SFSU PR does Twitter++

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Awesome team of PR students at SFSU presents a host of Twitter apps

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SFSU PR does Twitter++

  1. 1. For Business @jamesarmfield @ annemariep21 @karlawitakay @GabrielaAcevedo @Anh_Dao @Harpreet_Hayer @sashaskoda
  2. 2. How to Use Twitter For Business <ul><li>Customer Relations </li></ul><ul><li>Crisis Management </li></ul><ul><li>Corporate Reputation Management </li></ul><ul><li>Event Management </li></ul><ul><li>Issue Advocacy </li></ul><ul><li>Internal communication </li></ul><ul><li>Promotions </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  3. 3. Customer Relations <ul><li>Establishing Twitter profile </li></ul><ul><ul><li>Bio and description </li></ul></ul><ul><ul><ul><li>Ex. Comcast </li></ul></ul></ul><ul><li>Team of “Tweeters” </li></ul><ul><ul><li>Define roles and responsibilities </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  4. 4. Customer Relations <ul><li>Follow and listen </li></ul><ul><ul><li>“ I am so frustrated that Comcast didn’t solve my problem at all!” </li></ul></ul><ul><ul><li>Michael Arrington’s frustration </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  5. 5. Customer Relations <ul><li>Create personality </li></ul><ul><li>Ask questions </li></ul><ul><ul><li>@NightWind1112 We do not offer that product. Is there anything you would like us to help with? </li></ul></ul><ul><li>Direct followers to relevant information </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  6. 6. Customer Relations For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  7. 7. Customer Relations For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  8. 8. Customer Relations <ul><li>Engage in conversation </li></ul><ul><ul><li>Direct Messaging </li></ul></ul><ul><ul><ul><li>Personal information </li></ul></ul></ul><ul><ul><ul><li>Thank you to new followers </li></ul></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  9. 9. Crisis Management For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  10. 10. Crisis Management <ul><li>To prevent a crisis and communicate once crisis has hit </li></ul><ul><li>Fastest way to respond and maintain an open channel </li></ul><ul><li>Used within a broader strategy of social media channels </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  11. 11. Crisis Management <ul><li>LISTEN </li></ul><ul><li>To those who talk both positively and negatively </li></ul><ul><li>Pay special attention during new product launches, events, etc.– especially if controversy is likely </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  12. 12. Crisis Management <ul><li>Act Early </li></ul><ul><li>First 24 hours most crucial </li></ul><ul><li>Post story on site or blog, use Twitter to link to information </li></ul><ul><li>Respond to questions/comments from customers, media, those who have been directly impacted </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  13. 13. Crisis Management <ul><li>DM media contacts and brand ambassadors to give them information they need </li></ul><ul><li>Equip Twitter employees with answers </li></ul><ul><li>Update : </li></ul><ul><ul><li>When new news is released </li></ul></ul><ul><ul><li>The steps you are taking to fix problem </li></ul></ul><ul><ul><li>Eventually, steps you are taking to prevent future situations </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  14. 14. Domino’s Pizza For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  15. 15. Corporate Reputation Management <ul><li>Social Media Web 2.0 Pioneers </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  16. 16. Corporate Reputation Management <ul><li>Listening </li></ul><ul><ul><li>Twitter search </li></ul></ul><ul><ul><li>Aware of public opinion </li></ul></ul><ul><li>Learning </li></ul><ul><ul><li>Identifying potential problems </li></ul></ul><ul><ul><li>Improve on service </li></ul></ul><ul><li>Participating </li></ul><ul><ul><li>Constant updates of events/promotion </li></ul></ul><ul><ul><li>Being apart of customer's experience </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  17. 17. EVENT MANAGEMENT <ul><li>TIPS </li></ul><ul><li>Follow users discussing your product or brand </li></ul><ul><li>Make your tweets meaningful </li></ul><ul><li>Interact with other Tweeters who are interested </li></ul><ul><li>Ask followers questions </li></ul><ul><li>Interact with influential Tweeters </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  18. 