Solutions Are Power

Social Media ProgramShashi Bellamkonda

&Geoff Livingston

Changing Perceptions

• First Half 2008: Approximately 60 percent of Network Solutions social media conversations negative

• Major issues where the Community disagrees• Perception of Network Solutions as domain registrar only• Changing perception critical for long term health

How the Tide Turned

Planned Approach

• Listen and engage customers directly– Online– At conferences– Community participation

• Build positive equity through valuable content• Become a community member• Seek out influentials

Phase One: Engage!

• Team approach to response• Monitor using Radian6 and manual searches • Classify as crisis or not (>20 Technorati authority or 100

followers)• Classify as general issue or technical customer service• Engage in a variety of places:

– Blog posts– Twitter via NetSolCares– Technical forums

Phase Two: Contribute to the Conversation

Phase Two: Content Contributions

• Solutions Are Power blog• Participation at numerous events• Solutions Stars Video Conference– More than 5,000 visitors– Trended on Twitter– 60+ blog posts to date– 700 tweets via solutionsstars hash tag

Analysis of Positive Sources

Into the New Year!

• Continued blogging with new voices• Expanded offerings– Women Grow Business– Smart Business Success Index– Webinar– Small Business Conference

What Does 2009 Hold

• More community engagement– Events– Online monitoring

• Content: Seeking to help small businesses, web companies during recession– GrowSmartBusiness.com

Training other advocates

• Social Media• Twitter• Blogging• Bookmarking

Reputation Management Takeaways

• Embrace your errors• Respond quickly• Build relationships beyond the incident– Listen– Participate

• Create great value for your community– Events– Content and research

Thank You!

Questions?Shashi BellamkondaSocial Media SwamiNetwork Solutionssbellamkonda@networksolutions.comTwitter: @shashib

Geoff “We don’t need No personal brand” LivingstonSenior Vice presidentCRT- Tanaka ( Formerly Livingston Communications)Twitter @geofflivingGeoff@crt-tanaka.com