NSAC 2010: Social Media: Listen First
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NSAC 2010: Social Media: Listen First



NSAC presentation from Janet Fouts, Megan Keane, and Susan Tenby on why and how to listen effectively on social media sites

NSAC presentation from Janet Fouts, Megan Keane, and Susan Tenby on why and how to listen effectively on social media sites



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  • Community is a 2-way conversation between you and your supporters Don’t just be self-promotional; find balance between promoting your work and highlighting community members, commenting/interacting with relevant news/events in the sector
  • Example: user complaining on Twitter about customer service. Our prompt response & resolution turned situation that looked bad for us into our favor
  • Video profiles Highlighted on Twitter, Facebook, uploaded to YouTube Mentioned in weekly newsletter
  • Events give something to talk about, contributing content and adding value Segway from events to promo for next day’s talk
  • Select frequency Monitor keywords: org name, personal name, CEO Document kudos, impact, note feedback, use as chance to jump in & comment on blogs
  • Megan starts here
  • Free, takes minutes to set up Single or up to 3-column viewing “newspaper” Add tabs to separate specific issues/programs, etc. Overview of conversations happening [demo a bit]
  • Demo adding RSS feeds to dashboard
  • Find key folks to follow Attract important followees Quality vs Quantity
  • Hootsuite, TweetDeck Hootsuite built-in monitoring of search terms, lists, replies Basic click-through stats, Klout intergration
  • Slide as backup, show this if at all possible
  • Large, built-in audience Track conversation “Favorite”/Like relevant other orgs/communities Regular dynamic content, but don’t overwhelm w/ updates
  • Free insights let you look at interaction, not just # of fans/likers ID what content sparked interactions Weekly reports emailed to you Added Google Analytics integration lets you track brand mentions across Facebook, not just on your page

NSAC 2010: Social Media: Listen First NSAC 2010: Social Media: Listen First Presentation Transcript

  • Social Media - Listen First Janet Fouts - Social Media Coach
  • Don’t be afraid
  • Hold the reins
  • Conversations are like horses
    • You can’t force a change in direction
    • Clarify misconceptions
    • Show the positives
    • Listen and engage
    • Respond immediately to negative comments
  • Where are the conversations?
    • Blogs
    • Linkedin
    • Forums
    • Facebook
    • Twitter
    • Communities
    • Ning/Yahoo/Google
  • What to listen for
    • Brand
    • CXO names
    • Sponsors and donors
    • Supporters/evangelists
    • Industry/local news
    • Topics of corporate/personal interest
  • Find conversations quickly
  • Lazyfeed
  • Twitter
    • Use it or not, you can’t ignore Twitter
    • Faster than search
    • Keyword focused
    • Link sharing
  • Listening Tools
    • Paid tools
    • Radian6
    • Biz360
    • Buzzlogic
    • Scout Labs
    • Trackur
    • SM2
    • Free tools
    • SM2 (freemium)
    • Social Mention
    • Lazyfeed
    • Google Blog Search
    • Twitter Search
    • Twilert
    • Nutshell Mail
  • Listen, engage, repeat
  • Engage me
    • [email_address]
    • www.JanetFouts.com/listen
    • www.SocialMediaCoachingCenter.com
    • www.TatuDigital.com
    • @Jfouts
    • Linkedin - JanetFouts
    • 408.216.7423
  • Look and Listen Susan Tenby Megan Keane http://www.techsoup.org http://www.nonprofitcommons.org
  • Listen first, then pick your tool
    • See where your members are online
    • Pick your platforms
    • Keep listening and engaging
    • Re-evaluate & experiment as you go
  • Don’t Be a Megaphone
  • Turn “nay-sayers” into “yay-sayers”
  • Highlight Community Members
  • Give followers a reason to listen
    • Share news
    • Re-tweet relevant content in the sector
    • Hold regular events
  • Tweet With Purpose
    • Different users uses Twitter in very different specific ways
    • For organization accounts, have guidelines
  • Email Alerts
    • Google Alert (news, blog, all)
    • Social Mention
    • Monitor keywords
  • Listening Dashboard
    • Many free options out there
    • iGoogle
    • RSS Readers
    • NetVibes
  • Check the Dashboard
  • RSS Feeds
    • Look for the orange RSS button
    • Click to add to your reader of choice
    • More how-to: “RSS in Plain English”
  • Twitter
    • Find key followers and followees
    • Twitterpacks
    • WeFollow
    • Twitter Search
  • Twitter Listening
    • HootSuite
    • Twitter search
    • Stats and Klout
  • HootSuite Monitor
  • Facebook
  • Insights + Google Analytics
  • The 3 Bes
    • Be responsive and timely
    • Be up on the buzz
    • Be yourself
  • Resources
    • Links to all the resources discussed:
    • http://socialmediaresources.wikispaces.com
  • Where in the (Online) World is TechSoup?
  • Contact
    • Susan Tenby
    • Online Community Director, TechSoup Network
    • [email_address]
    • http://flavors.me/susantenby
    Megan Keane Online Community Manager, TechSoup [email_address] http://friendfeed.com/penguinasana Find presentation online @ http://slideshare.net/techsoupglobal