On this page we deal with the social end of marketing referred to as Social Media Marketing. Good Social Media Marketing should have a purpose, and drive traffic to a single destination, most often to a website for more information or a shopping cart to sell a product. We look at your company, the industry you are in, and what kind of customers you want then we use that information to craft the right plan to get your company found and recognized online. I’ve been giving a lot of thought to the tsunami of social media, and in particular, that of social communications, and its impact on communication service providers – in particular, on fixed line and mobile operators.
What should communication service providers do in order to mitigate the impact or even benefit from the evolution of social communications? Many of the implications of Social Media can be said to be common to businesses in general – but the impact for communication service providers is likely to be much more significant.
What I observed was not the sort of communication that is facilitated by the traditional telcos and mobile operators – the communication service providers. It was mostly not one-to-one – most of our traditional forms of communication are between a calling party who calls a called party.
There was a very high volume of communication very rapidly – everybody could read many more perspectives and chime in more rapidly. It was an open discussion – anybody could join in and it was a discussion in a public forum.
Until the prevalent use of social communications, participants physically at a conference could only communicate with each other during the conference breaks. A few weeks ago, Richard Martin asked in his blog post whether service providers can do social media. Some service providers have tried a few things, such as integrating social communications in some manner or another with the traditional forms of communications. What can communication service providers do to mitigate the impact of social communications on their business? The user experience of accessing social media through cell phone and other mobile devices should becomes as rich as that through thick-clients.
As was exposed in Israeli news a while ago, in some cases SPs give more attention to social media than to their customers.
Also, on the economic impact for CSPs the ROI is inversely proportional to the cost incurred (zero) in using social media. Of course the providers also need to utilize and pay attention to the networks for service reasons and brand monitoring. Hopefully we’ll get to discuss further at the October #140conf in LA if I manage to get out there.
Here service providers can work with companies providing social communications like Google for Orkut where when user type post , he can mention mobile # and the post will be smsed to end user . Social Networking sites like- Facebook have deeper as well as broader reach of its audience.
Another area for Telcos is to gain insight from Call data of its users and use it to launch innovative Social Networking solutions.
The example of United just shows how social networking can be an excellent marketing channel and nothing else. As already mentioned above, I too don’t think the effect of social media should be mitigated, but instead, leveraged. Kunal suggests CSPs (communication service providers) use social media to market their traditional services – leveraging the media for viral marketing, effectively. Josh & Shoba, most CSPs are monitoring their Twitter mentions and their Facebook fan pages and trying to handle some cases from there.
I went to an interesting seminar yesterday in which TeliaSonera positioned themselves to be more of an access provider than anything else, but a good and a reliable one.
About the big brother concept that in my view would create media fuss over corporate looking into consumer FB (specifically in the us), trying to figure out trends and such. The moment that CSPs gave customers access to a network that wasn’t their own (the internet), it was inevitable that eventually all of their services would be duplicated (and in most instances replaced) by third party providers. The long term growth of CSPs will be dependent on devloping services that remain superior to third party providers and when this isn’t possible, providing a profitable data service.
Increase Revenue – There is not much CSPs can do to increase revenue by just providing communication platform, this is just making them dumb pipes. Tal Givoly has over 20 years of telecommunications technologies and software development experience, and has held management positions in technology, innovation, intellectual property, research, development, standards, and product management at Amdocs, XACCT, MIS, and other companies.
Tal is now a full-time entrepreneur and inventor – focused on trying to build some world-changing companies. Nel 2014 oltre 1 Miliardo e 850 Milioni di persone sono risultate attive sui Social Network del Mondo.In Italia se ne contano invece circa 22 Milioni.


