A presentation for ICTT 2013 (International Conference on Travel Technology India) in Kovalam, Kerala. Most of the slides have notes as well.
Conference website: http://icttindia.org/
Related post on my personal blog: http://www.sheilasguide.com/2013/06/11/protect-your-online-reputation-by-listening-and-responding/
My Tourism Currents team and I do online and in-person training in social media for tourism and hospitality - http://www.tourismcurrents.com
This presentation discusses the importance of listening. It defines listening as the ability to understand and respond effectively, noting that 45% of time is spent listening. Good listening involves carefully listening to understand every word in order to act efficiently. Active listening builds stronger relationships by making people feel accepted and acknowledged, creates openness and reduces stress. However, barriers like distractions, preparing a response, and biases can interfere with effective listening. The presentation emphasizes that listening is key to understanding people.
The Art of Listening shows how important is listening in communication and to lead a better life. one will opent the book of life only when one understands the art of listening
This document discusses the importance of listening skills. It begins by explaining that listening is the most used communication skill, taking up 45% of our time, but it is the least taught. It then identifies why listening skills are important for employability. The document outlines common barriers to effective listening and bad listening habits. It describes different types of listening including active listening and reflective listening. It provides tips for effective listening such as avoiding distractions, being open-minded, and paraphrasing. Finally, it emphasizes that listening requires mental effort and involves more than just hearing.
A presentation for the TBEX North America travel creators conference in Lafayette, Louisiana in 2022, about getting more value out of your LinkedIn profiles and Pages.
A presentation for the 2020 Real Places heritage tourism conference, by Sheila Scarborough from Tourism Currents. Related blog post - https://www.tourismcurrents.com/7-questions-to-ask-before-starting-a-tourism-podcast/
The document discusses the importance of having a social media content plan to support marketing goals. It recommends knowing your audience and where they are online, developing different types of content for various goals, and ensuring variety in content format. The process involves knowing your business, audience, developing topics tied to goals, creating a mix of content types, and putting it together in a coherent plan. It provides examples of content types and templates for content planning and measuring performance.
Get more out of your 24 hours: more content in less timeSheila Scarborough
A presentation for Freelance Austin in January 2019. Related post on my personal blog - https://www.sheilasguide.com/2019/05/31/get-more-out-of-your-24-hours-4-steps-to-more-content-in-less-time/
This presentation discusses the importance of listening. It defines listening as the ability to understand and respond effectively, noting that 45% of time is spent listening. Good listening involves carefully listening to understand every word in order to act efficiently. Active listening builds stronger relationships by making people feel accepted and acknowledged, creates openness and reduces stress. However, barriers like distractions, preparing a response, and biases can interfere with effective listening. The presentation emphasizes that listening is key to understanding people.
The Art of Listening shows how important is listening in communication and to lead a better life. one will opent the book of life only when one understands the art of listening
This document discusses the importance of listening skills. It begins by explaining that listening is the most used communication skill, taking up 45% of our time, but it is the least taught. It then identifies why listening skills are important for employability. The document outlines common barriers to effective listening and bad listening habits. It describes different types of listening including active listening and reflective listening. It provides tips for effective listening such as avoiding distractions, being open-minded, and paraphrasing. Finally, it emphasizes that listening requires mental effort and involves more than just hearing.
A presentation for the TBEX North America travel creators conference in Lafayette, Louisiana in 2022, about getting more value out of your LinkedIn profiles and Pages.
A presentation for the 2020 Real Places heritage tourism conference, by Sheila Scarborough from Tourism Currents. Related blog post - https://www.tourismcurrents.com/7-questions-to-ask-before-starting-a-tourism-podcast/
The document discusses the importance of having a social media content plan to support marketing goals. It recommends knowing your audience and where they are online, developing different types of content for various goals, and ensuring variety in content format. The process involves knowing your business, audience, developing topics tied to goals, creating a mix of content types, and putting it together in a coherent plan. It provides examples of content types and templates for content planning and measuring performance.
Get more out of your 24 hours: more content in less timeSheila Scarborough
A presentation for Freelance Austin in January 2019. Related post on my personal blog - https://www.sheilasguide.com/2019/05/31/get-more-out-of-your-24-hours-4-steps-to-more-content-in-less-time/
How to avoid blogger burnout - particularly in tourism - and stay inspired and creative as an online publisher. Presented at the Building Community / Midwest Travel Bloggers conference 2018 held in Clear Lake, Iowa.
