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5/19/09




8 Principles for Using Social Media
Effectively
                Beth Kanter, Visiting Scholar Packard Foundation


                                             Flickr photo by euart




                                       Effective Social Media



                    Strategy


                   Learning


                   Capacity



                    Culture




                                           Flickr Photo by toby_maloy




                                                                             1
5/19/09




                                     The Tower and The Cloud




                                        Flickr photos by jamesjordan




How are they different?

      Traditional Media                                     Social Media
         Brand in control                                     Audience in control

 One way / Delivering a message                  Two way / Being a part of a conversation

      Repeating the message                              Adapting the message/ beta

      Focused on the brand                        Focused on the audience / Adding value

            Educating                                       Influencing, involving

   Organization creates content                     User created content / Co-creation




Source: Slide 10 from quot;What's Next In Media?quot; by Neil Perkin




                                                                                                 2
5/19/09




Social Media: Strategy Blocks
                                                                            Community
                                                                             Building &
                                                                               Social
                                                          Generate          Networking

                                          Share             Buzz
                                          Story

                    Participate
      Listen




  Crawl ………..……Walk …….…….. Run ……..…………….Flyl




  acticaches
  Tool Selection
                                                                            Community
                                                          Generate           Building &
                                           Share            Buzz               Social
                                           Story                            Networking

      Listen        Participate




                                      10hr         15hr              20hr
     Pick the right the tools and sites
Less Time                                                                     More time




                                                                                               3
5/19/09




1. Use listening and monitoring techniques
to develop understanding of the audience




                                                  4
5/19/09




        The Red Cross Case Study:
        Listening Comes First


                      • First project was a
                        listening project over two
                        years ago
                      • People were talking and
                        they needed to listen
                      • At first, felt like going to
                        war, but changed internal
                        perception of social media




Listen: Monitor, Compile, Distribute




                                        Wendy Harman




                                                            5
5/19/09




Listen: Leads to Participation


                       “I took an American Red Cross
                         class I thought was less than
                         satisfactory. […] Someone
                         found my blog post and told
                         the local chapter director. He
                         called me to talk about it
                         honestly. […] They care about
                         me and they’re willing to go
                         the extra mile. […] This gives
                         the American Red Cross HUGE
                         points. I am now significantly
                         more likely to take another
                         class than I was before.” -
                         Blogger




Listen: Everyone in the Network is Listening




                                                               6
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Listen: What’s the Value?



                        • Changes internal perception of
                        social media value
                        • Improves relationships with
                        audience and identifies influencers
                        • Incremental improvements for
                        campaigns
                        • Working with affiliates




 Email Marketing




                                             Social Media




2. Engage in two-way conversation with audience versus blasting
out message




                                                                       7
5/19/09




People share
their wildlife
sightings




                      8
5/19/09




3: Build relationships with influencers in their social media
online space




                                                                     9
5/19/09




        Results
        7,600+ unique visitors in a single
        hour

        More than 35,000 unique
        visitors in one day (best ever)




Empowering supporters
without loosing control …




                                                 10
5/19/09




4. Makes it easy for their supporters to remix and distribute their content




                                                                                  11
5/19/09




     9:00                     • Monitor RSS

     9:30                     • Twitter

   10:00                      •Content Creation

   11:00                      •Social Networking
5: Allocate enough staff time and has the expertise to implement strategy




                                                                                12
5/19/09




                                                               Well,
                                                             maybe not
                                                               dead




6. Uses the right metrics to understand what is and what isn’t working




                                                   Engagement
                                 Create
                                                   Metrics


        Critic                                            Comment

                                    5

                 Collect                          Click




                                                                             13
5/19/09




7. Launches small pilots and reiterates and understands how to fail in
the right way




                                                                             14
5/19/09




Culture:
 8: Assessed organizational culture and has strategies to address
fears, concerns, and other barriers to adoption




Common Concerns
Loss of control over their branding
and marketing messages
Dealing with negative comments
Addressing personality versus
organizational voice (trusting
employees)
Fear of failure
Perception of wasted of time and
resources
Suffering from information overload
already, this will cause more




                                                                        15
5/19/09




                                     Can employees participate on
                                     organization time?

                                     Should there be an oversight
                                     committee?

                                     Should the organization indicate
                                     what employees do with their
                                     personal use of social media?

                                     Should employees disclose or hide
                                     their organizational affiliation?

