The document discusses how social media has changed communication from a one-way monologue to an open dialogue. It notes that while customers haven't changed, communication technologies now allow conversations to be more efficient and widespread. The document provides examples of how companies like Dell, MoDOT, and TxDOT have used social media platforms like Facebook and Twitter to engage customers, solicit feedback, and publicize their work. It recommends that companies define goals for social media use, get involved, monitor conversations, and listen to and engage with customers in order to make the most of these new communication channels.

1. Social Media Discussion: Conversations Ignited by Technology Chad Bockius / GPA Communications Conference 9/15/2009

2. Confidential and Proprietary. © 2009 Bazaarvoice, Inc. http://www.youtube.com/watch?v=sIFYPQjYhv8&feature=player_embedded

5. Technology is changing how we communicate Confidential and Proprietary. © 2009 Bazaarvoice, Inc. 20,000,000 250,000,000 854,000,000

8. How do we control the conversation? Confidential and Proprietary. © 2009 Bazaarvoice, Inc. YOU can’t! … but you can participate

9. How do we control our employees? Confidential and Proprietary. © 2009 Bazaarvoice, Inc.

10. It will take too much time Confidential and Proprietary. © 2009 Bazaarvoice, Inc. It is actually more efficient… … and you can’t afford not to Reduce Reuse

12. Dell: Crowdsourcing ideas Confidential and Proprietary. © 2006 Bazaarvoice, Inc. “ IdeaStorm is our way of building an online community that brings all of us closer to the creative side of technology” - Dell IdeaStorm

13. MoDOT: Facebook Fan pages for projects Confidential and Proprietary. © 2009 Bazaarvoice, Inc.

14. GOVLOOP: Social network for govt. workers Confidential and Proprietary. © 2009 Bazaarvoice, Inc.

15. TxDOT: Facebook/Twitter presence Confidential and Proprietary. © 2009 Bazaarvoice, Inc.