Related post on my personal blog - https://www.sheilasguide.com/2018/08/06/avoiding-blogger-burnout-particularly-in-tourism/
Why even small town tourism partners need to be on social media, how they can succeed with it, & WIIFM (What's In It For Me?) why they must figure it out. A presentation for the Brady, Texas / McCulloch County Chamber of Commerce.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
For CVB and DMO sales staff - social media for B2B outreach - social media for tourism B2B - networking on LinkedIn and beyond. Presented in a session with LinkedIn's Head of Travel at eTourism Summit 2016 in San Francisco.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com
Why, How, and WIIFM - Sensible Social Media for Tourism PartnersSheila Scarborough
Why even small town tourism partners need to be on social media, how they can succeed with it, & WIIFM (What's In It For Me?) why they must figure it out. A presentation for the City of Kemah, Texas.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
A Cross-Promotion Marketing Layer Cake for Scenic BywaysSheila Scarborough
A presentation on marketing, cross-promotion, & building community, for the 2016 Heartland Byways Conference for scenic byways, heritage highways, & themed trails.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
A presentation for the tourism track at the GSMS (Government Social Media Summit) in Dubai, Fall 2015.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
Slides from a Tourism Currents social media marketing workshop for Wisconsin Main Street & downtown development partners, in Kenosha, WI.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
How to find and connect with your social media championsSheila Scarborough
This document discusses how to build an army of social media champions to promote tourism. It recommends starting with locals and using search tools like hashtags and Pinterest to find relevant influencers. The best champions are those who connect with the target visitor market through their niche focus. It's important to develop relationships with champions by engaging with them on their preferred channels and meeting them both online and offline. Building champions is a long-term process that requires supporting one's strategic goals and measuring meaningful metrics.
An August 2015 presentation for Lake Charles and Southwest Louisiana tourism partners. Includes tying social media to overall strategy and goals, how to build community online, how to monitor online reputation, and examples of best practices.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com
Why Twitter is the most powerful social media channel for what your visitors expect today: a digital concierge and digital Visitor Center. A presentation for TTIA Travel and Tourism College 2015.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
We also started a list of travel and tourism Twitter chats - http://www.tourismcurrents.com/travel-tourism-twitter-chats/
A presentation on visual social media like Instagram and Pinterest, for the Michigan state tourism conference 2015.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com
Sensible Social Media for Destinations, Attractions, and HotelsSheila Scarborough
Presented as part of a panel at the 2015 New Jersey state tourism conference in Atlantic City, NJ.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at www.tourismcurrents.com
How Locals on Social Media Can Help Destination MarketingSheila Scarborough
For the 2015 Wyoming state conference on tourism and hospitality, in Cheyenne, WY.
At Tourism Currents, we do online & in-person training in social media for tourism. More at www.tourismcurrents.com
All the elements you need for a blog post that meets your destination marketing goals.
Presented at the 2014 Social Media Tourism Symposium (SoMeT) in Nashville, TN.
Tourism Currents does online and in-person training in social media for tourism. Find out more here: http://www.tourismcurrents.com
TBEX North America: Blogger Relationships for the Long HaulSheila Scarborough
Leslie McLellan and Sheila Scarborough talk about how to move beyond one-off press trips or fam tours with travel bloggers. For the 2014 TBEX North America travel blogging conference in Cancun, Mexico.
Tourism Currents does online and in-person training in social media for tourism. Find out more here: http://www.tourismcurrents.com
Social Media for Festivals and Events: Texas Downtown AssociationSheila Scarborough
This document discusses using social media for festival and event marketing. It provides tips for setting goals and utilizing social media before, during, and after an event to raise awareness, encourage participation and sharing, and maintain excitement in the months between events. Key recommendations include identifying goals and target markets, using platforms like Facebook, Twitter and Instagram to engage attendees year-round rather than just when the event is approaching, and encouraging sharing through hashtags and content about sponsors.
The document discusses how tourism organizations can reach niche audiences beyond just travel bloggers by connecting with bloggers in other genres like food, parenting, and crafts. It provides tips for finding these types of bloggers both offline at conferences and online via hashtags and social media. Specific blogger conferences and influencers are mentioned for each niche genre. The goal is to connect with influential bloggers whose audiences align with the tourism organization's target markets.
