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  • Early 1970s … usenet where people posted questions for forums and discussed topics.http://www.mediabistro.com/alltwitter/files/2012/10/history-social-media.jpegBecause it’s more public … mainstream, etc.

Transcript

  • 1.  Introductions ◦ Who is this guy? ◦ I know you, but please tell me why you are here!  Classes (Meet four times) ◦ Today: Overview of no-nos or potential no-nos ◦ Next time: Yes, do this! ◦ Third time: Now what … how do you start? ◦ Two weeks away from class: Go out in the “wild” ◦ Final meeting: What did you learn? Share results
  • 2.  Objective: To get a general overview of social media, its impact (positive and negative) on brands, and the basic best practices on getting started.  Ultimate take away: Practice social engagement, start doing it for your brand, whether professional or personal.
  • 3.  Who here is on social media?  Who here is comfortable on social media?  Why not (please write down your answers. I will collect them anonymously later)  How long has social media been around? What do you think?  So, why are some brands (persons or organizations) slow to be social?
  • 4.  Why is social media powerful?  It’s word of mouth on steroids.  Some of the names that come to mind today are new in the last few years. Twitter, Facebook, LinkedIn, Foursquare are all newer sites. Twitter has 200 million monthly users. More than one third of Iowa is on Facebook. Then businesses started to join. Some used the new mediums just like they used old-school ad channels. As a one-way tool to broadcast information. At one point most questions from others to some of the big brands were ignored and not responded too.  Need to have: Personality, approachability, transparency.
  • 5.  Assignment: Please take out a piece of paper (or use your laptop, iPad). Write down these sections: ◦ Business goals (Session 2) ◦ Focus (Session 3) ◦ Do's (Session 2) ◦ Don’ts (Today)  Take notes in each section as we talk about them!
  • 6.  Twitter user ABC talks about a brand on Twitter, complaining to his 22,000 followers that service was terrible. What does the brand do? No response. (Common. 70-some percent of top brands don’t respond)
  • 7.  A waitress Facebooked about bad customers.  A football player was fined for talking negatively about the coach.  #McDStories (negative stories were shared, interestingly, McDonald’s also shows up on the good side of things!)  Somebody tweets at your brand, your social media person has to go talk to the marketing director, who has to go check with the CEO to see what they should respond.
  • 8.  Did I mention that a Tweet has a lifespan of eight minutes? You have to respond within eight minutes for conversation to happen!
  • 9.  A juror in the UK was dismissed after she disclosed sensitive case information on her Facebook profile, MSN reports. "I don't know which way to go, so I'm holding a poll" the juror wrote, asking her Facebook friends to weigh in on the case. (Source)
  • 10.  I visited a local business  Chatted with the owner  Followed them on Twitter  The next day they said: “Thanks for following. Hope your week is going great.”  No mention about yesterday? Why not? I didn’t feel very connected!
  • 11.  Having others post for you under your name!
  • 12.  Sharing without reading. ◦ Everything reflects on you! ◦ “I love your stuff.” What stuff?  Mixing up accounts! Person posted personal message to a company page!  Somebody overseas took Twitter users to court for retweeting libelous information!
  • 13.  What did you come up with? ◦ For next time, if you didn’t type these up, please start a document that has 3-6 points listed: ◦ Social media don’ts  Point A  Point B  Point C  Etc.
  • 14.  Do not: ◦ Say anything you wouldn’t want to see in the newspaper or wouldn’t say to somebody’s face! ◦ Not respond to people! ◦ Share other’s information without reading it! ◦ Have unnecessary approval processes ◦ Be afraid of following up, apologizing and moving on.
  • 15.  Questions?  Next time: ◦ Bring your started strategy with Don’ts! ◦ We’ll talk about do's and start talking about business goals  Questions in the meantime: ◦ ctrappe@gmail.com ◦ twitter.com/ctrappe
  • 16.  Welcome  Review last time: What were your main takeaways?  Any questions?
  • 17.  Today: ◦ Example of good engagement. Do's. ◦ Make sure you write down bullet points for your strategy. ◦ Business goals: Everything you do should fit into a business goal. We’ll talk about that.
