Professional Enterprise 2.0 Strategy

This week I will be going into detail on yet another organisation and identifying how yet more social media value levers influence the social technologies used by the said organisation. This week the focus is on the Professional Services Sector. The company I have chosen to investigate is Optus company the Australian Telecommunications company. To analyse how Optus uses social media technologies we can analyse their social presence primarily through Facebook and Twitter. Optus has a smart, casual and friendly social attitude to their social media approach. They remain in communication with customers through their online social media presence.

Optus' Facebook profile has 133,364 likes as today and 1,826 people talking about it. Their staff frequently comment on Facebook users with insightful and friendly posts that reinforce their policy. Below is an example:

This helps to build confident and strong relationships with the customers of Optus. As the interactive aspect of their social media binds users to the Facebook page. Optus' Twitter page is more business oriented with Tweets as such it is aimed at a different audience, more investors and business clients than the casual approach of Optus' Facebook profile. Their Twitter page has 30,511 followers and has made 121,237 tweets. Optus' Twitter account follows a professional online etiquette such is visible in the picture following:

Twitter allows Optus to build strong business ties to their professional customers as they can keep updated with company related news with the almost daily posts. Both Optus' Facebook and Twitter accounts benefit their company by establishing a bridge of communication to their customers. This allows them to follow some of the social media value levers such as:

• Customer Service
• Providing customer care via social technologies
• Marketing and Sales
• Deriving customer insights
• Using social technologies for marketing communication and interaction
• Generate and foster sales leads
• Social commerce

The above two categories of Value Levers are the two most relevant to the social aspect of Optus' Social technologies. In the field of customer service followers of the company can ask questions through Facebook and receive informative replies on topics regarding to future products, sales and other things similar. The other aspect of their social media presence is to foster sales leads through the use of Marketing on their websites. Promotions and new products are advertised on both their Facebook page and their Twitter page. 

In conclusion Optus' online presence through social media benefits both itself as a company and the customers bridging their communication in a medium that allows quick and informative discussion.