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Twitter 101
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- 2. Twitter • Twitter hasmore than 500 million users • 60% Female, 40% Male • 120,000 tweets are posted every second • 340 Million tweets are posted per day • Every day, 1 million new accounts are created • 43% of Americans are exposed to tweets from traditional media
- 3. Twitter • 64% ofTwitter users are more likely to buy products of brands they follow • 53% of users have recommend companies and products on Twitter • 50% of shoppers have made a purchase based on a recommendation posted on social media • Engagement levels among Twitter users rose from 69% in 2011 to 76% in 2012
- 4. Twitter: Super Bowl •26 Super Bowl commercials included Twitter references. – Four referenced Facebook – One referenced Instagram – One referenced YouTube – Zero referenced Google+ • Twitter increased its hashtag mentions by 300% over the course of 2011
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- 6. Twitter Glossary • Blocking– Action used to keep someone on Twitter from following you or adding you to their lists, resulting in no mentions of them being delivered to your Mentions tab. • Deactivation – A way to remove a profile from Twitter. Information from deactivated profiles remains in Twitter’s system for 30 days. • Direct Message (DM) – Private, 140-character message between two people. You may only DM a user who follows you. • Favorite – To mark a tweet by clicking the yellow star next to a message. Marked posts are housed in your personal “Favorites” section.
- 7. Twitter Glossary • Follow– Subscribing to someone’s tweets or updates. • Follow Count – Quantity of people or accounts you follow, and how many people or accounts follow you. • Follower – Twitter user who has followed you. • Following – Reflects the quantity of other Twitter users you have chosen to follow.
- 8. Twitter Glossary • Handle– Username selected by a user and its accompanying URL (i.e. @BrentSGambill and Twitter.com/BrentSGambill). • Hashtag (#) – The # symbol is used to denote a topic of conversation, allowing users to participate in a larger linked discussion (i.e. #Braves, #MadMen). A hashtag is a discovery tool that allows others to find your tweets, based on topics. You can also click on a hashtag to see all the tweets that mention it in real time – even from people you do not follow.
- 9. Twitter Glossary • Listed– To be included in another Twitter user’s list. Listed numbers and details appear in the statistics section of your profile. • Lists – Curated groups of other users. Used to tie specific individuals into a group on your Twitter account. • Mention (@) – Referencing another user by including the @ sign followed directly by their username (i.e. @LRChamber) in a tweet. Users are notified when mentioned. It is also a way to conduct discussions with other users in a public realm. • Modified Tweet (MT) – Placed before the retweeted text when users manually retweet a message with modifications, for example shortening a tweet.
- 10. Twitter Glossary • Name– A listing separate from your handle. It can be different from your username and is used to locate you on Twitter. Must be 20 characters or fewer. • Profile Picture – Personal image uploaded to your Twitter profile via the Settings tab of your account. • Promoted Tweets – Tweets that businesses have paid to promote. They appear at the top of search results on Twitter. • Protected/Private Accounts – Twitter accounts are public by default. Choosing to protect your account means your tweets will only be seen by approved followers and will not appear in search results.
- 11. Twitter Glossary • Reply– Tweet posted in reply to another user’s post, usually posted by clicking the “reply” button next to their tweet in your timeline. Always begins with @username. • Retweet (RT) - Re-posting or giving credit to someone else’s tweet. The retweet button allows instant sharing of another’s full embedded post. • Retweet with Comment - Re-posting or giving credit to someone else’s tweet by manually cutting and pasting content into a post.
- 12. Twitter Glossary • Timeline– Real-time stream of tweets you see on your homepage. It’s comprised of updates from users you follow. • Trends – Subject algorithmically determined to be one of the most popular topics at the moment on Twitter. • Tweet – 140-character message. • Unfollow – To cease following another Twitter user. Their tweets no longer show up in your timeline.
- 13. Twitter Glossary • URL– Uniform Resource Locator (URL) is a web address that points to a unique page on the Internet. • URL Shortener – Turns a long URL into a shorter URL. Shortening services can be found online (i.e. Bitly, TinyURL). • Username – Also known as a Twitter handle. Must be unique and contain fewer than 15 characters. Is used to identify you on Twitter for replies and mentions. • Verification – Process whereby a user’s Twitter account is stamped to show that a legitimate source is authoring the account’s tweets. Sometimes used for accounts who experience identity confusion on Twitter.
- 14. Twitter Tips: Branding •Consistency – Handles – Bios • Official Page • Imaging – Profile Photo – Header – Background
- 15. Twitter Tips: Organization •Social Media Directory – Page Managers • Monitoring • Training • Page managers should use separate mobile twitter apps for personal and company
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- 20. Twitter Tips: Content •Consistent posting • Include links – Tweets with links are three times more likely to be RT’d • Be timely
- 21. Twitter Tips: Content •Specific words can lead to a higher rate of retweets • The most commonly retweeted words: – You – Twitter – Please – Retweet – Post – Check out
- 22. Twitter Tips: Content •Posts with more than 118 characters on Twitter have less engagement. – Users do not want to read longer tweets, and retweets with comments are more difficult to retweet. • Grammar matters. Use proper punctuation. – Colons and periods are the most commonly used punctuation. – Question marks and semicolons are not commonly used.
- 23. Twitter Tips: Content •How many tweets per day? – Research indicates ten to twenty tweets is a good daily average for brands. – Infrequent posts can lead to unengaged followers. – Over-tweeting leads to engaged unfollows. • Engagement is higher on posts with photos. – Instagram no longer embeds photos on Twitter. – Twitter has photo filters?
- 24. Twitter Tips: Content •A common mistake is starting a tweet with @someone for a post meant for the public. – When a tweet begins with @someone, only the two accounts (one posting and one mentioned) will see the post, along with anyone who follows both.
- 25. Twitter Tips: Hashtags •The hashtag was first used in August 2007. • A hashtag is a ”tag” used to categorize tweets according to topics. • To add a hashtag, you preface the relevant term with pound sign (#). • It allows people who follow a topic to find your tweet and hopefully follow you. • You can create your own business hashtag. • Be careful of using trending hashtags – Example: #LRChamber #WPS #MWPartners
- 26. Twitter Tips: Hashtags •Use sparingly & respectfully • Search a hashtag before using it • Hashtags provide useful context & cues for topics • Excessive use causes annoyance, confusion or frustration • Use hashtags when it adds value, not on every word in a post • Create an official hashtag for your business
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- 30. Twitter Tips: Engage •Communicate with users who engage with and mention your brand. • Negative tweets will happen. – Customer service is #1. – Respond. Be personable. Be polite. – Next step is to move to phone or email contact. • Follow other users. • Respond to new followers.
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- 37. Twitter Tips: CustomerService
- 38. Twitter Tips: CustomerService
- 39. Twitter Tips: CustomerService
- 40. Twitter Tips: CustomerService
- 41. Twitter Tips: Policy •Create a Social Media Standards & Practices Guide – Provides rules for employees – Page managers need expectations for their work on social media – Involve public relations strategies
- 42. Martin-Wilbourn Partners • Follow me at @BrentSGambill • Follow us at @MWPartners • Website: MWPartners.com • Blog: MWPartners.com/Podium