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SXSW Interactive 2016

Be Helpful: The Strategy for Social Success

Be helpful. This is the guiding principle of the Rackspace Social Media team. But while you may think that it applies strictly to our social media support, it reaches into our social marketing, social enablement and entire fabric of our company.

When a brand—and employees—is empowered to genuinely be helpful on social media good things happen. Problems are resolved, valuable information is delivered and everyone feels good.

Frank Cerda (@Racker121) covers best practices that led to Stevie award-winning social support, Garrett Heath (@pinojo) discusses the power of delivering valuable information via paid social and Elizabeth Jurewicz (@RackerLiz) talks about enabling your employees.

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  1. Why in the hell does my brand have to "be helpful" on social media and how can I empower my employees to do so?
  2. Besides resolving customer issues, what other ways can my social media team support customers?
  3. I thought social marketing was all about product announcements and offers—how can I “be helpful” as a social marketer? How does it impact my metrics?


  • Garrett Heath, Social Media Marketer, Rackspace
  • Elizabeth Jurewicz, Social Enablement Strategist , Rackspace
  • Frank Cerda, Social Support Specialist, Rackspace


Garrett Heath, Social Media Marketer, Rackspace

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