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by Wenxiang Wu
At the South by Southwest (SXSW) festival, Zopim (www.zopim.com), a leading provider of cloud-based Customer Engagement solutions, will hijack the city of Austin, TX to sow the seeds of customer love.
Leveraging SXSW attendees' infamous love for the fun and wacky, "The Support Grinch", a superbad green monster will be unleashed onto the streets on 9th March 2012. He will terrorize innocent civilians with his unsanitary vocabulary, outrageous hairdo and evil smirk.
Fortunately, his green Achilles' Heel is well-documented - the Support Grinch hates hugs. This SXSW, join hands with thousands of heroes on HugTheGrinch.com to hunt the Grinch down. Snap photographic evidence of your loving heroics, and stand a chance to win great prizes, including the ultimate MacBook Air, sponsored by the customer lovers from Zopim!
Very much like the free hugs movement, our goal is to spread spontaneous fun and happiness at SXSW through this mobile game that we conceived in our spare time over the past two weeks.
Linking back to our business, customer engagement software is only part of the equation for customer happiness. We see our users inject great passion, humor and spontaneity when using Zopim to chat with their customers. This reinforces our belief that true customer joy can only be delivered when people within the organization are truly happy, in line with the values of the Delivering Happiness movement.
Aside from this fun HugTheGrinch side project, our full time job is building amazingly simple customer engagement tools. Our award winning flagship product - Zopim Live Chat - has helped more than 35,000 online businesses wow their customers through real time chat engagement. With Zopim, our customers are happily targeting high-value website visitors, chatting directly with customers, building great relationships and increasing brand equity, everyday.
Social media companions and multiscreen viewing experiences are now as synonymous with premiere, primetime television as your living room couch. However, what does all this multitasking and social engagement mean for the networks promoting shows? Nearly every major network and cable outlet includes at least one social media component to compliment its linear programming, driving engagement with its viewers. But, why? This panel will explore (and hopefully answer) what is the measurement of success in multi-screen viewing. Does social media directly drive ratings? Does social/digital buzz translate to more eyeballs on the screen, or just more critics? We will delve into how social media is driving tune-in and increasing buzz surrounding linear programming. We will look at spikes in viewership associated with spikes in social media and strong SM campaigns through various case studies and examples.
Quick and effective communication may run afoul of traditional Jewish culture for the “The People of the Book.” Consuming information in 140 characters requires true customization of message. Branding a nonprofit in a digital world is a highly effective endeavor, and a new feat for organizations nearly or exceeding a century in age! This panel’s discussion will focus on three key issues:( 1) Targeted Update Messages; (2) Bridging technological gaps between community leaders/communicators and social media experts; and (3) Community Engagement.
Bringing together top filmmakers, change agents & digital communicators, this panel will share practical tips, tools & tactics for activists, non-profit pros, volunteers & creatives to affect social change through documentary-style online video.
As online video consumption increases dramatically, your organization or cause should be developing long-term or campaign-focused strategies for film. Whether you intend to raise awareness or funds, using video efficiently & effectively could be the key to inspiring action.
This panel includes new media pioneer Dorothy Engelman, who specializes in creating content for non-profits & founder of Get Involved, a network for volunteers; Rob Dyer, founder of Skate4Cancer & star of multiple engaging online videos & short docs; & Sherien Barsoum, former social worker & documentarian behind ‘Colour Me’
Join Don Tapscott's book signing after his opening keynote for SXSW Interactive
on Friday March 9 from 2:00-3:00pm in Exhibit Hall 5 at the Austin Convention
Higher education isn't known for early adoption of innovation. As an industry, it tends to lag behind. This has been generally true of social media implementation as well. And yet some institutions have been successful at creating social media programs that are strategic, integrated, measurable, innovative, and most important, highly successful. How have they overcome the obstacles? Who made it happen? What changes were required to normal ways of doing business? And what can we all learn from it?
As more and more students take online courses and work multiple jobs to pay for their education, they physically visit campus facilities less often, effectively disengaging them from the institution. As we live more of our lives online, how can we create more opportunities to connect with and engage our students through online networks?
