I’m in the process of writing a case study for Cisco IT on social media tools LinkedIn Answers and Twitter. The challenges have been how to effectively utilize these tools in order to show ROI.
When first joining twitter, we got a lot of negative feedback about the structure of our posts from the community, which were very similar to that of an rss feed. Working in a large corporation, there is still quite a bit of ambiguity in what can and cannot be said on the internet in many of my colleagues minds. I guess that is to be expected in a large company such as Cisco, but I am very happy to see an increase in converasation around the topic.
Our twitter account has slowly evolved from a Cisco IT news feed to a real person with thoughts and opinions in the IT industry as well as some Cisco recommended resources.
LinkedIn answers has been a great tool as well that has been an enabler of conversations and relationship building. I was quite surprised with the amount of positive feedback that I have been getting in response to some of my posts relating to Cisco IT.
In the end we are measuring amount of relationships, engagements, and traffic back to Cisco IT and we are still learning what strategies and tools can work best for a group that is a Cisco resource for best practices and case studies.
