Social CRM:                             Best Practices                             for                             Buildin...
Goals, not tools @heidimiller #huzzahWednesday, April 13, 2011                  2
Focus         your       strategy @heidimiller #huzzahWednesday, April 13, 2011   3
Focus         your       strategy                            •   Who is your target audience?                            •...
Relationship Strategy   •       Whom do you want to reach?   •       Why?   •       What do you want them to do?   •      ...
Where are                    your key                  influencers?       • LinkedIn       • Facebook       • Twitter      ...
Where are                    your key                  influencers?       • LinkedIn       • Facebook       • Twitter      ...
Who are             you          trying to          engage? @heidimiller #huzzahWednesday, April 13, 2011   6
% Growth of                            adults updating                             Twitter status @heidimiller #huzzahWedn...
Average Facebook User Profile @heidimiller                Source: http://smmcats.com/facebook-demographics/ #huzzahWednesda...
Average Facebook User Profile       ✦   Has 130 friends on the site @heidimiller                            Source: http://...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦   Sends 8 friend requests per month @heidimille...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦   Sends 8 friend requests per month       ✦   S...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average Facebook User Profile       ✦   Has 130 friends on the site       ✦ Sends 8 friend requests per month       ✦ Spend...
Average age of                            SNS users by site @heidimiller #huzzahWednesday, April 13, 2011                 ...
Average age of                            SNS users by site @heidimiller #huzzahWednesday, April 13, 2011                 ...
Average age of                            SNS users by site @heidimiller #huzzahWednesday, April 13, 2011                 ...
Average age of                            SNS users by site @heidimiller #huzzahWednesday, April 13, 2011                 ...
Average age of                            SNS users by site @heidimiller #huzzahWednesday, April 13, 2011                 ...
Average age of                            SNS users by site @heidimiller #huzzahWednesday, April 13, 2011                 ...
Know           your          super-          power @heidimiller #huzzahWednesday, April 13, 2011   10
Why should anyone interact                    with your brand? @heidimiller #huzzahWednesday, April 13, 2011              ...
Why should anyone interact                    with your brand?              •      We help people who spend/enjoy/love ___...
Why should anyone interact                    with your brand?              •      We help people who spend/enjoy/love ___...
Why should anyone interact                    with your brand?              •      We help people who spend/enjoy/love ___...
Why should anyone interact                    with your brand?              •      We help people who spend/enjoy/love ___...
Why should anyone interact                    with your brand?              •      We help people who spend/enjoy/love ___...
Know before you     Tweet... monitor @heidimiller #huzzahWednesday, April 13, 2011   12
Set up Google alert                            www.google.com/alert                             Your name                 ...
1. Enter search term @heidimiller #huzzahWednesday, April 13, 2011         14
1. Enter search term   2. Choose Everything @heidimiller #huzzahWednesday, April 13, 2011                                14
1. Enter search term            2. Choose Everything @heidimiller #huzzah                            3. Enter email & crea...
Build                            online reputation @heidimiller #huzzahWednesday, April 13, 2011                   15
@heidimiller  #huzzahWednesday, April 13, 2011   16
Be personalBe generousBe relevant @heidimiller  #huzzahWednesday, April 13, 2011   16
Building Presence @heidimiller #huzzahWednesday, April 13, 2011                       17
Building Presence              •      Blogs/podcasts                     Post thoughtfully on a regular basis on relevant ...
Expose yourself              @heidimiller              #huzzahWednesday, April 13, 2011                      18
@heidimiller                #huzzahWednesday, April 13, 2011      19
Act like a person...                 not                                 a                               brand            ...
@heidimiller #huzzahWednesday, April 13, 2011   20
@heidimiller #huzzahWednesday, April 13, 2011   20
@heidimiller #huzzahWednesday, April 13, 2011   20
@heidimiller #huzzahWednesday, April 13, 2011   20
Express                            personality @heidimiller #huzzahWednesday, April 13, 2011                 21
@heidimiller #huzzahWednesday, April 13, 2011   22
@heidimiller #huzzahWednesday, April 13, 2011   22
@heidimiller                #huzzahWednesday, April 13, 2011      23
Be personable...                               without being                                    too personal              ...
