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How are companies using Twitter EXTERNAL INTERNAL• Customer service • Connecting sales teams• News, blog updates• Branding, promotion, • Coordinating marketing decentralized teams• PR, media relations • Event planning• Finding leads, • Project status and prospects• updating staff, teams Extending touchpoints• Community building • Employee support• Networking, tweetups • Mentoring• Direct sales • Problem-solving• Recruitment • Purely social• Driving traffic to website
CIMB on Twitter: Customer service twitter.com/cimb_assists
Twitter: Best practices• Listen: Follow popular tweeters first• Share: Find great stuff to share• Be authentic• Be active! No one is interested if your last tweet was from several months ago• Don’t hard sell: If you are plugging your own product, service, event, cause, say so. Preface with “Shameless plug…”• Preface a personal opinion with IMHO, or “My personal opinion is…”
Scott Monty, Ford Motor Company 1. Always shows gratitude 2. Constantly corrects misinformation 3. Encourage conversationHead of social media, Fordhttp://www.scottmonty.comhttp://twitter.com/scottmonty
Frank Eliason, Citi, formerly of Comcast 4. Problem solver: Fields customer support issues, re-directs to right person 5. Always helpful and adding valueSVP of Social, Citihttp://www.frankeliason.comhttp://twitter.com/askcitiFormerly @comcastcares
Lee Aase, Mayo Clinic 6. Health tips 7. Sharing patient, inspiring stories 8. Promoting radio shows, webcastsDirector, Social Media, Mayohttp://tinyurl.com/smuguhttp://twitter.com/leeaasehttp://twitter.com/mayoclinic
Zappos.com: Shoevangelism “People relate to people, not companies,” Tony Hsieh, Zappos.com,
Case study: Zappos.com• Free shipping, a 24/7 open call center, and 365- day return policy.• Turned an e-commerce shoe site into a US$1B business in 10 years. Sold to Amazon.com• Obsession with customer service, little advertising, organic word-of-mouth recommendations.• Five weeks of employee training on culture, core values, customer service. Uses Twitter as communications channel.
Twitter 101• A tweet is 140 characters long• RT: re-tweet other tweets you think are worth repeating,• @username: used to reply to someone or engage in a conversation or as a hat tip. This a public tweet everyone can see. Eg: @username message• dm or d followed by space, then name of person eg: d username message OR click Messages (next to Profile). You can send private message to someone only if they follow you.
Twitter 101: Using #hashtags1. The Hash Tag aka Pound Symbol [#] is used to categorize tweets into topics, events, trends.Hashtags are the Twitter equivalent of keywords. eg: #socialmedia2. Search specific hashtags and save those searches for future reference.3. Tip: Use a unique hashtag to promote a contests, event or product eg: #contest123 (make sure no one is using it first)4. #followfriday or #ff is used by a majority to spotlight individuals they consider worth following, not necessarily on Friday
Short links1. 2.• Helps reduce character space. Became popular with rise of Twitter• Popular services: tinyurl.com, bit.ly• Others: is.gd, snipurl.com, tr.im• When posting a link, use Topsy.com to find out how popular/timely the link already is and whether your friends have already tweeted/posted it.• Bit.ly provides transparent stats: Add + sign at the end of shortlink eg: bit.ly/123456+
Sample Twitter Accts/Lists• Media on Twitter: http://www.mediaontwitter.com• Journalists on Twitter: http://muckrack.com• List of Malaysian journalists: http://twitter.com/trinetizen/malaysian-journalists• List of Malaysian media: http://twitter.com/trinetizen/malaysian-media• List of Malaysian politicians: http://twitter.com/trinetizen/malaysian-politicians• List of Malaysian celebs: http://twitter.com/trinetizen/malaysian-celebs• List of Malaysian brands: http://twitter.com/trinetizen/malaysian-brands
Useful Twitter apps• Twitter clients: Tweetdeck, Seesmic, Ubersocial, Hootsuite, Twitterrific, Twhirl• TweetAlarm, Twilert: Put in a keyword and get emails when others tweet it.• Twellow: Search for tweeple• Twitpic, Lockerz, Instagram: Post photos• Yfrog, Twitvid: Post videos• Twapperkeeper: Archives tweets• Tweetstats: Graphs your stats• Spy: http://spy.appspot.com/
Exercise: Twitter• Go to Twitter (set up account, if you don’t already have one)• Find a news release from your site to tweet• Make a shortlink using bit.ly of that story link• Create 140-character tweet and add the short link• Find people to follow• Create a list• Re-tweet another person’s tweet• Post a photo using Twitpic
•Raised RM11,000 + two desktop PCs+ Broadband•Destiny Starting Point, a home Klang
Ashton Kutcher vs CNN@aplusk beats @cnnbrk to 1m followers, then donatesUS$100,000 to buy 10,000 nets for ‘Malaria No More’, anonprofit which wants to end malaria deaths in Africa by 2015. No malaria video
Celebs using Twitter to promote their causeshttp://twitter.com/Jamie_Oliver http://twitter.com/JimCarreyhttp://twitter.com/aplusk http://twitter.com/BillGateshttp://twitter.com/RyanSeacrest http://twitter.com/charlizeafricahttp://twitter.com/oprahhttp://twitter.com/QueenRania List: celebritytweet.com
“In the past you were what you owned. Now you are what you share,” Charles Leadbeater