Some 31 percent of healthcare professionals are currently using social media to network professionally, according to this infographic from AMN Healthcare. We are guiding in Assignments and Handwritten AIOU Assignments of Classes Matric to Master Degree. For example, if you choose to focus your social media efforts on a blog, facebook page and YouTube channel for your company.
The idea is to get a good understanding of why you want to get on the social media bandwagon.
The speed of implementation will guide how assertive you will have to be with your social media campaign, and it will effect how much time and money you will need to spend on it . This time, I really need your ideas about a topic that’s been on my mind for a while. Social communications are the communications facilitated by social media, especially in the form of Facebook and Twitter, but also LinkedIn, YouTube, blogs and talkbacks. In a conference like this, it’s still rude to just pick up the phone and have a voice conversation.
During the event there were many thousands of messages going by, sometimes exceeding 100 messages per minute in this one “discussion”. People got pulled in because someone they followed had engaged in the discussion or shared parts of it. Obviously, we had and still have many free means of communications – Instant Messaging such as ICQ, “email”, VoIP such as Skype. Now they communicate any time, and also with many people who are not physically at the event itself.
It is liberating and provides people with a lot of freedom to communicate ideas with each other.
All these will indeed be critical enablers for the ubiquitous connectivity of the relatively near future – so there are many other avenues to make money other than telephone calls and messages. I believe that this will vary between service providers and by geography – in some places, there are such opportunities, but in others, they’ve already missed the opportunity – the means of social communications have already been established.
One of the most notable examples is Vodafone 360, announced a year ago, that attempts to integrate social media into the personal phone experience. Once this happens, the CSP revenue from data services will go up, and will mitigate any losses on the voice-services front.
Dave Carroll tell us one thing that these days social communicatons travel faster than anything else in this world. Social communications when looked from revenue perspective it looks dull and un-intresting.
The story was that a customer of one of the Israeli SPs (Hot if I remeber correctly) was not satisfied with their service (the time you need to wait for CSRs and their responsiveness) and tweeted about this. Alas, that Telco companies lost this chance by focusing more on selling ringtones and wall papers during the technology time. For Telco companies to hop on this band wagon is by opposing Net Neutrality and sign strategic tie-ups with Social Networking sites to gain on the traffic that goes to and from these sites. This is the moment of now that coupled with technology and give an altogether different perspective to our social networking. Interesting, though certainly a challenge, and likely one that will not work across the globe. They expect that there will be a growing market to provide opportunity for services like temporary bandwidth om demand, storage and back-up services, home network services etc.
There is no way people are going to pay for communication when they have alternate (and better in some instances) options.
The way to do so is (as mentioned by many posts here) improving customer service by listening to customers more attentively, building brand names, following customers (being able to listen to what they are saying about SP), improving customer experience (which is very relative). Changing the business model, instead of giving all you can eat free for bandwidth, have the usage buckets which customers are going to hate but that’s how it is in other countries. Yesterday I was tipped off about this site and wanted to let you know that I have been gratified, going through your posts.
Until March 2011 and for the 7-years prior, Tal was Chief Scientist at Amdocs and led innovation activities across the company.
Tal is recognized for his passion for, and expertise in, innovation, being invited to speak at major industry events such as TeleManagement World, Mobile World Congress, CTIA and Billing & OSS World.
Your blog, facebook page and YouTube channel would all encourage visitors to check out your website where you sell your products and services. For example, with a larger budget you could take advantage of the viral nature of YouTube by having professional videos made and posted to your YouTube account.
But, but in these cases, you usually know who you are communicating with and you direct the communication to those people.


Except if you are a communication service provider and you make a great portion of your income by selling the means of communication and connectivity – mostly telephone calls and messages. Only time will tell how much loss United Airlines beared because of Dave Carroll’s social communication on YouTube. But when looked from brand building and brand promotion point of view it has a lot of potential.
If the service providers do not change now, they would have to change in the future with urgency but may be at that time they won’t have the time to think before acting.
Next thing he knows is that SP representatives are calling him and asking how they can help him (and this SP is known to have less than perfect customer service). For broadband access they need pay or in emerging markets lots people dont have internet enabled mobiles or connectivity issues. Its a pity that the physical location of a person is so easily available to a Cell Phone provider and it is still not able to use it to the best of its interest. Also, the trend (though not reality in many places) is that mobile Internet-connectd smartphones are gradually, yet in an accelerated pace, replacing simple or feature phones. The analysis I’ve linked to by HBR suggests otherwise in the United case, for example. He was also actively involved in industry forums and standard bodies including TM Forum, IETF, ATIS, and IPDR.org. Social communications are obviously competing with and are possibly disruptive to the business of communication service providers.
Social communication does not merely supplement traditional voice and SMS communications, it also replaces some of it. From talking to many service providers, I can say that the disruptive impact of social communications is not yet clear to most. Service providers can use the social communication to improve their service based on feedback and also get lot of innovative ideas which can open new business lines for them. It’s just achieving the same effect by only providing a good service is hard to impossible.
Especially for telco providers that can (as also mentioned above) leverage additional data they have on the subscribers (geolocation, personal preferences, statistical data, etc.). JetBlue, on the other hand, has been getting a significant boost due to their approach on using Social Media rather effectively. It’s a fascinating story that was even the subject of a Harvard Business Review case study that clearly demonstrates that the voice of the individual has been greatly amplified by social media.
Most of these discussions are, effectively, in the public domain – so anybody can listen, chime in and share. If UA would have handled the situation carefully and kept Dave Carroll happy, i am sure Dave’s communication would have been entirely different.
Using social communication as your critic and advisor is definitely one way for creating new age business.
This means that companies need to appropriately handle these new channels of communication – both for inbound communications received from customers and outbound communications in terms of brand and marketing messages. Since then, there have been at least a dozen such events and meetups around the world – in London, Los Angeles, Barcelona, Tel Aviv and other cities. Social communication sites like twitter in simple sense is just plain text but the emotions a text can spark cannot be measured. Quite the opposite, developing a successful social media application is not area where any of the telco’s has experience or knowledge.
It won’t cost anything to the end customer and local businesses would get more business from new customers, CSPs would get some revenue share and end customers would also be happy because they are saving money while getting a free personal concierge services. Each is different from the other – in particular, in the amazing “characters” one meets – which keeps things interesting and always inspiring. And it may be the place for Amdocs to come in (with at least the experience of integration of its systems). In that New York talk, there were about 300 people in the audience, but I realized very quickly, nobody was looking at me. They were hearing me, and they were “present”, but they were busy typing away at their iPad, iPhone, Blackberry, netbook or laptop.
In the ten minutes I was on stage, tens, if not hundreds of tweets were communicated between them.



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