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![Twitter 101: Using #hashtags The Hash Tag aka Pound Symbol [#] is used to categorize tweets into topics, events, trends.Hashtags are the Twitter equivalent of keywords. eg: #socialmedia Search specific hashtags and save those searches for future reference. Tip: Use a unique hashtag to promote a contests, event or product eg: #contest123 (make sure no one is using it first) #followfriday or #ff is used by a majority to spotlight individuals they consider worth following, not necessarily on Friday](https://image.slidesharecdn.com/02-twitter-111004035630-phpapp02/75/02-Twitter-27-2048.jpg)
Uploaded byJulian Matthews
02.Twitter
The document provides an overview of how Twitter can be used both internally and externally by companies and organizations. It discusses how immediacy, velocity, and other characteristics of social media allow Twitter to engage audiences and provide instant feedback. Examples are given of how public relations, customer service, and other functions make use of Twitter. Best practices from social media professionals are also highlighted.
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02.Twitter
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- 2. Twitter in action:Plane crash! http://www.youtube.com/watch?v=imDFSnklB0k
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- 4. From Twitter toFront page
- 5. Lessons A singleperson with a smartphone can make a huge impact globally Some characteristics of social media: immediacy, velocity, amplification, archival. Offers more engagement and instant feedback . People care more when it’s someone “like me”: more human , more real, more visual , more believable, more authentic.
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- 7. Twitter as acanary in the coalmine
- 8. Would you trusta surgeon who tweeted your operation?
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- 11. “ Water me,please!”
- 12. How are companiesusing Twitter EXTERNAL Customer service News, blog updates Branding, promotion, marketing PR, media relations Finding leads, prospects Extending touchpoints Community building Networking, tweetups Direct sales Recruitment Driving traffic to website INTERNAL Connecting sales teams Coordinating decentralized teams Event planning Project status and updating staff, teams Employee support Mentoring Problem-solving Purely social
- 13. Source: Ogilvy, 360Digital Influence
- 14. Examples of PRuses of Twitter Promoting stories, press releases, events, contests Monitoring mentions as early warning system, crisis management Posting breaking news, on-site photos at live event Use as a backchannel and fielding questions during event One-to-one customer resolution Providing insider views
- 15. Examples of PRuse of Twitter Engaging community via tweet interviews Researching: finding leads, tips, sources, angles, photos Regular updating to drive traffic to primary website, blog or social network Connecting with mainstream journalists, editors and online media Coordinating, updating decentralized teams, work-related problem-solving Mentoring and recruitment Link: http://www.chrisbrogan.com/50-ideas-on-using-twitter-for-business/
- 16. Best practices of the pros
- 17. Scott Monty, FordMotor Company Head of social media, Ford http://www.scottmonty.com http://twitter.com/scottmonty 1. Always shows gratitude 2. Constantly correct misinformation 3. Encourage conversation
- 18. Frank Eliason, Citi,formerly of Comcast SVP of Social, Citi http://www.frankeliason.com http://twitter.com/askciti Formerly @comcastcares 4. Problem solver: Fields customer support issues, re-directs to right person 5. Always helpful and adding value
- 19. “ People relateto people, not companies,” Tony Hsieh, Zappos.com, Zappos.com: Shoevangelism
- 20. Case study: Zappos.comFree shipping, a 24/7 open call center, and 365-day return policy. Turned an e-commerce shoe site into a US$1B business in 10 years . Sold to Amazon.com Obsession with customer service, little advertising, organic word-of-mouth recommendations. Five weeks of employee training on culture, core values, customer service. Uses Twitter as communications channel.
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- 25. CIMB on Twitter:Customer service twitter.com/cimb_assists
- 26. Twitter 101 Atweet is 140 characters long RT : re-tweet other tweets you think are worth repeating, @username : used to reply to someone or engage in a conversation or as a hat tip. This a public tweet everyone can see. Eg: @username message dm or d followed by space, then name of person eg: d username message OR click Messages (next to Profile). You can send private message to someone only if they follow you.
- 27. Twitter 101: Using#hashtags The Hash Tag aka Pound Symbol [#] is used to categorize tweets into topics, events, trends.Hashtags are the Twitter equivalent of keywords. eg: #socialmedia Search specific hashtags and save those searches for future reference. Tip: Use a unique hashtag to promote a contests, event or product eg: #contest123 (make sure no one is using it first) #followfriday or #ff is used by a majority to spotlight individuals they consider worth following, not necessarily on Friday
- 28. Short links Helpsreduce character space. Became popular with rise of Twitter Popular services: tinyurl.com, bit.ly Others: is.gd, snipurl.com, tr.im When posting a link, use Topsy.com to find out how popular/timely the link already is and whether your friends have already tweeted/posted it. Bit.ly provides transparent stats: Add + sign at the end of shortlink eg: bit.ly/123456+ 1. 2.
