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About

Dell’s Amy Heiss introduces participants to the Dell SMaC team

Today, and throughout my career of 30+ years, I have had the privilege to work for, and with, wonderful people and companies and their leaders.  My career has always been focused on problem solving, organizational change, communicating and garnering public support – as someone once said “always in a position of respectful influence.”

It started solving “constituent problems” in politics while building electoral coalitions and managing election campaigns.  That led to advising companies/organizations on solutions to public policy issues.  From lobbying and public affairs I moved on to public relations, corporate communications and then being charged with the responsibility to figure out the emerging online world and how that was impacting and changing how we think about communications and corporate reputations.

Kicking off the #Ed4Good event

Social and Business:  The Web and its evolution from a static to interactive medium continues to change how we think about and engage with customers, investors, employees/suppliers and the communities that impact any business – the 4 main stakeholder groups for any business.  I bring more than 6 years’ experience inside a Fortune 50 company building out successful social efforts across business.

Engagement:  In 2006, I was one of the first Dell employees to track, respond or determine what to do with 4000+ posts a day on the Web about the company (by 2012 that number would grow to 25,000+).  In the beginning there were no social search tools, accepted workflows or content managements systems.  Within a few months of our beginnings, the negative commentary declined by more than 50% and positive engagement from customers was on the upswing.  This included working through several crises such as “Dell hell” and faulty flaming batteries. We also launched the first investor relations blog to connect directly with investors

Social Networks:  Between 2006-2012 various social networks launched including Twitter, Facebook, Pinterest and Google+.  We beta tested various efforts in order to determine the most appropriate, efficient and effective ways to use these for business.  Experimentation, engagement and measurement were critical to moving forward.  Equally important is the content and connectivity/community strategy.

Organizing for Business Success:  From the front lines to the back end organization, I was part of our drive to establish an organizational model for success that included: metrics and measurement; alignment across business units and functions; supporting the scaling of social media across businesses and functions that would also further drive connectivity with customers; and company-wide training and executive support efforts to minimize risk and build capacity.

You can read more here.

Social and Communications:

Before 2006, my career involved public affairs, public relations and corporate communications, including issues and campaign management, corporate positioning/messages, thought leadership, media relations, product PR and corporate reputation.  Coming to social and business with this background has offered me the chance to experience both the tremendous challenges and opportunities that social media creates for communications and public relations.  The social Web has significant implications for the fundamental underpinnings and strategies of successful public relations.

More detailed background and expertise is available on LinkedIn