About the author: Michelle Kostya View all posts by
Michelle Kostya is Senior Manager, Social Media Enablement at Rogers Communications. In this role Michelle is working to provide guidelines, best practices as well as a framework for measurement and social media insights for the company. In her previous role as Program Manager for Social Media Support for BlackBerry she was central in setting the the road map and direction for social customer service. While at Research In Motion, Michelle initiated and rolled out a social media support team providing help to customers on Twitter (@BlackBerryHelp) and jump started the BlackBerry Community Support Forums by engaging with community members. Michelle’s background in customer service as well as marketing, product management provides her with a unique perspective on social media in business.


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Getting Started With Social Support

Getting Started With Social Support

Michelle Kostya February 22, 2013 0

In the past I have talked about some of the challenges for social media customer service programs; scalability, maintaining stakeholder support and defining accepted success measures. These will always exist and a program manager

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The Heart of Social Support: The Branded Online Community

The Heart of Social Support: The Branded Online Community

Michelle Kostya January 14, 2013 6

Online communities, also called forums or discussion boards have been around for much longer than Twitter, Google + and Facebook. There has been a lot written on communities and community management but I think

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We Have a Social Media Policy, Now What?

We Have a Social Media Policy, Now What?

Michelle Kostya October 10, 2012 0

There are a number of posts that offer helpful advice on how to write a social media policy and what should be included in the policy. If you are looking for information on considerations

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Getting Practical on Social Business Process Design

Getting Practical on Social Business Process Design

Michelle Kostya September 24, 2012 0

In one of my earlier posts I talked about the importance of designing social media processes for common circumstances your social media team might come up against in a day’s work. Process is crucial

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Six Considerations When Creating a Social Media Policy

Six Considerations When Creating a Social Media Policy

Michelle Kostya June 22, 2012 0

I am a big proponent of empowering and enabling employees to use social media in their day-to-day work, but as Joey Strawn said in his recent post Maybe Your Employees Are Too Stupid for

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