Keep a topical focus      •       Strategize your superpower              keywords and topics      •       Focus 75% of yo...
Setting up your Facebook                             profile/Page @heidimiller #huzzahWednesday, April 13, 2011            ...
Page or Person?                     Page Benefits                              Page Drawbacks             •       Name as b...
Profile Basics         •       Use logo for Facebook Page         •       Use consistent, friendly, professional profile pho...
Profile do’s                    • Basic info                    • Profile photo                    • Relationships          ...
Profile do’s                    • Basic info                    • Profile photo                    • Relationships          ...
Profile do’s                    • Basic info                    • Profile photo                    • Relationships          ...
Profile do’s                    • Basic info                    • Profile photo                    • Relationships          ...
Profile do’s                    • Basic info                    • Profile photo        Add personal and      professional ac...
Basic info           • Hometown           • Location           • Birthday           • Gender           • Bio: tell a story...
Page do’s                    • Wall settings                    • Info information                    • Photos            ...
@heidimiller #huzzahWednesday, April 13, 2011   34
Set brand + others         as Wall default @heidimiller #huzzahWednesday, April 13, 2011   34
@heidimiller #huzzahWednesday, April 13, 2011   35
Always let others                     post to your Wall @heidimiller #huzzahWednesday, April 13, 2011                35
Page do’s                    • Wall settings                    • Info information                    • Photos            ...
@heidimiller #huzzahWednesday, April 13, 2011   37
Say which humans                             are posting and                                 listening @heidimiller #huzza...
Link back to site(s)                                                  Give mission                                        ...
@heidimiller #huzzahWednesday, April 13, 2011   38
@heidimiller #huzzahWednesday, April 13, 2011   38
@heidimiller #huzzahWednesday, April 13, 2011   38
@heidimiller #huzzahWednesday, April 13, 2011   38
@heidimiller #huzzahWednesday, April 13, 2011   38
@heidimiller #huzzahWednesday, April 13, 2011   38
@heidimiller #huzzahWednesday, April 13, 2011   38
@heidimiller #huzzahWednesday, April 13, 2011   38
Page Notifications @heidimiller #huzzahWednesday, April 13, 2011                       39
Access to Analytics @heidimiller #huzzahWednesday, April 13, 2011                         40
Access to Analytics @heidimiller #huzzahWednesday, April 13, 2011                         40
Access to Analytics @heidimiller #huzzahWednesday, April 13, 2011                         40
Setting up your Twitter                                    profile @heidimiller #huzzahWednesday, April 13, 2011           ...
Profile do’s @heidimiller #huzzahWednesday, April 13, 2011                 42
Profile do’s       Handle: Descriptive,       shortest version of          your brand @heidimiller #huzzahWednesday, April ...
Profile do’s                                        List brand name       Handle: Descriptive,       shortest version of   ...
Profile do’s                                        List brand name       Handle: Descriptive,       shortest version of   ...
Profile do’s @heidimiller  #huzzahWednesday, April 13, 2011                 43
Profile do’s                                     Link to                                      brand                        ...
Profile do’s                                                 Link to                                                  brand...
Profile do’s                                                 Link to                                                  brand...
Profile do’s                                                 Link to                                                  brand...
Profile do’s                                                 Link to                                                  brand...
Twitter engagement                               best practices @heidimiller #huzzahWednesday, April 13, 2011             ...
Answer the questions @heidimiller #huzzahWednesday, April 13, 2011                          45
Answer the questions                  • What are you reading?                  • What are you commenting on?              ...
Answer the questions @heidimiller #huzzahWednesday, April 13, 2011                          46
Answer the questions                  • What would you like to ask?                  • What are you participating in?     ...
Which is more relevant? @heidimiller #huzzahWednesday, April 13, 2011                             47
Which is more relevant?                            eating oatmeal   fighting off zombies @heidimiller #huzzahWednesday, Apr...
Twitter conventions @heidimiller #huzzahWednesday, April 13, 2011                         48
Hashtags                                   #sxsw       Keyword or                               #macworldexpo             ...
Hashtags                                   #sxsw       Keyword or                               #macworldexpo             ...
