Effective Twitter Practices for Businesses - Dane Jackson - Social Media Consultant

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A quick, down and dirty guide to the basic information every business needs to know about using Twitter.

A quick, down and dirty guide to the basic information every business needs to know about using Twitter.

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  • From an inforgraphic created in February 2012.
  • For Hashtag chat – mention trending topics and how you can use them to leverage the visibility of your tweets.Twitter is all about relationship building and relationship marketing – if you see that people are talking about your business, feel free to join in as it helps strengthen the relationship between you and your followers.
  • Handling customer service issues via twitter is much more cost effective than solely relying on a team to take care of customer concerns. Also, when people see that you handled the issue and how you handled the issue – it helps brand image with your followers.
  • Because Twitter is essentially real-time, you need to manage your account regularly in terms of monitoring your streams


  • 1. Effective Twitter Practices for Businesses Dane Jackson @danejacksona2
  • 2. What is Twitter?Twitter is a micro-blogging social medianetwork that allows users to connect with eachother, as well as with brands and businesses.One major differentiation between Twitter andFacebook is that on Twitter every interaction(tweet) can only be 140 characters. Because ofthis, Twitter is a fast, easy, and direct way tocommunicate.
  • 3. Why Businesses Should Care About Twitter• 11 Twitter accounts are created every second.• Twitter has over 465 million accounts.• There are 175 million tweets a day.• The top three countries for Twitter accounts are the USA (107.7 million accounts), Brazil (33.3 million accounts), and Japan (29.9 million accounts). • Information provided by
  • 4. What Twitter Says…Every day, millions of people use Twitter to create, discover and share ideas withothers. Now, people are turning to Twitter as an effective way to reach out tobusinesses, too. From local stores to big brands, and from brick-and-mortar tointernet-based or service sector, people are finding great value in the connectionsthey make with businesses on Twitter.With all of these things in mind…it’s imperative to getyour business on Twitter!Here’s how…
  • 5. How to use Twitter as a Business1. Determine your brand’s plan of action: Will your account be for customer support, commercial gains, customer relations, or a mixture of all three.2. Avoid one-way marketing messages: Instead, engage your followers, be personal, build relations, and most importantly, BE AUTHENTIC – tweet with, not at your followers. (This means relying solely on autofeeds and scheduled tweets is a bad idea and will result in limited engagement with your followers!)3. Follow an “80/20” rule where 80% of your tweets are conversational and personal and 20% of your tweets are more geared towards company initiatives and products4. Relevant keywords and #hashtags are key to spreading your messages!5. Make sure your Twitter handle or a link to your account is visible on ALL company websites and customer-facing marketing material. This is a great example from www.thewholebraingroup.com letting you know what networks they use.
  • 6. Twitter gives your customers unprecedented access to your company, which means you may have to answer customer service issues in a public forum. It’s important to be fast andtransparent when answering customer service-related tweets.
  • 7. Never fear though, customers won’t always use Twitter to air theirgrievances. Make sure you answer the good tweets as well since your customers took the time to write them. It will help you build relationships with your followers. Also, feel free to tweet in your own voice to enhance authenticity ofyour interaction – keep it PG though as you don’t want to offend your followers!
  • 8. With how easy it is for customers to tweet about you, it’s important you also have the tools tomonitor your brand on Twitter. Since Twitter is a cost-effective way to manage customer service, here are a few cost-effective tools to manage your brand’s presence on Twitter. www.hootsuite.com www.tweetdeck.com www.monitter.com www.socialmention.com
  • 9. Further Reading• www.mashable.com• www.socialmediaexaminer.com• www.business.twitter.com
  • 10. Contact DaneIf you have any further questions, please don’t hesitate to contact me.• @danejacksona2 on twitter• dane.jackson@gmail.com• http://www.linkedin.com/in/danejackson