This panel is about the many ways in which modern internet adoption and use mirrors the development of agrarian sharecropping in the South following the Civil War- whereby African Americans provided massive amounts of labor to make other people rich, but could never move beyond basic subsistence living. According to the Pew Internet& American Life Project,as of May 2011, 25% of online African Americans now use Twitter, compared with 9% of such whites. African-American and Latino internet users are each significantly more likely than whites to be Twitter adopters. One out of ten African-American internet users now visit Twitter on a typical day—that is double the rate for Latinos and nearly four times the rate for whites. Pew research has also indicated that Blacks and Latinos are significantly more likely to use mobile devices to text message, use social networking sites, use the internet, watch and record videos, make charitable donation, use email, play games, listen to music, instant message and post multimedia content online. Yet disproportionate consumption of technology among Blacks, does not appear to be translating into wealth building and job creation in a community facing a 16.1 unemployment rate. Techcrunch founder, Michael Arrington caused a minor controversy when CNN’s Soledad O’Brien asked him about Black entrepreneurs in Silicon Valley and Arrington replied “I don’t know a single Black entrepreneur.” In 2012, the definition of Digital Divide appears to have shifted from access to technology to how communities of color leverage that technology.
Krista Neher signs her ‘Social Media Field Guide’ at the SXSW book store.
Passion for social issues has been an American ideal from the start. For hundreds of years, foundations and nonprofit organizations have been forming groups to provide support, comfort, and solutions to some of the world’s biggest challenges. Dialogue and subsequent action happens when dedicated people rally together in communities - live or virtual - to impact health issues, advance social causes, and make the world a better place.
With the ever-changing landscape of new digital community-building platforms, these socially responsible groups are taking advantage of new technologies to reach and engage their audiences. The panel will uncover the organizational strategies of community building, maintaining engagement over time, and uniting a group of people who may have never met face-to-face. From helping people quit tobacco to establishing support groups for rare diseases and supporting healthy lifestyles, each organization approaches community engagement in a unique way. Come hear the successes and set backs of community building that strive to bring social issues to the forefront and address them in modern ways.
Mobile social networking apps continue to grow in popularity, a trend that gives emerging technology companies a unique chance to partner with entertainment channels to provide audiences with an enhanced, personalized experience. Key partnerships between entertainment outlets and social apps like GetGlue and GroupMe are important for marketers to increase visibility, reach and engagement with specific audiences. The development of social networking apps give direct access to audiences who opt-in to receive exclusive content, news and special promotions. Panelists will address how audiences and brands are increasing visibility through apps and allowing audiences to transition from being simple “viewers” to actual “users” as they communicate directly with media through evolving social media platforms.
by Peter Kim
Understanding why social media works the way it does can be traced back to origins well before The Cluetrain Manifesto. I'll take a look into anthropology and the concepts of communal sharing, authority ranking, equality matching, and market pricing to analyze how social media works today. Most importantly, I'll discuss how brands - armed with an understanding of these basic ideas - can activate them in today's social media environment.
World food systems hang in a balance--the latest tech only hints at what’s coming. Consider the future of social tools with us, using a seafood lens. DNA testing, barcode scanning, big data and ubiquitous computing mean we can hack the food system like never before. Corporations have yet to provide consumers with tools to understand the impacts of our food choices. This is a change that we will have to lead. Let’s build it today. The open food system will be social. Disruption from a social food system may be as powerful as social media has been in the media world. We can demassify food like social tools have demassified media. Just as we have increasingly turned to the web to learn about—and influence—world and local events, so too we will turn to an open and social food system, managed online, to learn about and acquire food.
Smokey Bear has been a national icon since 1944 and has had a Twitter icon since 2010. Meet Smokey and the man behind the bear's tweets. While Smokey usually reminds folks that only you can prevent wildfires, in this session he'll help you see how you can build a social media wildfire, responsibly. Learn how staying in character is critical to improving the quality of your connections and interactions and get a better sense of how you can make a legacy brand relevant today. Attendees will walk away with 7 tactics that will revolutionize their communication strategy through social storytelling and create social good through social media at the same time. All attendees will also receive free bear hugs.
