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How Can Social Media Benefit Your Business

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A presentation I gave for the International Customer Service Professionals (www.icsp.com.au) in August 2010.

A presentation I gave for the International Customer Service Professionals (www.icsp.com.au) in August 2010.

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Transcript

  • 1. How can Social Media benefit your business? Carol Skyring LearnTel August 2010 www.learntel.com.au
  • 2. Video link removed - view video at: http://www.youtube.com/watch?v=sIFYPQjYhv8
  • 3. Please
use
hash
tag
#icsp
to
discuss
this
session
  • 4. 1 point if you know what it is 2 points if you’ve used • Blog • Google • Plurk • Wiki • Slideshare • Friendfeed • Facebook • YouTube • Diigo • MySpace • Flickr • uStream • Ning • Delicious • Plaxo • Twitter • Netvibes • Wikipedia • Foursquare • Bebo • LinkedIn
  • 5. What is social media? Social media tools Some facts & figures Using social media - good & bad Designing a social media strategy
  • 6. What is Social Media ?
  • 7. “a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allow the creation and exchange of user-generated content” Kaplan Andreas M., Haenlein Michael, (2010) Business Horizons,Vol. 53, Issue 1, p. 59-68. http://www.flickr.com/photos/b-tal/163450213/
  • 8. Get the T-Shirt at http://www.despair.com/somevedi.html
  • 9. Social Media • Umbrella term that defines various activities that integrate technology & social interaction using words, pictures, videos and audio. • Involves "building" shared meaning among communities. • Interactions between people. • The ‘story’ is always evolving. http://www.flickr.com/photos/grantmac/1341021537/
  • 10. It’s a conversation!
  • 11. Anyone can join the conversation with these tools http://www.flickr.com/photos/fredcavazza/3428921418/in/photostream/
  • 12. The Tools - well a few of them • Blogs • Microblogging • Social Networking • Sharing What are they? What can we do with them?
  • 13. Blogs • ‘Blog’ is a shortened term for ‘Weblog’ • Way to easily publish to the Web • A 'personal' website - can be group • Can be public or private • Group blog for sharing ideas • Individual blogs - reflection • Collect & publish resources • Write for an audience
  • 14. Microblogging • Share what you are doing in 140 characters • People are using it to share resources, thoughts, ideas AND to talk about your brand • Closed microblogging service
  • 15. Social Networking • Teens & musicians • Myspace for grown-ups! • Thousands of 'groups' • Professional networking • Groups & forums
  • 16. Closed Social Networking • Set up your own social networking site based around interests • Small cost, free or open source
  • 17. Sharing
  • 18. Some facts & figures !
  • 19. Nearly 1/4 use social media 43% increase last 12 months
  • 20. 906 million hours/ month Source: Nielson NetView: June 2010 en_us.nielsen.com/content/dam/nielsen/en_us/documents/pdf/Fact Sheets/NetView_US.pdf
  • 21. More people use social media than email 301.5 276.9 2009 2009 Millions of people using Email Millions of people using Social Networks & Communities (U.S., Europe, Australia, Brazil) (U.S., Europe, Australia, Brazil) Source: Nielsen Company
  • 22. 500 million active users worldwide (July 2010) Source: Online Media Daily, August 5, 2010 http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=133355
  • 23. 100 million users worldwide (April 2010) Source: The Economic Times 15 April, 2010 http://economictimes.indiatimes.com/infotech/internet/Twitter-snags-over-100-million-users- eyes-money-making/articleshow/5808927.cms
  • 24. 750 tweets sent each second Source: http://blog.twitter.com 18 June 2010 http://www.flickr.com/photos/thenextweb/3346248321/
  • 25. Over 20% of tweets concern products and brands Source: http://live.psu.edu/story/41446 http://www.flickr.com/photos/thenextweb/3346248321/
  • 26. How can you use Social Media ?
  • 27. Learning (PLN) Human RSS Communication Harness collective intelligence Marketing & promotion
  • 28. New breed of customer • Opinions • Networked • Connected • Want to be heard
  • 29. Video responses on YouTube
  • 30. Since February 2010: • YouTube: 30 million views • Twitter: > 100,000 followers • Facebook: > 750,000 fans • Fan interaction up 800% Overall sales for Old Spice body-wash products up 107% in the last month
  • 31. Pepsi ditches Superbowl for Social Media Generated over 3 million unique visitors and 16 million votes on the Pepsi Refresh Project website: www.refresheverything.com.
  • 32. So you’re not a large international company... you don’t need social media RIGHT?
  • 33. WRONG!
  • 34. What are they saying about you?
  • 35. Ooops! xxxxxxxxxxxxxx xxxxxxxxxxx
  • 36. Designing a strategy >
  • 37. Who? Why? What? HOW When? Where?
  • 38. Next steps Slides: http://www.slideshare.net/learntel/presentations Follow the blog: http://web2tools.biz Enrol for the online course: http://socialmediacourse.eventbrite.com Contact me: cskyring@learntel.com.au