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

Facebook

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