Module 2 of 5. Twitter


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Twitter basics and best practices

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  • Pepsi Ad appears in German magazine of “last calorie suicide” found to be insensitive by Tweeters and was immediately killed.
  • Botanicalls allows plant to send tweets to owner when it is running low on moisture. US$99.99 for the kit.
  • Zappos is a company that believes in a good customer experience and that repeat customers are the key to success.
  • Zappos customers become evangelists of the brand.
  • I wrote Tony Hsieh an email after he said he would send anyone the Zappos Culture Book, then tweeted about it and received immediate reply from @Zappos_Service and three days later the UPS guy showed up outside my house in Malaysia. It arrived in 72 hours all the way from Vegas. Cool.
  • Twestivals are events run via Twitter. In September 2008, a group of Twitterers based in London UK decided to organise an event where the local Twitter community could socialize offline; meet the faces behind the avatars, enjoy some entertainment, have a few drinks and tie this in with a food drive and fundraising effort for a local homeless charity. The bulk of the event was organized in under two weeks, via Twitter and utilized the talents and financial support of the local Twittersphere to make this happen. Around the world similar stories started appearing of local Twitter communities coming together and taking action for a great cause. Twestival was born out of the idea that if cities were able to collaborate on an international scale, but working from a local level, it could have a spectacular impact. By rallying together globally, under short timescales, for a single aim on the same day, the Twestival hopes to bring awareness to this global crisis.
  • First Malaysian twestival was held at Mist Club, Bangsar, Sept 12, 2009. They raised RM11k and had two PCs with broadband connection donated to Destiny Starting Point a home for delinquent boys in Klang. Various sponsors such as Air Asia, Digi, Tiger, 1901 Hotdogs, Crocs, GSC, Cupcake Chic and NZ Natural Ice Cream.
  • Module 2 of 5. Twitter

    1. 1. 1 Module 2:
    2. 2. 2 Would you trust a surgeon who tweeted your operation?
    3. 3. 3 Tweeting what you eat
    4. 4. 4 #defahmi vs Blu Inc
    5. 5. 5 Twitter as a canary in the coalmine
    6. 6. 6
    7. 7. 7 “Water me, please!”
    8. 8. 8 How are companies using Twitter EXTERNAL • Customer service • News, blog updates • Branding, promotion, marketing • PR, media relations • Finding leads, prospects • Extending touchpoints • Community building • Networking, tweetups • Direct sales • Recruitment • Driving traffic to website INTERNAL • Connecting sales teams • Coordinating decentralized teams • Event planning • Project status and updating staff, teams • Employee support • Mentoring • Problem-solving • Purely social
    9. 9. 9 CIMB on Twitter: Customer service
    10. 10. Twitter: Best practices • Listen: Follow popular tweeters first • Share: Find great stuff to share • Be authentic • Be active! No one is interested if your last tweet was from several months ago • Don’t hard sell: If you are plugging your own product, service, event, cause, say so. Preface with “Shameless plug…” • Preface a personal opinion with IMHO, or “My personal opinion is…”
    11. 11. 11 Scott Monty, Ford Motor Company Head of social media, Ford 1. Always shows gratitude 2. Constantly corrects misinformation 3. Encourage conversation
    12. 12. 12 Frank Eliason, Citi, formerly of Comcast SVP of Social, Citi Formerly @comcastcares 4. Problem solver: Fields customer support issues, re-directs to right person 5. Always helpful and adding value
    13. 13. 13 Lee Aase, Mayo Clinic Director, Social Media, Mayo 6. Health tips 7. Sharing patient, inspiring stories 8. Promoting radio shows, webcasts
    14. 14. 14 “People relate to people, not companies,” Tony Hsieh,, Shoevangelism
    15. 15. 15 Case study: • Free shipping, a 24/7 open call center, and 365- day return policy. • Turned an e-commerce shoe site into a US$1B business in 10 years. Sold to • Obsession with customer service, little advertising, organic word-of-mouth recommendations. • Five weeks of employee training on culture, core values, customer service. Uses Twitter as communications channel.
    16. 16. 16
    17. 17. 17
    18. 18. 18
    19. 19. 19 Twitter 101 1. A tweet is 140 characters long 2. RT: re-tweet other tweets you think are worth repeating, 3. @username: used to reply to someone or engage in a conversation or as a hat tip. This a public tweet everyone can see. Eg: @username message 4. dm or d followed by space, then name of person eg: d username message OR click Messages (next to Profile). You can send private message to someone only if they follow you.
    20. 20. 20 Twitter 101: Using #hashtags 5. The Hash Tag aka Pound Symbol [#] is used to categorize tweets into topics, events, trends.Hashtags are the Twitter equivalent of keywords. eg: #socialmedia 6. Search specific hashtags and save those searches for future reference. 7. Tip: Use a unique hashtag to promote a contests, event or product eg: #contest123 (make sure no one is using it first) 8. #followfriday or #ff is used by a majority to spotlight individuals they consider worth following, not necessarily on Friday
    21. 21. 21 Short links • Helps reduce character space. Became popular with rise of Twitter • Popular services:, • Others:,, • When posting a link, use to find out how popular/timely the link already is and whether your friends have already tweeted/posted it. • provides transparent stats: Add + sign at the end of shortlink eg: 1. 2.
    22. 22. 22 Must-know Twitter Basics Settings:Profile Time Zone/Location Notifications Design Follow Tweet RT @Username Shortlink Reply Messages(DM) #hashtag @Mentions Searches Lists FF Add Image TwitPic TwitVid Selective Tweets Block spammer Who To Follow Trends Tweet Button
    23. 23. 23 Sample Twitter Accts/Lists • Media on Twitter: • Journalists on Twitter: • List of Malaysian journalists: • List of Malaysian media: • List of Malaysian politicians: • List of Malaysian celebs: • List of Malaysian brands:
    24. 24. 24 Useful Twitter apps • Twitter clients: Hootsuite, Tweetdeck, Ubersocial • TweetAlarm, Twilert: Put in a keyword and get emails when others tweet it. • Tweepz, Twitter People Search: Search for people to follow • Twitpic, Instagram: Post photos • Telly, Vine: Post videos • : Graphs your stats
    25. 25. 25 Useful Twitter analytics • Rowfeeder: • Tweetstats: • Twittercounter: • The Archivist: • Klout: • Twitter Grader: • Twitalyzer: • FollowerWonk:
    26. 26. 26 Exercise: Twitter • Go to Twitter (set up account, if you don’t already have one) • Find a news release from your site to tweet • Make a shortlink using of that story link • Create 140-character tweet and add the short link • Find people to follow • Create a list • Re-tweet another person’s tweet • Post a photo
    27. 27. 27 Outreach/CSR: Tweetups
    28. 28. 28 •Raised RM11,000 + two desktop PCs + Broadband •Destiny Starting Point, a home Klang
    29. 29. 29 Celebs using Twitter to promote their causes List:
    30. 30. 30 “In the past you were what you owned. Now you are what you share,” Charles Leadbeater