Personal and professional Online Communication
a) Personal way: How technology has changed the way we communicate
b) Professional way: Online Communication Strategy in Business
Cristina Domene BeviáMaría Rosario Alfaro Garrigós
Personal Communication:
How technology has changed the way we communicate
Introduction
Telegraph in 1792
Telephone in 1890
Arpanet in 1969
Blogs: Blogger in 1999
Social networks: Facebook in 2003
Introduction
Certainly this method has revolutionized the way we communicate but, how has been the impact on people who use them?
Positive aspects
Negative aspects
New ways of communication
Quickly, easily and with a big variety of formats
The user of the media has shifted from a passive role to an active role.
The information is immediate.
Today we can decide about the information we want, search for it and also feed it with our own knowledge.
Positive aspects
These advances improve our daily lives:
We communicate with our family or friends
We can work remotely
We can attend a conference or receive news in real time
We can study anywhere in the world
Positive aspects
Negative aspects
A lot of information oversaturation
According to a study called ‘How Facebook Affects you and your relationships’, more and more people are getting obsessed with the Internet and social networks. Facebook
affect our mood
create us stress due to information or
images that publish our contacts
Case 1: How Facebook affects you and your relationships
Form 3 groups.
Discuss about the situation assigned to your group.
Think about your own feelings and the possible effects and interpretations of other people.
Discussion 1: Password’s dilemma
Form 2 groups.
Discuss in about the advantages and disadvantages of giving your email/Facebook/Twitter password to your sentimental partner.
Think about the consequences to give or deny your passwords to your partner.
Negativeaspects
Sometimes, people give more importance to the virtual world than to the real world. There are games like WOW or LOL that make young people prefer to make virtual hangouts with friends rather than with friends in the real world.
Negativeaspects
Whatsapp is another problematic issue.
According to Sherry Turkle (Ph.D. in personality psychology at Harvard), can cause problems with the sentimental couple.
All your contacts can know: if you got the message that they
sent
the last time when you were connected
These issues can create fights and jealousy.
Example 1: WhatsApp and the double check
https://www.youtube.com/watch?v=D5zaF61DeJQ 0:00 – 0:15
Conclusion
The technology is very powerful and can help us a lot, but it is necessary to use it with the head and not forget to communicate face to face.
The information technology was designed to approach people, not to replace them. Do not become obsessed with the online life.
The new communication channels can exert significant control over us if we do not have clear limitations.
Professional Communication:
Online Communication Strategy in Business
Index
Introduction – History
What is Online Communication?
Main Points of Online Communication in Business Community Manager
Web Page & Blog
Social Networks
Conclusion
Introduction - History
1º) Shop & Advertisement 2º) Telephone Book
3º) Internet contact 4º) Social Media
What is Online Communication?
Communication using devices connected to the Internet
Ambit: Personal (Friends)
Professional
Academic (School & University)
Public (Mass Media)
Examples: Blog
Virtual Campus
Community ManagerWho is
Functions
Web Page & Blog Importance
Update – Useful content
Graphic Design
Social Networks Choice
Importance
Graphic Design
Main Points of Online Communication
Community Manager
Who is? Person with specific studies: Online Communication
Able to make an integral strategy
Product knowledge
Able to use the social networks in a professional way
Functions: Write a blog for the company
Update the web page
Manage the social networks
Answer questions
Give Feedback
Example 2: Community Manager functions
https://www.youtube.com/watch?v=q9sHIQaFVC8 00:00 - 00:44 02:53 - 03:20
Web Page & Blog
Importance:
The Internet is the main place where people search information of a product.
Is an opportunity to show more information about the products.
Update - Useful Content:
News
Recomendations
Contact
Graphic Design:
Professional
Attractive
Corporate Identity – According with your product
Example: Ferrari web page
Ferrari magazine
Social Networks
Choice
Each enterprise should choose the social networks that fit better with their features.
Importance
Keep in touch with users - Feedback
Report news – Update every day
Solve problems
Graphic Design
According to the corporate identity of the enterprise recognized by the costumer
Ferrari Facebook
Example: Ferrari Twitter
Conclusion
The Online Communication is important to be visible for the users.
Is important to do a professional management of the social media.
The main points of the Online Communication are: Updating & Feedback.
Keep an attractive, professional and coherent corporate identity in all the strategy: Shop, Web Page, Advertisement, Social Networks…
Case 2: Community Manager in a crisis situation
CASE:
A famous supermarket discovers that 11 of the body creams that it produces contain two chemical components that should not be together. The Health Ministry makes an official report saying that the mix of those products can cause cancer.
The press publishes it in all the media and there’s a lot of chaos and preoccupation, because this creams are used for several consumers all over the country.
Many people begin to speculate in Internet too.
The Supermarket makes a study that reveals that the creams are not dangerous for the health. But the supermarket decides to retire them from the market anyway.
How would you do to solve this chaos as a responsible of the communication of the enterprise?
Case 2: Community Manager in a crisis situation
SOLUTION:
There are a lot of possible solutions, but the actions that this enterprise made were:
· Publish the report of the laboratory where show that the products are safe for the health.
· Make available a phone number and an email to the affected in all the media, where they could call anytime they needed.
· Publish in their social networks the information admitting the mistake and apologizing.
· Announced in public that the product formula will be changed.
· Announced that the costumers could give back the products to get their money back, even if they are already used.
· Emit an official communicate from the enterprise announcing everything that happened and the actions that were going to be taken in the future.
· Answer everybody (media and internet users) who was talking about that the product cancer with the results of the laboratory that deny this affirmation.
Questions?
Thanksfor your attention