Follow me on Twitter and be my Friend on Facebook… Please! Use your Social Media as a Tool STC – Paris 20/03/09 stanislas berteloot, marketing director, KDS [email_address]

Content What is it? How is it used today?– personal / business? How can organisations use it? KDS case studies How can SM be used to develop application? How can SM improve online help?

What is it?

How is it used today?– personal / business?

How can organisations use it?

KDS case studies

How can SM be used to develop application?

How can SM improve online help?

I am here because of Jeremy

Because of Jeremy Cole Jeremy Cole is MySQL Guru and co-founder at Proven Scaling LLC, previously Jeremy was MySQL Guru at Yahoo! Inc.,

Jeremy Cole is MySQL Guru and co-founder at Proven Scaling LLC, previously Jeremy was MySQL Guru at Yahoo! Inc.,

Jeremy is vocal… This slide has been removed…

This slide has been removed…

Jeremy is very vocal…

Jeremy is like all of us… He likes to be listened to. Response to KDS: « I am very glad that you understood the nature and the purpose of [my post] and have been working to listen and reform; that is fairly rare it seems. I would like to see more of that! » jcole.us/blog

Response to KDS: « I am very glad that you understood the nature and the purpose of [my post] and have been working to listen and reform;

that is fairly rare it seems.

I would like to see more of that! »

jcole.us/blog

Social Media is…

Blogs Wikis Podcasts RSS Mashups Social Networks

Well… sort of.

Social Media Really is…

a Conversation…

That is powered by…

Blogs Wikis Podcasts RSS Mashups Social Networks

It is a conversation between…

Customers…

Employees…

Investors…

… People!

And guess what?

The social media conversation is…

Not Organized

Not Controlled

And not on message.

Social Media is…

… a brand new way of understanding markets, not just another messaging channel.

Are You Listening?

Listen because 78% OF PEOPLE TRUST THE RECOMMENDATIONS OF OTHER CONSUMERS. ONLY 14% OF PEOPLE TRUST ADVERTISEMENTS.

78%

OF PEOPLE TRUST THE

RECOMMENDATIONS OF

OTHER CONSUMERS.

ONLY

14%

OF PEOPLE

TRUST

ADVERTISEMENTS.

Social networking and blogs now more popular than email March 9, 2009

Social networking and blogs now more popular than email

Jeremy =

The old communication model was a monologue

The new communication model is a dialogue.

Interact with your audience To understand them To provide them with more value To let them help you To let them help themselves

To understand them

To provide them with more value

To let them help you

To let them help themselves

Push content as if your life depends on it

Push content

as if your life depends on it

Google is not a search engine. Google is a reputation-management system

Google is not a search engine.

Google is a

reputation-management

system

Free Tip #1

"Tweets" of 140 characters Posted to your profile or your blog , sent to your followers Use Twitter to inform and to ask. You will get what you give

"Tweets" of 140 characters

Posted to your profile or your blog , sent to your followers

Use Twitter to inform and to ask. You will get what you give

Follow & auto follow According to Hitwise data released on January 21st this year, Twitter usage in the UK has increased 10 fold in just 12 months - with celebrities such as Steven Fry, Jonathan Ross, John Cleese and Richard Branson even joining the ever increasing list of Twitterers. This follows hot on the heels of Hitwise announcing Twitter usage has overtaken that off Digg in the US.

According to Hitwise data released on January 21st this year, Twitter usage in the UK has increased 10 fold in just 12 months - with celebrities such as Steven Fry, Jonathan Ross, John Cleese and Richard Branson even joining the ever increasing list of Twitterers. This follows hot on the heels of Hitwise announcing Twitter usage has overtaken that off Digg in the US.

Free Tip #3 Use Hastags, Keywords Follow people with many followers Use auto-follow Get Retweeted Reply to the top Tweeters Explain how to do something Answer the right question (e.i. not « What are you doing ») Feed from blog Feed blog from Twitter

Use Hastags, Keywords

Follow people with many followers

Use auto-follow

Get Retweeted

Reply to the top Tweeters

Explain how to do something

Answer the right question (e.i. not « What are you doing »)

Feed from blog

Feed blog from Twitter

24-year-old CEO Mark Zuckerberg

24-year-old CEO Mark Zuckerberg

Free Tip #2 One profile Pull from your blog and more Carefully set privacy Don’t go off the record Don’t friend everyone Create a public profile

One profile

Pull from your blog and more

Carefully set privacy

Don’t go off the record

Don’t friend everyone

Create a public profile

What does KDS do with it? Marketing & Press Relation Lead Generation Product Development Road Map prioritization

Marketing & Press Relation

Lead Generation

Product Development

Road Map prioritization

How KDS interacts with its audience? ? Kds.com

= Blogs Group + Portal Forum

Story - 2008 Market new positioning Gather real life anecdote Learn from the users Create an ownership Take away : study / PR / White Paper (365 downloads)/ market ownership / Leads

Market new positioning

Gather real life anecdote

Learn from the users

Create an ownership

Beyond Marketing

Google asks users to contribute and improve online help

Google asks users to contribute and improve online help

Lets your users do the translation

Salesforce.com Listens for you

Service Cloud A person seeks technical support Posts questions on Facebook Receives replies helping solve the problems. Service Cloud determines which questions and responses represent meaningful issues and accurate answers. The system then incorporates this knowledge into the standard Salesforce customer service application. It is shared with support reps, put on the web, used in self-service customer environments, and so on.

A person seeks technical support

Posts questions on Facebook

Receives replies helping solve the problems.

Service Cloud determines which questions and responses represent meaningful issues and accurate answers.

The system then incorporates this knowledge into the standard Salesforce customer service application.

It is shared with support reps, put on the web, used in self-service customer environments, and so on.

Wiki

Online Schizophrenia?

Life question Should I mix business with private life? What job do you do? Which SN? Facebook public profiles Linkedin Twitter

Should I mix business with private life?

What job do you do?

Which SN?

Facebook public profiles

Linkedin

Twitter

Credits Presentation by : stanislas berteloot, KDS Social Media is…: Leewhite (on SlideShare) The Conversation: An Introduction to Social Media: Tactica What the F...K is Social Media: Marta Z. Kagan Social Media Influencer Predication 2009: www.trendsspotting.com Social Media & Word of Mouth: Marketing for Startups: Colour Creative Persuation Social Media Rockstars: Arturo Pelayo, mediaalchemy.org How to Change the World: http://blog.guykawasaki.com/