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Meet Our SMEs: Muzhi Yu

February 27, 2012 at 1:07 pm PST

Meet Muzhi: Early Adopter of Social Media in Greater China

A Client Services Manager based in Shanghai, China, Muzhi is one of the earliest proponents of social media in his country. He became a member of the Cisco Greater China Social Ambassador Program (a company-wide initiative with the goal of increasing the breadth and depth of SME engagement with social media) shortly after it was launched in November 2011. Thereafter, Muzhi joined Sina Weibo (China’s most widely used micro-blogging site akin to a hybrid of Twitter and Facebook) and created a personal Sina blog which he uses for discussions and educating others about technology.

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Meet Our SMEs: Janel Kratky

February 20, 2012 at 1:53 pm PST

“Meet Our SMEs” is a new blog series designed to acquaint you with some of our behind-the-scenes Cisco SMEs (subject matter experts) who have gone above and beyond to integrate social media into their day job. In addition to introducing you to their background and areas of expertise, we have highlighted some of their social media achievements and best practices. We hope you find these SMEs’ stories interesting and possibly even applicable to enhancing your own social media practice.

Meet Janel:  A Cisco DocWiki Expert

A Project Manager noted as a social champion for her remarkable participation on Cisco DocWiki, Janel is an expert within the realm of collaboration and social media for the Knowledge Management & Delivery team. In particular, she aims her focus on empowering customers by delivering relevant content on a timely basis while maintaining meaningful two-way conversations with them on numerous social channels.

Janel’s Leadership on Cisco DocWiki and Other Social Media

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8 Fab Topics in 8 Hours: “Social Enterprise” Day 1 Agenda #SMWSF #SMWCisco

February 1, 2012 at 6:30 am PST

Cupid has worked his magic and helped us bring together some awesome speakers for our February 14th Social Enterprise Day at Social Media Week. Check out our full agenda and information on how to register.  All times are in Pacific Standard Time.

8:00 – 8:55 Networking Breakfast

8:55 – 9:00 Welcome

9:00 – 9:50 Executive Dialogue: Social Media through an Executive Lens
Cisco executives, Carlos Dominguez and Sheila Jordan will share their perspectives on social media adoption. Carlos will tell his story on how and why he has become an avid social media user and Sheila will take you behind the firewall. She will highlight how you can prepare your IT organization to help drive adoption of social media and collaboration technologies. This dialogue will focus on understanding how a company can embrace social media at the executive level while protecting its intellectual property.

Dialoguers: Carlos Dominguez (@carlosdominguez), SVP, “The Tech Nowist”, Cisco and Sheila Jordan (@CiscoSheila), SVP, Communication and Collaboration IT, Cisco
Moderator: Karen Snell (@kcsnell), Social Media Communications Manager, Cisco

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10:00 – 10:50 Cisco’s Social Media Journey
This presentation will give you a sneak peek into Cisco’s social media journey, best practices, innovations and lessons learned over the years. Jeanette will also give you some tips on how to set up and scale your social media center of excellence based on Cisco’s center of excellence model. 

Presenter: Jeanette Gibson (@JeanetteG), Senior Director, Global Social Media and Digital Marketing, Cisco

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11:00 – 11:50 Panel: The Road to Becoming a Social Business
This panel will explore the framework for becoming a social business and offer perspectives on social content strategy to create great stories. This session will address questions on how to scale your social efforts across your company and globally, and will leave you with some practical tips and lessons learned. 

Moderator: Michael Brito (@britopian), SVP, Social Business Planning, Edelman Digital
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Cisco Scores Three 2011 Event Marketer Technology Awards

December 28, 2011 at 9:00 am PST

I wanted to dedicate this blog post to sharing the best practices from three of Cisco’s social programs which were recently awarded the 2011 Event Marketer Technology Awards. Cisco Live and the Cisco Event Mobile Application were honored for their excellence with events integration and custom app creation, respectively, while the Global Sales Experience (GSX) campaign was noted for delivering content that was both educational and entertaining. In introducing you to the strategies implemented by each of these award-winning hybrid programs, I hope you find them interesting and useful to apply to your own social campaign, event, or mobile app!

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Meet Jennifer Halim: The Story of a Cisco Social Media Ambassador

December 15, 2011 at 8:27 pm PST

At Cisco, we are focused upon internally and externally sharing social media best practices and lessons learned from individuals who have successfully integrated social media into their day job.  We recently sat down with one such social practitioner, Jennifer Halim, a subject matter expert (SME) on the Customer Support Team, to learn more about how she incorporates social media into her job at Cisco.

Jennifer joined the Cisco Technical Assistance Center (TAC) in 2007 and focuses on security products in Australia. In 2010, she became a Technical Account Manager with ScanSafe, Cisco’s cloud-based web security service. Even after the move, she managed to keep up to date with the technology that she used in her previous role by actively participating on the Cisco Support Community. With over 322,000 registered users and 11 years of history, the Cisco Support Community is a platform on which technical experts and Cisco customers can interact with each other by asking and answering questions in the discussion forums, commenting on blogs, rating videos, and more. While spending an average of one to three hours per day contributing to the discussion forums regarding Cisco Security products, she participates completely out of her own will during after business hours. Through her engagements on this website, Jennifer states that she is constantly learning from other contributors to the community, and she enjoys the satisfaction of being able to help customers by answering their questions and resolving their issues.

Community participants like Jennifer who have responded to customers have contributed to Cisco’s $80 million in annual cost savings that is attributed to the Cisco Support Community and is a conservative estimate based on TAC case deflection. Based on the number of customer cases resolved, Jennifer has been one of the top contributors since she joined the community in 2010.

How does she manage to integrate her Support Community activities into her day job?

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