Answering The Questions About Social Media

Answering The Questions About Social Media April 21, 2010 Discussion: #caahq

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www.ﬂickr.com/photos/urbanelife/3183422847 “Social media” is people having conversations ... online.

TheConversationPrism.com A set of communication tools

>> It levels the playing ﬁeld by giving you a voice. >> It gives you a direct connection to your customers. >> It gives your customers a direct connection to each other.

Answer these questions... >> What is our goal? >> Who are we trying to reach? >> What action(s) do we want them to take? >> Where is our audience now?

And these... >> Are people talking about us? If yes, what are they saying? If no, why not? >> What happens if someone says something bad about us? >> How do we integrate social media with current ofﬂine/online communications?

And these... >> Who will manage our social media efforts? Who does the talking? >> How will we stay current on the latest tools, trends and best practices? >> How do we deﬁne success?

Have the goal in mind. www.ﬂickr.com/photos/wallyg/280932690/ www.ﬂickr.com/photos/tashland/259178493

Know your audience(s). www.ﬂickr.com/photos/tashland/259178493

Create a call to action. www.ﬂickr.com/photos/hantlas/479435969/

Embrace customers’ interests. www.ﬂickr.com/photos/pixelarity/4361102373/

Get people talking. www.ﬂickr.com/photos/svenwerk/858381180/

Don’t hide from criticism. www.ﬂickr.com/photos/cardopoli/219069323/

One tool of many. www.ﬂickr.com/photos/tashland/259178493

Manage the conversation.

Follow the trends.

Know what success looks like.

Test the water.

Where does it ﬁt? >> Public relations >> Marketing >> Customer service >> Resident loyalty >> Recruiting >> Internal communications and training

Making it work for you >> Develop policies that ﬁt your team >> Communicate goals, deﬁne roles >> Provide tools to help staff succeed >> EDUCATE >> Understand culture & regulations (FTC)

Itʼs not about you.

#AptChat aptchat.org

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Mike Whaling 614.859.5030 mike@30lines.com 30lines.com twitter.com/30lines facebook.com/30lines

Letʼs talk.

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Answering The Questions About Social Media

by 30 Lines on Apr 27, 2010

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Answering The Questions About Social Media — Presentation Transcript