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Are You Social Selling Or Social Spamming?

Mark Babbitt

The Social Age has ushered in a new way of connecting, contributing, and collaborating like we’ve never seen before.

We can now communicate with anyone at any time, anywhere in the world over a variety of platforms. We can now begin to build mutually beneficial relationships with a single Tweet, post, or upload. We can share our stories, build awareness, and right some wrongs from our kitchen table, the subway, and during work.

Social media, when used for good, is beyond powerful – it is unifying.

And then there’s the dark side: the trolls, drama queens, divas, fakers, takers, ask-holes – and especially the spammers – who pollute social media with their own brand of selfishness.

Lately, it’s the spammers that have caught my attention most. That’s probably because I can shut down the other malcontents easily enough, but those spammers… they won’t go away. The worst part? They don’t see themselves as spammers! They call what they do “social selling.”

I prefer to call it what it is: social spamming.

How do you tell the difference between social selling and social spamming? Well, you are a social spammer if you:

Send auto DMs and emails

Use of auto-DMs on Twitter, for any reason, is unacceptable. Yes, this includes those ridiculous “Thanks for following me, {Twitter_Handle}! Let’s also connect on Facebook {Facebook URL} and LinkedIn {LinkedIn URL}!” messages. It also includes ANY request to download a FREE ANYTHING by visiting your site.

Auto DMs suck. Period. And everyone knows that by now. Which means you’re either blissfully unaware… or you don’t care.

Abuse LinkedIn inmail

You connect with people on LinkedIn using “InMaul” (Steve Levy’s clever term) not to build a mutually beneficial relationship, but to sell them something on your very next communication. And then there are the below-average recruiters, sourcers, and HR types who target people, then send an InMail to promote their job posting or an open requisition… but that job doesn’t actually exist. And you knew that, but decided that increasing your network for future commission-based sales was more important than getting job seekers’ hopes up – and then dash them – for your personal gain.

This isn’t just the Social Age equivalent of telemarketing… it’s a violation of trust.

Treat LinkedIn like Facebook

When you contribute to the rapid downfall of LinkedIn by posting a Donald Trump meme, a math game, or a pretty picture of a sunset – or anything else that doesn’t involve professional networking or career development, you are a spammer.

Social media is NOT all about you and your personal agendas – that is especially true, some of us still believe, of LinkedIn.

Add the unwilling and unknowing to Facebook groups

When you add people to your Facebook group without their permission, you’re a spammer. I mostly blame Facebook for this one; why would they allow ANYONE else be able to add you to their Facebook groups without asking you first?!

And yet I can only be added by a “friend” so many times to the “Fans of Days of Our Lives” Facebook Group before I start to take it personally.

Exploit Facebook tags

You tag people on your Facebook posts not because they are already involved in the discussion, or even because the discussion is relevant to them, but because you want them to read and share your latest post or join in your latest outrage. You know those tags mean YOUR stuff shows up in MY Facebook timeline, right? That your drama becomes my drama?

Why would you do that?

Seek Facebook friends from low places

So, we have 138 friends in common on Facebook… but I’ve never heard of you. And yet you still send a “friend” request? We have a different definition of “friend.” As Jon Ferrara says, “How about following me on Twitter first, adding value to my conversation, then reach out on LinkedIn with a tailored invite demonstrating that you’ve taken time to understand who I am and why your connecting. Finally after you’ve earned some trust and intimacy, now let’s be friends on Facebook.”

Leverage fake Twitter followers

If you create, sell, or buy fake Twitter followers, you are deliberately contributing to the noise and everything that can be wrong with social media. You are a cheater. And a liar. Besides, you know that we all know how to discover how “real” your Twitter followers are, right?

Maybe not, because you are probably that unaware character who also sends all of those auto-friggin-DMs.

Scrape email addresses

You scrape websites, including LinkedIn, for email addresses. You then work around every aspect of the CAN-SPAM law to send an email you had no business sending. And now, even though it might tell you the email address really is me so you can sell it to some other spammer, we all have to hit that ‘Unsubscribe’ button you put in the bottom of each email as required by CAN-SPAM.

