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Social media represents a broad change in how people communicate with one another. This is exciting for businesses as it presents new channels and methods of reaching consumers. As such, early adopters have encountered both successes and failures in developing strategies that incorporate this new paradigm. smashLAB advises groups to remain strategic and pragmatic in employing social media.
Social Media

  • Social CRM: The New Frontier of Marketing, Sales and Service
    - Presented by Accenture
     Author: Joe Hughes, Senior Executive with Accenture’s Customer Service and Support Business

    Social CRM presents many opportunities to build a distinctive capability that can serve as a building block of high performance: a method to potentially connect more tightly with customers at lower cost and in a way that provides a real differentiation from competitors.      Read More...
  • 18 Ways to Engage Users Online - A Guide for Community Managers
    - Presented by Angela Connor - Online Community Strategist
     “One of the most important aspects of a community manager’s job is cultivating a relationship with users. I've learned that it's only as tough as you make it and that you can connect with people online in many ways. Often it's just by sharing a blurb about your own life or even asking a simple question about theirs. When it comes to connecting with users, don't "over-think it." Start a conversation, and sit back and watch it grow. Consider the community a huge group of your friends, and act accordingly.” -Angela Connor  Read More...
  • Contact Centers Go Social
    - Presented by Avaya
     Companies that operate contact centers have a particular need to sort out the social media options, select the right ones and integrate them into their operations. Deploying the social media platforms that are revolutionizing communication and interaction can be a game-changing opportunity to expand contact center reach and performance. But how do you go about it? How do you sort through the myriad offerings? Where should you focus your energy and resources? What mistakes do you need to avoid as you develop and execute social media initiatives?

    For companies operating contact centers, social media success hinges on understanding the role and capabilities of the many tools available. Companies will also need to decide what they want to accomplish using social media and then set a strategy that brings focus to social efforts and effectively integrates them into center operations.      Read More...
  • The Changing Role of Marketing and PR in the New Age of Social Media
    - Presented by Calysto
     In today’s world of information overload, there is a fundamental paradigm shift going on. As people try to sift through the vast array of news around them, they are moving away from placing their trust solely in “traditional media” and are migrating toward content created by online communities such as Wikipedia, YouTube, Facebook, MySpace, LinkedIn, digg, the blogosphere, etc. This shift has many people asking how they can tap into this new form of media and the large and influential audiences that power it.  Read More...
  • Harnessing the Power of Social Media
    - Presented by DNA13
     Corporations are stymied by how to monitor brand reputation, respond to crisis and even approach social media. In this dna13 white paper, we’ll explore who is doing it right. What are the secrets to their success? Based on interviews with the best editors and analysts in the U.S. , we’ve uncovered corporate communications executives who “get it.”  Read More...
  • Social Media: the case for online engagement
    - Presented by DNA13
     This white paper is for corporate communications, public relations and marketing managers who have more budget constraints and fewer resources than ever—yet, are still expected to engage with the new channels and deliver on brand and image expectations. At dna13, we see the recessionary climate combined with the power of social media as a new vista of opportunity. Joining the conversation and shaping public opinion holds promise of reducing the costs of communications.  Read More...
  • Distributed Influence: Quantifying the Impact of Social Media
    - Presented by Edelman
     At the end of 2006, Time magazine quoted Thomas Carlyle as saying that "the history of the world is but the biography of great men." They went on to explain that he believed that it is the few, the powerful and the famous who shape our collective destiny as a species. This theory took a serious beating last year.

    For the first time in history, technology has reached a point where everyone has a voice. This voice, articulated through social media, can be extremely powerful and can force individuals, companies and communities to change the way they behave.      Read More...
  • Integrating Search and Social Media
    - Presented by iCrossing
     The simultaneous rise of search and social media has created a confusing technology landscape for many firms. For some brands, user-generated content poses a threat to valued brand equity. Retailers are often unsure of how best to promote their products with search and the new, social Web, while disruptive content syndication models leave many old media firms gasping for air.  Read More...
  • What is Social Media?
    - Presented by iCrossing
     it’s written as a short, sweet summary of the phenomenon called social media. it’s an unashamedly straightforward work, intended to give you a brief overview of the story so far, maybe fill in a few gaps and act as a reference guide.  Read More...
  • Gold in Them Hills: Computing ROI for Support Communities
    - Presented by Lithium
     This paper describes approaches used successfully by Lithium Technologies’ customers to compute a realistic ROI (Return On Investment) for their support community initiatives. We define ROI as Cumulative Benefits minus Cumulative Investment. You can use this paper in two ways: to get a general education about community ROI, or to create your own custom ROI analysis.  Read More...
  • Social Media Marketing Industry Report- How Marketers Are Using Social Media to Grow Their Businesses
    - Presented by Michael Stelzner
     Social media marketing is an engagement with online communities to generate exposure, opportunity and sales. It seems that many marketers see the social media frontier as the next marketing gold rush. Given the low cost of entry, many marketing pros are doing more than just dipping their creative toes into this gold-laden water.

    I f you're in charge of marketing your business, you'll want to closely examine what's on the following pages. My team turned over every rock, looking for the "not so obvious" findings among this content-rich data.      Read More...
  • Building & Sustaining Brand Communities
    - Presented by Radian6
     Community is more than a thing, more than a collection of people. It’s a mindset and an approach to doing business that reflects a focus on customer experience, the role of a company within the industry it serves, and the intersection of corporate presence with personal touch. As the emergence of the social web continues to help businesses see the impact of the online space on the way they’ve always done business, a community strategy will grow in value and importance along side other business strategy.  Read More...
  • The New Rules of Launch
    - Presented by Rick Braddy
     "The New Rules of Launch" eBook describes how to TAKE CONTROL of your software or SaaS product launch process, leveraging the full power of the Web and social networking.

    The Web and social networking have changed the rules for how we launch anything new - products, websites, services, even companies. Today's "new rules" dictate a two-way communication process and the development of a community of eager early adopters around your launch. How do you launch software products and SaaS websites that quickly build momentum? How do you incorporate social networking into your software launch? "The New Rules of Launch" – a 62-page eBook available at no charge – and with no registration required.      Read More...
  • A Primer in Social Media
    - Presented by SmashLab
     Social media represents a broad change in how people communicate with one another. This is exciting for businesses as it presents new channels and methods of reaching consumers. As such, early adopters have encountered both successes and failures in developing strategies that incorporate this new paradigm. smashLAB advises groups to remain strategic and pragmatic in employing social media.  Read More...
  • Social Media Tracker
    - Presented by Universal McCann
     UM’s latest “Power to the People” survey has revealed dramatic changes in the way that consumers are using the internet to create and share their thoughts, pictures and videos.  Read More...
  • User Generated Advertising: Five Reasons to Start your Crowdsourced Ad Campaign
    - Presented by Zooppa
     Social media has changed the marketing landscape. The role of the consumer has changed from a one-dimensional buyer who was the recipient of information to a multi-dimensional participant: communicator, commentator, collaborator and creator. With a flattened playing field, advertisers have to make key adjustments in order to stay relevant to their consumers.

    Moreover, the trend for user-generated content creation and consumption is on the rise. What are the main benefits of user-generated content? How can marketers leverage user-generated content to better connect with their audiences?      Read More...