The document provides tips for using social media successfully for organizations. It discusses defining goals for social media use, making a plan, sharing content like photos and stories, acting personally online, contributing meaningful content, building loyalty with followers, providing good customer service to address complaints, collaborating with others, and starting small with social media efforts. The document emphasizes setting goals, allocating needed resources of time and potentially funding, and asking for help.

1. Dreaming of being a social networking pro…

2. Be a Social Networking Pro: Using the power of Facebook & Twitter

3. What are Facebook Pages

4. What are Facebook Applications

5. What is Twitter

6. Twitter can help you…

7. Social Networking: Why you should… and How

8. Each week on facebook

9. REASON #3

10. REASON #2 over 400 million active users in 2010 (had 20 million in 2007, 100 million in 2009) 50% of log on in any given day Average user has 130 friends People spend 500 billion minutes on Facebook every month

11. Reason #1 Four out of five US online adults 50% of adults ages 35 to 44 38% of adults ages 45 to 54 26% of adults ages 55+ Source: North American Technographics Interactive Marketing Online Survey, Q2 2009 Who uses social networking at least once a month?

12. How to put your organization on Facebook

13. 3. 1. (pets) 2. (nonprofit)

14. Profiles vs. Pages 5,000 friend limit Each friend must be “approved” with a click You can like and comment on other pages & profiles You can send and receive messages Facebook username URL right away You can get tagged in photos, notes, videos Depending on your name, profiles might come up first when people search Unlimited fans/likes Anyone can “like” your page, no screening You can NOT like or comment as the page You cannot send messages as “your page” Facebook username URL after 25 fans You can’t get tagged in photos, notes, videos Pages get indexed by Google (choose your page name carefully!)

15. vs. Groups (and what’s a Community Page?) You can “message” (like email) your entire group, and it goes into their “Messages” Inbox (vs. into the Updates folder) as long as you have less than 5,000 members Can be public or require administrator approval for members to join - or even private and by invitation only. You can remove or block Group members Group’s Administrator (personal profile) is visible to all group members Posts on the group page are “from” you personally Introduced April 19, 2010 Similar to business or nonprofit pages but… “ Related” posts automatically show up on wall, you cannot control them Comes up when people are filling out their profiles and typing in their interests on their “info” tab Most don’t come up in searches You can suggest official website if your community name is taken

16. Choose carefully… and monitor your page! *There are no email notifications from Pages. *Supposedly if you use a Profile for a “business”, your Profile may be deleted by Facebook *Consider using SocialSafe backup

17. Page Start

18. Page done

19. Time Saving Tips Scan your group, page & application requests, accept the ones you want, then on the upper right click “Ignore All” Restrict who can post on your wall: Profile: Account >Privacy Settings > Customize Settings> uncheck “ Friends can post on my Wall” Pages: Edit page > Wall Settings

20. Twitter - Get Started Pick a good name: Twitter names are becoming like URL ’s were in the early years of the Internet. (Don ’t use underscores_ when you ’r e creating a user name. Not only does it look amateurish but a number of spammers have hacked into Twitter that way. You don ’t want to look like a spammer. Have a Bio. (“Settings” > “Profile”) A recent Harvard Business Review study showed that 82% of unsuccessful Twitter accounts have little or no bio information. 160 character limit! Start following people. All this means is that you sign up to receive their messages (tweets) and you can message them back. If you follow them, they will most likely follow you. Thank people when they follow you! Be interactive : send out messages (tweets). Ask and answer questions and give value to the community. You don't have to say anything profound - just relevant.

21. Tweeting Tips Update more than once a day, but less than 15 times a day. Always reply to the @reply responses on Twitter. It is someone talking directly to you, your replies to them @username will show up in their sidebar. If you don’t have the time to post on both Twitter and Facebook, you can link the two… Have all your Facebook updates appear on Twitter facebook.com/twitter/ Have all your Twitter updates appear on Facebook http://apps.facebook.com/smarttwitterpages/ Use Twitter a Critter for one-click Tweeting of any pet on AdoptaPet.com! Follow Abbie the Executive Director of AdoptaPet.com at twitter.com/TweetACritter

22. 10 KEYS TO SOCIAL MEDIA SUCCESS

23. 1. Define your goals Increase adoptions? Attract volunteers? Raise donations? Publicize events? Improve public image? Increase community awareness of…?

24. 2. Make a plan

25. 3. Share your pets

26. 4. Public Relations 4. Post photos of your location, staff, events, volunteers Share success stories: fundraising, adoptions, press Monthly or yearly summary reports/updates

27. 5. Be personal and act like a person Speak like yourself, conversationally, informal Give your online presence a name - a real person’s name, or a create a “spokespet”

28. 6. Contribute in a meaningful way Don’t promote yourself in every post Consider what is relevant to your community Win friends by promoting other people’s content if it interests you

29. 7. Loyalty Building Acknowledge when others mention you - can be as simple as clicking “like” or @ thanks Keep your friends, fans & followers up to speed, even share news with them 1st Ask for comments, ideas, even criticism - thank people for their input & respond quickly Let people know who the staff & volunteers are in your organization Share positive feedback (like happy adoption letters) 6.

30. 8. Cusomter Service 8. ALWAYS be helpful & courteous. See criticism as an opportunity - don’t delete, it will just make it worse. Address complaints by offering to talk to them on the phone or in person. Tone is often misunderstood online. Be honest, and polite. Every friend & follower is a potential adopter, donor, volunteer. Word of mouth is the most effective publicity, be it positive or negative.

31. 9. Collaborate 9.

32. 10. start small

33. Summary of 10 Keys to Success Define your goals Make a plan Share your content Public Relations Act like a person Contribute in a meaningful way Loyalty Building Customer Service Collaborate Start small

34. Ask for help if you need it

35. Social Media is not free Resources required may include time and funding for: Training staff or volunteers Creating content Monitoring content

36. Thank you! Jennifer Warner Director of Shelter Outreach [email_address] www.facebook.com/adoptapetcom