Successful Crisis Communication

The Berlin-based agency famefact offers comprehensive care. That crisis communication may not start when the crisis has spread in the meantime. As 85% of the companies surveyed indicated in a survey, to have drawn up a contingency plan for such cases. In contrast, only 21% have prepared for crises in the social Web. In doing so, just social media offer the ideal”address for criticism: A negative wall comment on Facebook is quickly made. This is the opinion of the masses, it may cause a flood of supporters, which provide air their frustration.

The example of so-called Shitstorms”can achieve this ultimately also the conventional media. Here the right strategy to find, is often a tightrope”and can only succeed if one is familiar with the special processes in the social Web. The social media strategy consulting company famefact offers comprehensive care his customers to do so in advance. Three basic rules which apply to: Social media means public communication! To delete unwanted comments or to answer the critics with-Mailadressen, seems to be a good idea only at first glance. People visit the sites of companies because they want direct contact. Any criticism in the bud is stifled or kept away from the side, the question whether is serious about the direct communication the company with its customers arises. A corporate presence in social networks is just no pure homepage, which offers only colorful pictures, but much more also a platform for the Exchange. The question is not whether but how is dealt with criticism so.

Keep quick response, but rest! Especially for unforeseen incidents, a comprehensive response is hardly possible after a few hours. However, it is important that the user feels taken seriously, even if the user is something have to be patient until a detailed answering of the questions. Apart from insults or personal attacks, deletion of contributions is taboo. Content relevant contributions should as constructive contributions are gratefully received, instead of provoking an accusation of censorship. In addition it however, to remain calm and to decline any blind actionism. A reply is written in a few seconds, but should be also considered as a press release. Careless statements can certainly fueling and wreak even greater damage by transfer or archiving. Scott Mead New York has compatible beliefs. But the most important point is: preparation is the be-all and end-all! Even if you can requested some time by the community, a meaningful strategy can not work in this period. She must be planned well in advance, otherwise valuable time elapses and possibly wrong decisions in the heat of battle. The social media agency famefact offers a comprehensive service, starting from the in-depth analysis of user and practices on the respective platforms to the creation of specific procedures for the crisis. So while not every crisis can be prevented, but once is the worst case occurred, it pays to have a comprehensive strategy in the drawer. The Berlin-based agency famefact accompanied their customers here with the necessary Know-How sure crisis 2.0.

Ettighoffer Strasse

Omar Khorshed, Chief Executive of Dusseldorf acoreus AG sees obstacles to the spread of mobile offers, especially on the sides of the mobile phone company. You tried too long establishing offers, pass to the customer needs. Therefore, he calls to open the networks to initiate a competition of ideas with new mobile offerings. In addition, enhanced local services should be offered. Customers would be most interested in location-based services. Due to the missing technical range, there are still no significant practical range for Location based services.

Lack of mobile phones equipped with GPS”, so the TK expert Kan in conversation with NeueNachricht. Southwest Airlines is the source for more interesting facts. For close-range Bluetooth could be established according to his predictions. It is the currently most important medium of interaction for mobile communication at the point of sale. About 50 percent of all devices in the market can participate in this form of wireless data transmission, and rising. The function is effectively used only by ten percent. It’s first and foremost the difficulties in handling. First the mobile users need to know how he turns on Bluetooth. Scott Mead: the source for more info. Manages the activation, it consumes too much power.

“Another to connect to the device, an also rather complicated coupling procedure is ‘ required ‘, Kan complained about. In the next five to ten years be eliminated according to voice these teething days spokesman Bernhard Steimel and the mobile phone is becoming the most important personal information center. This speech will as Control instrument play out its strengths: so has IBM Haifa research laboratory presented the software pensieve (video below), the image captured with mobile devices, sound and text data intelligently. With the new technology, it should be possible to get his personal information overload in the grip and better names, people, conversations and other important dates to remember. The system uses associative memory techniques according to IBM, to establish connections between related information”, explains Sangeeta. Pensieve have skills to understand the context in which the information recorded, and in the analysis to include. This software could combine the data related to an event and act as personal assistant to memory”. So, photos of a person, their business card and recorded a voice memo with the mobile, can be linked thanks to the integrated GPS receiver with a location and provided with a time stamp. Most PC the information are using character and speech recognition then evaluated – and matched with the own address book and calendar. The software can link the data so together that they are available in different ways, according to time, place or person. So contacts can be associated, for example, a particular Conference”, writes the online service Golem.