Join this fun, interactive core conversation and learn best practices and practical tips for using your social media voice to spark social action in the real world. Whether you care about supporting local schools, raising money for your Cause, or mobilizing your friends and neighbors for a service project or to respond to a community crisis -- this conversation is for you.You'll be working on teams to spark real world action right from the session room at SXSW. There will be fabulous prizes for the winning teams.This session is for anyone interested in being a change agent or standing up for a cause, and for formal and informal service and nonprofit leaders.
by Joel Simkhai
Location-based technology has played a significant role in the recent expansion and growth of social media. That role is set to further explode in the coming years. As the leading all-male mobile location-based social network in the world, Grindr has created a global brand that in the past two years has amassed a user base of over 3 million users in 192 countries. The Grindr team hopes to evolve this mobile GPS experience with Blendr – a new location-based mobile app for everyone in the world that lets you discover, meet, and interact with the people around you. This presentation will focus on the future of location-based social networking and how we can make it easier to meet new people around us. Discussion will include issues ranging from the idea behind a start-up to the implementation and development of that idea into a product, to growing a user base and using social media options to create brand awareness and loyalty.
Brands today exist in multiple mediums, defined by multiple voices. The media brands inhabit is iterative, with no beginning, no end, and little permanency. In that context, adherence to a big idea and endless repetition of centralized, fixed rules can make a brand seem unresponsive and out of step with its audience. But without repetition, how does a brand create consistency? And without consistency, how does a brand maintain value? This panel will debate, show examples and outline a new model within which experience designers show how brands should behave.
A resident tweets about a moldy apartment; the apartment company sues her for libel. An employee is fired because of a photo on Facebook. A monkey takes a self portrait on a digital camera accidently left in the forest by a photographer. Who owns the copyright – the monkey or the photographer? A month after the court verdict, there are more than 40 Facebook pages entitled F*ck Casey Anthony.
In today’s digital age, technology is advancing faster than the law. Do old-school laws apply to new-school technology? Don’t we have 1st Amendment rights online or should we be scared about what we post? In this thought-provoking session, we’ll look at legal issues, such as defamation, copyright, the 1st Amendment and hate speech, and how these issues apply to social media. We’ll discuss the definitions of these issues and examine recent court cases around social media and let the audience decide if these cases have merit.
by Andrew Keen
On the Internet, sharing is a trap. Today's digital cult of the social - which encourages us all to share our ideas, our habits, our friends, even our possessions on the Internet - is an assault on the individual liberty of 21st century men and women. This talk - which draws off Keen's upcoming May 2012 book, "Digital Vertigo" (St Martin's Press) - exposes the illusions and delusions of social media ideologues and reveals the dangers of collective identity and behavior in our social media age. Just as Andrew Keen exposed the idiocy of the Web 2.0 revolution with his 2007 hit "Cult of the Amateur", this talk will reveal the idiocy of our Web 3.0 social revolution.
by Andrés Traslaviña MS Ed and Daniel Medina MBA
The role of social media has been instrumental in the more recent political and economic development of Colombia, especially overcoming a devastating period of civil strife and violence. What inspired people to protest against violence? Colombia’s former Minister of Telecommunications will discuss how social media empowered people to join the war against drug trafficking and defeat the FARC, the guerillas of the revolutionary armed forces of Colombia. We discuss their own experience growing up in a drug-funded violent country known as “narcoterrorism”, which affected every level of society and became the greatest threat to social stability starting in the late 1980s. This caused them and many others to leave the country in search of freedom. The speakers will share their insight about how social media will continue to help decrease poverty levels and increase literacy in marginalized areas in Colombia, thus improving the well-being of people and promoting socio-economic equity.
