback. They can be done over the phone, online or even through the postal mail.
2. Why is customer feedback valuable?
a) It provides the employees something to do b) It lets the customer practice good grammar c) It provides customer opinions and insights d) It helps the company stay out of trouble
Customer feedback is very valuable to the company because it offers the customer’s opinion on current services and gives them insights on what they could develop.
3. Customers feel happy when they are heard and _____________.
a) Humored b) Acknowledged c) Cataloged d) Given a discount
Customers feel happy with their company when they feel as though they are being heard and acknowledged when they give feedback.
4. The level of customer service can affect what?
a) Employee benefits b) How often customers buy things c) Manager duties d) How customers feel
The level of customer service a company offers can affect how happy and loyal their customers are. This can include how they respond to employee questions and how they process customer feedback.
5. A brand is expanded and improved online when people do what?
a) Hide it from others b) Share it with other people c) Lie about it d) Use a coupon
The best way to improve or expand your brand online is to ensure that people are sharing it with other people, possibly using social media sites.
6. What is the best method of improving a company brand on social media?
a) Customer sharing b) Posting a picture c) Employee based article d) Employee sharing
Current customers are the best method or improving a brand because happy customers are more likely to share your brand with other people they talk to online.
7. How can customers help future product development?
a) By providing project names b) By working directly with employees c) By providing insights on what they want to see d) By boycotting current products
Customers can help future product and services development by providing feedback, opinions and insights about what they do or don’t like and what they want to see in the future.
8. Customers are a key part of product development because why?
a) They have good ideas for new names b) They can test the product for free c) They know what they like and want d) They know what their friends like and want
Customers’ opinions and feedback are some of the best tool for future product and/or service development because they know firsthand what they want.
9. Kay was complimenting what kind of product the company made?
a) One of their frozen dinners b) Their new can labels c) One of their juice drinks d) Their new mini fruit cups
Kay wrote to the company and was stating how much she loved the product before making a suggestion for bigger bottles.
10. What was the first think Jeremy did to please the customer, Kay?
a) He talked to his supervisor about it b) He deleted her message c) He called her to tell her where to buy the juice d) He responded to her message to thank her for her opinions
When Jeremy received the message, he wrote Kay back and thanked her for her valuable opinions and compliments. This will make Kay feel great about submitting her ideas and thoughts to the company.
Activities
During the facilitation of a lesson Worksheet or Handout may be utilized to help present the material. If a lesson calls for a Worksheet or Handout it will be listed in the Lesson Plan box under Materials Required. The trainer can then utilize the Activities folder for the corresponding material and then provide it to the participants. They are all on separate Word documents, and are easily edited and customized.
Below you will see the Worksheets or Handouts that are utilized during the training of the above lesson. They are located in the Activities folder and can be easily printed and edited for the participants.
Sample Worksheet: Ways to Gather Customer Feedback
Use the space below to outline ways you can help customers better give their feedback to the company, such as filling out a survey form or calling a manager.
Method #1: ___________________________________________________________________________
Method #2: ___________________________________________________________________________
Method #3: ___________________________________________________________________________
Method #4: ___________________________________________________________________________
Method #5: ___________________________________________________________________________
Sample Worksheet: Improving Your Brand
Use this handout to help you determine how you can improve your brand on the internet and on social media sites. Recognize that while the customer does the majority of brand sharing, note what you can do to help.
How does our brand improve in social media? ______________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
What can I do to help? __________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
What goals do I want to see for our brand? _________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Quick Reference Sheets
Below is an example of our Quick reference Sheets. They are used to provide the participants with a quick way to reference the material after the course has been completed. They can be customized by the trainer to provide the material deemed the most important. They are a way the participants can look back and reference the material at a later date.
They are also very useful as a take-away from the workshop when branded. When a participant leaves with a Quick Reference Sheet it provides a great way to promote future business.
Nothing Offensive
One of the most common rules of a social media policy is that employees and users are not to post any kind of content that can be offensive to other parties. Posting offensive material can cast a bad light on the company and give the public the wrong image.
Common materials that has the ability to be offensive:
• Discriminating material
• Nude or sensual photos
• Posts with crude or graphic language
• Religious or political information
Password Rules
Most importantly with social media sites, remember to uncheck the box that usually reads ‘Remember me’ or ‘Keep me logged in’ option that is visible when you sign in. This box stores your login name and password, which can make it easier for online hackers to steal passwords and invade your profile. This feature also keeps you logged in even after you have left, which can allow someone else to post as you or alter your profile information.
Password Tips:
• Passwords should be complex and hard to guess – about 8-15 characters long with numbers
• Change passwords every so often to ensure they are safe
• Never give your password to any site to someone directly
• Do not use the ‘Remember me’ or ‘Keep me logged in’ features
Stop and Think Before You Post
One of the best tools to prevent negative consequences to the company is to stop and think about something before you decide to post it. Before posting a photo or new article, think about how it will affect you and your employer. Will it appear negative or offensive? Is it something you should be sharing online? If there is any doubt in your mind, don’t post it.
Things to ask yourself before posting:
• How will this make me look?
• How will this look on the company?
• Will the breach company policy?
• Will this share any unnecessary information?