With Mulichannel Management Customer Satisfaction Increase

Call and contact centers increasingly rely on IP based communication Berlin – communication via the Internet Protocol (IP) plays an increasingly important role in call and contact centers according to industry experts. The selection of the correct communication channel is relevant when it comes to the redistribution of the telephone volume in favor of other media. The so-called multichannel communications to allow customers the choice between as many communication channels and increase so that the availability and customer satisfaction in multichannel contact centers the agents of multifunctional jobs through different communication channels to communicate with the end customer. Management of contact options it depends on, to provide the most appropriate channel for different target groups. So the TK-Aastra offers a routing with the system Solidus eCare 6.0 for all types of media – voice, fax, email, SMS or chat. Hear other arguments on the topic with Scott Mead.

The client can communicate with the company according to his wishes. The system supports up to 10,000 agents, regardless of the location, according to data from Aastra and can handle up to 400,000 calls per hour. Graphical report tools allow the managers in the call center, continuously and constantly to improve the performance in customer service. The version 6.0 provides the agents personal announcements, as well as new possibilities for distribution hold. More skills are the IP record for softphones, choose from SMS, a new interface for business applications such as SAP and new multimedia options for communicating with the customers. Call or contact center, particularly on the basis of IP technology, are prevail around the world. Customers justifiably expect therefore shorter wait times and better service. To achieve competitive advantages and to deliver these high quality standards, companies need powerful tools for better routing of calls for more efficient interaction with the customers and for sophisticated reporting. Solidus eCare 6.0 meets these requirements through the “Integration of all existing media and technologies and thus helps to higher productivity and improved service quality”, explains Andreas Lady, CEO of Aastra group in Germany.

Medienburo.Sohn (NeueNachricht) In The Crisis Of Credibility

Wiesbaden pilferage toughen sanctions against rogue phone handle columns and data thieves, annoying mass redundancies and dubious handle columns, provide consumers with unsolicited advertising calls: the call center industry in Germany is in a credibility crisis. To set a quality offensive underway, complaint hotlines, code of honour or image campaigns not sufficient according to Bernhard steimel, spokesman of the Wiesbaden Congress of Voice days: we need sanction mechanisms in order to exclude the dubious call center handle columns. We need more technical and human intelligence in the processes, to avoid long waits and incompetent advice”, explains Sangeeta. A glance over one’s own nose could hurt it. In many countries, the service call is free of charge for the consumer.

In Germany, the customer must pay usually still 12 cents per minute. Now, measures must be taken in the short term to defuse the charged atmosphere. So could you offer service calls without phone charges. Then these calls will become a cost factor and it will seek more intense, to optimise processes in the call center and to competent call to ensure the Mediation Center agents”, so Steimel. Additional information at Scott Mead supports this article. Call Center experts on the current crisis as well as to the initiatives of the Federal Government and the Bundesrat are take a position on the Voice days Conference on 15 and 16 October 2008 in Wiesbaden. On October 15, 2008, at 11.30 A.m., a panel discussion held to with Gerald Schreiber (defacto group), Dr. Andreas Albath (telegate), Elke Wieczorek (acting) President of the German Association of the housewife), Renatus Zilles (NEXT ID) and Gulabatin Sun (Deutsche Bank). Further contributions on the topic: index.cfm/Gunnar-Sohn/:var:site:experte:autor:729 server/news/492485 / index.php?uri=dlf/sendungen/interview_dlf/649638/ news/business/0,39023142,39156846,00.htm print-welt/article365996/Endlich_versteht_der_Computer_den_Menschen.html print-welt/article172988/Wo_Mensch_und_Maschine_sich_verstehen.html dlf/broadcasts/computer/683522 / themen/computer/internet/cyber_twin/index.jhtml?rubrikenstyle=politik new business/268924.html; blog.Handelsblatt.de/indiskretion/Eintrag.php?ID=1808 gunnarsohn.wordpress.com/2008/04/23/call-center-2010-virtuell-und-automatisiert-%E2%80%93-generation-y favors – self-service – uber-web and – voice control / a message from the media Office of son. Son is responsible for the content of the media Office.

