Social Media - Key principals and practice for being social

By: Hayden Allen-Vercoe

The game has changed...

We used to go looking for our customers...

But now they find us!

We’ve gone from push to pull tactics!

It’s freedom of speech on the biggest level we have ever seen!

The social media revolution is characterised by:

- Speed - Convenience- Information

Before the internet, the last technology that had any real effect on the way people

sat down and talked together was THE TABLE!

Consumers now decide how they want to listen and digest information!

Like it or not.... consumers are now firmly in control!

What social media IS... and IS NOT

IS...

like herding cats. You need lots of patience, treats and a thick skin to handle all the scratches.

IS...

a marathon, not a sprint.

IS...

like teen sex. Everyone wants to do it. No one actually knows how. When finally done, there is surprise it's not better.

IS...

never going to beat face-to-face interaction but can always lead to one!

IS...

like magic... it makes time disappear!

IS NOT... going to pay the bills.

IS NOT...

a replacement for outstanding customer service.

IS NOT... a fad!

IS NOT...

the only tool in the marketing toolbox!

IS...

often the beginning of a beautiful customer friendship. Now find other

ways to grow and nurture it.

Still need convincing as to why you need to get involved?

14% of people trust adverts!

76% of people trust recommendations!

Basically, social shopping is taking over

Your brand is what consumers say it is!

Remember, ignoring social media doesn’t make you invisible!

Customer service is the new marketing!

Key principalsof social media

Retain transparency

Retain authenticity

Build trust

Simply put... Don’t be an island!

Participate and DONT dictate!

Always add value

And remember, nobody expects you to be perfect... You’re only human after all!

Relationships count, not technology!

You are a rockstar and your

conversation ROCKS!

Where do you go from here then?

STEP 1 - Understand what you want to achieve by being social and know what the competition is up to.

STEP 2 – Select the tools you feel will work for you.

Step 3 - Set yourself achievable goals!

Step4 – Appreciate your resource and make a plan

Step 5 – Get stuck in!!

Follow this model...

Listen Facilitate Participate Collaborate Evaluate

ROI has a new meaning...

- Return on Interaction

- Return on Insight

Your communications are what creates the value.

Your hurdles...Time

Money

People

Knowledge

Reputation

How to change the culture...Encourage use from within. The chronic problem with management is that the higher up you get, the more out of touch with reality you become!

Last bit of advice

Technology changes, humans don’t! Deb Shultz

Continue being different!

‘Take risks’ NOT ‘Take care’

Protecting yesterday is the surest path to never

discovering tomorrowUmair Haque

Start thinking long term

BUT... Remember that social media is NOT the holy grail!

It’s a long road, but it’s well worth it!

Further reading

www.prdaily.com

www.mashable.com

www.socialmediatoday.com

www.socialmediaexaminer.com

Thanks for listening, now go tweet about us or something!!

- Training- Strategy- Management- Tracking & Metrics

hayden@orbitalmedianetwork.com020 3411 9111 (ext .901)

@orbitalmedia