Businessfocus09
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Social media are online platforms that allow users to interact, connect and share content. Twitter is a microblogging service that allows users to post messages of up to 140 characters. While Twitter started as a personal platform, many businesses now use it for branding, marketing and customer service. The document provides examples of how companies like Virgin Trains and Domino's Pizza have used Twitter successfully in customer relations and crisis management. It also outlines best practices for businesses to engage customers on Twitter through transparency, honesty and authenticity.
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- 1. Social Media & Twitter David Hollands-Hurst a451 Search Engine Marketing
- 2. What is Social Media? Social media are media designed to be disseminated through social interaction, created using highly accessible and scalable publishing techniques. Social media supports the human need for social interaction, using Internet- and web-based technologies to transform broadcast media monologues (one to many) into social media dialogues (many to many). It supports the democratization of knowledge and information, transforming people from content consumers into content producers. http://en.wikipedia.org/wiki/Social_media
- 3. What is Social Media? We say… A conversation online
- 4. Types Of Social Media Social Networks Blogs Wikis Podcasts Forums Content Communities Micro Blogging
- 5. Social Media Users Facebook 200 m MySpace 100 m Bebo 40 m Twitter 20 m
- 6. A public micro-blogging service limited to 140 characters “What is Twitter? We don't know. A big mistake would be to think we've figured it all out“ Biz Stone
- 7. Twitter Facts 58.4 Million Unique Visitors (September 2009) Growth +1,500% Annually Tweets per minute up to 27,000 Market Value $1 Billion - No Revenue
- 10. Using Twitter Gathering Information - Listen Sharing Information - Participate Comment - Engage Links - Influence
- 11. Twitter Etiquette Be yourself Complete Bio and Picture Transparent about work/employer Ok to follow people you don't know Ok to unfollow people Ok to @reply someone a question or comment Direct Message DM for 1 to 1 conversation Promote others Don't feel you have to read every tweet
- 12. Twitter and Business Majority of businesses not using Social Media Twitter is dominant tool for Social Media Primary reason Brand/Company Positioning Less important reason is lead generation O2 Business Marketing Survey
- 13. Why Twitter for Business? Ease of Entry New source of traffic to Web site Networking Used for search after Google and YouTube News, opinion and happenings Fast help and feedback You can get your message across in "real time"
- 14. Case Studies Customer Relations - Virgin Trains offers, information, taking action, listening, educating Crisis Management - Domino's Pizza Twitter, YouTube, responed quickly, limited Tsunami effect Product Promotion - Dell Computers Special offers, Segmented users, built trust factor
- 15. 5 Questions 1. What is your goal for Twitter? 2. How will your organisation use Twitter? 3. What resources will you need? 4. What actions do you want followers to take? 5. Do you have policies in place?
- 16. Twitter Policy In the world of social media honesty is the only policy. Open Honest Authentic
- 17. Thank you David Hollands-Hurst a451 david@a451.co.uk twitter.com/hollandshurst twitter.com/a451 www.a451.co.uk