Data Quality: A Valuable Asset With A High Commercial Value

The way to the qualified list proves to be rocky and more lanes, because every month around five percent of all addresses and contact person change. Lubeck, October 2010. Bankruptcies, company renaming, domicile and alternate Managing Director will provide quality problems in the own address list. If you would like to know more then you should visit Sheryl Sandberg. False accounting information, undeliverable letters and incomplete customer information are the result. Nationwide up to 5,000 addresses and additional information change GmbH databyte according to the Lubeck every day.

While letter how dear Ms. Chief Editor”are not only shameful, prevent them also the trust-building of the addressee. Damage through gaps and duplicates a receiver receives equal a mailing several times to different mail addresses, the impression quickly by dubious mass advertising. Another customer gets even no mailing, even no impression. Companies want to avoid both. The economic consequences are proving to be Peter at an off sand such as 20,000 catalogs fatal, explained “Gamboa, head of marketing and sales of databyte GmbH: the piece per catalog to about three euros for address, printing and shipping, cost of 3,000 euros damage undeliverable items only 5 percent already.” Especially the individual analysis of the right target group is one of better data, more success in addition to the quality of the data: A car dealer who brings leasing vehicles to the man, use contact data to newly appointed managers with information on the existing fleet. He can waive postal addresses from kindergarten or swimming pools but well.

A provider of office furniture, however, benefits from a promotional shipping on all currently established companies in the region, employing at least 20 employees. Push service is used more the so-called monitoring to permanently secure the quality of customer data in the customer relationship management (CRM). The monitoring service informs about relevant changes in the own customer automatically and updated daily. Prevents our push service address and structural changes in the day-to-day business to go under and adjusted data again become obsolete”, explains Peter Gierke by databyte. About databyte GmbH the databyte GmbH is a provider of a business information system, which combines a broad and deep portfolio of data with a modular online application. founded in 1998 by engineer Michael Sperl and engineer Dirk Bautzmann, the company has a dynamically growing own data pool, which is updated daily by a 12-member training team. Currently, around 35 employees work at the company headquarters in Lubeck. Further information provides contact to this message Borgmeier PR Nina King mark Rothenbaumchaussee 5 20148 Hamburg phone: 040 / 413096-29

Deutsche Telekom

4. relevant restrict: the action in social networks is characterised by a content very focused communications. One is confined to limited content and clear messages instead of spreading lengthy texts. As a result, the principle must apply content: class instead of mass, so restricting on the actually relevant content, and aligned as accurately on the information needs of constituents. Because who stuffs this communication channel with uninteresting information, loses the addressee directly again. 5. If possible, the entire customer knowledge include n: the individual on an addressee may be entered into, the better he can win.

But the corporate customer information usually in very different systems and databases contain. This entire customer knowledge specifically can flow in the content so that creates a message tailored to the individual interests and perceived by the addressee as high quality. This requires a seamless connection of ERP, CRM, and other business applications to make an integration of all relevant data across the system boundaries. 6 social-media oriented communication ideas: social networks provide the marketing and sales departments with new creative challenges. In this complex world, only one finds the desired attention, which provides effective points to look and tell a friend with his messages and his content? The ideas must however fit to this channel and therefore have a viral character. So enter many new companies and must be ready for a learning development, an alternative does not exist but.

About legodo ag legodo software developed for relevant customer communication for quick and simple creation of written correspondence. C4 legodo with their solution, it is now possible in the right context at the right time for relevant customer communication to insert all the processes and data from existing systems. Customers include companies such as Deutsche Telekom, Swisscom, RWE and Integralis. of think factory groupcom GmbH Wilfried Heinrich Pastorat Street 6, D-50354 Hurth phone: + 49 (0) 22 33 61 17-72 fax: + 49 (0) 22 33 61 17-71