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We have a step by step technical guide for setting up your bxp to use social media here. If you're technical it should make a lot of sense. [[Bxp_Social_Media_integration_setup]]
= Intro =
This document demonstrates how to create a work distributing social media management solution for any social media source. The sections in the document each work as separate instructions as how to set up different facilities. The topics areas covered in the document project are:
Social media is a growing means through which customer relationship is managed. There is a need to embrace social media but not the usual large IT budget. Large budgets are not available to fund new solutions but the requirement for social media still exists. You can turn to an outsourcer but they will charge. Where you have multiple outsourcers already how do you manage the work and monitor the results and efficiencies. ? A solution needs to be found and sooner rather than later. It can be found in bxp.
== Outsourcer’s challenge ==
An outsource contact has been asked to extend their contact management operations to look after social media. Facebook, LinkedIn and Twitter. There are numerous requirements :* The team has to be able to do traditional contacts and also adopt social media management. * There are to be controls on the agent’s access as full access to the social media account is not ideal. * Contacts are logged in a simple database or on Excel spreadsheet. * There are numerous reports required for contact which take a number of person hours to generate. * There is no budget for expanding existing solutions and IT has an extensive backlog of work which means critical work will be prioritised. * The company has not really interacted with social media before and no investment in a unified communications platform can be entertained. * Timing and work force planning need to be calculated but there are no benchmark statistics readily available that are reflective of the types of activity. * There is concern that the client might be looking at alternate suppliers who can provide a solution
Strategically we need to get the contacts coming in and handled, we the process to handle them set up. We refer to this as Phase 1. At the end of this phase we will have contacts coming in and managed. The next part of the process is to refine the approach and to ensure we learn from operational challenges. Training, communication and process refinement are managed in Phase 2. As part of the on-going process of improvement and client added benefit delivery, in Phase 3, we look at ways of optimising the entire program and bringing even further benefit to the whole program.
It is feasible to see Phase 1 operational in two days, however staff training is client situation dependant. Phase 2 is a process managed over two months, with operational goals also specific to client requirement. Phase 2 usually begins from the first second of contact management. Phase 3 is usually reviewed and implemented after the first couple of months of operation.
== Project Plan Outline ==
Express rollout is the approach of getting something up and running quickly. Whilst it is useful to be able to state that a contact management solution for social media can be up and running in under a day it is prudent to put as much development, planning and training time as is possible into the research of the area. This amount of time will depend on individual client resource availability.
This project outline is a guideline with one technically competent person, a simple social media management campaign and a view to evolving the solution with time as more and more requirements and operational experience is gathered.
All n One does not recommend rushing any contact with customers but where immediate response to customers is required, it can be provided.
=== Phase 1 ===
= Interactions Conclusion = [[File:Socialmedia_001.png|500px]] [[File:Socialmedia_002.png|500px]] = Implementation - A Staged Approach = There are a number of stages to setting up all the social media interactions. Each step is broken down into building up an element of the interaction. == Stage 1 – A dedicated email box == It is useful to have a mailbox ready to go that will be the primary driver of all communication. Let’s start with something like socialmedia@allnone.ie You will need* Username: * Password:* Mail Server: Create a complicated password on this email address as security will be a concern and it is important to be secure from the start. For the purposes of clarity we will refer to this as password for the remainder of the document. == Stage 2 – DNS records == In some instances email security will exist, especially if using products like TweetyMail. Setting up a DNS record means adding an MX record to your account for the IP address 82.195.135.134. If bxp sends an email on your behalf you may wish to permit this IP address. This is not essential but advisable. == Stage 3 – Add an email account to the system to be read == ''Main Menu > System Access Management > System Management > BEmail Account – Add'' This is where you will enter all of the details of the email account to allow bxp go into this account to retrieve your messages. == Stage 4 – Creating a campaign to send and receive the contact == ''Main Menu > Database Management > Database – Primary Management > Campaign - Add'' Create a campaign in bxp. As part of the “Communications” section set the “Email From” option as the email address. E.g. socialmedia@allnone.ie * On the next screen, as part of the setup process, question 1 should be a list / menu, with your desired social media types in it. E.g. Facebook, Linked In, Twitter.* The next questions should be a "BEmail Block". This will create all the fields necessary to receive emails inward into the system Add as many other fields of information as you like (name, phone, account number, etc.) and then Save the campaign. On completion add the users. Perform the field mapping to ensure the fields are easy to recognise. == Stage 5 – Allow your campaign retrieve the emails == ''Main Menu > Database Management > Database – Primary Management > Campaign - Edit'' Edit the campaign you just created. Open the Advanced Options * Record Move Next Bar should be set to True, while testing* Open the Inbox Management section.