Consumer Experience, UX/UI, Social Media Listening and Engagement, Reputation and Crisis Management, and Internal and External Communications are all mature, well-documented areas of expertise with easily-discernible best practices, do's and don'ts, and pitfalls to avoid. But what happens when you find yourself or your organization needing to operate at the confluence of these fields? More often than not, organizations either tend to shoehorn or absorb the responsibilities of one field into another, or head in the opposite direction and separate them completely, building silos between teams that have a demonstrated, critical need to communicate, collaborate and cooperate. q8p Creative's Social and Communications strategic pedagogy is built upon a sound understanding of how Social Media, Reputation Management and Communications policy inter-operate and influence each other. We don't shy away from asking the difficult questions and playing out Crisis Management scenarios to build expertise locally, within your own team, ensuring that you have the tools and expertise at hand to properly manage your digital channels of communication both to and from your audience. Our focus isn't on locking you into a specific platform, pushing you towards a partner's questionable offer or creating the parasitical dependency relationship we so often see in IT - instead, we want to step into your organization, help develop the knowledge and competency internally to tackle these issues, and then step out - remaining available for future assistance or developments, but empowering you with the tools to build and manage your own expertise.

Social Listening and Reporting

With a plethora of tools, platforms and services out there to choose from, sane decision-making is de rigeur in determining not only how to follow real-time conversations about you, but what to listen to and how to act on it. Developing actionable information from an increasingly challenging signal-to-noise ratio is difficult, yet manageable - if you know where to look and what to look for. We are adept at establishing what your social media listening, monitoring and reporting needs are, working with you to benchmark, evaluate and select listening solutions and processes based on your budget, needs and goals. We can then help train and develop your team in leveraging these tools to their maximum potential, until they're ready to take ownership of the platform and allow us to step back.

Social Consumer Support, Engagement and Training

Once you have a listening or monitoring solution in place, the question then becomes how to manage a social consumer experience strategy in parallel with your existing infrastructure - no mean feat, if we can judge by the multiple faux-pas we've seen organizations of all sizes make when it comes to engaging with the public. By examining your current support structure, we can help develop a tiered engagement and consumer experience strategy to orient your team in dealing with stakeholders in a direct, honest, open, respectful and efficient manner. We can help transform your support department from a "necessary evil" cost centre to a measurable, actionable, profit-generating, goodwill-making, reputation-enhancing juggernaut enabling you to better retain existing fans, consumers and supporters - and continue getting new ones.

Internal and Cloud Intranet Development + Knowledge Transfer

Vast amounts of data, information and knowledge are being generated, transferred and stored every day among millions of organizations - and they are quickly outpacing our ability to parse them. Leveraging sound lessons from the library sciences and experiences learned from organizing, storing and rendering massive amounts of data and documentation, we work with our front-end development partners to design state-of-the-art Intranet, Extranet and Knowledge Transfer solutions to help you get back on top of the information flow in your organization. Developing a clearly-defined, easy-to-navigate, clear, accessible and open architecture for managing your information projects, we can work with your in-house team to build a locally-hosted solution, or assist you in selecting an external partner for cloud-based knowledge repositories. Our platforms built on Drupal, Wordpress or any other open-source Content Management Systems (CMS) protect you against vendor and provider lock-in, path dependence and planned obsolescence .