blogwell chicago social media case study: fedex, presented by renee horne

SocialMedia.orgVideo Case Studies

Renee Horne

Making Social Work at FedEx

This video is from

BlogWellSan FranciscoJune 20, 2011

socialmedia.org/blogwell

SocialMedia.orgCase Studies

This presentation is from

BlogWellChicago

July 18, 2012socialmedia.org/blogwell

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Making Social Work

at FedEx

Presented by Renée Horne

Director, Digital & Social Media Engagement

Find me on Twitter: @RLHorne

Hashtag: #FedEx

Today’s Objectives

• Share FedEx Approach

• Share Case Studies

• Q&A

Social Business

“Center of Excellence”

Governance

Conversation Platform

(Content)

Tools and Technologies

(Channels)

VOC, Measurement and Analysis

Knowledge Management

Social Business as a Practice

• Building the foundation or ‘Social Courage’

Guidelines, training and education, benchmarks and shared best practices

Voice of Customer, Measurement & Analysis and engagement protocols

• Engaging the marketplace through digital storytelling

Activating a network of digital channels enabling access to key audiences

Delivering multimedia content and programs that engages and influences

• Engaging the workplace using social technologies

Evolving internal communication channels to be more relevant

Enabling work to be done in new ways

Building Social Courage

Digital & Social Media

Playbook

• Clear strategy and policies for

each channel

• Detailed guidance on content

planning, creation and

distribution

• Eases use, eliminates

ambiguities, mitigates risks and

optimizes results.

Full Scale eLearning

Certification Curriculum

Foundation

Fundamentals

Fusing into practices

Focusing for

success

Social media:

changing how we

work, buy, believe

change

Twitter 101 Social media for crisis

communications

Incorporating social

insights into program

planning

Business

communication : 3

fundamental skills

Facebook 101 Executive

communications in a

social world

How FedEx is

transforming customer

service

Understanding FedEx

employee social

media guidelines

Writing for blogs Trends and emerging

best practices: CSR &

Social Media

Measuring social

media programs and

campaigns

10 guiding principles

of social media

engagement

Video in social age 10 Steps for Planning A

social media campaign

Emerging trends in

social media tools and

technologies

Managing a

successful online

community

Engaging the Workplace Case Study: I am FedEx

Engaging the Workplace Case Study: Evolving the Corporate Intranet

An innovative way for FedEx employees to work,

collaborate and communicate.

Engaging The Marketplace:

FedEx Footprint

Case Study: Start the Shift – Video: Unique, Engaging, Storytelling Content

FedEx Blog

FedEx Facebook

FedEx Twitter

Thought Leader Engagement

Case Study: Enchanted Forest

Case Study: FedEx Panda Express

Case Study: FedEx Panda Express

Case Study: Small Business Saturday

Case Study: Small Business Saturday

Case Study: Virtual Roundtable Disaster Preparedness for Small

Business

Case Study: Holiday Package Incident

Case Study: Holiday Package Incident

“THIS is how you handle a

corporate crisis.” - Charlie White

Senior Editor, Mashable

Case Study: Holiday Package Incident

Lessons Learned

• Plan

• Listen

• Own It

• Respond

◦Speed

◦Transparency

Case Study: Investor Relations on Stock Twits

Q&A

Renée Horne

Director, Digital & Social Media Engagement

Find me on Twitter: @RLHorne

Hashtag: #FedEx

Learn more about past and upcoming BlogWells

socialmedia.org/blogwell

This video is from

BlogWellSan FranciscoJune 20, 2011

socialmedia.org/blogwell

SocialMedia.orgCase Studies

This presentation is from

BlogWellChicago

July 18, 2012socialmedia.org/blogwell