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OCE Communication and Personalization Strategy Docs

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Mobile OS Samsung Bada - http://www.bada.com/
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I'm hoping to pull together a list of resources for the team to use when they need to do some research or to keep up with industry trends.  Please add your favorites. Social Media Sites Buzz - http://www.google.com/buzz Digg - http://www.digg.com FaceBook - http://www.facebook.com Twitter - http://www.twitter.com Wikipedia - http://www.wikipedia.org Yahoo Groups - http://groups.yahoo.com/ YouTube - http://www.youtube.com Social Media Blogs Cross  the Breeze Being Peter Kim Buzz Machine Chris  Brogan Chris Garrett on New Media Conversational Media  Marketing Convince & Convert Copyblogger Deep Jive Interests Emergence Marketing Experience  Curve Global Neighborhoods How to Change the World Lingolook Lorelle on WordPress Marketing Nirvana Media Philosopher Muhammad Saleem ProBlogger ReadWriteWeb Rough Type by  Nicholas Carr SkellieWag Social  Media Marketing Strategies Technosailor Verge  New Media Web Analysis and News Websites A List Apart - http://www.alistapart.com/ Giga Om - http://gigaom.com/ Mashable - http://mashable.com/ Slashdot - http://slashdot.org/ Web Strategy by J. Owyang - http://www.web-strategist.com/blog/ Web Worker Daily - http://webworkerdaily.com/ Wired - http://www.wired.com/ WSJ Tech News - http://online.wsj.com/public/page/news-tech-technology.html Podcasts and Video This Week in Tech - http://www.twit.tv WSJ Videos - http://online.wsj.com/video-center?mod=WSJ_formfactor
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Fields for User Profile Name Email * User Name * Password Blocked / Active Time Zone Rank Role Logins Posts (can / should we do this by type?) Av. Rating Given Av. Rating Rcvd Employee Y/N Additional Info: IM FaceBook Twitter Sprint ID Buzz Login Location (city, state) Carrier Device (allow multiple entries) Plan (allow multiple entries) Customer Since Year
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Sprint.com is looking for partners to provide online support for the multitude of applications being created for the mobile platforms our customers are using including Android, BlackBerry, PalmOS, Windows Mobile, and Java.  We’ll provide the platform and customers; you provide the content and interaction. Why partner? Support      your applications where Sprint users are already interacting with us.  We have roughly 700,000 visits per month      to the Sprint.com community Use      this section as a sounding board to promote new applications, software      updates or events Interact      with your users to answer questions about apps and solicit feedback for      enhancements or new applications What do you get? Blog– use this section to announce new      applications, provide notice of software updates or float ideas to Sprint      customers.  Ask for feedback on what      applications or upgrades your users would like to see.  Members can comment on blog posts, rate      content, and add posts to social book-marking and networking sites. Discussion forum– engage in a dialogue with      people interested in your products and services.  Provide direct support for your      applications and answer questions on the best ways to use your      applications. Documents (Wiki)– use the documents section as a      repository for FAQs, applications specification or requirements.  Permissions can be set to allow these      documents to be edited by community members. Ability      to customize the sub-community with your logo and arrange page widgets      within the Jive framework. Community Owner Responsibilities Sprint is providing this functionality to application developers in order to better support our user base.  We fully expect owners to provide support and interact with the members that post questions or comments within the group.  Owners are expected to moderate the content within their group to conform to community guidelines.  This effort is another way Sprint is trying to better support customer needs and is intended to be a place to discuss applications and interact with customers.  These sub-communities are not intended to sell applications directly or become a place to advertise within Sprint.com.  Sprint reserves the right to modify or delete any content within the community at anytime. How to Apply If you’d like to sponsor a sub-community within community.sprint.com we’ll need to get some basic information, set you up with a specific role in the community and send along some information on how to use the site.  Please contact tristan.kime@sprint.com for more detail.
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Sprint.com is looking for partners to provide online support for the multitude of applications being created for the mobile platforms our customers are using including Android, BlackBerry, Palm, Windows Mobile, and Brew applications.  We’ll provide the platform and customers; you provide the content and interaction. Why partner? Support your applications where Sprint users are already interacting with us. We have roughly 600,000 visits per month to the Sprint.com community Use this section as a sounding board to promote new applications, software updates or events Interact with your users to answer questions about apps and solicit feedback for enhancements or new applications What you get Blog– use this section to announce new applications, provide notice of software updates or float ideas to Sprint customers on what applications or upgrades they’d like to see. Members can comment on blog posts, rate content, and add posts to social book-marking and networking sites. Discussion forum– engage in a dialogue with people interested in your products and services. Provide direct support for your applications and answer questions on the best ways to use your applications. Documents (Wiki)– use the documents section as a repository for FAQs, applications specification or requirements. Permissions can be set to allow these documents to be edited by community members. Ability to customize the group page with your logo and arrange page widgets within the Jive framework. Group Owner Responsibilities Sprint is providing this functionality to application developers in order to better support our user base.  We fully expect group owners to provide support and interact with the members that post questions or comments within the group.  Group owners are expected to moderate the content within their group to conform to community guidelines.