Nebraska state tourism conference 2014 social media for festivals and eventsSheila Scarborough
The document discusses using social media for festival and event marketing. It recommends determining event marketing goals and target audiences before using social media. It then provides suggestions for using social media before, during, and after events to raise awareness, encourage sharing, and build ongoing engagement and community. The key takeaways are that social media is about building relationships over time, meeting audiences where they are online, and helping attendees share their experiences.
This document discusses social media trends and why tourism organizations should have a presence on social media. It provides statistics on how much time Americans spend on social media versus other activities. It also gives data on the popularity and demographics of major social media sites like Facebook, LinkedIn, Twitter, Pinterest, and Instagram. The document notes that travelers increasingly use smartphones and tablets to access travel information. It recommends that tourism organizations explore opportunities on these social media channels, but also advises that listening and responding to users is often not done well.
Social Media: Why, How, What's In It For You Webster City IowaSheila Scarborough
Why social media matters, how to succeed with social communications, and answering WIIFM - What's In It For Me? Part of an education package for the Webster City, Iowa Area Chamber of Commerce and Hamilton County.
Tourism Currents does online and in-person training in social media for tourism. Find out more here: http://www.tourismcurrents.com
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How to avoid blogger burnout - particularly in tourism - and stay inspired and creative as an online publisher. Presented at the Building Community / Midwest Travel Bloggers conference 2018 held in Clear Lake, Iowa.
Related post on my personal blog - https://www.sheilasguide.com/2018/08/06/avoiding-blogger-burnout-particularly-in-tourism/
Why even small town tourism partners need to be on social media, how they can succeed with it, & WIIFM (What's In It For Me?) why they must figure it out. A presentation for the Brady, Texas / McCulloch County Chamber of Commerce.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
For CVB and DMO sales staff - social media for B2B outreach - social media for tourism B2B - networking on LinkedIn and beyond. Presented in a session with LinkedIn's Head of Travel at eTourism Summit 2016 in San Francisco.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com
Why, How, and WIIFM - Sensible Social Media for Tourism PartnersSheila Scarborough
Why even small town tourism partners need to be on social media, how they can succeed with it, & WIIFM (What's In It For Me?) why they must figure it out. A presentation for the City of Kemah, Texas.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
A Cross-Promotion Marketing Layer Cake for Scenic BywaysSheila Scarborough
A presentation on marketing, cross-promotion, & building community, for the 2016 Heartland Byways Conference for scenic byways, heritage highways, & themed trails.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
A presentation for the tourism track at the GSMS (Government Social Media Summit) in Dubai, Fall 2015.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
Slides from a Tourism Currents social media marketing workshop for Wisconsin Main Street & downtown development partners, in Kenosha, WI.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
How to find and connect with your social media championsSheila Scarborough
This document discusses how to build an army of social media champions to promote tourism. It recommends starting with locals and using search tools like hashtags and Pinterest to find relevant influencers. The best champions are those who connect with the target visitor market through their niche focus. It's important to develop relationships with champions by engaging with them on their preferred channels and meeting them both online and offline. Building champions is a long-term process that requires supporting one's strategic goals and measuring meaningful metrics.
An August 2015 presentation for Lake Charles and Southwest Louisiana tourism partners. Includes tying social media to overall strategy and goals, how to build community online, how to monitor online reputation, and examples of best practices.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com
Why Twitter is the most powerful social media channel for what your visitors expect today: a digital concierge and digital Visitor Center. A presentation for TTIA Travel and Tourism College 2015.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com/
We also started a list of travel and tourism Twitter chats - http://www.tourismcurrents.com/travel-tourism-twitter-chats/
A presentation on visual social media like Instagram and Pinterest, for the Michigan state tourism conference 2015.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at http://www.tourismcurrents.com
Sensible Social Media for Destinations, Attractions, and HotelsSheila Scarborough
Presented as part of a panel at the 2015 New Jersey state tourism conference in Atlantic City, NJ.
At Tourism Currents, we do online & in-person training in social media for tourism & hospitality. More at www.tourismcurrents.com
How Locals on Social Media Can Help Destination MarketingSheila Scarborough
For the 2015 Wyoming state conference on tourism and hospitality, in Cheyenne, WY.
