The Book

Brands that thrive and profit from employee and customer empowerment generate significantly greater awareness and revenues, while also decreasing costs of marketing, selling and customer service. However, employees must engage in public, real-time conversations. And most people are not professional communicators.

Enabling employees and partners in modern business requires new skills, business processes, governance, measurement, and infrastructure. In addition, leaders must learn new ways of managing risk, while helping employees build and manage external relationships in real-time. Nearly every industry is affected, and this book provides frameworks, guidelines and case studies for people to navigate the change for their organization.

Chris Boudreaux

Chris Boudreaux helps brands transform their business operations for ROI through social media. In 2008, he created SocialMediaGovernance.com to help organizations get the most from their social media efforts, and his work has been featured by media including Forrester, Gartner, Harvard Business Review, Inc. magazine and Mashable.

In 2009, he created an online database of social media policies and regularly publishes analyses of the capabilities required for effective governance of social media.  Domains that he covers include: strategy and planning, policy and compliance, measurement and analytics, technical solution architecture and technology product development. His studies of social media have been referenced by corporations, governments, industry analysts and non-profits around the world.

Today, he leads CRM Technology Offering Development globally at Accenture, where he also serves as a Social Media Architect for clients across industries.

In the past, Chris built a social business consulting practice at the social media agency, Converseon, where he served clients including IBM, Ford and Walmart. In 2011, he co-authored The Social Media Management Handbook at Accenture, where he led business transformation programs at Fortune 500 clients including Boeing and Microsoft. In 2012, Chris was named by iMedia as one of 25 Leaders and Innovators in Digital Marketing.

He also led business development and marketing at two online start-ups, one of which was acquired by Glam Media.

Susan Emerick

Susan Emerick leads development and deployment of enterprise social and digital marketing strategy, standards and governance, education and training, analytics and measurement frameworks for IBM.

As an author, speaker and adjunct professor, Susan is passionate about advancing the marketing profession. Actively sharing her knowledge of utilizing social and digital media to build social influence to foster long-term, high value relationships with clients, prospects, partners, colleagues, and communities in support of brand marketing objectives.

An active member of the Word of Mouth Marketing Association Research and Measurement Council, Susan is dedicated to using her expertise to influence the standards and principles of word of mouth research and measurement.

In 2011, Susan was named to the elite iMedia Top 25 Internet Marketing Leaders and Innovators, an annual list of cutting-edge creatives, strategists, and technology innovators with big ideas, who get results and collaborate openly to push internet marketing forward.  View Susan’s iMedia profile