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From - "How to Site Blogs in Journals" - http://www.ehow.com/how_5871935_cite-blogs-journals.html MLA Format Step1 Compile all available information about the blog for your Works Cited list. An MLA Works Cited entry for a blog posting source will usually include as much as possible of the following information: Author name, last name first. Title of the blog post being cited. Name of blog/site (in italics). Version number (if applicable). Name of sponsor/publisher/other organization associated with the site, date the blog entry in question was created. Medium of publication (in this case, "Web"). Date the entry was cited or accessed. Step2 Make in-text citations by referencing the first item that appears in the Work Cited entry for any in-text citations; this may be the author's name, the name of that particular blog entry or the name of the blog website. This is intended to lead the reader to the appropriate portion of the Works Cited page. Step3 Include a website address for in-text citations only if it's included in the name of the blog. The MLA stance is that readers should be able to locate websites by doing author or title searches. If your professor or publisher requires you to include URLs in citation, include them on the "Works Cited" page at the very end of the citation, inside angle brackets and ending with a period. APA Format Step1 Include the blog in your References page as follows: Author name, last name first. Date retrieved in parentheses, year followed by month (written out) and day. Title of posting. "Message posted to" or "Retrieved from" followed by the URL for blog posting. Date posting was created, again in parentheses. Step2 Make in-text citations by referencing the blog author's name. Step3 Include, if possible, the date of the particular blog entry being created. This should follow the author's name in any in-text citation; put the date in parentheses. Just the year is sufficient, unless you need to distinguish between multiple entries of the same year
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This is the overview deck that I've finalized for Lon on switching our content strategy to a more open model. The quick summary would be that today we do not meet the brand vision (whether you agree with it or not).  As such, we must shift our content creation to be more human, smart and honest.  Additonally, we are going to need to support more complex devices that are frequently updated and supported ever expanding pools of applications.  As a result, we need to rely more heavily on supplier, experts, and the crowd to provide us with the online content we need to support our customers and engender loyalty.
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Document created by the content teams for the A2 launch to show how to edit any content in Support.
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OEM Content    Support Homepage -http://na.blackberry.com/eng/ Curve Support Page - http://na.blackberry.com/eng/support/devices/blackberrycurve8500.jsp    BlackBerry 101 - http://demos.blackberry.com/8520/na/us/gen/ Switching from other Smartphone to BlackBerry - http://na.blackberry.com/eng/files/demos/switch/index.html Link to BlackBerry Chat - http://www5.nohold.net/RIM/Loginr.aspx?pid=24&login=1 BlackBerry Technical Support Center -     http://www.blackberry.com/btsc/microsites/microsite.do;jsessionid=C27F94DB58F2544F73B67806E6A089FE BlackBerry Tech Support RSS Feeds - http://www.blackberry.com/btsc/cust/rss_subscribe.jsp Blackberry forums - http://supportforums.blackberry.com/ BlackBerry YouTube Channel - http://www.youtube.com/user/blackberry?blend=1&ob=4 3rd Party Forums BlackBerry forums - http://www.blackberryforums.com/ Crackberry - http://crackberry.com/ Howard Forum / RIM - http://www.howardforums.com/forumdisplay.php?f=221 PPC Geeks / RIM - http://forum.ppcgeeks.com/forumdisplay.php?f=90 (sort of light on content here) QWERTY Phones - http://www.qwertyphones.com/forums/blackberry-discussions/ (no real content) PinStack.com         Blogs - http://forums.pinstack.com/blogs/categories/category99/         Forums - http://forums.pinstack.com/f61/ PDA Street - http://www.pdastreet.com/forums/forumdisplay.php?s=&forumid=7 Last.fm - http://www.last.fm/group/BlackBerry/forum/84902 (not much content) Blackberry Expert Content CNET Specifications - http://reviews.cnet.com/smartphones/rim-blackberry-curve-8330/4507-6452_7-33142707.html?tag=rnav (not much more in the form of support Blackberry Search - http://www.cnet.com/1770-5_1-0.html?query=blackberry&tag=srch (search returns all reviews but sidebat had related news, vidoes, recent downloads)         All BB news - http://news.cnet.com/1770-5_3-0.html?query=blackberry&searchtype=news&tag=rtcol;relnews         BB Videos - http://reviews.cnet.com/1770-5_7-0.html?query=blackberry&searchtype=videos&tag=rtcol;relvideos (content from all CBS Katie Corrick, LeapFrog toys, ...) (maybe entertaiment value) ZDNET / Blackberry - http://search.zdnet.com/index.php?q=blackberry (mostly news articles)         RSS Feed - http://search.zdnet.com/index.php?o=1&q=blackberry&mode=rss&tag=content;leftHeader Gizmodo         Search - News & Reviews - http://gizmodo.com/search/blackberry         LifeHacker - BlackBerry Search - http://lifehacker.com/search/blackberry/  (support/entertainment content)         Full LifeHacker RSS Feed - http://feeds.gawker.com/lifehacker/full         *check other Gizmodo sites Engadget         BlackBerry Search - http://www.engadgetmobile.com/search/?q=blackberry&invocationType=wl-gadgetm&searchsubmit= (good news content w/ reviews)         Blackberry video search - from AOL Video - http://video.aol.com/video-search/query/blackberry (ton of stuff here)
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    Questions: Content Creation 1.      Do you create Sprint specific support articles? 2.      How often is new support content created? 3.      How are known issues communicated? 4.      What systems do you use to create and store support articles? 5.      What drives creation of new content? 6.      How early is support content ready prior to a new device launch? Content Editing 1.      How often is content revised and what triggers a revision? 2.      What is the workflow for revising content? Content Distribution 1.      What content streams do you have available via API, RSS, etc.? 2.      Do you send support content to other partners (service providers, retailers, etc). Reporting 1.      Do you track which content items are getting the most traffic and could we be included in reporting? 2.      Do you collect user generated ratings on support content? 3.      Do you collect customer satisfaction surveys on support content? 4.      What site analytics tools are you using? Is there anyway we can combine with Sprint analytics to track cross site traffic. Overall ask: Permission to link to OEM support content from support.sprint.com      and community.sprint.com. Notification on support content updates. Notification of known issues content. Further discussion on technical feasibility of linking knowledge      base support content. Review of sprint ratings content on devices and articles as well as      forum comments to generate / update support content.