  • 18.  Social media is social!  Non-tech comparison: ◦ At somebody’s house for dinner. Do you say: Buy this OR do you just talk? ◦ They may still buy or use your business but you wouldn’t think of mentioning that first, right?
  • 19.  Connect around topics.  What’s the topic that you are an expert in or are striving to be an expert in?  Then connect with people in those areas.
  • 20.  Examples: ◦ #Blogchat  Mack Collier runs it. Hundreds of people participate each Sunday night. He’s now a speaker and author.  Welcomes new people.  Approachable. (Tries to meet people in person) ◦ United Way Worldwide conference  2,000  Tweeters connected by topics  In person, too, after that
  • 21. Wal-Mart has higher engagement than Target, despite having similar Facebook fan pages. Source A large portion of the brand’s most successful posts are not directly tied back to the brand itself but rather are designed to appeal to the broad interests of its customers. They are publishing posts that say, “Happy 53rd Birthday Hawaii” with a picture of a sunset or “Like this if you’re going to miss summer” featuring a picture of a cute dog. Walmart has found that short, conversational and non- promotional posts featuring fun photos is what engages its fan base. They are blasting their fans with hundreds of posts, but they are posts that the people want to see"
  • 22.  Everything you do on social media/the web needs to fit into your overall business goals.  Should be able to tell what they are when you look at an account!  What are mine… can you tell?
  • 23.  Learn and be known as a communicator/connector: ◦ Share knowledge around the topics of:  Communication  Technology  Media  Advertising  … Communication-related topics  Working in the communication field. Be seen as somebody who has thoughts to share.
  • 24.  Be conversational  Recognize people  Respond … quickly.  Pick an area or areas of expertise.  Share knowledge.  Don’t sell all the time.  Remember that it takes time! (Engagement pyramid)
  • 25.  What are yours? (Write them down)
  • 26.  Review: Your main takeaway?  Next time: Bring your social media plan so far. Should look like this: ◦ Business goals ◦ Do's ◦ Don’ts  We will talk about Focus, Time Management and Monitoring the next time.
  • 27.  Welcome back!  Thoughts from last time? Main takeaways?  How is your plan looking?  Today: Building an audience, focus, time management, monitoring.  For next time: Use what you’ve learned so far in social media (my suggestion: Twitter, Facebook, maybe LinkedIn). Report back next time what worked, what didn’t, etc.
  • 28.  Use what you have! ◦ Share valuable/conversational content. People will share it if it’s meaningful to them. ◦ Test this: “Statement. LIKE if you agree. Comment if you disagree.” (This works for some brands but not all. Usually bigger ones with a huge following.) ◦ Make it easy for people to sign up.  Direct links to your accounts from your websites/newsletter, etc.  Include in printed materials. ◦ Share on your personal accounts … but think about if it fits and how.
  • 29.  Facebook: People come to you!  Twitter: Do a search for relevant keywords in the area.  Follow people who show interest.  Example: https://twitter.com/search- advanced
  • 30.  Set expectations!
  • 31.  Set alerts: Get email notifications when somebody mentions you.  Google.com/alerts  Other services exist, but there’s a cost. (Radian6, Salesforce)  If not live response: Set a time or two per day to check: First thing in the morning. Then again later. 10-15 minutes.  Post something new in your area of expertise each time!
  • 32.  Pick your area of expertise.  Pay attention!  Write down ideas.  Read them back to co-workers/bosses before sending. Get feedback! Don’t want to get into an approval process, though! Think about Do’s and Don’ts.  Tweet/Facebook the ones that fit.  Keep an eye on insights. How do people react?
  • 33.  Watch for good stories.  Media stories to share.  How do you know what to share? ◦ Interesting! ◦ You mention it. (“Hey, xxx, I have to tell you this …) ◦ It fits within your area of expertise. ◦ If you need structure: Develop a content calendar, but don’t let things be stale.
  • 34.  Your goals  Your area of expertise (Focus)  Time management (Maybe include this)  Do’s  Don’t
  • 35.  For next time: Use what you’ve learned so far in social media (my suggestion: Twitter, Facebook, maybe LinkedIn). Report back next time what worked what didn’t, etc.  Next class: Not next week!.  Be prepared to report back on your project.  If questions in the meantime: ctrappe@gmail.com OR twitter.com/ctrappe OR facebook.com/ctrappe.