                                     Discussion on possible scenarios
                                     and resulting decisions




Eight Principles
1.   Listen
2.   Engage
3.   Relationships with influencers
4.   Make it easy to remix and distribute
5.   Staff time and expertise
6.   The right metrics
7.   Small pilots and reiterate
8.   Assess organizational culture Allocate
  enough staff time and has the expertise to implement strategy




blasting out message




                                                                             16
5/19/09




             Thank You!

Beth’s Blog
http://beth.typepad.com


Have a blog post topic idea?
beth@bethkanter.org




                                   17

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8 Principles for Using Social Media Effectively, by Beth Kanter

  • 1. 5/19/09 8 Principles for Using Social Media Effectively Beth Kanter, Visiting Scholar Packard Foundation Flickr photo by euart Effective Social Media Strategy Learning Capacity Culture Flickr Photo by toby_maloy 1
  • 2. 5/19/09 The Tower and The Cloud Flickr photos by jamesjordan How are they different? Traditional Media Social Media Brand in control Audience in control One way / Delivering a message Two way / Being a part of a conversation Repeating the message Adapting the message/ beta Focused on the brand Focused on the audience / Adding value Educating Influencing, involving Organization creates content User created content / Co-creation Source: Slide 10 from quot;What's Next In Media?quot; by Neil Perkin 2
  • 3. 5/19/09 Social Media: Strategy Blocks Community Building & Social Generate Networking Share Buzz Story Participate Listen Crawl ………..……Walk …….…….. Run ……..…………….Flyl acticaches Tool Selection Community Generate Building & Share Buzz Social Story Networking Listen Participate 10hr 15hr 20hr Pick the right the tools and sites Less Time More time 3
  • 4. 5/19/09 1. Use listening and monitoring techniques to develop understanding of the audience 4
  • 5. 5/19/09 The Red Cross Case Study: Listening Comes First • First project was a listening project over two years ago • People were talking and they needed to listen • At first, felt like going to war, but changed internal perception of social media Listen: Monitor, Compile, Distribute Wendy Harman 5
  • 6. 5/19/09 Listen: Leads to Participation “I took an American Red Cross class I thought was less than satisfactory. […] Someone found my blog post and told the local chapter director. He called me to talk about it honestly. […] They care about me and they’re willing to go the extra mile. […] This gives the American Red Cross HUGE points. I am now significantly more likely to take another class than I was before.” - Blogger Listen: Everyone in the Network is Listening 6
  • 7. 5/19/09 Listen: What’s the Value? • Changes internal perception of social media value • Improves relationships with audience and identifies influencers • Incremental improvements for campaigns • Working with affiliates Email Marketing Social Media 2. Engage in two-way conversation with audience versus blasting out message 7
  • 9. 5/19/09 3: Build relationships with influencers in their social media online space 9
  • 10. 5/19/09 Results 7,600+ unique visitors in a single hour More than 35,000 unique visitors in one day (best ever) Empowering supporters without loosing control … 10
  • 11. 5/19/09 4. Makes it easy for their supporters to remix and distribute their content 11
  • 12. 5/19/09 9:00 • Monitor RSS 9:30 • Twitter 10:00 •Content Creation 11:00 •Social Networking 5: Allocate enough staff time and has the expertise to implement strategy 12
  • 13. 5/19/09 Well, maybe not dead 6. Uses the right metrics to understand what is and what isn’t working Engagement Create Metrics Critic Comment 5 Collect Click 13
  • 14. 5/19/09 7. Launches small pilots and reiterates and understands how to fail in the right way 14
  • 15. 5/19/09 Culture: 8: Assessed organizational culture and has strategies to address fears, concerns, and other barriers to adoption Common Concerns Loss of control over their branding and marketing messages Dealing with negative comments Addressing personality versus organizational voice (trusting employees) Fear of failure Perception of wasted of time and resources Suffering from information overload already, this will cause more 15
  • 16. 5/19/09 Can employees participate on organization time? Should there be an oversight committee? Should the organization indicate what employees do with their personal use of social media? Should employees disclose or hide their organizational affiliation? Discussion on possible scenarios and resulting decisions Eight Principles 1. Listen 2. Engage 3. Relationships with influencers 4. Make it easy to remix and distribute 5. Staff time and expertise 6. The right metrics 7. Small pilots and reiterate 8. Assess organizational culture Allocate enough staff time and has the expertise to implement strategy blasting out message 16
  • 17. 5/19/09 Thank You! Beth’s Blog http://beth.typepad.com Have a blog post topic idea? beth@bethkanter.org 17