- 29. Useful Twitter appsTwitter clients: Tweetdeck, Seesmic, Ubersocial, Hootsuite, Twitterrific, Twhirl TweetAlarm, Twilert: Put in a keyword and get emails when others tweet it. Twellow: Search for tweeple Twitpic, Lockerz: Post photos, captions Yfrog, Twitvid: Post videos Twapperkeeper: Archives tweets Spy: http://spy.appspot.com
- 30. Twitter analytics TwitterWeb Analytics (from Twitter, coming soon) Rowfeeder: http://rowfeeder.com/ Tweetstats: http://tweetstats.com Twittercounter: http://twittercounter.com The Archivist: http://archivist.visitmix.com Klout: http://klout.com Twitter Grader: http://tweet.grader.com Twitalyzer: http://twitalyzer.com Monitter: http://monitter.com
- 31. Twitter Basics Settings:ProfileTime Zone/Location Notifications Design Follow Tweet RT @Username Shortlink Reply Messages(DM) #hashtag @Mentions Searches Lists FF Add Image TwitPic TwitVid Selective Tweets Block spammer Who To Follow Trends Tweet Button
- 32. Exercise: Twitter Goto Twitter (set up account, if you don’t already have one) Find a story to tweet Make a shortlink using bit.ly of that story link Post 140-character tweet with the short link Find people to follow Create a list Re-tweet another person’s tweet Post a photo using Twitpic
- 33. Twitter: Best practicesListen: Follow popular tweeters first Share: Find great stuff to share Be authentic Be active! No one is interested if your last tweet was from several months ago. Don’t hard sell: If you are plugging your own product, service, event, cause, say so. Preface with “Shameless plug…” Preface a personal opinion with IMHO , or “My personal opinion is…”
- 34. Sample Twitter Accts/ListsJournalists on Twitter: http://muckrack.com List of Malaysian journalists: http://twitter.com/trinetizen/malaysian-journalists List of Malaysian media: http://twitter.com/trinetizen/malaysian-media List of Malaysian politicians: http://twitter.com/trinetizen/malaysian-politicians List of Malaysian celebs: http://twitter.com/trinetizen/malaysian-politicians List of Malaysian brands: http://twitter.com/trinetizen/malaysian-brands Tip: Always fill “Description” when creating new lists You can create up to 20 lists.
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- 36. Raised RM11,000 +two PC Desktops + Broadband Destiny Starting Point , a home Klang
- 37. Ashton Kutcher vsCNN @aplusk beats @cnnbrk to 1m followers, then donates US$100,000 to buy 10,000 nets for ‘Malaria No More’, a nonprofit which wants to end malaria deaths in Africa by 2015.
- 38. Celebs using Twitter to promote their causes http://twitter.com/Jamie_Oliver http://twitter.com/aplusk http://twitter.com/RyanSeacrest http://twitter.com/oprah http://twitter.com/QueenRania http://twitter.com/JimCarrey http://twitter.com/BillGates http://twitter.com/charlizeafrica List: celebritytweet.com
Editor's Notes
- #4 Passenger on ferry Janis Krums clicked a snapshot with his iPhone of US Airways Flight 1549 partially submerged in the Hudson River and tweets rescue of passengers in Hudson River after plane crash.
- #5 Same pic appeared on front pages of major dailies.
- #8 Pepsi Ad appears in German magazine of “last calorie suicide” found to be insensitive by Tweeters and was immediately killed.
- #11 Botanicalls allows plant to send tweets to owner when it is running low on moisture. US$99.99 for the kit.
- #21 Zappos is a company that believes in a good customer experience and that repeat customers are the key to success.
- #22 Zappos has put culture first by launching twitter.zappos, com, a site that pulls in live feeds of all their employees who are on Twitter and of anyone who mentions Zappos on Twitter. It’s a constantly evolving conversation, a patchwork that represents their culture, but it’s also a completely transparent way to show how they are communicating with their customers - not just a company providing a service, but human to human conversation. Within a month of starting his Twitter account, the CEO has been sharing what he is up to personally and professionally and providing behind the scenes information about working at Zappos. It’s about customer service, it’s brand building, it’s reputation management, it’s CRM. But what does that do for the bottomline?
- #23 Zappos customers become evangelists of the brand.
- #24 I wrote Tony Hsieh an email after he said he would send anyone the Zappos Culture Book, then tweeted about it and received immediate reply from @Zappos_Service and three days later the UPS guy showed up outside my house in Malaysia. It arrived in 72 hours all the way from Vegas. Cool.
- #36 Twestivals are events run via Twitter. In September 2008, a group of Twitterers based in London UK decided to organise an event where the local Twitter community could socialize offline; meet the faces behind the avatars, enjoy some entertainment, have a few drinks and tie this in with a food drive and fundraising effort for a local homeless charity. The bulk of the event was organized in under two weeks, via Twitter and utilized the talents and financial support of the local Twittersphere to make this happen. Around the world similar stories started appearing of local Twitter communities coming together and taking action for a great cause. Twestival was born out of the idea that if cities were able to collaborate on an international scale, but working from a local level, it could have a spectacular impact. By rallying together globally, under short timescales, for a single aim on the same day, the Twestival hopes to bring awareness to this global crisis.
- #37 First Malaysian twestival was held at Mist Club, Bangsar, Sept 12, 2009. They raised RM11k and had two PCs with broadband connection donated to Destiny Starting Point a home for delinquent boys in Klang. Various sponsors such as Air Asia, Digi, Tiger, 1901 Hotdogs, Crocs, GSC, Cupcake Chic and NZ Natural Ice Cream.