Vanessa DiMauro

Social Media Policy Guidelines for Physican-Patient Relationships

The boundaries between the physician - patient relationship have always been difficult as the relationship is based on trust, intimacy and the ability to share information from both sides of the desk. This relationship has grown more complex due to the rise of...

Why Eva Per

As I sit at my desk thinking about a new blog post topic, I struggle to write. Not because of a lack of topics, but because this is my first day back from a glorious vacation. We all know that post-vacation tension between enjoying...

Avoid Online Customer Community Failure!

Failure. It's not a word anyone likes. Yet it is common occurrence with innovation projects. When projects fail, there's a natural inclination to avoid looking for the reasons why. This is especially true for online customer communities. A failure with...

John Coates and the WELL: Looking ahead by looking back

A month ago I went to London to give a presentation at the 13th annual VIRCOMM Summit. On a cold and rainy morning (it was London, after all) about a thousand community builders and social media managers from around the world gathered to think...

Spotlight on Cognizant’s B2B Online Community

B2B online customer communities are often the elusive queen of the social business world- gated, private and not often in the limelight, but powerful to the companies that host them. Due to the insights and competitive advantages they offer, their inner-workings are often...

Connecting The Dots On The Social Experience

Your B2B firm trumpets its engaged, active customers. These customers, the sweet center of any successful business, generate a significant portion of your firm's revenue. These same customers serve as references; speak at industry conferences; share ideas and feedback about your company. When they...

10 Cheers for Community Managers Everywhere! (#CMAD)

Community Manager Appreciation Day (#CMAD) is just around the corner. Monday, January 28th marks the fourth annual celebration, started by Jeremiah Owyang. Read about the history and happenings of this day here. This is the day for celebrating the often-unsung heroes of the online...

Online Community Content Map (Part II): Why Online Content Must Answer The “So What?”...

In part one of this series, I discussed how content in an online community has to answer the "So What?" question for members. My approach is to go beyond simplistic editorial calendars and, instead, focus on the content's value to members using "Level of...

The Online Community Content Map – Part One

Creating meaningful content for an online community is a tricky business. Few online communities survive solely on member discussions. As I am fond of saying, people come for content but stay for community. However, if online community management shares too much content...

Thanksgiving Recipe: Social Media Soup

Thanksgiving time in the US always yields an onslaught of new and tried and true recipes to help us prepare a memorable meal for our friends and family. A few years ago, while enjoying the results of a well-planned Thanksgiving holiday dinner...

Why Branded Online Community Delivers On Social Customer Care

Just last week my colleagues at Social Media Today released the 3rd annual Social Customer Index Report which is chock full of data to fuel any organization's efforts to leverage social media for customer service. This report is cause for celebration from those of...

Are Private Social Networks Seeing Their Hayday?

Earlier this week I published an article on Forbes:"The Private Social Network: It May Just Be What Your Company Needs,"which explores the quiet but powerful revolution private online communities are bringing to businesses. Unlike the bright lights, buzz and superficial attention generated by...

Social Media Manager vs. Online Community Manager: Same or Different?

One recent morning I saw a post in one of my LinkedIN groups asking "what is the difference between a social media manager and an online community manager?" Easy, I thought, and offered a quick response on my mobile ... "Social media managers bring...

Ten Questions: A B2B Online Community Readiness Checklist

A wide range of B2B firms are considering the need for creating and operating their own online customer communities. In the B2B information technology sector, customer support, knowledge-sharing and product enhancement communities are common. For example, nearly two-thirds (65%) of 207 firms surveyed in...

What Did You Find? New Social Tools = New Business Rules

$1.2 Billion for a social network platform – yowza! Or rather, Yammer! Online community and collaboration tools have come a very long way since IRCs, usenet and Delphi ruled the Internet. As important as Yammer's recent acquisition by Microsoft might be to...

Social Business Strategy Blog Must Reads

The web is awash with information about social media marketing, but relatively little of it explores B2B Social Business in ways that are useful to the enterprise or take into account the matrix of issues that must be considered when developing the right strategy...

Nearly 80% of People Participate In Online Community to Help Others

Because I am a veteran online community builder, one of the most common questions people ask me is why do people participate in online communities. Even after seeing many online communities succeed over time, this remains a tough question to fully understand. For some,...

Insights Into The Social Mind

Social business is dynamically changing the face of human interaction and communications globally. The emergence of new social behaviors and interrelationships between individuals, organizations, thought leaders and influencers are evolving in new and previously unforeseen ways primarily because of social media networks and peer groups.…

Let the B2B Games Begin!

I am one of those jaded, cranky people who think everything new must prove itself over time. A credit to my Yankee roots, I don't get excited about much. This is sometimes a disadvantage. For example, when I was invited into...

Social Insurance- Getting Back To The Basics Of Relationships

When was the last time you thanked your car or home insurance agency for helping you? Or reached out to them before you got into a fender bender with another driver to talk about safe driving tips? Probably never-- if you are less...

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