Build Winning Integrated Social Media Campaigns
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Build Winning Integrated Social Media Campaigns

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Social media campaigns are often heavy on tactics, like Facebook and Twitter, and light on strategic framework. Discover how organizations are applying the discipline of public relations to social ...

Social media campaigns are often heavy on tactics, like Facebook and Twitter, and light on strategic framework. Discover how organizations are applying the discipline of public relations to social media campaigns and how you can become adept at doing the same. Learn how to measure the results of online campaigns, including three ways to start measuring immediately. Look at real-world case studies with applicable strategies and techniques that can be adopted for your own online campaigns.

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  • Start inside your own house, with what you can controlSWOT Analysis: Strengths, weaknesses, Opportunities, ThreatsWhat are you doing?Why are you doing it?What are the results?
  • Layout all planned communication and marketing events and opportunities for the yearMedia tour: tweetupsEvent: Invite influencersVIP: Add online VIP, tooMedia Event: Ustream it
  • External look, WHO is criticalRelevant platforms, manage expectations
  • Then move on to your boss/organization, to prove ROI
  • Negative Comments. LIKELY 100Loss of Control Over the Message. LIKELY 80Neglect. LIKELY 50Misunderstanding the Culture of the blogosphere. LIKELY 35Unprepared or Loose-Cannon Employees. POSSIBLE 15Fueling a Firememe of Criticism. POSSIBLE 15Legal Liabilities. UNLIKELY 2Losing the Farm. UNLIKELY 2Negative Impact on Stock Price. UNLIKELY 1 Tort Lawsuits. UNLIKELY 1
  • Corporate speak, leading with policy – never works.
  • Millions Watched: 6.8 million to date (vid date Sept 24, 2008, Current date: March 22, 2010)
  • Charlene Li, Altimeter and Wet Paint collaborated last July, “Engagementdb” Correlated the financial performance of the Top 100 brands to financial performanceTop 100 brands according to Business Week/Interband Best Global BrandsLooked at social presence and social engagementClassified companies as:Wallflowers – Six or fewer channels, less engagedSelectives – Six or fewer channels, highly engagedButterflies – Six or more channels, less engagedMavens – Six or more channels, highly engaged
  • Clearly this is not causal but a correlation. Caveat is that the overall culture in the organization may have led to both better performance AND higher than average profitThis chart shows revenue growth for each of the four areas of Wallflowers, Selectives, Butterflies and MavensThose with the most engagement had better overall growth
  • Interesting here is that when it come to profit, both Gross Margin margin (Gross Income/Net Sales) and Net Margin Growth (Net Profit/Revenue), the Selectives and Mavens (high engagement) again did better than average, with Mavens doing especially better than average.Which leads to the question, how can companies move through the levels to Maven status, what does it take?Internal evangelistManagement buy inGuidelines as guardrailsCultural shiftAnd how can PR help to lead that change?
  • Strategy: Personal Connection
  • Media Landscape (paid media has become an enabler for reach and to drive engagement)
  • Organization –Culture; Products, Services, Info; Strategy, communication and salesCommunity – Needs and Desires; Time, Money Talent; Attention (Interest, Attitudes and Action)
  • But you may wonder. How will I ever get all of this done?
  • Robot and Rob at RackspaceTeam at SeaWorld, cross-discipline teamNetSol, Shashi, contractors and Raj
  • A few laws that govern social media
  • Outputs are the easiest to measure, but they tell you the least. Use Free programs like Google AnalyticsFollowing counts: Who is following you, spambots, friends, foes, do you know the difference?Number of mentions: Mentions are great, but are people taking action?Number of links: Number of links are helpful, but referral traffic is betterSubscriptions: Are also wonderful, show interest, but how many are actually reading, clicking through and interacting, the open rate and the click rate are more interesting. How touse analytics:Set up funnels to see action path, track referrals and reward them, find influencers and build relationships, determine popular and relevant keywords, popular content informs futurecontent
  • Measure outcomes or Actions, not outputs or Interest measures.Sentiment Analysis: Many paid monitoring services offer it, Radian6, etc.Relationship Survey: IPR, Survey by Linda Childers Hon and James E. Grunig, Institute for Public Relations measures Control Mutuality, Trust, Satisfaction,Commitment,Exchange Relationship andCommunal Relationship Satisfaction: Cross tab satisfaction scores with the level of interaction with social propertiesSearch engine placement and search traffic resulting in an action of some kind, download of whitepaper, request for info, the Digg Stampede vs. the Stumble Upon signup
  • Measure outcomes or Actions, not outputs or Interest measures.Correlations: Correlating campaigns with real world actions, like recycling.Butts in Seats: Stakeholder action like sales, petitions, voting, donations and much moreCoupons and Codes: Foursquare, QR Codes, Bit.ly links, even emailBenchmarking: compare your sentiment analysis to a competitor’s, sales, etc.The Funnel:(take a page from marketing) Track referral traffic, keywords and which kind drives more action, requires backend tools like Salesforce and othersSurveys, Ask them: Don’t forget the old school stuff, it works for a reason
  • By Linda Childers Hon and James E. Grunig have found through their research that perceptions regarding an organization's longer-term relationships with key constituencies can best be measured by focusing on six very precise elements or components of relationships: Control Mutuality Trust Satisfaction Commitment Exchange Relationship Communal Relationship
  • NetSol went from no engagement to customer service on Twitter, seminars for influencers. Approx 40% drop in negative comments, corresponding rise in positive comments.
  • DellOutlet is lucrative. Many more millions were made from those that went to buy non-discounted merchandise