Which proves you knew better.

Scrape cell numbers

You read in a blog somewhere that people always respond to a text, even if they don’t respond to email or social. So you went to the ‘Contact Info’ section of LinkedIn, or perhaps our website, and scraped a phone number. And now you text and text and text and text. Even when I don’t answer your feeble attempts to sell me your crap via text, you text. This, my spammy unfriend, is why we have ‘Block’ buttons on our phones. (Thanks to Nicole Virant for her contribution to this post… she brought this one home.)

Fail to follow up

You make it through all the filters in place. Based on implied trust, you convince me you are interested in building a relationship. And then I never hear from you again. Or, perhaps even worse, we set up a time to talk and you either don’t show up or are ill-prepared?

From my perspective (and Jon Ferrara’s): This is one of the worst kinds of spam, because you got past the gatekeepers only to become a total time-suck.

Any attempt to sell lead-generation services

As Janet Fouts says, “You endorse me for several things on Linkedin over a series of days to get my attention, then ask to connect only to send an automated spam message asking me if I want to buy leads.”

I get this all the time, and my immediate thought is, “You got to me by spamming. If I use your system or service, is that how you want me to be thought of too?” Yeah, I’ll pass.

Expose cleavage on KinkedIn – the UNprofessional network

The newest trend on LinkedIn is also one of the most concerning – a likely carryover from the Twitter wannabe-Kardashians who seem to show up in every trending topic on that platform. I’m talking about the profile pictures from young women who seem to attract a lot of attention from frat brothers, single young men, and lonely old men.

Cover the girls up, ladies… your cleavage shots, duck lips, and Vogue-poses are just contributing to the noise in social media. (Credit to Julie Albright for the term “KinkedIn” – made coffee come out my nose when I first read it.)

So there you have it… 12 ways we know you’re using “social selling” as an excuse to use social and digital media as a personal spamming platform.

If you are doing any of these, either to promote your business or inject others into your personal life, drama, or ambitions without their consent… you’re a social spammer.

Do us all a favor: Stop.

Help us get social media back to what it was intended to be…  social.

For more insight on social media strategies, see Should You Outsource Your Company’s Social Media Initiative?

The post Are You Social Selling or Social Spamming? appeared first on Switch & Shift.

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What Are The New Rules For Engaging An Online Community?

Scott Steinberg

Marketing and public relations’ role within professional organizations has shifted drastically with the advent of the online community. Now there’s a greater emphasis placed on storytelling. Traditionally, organizations would simply broadcast news or channel it through the media – observe the reaction, then respond on a flexible timetable. Today, branding isn’t simply about beaming out a message. It’s about building trust with end users, telling a compelling story, and creating two-way social streams of dialogue.

While the media matrix and consumption patterns have irrevocably shifted, the value of powerful communication strategies has only become more vital. In an online community and multitasking world, companies must first find ways to connect with increasingly fragmented audiences and build empathy and awareness. They must create channels for customers and influencers to help organizations engage with brands and products in exciting new ways.

Customer impressions carry increasing weight, with brand impressions now traveling greater distances in less time. Users increasingly look to their personal networks for expertise and validation as opposed to traditional media channels.

Traditional marketing and public relations principles now play an increased role. Practitioners can excel in the modern world – provided they adapt to changing markets and best practices.

The book Netiquette Essentials: New Rules for Minding Your Manners in a Digital World offers several tips as you nurture positive conversation in an online community.

Establish a social media policy

Make it clear to employees what is okay to share online, how and when to do so, and the most appropriate manner in which to conduct outreach efforts. With every employee serving as a brand ambassador, training should begin the first day on the job to reinforce the importance of these organizational values. Detail formal rules of engagement with the online community and explain what’s expected from hires.

Develop an internal program to teach social media literacy and aptitude, provide continued education efforts, and reward employees for successfully practicing these skills. You may wish to consider regular skills refreshes, training sessions, certifications, and gamification-based programs to reinforce these maxims.

