1. THE ROLE OF SOCIAL MEDIA
IN YOUR ORGANIZATION
... and what you need to think about when integrating social
media into your overall communications plans
30 October 2009
Daniel Goh
Public Relations and New Media Manager
Samsung Asia
Some rights reserved.
2. DEFINING SOCIAL MEDIA
• Platforms/Tools • Communities/Tribes
Special Interest Groups
Microblogs Social Network Sites
Ranters & Ravers
Blogs Collaborative Tools
Specific Online Demographics
3. IT’S NOT JUST ABOUT YOU, SILLY.
QUESTION TO ASK:
• What is the role that social media plays in my organization?
QUESTION YOU SHOULD ALSO ASK:
• What role do I see my organization play in the social media
space?
7. 1. WHAT ARE MY OBJECTIVES?
• Building awareness?
• Fundraising?
• Increasing membership?
• Promoting staff cohesiveness?
• Drive sales?
• Customer support?
Hint: “Everything” is not the answer.
8. 2. IS MY INFRASTRUCTURE IN PLACE?
• Management buy-in?
• Inter-departmental support?
• Relevant expertise?
• Budgets and resources?
• IT support?
9. 3. WHO ARE MY AUDIENCES?
• Who is my primary audience?
• Any secondary audiences?
• Who is not my audience?
Hint: “Everybody” is the wrong answer.
10. 4. WHAT IS MY KEY MESSAGE?
• What does my audience want to
hear?
• Is it distilled into a consumer benefit?
• Is it in line with my brand?
• Does the message gel with existing
brand campaigns?
11. 5. DOES IT INTEGRATE WITH MY
COMMUNICATIONS PLANS?
Social media?
Public relations
Above-the-line/
below-the-line advertising
Employee/internal
communications
Customer service
12. 6. WHICH TOOLS SHOULD I USE?
• Where are my audiences?
• Which tools fit my brand?
• Whatcan my infrastructure
support?
• What am I most good at?
Hint: “Everything” is the wrong answer.
13. 7. WHAT IS MY ENGAGEMENT POLICY?
• Who do I engage?
• When do I engage (or not engage)?
• What is my tone and manner?
• How do I respond when something
happens?
• How fast should I respond?
• Who responds on my organization’s
behalf?
14. 8. HOW DO I MEASURE SUCCESS?
You can measure effectiveness of social media.
You just have to define the parameters
that suit your objectives.
15. 9. HOW DO I REFINE THE PROCESS?
• What was the ROI?
• What have I learnt?
• What have I missed out?
• What can I leave out?