Build Winning Integrated Social Media Campaigns Presentation Transcript

  • 1. Build Winning IntegratedSocial Media Campaigns
    Kami Watson Huyse, APR
    Presented for:
    Flickr Photo by Kevin Dooley
  • 2. SITUATION AUDIT
  • 3. Communication Audit
    SWOT Analysis
    Goal POST process
    Where can social improve tools and processes?
    Where can social supplement these tools and processes?
  • 4. Charting Tactics
  • 5. Environmental Scan
    Stakeholders
    Influentials
    Vocal Bystanders
    Determined Detractors
    Competitors
  • 6. Conversation Map
    Inactives
    Taken From: Forrester Technographics Ladder
  • 7. Do your HOMEWORK
    Build a viable
    BUSINESS CASE
  • 8. Manage Risk
    From Communication Overtones, Kami Huyse, http://twurl.nl/8qiov4
  • 9.
  • 10. POLICY
  • 11. Analyze Opportunities
  • 12. From 10 Lost Opportunity Costs, Communication Overtones, http://twurl.nl/hf2sc5
  • 13. Mayo Clinic
    http://www.youtube.com/watch?v=RI-l0tK8Ok0
  • 14. GoDaddy and NetSol
  • 15. Correlate: Engagement dB
    Altimeter and Wet Paint, 2008
  • 16. Revenue Growth
  • 17. Financial Performance
  • 18. Backdoor Blog
  • 19. The Conductor
  • 20.
  • 21. Integrated Media
  • 22. Editorial Strategy
    Stakeholder Mapping
    Value Proposition
    Editorial Mission
    Content Plan
    Vehicle Choice
    Own Up
  • 23. Inactives
    Taken From: Forrester Technographics Ladder
  • 24. “Ask not what your [community] can do for you, but what you can do for your [community]”
  • 25. Social Environment
    Relational Objectives
    Context
    Based on Communication Process Model, Wilbur Schramm
    From Communication Overtones, “Setting Relational Objectives,” http://twurl.nl/1y7p7r
  • 26. CSR – Approach 1
    “Pledge to End Hunger” SxSWi
    2 influencers (@Kanter and @ChrisBrogan)
    140 kids per click
    Results: 140,000 lbs of food to Austin and 560,000 lbs. in other states
  • 27. CSR – Approach 2
    Tide – “Feeding America” partnership
    150 influencers
    Tide T-Shirt Sale $20 (donate portion of proceeds)
    Results: 2,000 T-shirts purchased, avg. of 13 per spokesperson and general derision
  • 28. Social Media Ecosystem
  • 29. The Trust Principle
    “The Secret, and it is not a big one, is to BECOME TRUSTWORTHY.
    You accomplish this over a period of TIME with Words, Actionsand Deedsthat allow trust to be built.”
    -Little Teal Book of Trust, Gitomer
  • 30. Human Resources
  • 31. On Junior Staff…
    agilliam Says: October 12, 2008 at 9:33 am
    “I find it interesting that social media is something our generation is assumed to know everything about. Since it is new, and hip, and somewhat started by MySpace, it seems taken for granted that we know how to work it professionally. For most of the students in class, however, this is the first experience actively engaging in social media professionally (it is for me).”
