Adopting Social Media Communication for IT Service Industry

This presentation discusses the benefits of adopting social media communication for the IT service industry. It covers the operational and competitive uses and benefits, technology analysis, and adoption analysis. The presentation also highlights the risks and value chart, solution approach, and tonality/sentiment analysis.

SOCIAL MEDIA
COMMUNICATION

BACKGROUND
ATLASSIAN CORPORATION PLC IS A AUSTRALIAN COMPANY. THEY ARE
FOCUSED ON THE DEVELOPMENT OF SOFTWARE AND ONE OF THE BIGGEST
FIRMS ACROSS THE GLOBE BECAUSE IT IS PART OF THE SILICON VALLEY
HUB.

TECHNOLOGY DESCRIPTION
• TECHNOLOGY ADOPTION IS PRIMARILY
MEANT TO INCREASE PRODUCTION RATE,
EFFECTIVELY DELIVER SERVICES AND
MAXIMIZE PROFIT GENERATION.
• IN IT SERVICE INDUSTRY, ADOPTING
SOCIAL MEDIA COMMUNICATION OF ITS
SERVICES WOULD BE QUITE CONVENIENT.
• THIS WOULD INCREASE CUSTOMER
SATISFACTION AS WELL AS CUSTOMER
LOYALTY.
• SOCIAL MEDIA COMMUNICATION CAN
ASSIST THEM TO EXPEND THEIR BUSINESS.

USE AND BENEFITS
• ADVERTISE CERTAIN SERVICES.
• GAIN CUSTOMER LOYALTY
• ENGAGE WITH CUSTOMER ON DAILY
BASIS.
• FAMILIARIZE THE CLIENTS WITH
NEW UPDATES

OPERATIONAL USES AND BENEFITS
• INCREASE BRAND
AWARENESS
• INCREASE WEBSITE
TRAFFIC
• GENERATE LEADS
• BOOST SALES
• PARTNER WITH
INFLUENCERS

COMPETITIVE USES AND BENEFITS
• HAVING SUCH PLATFORM WILL ASSIST THE
COMPANY TO REACH TO HUGE AMOUNT OF
CUSTOMERS. HENCE, THEY WILL GET
COMPETITIVE ADVANTAGE OVER OTHER
ORGANIZATIONS.
• THIS APPROACH WILL ALSO ENABLE OTHER
OPPORTUNITIES IN FUTURE. FOR INSTANCE,
THEY CAN ADVERTISE THEIR NEW
PRODUCTS AND SERVICES EFFECTIVELY.

TECHNOLOGY ANALYSIS
Amplify the business presence
Running campaign through Social Media
Reducing customer service costs with proper
Social Media monitoring process
Getting feedback on products and services
Track public opinion for a particular product
or business division.

TECHNOLOGY ANALYSIS
Flame detection (bad rants)
New product perception
Brand perception
Reputation management
Trend Spotting
Analyzing virality of the content
Effectiveness measurement of Social
campaigns
Lead Generation
Social listening for Government

TECHNOLOGY ANALYSIS:
Social media will provide
several advantages in
terms of
• accessibility,
• Functionality,
• Easy access,
• Enhance customer
engagement.

SOLUTION APPROACH
Social analytics taps and analyzes
consumers’ opinions converting them
into insights, which helps businesses &
marketers in identifying potential
leads, areas of customer satisfaction or
any customer grievance for a product
etc.

TONALITY / SENTIMENT ANALYSIS

OPERATIONAL AND COMPETITIVE RISKS
• INTRODUCING A NEW IT TECHNOLOGY IN THE ORGANIZATION IS A VITAL
OPERATION.
• IN ORDER TO UPDATE CONTENT OF SUCH PAGES AND MAKE NECESSARY
CHANGE OVER TIME, APPROPRIATE EXPERTS INVOLVEMENT IS
NECESSARY.
• THE EXISTED BUSINESS MODEL WILL BE DRAMATICALLY CHANGED AFTER
IMPLEMENTING THE PROJECT. SEVERAL ISSUES CAN BE OCCURRED TO
ADJUST TO NEW BUSINESS MODEL.

OPERATIONAL AND COMPETITIVE RISKS

ADOPTION ANALYSIS
• THE NEW APPLICATION NEEDS CERTAIN AMOUNT OF RESOURCES IN
ORDER TO FUNCTION PROPERLY.
• THEY ALSO NEED TO ALLOCATE A TEAM IN ORDER TO MONITOR AND
MANGE THE APPLICATIONS.

RISK AND VALUE CHART

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