Be specific about what’s expected in terms of tone, attitude, end results, and output from your social media pros, and regularly monitor and assess how well they align with and meet these goals. Providing running feedback and commentary to help them grow and improve is vital to bolster performance in these areas. To this extent, you may wish to have team leaders provide sample tweets, posts, or updates to provide a sense of how to better shape these communications efforts.

For sake of clarity and assurance of appropriate conduct, post formal guidelines for communication within your own blogs, communities, and online venues, public-facing or otherwise. Having guidelines in place sets expectations upfront and helps you address any issues that may arise, such as having to ban argumentative users or remove inappropriate posts.

Set clear guidelines for interacting with the online community

Social media’s immediacy allows you to interact with customers without filters. However, policy and protocols set in place beforehand ensure professional and productive interactions. Understanding that some room must be given to operate between formal guidelines, make it clear to employees the appropriate rules of conduct when speaking directly to end users or customers, whether exchanges are B2B or B2C in nature.

Provide ongoing development and training to your team regarding these policies, especially for employees who manage social media efforts, outreach, and campaigns. Pass on learning and knowledge gained from direct frontline interactions with customers and promote positive transfer and enhance best practices.

Marketing campaigns and branding efforts should adhere to consistent guidelines. This ensures the right messages are sent and that your company is portrayed with the image and professionalism you desire. Outside of formal guidelines, practice basic rules of politeness, professionalism, and business etiquette online just as you would when engaging with customers face-to-face.

Identify which influencers to reach out to, and brief employees on the best methods for doing so. Through social media, you will likely also interact not just with individual customers, but also entire communities. As in real life, virtual group dynamics can differ greatly from one-on-one interactions.

Express your brand’s online personality

Be less formal, but adhere to your company’s rules and guidelines about your brand, message, and tone of voice, thus creating value for your online community. When people visit social media sites, they expect exchanges to be more personal, immediate, and engaging.

Be cognizant of post quality, taking care to eliminate grammatical and spelling errors. Note that kindness, courtesy, positivity, and empathy should be reflected in every post. Casual and fun doesn’t equate to flippant, glib, or self-centered. Think about how you or your brand may be perceived, and present yourself as affably and respectfully as possible.

Humor is appropriate to use, depending on context. Consider using only the same sort of humor that is appropriate for use in an office or business casual setting. Unless it is part of your brand’s marketing strategy, proceed with caution when using risqué or controversial statements.

Every employee is a brand ambassador in today’s socially driven world. Learn How to Weave Social Media Into the Fabric of the Business.

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How To Master Social Media Marketing In 2017

Michael Brenner

Social media is a constantly evolving medium, from which sites are trending within your industry to the latest Facebook features and Instagram influencers – let alone the development of completely new social media platforms every time you turn on your laptop. How can modern marketers expect to keep up?

The secret is to embrace the change. After all, it is the rapid advancements and constant stream of innovations that have provided digital marketers with so much to work with in the first place. So, no, your social media marketing campaigns this year are not going to look the same as the ones you used in 2016—at least, not if you want to generate more leads and stand a chance against your competitors.

If you want to make an impact with your social media efforts, it is time to give your strategy a refresh. Here is what you need to know to master your social media marketing and to stay ahead of the trends in 2017.

Customize your use of major and niche social media sites

Facebook is still number one, and that isn’t going to change in 2017. In fact, Facebook itself is a world in itself to keep up to date with – in this year alone, it is predicted that Facebook Live will be monetized and that the Call to Action buttons for local business pages will be updated.

Currently the top five social media sites in terms of reach and impact are:

  1. Facebook
  2. Instagram
  3. Twitter
  4. Pinterest
  5. Tumblr

While these networks are important, there is also value in niche networks for many businesses. For example, DeviantArt is geared towards illustrators, designers, and other artists, as well as art enthusiasts – and has a huge network of 26,000,000. While this site might be useless for, say, an insurance brokerage, it would be incredibly powerful for a photography school. Other examples include eToro for finance professionals, Wayn for travel and tourism, 43 Things for health and wellness brands—and the list goes on as more networks are created and gain active users.