  • 32. The Social Media Team
  • 33. Cross Functional Teams
  • 34. Social Media Guidelines
    Comfort level
    Structure
    Leverage
  • 35. Laws and Regulations
    Fair Use
    Intellectual Property
    Defamation
    FTC Guidelines
    Field-specific
    IRS
  • 36. On Lawyers…
    “The Best Way to Deal with Lawyers is to simply say to them: ‘This is what I want to do. Now keep us out of jail as we do it.”
    - Guy Kawasaki, “The Art of Partnering”
  • 37. Measurement and objectives
  • 38. “We always think of failure as the antithesis of success, but it isn't. Success often lies just the other side of failure.” 
    Leo F. Buscaglia  (American author and speaker, 1924-1998)
  • 39. What to Measure
  • 40. Setting Measurable Objectives
    requires asking
    How MANY
    by WHEN?
  • 41. WHAT do you
    hope toACHIEVE?
  • 42. Measure THAT
  • 43.
  • 44. Beware Outputs or Interests
    Following counts
    Number of mentions
    Number of re-tweets/shares
    Number of links
    RSS Subscriptions
    But are they taking action?
  • 45. 5S Attitude Measures
    Sentiment Analysis
    Satisfaction Scores
    Search Action
    Stickiness
    Survey Relationship
  • 46. Measuring Relationships
    Control Mutuality
    Trust
    Satisfaction
    Commitment
    Exchange Relationship
    Communal Relationship
    Survey by Linda Childers Hon and James E. Grunig, Institute for Public Relations
  • 47. Business Outcomes/Actions
    Correlations
    Butts in Seats
    Coupons and Codes
    Benchmarking
    The Funnel
    Ask them why
  • 48. Waste Management/Greenopolis
    Waste Management VC
    Increase recycling and reduce waste
    Learn. Act. Reward. Together
    Online: Community, Twitter, YouTube,Facebook and User Generated Content
    On-Street: Greenopolis Recycling Kiosks
    Stakeholder Rewards: Greenopolis Rewards program
  • 49. Greenopolis Measures
  • 50. Measurement Tools
    Analytics – Google Analytics, Web Trends
    Mentions –Google blogs, Ask.com blogs
    Paid tools for analysis – Radian6, Do-It-Yourself Dashboard, BuzzStream and many others
    Traditional Tools – Surveys, polls, focus group research
    Grunig Relationship Survey – Institute for Public relations Research
  • 51. Benchmark to Competitors
  • 52. Sentiment Analysis
    @netsolcares
  • 53. Trackable Offers
  • 54. Conversation?
    @lettergirl
    #journchat
  • 55. BIBLIOGRAPHY
    Naked Conversations, Robert Scoble and Shel Israel
    The New Rules of Marketing and PR, David Scott Meerman
    Measuring Public Relationships, KD Paine (purchase at www.measureofsuccess.com)
    Personality Not Included, RohitBhargava
    Groundswell, Charlene Li and Josh Bernoff
    Twitterville, by Shel Israel
    The Networked NonProfit, Beth Kanteryvj
  • 56. Kami Watson Huyse, APR@kamichatwww.zoeticamedia.comkami@zoeticamedia.comBlog: www.kamihuyse.com
    Copyright 2010 © all rights reserved