Keeping your business going in an emergency with social media. Presentation for the 2011 EPICC Conference at the Justice Institute of British Columbia in New Westminster, British Columbia.
2011 Social Venture Institute - Christopher Roy - Social media for social ven...Christopher Roy
This document discusses the use of social media for social ventures and non-profits. It notes that over 750 million people use social media and brands receive 50 million "likes" per day, showing social media's growing influence. It recommends that social ventures use social media strategically to tell their story, engage customers, and crowdsource ideas in order to build trust and support for their mission.
Fighting For Interest in the Attention EconomyMonique Deziel
The document discusses the challenges and opportunities that marketers face in today's "attention economy", where consumers are constantly distracted by multiple devices and media. People are consuming more media simultaneously and have shorter attention spans. This makes it difficult for advertisements to be effective. Marketers must create unique and shareable content that can capture consumers' fragmented attention. Sponsored content placed within articles and shared on social media has shown success in subtly promoting brands in a way that holds users' interest.
Strategy First: Understanding the Strategic Foundation of Social Media MarketingNick Westergaard
The document discusses the strategic foundation of social media marketing. It begins by emphasizing the importance of understanding why an organization is using social media and having clear goals. It then outlines six common strategic business uses of social media: branding, community building, public relations, market research, customer service, and generating leads and sales. For each use, it provides examples from case studies. It concludes by noting that grounding social media marketing in strategy is critical for success and that understanding customer wants is an important part of defining strategy.
The document discusses research on the effects of social media and photo editing on body image. It finds that easy access to photo editing apps and seeing altered images on platforms like Instagram can cause women and girls to internalize unrealistic beauty standards when comparing their actual appearances. Studies mentioned found that teen girls who used more photo editing felt worse about their looks and had greater eating concerns, while girls as young as 5-7 reported lower self-esteem after being exposed to idealized doll images. The overarching theme is that social media and photo manipulation can negatively impact self-esteem and perception of beauty through social comparison and reinforcement of perfect body ideals.
The document discusses the effects of social media and photo editing on body image. It notes that easy access to photo editing apps has led to unrealistic beauty standards, as women compare themselves to heavily edited photos of celebrities and peers. A study found that teen girls who used more photo editing felt worse about their appearance and had greater eating concerns. Even exposure to dolls can negatively impact young girls' self esteem. The proliferation of edited photos on platforms like Instagram may be reinforcing unattainable beauty ideals.
This document provides guidance on crisis communications for social media. It emphasizes that during a crisis, timely reactions within 24 hours are critical to prevent further escalation. It also stresses the importance of being transparent, acknowledging mistakes, and listening to social media users to build trust. Advanced planning is key, including designating social media teams, monitoring processes, and legal approval for crisis response plans.
This document discusses crisis management strategies for social media. It begins by outlining common causes of social media crises such as misaligned strategies, insensitive community management, poor staffing or training. It then discusses how to respond to crises by being a first responder within an hour, acknowledging complaints, and focusing on transparency and strengthening relationships. Finally, it examines case studies of social media crises at companies like United Airlines and JetBlue to illustrate best practices and pitfalls when issues arise online.
Social Media at Work: How Does Social Media Marketing Get Done — Who, Where &...Nick Westergaard
This document discusses who performs social media work, where and when it takes place, and how to overcome common obstacles. It explains that social media teams typically include community managers, with some organizations having marketing or digital teams handle social accounts. The work often happens outside of regular hours to align with customer timezones. Challenges include ensuring enough time, the right talent, and overcoming fears about losing control. The key is organizing efficiently, providing training, and helping leadership understand the value of social media.
2011 Social Venture Institute - Christopher Roy - Social media for social ven...Christopher Roy
This document discusses the use of social media for social ventures and non-profits. It notes that over 750 million people use social media and brands receive 50 million "likes" per day, showing social media's growing influence. It recommends that social ventures use social media strategically to tell their story, engage customers, and crowdsource ideas in order to build trust and support for their mission.
Fighting For Interest in the Attention EconomyMonique Deziel
The document discusses the challenges and opportunities that marketers face in today's "attention economy", where consumers are constantly distracted by multiple devices and media. People are consuming more media simultaneously and have shorter attention spans. This makes it difficult for advertisements to be effective. Marketers must create unique and shareable content that can capture consumers' fragmented attention. Sponsored content placed within articles and shared on social media has shown success in subtly promoting brands in a way that holds users' interest.
Strategy First: Understanding the Strategic Foundation of Social Media MarketingNick Westergaard
The document discusses the strategic foundation of social media marketing. It begins by emphasizing the importance of understanding why an organization is using social media and having clear goals. It then outlines six common strategic business uses of social media: branding, community building, public relations, market research, customer service, and generating leads and sales. For each use, it provides examples from case studies. It concludes by noting that grounding social media marketing in strategy is critical for success and that understanding customer wants is an important part of defining strategy.
The document discusses research on the effects of social media and photo editing on body image. It finds that easy access to photo editing apps and seeing altered images on platforms like Instagram can cause women and girls to internalize unrealistic beauty standards when comparing their actual appearances. Studies mentioned found that teen girls who used more photo editing felt worse about their looks and had greater eating concerns, while girls as young as 5-7 reported lower self-esteem after being exposed to idealized doll images. The overarching theme is that social media and photo manipulation can negatively impact self-esteem and perception of beauty through social comparison and reinforcement of perfect body ideals.
The document discusses the effects of social media and photo editing on body image. It notes that easy access to photo editing apps has led to unrealistic beauty standards, as women compare themselves to heavily edited photos of celebrities and peers. A study found that teen girls who used more photo editing felt worse about their appearance and had greater eating concerns. Even exposure to dolls can negatively impact young girls' self esteem. The proliferation of edited photos on platforms like Instagram may be reinforcing unattainable beauty ideals.
This document provides guidance on crisis communications for social media. It emphasizes that during a crisis, timely reactions within 24 hours are critical to prevent further escalation. It also stresses the importance of being transparent, acknowledging mistakes, and listening to social media users to build trust. Advanced planning is key, including designating social media teams, monitoring processes, and legal approval for crisis response plans.
This document discusses crisis management strategies for social media. It begins by outlining common causes of social media crises such as misaligned strategies, insensitive community management, poor staffing or training. It then discusses how to respond to crises by being a first responder within an hour, acknowledging complaints, and focusing on transparency and strengthening relationships. Finally, it examines case studies of social media crises at companies like United Airlines and JetBlue to illustrate best practices and pitfalls when issues arise online.
Social Media at Work: How Does Social Media Marketing Get Done — Who, Where &...Nick Westergaard
This document discusses who performs social media work, where and when it takes place, and how to overcome common obstacles. It explains that social media teams typically include community managers, with some organizations having marketing or digital teams handle social accounts. The work often happens outside of regular hours to align with customer timezones. Challenges include ensuring enough time, the right talent, and overcoming fears about losing control. The key is organizing efficiently, providing training, and helping leadership understand the value of social media.
Social media marketing is likened to fishing, with consumers banding together and brands trying to attract them. However, companies approach social media in two ways - some focus on tools and technologies without understanding customer behaviors, missing opportunities, while others understand where their target customers engage online and are more successful in connecting with them. The key is for companies to understand their customers' behaviors in order to effectively engage with them through social media.
Engagement: How Social Media Conversations Create More Engaged Brands Nick Westergaard
This document discusses how brands can create more engaged communities through social media conversations. It emphasizes that engagement is built on authenticity, transparency, and trust. Brands should ask questions to spark conversations and engage with customers respectfully. While there are no hard rules for social media, brands should avoid being too promotional, personal, or polarizing. Building engagement takes time and effort to create an online community through both conversations and shareable content.
Social Media Opportunities & Challenges: What Businesses Need to KnowCheryl Bella
The document discusses opportunities and challenges of social media for businesses. It debunks common myths about social media, such as the ideas that it will save businesses and doesn't cost anything. Examples are provided of different types of social media tools and their common purposes. Guidelines are offered for how businesses can focus their social media efforts, including starting by following others and bringing in tools gradually. Statistics are shared about trends in social media usage among different groups. Tips are provided for how businesses can handle negative comments online.
This document provides 10 rules for effective social media engagement, including establishing a strategy, listening to your audiences, building relationships, establishing an authentic voice, gaining trust, knowing your target audiences, dedicating time to engage, and measuring results. It emphasizes that social media is about building relationships not just transactions, and suggests engaging where your audiences are already present on various social media platforms like Facebook, Twitter, and LinkedIn.
A short exploration of the business value of social media tools - inside and outside the wall.
Presented to the AGM of the Australian Graduate School of Entrepreneurship (http://www.swinburne.edu.au/business/agse/) and for the product launch of IntranetManager.NET (http://www.elcom.com.au/Newsletters/IM-Launch/IM-Launch/default.aspx).
It was just lucky that two groups asked me to present on essentially the same content on consecutive days.
A transcript of the talk is available at http://www.acidlabs.org/2008/11/17/why-are-we-even-arguing-about-this/.
A pecha kucha styled presentation on how social media has influence PR and Marketing. Conducted for a group of college students at St. Ambrose University, Davenport, Iowa
The document discusses how social media objectives impact outcomes. It emphasizes the importance of having a social media strategy in place before launching any initiatives. An effective strategy starts with understanding your business objectives and determining how social media can help achieve them. The strategy also requires defining the target audience, relevant channels, appropriate content, and metrics for measurement. Developing a strategy ensures social media efforts are aligned with business goals and resources are effectively managed for desired outcomes.
The document discusses various topics related to social media and the social web. It provides summaries of articles about how Google is ranking influencers on social networks, how the social web influences search, and how corporate blogs can attract audiences. It also lists the 25 most influential people on the web according to their impact and role, and discusses how companies are using Twitter to bolster their brands by engaging with customers.
Joanne Jacobs: How to use Social Media for Small BusinessLike Minds
This document discusses tools and strategies for social media use by local businesses. It identifies key social media tools including social networks, business networks, real-time messaging, rich media sites, social bookmarking, blogs and RSS feeds. It recommends choosing tools based on business goals like establishing authority, customer service, advertising, community engagement or product development. The document provides examples of how to effectively engage with customers online, allocate staff time to social media, and track performance metrics like brand mentions, workload reduction, brand awareness and sales.
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measur...Michael Pranikoff
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measure its Effectiveness - IABC Cleveland Technology Petting Zoo – April 14, 2011. Presentation by Michael Pranikoff, PR Newswire Global Director of Emerging Media
Learning, influence and trust through social mediaJoanne Jacobs
This document discusses how social media can facilitate organizational learning. It identifies different learning styles supported by social media platforms and notes the importance of trust and stories from influencers. Specifically, it describes how influencers serve as both a channel for sharing knowledge and a location for facilitating discussions. The document recommends that organizations utilize new intermediaries to help connect expertise from influencers to organizational priorities and processes to maximize learning through social media.
The document discusses the importance of social media marketing. It notes that 1 in 3 media minutes are now spent on mobile devices. There is a symbiotic relationship between customers, media industries, and companies as customers use media for entertainment and information while media industries rely on audiences to sell ads and products to. The document provides examples of how to use major social media platforms like Facebook, Instagram, Twitter, Snapchat and YouTube for marketing purposes. It emphasizes that most potential customers are active on social media, so brands should have a presence across different networks to engage customers and shape online discussions.
Integrated Marketing Summit - KC - Social Media PanelChris Kovac
This document summarizes a panel discussion on social media best practices. The panelists discussed establishing social media policies and guidelines, reserving social media profiles to prevent brand hijacking, using free and paid tools to monitor social media conversations, training staff to effectively engage on social media, and how companies like Sprint and H&R Block nurture customer advocates on social media platforms. The discussion focused on listening to customers, responding to resolve issues, building trust through expert content before directly promoting products or services.
Talk aimed at start up businesses and how they should leverage social platforms to promote themselves and their business - went down great - some sceptics initially - but they changed their minds when they saw its relevancy to their businesses.
Birmingham Post: A Regional Newspaper Case Studyjoannageary
***Just to satisfy my curiosity, I would really appreciate it if, if you reuse this slide, you could tell me what it was used for in the comments section. Thanks!***
A case study of the work undertaken by UK regional newspaper the Birmingham Post to engage on social networking platforms and help foster relations with its local online community.
This document provides guidance for marcom professionals on using social media. It recommends starting with measurable marketing objectives and business cases. It discusses listening to the marketplace, using free and paid monitoring tools, developing editorial calendars and message maps, and integrating social media with traditional advertising. The document emphasizes having a digital strategy across multiple channels to support objectives. It also cautions that social media is one part of communications and should be used alongside, not instead of, other channels. Speakers emphasize having a plan and strategy in place before selecting specific social media tactics and technologies.
The document discusses how social media has become an important part of the hiring process. Employers are increasingly researching candidates' online profiles and presence before interviews to screen them and assess their fit for roles. Having visible, professional social media profiles on sites like LinkedIn is now viewed as essential for candidates, as many recruiters and hiring managers use these profiles to evaluate candidates and some have even hired candidates based solely on their online presence and without a traditional interview. The document warns that anything unprofessional found online through these background checks can now negatively impact candidates' employability.
Communications, Social Media & BusinessLars Voedisch
This document discusses the opportunities and threats that social media presents for businesses. It notes that social media allows anyone to publish information, emphasizes conversations, and that brands need crisis plans as attacks can spread quickly online. It also highlights the need for businesses to listen on social platforms to understand customer sentiment and respond appropriately.
This is a presentation from our recent workshop here at Essential Communications. This presentaion provides an outline of social media, from platforms to engagement.
Social media marketing is likened to fishing, with consumers banding together and brands trying to attract them. However, companies approach social media in two ways - some focus on tools and technologies without understanding customer behaviors, missing opportunities, while others understand where their target customers engage online and are more successful in connecting with them. The key is for companies to understand their customers' behaviors in order to effectively engage with them through social media.
Engagement: How Social Media Conversations Create More Engaged Brands Nick Westergaard
This document discusses how brands can create more engaged communities through social media conversations. It emphasizes that engagement is built on authenticity, transparency, and trust. Brands should ask questions to spark conversations and engage with customers respectfully. While there are no hard rules for social media, brands should avoid being too promotional, personal, or polarizing. Building engagement takes time and effort to create an online community through both conversations and shareable content.
Social Media Opportunities & Challenges: What Businesses Need to KnowCheryl Bella
The document discusses opportunities and challenges of social media for businesses. It debunks common myths about social media, such as the ideas that it will save businesses and doesn't cost anything. Examples are provided of different types of social media tools and their common purposes. Guidelines are offered for how businesses can focus their social media efforts, including starting by following others and bringing in tools gradually. Statistics are shared about trends in social media usage among different groups. Tips are provided for how businesses can handle negative comments online.
This document provides 10 rules for effective social media engagement, including establishing a strategy, listening to your audiences, building relationships, establishing an authentic voice, gaining trust, knowing your target audiences, dedicating time to engage, and measuring results. It emphasizes that social media is about building relationships not just transactions, and suggests engaging where your audiences are already present on various social media platforms like Facebook, Twitter, and LinkedIn.
A short exploration of the business value of social media tools - inside and outside the wall.
Presented to the AGM of the Australian Graduate School of Entrepreneurship (http://www.swinburne.edu.au/business/agse/) and for the product launch of IntranetManager.NET (http://www.elcom.com.au/Newsletters/IM-Launch/IM-Launch/default.aspx).
It was just lucky that two groups asked me to present on essentially the same content on consecutive days.
A transcript of the talk is available at http://www.acidlabs.org/2008/11/17/why-are-we-even-arguing-about-this/.
A pecha kucha styled presentation on how social media has influence PR and Marketing. Conducted for a group of college students at St. Ambrose University, Davenport, Iowa
The document discusses how social media objectives impact outcomes. It emphasizes the importance of having a social media strategy in place before launching any initiatives. An effective strategy starts with understanding your business objectives and determining how social media can help achieve them. The strategy also requires defining the target audience, relevant channels, appropriate content, and metrics for measurement. Developing a strategy ensures social media efforts are aligned with business goals and resources are effectively managed for desired outcomes.
The document discusses various topics related to social media and the social web. It provides summaries of articles about how Google is ranking influencers on social networks, how the social web influences search, and how corporate blogs can attract audiences. It also lists the 25 most influential people on the web according to their impact and role, and discusses how companies are using Twitter to bolster their brands by engaging with customers.
Joanne Jacobs: How to use Social Media for Small BusinessLike Minds
This document discusses tools and strategies for social media use by local businesses. It identifies key social media tools including social networks, business networks, real-time messaging, rich media sites, social bookmarking, blogs and RSS feeds. It recommends choosing tools based on business goals like establishing authority, customer service, advertising, community engagement or product development. The document provides examples of how to effectively engage with customers online, allocate staff time to social media, and track performance metrics like brand mentions, workload reduction, brand awareness and sales.
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measur...Michael Pranikoff
Leveraging Social Media Platforms; Techniques and Tools to Monitor and Measure its Effectiveness - IABC Cleveland Technology Petting Zoo – April 14, 2011. Presentation by Michael Pranikoff, PR Newswire Global Director of Emerging Media
Learning, influence and trust through social mediaJoanne Jacobs
This document discusses how social media can facilitate organizational learning. It identifies different learning styles supported by social media platforms and notes the importance of trust and stories from influencers. Specifically, it describes how influencers serve as both a channel for sharing knowledge and a location for facilitating discussions. The document recommends that organizations utilize new intermediaries to help connect expertise from influencers to organizational priorities and processes to maximize learning through social media.
The document discusses the importance of social media marketing. It notes that 1 in 3 media minutes are now spent on mobile devices. There is a symbiotic relationship between customers, media industries, and companies as customers use media for entertainment and information while media industries rely on audiences to sell ads and products to. The document provides examples of how to use major social media platforms like Facebook, Instagram, Twitter, Snapchat and YouTube for marketing purposes. It emphasizes that most potential customers are active on social media, so brands should have a presence across different networks to engage customers and shape online discussions.
Integrated Marketing Summit - KC - Social Media PanelChris Kovac
This document summarizes a panel discussion on social media best practices. The panelists discussed establishing social media policies and guidelines, reserving social media profiles to prevent brand hijacking, using free and paid tools to monitor social media conversations, training staff to effectively engage on social media, and how companies like Sprint and H&R Block nurture customer advocates on social media platforms. The discussion focused on listening to customers, responding to resolve issues, building trust through expert content before directly promoting products or services.
Talk aimed at start up businesses and how they should leverage social platforms to promote themselves and their business - went down great - some sceptics initially - but they changed their minds when they saw its relevancy to their businesses.
Birmingham Post: A Regional Newspaper Case Studyjoannageary
***Just to satisfy my curiosity, I would really appreciate it if, if you reuse this slide, you could tell me what it was used for in the comments section. Thanks!***
A case study of the work undertaken by UK regional newspaper the Birmingham Post to engage on social networking platforms and help foster relations with its local online community.
This document provides guidance for marcom professionals on using social media. It recommends starting with measurable marketing objectives and business cases. It discusses listening to the marketplace, using free and paid monitoring tools, developing editorial calendars and message maps, and integrating social media with traditional advertising. The document emphasizes having a digital strategy across multiple channels to support objectives. It also cautions that social media is one part of communications and should be used alongside, not instead of, other channels. Speakers emphasize having a plan and strategy in place before selecting specific social media tactics and technologies.
The document discusses how social media has become an important part of the hiring process. Employers are increasingly researching candidates' online profiles and presence before interviews to screen them and assess their fit for roles. Having visible, professional social media profiles on sites like LinkedIn is now viewed as essential for candidates, as many recruiters and hiring managers use these profiles to evaluate candidates and some have even hired candidates based solely on their online presence and without a traditional interview. The document warns that anything unprofessional found online through these background checks can now negatively impact candidates' employability.
Communications, Social Media & BusinessLars Voedisch
This document discusses the opportunities and threats that social media presents for businesses. It notes that social media allows anyone to publish information, emphasizes conversations, and that brands need crisis plans as attacks can spread quickly online. It also highlights the need for businesses to listen on social platforms to understand customer sentiment and respond appropriately.
This is a presentation from our recent workshop here at Essential Communications. This presentaion provides an outline of social media, from platforms to engagement.
The document discusses social media marketing and focuses on Facebook and YouTube. It provides definitions of social media and social media marketing. It discusses the lifecycle of social media sites from introduction to growth, maturity, and decline. It notes that social media marketing is not a trend and allows marketers to follow target audiences. The document also covers barriers to social media marketing, implications for brands, and legal issues.
The document discusses social media marketing and focuses on Facebook and YouTube. It provides definitions of social media and social media marketing. It discusses the lifecycle of social media sites from introduction to growth, maturity, and decline. It notes that social media marketing allows companies to follow target audiences as sites go through this lifecycle. The document also covers barriers to social media marketing, implications for brand management and legal issues on Facebook and YouTube.
This Social Media 101 workshop was geared to a government audience. But the slides are equally useful for corporate and small business managers interested in starting or improving a social media program.
This document discusses using social media for marketing purposes. It begins by introducing the author and their background. It then discusses developing personas to identify target audiences, setting goals for social media campaigns, and defining social media. Several major social media platforms like Facebook, Twitter, Google+, and blogs are explained. The document provides tips for creating content, setting a budget, and measuring the results of social media marketing efforts. It emphasizes starting with a strategy rather than just using social media and telling remarkable stories to engage audiences.
Beyond Facebook: Leveraging Other Key Channels in Your Social MarketingMichael Stoner
Handout for the session presented by Patrick J. Powers (@patrickjpowers) and Michael Stoner (@mstonerblog) presented at the Symposium for the Marketing of Higher Education in New Orleans, 13 November 2012.
Measuring Value Of New Media Channels While Combining Them With Traditional C...Shael Sharma
4th Annual Corporate Communications ForumBombay 14-15 May’09:
Measuring Value Of New Media Channels While Combining Them With Traditional Channels To Manage Reputation In A Digitally Connected World
From our Getting Started with Social Media seminar for the St.Catharines Enterprise Centre, Downtown Business Association and St.Catharines and Area Arts Council.
Photo credits coming
This document discusses how social media technologies like Twitter and Facebook are changing how health organizations communicate. It examines communication goals for these new technologies and the importance of mobile devices. Some best practices for health organizations include understanding the social media landscape, prioritizing customer experience, setting clear goals and objectives, and testing and revising strategies.
The document discusses how social media has given everyone the potential for 15 minutes of fame and discusses examples of people who have used social media successfully in their job applications and careers. It notes that while social media provides opportunities, it also presents risks if not used carefully. Overall, the examples showcase creativity, skills, and experience and how social media can be leveraged as a platform to get noticed.
PACE - Get in the Game with Social Media1paramount
The document discusses how businesses can use social media and internet marketing. It provides an overview of popular social media platforms like Facebook, LinkedIn, YouTube, and Twitter. It then discusses how businesses can prepare by assessing their current marketing, optimizing their website, developing content, and building an audience on social media. Case studies are presented of businesses that have successfully used these strategies. The key message is that social media requires an ongoing commitment to build relationships and engage customers across multiple online channels.
ISACA Corporate Guidelines For Social Media EffortsRaul Colon
This document provides guidelines for companies regarding social media efforts. It discusses how different stakeholders view social media and where they typically agree. It also covers understanding strategy, tactics, goals and targets. Additionally, it identifies common risks with social media, discusses how to formulate appropriate policies, and how to plan for crisis management and inevitable issues that may arise.
Social media is an important part of marketing strategy. Key social media platforms include Facebook, LinkedIn, Twitter, YouTube, and review sites like Yelp. Marketers must understand customer behavior on these platforms and engage in two-way communication. Brands can benefit from social media through customer insights, engagement, building relationships and advocacy. However, they also risk losing control of messaging and must provide value to customers. Successful case studies include Dell, American Red Cross, and Intuit engaging customers through multiple social media channels.
Social media is an important part of marketing strategy. Key social media platforms include Facebook, LinkedIn, Twitter, YouTube, and review sites like Yelp. Marketers must understand customer behavior on these platforms and engage in two-way communication to build trust and loyalty over time. Case studies demonstrate how brands like Dell, American Red Cross, and Intuit have improved customer service and engagement by actively listening to customers on social media.
EMG’s expert online marketing analyst Jessica Liu discusses the importance and application of social media intelligence in an adaptive marketing strategy along with a few best practices and real life case studies in this hour long webinar.
Social Media Branding and Engagement for Nonprofit Arts OrganizationsDebra Askanase
A comprehensive overview of social media for the nonprofit arts organization. This presentation introduces the topics of listening, social media strategy, online fundraising and key social media platforms. The slideshow also offers screenshots of performing arts organizations who blog, utilize Twitter, upload photos and share video, and use Facebook.
