1. EU14 COPS Forum 1 Vodafone Social Media: Lab, Facebook, Twitter, YouTube.

2. EU14 COPS Forum 2 28k Followers 754k 240k Registered 1.5k Registered n/a Retweet/@ 25k Comments 264k Messages 2.6k Comments UsersUser Generated content EOP n/a Visits 4.7mio Status views Non comunicabili 573k Video views Visits & Views February 2011 Community Care on lab and customer2Customer support Answers to commercial/technical questions Customer engagement What we do VodafoneIT and Social Media 6 moderators and 10 superusers manage 125k caring interactions on lab and social media.

3. EU14 COPS Forum 3 video blog forum wiki Engagement Crowdsourcin g Infotainment Caring News Contest Previews UGC customer2customer support Tutorial Viral Web TV Data Sheet Tips & tricks Reviews CRM and social media: our Strategy

4. EU14 COPS Forum 4 Vodafone Lab Home Page

5. EU14 COPS Forum 5 Caring Page on Facebook – Launch final release mid April

6. EU14 COPS Forum 6 One to one Twitter caring Who 5 Rep located in Bologna CC coordinated by a senior Rep who already monitors twitter channel. One to one caring (~30% management expected of actual questions on channel), Using public tweets, private messages, mail and if necessary outbound recall. Started on April ‘11 When What