Introduce myself. Mention TSTC, World Hunger Relief
Since I’m here to talk about social media, let’s define it. It’s really become a buzz word in marketing, but what it all comes down to is a website or online experience that allows you to interact with other people. You can see the logos of several different social sites including the big three Facebook, Twitter and LinkedIn. Others as you see include YouTube, Flickr, Digg, blogger and others. It’s important to note that blogs and forums are types of social media too. In fact they were the precursors to what we use more frequently today and in many ways are still a vibrant community online. Forums are generally used for very specified topics. My husband Matt is involved in knife forums that allow people who are very passionate about knifes and cutlery to talk and share about what they are interested in. He has met a lot of friends from all over the country through knife forums. It’s really powerful social media, though maybe not as glamorous or widely known as Facebook.
Let’s also cover some statistics on social media in the U.S. to give perspective on who is using it. Here you can see the average ages of social network sites. Right now the average age for most sites is the 30’s. As you can see on the sidebar… [read sidebar.] However, statistics are trending older and older as time goes by.
As you can see in this graph, the largest number of users is still in the 18-33 year olds, but every age group is growing. Though the younger generation were the early adopters, more and more of their parents and grandparents have ventured on to sites like Facebook to interact with their kids and see photos of grandkids. However, while they were on the sites, they are also interacting with coworkers and people from their generation who have also joined. It’s a slower trend, but people in their 50s and 60s and even 70s are starting to use social networking at very high percentages. [Talk about the chart]
Now let’s cover a few of the big social media sites. I’m sure you’ve all heard of Facebook. Can I see a show of hands of who has a Facebook account? Great! Could I hear from you about why you joined and what you use it for? Here are a few quick facts about Facebook you may or may not know. [read slide]
It’s the Facebook pages we want to talk a little about because that is how businesses and organizations interact with the us on Facebook. [read slide] These pages have a lot of reach and can be great for starting conversations, introducing people who like the same thing and providing customer service to users.
There are a lot of things to remember when it comes to managing a Facebook page. Trust me I’m an admin for 10 pages right now and I do orientations for TSTC departments who want to start them. Here is some of my top advice for pages. [read slide and comment on each one]
And of course there are some no no’s to keep in mind. [read slide and comment on each one] Actually, a lot of what I just covered are the basics for most social media services. They are the basis for social media customer service, something I’m very passionate about. It’s really a set of social guidelines for interacting with people. It’s about being courteous and thoughtful with people just like you would be in person. We’ll go over a few more of these in the best practices at the end of my presentation.
To quickly cover the two other major social networking sites, let’s talk briefly about twitter and LinkedIn. [read slide] How many of you use Twitter or LinkedIn? I really recommend that you branch into using tools like these if you know you have an audience there. If no one you know or who works with your organization uses Twitter, you can probably wait to start one up. Get established on Facebook first. Whatever you choose, start where your audience is the strongest and add tools as it makes sense. I will tell you there’s a fairly strong Waco community on Twitter. I’ve met a lot of people I would’ve never known through twitter. It’s really opened up my own social sphere in Waco.
Of course there are more social networking applications than the so-called Big 3. Most other networks are for more specified users. Flickr and YouTube are used specifically for sharing photos and videos. [Talk about each and how TSTC uses them]
You may have heard some buzz about Google+… [read slide and comment] We’ll see what Google+ turns into as more people adopt using it. Right now it really an experiment to see if Google can build a better Facebook.
I mentioned earlier that social media customer service is very important. Here are a few tips to remember. [read slide]
Alright. That really was a whirlwind tour of social media basics. I’d like to open up the conversation for questions now.
Social Media Basics
Social Media Basics<br />Sarah-Jane Menefee<br />
Who I am & what I do with social media<br />Manage the official TSTC Waco Facebook, Twitter, Flickr and MySpace accounts<br />Serve on the TSTC System-wide Social Media committee<br />Wrote the TSTC Waco Social Media guidelines<br />Spoke at the first Waco Social Media Breakfast<br />Help TSTC departments start and maintain social media sites<br />Work with social media customer service on a daily basis<br />Have personal Facebook, Twitter and Flickr accounts too!<br />Sarah-Jane Menefee<br />Coordinator of Publications & <br />Social Media at TSTC<br />Facebook: /sjmenefee<br />Twitter: @sj_menefee<br />
What is Social Media?<br /> Any website where you can interact with other people. <br />
Social Media: Stats<br /><ul><li>The average social network user is 37 years old.