18. EVENT MANAGEMENT For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  19. 19. Issues & Advocacy <ul><li>Connect with others with similar interests </li></ul><ul><li>Non-profits & Issue advocacy organizations </li></ul><ul><ul><li>Use Twitter to create a community </li></ul></ul><ul><ul><li>Provide useful information for followers </li></ul></ul><ul><li>Cover your real-life activism activities on Twitter </li></ul><ul><ul><li>Use # keywords </li></ul></ul><ul><li>@HumaneSociety     @RedCross         @AmericanCancer       </li></ul><ul><li>  </li></ul><ul><li>@socialactions          @NWF             @AIDSgov                   </li></ul><ul><li> @greenpeaceUSA </li></ul><ul><li>              </li></ul><ul><li>                              </li></ul><ul><li>                                                  </li></ul><ul><li>                                                  </li></ul><ul><li>                                          </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  20. 20. Issues & Advocacy <ul><li>Who to follow: </li></ul><ul><li>Twitter Search: Helps find people that are interested </li></ul><ul><li>Connect with other activists on Twitter </li></ul><ul><ul><li>Follow other non-profits, organizations </li></ul></ul><ul><li>Follow your followers </li></ul><ul><li>Check twitter search often to update on those talking about your organization </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  21. 21. Issues & Advocacy <ul><li>Do: </li></ul><ul><li>Engage with Followers </li></ul><ul><li>Provide useful Information </li></ul><ul><li>Tweet about issues that matter </li></ul><ul><li>Tweet to add value to organization </li></ul><ul><li>Use twitter as a public service </li></ul><ul><li>Don’t: </li></ul><ul><li>Allow for long gaps of Inactivity </li></ul><ul><li>Use twitter only as a news feed </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  22. 22. For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  23. 23. Twitter Search for Humane Society For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  24. 24. For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  25. 25. Internal Communication <ul><li>Internal Communication is intended for members within a particular company and ONLY them. </li></ul><ul><li>Example: Tweeting Gone Wrong </li></ul><ul><ul><li>Ketchum Vice President, James Andrew </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  26. 26. Internal Communication <ul><li>Tips for using twitter for internal communications within a company </li></ul><ul><ul><li>Set up an account and protect the updates so that people cannot see them </li></ul></ul><ul><ul><li>Register this twitter account with GroupTweet.com </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  27. 27. Internal Communication <ul><li>For example if I send a tweet </li></ul><ul><ul><li>“ Can everyone meet today @ 3pm to go over the proposal?” </li></ul></ul><ul><ul><li>A direct message sent to the general account, then the general account will send out a message that says “via Harpreet_Hayer: Can everyone meet today @ 3pm to go over the proposal?” </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  28. 28. Do’s of Using Twitter for Business <ul><ul><li>See what other businesses are doing on Twitter </li></ul></ul><ul><ul><li>Follow other Twitters with similar interests to establish presence </li></ul></ul><ul><ul><li>Be dedicated to Twitter </li></ul></ul><ul><ul><li>Engage customers and get constructive criticism </li></ul></ul><ul><ul><li>Be transparent in your reason for tweeting </li></ul></ul><ul><ul><li>Make sure your message directly relates to those you are reaching out to </li></ul></ul><ul><ul><li>Provide value to your followers </li></ul></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  29. 29. Don’ts of Using Twitter for Business <ul><li>Use Twitter to push ads or brand messaging </li></ul><ul><li>Tweet anything about clients, co-workers, friends etc… </li></ul><ul><li>Use Twitter to tell your everyday tasks, make sure your tweets are resourceful & valuable to your followers </li></ul><ul><li>Be boring! </li></ul>For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  30. 30. Promotions For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  31. 31. Promotions For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
  32. 32. Promotions For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh

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