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Social media: Making itwork for you
Rolla Chamber of Commerce | June 23, 2011@andrewcareaga | @MissouriSandT
Twitter hashtag: #RollaSocMedwww.slideshare.net/andrewcareaga
Source: Trevor Young , “Social media in a ‘tag cloud’ nutshell, Jan. 28, 2010 (trevoryoung.posterous.com/social-media-in-a-tag-cloud-nutshell)
Social media is…
• user-generated• ‘architecture of participation’
‘A shift in how people discover, read and share news, information and content’
- Wikipedia
YouTube’s Life in a Day ProjectYouTube.com/lifeinaday
Source: HubSpot, 101 Awesome Marketing Quotes (www.hubspot.com/101-marketing-quotes/)
Social media is not…
another marketing channela substitutemerely an option
2010 Social Media Marketing Industry report, reported in Inc. online, April 23, 2010 (www.inc.com/news/articles/2010/04/how-social-media-helps-small-business.html)
‘One in three business owners say that social media helps them to close business.’
• Increases web traffic• Opens opportunities to build new partnerships• Generates good sales leads• 73 percent reported a significant rise in search
engine rankings• 48 percent said social media reduced their
overall marketing expenses
2010 Social Media Marketing Industry report, reported in Inc. online, April 23, 2010 (www.inc.com/news/articles/2010/04/how-social-media-helps-small-business.html)
Social media’s Big Four
Commonly used social media tools
Source: 2011 Social Media Marketing Industry Report, Social Media Examiner, April 2011
Marketing isn’t going to go away. Nor should it. But it needs to evolve rapidly and thoroughly, for markets have become networked and now know more than business, learn faster than business, are more honest than business, and are a hell of a lot more fun than business.
The Cluetrain Manifesto
Blendtec’s “Will It Blend?” videos on Youtube: www.youtube.com/user/Blendtec
Amazon’s mp3 music stream on Twitter: www.twitter.com/amazonmp3
vitaminwater on Facebook: www.facebook.com/vitaminwater
Old Spice Man on YouTube: www.youtube.com/user/OldSpice
Image via Anna Vignet, www.flickr.com/photos/annnna/2228189828/
Humanize your business
Image via www.chilloutpoint.com/featured/human-and-robots-visions-of-the-future.html
Communicating in a human voice adds a sense of personal and sociable human contact to the interaction with the public.
… [P]erceived conversational human voice may promote trust, satisfaction, and commitment in relationships between an organization and the public, which in turn results in favorable behavioral intentions toward an organization.
Hyojung ParkMissouri School of Journalism
Source: MU News Bureau, “Use of Human Voice in Social Media Can Help Organizations Build Relationships,” May 18, 2011.
Connect with your customers
Extend your reach
Image via msspider66 www.flickr.com/photos/msspider66/44397492/
Jack Dorsey: St. Louis native, Missouri S&T alum, Twitter co-founder
Jack Dorsey has more followers on Twitter (1,691,086) than The New York Times has subscribers (877,000)
@jack followers on Twitter as of June 18, 2011; New York Times subscribers as of Sept. 30, 2010
Series1
877,000
1,691,086
Jack Dorsey fol-lowers
New York Times subscribers
Put yourself in control
Image via Ben McLeod www.flickr.com/photos/benmcleod/523653908/
Diving in …
‘Like skydiving, a lot of learning comes from doing.’Brad J. Ward, co-founder, BlueFuego.com, “Skydiving Into the Social Web,” Squaredpeg.com, Jan. 6, 2010
But before you dive in…
Are you ready?• Research• Planning• Resources
Cartoon courtesy of @debrasanborn
Research• Who are your
customers?
• What are they doing online?
• Where are they going online?
Research: Socialgraphics
1. Where are your customers online?2. What are their social behaviors online?3. What social information or people do
they rely on?4. What is their social influence?5. How do your customers use social
media in the context of your business?Adapted from Charlene Li and Jeremiah Owyang, Social Strategy: Getting Your Company Ready,” April 14, 2010(www.slideshare.net/jeremiah_owyang/social-strategy-gettingcompanyreadyapr14final)
5 keys to social media success
1. Listen2. Add value3. Respond4. Do good things5. Keep it real
Adapted from Aliza Sherman, “Revisiting 10 Golden Rules of Social Media,” Web Worker Daily, Jan. 5, 2010,www.webworkerdaily.com/2010/01/05/revisiting-10-golden-rules-of-social-media/
Create a social media listening post
• Google news/blog alerts
• Twitter search
• Active monitoring
• Hootsuite• Tweetdeck
The value of listening
“Listening to our customers has always been at the heart of what we do.”
Kerry BridgeHead of digital media communications for Dell
Google Alertsgoogle.com/alerts
Listening tools: Hootsuite
Hootsuite.com
Listen + respond + add value + do good
Twitter saves the day!
The social media audit
• What is your business currently doing in social media?
• Who are your internal experts? (Identify and involve them.)
