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Aug 5, 2014
Using Social Media as a Client Service Strategy - Risk, Rewards and Best Practices to Adopt
Multnomah Athletic Club

Please join us for a two-part panel on August 5th as we explore the growing trend of using social media in a service setting.

Panel 1: Using Social Media as a Client Service Strategy: The Legal, Employee and Business Risks and Rewards

Panel 2: Using Social Media as a Client Service Strategy: Best Practices - What to Adopt and What to Avoid when Implementing a Social Strategy

Panel I: The Legal, Employee and Business Risks and Rewards

There’s a lot of buzz around using social media to add a value to your service strategy, but it is not risk free. Do you know some companies consider "connecting" with a client on a social media site as a breach of confidence? When you work in a regulated industry bound by HIPAA etc but your customers want to share their private information, how do you balance their needs with the business need to adhere to regulation? How much risk are you willing to take as an organization? Are you even the right business to be adopting a social medial service strategy?

Learn about some of these risks and rewards as you embark or enhance your service strategy as it relates to social media.


Jean Ohman Back, Attorney, Schwabe, Williamson & Wyatt- As a member of Schwabe’s Litigation Section and the Labor and Employment practice group, Jean advises employers about state and federal employment laws.

Jean will discuss the legal risks for employers based on employee use of social media and how to mitigate risks when employees are not trained to understand the guidelines of what's appropriate. She will also share examples of where employees have misfired and what employers have done to manage damage control and avoid future risks.

Jeremy Solly, Social Media Manager, Cambia Health Solutions – As an experienced marketing strategist with an entrepreneurial spirit and a passion for utilizing innovative technology, Jeremy has spent his 7 years in online content curation, web development, email marketing, SEO, key account sales, social media strategy, and marketing and public relations for both the B2C and B2B industries.

Jeremy will discuss why it’s important to give your customers the choice to use social as a vehicle to engage with your service department, even in industries with tight regulations and controls on data, such as the health care industry.

David Kastendick, Social Customer Delivery Manager with Adobe Systems - As a leader within Adobe's Customer Care group, David has focused on evangelizing the use of social media as a support engagement platform.

David will discuss the factors that must be considered when an enterprise chooses to start supporting customers via social channels.

Moderator: Claire Hernandez, Client Services Consultant

Panel 2: Best Practices - What to Adopt and What to Avoid when Implementing a Social Strategy

Now that you've decided to add social to your overall services strategy, how do you implement it effectively? Find out what measurements make sense to track and how to get your employees ready. Hear how to engage your customers and find out how to reduce call volume while increasing customer satisfaction. Learn from a panel of services department executives on what's worked, what hasn't, and the overall impact on their customers and their companies.


Adam Mertz, Sr. Director, Product Marketing, Jive Software - Adam has worked with hundreds of companies as they plan and implement social strategies. Adam leads Jive's go-to-market plans for the JiveX customer and partner community platform, and also works analysts focused on social for prospect, customer, partner and employee uses.

Adam will discuss the enormous rewards that can come from changing the way companies engage customers. Adam will provide examples of companies effectively turning their customers into an extension of their support team, and in the process achieving double-digit percentage improvements in 3 key areas: 1) Lower support calls and cases 2) Higher customer satisfaction 3) Accelerated new and repeat sales.

Michelle Mattson, Sr. Manager - Social Customer Support, T-Mobile - T-Mobile has been busy disrupting the marketplace by making Un-carrier moves that are forcing the other guys to try to compete with its strong data network, no contracts, and Un-carrier pricing. With each Un-carrier move, it is imperative that T-Mobile is ready to answer questions, resolve issues and engage with the excitement across its social media properties.

Michelle will cover how T-Mobile’s social customer support (T-Force) team has evolved in the social media space over the past 2 years and how they’re more focused now than ever with companies bold Un-carrier movement.

Moderator: Chris Adamek, Managing Director, ACME Business Consulting

When: Tuesday, August 5, 2014 Time: 7:30 AM – 10:30 AM Where: The Multnomah Athletic Club, 1849 SW Salmon St, Portland, OR 97205 Cost: $35 Members, $55 Nonmembers

Series Sponsor: HealthSparq

Sponsorships available. Contact [email protected].

Mar 12, 2015
Ignite V6
Alberta Rose Theatre

1 mic, 5 minutes, 20 slides, 300 peers in the audience... no pressure, right?

What is Ignite? Ignite is a high-energy evening of 5-minute talks by local people who have a burning idea and the guts to get onstage and share their personal and professional passions. Quick, fun, thought-provoking, social, local, and global - Ignite is all of these and more. This Ignite is focused on all things tech.

This Year's Presenters & Topics include- Ken York (@kennethryork) - #MakeItMeaningful Pinky Gonzales (@pinkygonzales) - The Certified Customer and the Future of Product Marketing Rich Bader - Rich Bader’s Excellent Pyrotechnic Adventures Larry Taylor (@ltaylor_intel) - Conquering Municipal Services with the principles of ITIL & Service Management Temese Szaliai (@temeseszalai) - Who do you think you are anyway? Charlie Levenson (@CharlieLevenson) - Everything about Success in Life I learned at the Movies Mounir Shita (@mounirshita) - "Al is going to change the world" - Really? Deena Pierott (@deenapierott)- I created a Spark, now What? Aaron Epperson (@acepperson) - Customer Service people are no cannor fodder Richard Lazar - When cars, bedrooms, and drones collide with the "regulatory state", wild things happen Andrew Ferlitsch - Open Data in the Pacific Northwest Bryant Syme (@bryzaguy) - TDD Mythology Charles Austen Angell (@austenangell) - The 10 Design Lessons from Rally Racing Eric Rosenberry (@eprosenx)- Why your business Internet sucks in Oregon and what to do about it *Michael Krause (@olikrause) - Embracing the Challenge of Growing Past Programming

Why attend Ignite TAO? As an attendee, you'll learn about emerging, innovative, unconventional, inspiring, locally-sourced concepts and tools. Come connect with a diverse and passionate crowd of like-minded technology enthusiasts and most of all, have fun!

In addition to the presentations, we are partnering with Free Geek to help you give back to the community. If you're not familiar with Free Geek, they are a non-profit organization that transforms used technology into opportunity, education & community! We are encouraging all attendees to give back & bring an electronic device that is not needed anymore. Specifically we're looking for smaller mobile devices such as: Laptops, Mobile Phones & Tablets.

And if giving back wasn't enough, thanks to VanderHouwen & Associates, the first 100 people that donate a device to Free Geek at Ignite will get a drink ticket! This drink ticket will be redeemable at the Alberta Rose for a free glass of beer or wine.

Event Details: When: Thursday, March 12, 2015 Where: Alberta Rose Theatre, 3000 NE Alberta Street, Portland, OR 97211

Timeline: 5:30 PM - Doors Open 6:30 PM - Presentations Start with Intermission 9:00 PM - End of Program

Share the Night: Hashtag - #IgniteTAOv6

Food and Beverage: Pasties, snacks, sweets, beer, wine, and various non-alcoholic drinks will be available for purchase

Mar 19, 2015
HDI PNW Chapter Meeting In Seattle
The Bellevue Palace Boardroom

This will be our first 2015 PNW Chapter Meeting. Lunch will be served and our first topic of the year will be on Knowledge Management, however, Using it to Empower your Teams to Succeed!

Please join us, or let us know if you are interested in hosting a meeting for the Portland area. You can find information at, or contact me directly.

Tony North VP of Programs Help Desk Institute - Pacific NorthWest 206.919.2459 [email protected]