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Social [ Business :: Networks :: Learning ]
IT-Analyst [ Social Collaboration :: Talent Management ]

Die 5 Disziplinen des Social Media Supports


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Die unten stehende kurze und gute Zusammenfassung gefällt mir. Ein ähnliche Diskussion hatte ich vor kurzen nach einem Vortrag über Social Media.

Wer den Weg in den öffentlichen Support geht, muß u.U. seinen Support auf Vordermann bringen. Unternehmen, die ihren Suppport öffentlich machen, müssen vorher ihre Hausaufgaben machen. Denn wer – wie hier auf dem Bild dargestellt – seinen Facebook-Auftritt (oder eine andere auserwählte Plattform) in der Schmuddelecke stehen läßt und den  armen „Jungen“ alleine wurschteln läßt, wird in den genannten Disziplinen nicht erfolgreich sein.

Social Media Support  besteht aus den 5 Disziplinen

– Öffentlichkeitsarbeit (weil der Support öffentlich ist),

– Krisenprävention und -management (weil man negative Resonanz sehr früh erkennt und proaktiv bearbeiten kann),

– Marketing (frei nach dem Motto: „Guter Service ist das beste Marketing“),

– Reputationsmanagement (weil man das Erleben in konkretem Verhalten beobachtbar macht)

– und last but not least Services & Support.

Quelle: Mirko Lange bei Google+

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