This document discusses social media conversation management. It notes that social media platforms like Facebook, Instagram, and Twitter now have billions of users worldwide and that public social media is now the norm. It emphasizes the importance of being part of the community on social media, talking with customers rather than at them, and understanding what, how, and why when managing conversations. It also stresses that businesses are no longer fully in control of conversations and that is acceptable.

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Social Media
Conversation Management

2. KEVIN HEYLEN
Owner & Conversation Manager @ Think Tomorrow

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Social Media
Conversation Management
Wat, waarom & hoe?
Meer fans
Insights & Edge Rank
Strategie & plan

5. 1 000 000 000 users
170 000 000 users
130 000 000 users

6. USA: 2,1 netwerken
Brazilië: 3,1 netwerken
India: 3,9 netwerken
Europa: 1,9 netwerken

7. Public is the new social

13. But do you really care?

21. http://www.youtube.com/watch?v=pqHWAE8GDEk

31. Conversation Management

33. Be part of the communty.
Don’t take the lead

34. Talk with you customers
not at your customers

36. What
How
Why

37. What
How
Why

38. What
How
Why

41. You are no longer in control
And that’s OK

44. Social media & Helpdesk

45. Social media & Helpdesk

46. 4 manieren voor
meer fans of followers

53. Return On Investment

54. A ttention
Intrest
Desire
A ction

57. Strategie opstellen
Doelgroep Missie op LT
Hun behoeften Sociaal gedrag
SWOT ROI
Competition
Doelstellingen
Targeting en timing