#heweb10 Facebook Faceplant: Lessons Learned from Social Media Failures (and Successes)

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Slides and my video from the session: Facebook Faceplant: Lessons Learned from Social Media Failures (and Successes) at the HighEd Web Conference 2010

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  • Penn State’s Main Campus University park (UP) in State College Pa
  • Who is on your page today? Why? What are they most likely to say? How are they most likely to respond?
  • #heweb10 Facebook Faceplant: Lessons Learned from Social Media Failures (and Successes)

    1. 1. FacebookFaceplant<br />CyndeFleagle, @cyndef<br />Nikki Massaro Kauffman, @nikkimk<br />Penn State University<br />#SOC9<br />
    2. 2. Why <br />Faceplants? <br />
    3. 3. In social media, you can’t have all the dog and pony shows…<br />
    4. 4. …without a little bit of shit too.<br />
    5. 5. FacebookFaceplant Lesson Learned…<br />snOMG 2010<br />
    6. 6. H1N1 Targeted Messages<br />
    7. 7. H1N1 Targeted Messages<br />“ ”<br />“ill students are not required to provide a physicians excuse for missing class.”<br />“Policy E-11 Requires all instructors… to provide reasonable opportunities for students to make up missed assignments and missed exams.”<br />
    8. 8. H1N1 Targeted Messages<br />
    9. 9. H1N1 Targeted Messages<br />
    10. 10. H1N1 Targeted Messages<br />“ ”<br />For more information on H1N1, guidelines for supervisors and recommendations for telecommuting, you may wish to consult the Aug. 10 letter from President Spanier, which can be found here…<br />
    11. 11. H1N1 Targeted Messages<br />
    12. 12. H1N1 Targeted Messages<br />“ ”<br />“Ill Students with the flu do not need a physician’s certification of illness.”<br />“If you have questions about academic policy-related issues, please call the Associate Dean/Chief Academic Officer of your college.”<br />
    13. 13. H1N1 Targeted Messages<br />
    14. 14. H1N1 Targeted Messages<br />“ ”<br />
    15. 15. Penn State University<br />
    16. 16. Penn State: University Park (UP)<br />
    17. 17. We Are…<br />
    18. 18. 2/10/2010<br />K-12 Schools Closed<br />Branch Campuses Closed<br />Snow Emergencies: No parking along streets.<br />Interstates closed.<br />Con Ed Classes Cancelled<br />
    19. 19. General Weather-Related Messages<br />
    20. 20. “ ”<br />General Weather-Related Messages<br />“Faculty and staff should use their own best judgment...”<br />“Staff may charge their absence to vacation time... supervisors should make every effort to accommodate employees who wish to leave work early because of the weather.”<br />
    21. 21. General Weather-Related Messages<br />
    22. 22. “ ”<br />General Weather-Related Messages<br />“It is your decision on whether or not you are comfortable commuting to campus.”<br />“Ultimately, it is up to each professor to determine how he or she will handle these types of absences, but we believe they will be reasonable and understanding.”<br />
    23. 23. #SOC9: Tweet Your FaceplantLessons Learned for 2/10/2010<br />
    24. 24. Know When and How to Respond<br />
    25. 25. Dealing with Weather<br />
    26. 26. Know your numbers…<br />but know the people they represent too.<br />
    27. 27. Learn from Your Successes…<br />
    28. 28. …and from Your Faceplants<br />“Snowballs”<br />“WILL BE DELETED” <br />“Your safety is important.”<br />“We are listening”<br />Obesity research link.<br />Thon post.<br />Valentine’s Day Contest.<br />
    29. 29.
    30. 30. #SOC9: Tweet Your FacebookFaceplantLesson Learned for UT Gunman 9/28/2010<br />
    31. 31. #SOC9: When is it best to be silent and when is it necessary to post?<br />
    32. 32. Aside….<br />Wonderful job on mobile app<br />Wonderful job web/text/email<br />
    33. 33. View movie (UTsansaudio)<br />
    34. 34. 61% of all Facebook<br />users are over 25<br />Statistic courtesy of www.insidefacebook.com<br />
    35. 35. This says it all….<br />Infographic courtesy of http://www.allfacebook.com/<br />
    36. 36. There are many social media tools to use, people generally choose the one they feel the most comfortable with and that is where they spend their time.<br />
    37. 37. It all comes back to..<br />Thinking about your audiences! (all of them)<br />
    38. 38. Learn from your faceplants<br />Having an postings to the wall turned off (where only administration may post)<br />2. Not updating the page while there is an event such as this happening.<br />3. Not paying attention to the current thread where questions and commentsare being made.<br />
    39. 39. … and from your successes.<br />The UTPD was updating their page which resulted in a MAJOR growth of their fan base<br />About 1 hour into the campus lockdown, the UT Police Department page had just under 900 visitors. <br />(courtesy of J.D. Ross)<br />
    40. 40. 11:22 a.m. UTPD had 1,070 fans<br />
    41. 41. 1:06 p.m. 5,001 fans<br />
    42. 42.
    43. 43.
    44. 44. With growth comes opportunity..<br />
    45. 45. This Squirrel<br />@thissquirrel<br />
    46. 46. It all started with a LOL…<br />
    47. 47.
    48. 48.
    49. 49. Hmmm, lets try something else…<br />
    50. 50. Penn State’s Computer Store’s HUB Showroom Grand Opening<br />A brainstorming session lead to…<br />
    51. 51. GIANT CUT OUT SQUIRRELS<br />
    52. 52. Guess What?!<br />
    53. 53.
    54. 54. This Squirrel’s Persona<br />It's name is "This Squirrel"<br />genderless<br />happy but not goofy<br />not bitter<br />helpful<br />geek chic<br />worldly/well traveled<br />likes nuts/hazelnut coffee<br />hangs out at computer store in hub<br />likes to travel to PSU campuses and around UP<br />mean people make it angry<br />platform agnostic<br />social media guru<br />"green”<br />decendant of one of the 4 grey squirrels purchased in 1925 and is friends with the PSU lion<br />
    55. 55. As of this morning This Squirrel has 1,534 fans …… and we’re just getting started!<br />
    56. 56. Images<br />http://www.flickr.com/people/acidcookie<br />http://www.flickr.com/photos/australianshepherds<br />http://www.flickr.com/photos/richardsummers<br />http://www.flickr.com/photos/rawhead<br />

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