Hashtags                                   #sxsw       Keyword or                               #macworldexpo             ...
Hashtags                                   #sxsw       Keyword or                               #macworldexpo             ...
Mentions @heidimiller #huzzahWednesday, April 13, 2011              50
Mentions @heidimiller #huzzahWednesday, April 13, 2011              50
Mentions @heidimiller #huzzahWednesday, April 13, 2011              50
The Power of the                                ReTweet @heidimiller #huzzahWednesday, April 13, 2011                     ...
Rules of the ReTweet   • Read the linked article   • Give credit to original           poster   • Add a hashtag   • Add a ...
Rules of the ReTweet   • Read the linked article   • Give credit to original           poster   • Add a hashtag   • Add a ...
Conventions                 H/T = Hat tip (thanks/credit)                 CC = mention to specific followers               ...
Conventions                 H/T = Hat tip (thanks/credit)                 CC = mention to specific followers               ...
Conventions                 H/T = Hat tip (thanks/credit)                 CC = mention to specific followers               ...
Conventions                 H/T = Hat tip (thanks/credit)                 CC = mention to specific followers               ...
Shared Posting Tools                    •➡                     www.cotweet.com                                Set up cotag...
Tips for relationship building      •       Be generous and gracious. Check your ego at the door.      •       Stay on top...
Social CRM:                            Best Practices                            for                            Building &...
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Social CRM: Managing online relationships

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Half-day boot camp for social media management: engaging in online relationships, choosing Facebook personal profile vs page, Twitter profile and conventions

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Social CRM: Managing online relationships

  1. 1. Social CRM: Best Practices for Building & Managing Online Relationships Heidi Miller, Social Media Consultant, www.heidi-miller.com @heidimiller http://profile.to/heidimillerWednesday, April 13, 2011 1
  2. 2. Goals, not tools @heidimiller #huzzahWednesday, April 13, 2011 2
  3. 3. Focus your strategy @heidimiller #huzzahWednesday, April 13, 2011 3
  4. 4. Focus your strategy • Who is your target audience? • What is your marketing goal(s)? • How will you measure success? @heidimiller #huzzahWednesday, April 13, 2011 3
  5. 5. Relationship Strategy • Whom do you want to reach? • Why? • What do you want them to do? • How can you help them? • How will you know when you’ve succeeded? • What are your current marketing goals? @heidimiller #huzzahWednesday, April 13, 2011 4
  6. 6. Where are your key influencers? • LinkedIn • Facebook • Twitter • Flickr • MySpace • Amazon reviews • iTunes • Forums @heidimiller #huzzahWednesday, April 13, 2011 5
  7. 7. Where are your key influencers? • LinkedIn • Facebook • Twitter • Flickr • MySpace • Amazon reviews • iTunes • Forums @heidimiller #huzzahWednesday, April 13, 2011 5
  8. 8. Who are you trying to engage? @heidimiller #huzzahWednesday, April 13, 2011 6
  9. 9. % Growth of adults updating Twitter status @heidimiller #huzzahWednesday, April 13, 2011 7
  10. 10. Average Facebook User Profile @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  11. 11. Average Facebook User Profile ✦ Has 130 friends on the site @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  12. 12. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  13. 13. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  14. 14. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  15. 15. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month ✦ Spends 23 minutes on each visit @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  16. 16. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month ✦ Spends 23 minutes on each visit ✦ Is connected to 80 community pages, groups and events @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  17. 17. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month ✦ Spends 23 minutes on each visit ✦ Is connected to 80 community pages, groups and events ✦ Creates 90 pieces of content each month @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  18. 18. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month ✦ Spends 23 minutes on each visit ✦ Is connected to 80 community pages, groups and events ✦ Creates 90 pieces of content each month ✦ 200 million people access Facebook via a mobile device each day @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  19. 19. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month ✦ Spends 23 minutes on each visit ✦ Is connected to 80 community pages, groups and events ✦ Creates 90 pieces of content each month ✦ 200 million people access Facebook via a mobile device each day ✦ More than 30 billion pieces of content are shared each day @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  20. 20. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month ✦ Spends 23 minutes on each visit ✦ Is connected to 80 community pages, groups and events ✦ Creates 90 pieces of content each month ✦ 200 million people access Facebook via a mobile device each day ✦ More than 30 billion pieces of content are shared each day ✦ Users that access Facebook on mobile devices are twice as active as non-mobile users @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  21. 21. Average Facebook User Profile ✦ Has 130 friends on the site ✦ Sends 8 friend requests per month ✦ Spends an average 15:33 on Facebook per month ✦ Visits the site 40x per month ✦ Spends 23 minutes on each visit ✦ Is connected to 80 community pages, groups and events ✦ Creates 90 pieces of content each month ✦ 200 million people access Facebook via a mobile device each day ✦ More than 30 billion pieces of content are shared each day ✦ Users that access Facebook on mobile devices are twice as active as non-mobile users ✦ Facebook generates a staggering 770 billion page views per month @heidimiller Source: http://smmcats.com/facebook-demographics/ #huzzahWednesday, April 13, 2011 8
  22. 22. Average age of SNS users by site @heidimiller #huzzahWednesday, April 13, 2011 9
  23. 23. Average age of SNS users by site @heidimiller #huzzahWednesday, April 13, 2011 9
  24. 24. Average age of SNS users by site @heidimiller #huzzahWednesday, April 13, 2011 9
  25. 25. Average age of SNS users by site @heidimiller #huzzahWednesday, April 13, 2011 9
  26. 26. Average age of SNS users by site @heidimiller #huzzahWednesday, April 13, 2011 9
  27. 27. Average age of SNS users by site @heidimiller #huzzahWednesday, April 13, 2011 9
  28. 28. Know your super- power @heidimiller #huzzahWednesday, April 13, 2011 10
  29. 29. Why should anyone interact with your brand? @heidimiller #huzzahWednesday, April 13, 2011 11
  30. 30. Why should anyone interact with your brand? • We help people who spend/enjoy/love _________ and who need ________ @heidimiller #huzzahWednesday, April 13, 2011 11
  31. 31. Why should anyone interact with your brand? • We help people who spend/enjoy/love _________ and who need ________ • Who are facing ______________ @heidimiller #huzzahWednesday, April 13, 2011 11
  32. 32. Why should anyone interact with your brand? • We help people who spend/enjoy/love _________ and who need ________ • Who are facing ______________ • After interacting with us will enjoy _________________ @heidimiller #huzzahWednesday, April 13, 2011 11
  33. 33. Why should anyone interact with your brand? • We help people who spend/enjoy/love _________ and who need ________ • Who are facing ______________ • After interacting with us will enjoy _________________ • While enabling ______________ @heidimiller #huzzahWednesday, April 13, 2011 11
  34. 34. Why should anyone interact with your brand? • We help people who spend/enjoy/love _________ and who need ________ • Who are facing ______________ • After interacting with us will enjoy _________________ • While enabling ______________ • Compared to _______________ @heidimiller #huzzahWednesday, April 13, 2011 11
  35. 35. Know before you Tweet... monitor @heidimiller #huzzahWednesday, April 13, 2011 12