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RIM Sprint PM – Matt Ware Sprint PM – Michael McConnell Ted Baker - tbaker@rim.com – Program Manager Vikesh Anand - vanand@rim.com - Mark Hippern - mhippern@rim.com – Support Account Manager Kyocera (Sanyo) Sprint PM – Kari Galliart Michael Hine - Michael.Hine@kyocera.com Gary Peterson – Brand/Advertising Gary.Peterson@kyocera.com Manny (Emmanuel) Lata – Customer Care -  manny.lata@kyocera.com John Chier – Corporate Comm. / Social Media - John.Chier@kyocera.com Palm Sprint PM – Corinne Fitch HTC Sprint PM – Scott Dunn Chad Dial - Chad_Dial@htc.com Motorola Sprint PM – Christopher Callender LG Sprint PM – Brita Horton Samsung Sprint PM – Jessica Kemp Brad Fowler -  bfowler@sta.samsung.com
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OEM Content LG Mobile Support - http://www.lge.com/us/mobile-phones/mobile-support/mobile-lg-mobile-phone-support.jsp LG Forums - http://www.lgcommunity.com/forums LG Forums / Carrier Sprint - http://www.lgcommunity.com/forums/afv/topicsview/aff/8.aspx
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Why do people come to sprint.com To fix      a problem Technical Account       related Buy      something Research Purchase Find      Information Account Industry       trends Sprint       news Sprint content sources: 1.      Marketing 2.      Product development 3.      Product service 4.      Corporate communications 5.      HR - Employee training 6.      Customer service Tangible Elements of Content: Visual      Design Copy /      Text Information      / Content Navigation Layout      / Content Navigation Layout      / Content Presentation Interactions      / System Responses Processes Animations Music      / Sound Error      Messages Help Questions to Answer: What      is content?  What this means for OCE      content strategy What      could we do to make that content more meaningful? How do      we generate more meaningful content? What      are different content models? What      tools can reduce the cost of content production? Ident       Engine – Tools Profile What      is the context in which our customers engage us? Where do we provide content: MySprint Support Community Online Mobile eMail Social Networking   Twitter   Facebook   cNet What type of content do we provide: Consumer Business Employee Sprint Authored Sprint User Generated Expert Member User Generated Other User Generated Ideas: Medium Electronic Print Television Delivery PC Handheld Inbox Periodically Functions Problem       resolution Information       finding XXX Processes Mechanism Article Forum       post Wiki       article Article       comment Blog       Comment Post       Rating Product       Review Survey Polls Focus      on Technical Support Mobile      OCE Company      Participation 3rd Party Resources Identification Other Things to Think About: SEO Personalization Search What      does HTML5 do for us? What      does the new JAVA mean for us? Bottom’s      Up analysis of content What      is Google Wiki going to mean to us? Content      delivery model – Akamai Wiki      of technical documentation – add original and then customer edited version
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Strengths Weakness Unified Platform between .com and Care Content silos between Care, .com, Product development, network, etc. Agreement that 3rd party content is desierable and acceptable Reliance on 3rd parties to provide content OCE team understanding of web trends and best practices Lack of conversational tone / not extremely inviting Senior leadership buy-in on 2.0 program 3rd party sites provide better, more thorough content Stable, scalable community and support platforms (stop laughing) Limited funds for increased development / resources Active community member base Seeming lack of urgency from other Sprint organizations Slow, prohibitive SCM processes when working w/ new vendors General corporate cultural fear of open communication Limited moderation resources Limited best in class examples of strong content strategies Opportunities Threats Gain a significant competative advantage by having a holistic content strategy to govern on sprint.com communications External sites are better able to be engaged in the conversatiosn related to Sprint decreasing our ability to recitfy problems or understand customer sentiment. Enhance customer loyalty though open, honest customers resulting in enhanced company metrics. Commpetitors must also be working on this.  If we do not move with some urgency we will again lose firt-mover advantage
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