REC101 Lecture Notes - Lecture 7: Triage, Google Alerts, Technical Support
3 Apr 2013
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Document Summary
Sell a product or service through internet only. Embellish existing service traditional service augmented by website. Convey information about an organization or an issue. Communicate with membership facilitates information exchange for members. Online collection of strategies, practices, and tools for communicating, creating, sharing, and discussing information. Connects people who would otherwise be unconnected if it were not for the tech medium. You (18-24yrs) account for 53. 8% of facebook activity. Use social media to deliver on four basics: offering and communicating a clear customer promise, building trust by delivering on the promise, continually improving the promise. Customer relations and social media: develop a formal social media policy. Accountability: employees should take responsibility for their postings. Accuracy and transparency: posts must be factual, identity disclosed. Lawfulness: employees must respect legal and professional framework that guides firm behavior: monitor external and internal online communications. Leverage tools: use existing tools e. g. , google alerts, twitter keyword monitors,
