12. But seriously Twitter is for …
• Telling people what you are doing
• Asking / answering questions
• Sharing / discussing news
• Getting feedback
• Customer support
• Selling
• ..commmunicating…!!!
17. Southwest Airlines
• The person in the Twitter role equipped to
handle:
» news management,
» customer communications,
» be able to write compelling tweets and be willing to be
engaged at all times
• Had a customer back who direct messaged
that the kiosks were down in an airport and
was frustrated
• Twitter person contacted the airport to find
out exactly what was going on and sent him a
reply that there was a power outage and it
would be up soon.
33. When Tweets Go Wrong
• Social media expert from Ketchum Interactive, James
Andrews.
• Handles FedEx. Went to visit them in Memphis, USA
• Arrived in Memphis and Tweeted:
34. Or do they?
• Andrews got 500 more followers on
Twitter
• Is in demand more than ever for his
Social Media consultancy!
• "All things media are now social; all
things social are now media."
• Important lessons learned
35. Don’t Upset Baby Wearing Mums!
• http://www.youtube.com/watch?v=BmykFKjNpdY
• From Friday through to Monday
• Los Angeles blogger Jessica Gottlieb
(1,000 followers)
• Katja Presnal (5000 followers) collated
all the tweets and made a video
• http://www.youtube.com/watch?v=LhR-y1N6R8Q
• By Sunday night, motrin.com was offline
and PR department was emailing
apologies via blogggers.
37. Tools
• Tweetdeck
• Lists
• Follow hashtags
• Iphone / android apps
• Twitter monitoring tools
• Many more on blog….
38. Twitter Best Practice
• Take lessons learned from other direct-to-
consumer communications such as blogs and
email newsletters and transition those to
Twitter.
• Brand profiles must be personal and honest;
content must be compelling to successfully
interest and attract people.
• Connect to the audience as often as possible;
reply directly to them if they are speaking
about your brand.
39. Twitter Best Practice
• Make sure your Twitter voice is consistent
with your brand.
• Do not exist on Twitter only as another
version of corporate promotion. Be a person.
• Get your CEO or top executive involved.
Employees love it. Customers love it. There is
no more powerful way to humanize your
brand.
• Above all, be authentic. Don’t try to fake, spin
or hide behind your tweets -- it won't work.