1. FORD COLLEGEEngage with Social Mediain L & D15.10.14

2. Welcome to Ford2 3. SOCIAL MEDIAFEEL THE FEAR3 4. Why were afraid of widening use of Social Media Daily stories of people messing up online Impact of bad publicity on the brand Lack of user control (from a business perspective) No resource to do it4 5. SOCIAL MEDIAAND DO IT ANYWAY!5 6. The Benefits6 New word of mouthrecommendation Services will be discussedonline whether you like it ornot why not be part of theconversation? If you deal ++ with it, you canturn a negative situationaround People, Money, Time lowcost entry, put guidelines inplace 7. GETTINGINFORMATION OUTTHERE 8. Its all about ConnectivityAt Ford, as well as connecting with the customer through Contact Centres, Dealers,adverts, marketing we look at how our in-car technology interacts with peoples lives &lifestyles:8Move from static to mobile communications 9. How do we connect with our customers?9With L & D its allabout connectivity: Brought In: Apps,Media, Smartdevices Beamed in:Satellites, Radio,Wifi, Bluetooth Built in: services(Emergency Assist),Data connections 10. How to engage with your audience Its all about tone Dont forget good Netiquette behave as thoughhaving a face-to-face conversation Be genuine10 11. 11SOCIAL MEDIACOMES ALIVE! 12. L & D Strategy12 E-learning for knowledge F2F events for application How To Guides e.g. useof FacebookGiveGiveAsk for Business 13. Prior to Event13 14. During the EventPage 14 15. Post Event Find out what worked well, and repeat Monitor tweets/posts for a week afterwards; look at anything that might be trending orpopular Retweet or post popular comments or pictures centrally Counter anything that could be perceived as negative with honest answersPage 15 16. In summary What & Why: what you are doing this for (beamed in, built in, brought in connectivity);why you are doing it (engage with our customers) Where & When: little & often, using information you have already; choose a suitableevent or activity to experiment active use of social media. Build anticipation (Give, Give,Ask) through Twitter/Facebook beforehand. During event, reward active users throughincentives Who & How: pick people who naturally want to engage with social media & are doing itanyway; monitor activity, ensuring staff can also engage and pick up any ++ to re-postcentrally Manage it & Measure it: number of followers, page clicks, downloads, trends Feel the fear.. And do it anyway!Page 16