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Face2Face : using Facebook, Twitter, and other social media tools to create great customer connections

Author: David Lee King
Publisher: Medford, N.J. : CyberAge Books/Information Today, Inc., ©2012.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
Summary:
Presenting a practical guide for any organization that aspires to create direct, deep, rewarding relationships with its patrons and prospects, social media expert David Lee King goes beyond Facebook and Twitter to demonstrate how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve. Suggesting myriad ways to  Read more...
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Document Type: Book
All Authors / Contributors: David Lee King
ISBN: 9780910965996 0910965994
OCLC Number: 783156347
Description: xvii, 194 pages : illustrations ; 21 cm
Contents: 1. Face2face on the web : What makes you human on the Web? ; Transform your organization into a Face2face organization --
2. Face2face communication : Two bloggers ; How to make your blog human ; Communicating via social networks --
3. Face2face with cameras and video : Face2face via pictures ; Face2face via videos ; Photos, videos, and organizations --
4. Community connections : Meet people and make community connections ; Make Twitter, Facebook, and community connections ; Be human in status updates --
5. Face2face listening : What is listening? ; Why listen? ; Listening tools ; What to listen for? ; When is the time to respond? ; Listening tools ; Change is (always) in the air --
6. Business casual : Examples of informality in action ; Translating informality to the Web ; Ways to keep it "real" ; Social media ; Photos and videos ; Your organization, not yourself --
7. Design and face2face connections : Goals for human-centered design ; Ways to make your design more human-centered --
8. Face2face with specific tools : Blogs ; Facebook ; Twitter ; YouTube ; Location services ; Niche social networks --
9. Responding to critics : The snarky PR agency ; Target and its offensive targets ; A good example: Domino's Pizza ; And now for the rest of the story ; Getting coffee in Topeka ; How organizations should respond to criticism ; Can't please everyone --
10. Where and how to begin : Asking ; Setting goals ; Creating strategy ; Doing the work --
11. Measuring success : Why you need to measure ; What to measure ; How to measure ; Track those stats --
12. Applying what we've learned : Listening ; Sharing ; Using social media tools ; Doing the work ; Creating strategy and goals ; Measuring success ; Wrapping up --
Appendix: Referenced websites and social media services.
Other Titles: Face to face
Responsibility: David Lee King.

Abstract:

Presenting a practical guide for any organization that aspires to create direct, deep, rewarding relationships with its patrons and prospects, social media expert David Lee King goes beyond Facebook and Twitter to demonstrate how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve. Suggesting myriad ways to connect with customers using photos and video, communities and networks, and specific tools such as blogs and location services, King uses real-world examples to illustrate the dos and don'ts of using social media. The book covers topics including responding to criticism, listening to consumers, creating an approachable tone, and designing a human-centered site, as well as explaining all the critical components of any effective customer-engagement strategy.

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"A fresh take on Web usability, with the customer experience firmly in mind." --Stephanie Weaver, Creating Great Visitor Experiences

 
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