This year, instead of trying to have your brand on every major site and spreading your resources too thin, create a strategy that makes sense for your industry – and your business.

Start with the biggest. With 1.79 billion monthly active users, Facebook is a wise choice.

Next, choose one or two other major networks. Visual industries like clothing and apparel, food, and travel are well-suited to sites like Pinterest and Instagram, while service-oriented industries may gain more leads from LinkedIn and Twitter.

Finally, consider a niche social media network. Many have several million active users and may offer a unique way for you to reach out to leads and to build brand awareness.

Make your video more sophisticated

pixabay

Throughout 2016, the use of video on social media grew, but its impact exploded. A recent survey by Wyzowl found that 84% of consumers said they have been convinced to make a purchase choice after viewing a brand’s video – and 91% claimed to have watched a video to learn about a product or service they were interested in. Now consider that only 63% of businesses taking advantage of video right now.

Videos that engage with viewers tend to be very effective. While customer testimonials and demonstration videos will always have their place, add challenges, puzzles, games, and surveys to your video content, along with informational videos, to keep people interested and talking on social media. Buzzfeed’s Tasty does an excellent job of this.

For some businesses, live streaming can make a strong impact. Facebook, Twitter, and Instagram are all being used by social media savvy brands to engage with consumers in real-time with interviews, Q&A sessions, and brand events.

If you haven’t already branched into video, 2017 is the year. If you are already using promotional videos on your social media channels, then this is the year to make them better. The use of video for social media marketing is no longer new. This year, it’s about coming up with creative, fresh ideas that will capture your audience and inspire leads.

Focus on the influencers

A business could run eleven different social media accounts, with Twitter updates every two hours, Facebook postings twice a day, vibrant Pinterest boards, and an active presence on LinkedIn. But they still would not make the same impact that a couple of mentions by one major social media influencer would create. The big influencers have legions of followers who often look to their voice as a sort of industry guiding force.

While in the past, consistent regular posting was the way to go, make sure you aren’t overextending your marketing efforts with too many platforms – and too many posts. You may not just be draining your resources, but these resources may be better spent with a more concentrated focal point, like an industry influencer.

Furious Pete (TV, food, and fitness) has more than 5 million YouTube followers. Kristina Bazan (fashion) has more than 2.4 million Instagram followers. Jake Paul (millennials) has more than 17 million social media followers. A social media mention from an influencer, or better yet, a video post that mentions your product or service is going to reach a profoundly broad and engaged audience.

Many major companies are now partnering – and paying – the big influencers to promote their product. If you want to master social media, pay attention to who the influencers are in your market.

They don’t have to be the biggest names around, but with a few hundred thousand followers you can make an impact if you can get these people to share, like, tweet, or feature your content in some way. Use resources like BuzzSumo and find the top blogs in your industry to get a better idea of who the influencers are that you may want to connect with.

Examine your social media ads – a lot

Ads continue to be a popular social media marketing tool as they offer marketers a cost-effective way not just to build brand awareness, but also to test their products and messaging and to get important feedback for building future campaigns.

Facebook ads still offer the best ROI by far – 95.8%, compared to 63.5% on Twitter and 2.1% on Snapchat. However, these numbers can shift quickly, especially as the newer networks like Snapchat and Instagram blossom in 2017.

Managing director of Traktek Partners Cyril Lemaire warns that Twitter will see a double-digit decline in active users this year. While this may or may not come to pass, it is important to be agile and to switch gears midstream if your ads aren’t working.

Make sure you are consistently measuring the results of your advertising campaigns, and track changes over time. This will help your team make smart decisions when it comes to social media advertising.

Take a fresh approach to your social media marketing efforts in order to take advantage of the opportunities that are available right now. No longer does it make sense to just chug away with your accounts and follow general trends. Your marketing efforts should be both more sophisticated and much more creative. The brands that can master these qualities will leap ahead in 2017.

For more insight on social media strategies, see How To Weave Social Media Into The Fabric Of The Business.