If you're at a small organization, you might have more great ideas and willingness to serve your community than you do time, money, or help. Lots of small organizations in your shoes--associations, societies, coalitions, departments, units, health advocacy groups, community health centers, and non-profit start-ups--use social media for outreach, education, PR and promotion. Financial and human resource limitations make social media appealing for achieving organizational goals. But don't just assume that if you build it, they will come. And, don’t limit yourself to using the same strategies as larger organizations with more resources. If you want to do big things with social media at your small organization, you have to be creative and flexible, use what works, and know thyself. This presentation will help you think through developing, implementing, and measuring an effective campaign by sharing details of success stories from professional organizations and health advocacy groups.
by Daxton Stewart, Kathleen Olson, Riyad Omar and Victoria Ekstrand
Social media have made sharing information with friends and followers easier and quicker, but federal copyright law is struggling to adapt to the challenges presented by these tools. When hot news breaks, how soon can it be tweeted? If an image is shared via Flickr or Facebook, can it be used for news or marketing purposes? Is it fair use to post portions of song lyrics, news articles, or YouTube videos on your Tumblr? What legal ramifications do mock Twitter accounts face? Will Creative Commons save us all? This panel of attorneys, scholars and media professionals discuss how courts and the industry have been handling these issues and some possible solutions to resolve them.
No sticky mat necessary, though we'll address sticky situations arising from poor online social media manners and how to heighten our collective consciousness as upright citizens of the social media community through the lens of the yamas--the five universally ethical disciplines of yogic philosophy that govern how we interact with others. Transcending creed, country, age and time, these include non-violence, truth, non-stealing, continence, and non-coveting. We'll explore how online social media's far-reaching platform coupled with the implementation of the yamas breeds powerful potential for personal growth and philanthropic progress. No matter the model, the domain, or the product/mission/vision: the tipping point that will bring home humanity’s collective blue ribbon in advancing positive social change is perhaps best liberally paraphrased in the words of Krishna in the yogic text, the Bhagavad Gita: 'You have a voice and a purpose. For Pete’s sake, use them.' As online bodhisattvas-in-training minding our Ps and Qs and setting our integrated intentions toward information, news and POV dissemination, together we can, in the words of Gandhi, be the change we wish to see in the world. We'll share wellness tools to support you while you’re off saving the web wide world and explore the value added to both the person and the populace in bringing mindful media to the masses, one heartfelt hashtag at a time. Don’t worry, we won’t make you chant (well, maybe we will).
by Bill Pauls and John McHale
To quote Jay-Z, “I’m not a businessman, I’m a business, Man.” No one connects more deeply with their audiences than rappers. They're fearless marketers -- stirring up trouble, grabbing the mic, commanding attention, and ultimately, selling a ton of product. This session will look at (and listen to) how rappers turn personal brands into marketing platforms, including how they:
-project a consistent brand image
-market to new audiences (rappers have been doing this well since RunDMC met Aerosmith)
-innovate in a digital world (T-Pain’s popular Autotune App, for example)
-cross promote with advertisers
-leverage product placement (mmm, Cristal)
-and drive culture
Last year, Bing won the 2011 Grand Prix at Cannes International Festival of Creativity by launching Jay-Z’s new book. The question is, which brand was the bigger winner?
by Dave Kerpen
Are you using social media the right way in order to grow your brand? By following Dave Kerpen's 18 ways to succeed, your brand can become irresistible in the social media space. Based on his new book "Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& other social networks)" Dave will present how brands can thrive by using social media. You will learn the best ways to use each of the social networks, business success stories, and find out how to apply Dave's advice to your brand. 5 Takeaways for attendees: 1. Best Practices for Facebook, Twitter, YouTube, LinkedIn2. 18 rules to apply to and test your social media strategy3. Why listening and responding is so valuable to brands4. What sorts of content to put out to your audience5. How to be likeable!
From trademark and patent infringement claims to sweepstakes compliance, legal matters have started to impact businesses social media use in a meaningful way. But can marketers and PR teams create and launch social media campaigns quickly and effectively…in partnership with legal teams? Join Sprint in-house marketing counsel June Casalmir and her former Sprint PR client and current Capital One Senior Marketing Manager Rich Pesce for an honest and entertaining dialogue on building partnerships between social media managers and the lawyers who support them. Find out firsthand what it’s like to be the lawyer who deals with company social media strategies on a daily basis, and then hear a client’s perspective on best strategies for negotiating the legal review process.
