Look who's talking

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A presentation for credit union executives on how to respond to social media entries about their organization.

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  • Look who's talking

    1. 1. LOOK WHO’S TALKING Morriss Partee Monday, June 14, 2010
    2. 2. WHAT WE’RE COVERING TODAY • INTRO/BACKGROUND • MONITORING • RESPONSE • CASE STUDIES • RESOURCES Monday, June 14, 2010
    3. 3. Monday, June 14, 2010
    4. 4. “MARKETS ARE CONVERSATIONS” –THE CLUETRAIN MANIFESTO, 1999 Monday, June 14, 2010
    5. 5. WE LIVE IN A VERY DIFFERENT WORLD Monday, June 14, 2010
    6. 6. YOUR MEMBERS ARE LIKELY MORE PROFICIENT WITH “SOCIAL MEDIA” THAN YOU ARE Monday, June 14, 2010
    7. 7. 400 400 million Facebook Members Total population of the United States 300 200 100 million Cover 100 Fast Company High 1 mil Schools Regions Founded 0 Jan 04 Jan 05 Jan 06 Jan 07 Jan 08 Jan 09 Jan 10 Members Monday, June 14, 2010
    8. 8. FACEBOOK HAS 400 MILLION USERS –Facebook statistics page TWITTER HAS 105 MILLION USERS –The Economic Times, April 15, 2010 Monday, June 14, 2010
    9. 9. Monday, June 14, 2010
    10. 10. MONITORING WHAT’S BEING SAID ABOUT YOU Monday, June 14, 2010
    11. 11. • TWEETBEEP • TWITSCOOP • YELP! • EPINIONS • GOOGLE ALERTS Monday, June 14, 2010
    12. 12. ENTERPRISE-WIDE MONITORING • RADIAN6 • HUBSPOT • SCOUT LABS • ATTENSITY360 Monday, June 14, 2010
    13. 13. RESPONSE Monday, June 14, 2010
    14. 14. KNOW YOUR CU’S SOCIAL MEDIA POLICY Monday, June 14, 2010
    15. 15. EDUCATE ALL STAFF AND BOARD ON CU’S SOCIAL MEDIA POLICY Monday, June 14, 2010
    16. 16. EVALUATE IF IT’S RESPONSE WORTHY Monday, June 14, 2010
    17. 17. SEND IT TO THE RIGHT PERSON Monday, June 14, 2010
    18. 18. WHEN RESPONDING: TAKE A DEEP BREATH YOU ARE THE PROFESSIONAL Monday, June 14, 2010
    19. 19. WHEN RESPONDING: ACKNOWLEDGE THE ISSUE Monday, June 14, 2010
    20. 20. WHEN RESPONDING: USE A HUMAN VOICE Monday, June 14, 2010
    21. 21. WHEN RESPONDING: APOLOGIZE Monday, June 14, 2010
    22. 22. WHEN RESPONDING: STATE ACTION STEPS TO RESOLUTION Monday, June 14, 2010
    23. 23. WHEN RESPONDING: GIVE SOMETHING AS A GESTURE OF GOODWILL Monday, June 14, 2010
    24. 24. WHEN RESPONDING: RESPOND PUBLICLY, AT THE SOURCE Monday, June 14, 2010
    25. 25. NEVER: CRITICIZE THE MEMBER Monday, June 14, 2010
    26. 26. NEVER: FAN THE FIRE Monday, June 14, 2010
    27. 27. NEVER: ASK TO THEM TO TAKE IT DOWN Monday, June 14, 2010
    28. 28. NEVER: RESPOND ANONYMOUSLY Monday, June 14, 2010
    29. 29. CASE STUDIES Monday, June 14, 2010
    30. 30. WORST BANK EVER Monday, June 14, 2010
    31. 31. DARREN BAREFOOT VS. VANCITY Monday, June 14, 2010
    32. 32. SHORT SALE DEPARTMENT Monday, June 14, 2010
    33. 33. SICK AND TIRED OF FEES- TIME TO SWITCH Monday, June 14, 2010
    34. 34. Monday, June 14, 2010
    35. 35. Monday, June 14, 2010
    36. 36. Monday, June 14, 2010
    37. 37. YOUR TURF- PLUMWALL Monday, June 14, 2010
    38. 38. RESOURCES Monday, June 14, 2010
    39. 39. WILLIAM AZAROFF, Monitoring your brand health WILLIAM AZAROFF, Responding to bloggers DREW McLELLAN, 6 Steps to take if your company is criticized in a blog post JOHN SOAT, Reputations at risk MORRISS PARTEE, Motrin gives itself a migraine CHRIS LOCKE et al, The Cluetrain Manifesto RYAN UNDERWOOD, Tell us what you really think Monday, June 14, 2010
    40. 40. LESLEY LAMBERT, BofA is on Twitter for the win STEFAN BETZOLD, SM Monitoring Tools-an overview DAN SCHAWBEL, Top 10 reputation tracking tools DARREN BAREFOOT, I wanted to love Vancity, but now I loathe them CULLEN WATERS, Vystar CU - Worst bank ever JEFFRY PILCHER, Fighting axe grinders and their online vendettas Monday, June 14, 2010
    41. 41. QUESTIONS Monday, June 14, 2010
    42. 42. Photo credits: Social Media Landscape: Fred Cavazza Web: Wildcardpoet Mad Bunny and the big ear: Yves Lecoq Monday, June 14, 2010
    43. 43. Social Media/Networking Morriss Partee Chief Experience Officer EverythingCU.com morriss@everythingcu.com 413·535·0621 http://everythingcu.wordpress.com Friend me on EverythingCU, Facebook, Twitter, LinkedIn Monday, June 14, 2010

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