Sessions at SXSW Interactive 2011 about Public Relations and Facebook

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Sunday 13th March 2011

• Social Customer Service in Real-Time

  by Chelsea Marti

  Social strategy is quickly stretching across various areas of organizations, landing anywhere from customer support to marketing and more. The reality is that customers and prospects are talking about your brand right now, on social platforms like Facebook and Twitter. Find out how brands are adapting quickly, and addressing customer inquiries in a timely manner in a variety of industries, resulting in better organic word-of-mouth recommendations and more.

  LEVEL: Intermediate

  • Customer Support
  • Facebook
  • Public Relations
  • Social Media
  • Twitter

  At 11:15am to 11:30am, Sunday 13th March

  In Ballroom E, Austin Convention Center

Tuesday 15th March 2011

• How Brands Respond to Facebook Attacks

  by Laura P Thomas, Michael Lazerow, Bryan Person and Ekaterina Walter

  What should brands do when their reputations are taking a beating in front of millions of eyes on the world's largest social network?

  If they're smart, they won't go the way of Nestle, which chose sarcasm and silence on its Facebook Wall in confronting an attack from Greenpeace earlier this year.

  Instead, brands will follow the lead of companies like Capri Sun, which responded to a major customer complaint by regularly sharing the facts and then truly listening to their fans, ultimately averting a crisis.

  From discussions on striking the right tone, moderating fan comments, and planning content, our panelists will share stories and best practices that demonstrate how brand marketers can answer and engage their Facebook critics.

  LEVEL: Intermediate

  • Branding
  • Facebook
  • Public Relations

  At 11:00am to 12:00pm, Tuesday 15th March

  In TX Ballroom 1, Hyatt Regency Austin