Post on 25-Feb-2016
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Twitter Training
101Bryan Texas Utilities • COB Communications
with Jessica Willingham, Communications Coordinator
Social MediaTwitterFacebookLinkedInFourSuareYouTubeInstagramPinterestGooglePlusSpotify/Pandora
“Social media is not about the exploitation of technology, but service to your community.” – Simon Mainwarning
Social media is an ingredient, not an entrée.
The goal of social media is to turn customers into a volunteer marketing army.
Social media changes the relationship between companies and customers from master and servant, to peer to peer.
You must fight social media fire with social media water.
Am I Tweeting or Twitting?
Almost 1 million accounts added every day
Am I Tweeting or Twitting?
Almost 1 million accounts added every dayWe spend twice as much time tweeting as emailing
Am I Tweeting or Twitting?
Almost 1 million accounts added every dayWe spend twice as much time tweeting as emailingAverage business has 14,709 followers
Am I Tweeting or Twitting?
Almost 1 million accounts added every dayWe spend twice as much time tweeting as emailingAverage business has 14,709 followersMcDonalds employs 10 people to run their Twitter
Goals: Savvy Birds get the Worm
Goals: Savvy Birds get the Worm
Voice
Goals: Savvy Birds get the Worm
Voice Tone
Goals: Savvy Birds get the Worm
Voice ToneRelationship with followers
Goals: Savvy Birds get the Worm
Voice ToneRelationship with followersType of Information
Friendly, conversational, informative. Highest reach for a single post: 16,092
BTU’s campaign: 4,871
COB Facebook + BTU
What Kind of Information?
What Kind of Information?• An outage has happened
What Kind of Information?• An outage has happened• Areas affected
What Kind of Information?• An outage has happened• Areas affected• Estimated duration
What Kind of Information?• An outage has happened• Areas affected• Estimated duration• Estimated cause
What Kind of Information?• An outage has happened• Areas affected• Estimated duration• Estimated cause• When its been resolved
What Kind of Information?• An outage has happened• Areas affected• Estimated duration• Estimated cause• When its been resolved• Follow up information
https://twitter.com/dmepower https://twitter.com/TampaElectric
Follow the Leader
Tell us how you REALLY feel…
What was good? Awful? What could
work for BTU?
TWITTER TOOLS
Twitter main siteTwitter app
TWITTER TOOLS
Twitter main siteTwitter appHootsuiteThe #Hashtag
#Hashtag#BTUoutages
#Hashtag#BTUoutages#BTUpower
#Hashtag#BTUoutages#BTUpower#BTUinfo
#Hashtag#BTUoutages#BTUpower#BTUinfo#BTUnow
On Twitter, things can go bad. Fast. What NOT to do.
Jessica’s Top 5things to never ever do on Twitter
1. Ignore the customer
Jessica’s Top 5things to never ever do on Twitter
1. Ignore the customer2. #Dont #Hashtag #Like #This
Jessica’s Top 5things to never ever do on Twitter
1. Ignore the customer2. #Dont #Hashtag #Like #This3. No manual retweets
Jessica’s Top 5things to never ever do on Twitter
1. Ignore the customer2. #Dont #Hashtag #Like #This3. No manual retweets4. Avoid automation
Jessica’s Top 5things to never ever do on Twitter
1. Ignore the customer2. #Dont #Hashtag #Like #This3. No manual retweets4. Avoid automation5. Don’t Be late
Jessica’s Top 5things that will make you awesome on Twitter
1. Always add value
Jessica’s Top 5things that will make you awesome on Twitter
1. Always add value2. Turn critics in to fans
Jessica’s Top 5things that will make you awesome on Twitter
1. Always add value2. Turn critics in to fans3. Write like a friend
Jessica’s Top 5things that will make you awesome on Twitter
1. Always add value2. Turn critics in to fans3. Write like a friend4. Don’t just tell, show
Jessica’s Top 5things that will make you awesome on Twitter
1. Always add value2. Turn critics in to fans3. Write like a friend4. Don’t just tell, show5. Fill the gap