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Social Media Strategies For Business Decmester


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Panel Discussion on Social Media Strategies for Business by Kristin Parrish, Josh Neckes, Katherine Malone. …

Panel Discussion on Social Media Strategies for Business by Kristin Parrish, Josh Neckes, Katherine Malone.

Kennesaw State University, Decmester 2009

Published in: Business, Technology

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  • 1. Using Social Media for Business
    Kennesaw State MBA Decmester
    Josh Neckes, MS&L
    Kristin Parrish, Ogilvy Public Relations
    Katherine Malone, Fleishman-Hillard
  • 2. Introduction
  • 3. Intro to Social Media
  • 4. Intro of Social Media
    Social networks are the 4th most popular online activity
    Ahead of email, behind search
    Facebook has more than …
    350 million active users
    700,000 local business Facebook Pages
    Twitter has had a growth rate of 752% in 2008 (Compete)
  • 5. Using Social Media for Business
    Customer Relations
    Product Promotion and Sales
    Event Activation
    Crisis Management
    Corporate Reputation Management
    Issue Advocacy
    Getting Started: Tools
  • 6. Strategic Approach to Social Media
  • 7. Customer Service
    Anyone who has customers – B2C, B2B, G2B, G2C, etc... – can use social media to quickly listen and respond to customer feedback before problems escalate and to activate brand ambassadors….
  • 8. @comcastcares
    Frank Eliason at Comcast started @comcastcares in April 2008 in response to the customer conversations he and his team found on Twitter through monitoring. Offers customers specific troubleshooting tips, online resources, new product info and a key customer relations personality (i.e. Frank’s).
  • 9. Product Promotion and Sales
    A successful sales and promotion plan is based on identifying your audience, providing useful content, and being prepared to engage in the conversation. When done right, influencers can be activated to not only become loyal customers, but also evangelists for your brand and your promotions.
  • 10. Coca-Cola Zero
    Building upon the launch of Coke Zero, Coca-Cola has developed and maintained a strong Facebook community of fans. As a key to building a strong Facebook community is ongoing and quality engagements, Coca-Cola has developed a sharable application – the Facial Profiler – that entertains fans and encourages word of mouth about the product with other Facebook users.
  • 11. Event Activation
    The real-time ability to connect with others and share experiences makes social media a great outlet for individuals, or companies, to use during a major event.
    Live, online coverage of an event can be used to create a completely new channel of conversation and a way to enhance the physical experience of the event. Combining Twitter with blogs, video and other social media efforts provides more ways to interact with the content and experience you’re creating.
  • 12. @fordfiesta
    To build buzz around the upcoming launch of the Ford Fiesta in the 2010 US market, Ford developed the Fiesta Movement - recruiting 100 online influencers to receive a new Ford Fiesta with the instruction to complete a series of missions, or challenges, throughout the course of a year with their Fiesta. To build momentum and allow these drivers, as well as the larger general audience to interact with Ford, the @fordfiesta Twitter handle and #fiestamovementhashtag were created, to publish challenges, get updates from drivers and engage in an ongoing conversation around the Fiesta Movement.
  • 13. Crisis Management
    Using social media for crisis communications is as much about preventing an isolated issue from becoming a full-blown crisis as it is about communicating to the public once a crisis has hit.
    Social media can be used as a fast way to respond and maintain an open channel.
    Social media monitoring and response should be integrated into the broader crisis communications strategy.
  • 14. 14
    Additional Thoughts…
  • 15. Uh oh.
  • 16. 16
    Pre-Established Social Media Architecture, Response Plan in Place
  • 17. 17
    Story Broke on Morning of 3/6/2008 – Real-time Response
  • 18. It might be a bumpy ride…
  • 19. …but the process works.
  • 20. Again, and again, and again…
  • 21. Corporate Reputation Management
    Social media offers a an opportunity to portray the “face” of your company. Social media can help businesses create relationships with those online – making it easier to communicate with industry peers and target audiences.
  • 22. Boeing’s B2B Blog – Randy’s Journal As the basis of Boeing’s social media presence, Randy’s Journal was started over 4 years ago to build the online conversation around commercial aviation. Creating a personality, and a “face” to Boeing, Marketing VP, Randy Baseler (now authored by new VP, Randy Tinseth) cultivated relationships and engaged over 500,000 viewers in its first two years.
  • 23. Issue Advocacy
    Through online communication platforms, message boards and communities, social media provides the ability to connect people with similar interests can be harnessed for the greater social good with non-profits and issue advocacy organizations.
    Creating a community of support by providing useful information to those they serve, volunteers, donors and other supporters.
  • 24. LiveStrong
    Led by the LiveStrong Blog, @lancearmstrong and @livestrongceo, the LiveStrong Foundation spreads the word about cancer and provides people with the tools they need to “live life on their own terms.” These communication platforms are aimed to provide communication and support to those dealing with cancer, while also building awareness and raising funds for the foundation and cancer research.
  • 25. A Strategic Approach to Using Social Media
    Customer Relations
    Crisis Management
    Corporate Reputation Management
    Event Coverage
    Product Promotion & Sales
    Issue Advocacy
    Answer questions, respond to comments about your brand
    Content relevant to your customers: tips, company info, etc.
    Your customers and potential customers
    Direct to additional resources, updated information, explanation
    Answer questions, respond to comments, raise issues, provide info
    Your brand, products and relevant issues
    Insights, expertise, become a thought leader
    Jump in the conversation. Be transparent and add value
    Industry leaders, similar interest groups, news/media
    Event information, updates, behind the scenes coverage
    Set up online events, talk to attendees, ask and answer questions
    Those interested or attending event, media
    Links to online promos, insider info on upcoming sales, discount codes
    Provide incentives, exclusive online offers, opportunities to review product
    Current and potential customers, those interested in similar products
    Those interested in your cause, industry leaders, news
    Added value: health tips, disaster alerts, fundraising info
    Know your online supporters, express gratitude and get them involved
  • 26. Tools to Get Started with Social Media
  • 27. Do Some Research
    Talk to customers offline
    Where are they online?
    What sites do they use?
    Are there sites or groups already?
    What are people saying?
    Set up Google Alerts and Google Analytics
  • 28. Strategize
    What is your goal?
    Set achievable goals
    Overnight success vs. long term rewards
  • 29. LinkedIn
    Create your profile
    Add a Company
    Logo, locations, feeds
    LinkedIn will pull in information automatically
    Job listings, current and former employees
  • 30. Facebook
    Search for established groups
    Check out competitors’ pages
    Set up a Fan Page
    Tell people
    Buy Facebook ads
  • 31. Twitter
    Do some research
    Keywords , competitors
    Your company
    Set up account
    Find people to follow
    Tell, listen and engage
    Check out the Twitter for Business Guide:
  • 32. Set up a Social Media Policy
    Set foundations and empower employees
    Pull from established guidelines
    Kodak: Transparency
    Intel: Content Moderation
    IBM: Social Media Value