* BEmail Account: Choose the account you just set up in step 4 from the drop down list* DateTime field: Choose the BEmail Date Time* Continue this pattern up to the Body field* Attachments as CCLS: True, this will save documents and attachments to the contact history == Stage 6 – Setting up Linked In == Create a Linked In account using the socialmedia email address as the primary contact email address. A confirmation email will be sent to confirm the email address. http://www.linkedin.com using the Join Now box. [[File:Socialmedia_005.png|800px]] To retrieve the confirmation email, ''Main Menu > Database Management > Database – Primary Management > Campaign – Retrieve Email-2-Campaign'' This has now retrieved the email into the campaign. Click the “See last retrieved email.” link on the screen to view the 1 email retrieved. You should be able to get the confirmation email address from the body of the email displayed. Complete the setup of the LinkedIn account. == Stage 7 – Setting up Facebook == Create a Facebook account using the socialmedia address as the primary contact email address. Follow the steps in stage 6, to confirm the email address for the account. https://www.facebook.com/ and use the Sign Up box You will need the Facebook secret email address for this account, as set up by following http://www.facebook.com/help/210153612350847/ Note this Facebook Secret email address. [[File:Socialmedia_003.png|800px]] [[File:Socialmedia_004.png|800px]] == Stage 8 – Setting up Twitter == Create a Twitter account using the socialmedia address as the primary contact email address. Follow the steps in stage 6, to confirm the email address for the account. == Stage 9 – Setting up TweetyMail == TweetyMail converts tweets to and from email. From the homepage click “Sign up for FREE access”. Put in your socialmedia email address and password you used on your twitter account. http://tweetymail.com/ The system will also need to send a verification email. Follow the steps in Stage 6 to confirm the setup. If you have not set up stage 2, on the home page of your tweetymail account click settings beside your socialmedia@allnone.ie (primary) line. In here untick “Enable Verification”. == Stage 10 – Filling back in your configurations == You are now ready to send and receive social media from a campaign but two settings now need to be filled in. ''Main Menu > Database Management > Database – Question Management > Question - Add'' You need to add three * TweetyMail* Facebook Secret* Twitter Address When adding the TweetMail text box, in the data box on the right hand side, fill into the Initial Value tweet@tweetymail.com as the Initial Value When adding the Facebook Secret text box, in the data box on the right hand side, fill into the Initial Value the secret facebook email address you received in stage 7, as the Initial Value == Stage 11 – Create the outcomes == ''Main Menu > Database Management > Database – Outcome Manager > Add an Outcome'' Outcomes will do the sending. There should be three outcomes. * Reply to Facebook* Reply to LinkedIn* Reply to Tweet === Reply to Facebook === The only config changes we suggest are:* External Communications > ** To Field = BEmail From** External Subject = RE: --strCDA_X_field_4_1—** External Body = --strCDA_X_Comments--** BEmail From is the ** --strCDA_X_field_4_1— is the Subject Field of the “BEmail Subject”** --strCDA_X_Comments-- are all the comments that user types into the comments box === Reply to LinkedIn === The only config changes we suggest are: * External Communications > ** To Field = BEmail From** External Subject = RE: --strCDA_X_field_4_1—** External Body = --strCDA_X_Comments--** --strCDA_X_field_4_1— is the Subject Field of the “BEmail Subject”** --strCDA_X_Comments-- are all the comments that user types into the comments box === Reply to Tweet === The only config changes we suggest are: * External Communications > ** To Field = TweetyMail** External Subject = RE: --strCDA_X_Comments-- TweetyMail is a setting which will be configured in a future step --strCDA_X_Comments-- are all the comments that user types into the comments box == Stage 12 – Retrieving data from content on arrival == ''Main Menu > Database Management > Database – Primary Management > Campaign - Edit'' bxp adds a number of intelligent filters on the incoming content to extract data and fill it directly into the data fields. It also allows conversations to continue without creating new cases for each interaction. * Attempt matching: True, this will attempt to continue conversations if a match is found* Field to match on: Which field contains the Twitter Address you set up in Stage 3* Match pattern: Enter @--ID-- == Stage 13 – Report management == There are an extensive number of reports available for social media. These are available through the social media dashboard. There is a specific Social Media dashboard report. These are added using ''Main Menu > Control Bar > Personal Links > Dashboard – Add private link'' Change the Dashboard item to Social Media Dashboard and in Campaign, choose the Social Media campaign you’ve create. Click “Create Control Bar” and then “Create the Link”. This will give you a new icon on your desktop in which you can access the social media reports. == Stage 14 – Go Live! == It is important for staff to realise the ramifications of their replies and interactions with the customer. Appropriate social interaction training should be delivered and tested before full scale go live. All n One have numerous resources which can be considered as well as Quality Assurance programs which can substantially improve the delivery of your social media programs. = Short hand Notes = http://thesocialmediaguide.com/ == Twitter Integration == http://tweetymail.com/ Send twitter to @AllnOneNews Read posted tweets https://twitter.com/allnonenews == Facebook Integration == Post to Facebook http://www.facebook.com/help/210153612350847/ Read results http://www.facebook.com/philip.lacey.986 Get conversations from Facebook http://www.slideshare.net/matthewtommasi/how-to-reply-to-facebook-comments-via-email Continue conversation on Facebook http://blog.facebook.com/blog.php?post=206480947130 == Linked In == Configure email account to send to your mailbox. = Security Check sheet = Please ensure you record all the details as you go along. Email Account – Stage 1 * Email Address _____________________________________* Username _____________________________________* Password _____________________________________* Mail Server _____________________________________ Facebook – Stage 7 * Username _____________________________________* Password _____________________________________* Email _____________________________________* URL _____________________________________* Secret Email _____________________________________ Linked In – Stage 6 * Username _____________________________________* Password _____________________________________* Email _____________________________________* URL _____________________________________ Twitter – Stage 8 * TwitterName _____________________________________* Username _____________________________________* Password _____________________________________ TweetyMail – Stage 9 * Username _____________________________________* Password _____________________________________