This presentation discusses how businesses can use Twitter for marketing and customer service purposes. Key points include how to set up a Twitter profile, engage with followers by tweeting relevant content and retweeting others, use hashtags to join conversations, and leverage tools like lists and advanced search. Examples are given of how companies have benefited from addressing customer complaints on Twitter and building communities around their brands. Best practices like regularly engaging others and avoiding self-promotion are also covered.
2. Twitter.com – a “microblogging”
platform
Limited to “tweeting”
in 140 characters
Increasingly being
used for customer
service
Most updates are
from mobile devices
3. Agenda
What is Twitter?
How You Can Use Twitter
Twitter Terminology
Getting Started
What to Tweet About
Advanced Search
What the Tweet is a Twitter Party?
Best Practices and Crisis Scenarios
5. Twitter Statistics and Facts
Grew by over 1900% in
2008 to 2009
Over 200 million members
and growing by 350K per
day.
55 million tweets per day
Politicians, brands, big
companies and celebrities
now embracing Twitter
www.digitalbuzzblog.com
6. How You Can Use Twitter
Connect with strangers/build alliances
Promote your brand
Create buzz - events, promotions, free trials:
Customer relations
Crisis management
Issue/charity advocacy and awareness
Increasing sales (use sales messages sparingly!)
Track what people are saying about your business.
Calls-to-action to other content you’ve created.
Create relationships with journalists and influential
people.
7. Twitter Terminology
Handle: Twitter username ie. @punchmediadotca
@ = replies: Refer to someone using @ symbol. Will allow
them to know you’re tweeting with them or re-tweeting
their content.
RT = “re-tweet”: You are sharing someone else’s tweet
with your followers and giving original person credit.
DM = Direct message. Private messages. You can only
DM if you both follow each other
# (hashtag): easier to follow trend thread. i.e.
#JapanDisaster
Bit.ly Tiny.cc Ow.ly: way to turn a very long URL into a
shorter version to fit within 140 character requirement.
(Note: Bit.ly tracks clicks)
8. Why 140 Characters?
•If you keep to
less than 125
characters, it
makes your
content easier to
re-tweet (aka
share)
9. The RT = “retweet”
Give credit to the original source by RT
@username or (via @username)
Try to keep the original tweet as intact or clear
as possible
If you only type 125 characters, you leave room
for people to RT with comments.
10. Twitter Trending Topics
Hudson plane crash was
captured and shared
long before traditional
media.
Trending topics often
include deaths of
celebrities and scandals
Usually # hashtag thread
is used
11. Unsuccessful Twitter Tactics
Random mass follow in the hopes that anyone
will follow back
Direct Message a “Welcome”
Develop brochure-ware
Tweet too many times
Randomly post
@username and put
spam into “status”
Don’t use numbers or
underscore in name
13. Additional “real
estate” Twitter Page
@ “replies
Status update Direct messages Following Followers
Search
14. Set Up
Use personal
name for Full
Name
Username
should reflect
business
branding
Add picture/
personalize =
avatar
15. Design
Set up a custom
background
featuring your logo
for increased brand
presence.
www.Twitbacks.com
Custom Background
size 1600px by
1200px
Settings>Design >
Change
Background image -
browse (find file) -
save changes
16. Find People
Browse Suggestions
Find Friends
By Email
On Twitter: through
other people you
or your competitors
follow
Find a community
of like-minded
people to connect
with.
17. Follow People or Businesses
Follow influential people and thought
leaders.
19. Getting Started: I
Start by using Twitter Search to follow
relevant people (and competitors)
Note: following is not reciprocal
Add a picture to show you’re a real
person
Be personal, interesting, conversational
20. Getting Started: II
Build list slowly
Note: You don’t have to read every
tweet.
70/20/10 rule = 70% Good info, 20% RT
10% self promotion.
21. Things You Can Tweet About
Job postings
Exclusive “Twitter” coupons or deals
Behind-the-scenes of your company
Sneak peeks of projects or events
Links to your articles/blogs or other
content
How-to’s: instructional videos or stories
News: especially breaking news
22. Things You Can Tweet About
Respond to customer service issues.
Warnings: scams or viruses.
Freebies and contests.
Observations.
Books you’re reading
What you’re watching on TV.
Join conversations.
Re-tweet other people’s content.
24. Hashtag #
Purpose is to follow a thread
Group chat/tweetup (use
TweetGrid.com or Tweetchat.com)
Ask a question and collect ideas
Share an experience (#olympics)
Popular #FollowFriday or #FF =
recommended people to follow
26. Advanced Search
search.twitter.com or
http://search.twitter.co
m/advanced
Enter relevant
keywords and your
brand
Set up RSS feed
Engage: Ask a
question, or start a
conversation
Source: @danzarella
27. Useful Tools & Tips
TwitterGrader: ww.tweet.grader.com
Klout: www.klout.com
Friend or Follow: www.friendorfollow.com
Find out who is following you/who isn’t/who
has the most followers etc.
Ask “Please RT” (sparingly!)
Hootsuite, Tweetdeck, Co-Tweet
29. Tweet Ups and Twitter Parties
TweetUps: Twitter friends get together in real
life.
Twitter Parties: Twitter people gather
together at a designated time to chat
online. Sometimes sponsored and prizes are
given.
35. How to get lots of followers
Put your Twitter logo on your website,
handle on business card etc.
Make your tweets re-tweetable = kick ass
content. Be a thought leader.
Be public (not private profile).
Engage - a lot.
36. Next Steps
Begin tweeting
Follow relevant people & “talk” to them!
Measure your goals against your
benchmarks/strategy but remember
“sentiment” cannot be measured.
Identify “Brand Ambassadors” or key
influencers who will help you spread your
word. Reward them.
37. Be sure to…..
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