Amanda Nelson Community Content Manager @mileigh13

Radian6, a salesforce.com company

Oct. 14, 2011

THE POWER OF SOCIAL MEDIA COMMUNITIES

Source: youtube.com/detroitmedicalcenter

Source: youtube.com/detroitmedicalcenter

Source: ustream.tv/channel/e-patient-connections/videos

Source: youtube.com/detroitmedicalcenter

What is a…

•  Employees •  Fans

•  Colleagues •  Customers

•  Competitors •  Prospects

Consumer Social Media Usage

Social Media

Not Using Social Media

Source: consumeraffairs.com

60%

54% increase over 2010

Source: facebook.com

800,000,000

Having an online community enables:

•  Innovation •  Collaboration •  Evangelism •  Loyalty

How do you measure them?

How it plays out

Whoa, a free chicken

sandwich if I dress like a

cow?

Yeah, come with. It’s going to be hilarious and delicious.

I’m going. And I’m taking pictures. #chickfila

Yeah, I heard that.

Measure: •  Followers •  Influence •  Sentiment •  Growth

What we did

•  Planted a seed •  Impressions •  Exposure

•  Store visits •  Conversions

How do you maintain & grow them?

Inside the mind of a community manager

•  Storyteller

•  Poster child

•  Caretaker

•  Content curator/creator

•  Switchboard operator

•  Teacher

•  Interpreter

•  Connector

External Internal

Participate in conversation

10% you

Amanda Nelson Community Content Manager @mileigh13

Radian6, a salesforce.com company

Oct. 14, 2011

THE POWER OF SOCIAL MEDIA COMMUNITIES