  36. 36. Set up Google alert www.google.com/alert Your name Your brand Your product or service Competitor’s names Issues Keywords @heidimiller #huzzahWednesday, April 13, 2011 13
  37. 37. 1. Enter search term @heidimiller #huzzahWednesday, April 13, 2011 14
  38. 38. 1. Enter search term 2. Choose Everything @heidimiller #huzzahWednesday, April 13, 2011 14
  39. 39. 1. Enter search term 2. Choose Everything @heidimiller #huzzah 3. Enter email & createWednesday, April 13, 2011 14
  40. 40. Build online reputation @heidimiller #huzzahWednesday, April 13, 2011 15
  41. 41. @heidimiller #huzzahWednesday, April 13, 2011 16
  42. 42. Be personalBe generousBe relevant @heidimiller #huzzahWednesday, April 13, 2011 16
  43. 43. Building Presence @heidimiller #huzzahWednesday, April 13, 2011 17
  44. 44. Building Presence • Blogs/podcasts Post thoughtfully on a regular basis on relevant topics Comment on relevant blogs Call in podcast comments • Facebook Like Comment Join Facebook events Share Facebook events Invite more people to Facebook events Tag friends in photos • Twitter ReTweet relevant, useful content Reply promptly Twitter events with hashtag Participate in Follow Friday @heidimiller #huzzah • Comment on LinkedIn group postsWednesday, April 13, 2011 17
  45. 45. Expose yourself @heidimiller #huzzahWednesday, April 13, 2011 18
  46. 46. @heidimiller #huzzahWednesday, April 13, 2011 19
  47. 47. Act like a person... not a brand @heidimiller #huzzahWednesday, April 13, 2011 19
  48. 48. @heidimiller #huzzahWednesday, April 13, 2011 20
  49. 49. @heidimiller #huzzahWednesday, April 13, 2011 20
  50. 50. @heidimiller #huzzahWednesday, April 13, 2011 20
  51. 51. @heidimiller #huzzahWednesday, April 13, 2011 20
  52. 52. Express personality @heidimiller #huzzahWednesday, April 13, 2011 21
  53. 53. @heidimiller #huzzahWednesday, April 13, 2011 22
  54. 54. @heidimiller #huzzahWednesday, April 13, 2011 22
  55. 55. @heidimiller #huzzahWednesday, April 13, 2011 23
  56. 56. Be personable... without being too personal @heidimiller #huzzahWednesday, April 13, 2011 23
  57. 57. Keep a topical focus • Strategize your superpower keywords and topics • Focus 75% of your original content on those topics • Keep a clear content focus • Keep a clear brand identity @heidimiller @heidimiller #huzzah #huzzahWednesday, April 13, 2011 24
  58. 58. Setting up your Facebook profile/Page @heidimiller #huzzahWednesday, April 13, 2011 25
  59. 59. Page or Person? Page Benefits Page Drawbacks • Name as brand entity • Friends can’t friend you • Multiple admins • Friends can’t invite you to events • Access to analytics • Lack of desire to friend a brand • Can message over 5,000 fans • Updates go to a separate inbox • Can message all fans simultaneously • Unique ID with 25+ fans @heidimiller #huzzahWednesday, April 13, 2011 26
  60. 60. Profile Basics • Use logo for Facebook Page • Use consistent, friendly, professional profile photo everywhere else • Person’s face • No kids or pets • Create consistent one-line brand statement • Create consistent one-paragraph statement • Representatives should disclose company relationships • Use www.knowem.com to save name across SNS • Capture your brand or as close as you can get to it @heidimiller #huzzahWednesday, April 13, 2011 27
  61. 61. Profile do’s • Basic info • Profile photo • Relationships • Likes and interests • Education and work • Contact info @heidimiller #huzzahWednesday, April 13, 2011 28
  62. 62. Profile do’s • Basic info • Profile photo • Relationships • Likes and interests • Education and work • Contact info • Look like you • Convey your brand image @heidimiller • Convey a human being #huzzahWednesday, April 13, 2011 29
  63. 63. Profile do’s • Basic info • Profile photo • Relationships • Likes and interests • Education and work • Contact info • Consider relatives’ privacy wishes @heidimiller #huzzahWednesday, April 13, 2011 30
  64. 64. Profile do’s • Basic info • Profile photo • Relationships • Likes and interests • Education and work • Contact info @heidimiller #huzzahWednesday, April 13, 2011 31