At Tourism Currents, we do online & in-person training in social media for tourism. More at www.tourismcurrents.com
All the elements you need for a blog post that meets your destination marketing goals.
Presented at the 2014 Social Media Tourism Symposium (SoMeT) in Nashville, TN.
Tourism Currents does online and in-person training in social media for tourism. Find out more here: http://www.tourismcurrents.com
TBEX North America: Blogger Relationships for the Long HaulSheila Scarborough
Leslie McLellan and Sheila Scarborough talk about how to move beyond one-off press trips or fam tours with travel bloggers. For the 2014 TBEX North America travel blogging conference in Cancun, Mexico.
Tourism Currents does online and in-person training in social media for tourism. Find out more here: http://www.tourismcurrents.com
Social Media for Festivals and Events: Texas Downtown AssociationSheila Scarborough
This document discusses using social media for festival and event marketing. It provides tips for setting goals and utilizing social media before, during, and after an event to raise awareness, encourage participation and sharing, and maintain excitement in the months between events. Key recommendations include identifying goals and target markets, using platforms like Facebook, Twitter and Instagram to engage attendees year-round rather than just when the event is approaching, and encouraging sharing through hashtags and content about sponsors.
The document discusses how tourism organizations can reach niche audiences beyond just travel bloggers by connecting with bloggers in other genres like food, parenting, and crafts. It provides tips for finding these types of bloggers both offline at conferences and online via hashtags and social media. Specific blogger conferences and influencers are mentioned for each niche genre. The goal is to connect with influential bloggers whose audiences align with the tourism organization's target markets.
Nebraska state tourism conference 2014 social media for festivals and eventsSheila Scarborough
The document discusses using social media for festival and event marketing. It recommends determining event marketing goals and target audiences before using social media. It then provides suggestions for using social media before, during, and after events to raise awareness, encourage sharing, and build ongoing engagement and community. The key takeaways are that social media is about building relationships over time, meeting audiences where they are online, and helping attendees share their experiences.
This document discusses social media trends and why tourism organizations should have a presence on social media. It provides statistics on how much time Americans spend on social media versus other activities. It also gives data on the popularity and demographics of major social media sites like Facebook, LinkedIn, Twitter, Pinterest, and Instagram. The document notes that travelers increasingly use smartphones and tablets to access travel information. It recommends that tourism organizations explore opportunities on these social media channels, but also advises that listening and responding to users is often not done well.
Social Media: Why, How, What's In It For You Webster City IowaSheila Scarborough
Why social media matters, how to succeed with social communications, and answering WIIFM - What's In It For Me? Part of an education package for the Webster City, Iowa Area Chamber of Commerce and Hamilton County.
Tourism Currents does online and in-person training in social media for tourism. Find out more here: http://www.tourismcurrents.com
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Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at ☎ 9928909666. Experience luxury at unbeatable prices.
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This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
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These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
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McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
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2. @SheilaS
@TourismCurrents
What We'll Talk About
● How to listen (monitor) online
● How to answer the social media
"telephone" when it rings!
● Listening & responding = good
customer service
● Act the same way online & offline
7. @SheilaS
@TourismCurrents
To Listen Online, You Need....
● To know when someone is
already talking about you
● Active response to mentions
● To use search engines to find
content about you
● Seek & review, possibly respond
11. @SheilaS
@TourismCurrents
Google Tools for Listening
● Google Alerts
● Brand name, keywords
● Blog & Image search engines
● Search on YouTube
● Google Analytics
● When someone links to you
35. @SheilaS
@TourismCurrents
Takeaways
● Answer the (social media) telephone
● Links, Twitter @ mentions, tags on
Facebook, LinkedIn, Google+
● Use search engines to find content
● Comment & share
● Listen to your customers, & respond!
● Act the same way online & offline
36. @SheilaS
@TourismCurrents
Photo Credits
● Head (courtesy tinou bao Flickr CC)
● Spock ears (courtesy Tom Brogan Flickr CC)
● Dell Social Media Center (courtesy Dell on
Flickr CC)
● Kansas City SocMed Ctr (courtesy VisitKC on
Tumblr)
● Customer service (courtesy US Nat'l Archives
Flickr Commons)
● All other photos & screenshots are my own
How and why to listen to the online conversations that matter to your business, attraction or destination, and how that applies to online reputation management, by Sheila Scarborough of Tourism Currents, for ICTT India 2013 (International Conference on Travel Technology) in Kovalam, Kerala
Summary of the presentation.
You can't protect your reputation and brand if you don't know what people are saying about you.
We all have TWO ears but only ONE mouth. Listen more than you talk.
When you listen first, you will know what to say when it is time to talk. Your customer conversations online are market research that is waiting for you to pay attention.
How to get better at hearing the online conversations that matter.
Start with passive social media monitoring, just to see what is already being said. Collect data. Talk within your organization about how you want to start responding (set up a system for who will do what.) Once you are comfortable with passive, then actively seek out brand mentions via search engines.
Dell is only one of many major brands that have extensive listening stations to monitor mentions of their brand. This is very elaborate, but anyone can have some sort of a dashboard or system.
This is the social media command center for a major sports event in Kansas City; the MLB All-Star Game. It was a joint project with the local tourism organization and Social Media Club volunteers. More info in this blog post from VisitKC - http://blog.visitkc.com/2012/06/21/social-media-takes-command-in-kc-for-2012-mlb-all-star-game/ Consider such a system for one or more of your big events, conferences or festivals.
People discussing you on social media (especially when they link to you, tag you on Facebook/LinkedIn/Google+ or @ you on Twitter) is like a telephone ringing. Answer the social media telephone!
Basic tools in your search toolbox. Google Alerts are free. Note specialized Google search engines just for blogs and images/photos. YouTube is the 2 nd largest search engine in the world, and owned by Google. Know when someone links to you! Analytics will tell you.
Two other tools to monitor online mentions of you, your brand or keywords that are important to you. Google Alerts have been very erratic for me and many others lately, so I've been experimenting with Talkwalker. Good so far. Social Mention is a type of dashboard.
Let's step through some examples of managing your online presence by being responsive and helpful.
What follows is an example of good online listening & responding. Here is a blog post about the Silver Skate [winter] Festival in Edmonton, Alberta, Canada
Here is a comment/response on the blog post from the Festival Producer. Great example of how to respond online to content about you.
The Festival Twitter account also shared the blog post link with their followers; another great example of how to respond. Sharing is appreciated!
Let's talk about how to monitor discussions on Twitter.
First, always monitor @ mentions of you or your brand, and answer whenever possible. Here is an example of the US Amtrak train system account responding to a tweet about their service on the Heartland Flyer route from Fort Worth, Texas to Oklahoma City.
To catch other conversations, use Twitter's own search engine. Here is the URL.
Here is Twitter's search engine with a search string for Kovalam, Kerala
Here is one of the tweets I found when searching for Kovalam, Kerala Twitter mentions. This person is based in New Delhi. He has 124,000+ followers on Twitter.
Another way to monitor Twitter is through a dashboard service like TweetDeck or Hootsuite.
This is what the TweetDeck dashboard layout looks like. These are columns for: 1) Interactions with my business, the Tourism Currents Twitter account. 2) The #FriFotos hashtag for themed photo sharing on Fridays. 3) A column for any tweets about Alappuzha OR Alleppey, a tourist attraction in Kerala
As with Twitter @ mentions, always monitor and respond to being tagged on Facebook. Here is a coffee company answering a tagged update.
Here is an example of good customer service and interaction on a farm's Facebook Page.
LinkedIn tagging is new. Brands can't tag people or other brands yet, or at least I haven't been able to on the Tourism Currents LinkedIn Company Page.
Active TripAdvisor response by the manager and owner, plus many photographs, convinced me to book the Rodeway Inn in Berkeley, California, even though I was skeptical at first of its quality.
One of the reviews by a Rodeway Inn guest.
The response to it from Rodeway Inn management, saying thank you for the review. Nice work!
Ask for reviews if you want them, and make it easy for people. Show them where to go. Here is an example in a hotel in the Lehigh Valley, Pennsylvania
You would not ignore customers offline/standing in front of you, would you? So, don't ignore them online, either.
If you know how to provide good customer service offline, you know how to do it online. You simply have to learn how to use the tools, like blog post comments, tweets, Facebook, etc.
Reminder: two ears, one mouth. Listen more than you talk! :)
Original photos on Flickr Creative Commons are hyperlinked in the slide