Basic overviews of social media, definition, case studies, great tools and exmples

1. Presenter: Susan Burton Lowry Vice President Strategic Services Square One | Consulting

4. social media why?

5. social media Why not? “… The statement at 1:34 about Boston College is false. Incoming freshmen still get @bc .edu e-mail addresses. The school just stopped hosting these accounts on its own server, so the students have to use mail forwarding. Personally, I think the comment about  e-mail being passe is absurd. I am firmly embedded in Gen Y and use e-mail constantly” “… I think you’re pathetic if you  need to use facebook or twitter or whatever to keep up your social life. Just go out and make friends and find out who people really are rather than just like them for who they pretend to be…”

6. Social media tools and online communities are how and where your customers are talking about you . It's a conversation that you need to be aware of, understand, and, in some cases, participate in. definition

7. social media definition

11. top trending words and phrases in U.S. status updates for 2009 .

12. 350 MM 100 MM 50 MM 7-20 MM 13 MM Blogs 84 MM Readers 6 MM members in 45,000 cities

13. a little more detail …

16. Newer Developments

24. >150 MM Bookmarked URLS

25. the power of communities

26. so what have we learned so far?

28. University of Maryland Study : Social Media Adoption By U.S. Small Businesses Doubles Since 2009 Nearly one out of five small business owners are actively using social media in their business. Small businesses are increasingly investing in social media applications including blogs, Facebook pages and LinkedIn profiles. Small Businesses Mainly Use Social Media to Identify and Attract New Customers Small Business

29. Small Business 75% surveyed have a company page on a social networking site 61% use social media for identifying and attracting new customers 57% have built a network through a site like LinkedIn 45% expect social media to be profitable in the next twelve months

33. best practices|industry

35. Listening|Insights Comcast Approach on Listening and on reputation management: “ Two key factors: Searchability and Timeliness. We can not continually look at the same website to see if anything is being said, so we use a variety of search techniques . “

36. Listening|Insights

37. Seeding & Participating

38. Seeding & Participating

39. Seeding & Participating American Express

40. Visibility

41. Visibility

42. Visibility

43. Visibility Small businesses have been especially aggressive in adopting inbound techniques Companies with less than 50 employees earmarked more than three times as much of spending on blogging and social media than larger ones, and 36% more on SEO .

46. New Communications Channel Social Media Tools: Most business comes from people who follow him on Twitter as it’s only way you can find the cart’s location for the day. Approximately 12,000 followers Yelp has also been a valuable source of referrals: The cart has 224 reviews and is rated with 4 and a half stars. The crème brulee man A former construction worker turned crème brulee expert.

47. Even more reach Leverages Collective Buying Power If the minimum number of people sign up, the deal is tendered.

48. Internal Collaboration|Customer Support

50. Q & A

51. Check In location-sharing with friends on the same service or via social network distribution .

52. QR Codes

53. QR Codes

54. Check In/QR/Rewards

55. Getting Real Feedback & Social CRM A hub for social engagement with customers Members help members, Employees help members

56. Training staff and volunteers

57. So Where do You Go From Here?

59. Listening holistic tools

60. Gain Insights using multiple data points

62. Listening personal reputation management

63. Listening

64. Measuring by property

65. Real time

69. Social Media Risks Your Reputation The lesson : Take into consideration when creating events that are designed for blogging women from all walks of life .

70. Social Media Risks Your Reputation

71. Social Media Risks Web 2.0-driven social networking sites like Facebook and Twitter have become attractive targets for phishing and scamming attacks as online criminals follow the latest internet trends that are attracting the most users.

72. Social Media Risks

76. social media Questions? Susan Burton Lowry Vice President Strategic Services square one | consulting