How Social Media Is Different
• Talk to Journalists, Professionals
• Control the Brand
• Push the Message
• Speak as a Spokesman
• Talk to Customers, People
• One-to-One & One-to-Many
• Manage the Brand
• Engage the Community
• Speak as a Peer
Which Social Networks To Use
Define your target audience
3.Niche or shared interests
4.Type of your product/service
Who Should Manage My Social Media
• Better product/service knowledge.
• Better understanding of company’s
• Clearer vision of goals.
• Immediate access to related
• Less costly most of the time.
• Social media know-how.
• Time saving.
• Neutral vision.
• Monitoring & Analysis
Social Media Process
• Jump into running conversations.
• Get live feedback on certain products/services
• Point out questions/leads and share with all concerned parties.
• Reply to all questions asked on each channel.
• Minimize the response time as much as possible to improve your
users’ service experience.
• Keep your users/customers updated with relevant content.
No one would like to talk to computers or machines, just be
Personalize your communication and NEVER copy paste.
Do your best to respond using the same language.
Keep looking for negative comments, those are the ones
you are going to benefit of.
It's public relationSHIPS not public relations.
Don't over promote your brand.
Get the community involved in taking decisions.
Where we work
Three regional offices, clients throughout the Middle East
and campaigns executed across the world
created through social media
Tailor-made strategic and
tactical campaigns with full
online and on-ground
Building, growing and
managing your online
communities around your
brand or cause
Real-time customer insights
and analysis of your brand,
industry and target audience
24/7 comprehensive social
media crisis and reputation
using techniques proven to
reduce clients advertising
Why we do it
Social media is changing the way
people, companies and governments
make decisions, communicate and
The Middle East is at the forefront of
this change. Before the advent of
social media, public discourse was
limited across the region. But in the
last five years a dramatic shift in
power has occurred, as these social
tools have allowed people to
communicate and co-ordinate like
We believe social media can create a
positive change in the region and we
want to help brands be part of it.
Proprietary technology and systems
We built this content analysis tool to help our
team, our clients and other social businesses
maximize the value of their content.
• Track the performance of tweets
• Score tweets based on multiple variables
SMMS Moderation Tool ™
We developed this dedicated tool to help
streamline community management processes.
Categorize, report and schedule responses
Agency-to-client workflow management
Research with relevance
We believe that research relevant to
the region is fundamental to our
clients success in social.
But most behavioral research on
social media is related to the EU/US
markets and does not address the
complexity of the Middle East.
We create industry reports containing
the insights and tactics our clients and
partners need to succeed in social in
24 / 7 / 365 moderation systems
TOP has developed the first 24/7 social
media call centre in the region catering for
round the call moderation and responding in
coordination with our customer’s call
centres. This has enhanced customer
experience and brand health tremendously.
A dedicated team of analysts managing
communities at all times to ensure an
uninterrupted customer service experience.
Social advertising is an important part
of campaigning and early online
community growth. Our experience in
using social advertising market places
means we can get our clients one of
the lowest possible “click through
rates” (CTR) in your target market.
Strategic thinking and relationships
We deliver market-leading advice for our
clients, as a product of our direct
strategic relationships with social media
platforms and our thought leadership
work within the industry.
Planning Social Media Campaigns - Agenda
Brainstorm – and organize ideas
Write down the plan
Start Project (Content, Design, Development)
Measure, Report and Document
Measure Report and Document
- Facebook insights walkthrough
Hootsuite: www.hootsuite.com - HootSuite is a social media management
system for businesses and organizations to collaboratively execute
campaigns across multiple social networks from one secure, web-based
dashboard. Launch marketing campaigns, identify and grow audiences,
and distribute targeted messages using HootSuite’s unique social media