• Save
Building Community 101
Upcoming SlideShare
Loading in...5
×
 

Building Community 101

on

  • 990 views

This is the presentation I gave at Podcamp Hawaii. The audience was mostly small business owners who are not currently using the Social Media tools.

This is the presentation I gave at Podcamp Hawaii. The audience was mostly small business owners who are not currently using the Social Media tools.

Statistics

Views

Total Views
990
Views on SlideShare
976
Embed Views
14

Actions

Likes
1
Downloads
13
Comments
0

4 Embeds 14

http://www.linkedin.com 7
https://twitter.com 3
http://www.slideshare.net 2
https://www.linkedin.com 2

Accessibility

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

CC Attribution-NonCommercial LicenseCC Attribution-NonCommercial License

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Building Community 101 Building Community 101 Presentation Transcript

    • Building Community 101 Your Customers Are Talking, Are You Listening…and Participating? By Kristie Wells President and Founder Social Media Club
    • Did you know?
    • People are talking about your brand. RIGHT NOW.
    • 78% of people trust recommendations given by friends and their extended networks Neilsen Trust in Advertising Report October 2007
    • 20% influence purchasing behavior of 80%
    • Love on that 20%
      • 34% of people post
      • opinions about products
      • and brands on their blog
    • There are a lot of blogs out there Universal McCann (March 2008) 184 million WW have started a blog | 26.4 US 346 million WW read blogs | 60.3 US 77% of active Internet users read blogs Source: Technorati’s State of The Blogosphere http://www.technorati.com/blogging/state-of-the-blogosphere/
    • In addition to blogs, there are also social networks, photo sharing sites, video portals, user forums, chat rooms, etc.
    • Lots of places to talk about you
      • Immerse
      • yourself in
      • conversations:
    • Track and Measure Analytics: Google Measurement Reach: Technorati, Google Blog Search MicroBlogging: Twitter, Pownce, Jaiku Social Networks: Facebook, MySpace, LinkedIn Social Bookmarks: Delicious Content Sharing: Flickr, YouTube
    • Participate.
    • Relinquish control.
    • Why?
    • Because you never really had control in the first place.
    • Let go.
    • It will be ok…
    • … mostly.
    • Participate. Said it twice as I really mean it.
    • Educate.
    • Communicate.
    • Appreciate.
    • Never, ever
    • ever
    • lie
    • Your community will find out. Trust me.
    • Be Open.
    • Be Honest.
    • Be Human.
    • Be Aware.
    • Be Respectful.
    • Be a Participant.
    • Be Courageous.
    • Manage your individual and your company reputation.
    • They BOTH matter.
    • Let’s talk about Frank.
    • Frank is saving Comcast’s bacon. Every. Single. Day.
    • Frank is participating; answering questions and providing information to Comcast’s customers
    • Remember your community will only be as good as the amount of effort you put into it.
    • You don’t have to respond to every single item
    • Unless there are only a few people talking about you
    • Find brand champions
    • ‘ They’ are living among you
    • Not as creepy as aliens
    • or as gooey
    • but they are out there
    • They can be your customers, partners, vendors
    • Ask your customer support department
    • They’ll give you a list of vocal customers (hopefully)
    • Vocal customer does not (usually) = PITA
    • Vocal customer (usually) = someone passionate about making your product/service better
    • (Sometimes though) vocal customer (does) = PITA
    • Learn to tell the difference
    • Then give those wanting to help you what they need to really love you
    • Information
    • Average person has: 10-15 Personal/Close Contacts 150 Social Network Contacts 500+ ‘Friendz’
    • Empower your brand champions to tell all their ‘friendz’ about you
    • Give them interesting content
    • And give them great customer support
    • Most importantly
    • Have fun
    • If you are not having fun
    • change careers
    • I’m not kidding.
    • Ok, enough of this lecture.
    • Time for the meat.
    • Where do you start?
    • Look within your company.
    • What are the skill sets of your employees?
    • Got some good writers?
    • Blog
    • Good storytellers?
    • Podcast
    • Work with some hotties?
    • Video baby
    • Just kidding
    • You need to ask yourself…
    • What is the target demographic you wish to reach?
    • then
    • RESEARCH
    • Yeah, I know…
    • I hate that part too.
    • You need to know where they ‘live’ online
    • You need to know where to go to PARTICIPATE in the conversations they are having about you.
    • There is that word again.
    • And maybe create your own space that helps to bring it all together
    • For example: Forums, Blog, Facebook Group
    • Differs for every company
    • The most important thing to remember is…
    • communities are not built overnight
    • Ok, time to be helpful.
    • Hopefully.
    • Step One.
    • Set up Google Alerts
    • Company Name
    • Key Management
    • Product Name
    • Top 2-3 Competitors Too
    • Find out what people are writing about them.
    • Step Two.
    • You must be able to answer this question…
    • Who are my customers?
    • Step Three.
    • Where do they ‘live’ online?
    • RESEARCH
    • Use Google and Technorati to find key influencers
    • Step Four.
    • Start by participating on THEIR blogs, groups, etc.
    • ADD value to the conversation
    • DO NOT SPAM
    • Spammy comments = bad
    • If they are talking about the navigation system in their new car…
    • DO NOT leave a comment about your new medical device
    • VERY BAD
    • Step Five.
    • Build out your own ‘portal’
    • Blog Podcast Video Facebook MySpace Whatever.
    • Find someone who can mentor you.
    • Until you feel comfortable doing it on your own.
    • Producing your own content = great way to show yourself as an industry expert
    • Well, as long as you know what you are talking about
    • Also – does wonders for SEO
    • I love Twitter
    • Twellow is a search engine targeting Twitter (TSO is new SEO)
    • I also use Facebook
    • Kristie = Flickr lover
    • Get Satisfaction
    • great customer support portal
    • and the list goes on…
    • The most important question to ask is:
    • What SocNets do I need to participate in to adequately ‘touch’ my clients/users?
    • Every company has different needs
    • It can get overwhelming
    • There will be a lot of trial and error.
    • This is where the ‘you need to love what you do’ comes in.
    • and you need patience
    • so does your boss
    • Communication is key
    • Internally
    • AND
    • Externally
    • Start with 1-2 SocNets
    • YOU need to dedicate time each day
    • Have one person ‘own’ the master communications plan
    • Empower key folks inside AND outside the company to respond
    • Remember:
    • Customer Service = Marketing
    • Questions?
    • Kristie Wells Connector. Communicator. Community Advocate. Contact me: Mobile: 415.692.1002 Email: kristiewells@gmail.com Blog: http://kristiewells.com Twitter: http://www.twitter.com/kristiewells LinkedIn: http://www.linkedin.com/in/kristiewells Flickr: http://flickr.com/photos/kristiewells/ Facebook: http://www.facebook.com/people/Kristie_Wells/503159667