We work very closely with the biggest social networks to make sure our customers have access to the latest features and functionality.
HootSuite counts many of the worlds largest brands including Disney, HBO, the NBA, and the US Whitehouse as customers.
And our users are disproportionately influential.http://blog.hubspot.com/blog/tabid/6307/bid/12234/10-Essential-Twitter-Stats-Data.aspx
The basics of social media management consist of… - …Listening to what customers are saying in the social sphere and identifying who you should engage. - …Engaging the users that matter across the platforms they use. - …and Analysing the results and impact of your efforts
HootSuite has a feature set built for the enterprise to support those key activities.
Effective & Compliant Social Media Planning
1. Social Media is not a stand alone concept
Social Media is not a stand alone concept“Social media is now accepted as a normal part of every day life” - that includes your customers and clients.
How can we use social media to best serve our purposes?• Remain Compliant• Managing our reputation• Doing no damage to the organisationInside Out Thinking
The best way to effective use of social media is to ask• What is it the customer/followers would benefit from?• How do I deliver that compliantly?Outside In ThinkingThe first question to ask isn’t –“Is it compliant?”rather“Is it of benefit to our customer/following?”
Businesses that do best on social media are:• Open• Authentic• Build trust with their customers and following
“..social mediaisn’t a newtactic that is astand alonepracticeIt’s a newchannel forcommunicatingwhat youalready do.”
Partners with the Best Charter Member - Certified Developer Program HootSuite is one of only four Charter Members of LinkedIn’s Certified Developer Program Exclusive Launch Partner HootSuite was Twitters exclusive launch partner for their Promoted Tweets product Preferred Development Consultant HootSuite works closely with Facebook to integrate the latest functionality Launch Partner for Google+ Pages “[HootSuite was] selected based on their extensive experience helping brands and businesses manage and analyze their presence on social networks.” - Google
HootSuite Users The worlds largest brands use HootSuite…
HootSuite Users …and so do the top influencers. # of Twitter FollowersAverageTwitter 27 User AverageHootSuite 567 User
The BasicsBasic Social Media Management Activities: 1. Listening 2. Engaging 3. Analyzing Listen to what Engage the users Analyze the customers are that matter across results and impact saying in the social the platforms they of your efforts. sphere. use.
Organise Your Social Business Map to your Existing Structure Arrange Teams Custom Team Permissions Provide the right level of Access Assign messages Team Collaboration with Global Governance for Follow Up
ArkoviBuilt in the cloud, Arkovi monitors andarchives incoming and outgoing socialmedia communications, includingblogs, Facebook, LinkedIn, Twitter, websites and more.
WHETHER NatWest’s recent computer problems are overremains to be seen, but what is already obvious is thedamage that is being done to perception of the brand. http://www.citya m.com/latest-YouGov SoMA (Social Media Analysis tool) looks at the news/stephan-impact that campaigns or crises have on social media. shakespeare/twitt er-effect-hits-While an average day generates tweets about NatWest that brands-the-are seen by just 0-2 per cent of the Twitter population, since impact-the crisis began that has risen significantly to reach a high consumer-of 23 per cent last Friday. perception- becomes-clOver five days, 37 per cent of the UK’s Twitter populationwas exposed to tweets about NatWest, and the story’sdurability is shown by a 21 per cent reach score on Monday,five days after the initial problem was reported.RBS escapes the twitter impact
BackgroundHow issue was initially dealt withWhere the story took offThe story hit’s the main stream newsTrends on twitterHow did NatWest respond initiallyHow has that response changed over the course of the crisisWhere online did the story happen?NatWest Home Page/Ideas Bank
Ulster Bank – RBS GroupTwitter HandleGetting noticed for the right reasonsMoney Savings Expert – Martin S LewisOutside in Thinking? – Mobile devices?Migrating customers to go where?
Best Practice• Listen first• Engage Second• Monitor Constantly
Define your Social Media Strategy/Marketing PlanThink Outside In Define your desired outcomes Consider the device that will be used to engage with – desktop/tablet/mobile/sound available? Set KPI’s so you can measure your success. Make sure you know your metrics before you start too so you can measure the influence your social media strategy is having Define your strategy, it’s best to incorporate your existing marketing efforts with your social media strategies Ensure you have a blog set up on your website and post regularly. Your company blog is the main hub of all Social Media strategy and not having a blog is one of the biggest reasons that business fail to see results with their social media and get ROI. Use Call to Actions Use an Editorial Calendar Know your customer, Identify the right social networking sites
Define & Set out your Social Media Policy• Identify key personnel who can play a part. Manage expectations and properly train them as required• Include what to do in a Crisis & Escalation Process• http://socialmediagovernance.com/policies.php#axzz1ji Uj8XKZ
Set up your Social Networking Sites Properly Set up your profiles so they are fully optimized and can be found by the right people (Peter Aceto) Ensure your branding is consistent across all online and offline activities, be visual Show the face behind the brand with personal profile photo’s as much as possible Connect with your target audience across the platforms, join groups and discussions where appropriate Set clear expectations for each community, and let them know what you will and will not accept, when you are online etc Make clear disclaimers and remind followers not to share private information (see CitiBank & Barclays as examples).
Manage, moderate and monitor you Communities Managing your communications on social media takes time and effort, just like staffing, manning the phones and email correspondence does. Monitor what results you’re getting, learn what works – do more of that. Learn what doesn’t work – don’t do any more of that. Make sure that your community is not being plagued by spammers and that appropriate language is used, as set out in clear expectations for each community.
Compliance GuidelinesThe FSA’s guidelines on Social Media are much less clear thanthose in the States. Compiled by Actiance