Socialmedbstpracticespresentation2

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  • 1. Social Media Best Practices
    • By Carmen Shirkey Collins
    • a.k.a. The Social Media Butterfly
  • 2. Best Practice 1 LISTEN! Comments included job inquiries, fun interactions and positive experiences Unsolicited testimonials from fans look great and can b used as recruiting tools Fun posts get fans engaged with the page and the brand.
    • The first step in any successful social media campaign is active LISTENING
    • Basics: Set up a Google alert ( www.google.com/alerts )
    • Use Listening Tools
      • Use a social media platform (TweetDeck/HootSuite) and set up search terms
      • Purchase a low-cost listening platform – many options to chose from
      • Purchase an enterprise (and more costly) listening platform
    • Find out what your customers are talking about ALREADY!!!
    • It’s a perfect way to know what content to post to engage in conversation
    • Go where they are, find out what they’re saying
    • Listen even to your critics - Let them know you heard them! See if you can help in a constructive manner
    Company Competitors Industry Products
  • 3. Best Practice 2 Engage and Be Relevant Comments included job inquiries, fun interactions and positive experiences Unsolicited testimonials from fans look great and can b used as recruiting tools Fun posts get fans engaged with the page and the brand.
    • Post content that is relevant and engaging (it’s not about marketing or PR messages)
    • Posts are prioritized by Facebook Edgerank. Edgerank is an algorithm that determines relevancy; whether or not your posts should appear in your fans’ news feeds.
    • To increase your Edgerank, make your posts RELEVANT
      • Tips to post relevant content:
      • Post pictures, videos and links – things that make people take an action (though these have the lowest values in Edgerank, they’re still important)
      • Get people to “like” a post. The easiest way to get a like is to ask for it! Example: “Tonight it’s GLEE’s prom night! Click “like” if you remember your prom”
      • The biggest value in Edgerank is a comment. To get comments, ask questions! Example: Do you remember your prom dress? Tell us all about it!
    3
  • 4. Best Practice 3 Be a Source Unsolicited testimonials from fans look great and can b used as recruiting tools Fun posts get fans engaged with the page and the brand.
    • What is your business in the business of doing? Become the go-to source for information about that!
    • Position yourself through content on blog posts, Facebook notes, etc. as THE place customers can come for information about your product, service or industry
    • Remember, this isn’t about pushing a marketing message. This is about being a source for your customers.
    Creating content is a great way to drive engagement!
  • 5. Best Practice 4 Be Transparent Comments included job inquiries, fun interactions and positive experiences Unsolicited testimonials from fans look great and can b used as recruiting tools Fun posts get fans engaged with the page and the brand.
    • When participating in, or maintaining a social media site on behalf of a company clearly state who you are, and your affiliation.
    • Never hide your identity – be as transparent as possible
      • If more than one person posts to the same account, suggest “sign on/off”
      • Example: “TGIF! Who’s up for Friday? Me! ~Lynn (or use initials ^LS)
    • When creating a social media channel, indicate that it is an official presence in the description
    Never pretend to be something you aren’t!
  • 6. Best Practice 5 Be Present & Respond Comments included job inquiries, fun interactions and positive experiences
    • How often you should post depends on the channel and how much content you have
    • Twitter users are used to more frequent updates
    • Facebook users get annoyed at more than 2-3 times per day.
    • The best times of day to post is determined by testing different posts at different times, using analytics to see results
    • Consider evenings, weekends
    • It’s okay to use schedulers to post, however, social media is 24/7. If you post, expect responses. If you’re not there to respond, it diminishes your brand.
    • Try and respond to ANY post in 24 hours.
  • 7. Best Practice 6 Create Super Users! Comments included job inquiries, fun interactions and positive experiences Unsolicited testimonials from fans look great and can b used as recruiting tools Fun posts get fans engaged with the page and the brand.
    • Create super users – customers that do your viral marketing FOR you:
    • Follow the first three best practices
      • Listen – if you post what they want, they’ll share it
      • Engage – If someone posts something great about your company
        • Share it! (ReTweet, Like the post on FB, etc.)
        • Make your customers feel special, they’ll think YOUR COMPANY is special!
      • Be transparent/honest
        • Social media customers are savvy
        • If you try to be something you’re not, social media can turn on you quickly
    • Disarm negative posters using the same techniques!
        • Listen – an opinion is valid. Don’t argue. They want to know they’ve been heard.
        • Engage – ask what you can do to make a situation right. How can you help?
        • Be honest – did you make a mistake? Admit it. Be humble.
        • Have a plan for a crisis
  • 8. Best Practice 7 Archive Comments included job inquiries, fun interactions and positive experiences
    • ?????? What happens if Facebook crashes, and you lose all the comments you wanted to keep??
    • ?????? What if a hacker usurps your Facebook page and posts spammy posts?
    • ?????? What if a user sues over a post?
    • All these things can be managed if you archive your social media posts!
    • FACEBOOK
    • Facebook allows you to download all info you share – posts, photos, videos, etc. --- Account – Account Settings – Download Your Information – Download
    • TWITTER
    • There’s no official Twitter solution, but there are several third-party apps that archive
    • Backupify
    • Twistory
  • 9. Thank you!
    • @socialmedbtrfly
    • http://www.facebook.com/thesocialmediabutterfly
    • http://thesocialmediabutterfly.blogspot.com /
    Find more tips/tricks from The Social Media Butterfly here: