This 13 tweet document provides an introduction to using Twitter for business purposes. It begins with an overview of what Twitter is, then covers how to set up a business Twitter account with considerations like choosing a username and profile image. Various Twitter terminology is defined like tweets, hashtags, followers. The document also discusses the business opportunity on Twitter in the UK market and how people commonly share information. Tips are provided like listening first to understand your audience and setting objectives. Examples are given of how companies like Dell Outlet, Comcast, and Whole Foods have successfully used Twitter for customer engagement and marketing.

1. TWITTER FOR BUSINESS
(In 13 tweet tips)
@StephenjatDell © 2010 Dell

2. IN 13 TWEETS WE’LL
COVER...

3. What is Twitter?
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4. TWITTER 101
Courtesy of CommonCraft.com
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5. TWITTER 101
GET STARTED
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6. TWITTER 101
GET STARTED
Things to remember prior to signing up
• Have a Username convention decided
• For personal company account (e.g. nameatdell)
• For company account (e.g. DellHomeUK)
• Centrally administrate the password and use company
email address
• Decide on the logo or image that will be used
• 48x48 pixels – jpg, gif or png (max 700k size)
• Put thought into your One Line Bio
• Design your background to best represent and market
your brand.
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7. TWITTER 101
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8. TWITTER 101
TWITTER SPEAK
Tweet
• 140 character post including all punctuation, links and
spaces
• It is viewable by all
Direct Message (DM)
• It is viewable only by the person who you are sending
it to (DM stephenjatdell)
Auto DM
• Generic DM some people send to a new followers
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9. TWITTER 101
TWITTER SPEAK
Reply or Mention
• Directing a post to another member openly (@)
Retweets (RT)
• Reposting of somebody else’s tweet and giving them
credit.
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10. TWITTER 101
TWITTER SPEAK
Hashtags (#)
• Used to categorise events or subjects
• Easily retrieved by twitter search (e.g. #BR140)
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11. TWITTER 101
TWITTER SPEAK
Followers
• People who have signed up to follow your tweets
Following
• People who you have signed up to follow their tweets
Lists
• Allows you to organise people in smaller groups to
make following easier
Trending Topics
• Most discussed items on Twitter at any given time
(e.g. John Terry)
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12. Opportunity?
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13. BUSINESS OPPORTUNITY
OPPORTUNITY IN THE UK?
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14. BUSINESS OPPORTUNITY
OPPORTUNITY IN THE UK?
• Estimated 13 million users world-wide
• UK has the 3rd largest user base at 7.2% or
nearly 1 million users and 2nd in the total
number of tweets created
• London has the largest percentage of the global
users of any city in the world at 2.08%
Sources: Sysomos – January 2010
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15. BUSINESS OPPORTUNITY
OPPORTUNITY IN THE UK?
June 2009: 22 x increase Sept 2009: Twitter
in traffic year on year overtakes MySpace
Sources: Robin Goad - Hitwise June & September 2009
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16. BUSINESS OPPORTUNITY
WHAT DO PEOPLE SHARE ON
TWITTER?
Twitter has become a
key source of traffic to
other websites.
During May 2009
Twitter was the 30th
biggest source of traffic,
accounting for 1 in
every 350 visits.
Source: Robin Goad Hitwise June09
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17. How do you get started?
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18. TOP TIPS & TOOLS
BEFORE YOU START ENGAGING
 Know your target audience by listening to them first.
 Your objectives need to be relevant to your target
audience.
 Ensure your goals/tactics add value to your audience.
Target audience
Secondary
Primary objective objective
(optional)
Goals/Tactics Goals/Tactics Goals/Tactics
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19. TWITTER OBJECTIVES?
TOP TIPS & TOOLS
BUILD
CUSTOMER
PERSONAL NEWS FEED
SUPPORT
BRANDS
UNIQUE EVENTS
CAMPAIGNS
OFFERINGS (#BR140)
PEER TO CRISIS CUSTOMER
PEER
MANAGEMENT FEEDBACK
NETWORKING
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20. TOP TIPS & TOOLS
TOP TWEET TIP 1
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21. TOP TIPS & TOOLS
TOP TOOL – TWITTER SEARCH
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22. TOP TIPS & TOOLS
TOP TWEET TIP 2
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23. TOP TIPS & TOOLS
TOP TOOL – WEFOLLOW SEARCH FOR TWITTER USERS
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24. TOP TIPS & TOOLS
TOP TWEET TIP 3
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25. TOP TIPS & TOOLS
UTILISE YOUR SPACE
Bio
Background
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26. TOP TIPS & TOOLS
TOP TWEET TIP 4
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27. TOP TIPS & TOOLS
USE YOUR PAGE
Account Name / Handle
Bio
Icon/Image
Background
Other Twitter
accounts this
account is
following
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28. TOP TIPS & TOOLS
TOP TWEET TIP 5
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29. TOP TIPS & TOOLS
TOP TOOL – BIT.LY SHORTEN URLS
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30. TOP TIPS & TOOLS
TOP TWEET TIP 6
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31. TOP TIPS & TOOLS
TOP TWEET TIP 7
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32. TOP TIPS & TOOLS
TOP TOOL – TWITTER COUNTER
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33. TOP TIPS & TOOLS
TOP TWEET TIP 8
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34. TOP TIPS & TOOLS
TOP TOOL – TWITTER DESKTOP APPS
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35. TOP TIPS & TOOLS
TOP TWEET TIP 9
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36. TOP TIPS & TOOLS
TOP TOOL – TWITTER MOBILE APPS
OpenBeak
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37. TOP TIPS & TOOLS
TOP TWEET TIP 10
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38. TOP TIPS & TOOLS
TOP TOOL – TWITTER FEED
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39. TOP TIPS & TOOLS
TOP TWEET TIP 11
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40. TOP TIPS & TOOLS
TOP TWEET TIP 12
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41. TOP TIPS & TOOLS
TWISTORI SHOWS THE QUOTABILITY OF TWITTER
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42. TOP TIPS & TOOLS
TWUMPED
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43. Case studies
43

