This document discusses the importance and fundamentals of social media for businesses. It begins with an overview of key social media platforms and statistics on user demographics and behaviors. It then addresses common social media myths and the risks of not utilizing social media. The bulk of the document focuses on best practices for social media, including the "4 C's" of customers, content, channels, and community. It provides guidance on social media types, goals, content creation, engagement, and measurement. The document concludes with dos and don'ts for effective social media use.
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Overview
• Social media use!
• Mythbusting!
• Risk of NOT using social media!
• Types of social media!
• 4 C’s!
• Dos and don’ts!
• QORF and your social media!
• Risk management
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Who and where?
• 72% of all internet users are now active on social media!
• 18-29 year olds have an 89% usage!
• The 30-49 bracket sits at 72%!
• 60 percent of 50 to 60 year olds are active on social media!
• In the 65 plus bracket, 43% are using social media!
• Time spent on Facebook per hour spent online by country. The top
three:!
• USA - 16 minutes; Australia - 14 minutes, UK - 13 minutes!
• 71% of users access social media from a mobile device.
Source: http://www.jeffbullas.com/
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Social media myths
• It's free!
• Build it and they will come!
• My customers want to engage with my business!
• I don't have a message!
• Just for kids!
• It's the answer to my business woes!
• It can stand on its own as a communication tool!
• Fool-proof
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You can buy attention (advertising). !
You can beg for attention from the media (PR). !
You can bug people one at a time to get attention
(sales). !
Or you can earn attention by creating something
interesting and valuable and then publishing it
online for free.!
David Meerman Scott
Marketing legend
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Facebook
• great for engagement and sharing ideas!
• excellent analytics for pages!
• biggest social media usage - easy to
reach your demographic!
• cost effective!
• linked to Google!
• privacy is an issue
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Business pages
• Less detail than a personal page!
• GREAT way for business to reach consumers!
• Can advertise!
• Can customise !
• Make it interesting!
• Add links!
• Engage and listen to customers!
• Monitor your page for spam!
• Don’t use a personal page for business!
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twitter
• best channel for direct communication!
• quick and simple to use!
• cost effective!
• has keyword search!
• excellent to drive traffic to web!
• fastest growing
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G+
• lacks the reach of other social media!
• facilitates communication!
• excellent brand exposure to people
outside your circles!
• will continue to grow!
• expected to surpass Facebook for social
sharing in 2016
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LinkedIn
• connect with specific customers via
groups with interests connected to your
brand!
• excellent exposure to business world!
• not a huge referral site but growing
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YouTube
• #2 search engine!
• excellent for customer involvement!
• can entertain, inform, educate and
engage all at once!
• a community!
• drives traffic to web
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blogging
• share knowledge !
• promote your business!
• position yourself as an expert!
• it helps SEO!
• creates two-way conversation!
• sharpens your business focus!
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“We know that people are out in
social media channels seeking
information and researching. We
need to use social media to influence
their buying behavior.”
Source: Harvard Business Review
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Content
• Content is king - words, video, photos !
• Provide information that is valuable to
your customers!
• Be consistent with content!
• It’s not all white papers...
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Writing great content
• know your audience!
• share your knowledge !
• provide valuable information !
• use your authentic voice and be consistent!
• show relevance!
• use stories, pictures, real examples!
• NO JARGON
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Channel
• Which social media channel is right for you?!
• Go where your customers go - know your
target market!
• Facebook is not for everyone!
• What suits your personality?!
• Time and money considerations
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Mobile
• 4 out of 5 consumers use smartphones to shop!
• there are as many connected mobiles as there
are people in the world!
• 70% of mobile searches lead to online purchase
within an hour!
• 80% of time spent on mobile is using an App
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Community
• Engage with customers!
• Encourage and provide tools for them
to engage with each other!
• People WANT to interact!
• Customer generated content - for
customers by customers in the way
customers want to receive information
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Creating community
• Your message needs to be community-worthy !
• Identify the call to action!
• Appoint champions !
• Encourage conversation!
• Provide the tools for engagement!
• Regular community engagement!
• Promote, promote, promote !
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6 steps of measurement
1. Know your goals!
2. Define your audience!
3. Define benchmarks!
4. Define metrics – what is success to you?!
5. Select data collection tools and media!
6. Measure – be data informed not data
driven
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DON’T: forget your goals
• What are your business objectives?!
• Who do you want to talk to? Stakeholders,
community, clients!
• Who is your audience? What is their level
of literacy for your business?!
• What outcomes do you want to achieve?
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• Deliver products and services!
• Education and information sharing!
• Engage with clients and communities !
• Promote programs !
• Announce initiatives!
• Entertain and educate
From a QORF perspective
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Why QORF want you using
social media
• Show leadership within the sector!
• Increase influence !
• Reach and engage with more people!
• Collaborate!
• Be responsive
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What does social media
mean for QORF?
• Increased need to engage with customers
and stakeholders!
• Greater opportunity for increasing influence
and reaching more people!
• Have clear and consistent information and
engagement channels
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• Be clear about your purpose!
• Know your environment and identify changes!
• Link up with QORF and share resources!
• Roll out your social media use (don’t launch)!
• Listen and let this inform your participation
Best practice
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Best practice
• Don’t use industry jargon!
• Identify communities not business groups!
• Have interesting content!
• Focus on the outcomes you want to achieve
- align with KPIs!
• Have a plan
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• Communication is two way!
• Discuss and explain feedback!
• Correct facts not opinions!
• Provide rich content!
• Spark discussion!
• Don’t be afraid to be disliked
Engage by being engaging
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Key to know
• People will engage on topics THEY want to
talk about - not just what you want them to!
• Make sure you talk about what your
audience wants to hear
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Internal risk
• General carelessness !
• Ego!
• Staff leaks - deliberate and accidental!
• Blur between personal and professional!
• Increased use of smart phones
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Privacy tips - general
• Don’t post birthday, address, phone numbers,
credit card info!
• Choose a complex password and change it if you
get hacked!
• Be careful when posting pictures!
• Turn off geo-tagging on twitter and instagram!
• Always sign out after using a shared computer
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Privacy tips - facebook
• Lock down your privacy/sharing to
friends only !
• Set up an email log in alert in case
someone else logs in to your account!
• Make your subscriber search private
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Privacy tips - twitter
• You can set tweets to private - meaning
you vet everyone who wants to follow!
• Don’t auto follow !
• Don’t click on weird looking links!
• Tweets can’t be deleted. Ever. Be careful
what you tweet
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A few tips
• Have a social media policy!
• Think before you post!
• Don’t click on short links eg ow.ly/i/jUvU!
• Beware of messages from people you don’t
know - especially DM with twitter!
• Be careful of geolocation apps such as
Foursquare