  65. 65. Profile do’s • Basic info • Profile photo Add personal and professional activities • Relationships and interests • Likes and interests • Education and work Music, books and movies show your personality • Contact info @heidimiller #huzzahWednesday, April 13, 2011 31
  66. 66. Basic info • Hometown • Location • Birthday • Gender • Bio: tell a story @heidimiller #huzzahWednesday, April 13, 2011 32
  67. 67. Page do’s • Wall settings • Info information • Photos • Videos • Events @heidimiller #huzzahWednesday, April 13, 2011 33
  68. 68. @heidimiller #huzzahWednesday, April 13, 2011 34
  69. 69. Set brand + others as Wall default @heidimiller #huzzahWednesday, April 13, 2011 34
  70. 70. @heidimiller #huzzahWednesday, April 13, 2011 35
  71. 71. Always let others post to your Wall @heidimiller #huzzahWednesday, April 13, 2011 35
  72. 72. Page do’s • Wall settings • Info information • Photos • Videos • Events @heidimiller #huzzahWednesday, April 13, 2011 36
  73. 73. @heidimiller #huzzahWednesday, April 13, 2011 37
  74. 74. Say which humans are posting and listening @heidimiller #huzzahWednesday, April 13, 2011 37
  75. 75. Link back to site(s) Give mission statement Give product info Say which humans are posting and listening @heidimiller #huzzahWednesday, April 13, 2011 37
  76. 76. @heidimiller #huzzahWednesday, April 13, 2011 38
  77. 77. @heidimiller #huzzahWednesday, April 13, 2011 38
  78. 78. @heidimiller #huzzahWednesday, April 13, 2011 38
  79. 79. @heidimiller #huzzahWednesday, April 13, 2011 38
  80. 80. @heidimiller #huzzahWednesday, April 13, 2011 38
  81. 81. @heidimiller #huzzahWednesday, April 13, 2011 38
  82. 82. @heidimiller #huzzahWednesday, April 13, 2011 38
  83. 83. @heidimiller #huzzahWednesday, April 13, 2011 38
  84. 84. Page Notifications @heidimiller #huzzahWednesday, April 13, 2011 39
  85. 85. Access to Analytics @heidimiller #huzzahWednesday, April 13, 2011 40
  86. 86. Access to Analytics @heidimiller #huzzahWednesday, April 13, 2011 40
  87. 87. Access to Analytics @heidimiller #huzzahWednesday, April 13, 2011 40
  88. 88. Setting up your Twitter profile @heidimiller #huzzahWednesday, April 13, 2011 41
  89. 89. Profile do’s @heidimiller #huzzahWednesday, April 13, 2011 42
  90. 90. Profile do’s Handle: Descriptive, shortest version of your brand @heidimiller #huzzahWednesday, April 13, 2011 42
  91. 91. Profile do’s List brand name Handle: Descriptive, shortest version of your brand @heidimiller #huzzahWednesday, April 13, 2011 42
  92. 92. Profile do’s List brand name Handle: Descriptive, shortest version of your brand List email so friends can find you via email @heidimiller #huzzahWednesday, April 13, 2011 42
  93. 93. Profile do’s @heidimiller #huzzahWednesday, April 13, 2011 43
  94. 94. Profile do’s Link to brand website @heidimiller #huzzahWednesday, April 13, 2011 43
  95. 95. Profile do’s Link to brand website Bio: list benefit statment with keywords. If Twittering for a brand, say so. @heidimiller #huzzahWednesday, April 13, 2011 43
  96. 96. Profile do’s Link to brand website Bio: list benefit statment with keywords. If Twittering for a brand, say so. @heidimiller #huzzahWednesday, April 13, 2011 43
  97. 97. Profile do’s Link to brand website Bio: list benefit statment with keywords. If Twittering for a brand, say so. @heidimiller #huzzahWednesday, April 13, 2011 43
  98. 98. Profile do’s Link to brand website Bio: list benefit statment with keywords. If Twittering for a brand, say so. @heidimiller #huzzahWednesday, April 13, 2011 43
  99. 99. Twitter engagement best practices @heidimiller #huzzahWednesday, April 13, 2011 44
  100. 100. Answer the questions @heidimiller #huzzahWednesday, April 13, 2011 45
  101. 101. Answer the questions • What are you reading? • What are you commenting on? • What are you blogging? • What are you furious about? • What are you excited to see? • What do you need right now? @heidimiller • What are you wondering about? #huzzahWednesday, April 13, 2011 45
  102. 102. Answer the questions @heidimiller #huzzahWednesday, April 13, 2011 46
  103. 103. Answer the questions • What would you like to ask? • What are you participating in? • Who are you with? • What are you talking about? • What are you laughing about? • What are you rolling your eyes over? @heidimiller #huzzahWednesday, April 13, 2011 46
