Mary Beth Levin, MPH, is the Manager of Social Media Strategy and Analytics for United States Postal Service, part of the Digital Communications team at USPS. She directs the editorial and Social Business Intelligence (SBI) teams. The role of the SBI program is to take a 360 degree view on brand protection, crisis mitigation, and an enhanced customer experience. The team takes quantitative and qualitative data from traditional and social media and translates it into an accessible and compelling narrative to drive agile and informed decision-making at the executive level. This includes launching innovative tools to increase the capacity of the program beyond off-the-shelf software, including an interactive heatmap which identifies customer concerns down to the five-digit zip code. It also informs our editorial content. Since its inception in October of 2017, the multi-award winning program has been featured by SocialMedia.org, PR News, Ragan and PR Daily, and The Social Intelligence Lab. Ms. Levin has been a featured speaker at national webinars and conferences and named a Social Intelligence Lab Insider 50.

Mary Beth Levin, MPH’s Session

11:45 a.m.–12:30 p.m. Pacific Time —

Social Listening for Crisis Planning

Get a handle on the latest social media monitoring tools and tactics to help you gauge warning signs for a crisis on the rise, ensuring you’re better prepared when the tweet-storm clouds gather.

We’ll discuss the following:

Using social intelligence to inform your response.
Using social intelligence to prevent a crisis.
How to make the software work for you (not the other way around).
The relationships you need to have within the organization to make the most of your findings.
What social customer response can do.
Don’t forget HR!
The right tool and the right platform for the job.
Don’t forget SEO.
If you don’t have it, build it.