Social Media Overview

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Quick overview on how to use social media effectively.

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Social Media Overview

  1. 1. Social Media<br />
  2. 2. Overview<br />
  3. 3. Pros<br />Direct customer contact: Increase customer services<br />“Free” – no sign up costs<br />Promotional: Alert consumers about news, events and sales<br />Key point: Do this WITHOUT sounding like an infomercial<br />
  4. 4. Cons<br />“Free” – it is free to sign up but not free to maintain. Must have someone assigned to social media.<br />Will have a negative impact if your social media page is not maintained. (ex: loss of followers)<br />Better to NOT have a social media site rather than one that is not updated<br />Must be engaging – constantly engage followers/fans<br />Monitor<br />Respond<br />
  5. 5. Social Media Overview<br />Engage followers<br />Just having “likes” and “followers” isn’t always enough, encourage fans to start a conversation (ex: Another busy Saturday at the Mall! Who came out to shop today?)<br />Continue the conversation<br />Make sure to respond to customers and comment on their posts to continue the conversation<br />Connect with your Audience: Local Connection <br />Did your city’s hockey team just win the Stanley Cup? Make sure to note that on your social media page! Connect local news and events to your followers – this shows that your page has a local sensibility and isn’t too “corporate”.<br />
  6. 6. Social Media Overview<br />Social Media Coordinator<br />The person assigned to updating needs to have a passion/understanding for social media<br />Have a policy: guidelines on posting<br />Update<br />Your page should have, at the very least, one update per day.<br />80% informational, 20% promotional<br />
  7. 7. Social Media for Simon<br />Your demo is using social media<br />Facebook’s Statistics:<br />More than 400 Million Users<br />50% of users log on every day<br />Average user has 130 friends<br />SEO<br />Having a social media presence will increase your SEO<br />People want info about your mall<br />If they choose to be a “fan” they have already taken the first step in wanting to know more about your mall<br />
  8. 8. Connecting Facebook to Twitter<br />You are given the option to connect Facebook to Twitter<br />Pro<br />Updating both simultaneously<br />Con<br />Not utilizing each site’s functions properly<br />Recommendation: Connect pages but make sure to occasionally use each site individually<br />
  9. 9. Tools for Monitoring<br />Twitter: Applications available online such as Tweetdeck allow you to filter and organize your twitter feed, @ replies and DMs.<br />Facebook: If you are the admin, facebook sends you a weekly report of your stats. You can also check your pages insights as an admin.<br />
  10. 10.
  11. 11. Twitter<br />Hashtags: use # as a prefix to your topic (#RossParkMall)<br />Using a hashtag is a way to increase your Tweet visibility <br />Sites like #hashtag.org and Twemes.com are great sources to track popular topics<br />
  12. 12. Login to your Twitter account.<br />
  13. 13. This page shows all of your tweets and the tweets of the people you’re following.<br />Using Ross Park Mall as an example I’m going to type Ross Park Mall into the search bar on the right and see what kind of hits I get.<br />
  14. 14. Another customer friendly service Twitter has to offer is the ability to reply to specific tweets. <br />For instance, if a person tweets “I dislike Ross Park Mall.”<br />Ross Park Mall can click reply and ask why their experience with the Ross Park Mall was unpleasant.<br />Anytime someone Tweets the phrase “Ross Park Mall” or @’s Ross Park Mall it is highlighted on this results page.<br />
  15. 15. Who’s Doing it Well?<br />Wet Seal<br />Teen Girl Clothing Store<br />Launched a campaign allowing their fans to design their own ensembles and published the designs to allow the community to review<br />Engaged fans/asked for their opinion<br />Provided social validation of fashion choices to enhance sales<br />User generated merchandising<br />
  16. 16. Questions?<br />

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