Why IT Departments Need Social, Digital Communication Strategies - InformationWeek

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Why IT Departments Need Social, Digital Communication Strategies
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User Rank: Apprentice
9/27/2016 | 1:57:51 PM
Customer engagement science
Great article!

Big brands tend to hide behind muddied customer engagement metrics because they're afraid of what's really being said about their company, or they don't know how to manage the conversation online. But the flipside is strategizing those conversations before and while they happen more often than not results in increased brand loyalty and rich community content, because it shows responsiveness. People like to know which brands are "alive."

But each platform is different. And what is said where, when, and how can get complex fast - and daunting when compliance concerns exist.
User Rank: Ninja
8/28/2016 | 1:45:32 PM
Comms Strategy
Interesting - and clearly important.

I don't think Facebook has the best customer service options, since they rarely if ever answer -- it's a one way street.

And Twitter has the worst customer service.

Communication works both ways, and for these "free" services that have people wrapped up, they tend not to communicate back to the customer.

And never try to get them on the actual telephone for voice communication

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