Image: pixabay

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About Michael Brenner

Michael Brenner is a globally-recognized keynote speaker, author of  The Content Formula and the CEO of Marketing Insider GroupHe has worked in leadership positions in sales and marketing for global brands like SAP and Nielsen, as well as for thriving startups. Today, Michael shares his passion on leadership and marketing strategies that deliver customer value and business impact. He is recognized by the Huffington Post as a Top Business Keynote Speaker and   a top  CMO influencer by Forbes.

How Emotionally Aware Computing Can Bring Happiness to Your Organization

Christopher Koch


Do you feel me?

Just as once-novel voice recognition technology is now a ubiquitous part of human–machine relationships, so too could mood recognition technology (aka “affective computing”) soon pervade digital interactions.

Through the application of machine learning, Big Data inputs, image recognition, sensors, and in some cases robotics, artificially intelligent systems hunt for affective clues: widened eyes, quickened speech, and crossed arms, as well as heart rate or skin changes.




Emotions are big business

The global affective computing market is estimated to grow from just over US$9.3 billion a year in 2015 to more than $42.5 billion by 2020.

Source: “Affective Computing Market 2015 – Technology, Software, Hardware, Vertical, & Regional Forecasts to 2020 for the $42 Billion Industry” (Research and Markets, 2015)

Customer experience is the sweet spot

Forrester found that emotion was the number-one factor in determining customer loyalty in 17 out of the 18 industries it surveyed – far more important than the ease or effectiveness of customers’ interactions with a company.


Source: “You Can’t Afford to Overlook Your Customers’ Emotional Experience” (Forrester, 2015)


Humana gets an emotional clue

Source: “Artificial Intelligence Helps Humana Avoid Call Center Meltdowns” (The Wall Street Journal, October 27, 2016)

Insurer Humana uses artificial intelligence software that can detect conversational cues to guide call-center workers through difficult customer calls. The system recognizes that a steady rise in the pitch of a customer’s voice or instances of agent and customer talking over one another are causes for concern.

The system has led to hard results: Humana says it has seen an 28% improvement in customer satisfaction, a 63% improvement in agent engagement, and a 6% improvement in first-contact resolution.


Spread happiness across the organization

Source: “Happiness and Productivity” (University of Warwick, February 10, 2014)

Employers could monitor employee moods to make organizational adjustments that increase productivity, effectiveness, and satisfaction. Happy employees are around 12% more productive.




Walking on emotional eggshells

Whether customers and employees will be comfortable having their emotions logged and broadcast by companies is an open question. Customers may find some uses of affective computing creepy or, worse, predatory. Be sure to get their permission.


Other limiting factors

The availability of the data required to infer a person’s emotional state is still limited. Further, it can be difficult to capture all the physical cues that may be relevant to an interaction, such as facial expression, tone of voice, or posture.



Get a head start


Discover the data

Companies should determine what inferences about mental states they want the system to make and how accurately those inferences can be made using the inputs available.


Work with IT

Involve IT and engineering groups to figure out the challenges of integrating with existing systems for collecting, assimilating, and analyzing large volumes of emotional data.


Consider the complexity

Some emotions may be more difficult to discern or respond to. Context is also key. An emotionally aware machine would need to respond differently to frustration in a user in an educational setting than to frustration in a user in a vehicle.

 


 

download arrowTo learn more about how affective computing can help your organization, read the feature story Empathy: The Killer App for Artificial Intelligence.


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About Christopher Koch

Christopher Koch is the Editorial Director of the SAP Center for Business Insight. He is an experienced publishing professional, researcher, editor, and writer in business, technology, and B2B marketing. Share your thoughts with Chris on Twitter @Ckochster.

