Week 5: Enterprises using social platform

Hello readers,

Welcome to my last blog for portfolio 1. In this week’s blog I will be talking about Cisco Systems. Cisco is an American multinational company focused on networking devices, networking management tools; Cisco based IOS and software’s, datacentre’s, security and list of Cisco Products. It’s a leader in IT networking industry utilising McKinsey&Company social technology value “levers” or techniques generated through social technology. 

 To support their vast products and services, they have Cisco blog. As I have already discussed in my previous posts, blogs are very important for any business. Business blogs are very important and looks official and authentic where officials of the company directly or indirectly interact with the customers and pay more attention. 

Cisco Blogs have varieties of blogs dedicated for particular services. The blog directory helps to find any specific topics covering Technology, Industries, Corporate News, Support and specifics blogs for company based countries and regions. Blogs on topics such as Data Centre and Cloud and Security are my personal favourite.  This blogs have helped me in many of my degree subjects. 

Talking about MacKinsey 10 social media levers, Cisco provides its customer service via social media Twitter  and Facebook. Also out of other MacKinsey value levers, Facebook and Twitter helps to provide marketing and sales of the product and business support. 

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Week 4: Customer Service at Telstra 24x7

Hello Readers,

Today I am going to talk about how enterprises use social technologies in a way that adds value to their organizational growth. According to McKinsey Global Institute report, the 10 values levers describe the tactics used by the enterprises to generate value from social technologies. I will be concentrating on Customer Service. A To explain further how customer services helps improving organizational productivity I chose Telstra.

According to the report released by Social Pulse and Online Circle Digital, Telstra have been named as leaders in responding to customers queries through social media. It explained how Australia’s biggest companies are moving towards social media and making it as their customer service channel.

Telstra have their social media channels known as Telstra Exchange. Telstra social media channels

Social media tools like Twitter, Facebook, blogs and forum all are used to provide customer service to their customers.

One of the best customer services I felt was good was on Facebook. Telstra have their 24×7 on Facebook page, wherein we can see all the offers and promotional events of the company. On their Facebook page have 24x7 Live service. On this page we can actually have a live 24x7 Chat with the agent.  Customer care agent tend to resolve social media queries quickly but rather suggest its web chat service option. While Live chat is more related to answering more complex problems. According to Telstra official website, "The social customer care team at Telstra has almost doubled from last few years while their web chat has grown close to 600 for its services of 24 hours a day."

Telstra also have customer support for mobile phone, internet or landline on @Twitter. On Twitter @Telstra provides 24x7 customer support and answers queries if any. 

Crowd Support customer form of Telstra is another way of interacting with their customer service. Crowd Support is the online support forum which helps to ask questions and answers about Telstra’s products and services. 

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Week 3: Using web-based RSS Reader.

Hello Readers,

Welcome to my 2^nd blog activity. Today I’m going to discuss about social media tools. We all must be familiar with most of the social media tools such as blogs, online advertising, Podcasting, social media, Wikis and various other networking sites like Twitter and Facebook. But today I’m going to share my views on one of the popular social media tool called RSS feed.

What is RSS? 

According to Rowse, 2013, RSS (Rich Site Summary) is a technology that is being used by millions of web users around the world to keep track of their favourite websites. It‘s basically a format of delivering frequently changing web content. Various social media related websites, news related websites, and weblogs and many online content publishers associate their content on RSS Feed. And then this feeds can be used to access the content related to the feed. 

This looks interesting; I mean I regularly use web to access different news sites. But every time I had to visit the site individually to read its content. And now with the help of their respected RSS feeds it helped me to easily stay informed by updating me with the latest content from the website which I am interested in. Also I saved huge time by unsubscribing from each sites newsletters.

To dig in further, I browsed various websites to looks for their RSS feeds and to learn more about it. The number of sites providing RSS feed is expanding swiftly which includes some of the big names like Yahoo NEWS , CNN News.

Before starting anything further, I have to sign up to a RSS reader or feed reader or news aggregator software’s. This tools help to grab the RSS feeds from various sites and display them to read. There are various RSS readers to choose from depending on the Operating System supported. Some popular applications of feed readers include Amphetadesk (Windows, Linux, and Mac), SharpReader (Windows), and Liferea (Linux). Also there are numerous web-based RSS feed reader available to use one of the popular been Google Reader. But unfortunately Google reader has now been decommissioned. 

To start with I chose Digg. Diggdelivers the most interesting and talked about stories on the Internet now. I think it’s one of the simplest RSS web readers I have seen during my research. It’s simple, user friendly and easy sing up and subscribe features are amazing. I actually didn’t have to create a new login Id for it; in fact I had an option to use my Facebook, Twitter or Google Id to login. I used my Google login to sign up to the web reader. 

The other reason why I choose Digg was that it was available on different platforms. So now we can Digg anywhere.  I use both Android and Apple iOS device for reading new articles and news. And we can download Digg’s application available for both Android based devices and for iOS devices.

You would also be interested to join Diggs Google+ community , Facebook Page, on Twitter or on Tumblr.

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