This document contains notes from a presentation on using Twitter for business purposes. Some key points include: Twitter can be an easy social media platform for businesses to use due to its free cost, ease of setup, and ability to quickly share short messages. Businesses can use Twitter for customer service, sharing timely industry information, and creating relationships with customers. Examples are given of how companies like Comcast, Zappos, and Skittles utilize Twitter for marketing and customer engagement. Contact information is provided for the presenter, John Dye, for any additional questions.

1. p 801 295 9820
f 801 951 5815
www.fluid-studio.net
1065 South 500 West
Bountiful, Utah 84010

2. How many
have heard of
Facebook?
Twitter?
LinkedIn?
YouTube?

3. How many
are on
Facebook?
Twitter?
LinkedIn?
YouTube?

4. Contact me:
Text “dyejo” to 50500
John Dye
cell: 801.631.4736
email: johnd@fluid-studio.net
web: www.fluid-studio.net
Twitter: @dyejo
Free service provided by
http://contxts.com

5. Before we begin . . .
I am a firm believer in principles—out of the chute,
you should know there is no “silver bullet”

6. We all have
a circle of
influence. Circle of Concern What you
care about.
People are
influenced
by those they
trust What you can
do something
about.
Circle of Influence

7. People do not
want to be
sold to—they
want to
interact and
be heard

8. You cannot
control the
conversation,
but you can
participate
in it

9. The younger
your customer,
the less
credible the
traditional
“hard” market-
ing sell is

10. The 4 P’s of
marketing
(product, price,
place, promotion)
still exist, but the 3
R’s (relevant, real,
responsive) are
rising quickly in a
web 2.0 world, and
will result in a 4th
R—relationship

11. What is
Twitter?
The answer to
“what are you
doing” in 140
characters
or less

12. Twitter Video (here)

13. Twitter is a giant cocktail party where you can join the
conversation at will and flit in and out

14. A lot of people ask: Why would anyone want to do this?

15. Twitter’s
Growth
RANK Site Feb 08 Feb 09 % growth
1 Twitter.com 475,000 7,038,000 1382%
2 Zimbio 809,000 2,752,000 240%
3 Facebook 20,043,000 65,704,000 228%
4 Multiply 821,000 2,394,000 192%
5 Wikia 1,381,000 3,758,000 172%
source: Nielsen NetView, 2/09, U.S., Home and Work

16. Age Group Unique Audience Composition %
Twitter’s 2-17 250,000 3.6
Users 18-24 ** **
25-34 1,379,000 19.6
35-49 2,935,000 41.7
55+ 1,165,000 16.6
65+ 477,000 6.8
source: Nielsen NetView, 2/09, U.S., Home and Work
**These demographics have insufficient sample sizes
In January, 735,000 unique visitors accessed the Twitter
Web site through their mobile phones. The average unique
visitor went to Twitter.com 14 times during the month and
spent an average of seven minutes on the site.

17. Why Twitter might
be the easiest
social media for
your organization
to break into for
creating brand
interactivity 1. Twitter, as a service, is free
and real time
relationships with
your customers

18. Why Twitter might
be the easiest
social media for
your organization
to break into for
creating brand
1. Twitter, as a service, is free
interactivity
2. Getting started is easy
and real time
relationships with
your customers

19. Why Twitter might
be the easiest
social media for
your organization
to break into for
1. Twitter, as a service, is free
creating brand
2. Getting started is easy
interactivity
3. It only takes seconds (and 140 char-
and real time acters or less) to get your point across
relationships with
your customers

20. Why Twitter might
be the easiest
social media for
your organization
to break into for 1. Twitter, as a service, is free
creating brand 2. Getting started is easy
interactivity 3. It only takes seconds (and 140 char-
acters or less) to get your point across
and real time
4. Multitudes of prospects and customers
relationships with
can get your updates
your customers

21. Why Twitter might
be the easiest
social media for
your organization 1. Twitter, as a service, is free
to break into for 2. Getting started is easy
creating brand 3. It only takes seconds (and 140 char-
interactivity acters or less) to get your point across
4. Multitudes of prospects and customers
and real time
can get your updates
relationships with
5. It doesn’t have to be a time-
your customers
consuming activity

22. Why Twitter might
be the easiest
social media for 1. Twitter, as a service, is free
your organization 2. Getting started is easy
to break into for 3. It only takes seconds (and 140 char-
creating brand acters or less) to get your point across
interactivity 4. Multitudes of prospects and customers
and real time can get your updates
relationships with 5. It doesn’t have to be a time-
your customers consuming activity
6. Google loves tweets (and you
should too!)

