However, Shift fromMonologue to Dialogue Has Its Risks…
>1 million views on YouTube within 2 days 5 of top 12 search results for Domino’s
Waited until a crisis occurred to start a dialogue withcustomers…created a Twitter handle after the fact …no established following or community – no advocates or evangelists
Reasons for Failuresending out thewrong messages inconsistency Lack of Strategylack of monitoring not understanding your customers underestimation of time commitment Lack of Internal Resources to Manage no one dedicated to social media
What Are Your Objectives?• What are you trying to accomplish?• Why social media?• What social platforms will help you achieve our goals?
Do Your Goals Include… • Generating more brand awareness? • Driving brand loyalty or build fan culture? • Monitoring and managing brand reputation? • Increasing direct or indirect sales? • Attracting new employees, investors, partners/vendors? • Customer Service?
Where is Your Audience? • Is your target audience on social sites? • Which sites do your audience use? • Do they belong to specialized groups? • Who are they interacting with? • Which social media channels would be best to use for the type of content you have?
Evaluate Your Current Resources • Content? • Staff? • Consistency? • Technology/Tools?
Step 4: Assign Roles and Responsibilities Customer Relations Social Media MetricsSocial Media Strategist Advertising/Sales Social Media Manager Privacy/SecurityContent Developer LegalPublic Relations
What Activities/Results Measuredto Determine Success? • How many sales/leads were generated? • How many people are talking about your company? • How have you reduced operational costs? • How have you helped recruiting? • How many demos views/downloads?
Consider 1. What info do we want to keep private? Public? 2. What is the voice (persona) of the brand? 3. What personal social media use is appropriate? Inappropriate? 4. Who are quality followers? How can we engage them? 5. How can we consistently send our messages? 6. Should we have a set of rules for proactive/reactive social media use? 7. How do we respond to positive engagement versus negative engagement?
Step 7: Execute Your New StrategyDefine Content Topics Schedule Share! & Create Content
Measure • Have your networks grown or changed? How? • What worked/didn’t work? • What should we focus more on? • How much time is spent on each social media initiative? • What is our most valuable feedback? • How is social media changing right now? • Are we ahead of our competitors?
Best Buy #Twelpforce Social Media Policy Be smart. Be respectful. Be human.What You Should Do: What You Should Not Disclose:• Disclose Your Affiliation • The Numbers• State That It’s YOUR Opinion • Promotions (In Advance)• Protect Yourself • Personal Information About Customers• Act Responsibly and Ethically • Legal Information• Honor Differences • Anything that belongs to someone else • Confidential Information >265,000 Followers >5,990,000 Fans >3,900 Subscribers
Oracle Social Media Policy "Use common sense"• Follow the Code of Ethics and Conduct• Protect Confidential Information Dont Comment on M&A Activity• Dont Discuss Future Offerings• Refrain from Objectionable or Inflammatory Posts• Dont Speak for Oracle• Dont Post Anonymously• Respect Copyrights• Use Video Responsibly• Stick to Oracle Topics on Oracle-Sponsored Blogs• Dont Misuse Oracle Resources>71,000 Followers >180,000 Fans >4,700 Subscribers
The Five Core Social Media Values Continue Learning and Training• Transparency in every social media engagement.• Protection of our consumers privacy.• Respect of copyrights, trademarks, rights of publicity, and other third-party rights in the online social media space, including with regard to user-generated content (UGC).• Responsibility in our use of technology.• Utilization of best practices, listening to the online community, and compliance with applicable regulations to ensure that these Online Social Media Principles remain current and reflect the most up-to-date and appropriate standards of behavior. >560,000 Followers >42,000,000 Fans >68,000 Subscribers
Social Media Guidelines Follow the Core Principles1. Honesty about who you are2. Clarity That Your Opinions Are Your Own3. Respect and Humanity in All Communication4. Good Judgment in Sharing Only Public Information – Including Financial Data5. Awareness that What You Say is Permanent >135,000 Followers >1,500,000 Fans >63,000 Subscribers
Social Computing GuidelinesDo: Dont• Be personally responsible for the • Provide confidential or other content they publish on-line proprietary information• Use a disclaimer for opinions • Cite or reference clients, partners or• Respect copyright, fair use, and suppliers without their approval financial disclosure laws. • Pick fights, be the first to correct• Respect your audience your own mistakes.• Be aware of your association with • Use IBM logos or trademarks unless IBM in online social networks. approved to do so.• Try to add value. >23,000 Followers >30,000 Fans >10,000 Subscribers
Social Media GuidelinesWhat You Should Do Don’t• Show respect and be polite, even • Do anything that breaks the law if you disagree • Use corporate materials without• Stay on topic permission• Keep it real >155,000 Followers >16,000,000 Fans >5,000 Subscribers
In Review: 1.Define Objectives and Goals 2.Define Audience Online 3.Audit Current Resources 4.Assign Roles/Responsibilities 5.Define Success 6.Construct Your Strategy 7.Execute Your Strategy 8.Measure Results
Case Study: Dancing Deer Baking Co.Goals:• Increase brand awareness in time for their busy holiday season (Thanksgiving-New Years) – in late OctoberApproach:• Targeted bloggers and other influencers who were relevant to target demographic using online product review and giveaway program• Invited a select group for an on-site tour of factory in full production mode• Associated brand with annual “Social Strategists to Watch” list - honorees received a surprise congratulatory gift from Dancing Deer
Case Study: Dancing Deer Baking Co. 5 million+ page views in 10 days 17,000+ contest entries Facebook fans +20%5,000+ unique visitors to DancingDeer.com $175,000+ in less than 2 months! +2.5 million Twitter impressions 81 Targeted Blogs national coverageincluding USA Today, “Wake Up With Al,” Fox Business, “Daily Candy,” Forbes
Case Study: Heluva Good!Goals:• Expand Facebook following by generating brand awareness, driving contest entries, and increasing “likes”Approach:• Determined ideal target audience: women, particularly mothers, ranging in age from 18-45• Developed two targeted campaigns: General for people who enjoy “barbeque”, & a second geared towards “women who like barbeque”• Designed strategic keywords & incorporated an array of images for Facebook Ads