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by Olivier Blanchard
Social Media ROI: Managing and Measuring Social Media Efforts in Your Organization
Title Page
Copyright Page
Dedication
Contents at a Glance
Table of Contents
Praise for Social Media ROI
Foreword: ROI Doesn’t Stand for Return on Ignorance
About the Author
Acknowledgments
We Want to Hear from You!
Reader Services
I. Social Media Program Development
1. Creating the Social Company
2. Aligning Social Media to Business Goals
3. Planning for Performance Measurement
4. Establishing Clarity of Vision, Purpose, and Execution
II. Social Media Program Integration
5. Understanding How Social Media Plugs into the Organization
6. The People Principle
7. Establishing Social Media Guidelines for the Organization
8. Laying the Operational Groundwork for Effective Social Media Management
9. The New Rules of Brand Communications in the Age of Social Media
III. Social Media Program Management
10. Listening Before Talking
11. Social Media and Digital Brand Management
12. Real-Time Digital Support—Fixing Customer Service Once and for All
13. Social Media Program Management—Putting It All Together
IV. Social Media Program Measurement
14. Creating a Measurement Practice for Social Media Programs
15. ROI and Other Social Media Outcomes
16. F.R.Y. (Frequency, Reach, and Yield) and Social Media
17. Social Media Program Analysis and Reporting
Afterword
Index
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Praise for Social Media ROI
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