8How are companies using TwitterEXTERNAL• Customer service• News, blog updates• Branding, promotion,marketing• PR, media relations• Finding leads,prospects• Extending touchpoints• Community building• Networking, tweetups• Direct sales• Recruitment• Driving traffic to websiteINTERNAL• Connecting sales teams• Coordinatingdecentralized teams• Event planning• Project status andupdating staff, teams• Employee support• Mentoring• Problem-solving• Purely social
9CIMB on Twitter: Customer servicetwitter.com/cimb_assists
10Twitter: Best practices• Listen: Follow popular tweeters first• Share: Find great stuff to share• Be authentic• Be active! No one is interested if your lasttweet was from several months ago• Don’t hard sell: If you are plugging your ownproduct, service, event, cause, say so.Preface with “Shameless plug…”• Preface a personal opinion with IMHO, or “Mypersonal opinion is…”
11Scott Monty, Ford Motor CompanyHead of social media, Fordhttp://www.scottmonty.comhttp://twitter.com/scottmonty1. Always shows gratitude2. Constantly corrects misinformation3. Encourage conversation
12Frank Eliason, Citi, formerly of ComcastSVP of Social, Citihttp://www.frankeliason.comhttp://twitter.com/askcitiFormerly @comcastcares4. Problem solver: Fields customersupport issues, re-directs to right person5. Always helpful and adding value
13Lee Aase, Mayo ClinicDirector, Social Media, Mayohttp://tinyurl.com/smuguhttp://twitter.com/leeaasehttp://twitter.com/mayoclinic6. Health tips7. Sharing patient, inspiring stories8. Promoting radio shows, webcasts
14“People relate to people,not companies,”Tony Hsieh, Zappos.com,Zappos.com: Shoevangelism
15Case 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$1Bbusiness in 10 years. Sold to Amazon.com• Obsession with customer service, littleadvertising, organic word-of-mouthrecommendations.• Five weeks of employee training on culture,core values, customer service. Uses Twitter ascommunications channel.
19Twitter 1011. A tweet is 140 characters long2. RT: re-tweet other tweets you think are worthrepeating,3. @username: used to reply to someone orengage in a conversation or as a hat tip. Thisa public tweet everyone can see. Eg:@username message4. dm or d followed by space, then name ofperson eg: d username message OR clickMessages (next to Profile). You can sendprivate message to someone only if theyfollow you.
20Twitter 101: Using #hashtags5. The Hash Tag aka Pound Symbol [#] isused to categorize tweets into topics,events, trends.Hashtags are the Twitterequivalent of keywords. eg: #socialmedia6. Search specific hashtags and save thosesearches for future reference.7. Tip: Use a unique hashtag to promote acontests, event or product eg:#contest123 (make sure no one is usingit first)8. #followfriday or #ff is used by a majorityto spotlight individuals they considerworth following, not necessarily on Friday
21Short links• Helps reduce character space. Becamepopular 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 findout how popular/timely the link already isand whether your friends have alreadytweeted/posted it.• Bit.ly provides transparent stats: Add + signat the end of shortlink eg: bit.ly/123456+1. 2.
23Sample 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
24Useful Twitter apps• Twitter clients: Tweetdeck, Seesmic,Ubersocial, Hootsuite, Twitterrific, Twhirl• TweetAlarm, Twilert: Put in a keyword andget 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/
26Exercise: Twitter• Go to Twitter (set up account, if you don’talready 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 theshort link• Find people to follow• Create a list• Re-tweet another person’s tweet• Post a photo using Twitpic
28•Raised RM11,000 + two desktop PCs+ Broadband•Destiny Starting Point, a home Klang
29Ashton 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
30Celebs using Twitterto promote their causeshttp://twitter.com/Jamie_Oliverhttp://twitter.com/apluskhttp://twitter.com/RyanSeacresthttp://twitter.com/oprahhttp://twitter.com/QueenRaniahttp://twitter.com/JimCarreyhttp://twitter.com/BillGateshttp://twitter.com/charlizeafricaList: celebritytweet.com
31“In the past you were what you owned.Now you are what you share,”Charles Leadbeater