  104. 104. Which is more relevant? @heidimiller #huzzahWednesday, April 13, 2011 47
  105. 105. Which is more relevant? eating oatmeal fighting off zombies @heidimiller #huzzahWednesday, April 13, 2011 47
  106. 106. Twitter conventions @heidimiller #huzzahWednesday, April 13, 2011 48
  107. 107. Hashtags #sxsw Keyword or #macworldexpo #blogher10 term that #chic2geek #smbsea describes an #bcs10 item (metadata) @heidimiller #huzzahWednesday, April 13, 2011 49
  108. 108. Hashtags #sxsw Keyword or #macworldexpo #blogher10 term that #chic2geek #smbsea describes an #bcs10 item (metadata) @heidimiller #huzzahWednesday, April 13, 2011 49
  109. 109. Hashtags #sxsw Keyword or #macworldexpo #blogher10 term that #chic2geek #smbsea describes an #bcs10 item (metadata) @heidimiller #huzzahWednesday, April 13, 2011 49
  110. 110. Hashtags #sxsw Keyword or #macworldexpo #blogher10 term that #chic2geek #smbsea describes an #bcs10 item (metadata) @heidimiller #huzzahWednesday, April 13, 2011 49
  111. 111. Mentions @heidimiller #huzzahWednesday, April 13, 2011 50
  112. 112. Mentions @heidimiller #huzzahWednesday, April 13, 2011 50
  113. 113. Mentions @heidimiller #huzzahWednesday, April 13, 2011 50
  114. 114. The Power of the ReTweet @heidimiller #huzzahWednesday, April 13, 2011 51
  115. 115. Rules of the ReTweet • Read the linked article • Give credit to original poster • Add a hashtag • Add a commentary • Shorten if necessary @heidimiller #huzzahWednesday, April 13, 2011 52
  116. 116. Rules of the ReTweet • Read the linked article • Give credit to original poster • Add a hashtag • Add a commentary • Shorten if necessary @heidimiller #huzzahWednesday, April 13, 2011 52
  117. 117. Conventions H/T = Hat tip (thanks/credit) CC = mention to specific followers via @follower = credit to original poster (after a RT) #FF = Follow Friday, a convention in which Twitterers @heidimiller list suggestions of cool people to follow on Fridays #huzzahWednesday, April 13, 2011 53
  118. 118. Conventions H/T = Hat tip (thanks/credit) CC = mention to specific followers via @follower = credit to original poster (after a RT) #FF = Follow Friday, a convention in which Twitterers @heidimiller list suggestions of cool people to follow on Fridays #huzzahWednesday, April 13, 2011 53
  119. 119. Conventions H/T = Hat tip (thanks/credit) CC = mention to specific followers via @follower = credit to original poster (after a RT) #FF = Follow Friday, a convention in which Twitterers @heidimiller list suggestions of cool people to follow on Fridays #huzzahWednesday, April 13, 2011 53
  120. 120. Conventions H/T = Hat tip (thanks/credit) CC = mention to specific followers via @follower = credit to original poster (after a RT) #FF = Follow Friday, a convention in which Twitterers @heidimiller list suggestions of cool people to follow on Fridays #huzzahWednesday, April 13, 2011 53
  121. 121. Shared Posting Tools •➡ www.cotweet.com Set up cotags ➡ Schedule Tweets ➡ Assign Tweets to team members ➡ Take and share notes on Twitter users •➡ www.hootsuite.com Set up cotags ➡ Schedule Tweets ➡ Schedule Facebook updates ➡ Get link stats @heidimiller #huzzahWednesday, April 13, 2011 54
  122. 122. Tips for relationship building • Be generous and gracious. Check your ego at the door. • Stay on topic. Post content related to your stated, keyword interests and expertise. • Don’t be That Guy: no blatant self-promotion. Help others first and most. • Set guidelines and trust employees to be personable without being too personal. • Be omnipresent: take advantage of cross- posting automation. • Be a nerd: track and measure everything. • Be patient: allow yourself to make mistakes. • Be generous with comments, praise, likes, opinions, responses and reTweets. @heidimiller #huzzahWednesday, April 13, 2011 55
  123. 123. Social CRM: Best Practices for Building & Managing Online Relationships Heidi Miller, Social Media Strategist, www.heidi-miller.com @heidimiller http://profile.to/heidimillerWednesday, April 13, 2011 56
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