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The Balancing Act of Personal and Professional Engagement

By Amber Naslund
Wednesday, September 1, 2010 | 18 Comments
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Posted in: Community, Engagement, Social Media

Here’s the truth: If social media presence is all or part of your professional role, your online presence is going to be intertwined. It can be tricky to balance the two when you’re “on the job”, answering customer inquiries, being present in the community, participating and creating content. Balance is possible, but it will always [...]

Should Interns Drive Engagement Activities?

By Katie Morse
Thursday, August 26, 2010 | 9 Comments
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Posted in: Engagement

There’s a lot of debate about how and where interns should be involved in a company’s social media presence.  Everyone seems to agree that interns shouldn’t be on the front lines of engagement, nor should they be directing the company’s social strategies. The questions are now “Where does an intern fit in?”, and “How can [...]

Engagement is a Privilege, Not a Right

By Lauren Vargas
Tuesday, August 24, 2010 | 4 Comments
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Posted in: Listening, Social Media

At what point in a relationship, do you move beyond the chit chat about the weather and traffic and begin a mutually beneficial two-way dialog? Dialog builds as trust develops in a relationship. Just as in offline communication, trust and conversation must be built up over time. Just because an organization creates a presence on [...]

Why Storytelling and Engagement Go Hand in Hand

By Katie Morse
Thursday, August 19, 2010 | 3 Comments
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Posted in: Engagement, Listening, content marketing

Everyone loves a good story.  We voraciously consume the popular novel of the week, share unique videos that tell a good story, retell stories others have told to us in social settings, and write blog posts sharing stories of our own. Storytelling has been around for centuries, and it’s powerful. Advertisements always try to tell a [...]

The Basics of Social Media Policies and Guidelines

By Amber Naslund
Wednesday, August 18, 2010 | 9 Comments
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Posted in: Engagement, Social Media

Increasingly, companies need to adapt their codes of conduct and employee manuals with guidelines for employee participation on the social web. While you might have roles that are “officially” social media related, every person in your company is now a potential spokesperson. And if they’re active online in any way at all, you want to [...]

What is the Value of Engagement to the Customer?

By Lauren Vargas
Tuesday, August 17, 2010 | 3 Comments
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Posted in: Listening, social CRM

So often, when we talk about the value of customer engagement, the focus is on the value or return for the organization. What’s in it for us (the organization) does not always translate into what’s in it for the customer who engages with us. Participation in community conversation is not a one-off interaction or simply [...]

Engagement: It’s Not Just a “Marketing Thing”

By Katie Morse
Thursday, August 12, 2010 | 5 Comments
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Posted in: Customer service, Listening, social CRM

We’ve been talking a lot about various aspects of engagement over the past few weeks on the blog. Lauren Vargas wrote a great post about adding social aspects to your CRM strategy, and her point below really stuck out for me. Before adding social to the mix, you must ensure your organization has a sound infrastructure [...]

Engagement Escalation: When Do You Cry Wolf?

By Lauren Vargas
Tuesday, August 10, 2010 | 3 Comments
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Posted in: Listening

Do you recall the Aesop fable, The Boy Who Cried Wolf? Oftentimes, we create our own drama in response to the tweets or posts we monitor for engagement. If we cry “wolf” with every alert/mention, our teams/organization would tire of us and not pay attention to us when we do identify an escalating issue. Not [...]

Radian6 Community Series: Listening, Engagement, And Intent

By Amber Naslund
Monday, May 17, 2010 | 17 Comments
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Posted in: Community, Customer service, Listening, Social Media, Social Media Monitoring

As a community team, we have a rather methodical approach to how we connect with and engage with our customers online. We refer to all of these conversations as “answering the social phone”, and we approach our engagement with that in mind. There are several pieces to that, including how we organize our process and [...]

Webinar: Are You Answering the Social Phone?

By Gwen McIntyre
Friday, January 22, 2010 | 4 Comments
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Posted in: Social Media, Web Events, Webinar

Please join David Alston, VP Marketing & Community at Radian6, as he talks about how to engage in social media. He’ll tell you what to listen for, what to say when you engage, and how to measure your efforts. Date: January 28th, 2010 Time: 2 pm EST Register Now! Social media is not media; it’s [...]