Earlier this year, United Nations special rapporteur Frank La Rue overwhelmingly declared access to the internet as "an indispensable tool for realizing a range of human rights, combating inequality, and accelerating development and human progress." In particular, the report focuses on the ability of the internet to facilitate communication and collaboration -- hallmark features of social media platforms such as Twitter and Facebook, both of which played important roles in this year's Arab Spring uprisings. This panel aims to discuss the topic of social media access for populations which are typically denied internet-based contact with other humans: prisoners, the homeless, and the urban and rural poor.
The questions the panel explores will look at whether or not the reasons these groups are denied access is in fact justified, or if instead, efforts and considerations need to be made to revisit these communities. For example:
· Are the poor denied access because the free market simply hasn't trickled down to them yet? Or should the government intervene to provide internet access as a public good?
· Is the use of social media by convicts to commit more crimes reason enough to deny 2.2 million Americans access to connections to their loved ones and family back home? Could social media be used instead to support the prison systems aims of rehabilitation and preparation for society? Can we really expect someone
Economic angst has taught us one thing: Size doesn’t matter. The over-riding lesson we are learning worldwide is that a business that gets ahead of the curve is a smart one, not necessarily a big one. The rapid development and adoption of information communication technologies (ICT) over the last ten years is driving this change. As consequence, businesses are leveraging these new web, mobile and social technologies to interact with customers and prospects in a whole new way. A role reversal between SMB and Large Enterprise is taking place: SMB is becoming more ubiquitous and quantitative while Enterprise is becoming more personalized and qualitative. This session explores the causes, corrections, and outcomes of the changing dynamics within the marketplace that now allow SMB and Large Enterprise companies to compete for the same customers. Attendees will experience these dynamics first-hand in an #eggcellent real-time market simulation.
The very essence of work is changing, as firms transform themselves from traditional hierarchies of product and customer to networks of relationships and capabilities, placing new burdens on accounting and valuation; vertical integration models of the past are being replaced by open platforms and ecosystem; transaction costs continue to be lowered, but across global supply chains; corporations now engage with their customers on the customer's terms, in social networks where hitherto static brands now emerge as dynamic conversations. And the new generation at work thinks, feels and acts differently: they choose who they want to work with and what they want to work on. As processes get replaced by patterns, as exceptions become the rule, there is a lot to be learnt from MMORPG in terms of priorities, motivation, teamwork and outcomes.
Hot, Cold. Up, Down. Canada, US…. are we really poles apart? When it comes to the online space do Canadians differ from the rest of the world?
When it comes to time spent online, Canucks spend more hours surfing by almost twice the worldwide average. Added to that, a recent Comscore report indicates that 1 in 5 Canadians own a smartphone, putting us just above US penetration levels. This panel will discuss the behavioral variances that drive social media strategy for companies marketing in Canada. Regulation, trust, privacy and technological contrasts - or similarities - will be discussed in terms of how these operating differences impact the Canadian market.
We are pleased to have Richard Binhammer (Dell), Dave Fleet (Edelman Digital), and David Jones (Proximity) and Julie Tyios (JugnooMe) on this panel, which will be moderated by Keith McArthur (Rogers Communications). Is there really a “border” online? Join us to find out!
The Internet is a fantastic resource for sharing and storing ideas, information, and creative works. But users -- individuals and companies -- can't take advantage of that bounty without help from a network of large and small service providers, from social media services like Facebook to storage services such as DropBox and SpiderOak. Too often, these providers are cowed by legal threats into taking down perfectly legal material (like the Facebook page you use to network for your business) or revealing private information about their users. How can you earn your users' loyalty by doing better, and how can you help ensure that the services on which you rely do right by you and your customers? What legal risks do you need to watch out for, and how can you make them go away? A group of experienced lawyers and business owners will help you answer these questions from a legal and practical perspective.
9th–13th March 2012