Practical Social Media Applications for Business

Practical Social Media For Business October 2010, Accelerate MainePresented by Leslie Poston, Magnitude Media

OverviewWorking With Outside The Box ToolsSocial AccountingSocial LawSocial HealthSocial Customer ServiceSocial Back OfﬁceMetrics, Measurement, ROISocial BusinessToolbox

The Tools Aren’t New. Just Different.

JAN 16 1978This was the day that social networking was born.All of today’s social networks are descendants ofCBBS (Computerized Bulletin Board System),created in two weeks by Ward Christensen andRandy Suess. It enabled members of the ChicagoArea Computer Hobbyists Exchange to post andview notices on an electronic bulletin board,effectively becoming the world’s ﬁrst on-linecommunity.Research study: “Social Network Hierarchies andtheir Impact on Business”Sample: 2322 persons ages 6-54

“Thinking Outside The Box” At some point you have to be able to bring it back in the box for your companyto succeed with these new tools and techniques.

Social Media is to the ofﬁce todayWhat Lotus was to the ofﬁce years ago Just another tool to master

Leave “Social” Stumbling Blocks BehindThink: ADAPTIVE MEDIA

FLEXYour Day to Day Business

Leave Silos Behind

Fluid & OpenInfrastructure

✓ Invert your sales funnel✓ Use opt in value such as newsletters to create evangelists✓ Give before you ask

Retention practices + value= positive emotional branding

✓ Your blog is the ﬁrst touchpoint for interaction with your customer and potential customer that you OWN✓ Your blog should be the heart of your website✓ Your website should be the hub for all of your social spokes

Thanks to openlearn.open.ac.uk for the images

CompetitiveIntelligence

• LinkedIn • Yelp • Compete• Twitter • Location • Alerts• Search • Blogs • Reader• Facebook • Ratings • Comments

Inside The Ofﬁce

✓ LinkedIn - helps the ﬁrm understand the relationships among its own people and those in other organizations. -helps the ﬁrm keep up with issues employees may be concerned about✓ Yammer -incorporates expense reports, communication, project items, customer support and more✓ Instant Message -streamline responses, eliminate time wasted tracking each other down, paper trail✓ Collaborative Project Management (Basecamp) or Agile Project Management (PivotalTracker)

Human Resources

✓ Hire 2.0✓ Policy✓ Guidelines✓ Privacy

Front Ofﬁce

✓ Triage - ER wait times✓ Dispatch - Road Closures✓ Reception - Social Scheduling Tools✓ Virtual Ofﬁce✓ Flexible Time

• Bantam Live (Twitter plus CRM)• 71% claim reviews from family members or friends exert a "great deal" or "fair amount" of influence on purchases - harness social web influence/trust - Harris Poll• 53% of people on Twitter recommend companies and/or products in their Tweets, with 48% of them delivering on their intention to buy the product. - ROI Research for Performance, June 2010• Nearly two-thirds (64%) of the UK population have researched products/ services online within the last 3 months. - European Commission 2010• Rubbermaid found that, when they add reviews to their free-standing inserts (which are mailed/put in newspapers), conversion for the coupons increases by 10%. This is proof that reviews impact offline advertising and in-store behavior. - Rubbermaid Case Study, April 2010.)• Giving shoppers the ability to sort products within a category by customer rating led to a sales increase of 41% per unique visitor. - PETCO, June 2007

By 2020, 84% of marketers agree that building customer trust will becomemarketing’s primary objective, and 82% agree that collaboration withcustomers will prevail over marketing.~1to1 Media survey of the 1to1 Xchange panel, April 2008I would argue that this day is already here

Customer Service

The Customer Is NOT Always Right (but how you treat them still matters)

• Cross Train• Checkpoints• Sometimes, Answer = No• Follow Through• Follow Up

Toolbox

Productivity✓ Huddle ✓ Cloud Storage✓ Basecamp ✓ Teamwork PM✓ Zoho ✓ Reader✓ DeskAway ✓ CollectiveX✓ Doodle ✓ MindMeister✓ Google Docs ✓ Prezi

Accounting

Small Business or Freelancer Large Company Freshbooks Q &A Xpensr Polling Mint Controlled Advice Shared Spreadsheets Outreach Online Payment

If you are a lawyer, and you have not yetstarted learning everything you can aboutsocial media so you can practice law in asocial age, you are behind.You are behind law students who are aheadof you.You are behind lawyers who are alreadyteaching people the ropes.

Back OfﬁceOnline Portal for Deliverables PDF Replace Tear Sheets Online Billing Online Payment CRM Apps Monitoring Tools Virtual Teams

Metrics• If you want to change behaviors you ﬁrst must measure them• Goal setting is key• Peer pressure element of social media helps success in ofﬁce use• SEO/SMO• Social Media Arcs

• Sales• Customers• Leads• Interest ROI• Reservations• Merchandise• Bookings• Make it all trackable (hashtags, keywords, embedded code, QR codes, location, more)

(Q&A Session)

Leslie Poston, Magnitude Media @leslie or @magnitudemedia on Twitter 800•501•4049 phone | 928•438•5038 fax leslie@magnitudemedia.net Co-Author: Twitter for Dummies (Wiley, 2009+) Contributor: Social Media ProBook (Eloqua) Author: Grande Guide to Social Advertising (Eloqua) Author: Social Media Metrics for Dummies (Wiley, 2012) If you enjoyed my presentation, won’t you recommend me on LinkedIn? http://linkedin.com/in/leslieposton Connect with Magnitude Media’s pages also: http://www.linkedin.com/company/magnitude-media http://facebook.com/magnitudemedia http://magnitudemedia.net©Leslie Poston, All Rights Reserved

Practical Social Media Applications for Business

by Leslie Poston

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