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1. Keeping Business Going with Social Media Christopher Roy Director of Strategy / Founder Open Directions, Inc. Digital strategies for social good. http://opendirections.com
2. What we’ll talk about Social media context and strategies Business continuity stories Flower pot model Future thinking and experiments
14. “Eventually, the power failed. The radio signal died. Other than Internet postings, there was no public warning.”* * The Globe and Mail Online – May 17th, 2011
20. Socialnetworks in business continuity During the incident: Identify the source Customer complaints Employee dissatisfaction Defective products Disruption of service, etc. Evaluate the severity and do not overreact Formulate a message with care and transparency Remain available during times stakeholders might be impacted Distribute your message in social channels Listen, engage in conversation, build trust George Cowan - Using Social Media for Continuity & Emergency Management
43. Final thoughts on social continuity planning Know why you’re using it Relationships, conversations and trust building Embrace it Vital channel in well planned continuityengagement Understand it Unique culture, real-time nature and increasing use Know its limits Infrastructure dependencies and user-experience Go Canucks…………… Go!
44. Thank you! Christopher Roy Director of Strategy / Founder Open Directions, Inc. Digital strategies for social good. http://opendirections.com
Editor's Notes
There are many platforms. Here are the big onesFacebook – 500+ million users – Largest social network in human historyTwitter – 200+ million usersYouTube – 600+ million users
* Facebook 50 million likes per day for brands - * Facebook Ad Sales Chief Carolyn Everson - May, 2011* Saying yes to affinity and interest
Digital communication is about web values: Being open, listening, amplifying and connecting This is more than tactical tools Fundamental shift in expectations and behaviors Impacting all areas of our culture, politics and business
Strategic thinking, not tactics Know why you are doing it
Strategic thinking, not tactics Know why you are doing it
Gatorade and many other big, mostly commercial brandsWhat does it take to actively engage millions? Communications monitoring teams to listen, learn and engage with their stakeholdersSmart organizations are taking a similar approach on a scale appropriate for their organization
Dominos pizzaUse social to get out in front of issuesSet the tone with media and the communityBe prepared for feedbackSocial media is more than marketing, it’s about engagement
Internet is inherently self healing Dependent on infrastructure in immediate areas Social networks can rally outside of effected areas
The internet is becoming a go to source for real-time information in a disaster Sometimes the internet stays up, but people tend to access it by mobile devices as long as cellular service stays availableEventually, the power failed. The radio signal died. Other than Internet postings, there was no public warning.“They’re saying check our website, check Facebook. Who’s walking around with an iPhone or a laptop?”
Mumbai terrorist attacks: Twitter uses on the ground send vital real-time information Australian Fire Authority used Twitter to send information on fires, how to donate, how to help Red River floods – FEMA communicating with 2,600 users on status FDA recalls pistachios communicating with 3,000 people on the ground
American Red Cross - Social Media in Disasters and Emergencies - August, 2010
American Red Cross - Social Media in Disasters and Emergencies - August, 2010
American Red Cross - Social Media in Disasters and Emergencies - August, 2010 Understand the scope Not everyone is using social tools, not everyone will Conventional business communications channels are still very important in disaster communication
Outline of how things unfold An example
BC FerriesLeading up to long weekendUnexpected crisisAccident – Truck drives off the upper-ramp in Swartz Bay at high-speedBC Ferries social media communication team takes action
BC FerriesGetting better at TwitterResponding in real-timeTrusted sourceAlmost 2800 followers and growing
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
BC FerriesIncident occursWithin minutes social media team takes action
Japan tsunami and nuclear emergencyLack of trust in official communication about radiation levelsOrganic network emerged using social connectionsCommunity reporting radiation levelsMixing official reports with community reporting
Tell stories that build resilience Build interest Build trust
Create the culture of resilience you are looking for
Have fun
Get out in front of challenging or controversial changes
Flower Pot Model for digital programs.Business continuity planPolicy and GovernanceCulture and CapacityMonitoring and MeasuringWebsiteEmail NewsletterCustomer Relationship ManagementSocial NetworksMobile / SMS
The future is mobile and in real-timeSurvey of experts by the Pew Internet & American Life Project:Mobile device will be the primary connection tool to the internet for most people in the world in 2020Communications is increasingly distributed and real-timeThe importance of these tools are increasingOrganizations that engage will become the trusted organizations of tomorrow
Large scale initiatives underway for mobile Emergency Broadcast System SMS alerts are one example Testing later this year for localized Easy to opt, except for messages from the Presidenthttp://www.zdnet.com/blog/gadgetreviews/text-message-emergency-alerts-coming-to-american-cellphones/24599
Location based services and gamingCreating community and engagement around business and locationsStatus, photos and videos collected around placehttp://www.zdnet.com/blog/gadgetreviews/text-message-emergency-alerts-coming-to-american-cellphones/24599