Planning: 4 steps
1. Develop a plan Integrate it Know what’s already
working
2. Beware the bandwagon
3. Understand your audience(s)
4. Feed your social media beast
Integration: what’s already working?
• Campus visits/summer camps– More than 70% apply– About 61% enroll– @ 25% of freshmen
attend at least one summer program
• Tele-counseling– Increases attendance at
high school visits, receptions, etc.
• Consistent, frequent communication
• Relationship building
Source: Hobsons Domestic Research Report 2009-2010, cited by Karlyn Morissette, www.doteduguru.com, Oct. 22, 2009
Campus website
Campus visit
Viewbook
High school counselors
Social networking sites
0 10 20 30 40 50 60 70 80 90 100
H.S. seniors
H.S. juniors
H.S. sophomores
Very low relativetrust ranking
Trust levels among prospective students
A four-step approach
1. Develop a plan Objectives Measures (metrics) Management Resources Content (type and
source) Promotion
Objectives Measures
Extend university reach and influence online by connecting and building relationships with key audiences (prospective students, current students, alumni, influentials)
•number and types of followers•social media referrals to web content (campaign-based and not)•feedback from friends, followers, etc.
Provide additional channels for audiences to communicate and interact with the university
•volume and quality of feedback •Comments•“likes”•DMs, RTs, @s
Objectives Measures
Provide additional channels for audiences to receive official university information
•number and types of followers
Monitor online reputation of the university in the social media sphere
•number of interactions•qualitative analysis of comments
Management and resources
1. Who is the social media “owner” in your business?
2. How do you allocate time and staffing?
Social media content
1. Type Official? User-generated? Tone? Frequency? Interactive! Responsive!
2. Source Feeds? Personal? Combination?
Finding your business voice
Source: Stephanie Schwab, “Finding Your Brand Voice,” SocialMediaExplorer.com, March 31, 2011
Source: Stephanie Schwab, “Finding Your Brand Voice,” SocialMediaExplorer.com, March 31, 2011
• Empower employees to use social media to further your business goals
• Make it easy for them to use social media for that purpose
• Reinforce or expand on existing policies to make sure your business is protected
Guiding principles
A four-step approach
1. Develop a plan Integrate it Know what’s
already working
2. Beware the bandwagon
3. Understand your audience(s)
4. Feed the beast
Commonly used social media tools
Source: 2011 Social Media Marketing Industry Report, Social Media Examiner, April 2011
The social media cheat sheet
www.thenextweb.com/shareables/2010/03/07/the-social-media-cheat-sheet/
The social media cheat sheet
www.thenextweb.com/shareables/2010/03/07/the-social-media-cheat-sheet/
Source: Charlene Li and Jeremiah Owyang, “Social Strategy: Getting Your Company Ready,” April 14, 2010(www.slideshare.net/jeremiah_owyang/social-strategy-gettingcompanyreadyapr14final)
4. FEED ME, SEYMOUR!
Source: HubSpot, 101 Awesome Marketing Quotes (www.hubspot.com/101-marketing-quotes/)
Helpful hints: Facebook• Facebookers “like” food• Most “liked” pages: movies, TV
shows, books, musicians/bands• Least “liked” pages: religious
organizations, pets, bars, pharma• Sharing video more effective on
Facebook than Twitter• Click-through rates are higher on
weekends
Source: Dan Zarrella, “The Science of Social Media ,” smsci.danzarrella.com
Helpful hints: Facebook & Twitter• Numbers matter
• Bigger and louder works – to a point• Avoid “link fatigue”• Stay positive• It isn’t all about you (your business)• Use combined relevance• Help your audience look cool
Source: Dan Zarrella, “The Science of Social Media ,” smsci.danzarrella.com
Promote your social media presence
• Personalized Facebook messages to your hometown network
• Street team of fans to spread the word in their own networks
• Promote through your newsletter, on your website, in your blog, etc.
• Promote in all printed materials (brochures, business cards, etc.)
• Promote in your email signature
• QR codes• Signage
What’s next?
Social media goes mobile
Source: Cliff Kuang, “Infographic of the Day: 15 Facts About the Internet In 2015,” www.fastcodesign.com/1663953/infographic-of-the-day-15-facts-about-the-internet-in-2015
What’s next?
Social media goes mobile + local
Nearby tweets
Location as platform
“In a perfect world, these location-based social networks would act like browsers, able to see and post interoperable location-based data from and to any platform.”
Marshall Kirkpatrick, “Foursquare Launches Location Layers – This Is Big,” ReadWriteWeb.com, July 6, 2010
Location as platform
• Rewards for Foursquare “check-ins”
• Special offers to social media users
• Create “tips” to highlight history, unique features
• Virtual tours as games
In conclusion…
Don’t be afraid to fail
12/21/2012
Its easy to get stuck in the past when you are trying to make a good thing last
-Neil Young
Courtesy of Mark Greenfield (@markgr)
Thank you!
Andrew Careagaabout.me/andrewcareagaTwitter: @andrewcareaga