1.
THE POWER OF SOCIAL
MEDIA COMMUNITIES
Amanda Nelson
Community Content Manager
@mileigh13
Radian6, a salesforce.com
company
Oct. 14, 2011

2.
Source: youtube.com/detroitmedicalcenter

3.
Source: youtube.com/detroitmedicalcenter

4.
Source: ustream.tv/channel/e-patient-connections/videos

5.
Source: youtube.com/detroitmedicalcenter

6.
What is a…

7.
• Employees • Colleagues • Competitors
• Fans • Customers • Prospects

8.
Consumer Social Media Usage
Social Media
60%
Not Using Social
Media
54% increase over 2010
Source: consumeraffairs.com

9.
800,000,000
Source: facebook.com

10.
Having an online • Innovation
community enables: • Collaboration
• Evangelism
• Loyalty

11.
How do you measure them?

12.
Measure:
• Followers
How it plays out • Influence
• Sentiment
• Growth
Whoa, a free
chicken
Yeah, I heard sandwich if I
that. dress like a
cow?
Yeah, come
with. It’s going
I’m going. And to be hilarious
I’m taking and delicious.
pictures.
#chickfila

13.
What we did
• Planted a seed • Store visits
• Impressions • Conversions
• Exposure

14.
How do you maintain & grow them?

15.
Inside the mind of a community manager
External Internal
• Storyteller • Switchboard operator
• Poster child • Teacher
• Caretaker • Interpreter
• Content curator/creator • Connector

16.
Participate in conversation

17.
10% you

18.
THE POWER OF SOCIAL
MEDIA COMMUNITIES
Amanda Nelson
Community Content Manager
@mileigh13
Radian6, a salesforce.com
company
Oct. 14, 2011