44. CASE STUDIES
Dell Outlet
Objective
• Share Exclusive
Offers to Followers
Results
• @DellOutlet is in the top 100 Twitter accounts (over 1.5M
followers, increasing by average 6K per day)
• Passive selling, people sign-up to receive discounts
• Expanded into other counties including UK
• Across all our Twitter properties Dell has made $6,500,000 (US)
www.dell.co.uk/twitter www.twitter.com/delloutletuk 44

45. CASE STUDIES
Comcast Customer Care
Objective
• Engage customers
and improve
customer relations
Results
• Regarded widely as a successful customer service channel. -
Handles a small proportion of companies support requests
• Frank Eliason and team listen to customers, and respond within
an hour.
• Over 20,000 issues solved a year
• Over 38,000 followers
@comcastcares 45

46. CASE STUDIES
Whole Foods
Objective
• To interact with
their customers
Results
• Local accounts at every store to promote local event and specials
• Tweets with links to recipes
• Allow customers to give feedback both positive and negative in
tweets
• Over 1.7 million followers
@WholeFoods 46

47. CASE STUDIES
Media Impact With Twitter
Objective
• Share real-time
news
Results
• Media uses twitter as a source of news in real time
• Consumers and companies are sharing news
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48. 48

49. TOP TIPS & TOOLS
TOP TWEET TIP 12
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50. IN SUMMARY...

51. FURTHER READING
 www.chrisbrogan.com/50-ideas-on-using-twitter-for-
business
 http://blogs.telegraph.co.uk/shane_richmond/blog/2
009/01/06/twitter_a_stepbystep_guide_to_getting_s
tarted
 www.readwriteweb.com/archives/5_ways_to_find_
more_friends_on_twitter.php
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52. HAPPY TWEETING!
@StephenjatDell
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