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SocialMedia.orgVideo Case Studies
Renee Horne
Making Social Work at FedEx
This video is from
BlogWellSan FranciscoJune 20, 2011
socialmedia.org/blogwell
SocialMedia.orgCase Studies
This presentation is from
BlogWellChicago
July 18, 2012socialmedia.org/blogwell
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Making Social Work
at FedEx
Presented by Renée Horne
Director, Digital & Social Media Engagement
Find me on Twitter: @RLHorne
Hashtag: #FedEx
Today’s Objectives
• Share FedEx Approach
• Share Case Studies
• Q&A
Social Business
“Center of Excellence”
Governance
Conversation Platform
(Content)
Tools and Technologies
(Channels)
VOC, Measurement and Analysis
Knowledge Management
Social Business as a Practice
• Building the foundation or ‘Social Courage’
Guidelines, training and education, benchmarks and shared best practices
Voice of Customer, Measurement & Analysis and engagement protocols
• Engaging the marketplace through digital storytelling
Activating a network of digital channels enabling access to key audiences
Delivering multimedia content and programs that engages and influences
• Engaging the workplace using social technologies
Evolving internal communication channels to be more relevant
Enabling work to be done in new ways
Building Social Courage
Digital & Social Media
Playbook
• Clear strategy and policies for
each channel
• Detailed guidance on content
planning, creation and
distribution
• Eases use, eliminates
ambiguities, mitigates risks and
optimizes results.
Full Scale eLearning
Certification Curriculum
Foundation
Fundamentals
Fusing into practices
Focusing for
success
Social media:
changing how we
work, buy, believe
change
Twitter 101 Social media for crisis
communications
Incorporating social
insights into program
planning
Business
communication : 3
fundamental skills
Facebook 101 Executive
communications in a
social world
How FedEx is
transforming customer
service
Understanding FedEx
employee social
media guidelines
Writing for blogs Trends and emerging
best practices: CSR &
Social Media
Measuring social
media programs and
campaigns
10 guiding principles
of social media
engagement
Video in social age 10 Steps for Planning A
social media campaign
Emerging trends in
social media tools and
technologies
Managing a
successful online
community
Engaging the Workplace Case Study: I am FedEx
Engaging the Workplace Case Study: Evolving the Corporate Intranet
An innovative way for FedEx employees to work,
collaborate and communicate.
Engaging The Marketplace:
FedEx Footprint
Case Study: Start the Shift – Video: Unique, Engaging, Storytelling Content
FedEx Blog
FedEx Facebook
FedEx Twitter
Thought Leader Engagement
Case Study: Enchanted Forest
Case Study: FedEx Panda Express
Case Study: FedEx Panda Express
Case Study: Small Business Saturday
Case Study: Small Business Saturday
Case Study: Virtual Roundtable Disaster Preparedness for Small
Business
Case Study: Holiday Package Incident
Case Study: Holiday Package Incident
“THIS is how you handle a
corporate crisis.” - Charlie White
Senior Editor, Mashable
Case Study: Holiday Package Incident
Lessons Learned
• Plan
• Listen
• Own It
• Respond
◦Speed
◦Transparency
Case Study: Investor Relations on Stock Twits
Q&A
Renée Horne
Director, Digital & Social Media Engagement
Find me on Twitter: @RLHorne
Hashtag: #FedEx
Learn more about past and upcoming BlogWells
socialmedia.org/blogwell
This video is from
BlogWellSan FranciscoJune 20, 2011
socialmedia.org/blogwell
SocialMedia.orgCase Studies
This presentation is from
BlogWellChicago
July 18, 2012socialmedia.org/blogwell