{"product_id":"the-social-media-management-handbook-9780470651247","title":"The Social Media Management Handbook","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eHow do organizations manage social media effectively?\u003cbr\u003e \u003cbr\u003e   \u003cp\u003eEvery organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eThe Social Media Management Handbook\u003c\/i\u003e provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will le\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003eWell worth a read if you are thinking of going down the social media road . (HR Magazine, June 2011). provides a complete toolbox for defining and practicing a coherent social-media strategy. (EFMA Journal, June 2011). A breezy read, the compelling discussion by the authors makes a solid case for corporations to revamp their views and policies on social media Human Resources\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eIntroduction: What is Social Media? ix\u003c\/p\u003e \u003cp\u003e\u003cb\u003eI Social Media Strategy for Organizations 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1 The Power and Business Risks of Social Media 3\u003cbr\u003e\u003ci\u003eNick Smith and Robert Wollan\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e2 How to Develop a Social Media Strategy 16\u003cbr\u003e\u003ci\u003eChris Boudreaux\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e3 Social Media ROI: New Metrics for Customer Health 36\u003cbr\u003e\u003ci\u003eKevin Quiring\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e4 Selling Social Media within the Organization 54\u003cbr\u003e\u003ci\u003eRobert Wollan\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eII Marketing and Sales in Social Media 65\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e5 Social Media and the Voice of the Customer 67\u003cbr\u003e\u003ci\u003eChris Zinner and Catherine Zhou\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e6 Integrating Social CRM Insights into the Customer Analytics Function 91\u003cbr\u003e\u003ci\u003eRayid Ghani and Sarah Bentley\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e7 Using Social Media to Drive Product Development and Find New Services to Sell 104\u003cbr\u003e\u003ci\u003eAdi Alon and A.J. Gupta\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e8 Social Community Marketing and Selling 120\u003cbr\u003e\u003ci\u003eRobert Wollan and Andr_e Trochymiuk\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIII Customer Service and Support with Social Media 139\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e9 Using Social Media in Customer Service and Support 141\u003cbr\u003e\u003ci\u003eStephanie Sadowski\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e10 Social Media: Responding to Customer Complaints 160\u003cbr\u003e\u003ci\u003eTodd R. Wagner\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e11 Staying Out of Trouble: Complying with FTC Disclosures 175\u003cbr\u003e\u003ci\u003eChris Boudreaux\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIV Beyond the ‘‘Pilot’’ Phase: The Core Components of the Agile Digital Enterprise 187\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e12 Creating and Implementing a Social Media Technology Platform 189\u003cbr\u003e\u003ci\u003eAnatoly Roytman and Joseph Hughes\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e13 Social CRM on the Move: Mobility Implications for Social Media Programs 209\u003cbr\u003e\u003ci\u003eGreg Jenko, Lars Kamp, and Saj Usman\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e14 New Rules for Tools: IT Infrastructure Implications and Options for Supporting Enterprise Social Media 220\u003cbr\u003e\u003ci\u003eRobert Wollan and Kelly Dempski\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eV Empowering Employees for Social Media Success 231\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e15 Culture Traits, Employee Incentives, and Training 233\u003cbr\u003e\u003ci\u003eChristine Eberle\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e16 New Roles and Responsibilities 250\u003cbr\u003e\u003ci\u003eChris Zinner and Vanessa Godshalk\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e17 Social Media Policies 274\u003cbr\u003e\u003ci\u003eChris Boudreaux\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e18 Social Media, Collaboration, and Value Creation in Organizations 286\u003cbr\u003e\u003ci\u003eRobert J. Thomas\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eAppendix 1 299\u003c\/p\u003e \u003cp\u003eAppendix 2 301\u003c\/p\u003e \u003cp\u003eNotes 307\u003c\/p\u003e \u003cp\u003eIndex 315\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402385891671,"sku":"9780470651247","price":18.69,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780470651247.jpg?v=1730480240","url":"https:\/\/bookcurl.com\/products\/the-social-media-management-handbook-9780470651247","provider":"Book Curl","version":"1.0","type":"link"}