23. Why Twitter might
be the easiest 1. Twitter, as a service, is free
social media for 2. Getting started is easy
your organization 3. It only takes seconds (and 140 char-
to break into for acters or less) to get your point across
creating brand 4. Multitudes of prospects and customers
interactivity can get your updates
and real time 5. It doesn’t have to be a time-
relationships with consuming activity
your customers 6. Google loves tweets (and you
should too!)
7. Easy way to share updates and links

24. Why Twitter might
1. Twitter, as a service, is free
be the easiest
2. Getting started is easy
social media for
3. It only takes seconds (and 140 char-
your organization acters or less) to get your point across
to break into for 4. Multitudes of prospects and customers
creating brand can get your updates
interactivity 5. It doesn’t have to be a time-
and real time consuming activity
relationships with 6. Google loves tweets (and you
your customers should too!)
7. Easy way to share updates and links
8. Create real time, interactive
relationships

25. How do I
access Twitter?
Web and
mobile devices
via web and
freestanding
applications

26. Three types of messages

27. 1-Standard
message—
visible to all
your followers

28. 2-@
messages—
only visible
to those
followers
who are also
following the
recipient

29. 3-Direct
Messages—
only available
to the
recipient

30. How do I let
people know
I am on 1. Put it on your e-mail signature and
Twitter? business card
2. Put it on your website and blog
3. Follow thought leaders and comment
on their tweets—Interact!
4. Find people who are talking about
your company and follow them

31. How do businesses use Twitter?

32. service-oriented businesses
Use Twitter for customer service and providing assistance
Search.twitter.com allows you to do custom searches for
query strings
You can also create interfaces so your search is dropped
into a web or blog page; this allows a person to actually get
in touch with the prospect or customer in real time
Rhodes Rolls example

33. Socialmention.com allows you to search
social media more extensively

34. information-based businesses
Use Twitter to provide information that is relevant,
timely, and interesting
You can embed links (can compress links through is.gd
or tinyurl.com to save characters)
Your goal is to become a trusted information source—
an expert--—a veritable storehouse of knowledge
You can tweet more as a company, not as a person

35. Strategically create your plan!
1-Gather information
2-Only link to trustworthy sites
3-Follow industry thought leaders and read
what they read
4-Ask questions/seek opinions
twtapps

36. Twitter is a great LISTENING tool

37. Top 100 Twitter Tools
Tweetlater—”repetition is not a bad thing”

38. 70-20-10 Formula:
Share Resources (70) - Successful learning in the 21st Century is not what
you know, but what you can share, so 70% of total Twittertime is spent
sharing information, opinions, links, and tools.
Collaboration (20) - 20% of Tweets are directly responding, connecting,
collaborating, and co-creating with like-minded Twitter colleagues. From these
important tweets, lifelong professional and personal relationships are forged.
Chit-Chat (10) - 10% of Twittertalk is “chit-chat-how’s-your-hat” stuff. It
is in these “trivial” details shared about working out, favorite movies, politics,
and life in general that we connect with others as human beings.
—Angela Maiers, educator, author, blogger

39. Social Media in less than an hour a day

40. Inthisweek

41. Utah Business Magazine

42. Utah Business Magazine
Twitter:
1634 followers
Facebook Page:
54 fans
Facebook Group:
304 members

43. “Social media has allowed Utah Business to garner more participation with our
subscribers than ever before.”
“Social media has created online channels for the business community to
participate in within Utah... social networks are just the place where people
go, everyone knows about [them] and it provides a way for business people to
network more efficiently and with more people.”
—Jared Preusz, Utah Business Magazine

44. Comcast

45. Comcast uses @comcastcares to help
with customer service

46. @comcastcares is a real person, Frank Eliason,
who interacts with customers on Twitter

47. Frank helps customers in real-time

48. Comcast receives a lot of press (and a lot
of happy customers) for this unique way of
interacting with their customer base

49. Zappos.com

50. CEO Tony Hsieh uses Twitter heavily and has
a following of 287,000+

51. 433 Zappos associates are on Twitter

52. Zappos uses Twitter for customer contests
and customer service

53. Zappos gets a lot of press for their unique approach to
customer service and advertising

54. Skittles is now doing some fun things . . .

55. Skittles is now doing some fun things . . .

56. Contact me:
Text “dyejo” to 50500
John Dye
cell: 801.631.4736
email: johnd@fluid-studio.net
web: www.fluid-studio.net
Twitter: @dyejo
Free service provided by
http://contxts.com