Social Media in the Workplace
www.corporatetrainingmaterials.com © Corporate Training Materials
Certificate of Completion
Every course comes with a Certificate of Completion where the participants can be recognized for completing the course. It provides a record of their attendance and to be recognized for their participation in the workshop.
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PowerPoint Sample
Below you will find the PowerPoint sample. The slides are based on and created from the Training Manual. PowerPoint slides are a great tool to use during the facilitation of the material; they help to focus on the important points of information presented during the training.
Full Course Table of Contents
Preface ..............................................................................................................................................5
What is Courseware? ................................................................................................................................ 5
How Do I Customize My Course? .............................................................................................................. 5
Materials Required ................................................................................................................................... 7
Maximizing Your Training Power .............................................................................................................. 7
Module One: Getting Started .............................................................................................................9
Housekeeping Items.................................................................................................................................. 9
The Parking Lot ....................................................................................................................................... 10
Workshop Objectives .............................................................................................................................. 10
Pre-Assignment ....................................................................................................................................... 11
Action Plans and Evaluation Forms ........................................................................................................ 11
Module Two: What is Social Media? ................................................................................................. 12
Online Communities ................................................................................................................................ 12
User Created Content ............................................................................................................................. 13
Information Sharing ................................................................................................................................ 14
Communication Tools ............................................................................................................................. 15
Case Study ............................................................................................................................................... 16
Module Two: Review Questions .............................................................................................................. 17
Module Three: Defining Your Social Media Policy (I) ......................................................................... 20
It Should be a Living Document .............................................................................................................. 20
Choosing an Information Officer ............................................................................................................ 21
What Can and Cannot Be Shared ........................................................................................................... 22
Legal and Ethic Specifications ................................................................................................................. 23
Case Study ............................................................................................................................................... 24
Module Three: Review Questions ........................................................................................................... 25
Module Four: Defining Your Social Media Policy (II) .......................................................................... 28
New Hire Orientation .............................................................................................................................. 28
Let Common Sense Guide You ................................................................................................................ 29
Nothing Offensive ................................................................................................................................... 30
Rules on Soliciting and Personal Posts .................................................................................................... 31
Case Study ............................................................................................................................................... 32
Module Four: Review Questions ............................................................................................................. 34
Module Five: Creating a Living Document ......................................................................................... 37
What is a Living Document? ................................................................................................................... 37
How Often is it Revised? ......................................................................................................................... 38
Who Will Be in Charge? .......................................................................................................................... 39
Change Management ............................................................................................................................. 40
Case Study ............................................................................................................................................... 41
Module Five: Review Questions .............................................................................................................. 43
Module Six: Keeping an Eye on Security ............................................................................................ 46
Password Rules ....................................................................................................................................... 46
Needs Constant Monitoring .................................................................................................................... 47
Keeping Information Confidential ........................................................................................................... 48
Protecting Intellectual Property .............................................................................................................. 49
Case Study ............................................................................................................................................... 50
Module Six: Review Questions ................................................................................................................ 52
Module Seven: Rules to Follow When Posting (I) .............................................................................. 55
Always Show Respect.............................................................................................................................. 55
Stop and Think Before You Post .............................................................................................................. 56
Always Be Honest ................................................................................................................................... 57
Never Discredit or Talk Ill of Competitors ............................................................................................... 58
Case Study ............................................................................................................................................... 59
Module Seven: Review Questions ........................................................................................................... 61
Module Eight: Rules to Follow When Posting (II) ............................................................................... 64
Be Transparent ....................................................................................................................................... 64
Act Like You Would in Real Life ............................................................................................................... 65
Grammar and Spelling Still Counts ......................................................................................................... 66
Never Post When You are Angry ............................................................................................................. 67
Case Study ............................................................................................................................................... 68
Module Eight: Review Questions ............................................................................................................ 69
Module Nine: Benefits of Social Media ............................................................................................. 72
From Audience to Author ........................................................................................................................ 72
Builds Customer Loyalty .......................................................................................................................... 73
Speed and Flexibility in Communication ................................................................................................. 74
Two Way Communications ..................................................................................................................... 75
Case Study ............................................................................................................................................... 76
Module Nine: Review Questions ............................................................................................................. 78
Module Ten: The Pitfalls of Social Media .......................................................................................... 81
Bullying ................................................................................................................................................... 81
Group Think ............................................................................................................................................ 82
Trolling .................................................................................................................................................... 83
Remember, It is Out There Forever ......................................................................................................... 84
Case Study ............................................................................................................................................... 85
Module Ten: Review Questions .............................................................................................................. 87
Module Eleven: Listen to Your Customers ......................................................................................... 90
They Provide Great Feedback ................................................................................................................. 90
It Makes Them Happy ............................................................................................................................. 91
Improves Your Brand .............................................................................................................................. 92
Improves Product Development ............................................................................................................. 93
Case Study ............................................................................................................................................... 94
Module Eleven: Review Questions .......................................................................................................... 95
Module Twelve: Wrapping Up .......................................................................................................... 98
Words from the Wise .............................................................................................................................. 98
Review of Parking Lot ............................................................................................................................. 98
Lessons Learned ...................................................................................................................................... 99
Completion of Action Plans and Evaluations .......................................................................................... 99