48% of young Americans said they found out about news through Facebook
People who use Facebook on their mobile devices are twice as active
There are more than16,000,000 Facebookpages</li></li></ul><li>Facebook Pages<br />Pages are powerful<br /><ul><li>It’s the best communication tool for companies to use because everyone is already on Facebook.
More interactive and updatable than normal websites. In fact it’s all some businesses have!
Pages are public sites for brands, companies and organizations
They allow us to interact with people without using our personal accounts</li></ul>TSTC Waco’s page<br />2,073 users 1,805 active users<br />Coca-Cola<br />33,037,427 users<br />
Do’s & Don’ts for Pages<br />DO. Create a page when you see the need to interact with people on Facebook in an official capacity for a club or organization you are in.<br />DO. Update it frequently. At the very least once a week, but I recommend once a day or more.<br />DO. Let people know who you are. When you reply on your page, include your name. <br />DO. Always reply. Any time someone interacts with your page, you should respond even if it is to thank them.<br />
Do’s & Don’ts for Pages<br />DON’T. Spam people with offers or try to sell services to them directly. Facebook is a social space, so make your posts meaningful. Give people content they will enjoy that personalize who your organization is such as photos, quotes and interactive questions. This will help users trust you and want to know more about your business/org.<br />DON’T.Delete unfriendly comments unless they are spam or vulgar. Respond to angry comments and try to resolve conflicts on your page. <br />
Twitter & LinkedIn<br /><ul><li>Twitter is a way for social users to interactive in short tweets of 140 characters
LinkedIn is similar to Facebook for business professionals. It allows you to create a resume like profile and make connections with people you know and have worked with. It has an estimated 100 million users</li></li></ul><li>Other sites to mention<br /><ul><li>Flickr is a fantastic way to share high quality photos online. Much better for photos than Facebook. TSTC uses both. Really a good tool for professional or amateur photographers.
YouTube is the major power for sharing videos on the internet. It has vibrant community around certain users. It’s also a great place to host any videos you have.</li></li></ul><li>The next wave of Social Media?<br /> Google recently released it’s new social network <br />Google + (plus). Google+ has many of the same features as Facebook. You can set up photo albums, update your status, have friends, etc. It integrates with Google search and makes it easier to share things with your friends. No business pages are available right now.<br />
What is SM Customer Service?<br />It’s the same as regular customer service! Just on a different medium. <br />SM Customer Service allows you to:<br />Engage your customers on a network they already use<br />Answer questions and deal with problems for customers<br />Get instant customer feedback<br />Provide additional rich content to customers including event information, photos, video, etc.<br />Have conversations with customers without having to pick up the phone or have them come in to campus<br />Who are our Customers?<br />Members of your group, prospects, influencers, businesses, alumni, employees <br />Anyone else who comes to your social media page<br />Customer Service:<br />Taking care of your customers, their needs and desires in a professional and courteous manner.<br />
Best Practices<br /><ul><li>Always reply to posts or comments on your SM page whenever it’s relevant. Even if you just say, “Thank You,” you’ll be making a difference.
Use your name when you reply to people. That way the response isn’t coming from the “Department of Whatever,” it’s coming from a person.
Check your SM page daily, or at the very least weekly, and update it whenever possible.
Remember you represent your organization on social media. That includes your personal account too! </li></li></ul><li>Social Media Basics<br />Q&A<br />
Sites & Contact info<br />To contact me<br />email@example.com or twitter.com/sj_menefee<br />Sites mentioned in the presentation<br />Facebookhttp://www.facebook.com<br />Twitter http://twitter.com<br />LinkedIn http://www.linkedin.com/<br />Flickrhttp://www.flickr.com<br />YouTube http://www.youtube.com/<br />Google+ https://plus.google.com/<br />