social networking and call centres
DESCRIPTION
by Robert Reid, Dara Renton and Connie Crosby, presented to The Contact Professionals AllianceTRANSCRIPT
Connie Crosby Rob Reid Dara Rentonpresented to The Contact Professionals Alliance
May 13, 2008
What is Social Networking?
How is it being used by businesses and consumers?
How does it impact call centres today?
1994 1996 1998 2000 2002 2004 2006 2008 2010
we are here
craigslist Harvard only
Everyone
Konstantin Guericke, Marketing VP, LinkedIn http://www.infotoday.com/online/nov04/Bardon.shtml December 2004
A definition of social networkingA definition of social networking
image courtesy luxamart.com
http://www.tripharbour.ca & http://www.tripharbor.com
http://www.unilever.ca
link
Dove: http://www.campaignforrealbeauty.ca/
http://www.axe.ca
truncated
http://richardatdell.blogspot.com/
Dell Community Ambassadors
Photo courtesy Michael Mistretta, used under Creative Commons
Tommy Vallier, Community Developer, Talkshoe.com
Saul Colt - “Director of Magic”
RoadBurn 2008
Proprietary or private
information may appear
online
Proprietary or private
information may appear
online
Employees may talk about their
jobs
Employees may talk about their
jobs
Employees may complain about
co-workers
Employees may complain about
co-workers
Employees may participate in great social networks
Employees may participate in great social networks
Customer self service and
support
Customer self service and
support
Media Literacy
Privacy
Copyright
“Terms of Use”
Company Policies
Acceptable Use of Technology
Access to Information and Protection of Privacy
Communications Policy
Conflict of Interest Policy
Employee Code of Ethics
Human Rights and Harassment Policy
Develop a “Community Manager”
Encourage customer generated content
Enable employee collaboration
michaelgeist.ca (lawyer) robhyndman.com (lawyer)
The Wealth of Networks, Yochai Benkler We Think, Charles Leadbeater
PEW Internet Studies (U.S.) Ofcom Study on Social Networking (U,K)
Base Camp Project Management Wikis in Plain English
http://www.pipl.com
Connie Crosby, Crosby Group Consulting 416-919-6719 | [email protected] http://conniecrosby.blogspot.com
Dara Renton, Toronto Public Library [email protected]
Rob Reid, Osler, Hoskin & Harcourt LLP [email protected]