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Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

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About Granner Smith

Granner Smith is a Professional writer and writes for various topics like social,technology,fashion, health and home improvement etc. I have experience in this field. So I would like to share my knowledge with your blog to help people to learn something new.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

About Michael Brenner

Michael Brenner is a globally-recognized keynote speaker, author of  The Content Formula and the CEO of Marketing Insider GroupHe has worked in leadership positions in sales and marketing for global brands like SAP and Nielsen, as well as for thriving startups. Today, Michael shares his passion on leadership and marketing strategies that deliver customer value and business impact. He is recognized by the Huffington Post as a Top Business Keynote Speaker and   a top  CMO influencer by Forbes.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

About Paul Gilbert

Paul Gilbert is a professional blogger, an enthusiast who loves to write on several niches.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Andy David

About Andy David

Andy David is Director of Healthcare, Life Sciences, and Postal Industry Markets for the Asia-Pacific Japan region at SAP. He has more than 14 years of professional experience in IT applications for government, health, and manufacturing industries. He has been working with Public Sector organisation for over 12 years. As a member of the Public Sector team for Asia Pacific and Japan, Andy plays a pivotal role in determining the strategy across the region, which covers market analysis, business development, and customer reference, and building the SAP brand.

Tags:

awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Erin Giordano

About Erin Giordano

Erin Giordano is senior marketing manager, Enterprise for Concur, and has held various strategic positions that have helped global companies succeed in their thought leadership and business expansion efforts. Her areas of expertise range in topics from duty of care to global mobility spanning multiple industries.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

About David Trites

David Trites is a Director of SAP Global Marketing. He is responsible for producing interesting and compelling customer stories that will humanize the SAP brand, support sales and marketing teams across SAP, and increase the awareness of SAP in key markets.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Harin Nanayakkaara

About Harin Nanayakkaara

Harin Nanayakkaara is part of attune’s leadership team and heads the global marketing, branding and communication efforts. He is passionate about technology and its role in shaping the fashion landscape, and has worked closely on delivering business value to clients such as Crocs and Brooks Brothers.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

About Brian Wasson

Brian Wasson is the Director of Global Marketing & Communications at SAP. His specialties include strategic and hands-on experience in social media, website and intranet management, sustainability and CSR communications, public relations/media relations, employee (internal) communications, publication editing and management, and direct marketing.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

Tiffany Rowe

About Tiffany Rowe

Tiffany Rowe is a marketing administrator who assists in contributing resourceful content. Tiffany prides herself in her ability to provide high-quality content that readers will find valuable.

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awareness

Donuts, Content Management and Information Governance

Ina Felsheim

I was on vacation for two weeks, which was awesome, and my girls mainly wanted to do two things:

I had my own list of projects, too. The big one was installing glass tile on the kitchen backsplash. (Grout everywhere. That’s all I’m saying.)

After two weeks of glorious holiday, I sat down to take stock. The old technical writer in me came creeping out, and I began to count how many sets of instructions we followed over the course of the two weeks—more than 15, definitely. And the amazing thing? They were all right. Every. Last. One. From proper application of fabric paint to proper frying temperature for homemade donuts, to putting together a shoe rack that came in 20 pieces.

I’m pretty sure this wouldn’t have happened five years ago. The difference comes from an increased awareness in the importance of great user assistance. Without successful “use,” who’s going to evangelize your product?

Information Governance: Part of a Larger Food Pyramid

In EIM, we have a well-seasoned group of information developers. They apply information governance principles every day:

  • Create a single source of master information (in this case, product step-by-step instructions)
  • Manage versioning of master information (as product updates happen)
  • Survey end-users of the information to gauge quality, freshness, and applicability of master information
  • Establish master information Responsible, Accountable, Consulted, or Informed (RACI) models for owners, reviewers, and informed stakeholders.

Sometimes, we group this knowledge management work into other categories, like content management. However, information governance needs to also be inclusive of these activities; otherwise, how can we be successful? No one can live on donuts alone!

Does your information governance program include content management? Do you have comments about the quality of EIM user assistance (online help, PDFs, printed documentation, etc.)?

Comments

About Tracy Vides

Tracy is a content marketer and social media consultant who works with small businesses and startups to increase their visibility. Although new to the digital marketing scene, Tracy has started off well by building a good reputation for herself, with posts featured on Steamfeed, Business 2 Community and elsewhere. Hit her up @TracyVides on Twitter.

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awareness