Last week I did a half day workshop at Enterprise 2.0 in Boston. We had a great conversation! Over fifty people from a broad range of backgrounds attended! I was glad to hear that we had more than marketing people. There were some social media people, analysts, community managers, higher education (one in engineering!), programmers, and brands. I was really hoping for that diversity & it really spiced up things.

My hats off to the Enterprise 2.0 organizer, Steve Wylie. When he first talked with me I advocated for sessions on ‘community’. And when I saw the agenda I was so pleased to see many sessions on community related topics!

It was a challenge to create a slide deck to span 3.25 hrs and not know my audience. We intermixed discussion with the slides & we moved through questions & concerns.

Redefine Customer Communication

View more documents from Connie Bensen.

Here are my notes that I had going into the presentation:

Fear needs to be overcome. A topic of discussion recently is should social media efforts start at the grassroots level or executive?

There needs to be executive sponsorship and the company’s culture needs to be ready.

    • Are you seriously interested in what customers are saying?
    • Will you respond?
    • It’s not cheap. It’s time intensive

For Case Studies, Peter Kim’s wiki has over 1000 case studies that can be searched by industry.

To ensure success, choose a small project, then establish goals & strategy.

Suggested blogs to read:

Let me know what questions you have on the slide deck. And I have other presentations on measurement & community building on slideshare.net