Today Dell announced Social Media Services to help organizations across a variety of industries develop real-time customer insights, engage audiences and better understand their customers and the market. Dell Social Media Services are built on the company’s own leadership and experience using social media to listen to and engage with its customers, and are coupled with a deep understanding of customers’ business needs and enterprise IT environments.
Dell's Social Media Listening Command Center (Photo: Business Wire)The suite of social media services, developed by social media experts from a cross-functional team in Dell Marketing and Dell Services, incorporates feedback from several early adopter customers. For example, the American Red Cross and Dell launched a Digital Operations Center or “DigiDOC” earlier this year, the first social media-based operation devoted to humanitarian relief. Dell also partnered with Clemson University to launch their Social Media Listening Center or “SMLC” as the first academic organization to adopt this technology and approach. Laura Howe, Vice President, Public Relations at the American Red Cross, said, “The use of social media during disasters has grown exponentially in recent years, and this partnership with Dell enables us to better understand and anticipate disaster needs and help connect people with the resources they need during emergencies. With recent disasters like Hurricane Isaac and Hurricane Sandy, we’ve been able to monitor social media conversations in order to help allocate resources to the places where people are in need.” “Clemson University teamed up with Dell to create a social media resource that is used for both teaching and research,” said Jim Bottum, CIO and Vice Provost at Clemson University. “Our students have been able to monitor thousands of online conversations to understand how marketing is changing, and to use as research for their own individual projects in other subjects. This really puts us ahead of the curve in recruiting new students and talent into our university.”