This document provides an agenda for a social media marketing practice discussion. It begins with an overview of marketing transition and tools/tactics of social media. Subsequent topics include the birth of video analytics, Facebook fan marketing, B2B social networking, social network analysis, social dashboards for brand monitoring and management, creating and growing communities using Ning, industry adoption and ROI of social media, emerging directions for social networking, and potential new jobs from social media. The document also includes summaries of relevant research papers and examples of social media content practices from various companies.
1. Social Media Marketing Practice
suresh.sood@uts.edu.au
Geektoid
Mangala
www.linkedin.com/in/sureshsood
twitter.com/soody
www.facebook.com/suresh.sood -
ssood
www.bravenewtalent.com/talent/suresh_sood
Hero5!
scuzzy55
2. Agenda
1. Marketing transition ✔
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
3. When consumers and brands talk:
Storytelling theory and research in psychology and marketing
Arch G. Woodside, Suresh Sood, Kenneth E. Miller,
Psychology & Marketing, Vol. 25(2): 97–145 (February 2008)
Storytelling is pervasive through life. Much information is stored, indexed, and retrieved in the
form of stories. Although lectures tend to put people to sleep, stories move them to action.
People relate to each other in terms of stories—and products and brands often play both
central and peripheral roles in their stories. To aid storytelling research in consumer psychology,
this article develops a narrative theory that describes how consumers use brands as props or
anthropomorphic actors in stories they report about themselves and others. Such drama
enactments enable these storytellers to experience powerful myths that reflect psychological
archetypes. The article includes findings from case study research that probes propositions of the
theory. Implications for consumer psychology and marketing practice follow the discussion of the
findings.
.............”Thus, the structure of a word-of-mouth (WOM) communication
is an important indicator of whether the message is a story.” pg 101
4. Social Media Marketing is not Conventional Marketing
“a many-to-many mediated communications model in which
consumers can interact with the medium, firms can provide
content to the medium and, in the most radical departure from
traditional marketing environments, consumers can provide
commercially oriented content to the medium.”
Hoffman & Novak, 1997
6. 1. Markets are conversations.
2. Markets consist of human beings, not demographic sectors.
3. Conversations among human beings sound human. They are conducted in a human voice.
6. The Internet is enabling conversations among human beings that were simply not possible
in the era of mass media.
9. These networked conversations are enabling powerful new forms of social organization and
knowledge exchange to emerge.
10. As a result, markets are getting smarter, more informed, more organized. Participation in a
networked market changes people fundamentally.
25. Companies need to come down from their Ivory Towers and talk to the people with whom
they hope to create relationships.
34. To speak with a human voice, companies must share the concerns of their communities.
75. If you want us to talk to you, tell us something. Make it something interesting for a change.
94. To traditional corporations, networked conversations may appear confused, may sound
confusing. But we are organizing faster than they are.
95. We have better tools, more new ideas, no rules to slow us down.
We are waking up and linking to each other. We are watching. But we are not waiting.
95 Theses of the Cluetrain Manifesto
8. The marketing of experiences - San Marco, Venezia
Supply of music !
This docket highlights an AUD100 experience sipping coffee, drinking orange
juice and mineral water at the height of summer in San Marco Square. Wow
what an experience !The music is what makes it.
9. What are experiences ?
• Your customers need to experience what you are trying to sell
them through emotion i.e.
– Doing, feeling and interacting
• To provide an experience you need to do something beyond
presenting info making the event memorable and personable
that engages in a personal way
• Entertainment is only one aspect of an experience.
11. Customer Support as Marketing Asset
Customers quickly connect to each other,
impacting support, marketing, and product
development.
Support must become a marketing asset.
12. Future Position of Customer Support
• Beyond Support
• A Strategic Marketing Asset
• Influence Product Development
• Facilitate Customers to Self-Support Each Other
13. WHAT DO CUSTOMERS WANT ?
Accessibility
Responsiveness
Knowledgeable People
Promptness
Promises Kept
Kept Informed
Follow Up
No Surprises
Do It Right First Time
A Relationship
Source :
Ray Kurdupleski, (ex-AT&T) & Universal Card Services case study, Bradley T Gale, “Competing on Value”
17. Transactions Alone to
Relationships
Current State
= Transactions
We do this stuff well e.g.
Fines, Service Fees …
Future State
= Citizen Engagement
(relationships)
We don’t do this really
e.g. User generated
content, ratings,
reviews, 1:1 dialogue
18. Move to Citizen Facing & Relationships
Food Safety Offences
(/www.foodauthority.nsw.gov.au/aboutus/penalty-
notices/) publishing breaches in food safety to the
citizens of New South Wales in Australia.
Patient Opinion (www.patientopinion.org.uk/) facilitating
dialogue between patients in the United Kingdom and
the National Health Service
Toronto, MyBikeLane (toronto.mybikelane.com/)
reporting bike lane violations in Toronto
19. Tomorrow’s Social Media Challenge
Low engagement consumer (click on content : limited effort & no content generation )
Bookmarking
Clicking a link to share info or start a discussion thread
Video or photo viewing
Rate a service
Touch someone, teleport or gesture via avatar in Second Life (SL) virtual tourist location
Microblogging (Twitter) – 140 characters SMS (excludes Australia)
Commenting on a blog entry
Write a review
Create a video blog entry/vlog
Build a city in SL, allow avatars to vote on favorite monuments or learn a language
High engagement consumer (extra effort spent to create content : take a video, or create an artifact )
Level of Engagement Brand Signal Brand Equity
20. Levels of User EngagementLevels of User Engagement
Curators
Moderate a forum
Edit a wiki
22. The future of Social Media Marketing
The future of social media marketing
requires an overall approach to
adopting and integrating emerging
technologies which help to scale up
relationships
22
24. Social Network Representation
• Primary focus is actors & relationships # actors & attributes
• Nodes (Actors) connected by Links (Ties/relationship or edge)
• Links represent flows or transfer
– material goods or information
1 2 3
0 1 0
1 0 1
0 1 0
1
2
3
1: 2
2: 1, 3
3: 2
1
32
Adjacency matrix
Adjacency list
1 = presence of link
0 = no direct link
Actors Relationship
Graph or
sociogram
29. How to Commence
• Identify where social network data and content
can/should be integrated e.g. Web site
• Leverage existing identity and social graphs where
your audience hangs, e.g. Facebook Connect
• Privacy and permission policies and processes
aligned with an open strategy
31. Service-Dominant Logic
• A logic that views service, rather than goods, as the focus of
economic and social exchange
– i.e., Service is exchanged for service
• Essential Concepts and Components
– Service: the application of competences for the benefit of another entity
• Service (singular) is a process—distinct from “services”— particular types of
goods
– Shifts primary focus to “operant resources” (skills and knowledge) from
“operand resources” (static and tangible)
– See value as always co-created (Market With i.e. Collaborate with
Customers & Partners to Create & Sustain Value)
– Sees goods as appliances for service deliver
– Implies all economies are service economies
• All businesses are service businesses
Vargo, S.L. and R.F. Lusch (2004). “Evolving to a New Dominant Logic for Marketing,”
Journal of Marketing 68(January): 1-17
32. Content Marketing
• “Content marketing is the art of understanding exactly
what your customers need to know and delivering it to
them in a relevant and compelling way.”
• Best practices, case studies, success stories, thought
leadership +++
• Shift away from media company driven content and toward
content created specifically for customers
• How can we provide a service where the customer says,
‘Wow, you really made this easier for me!’?”
– Blendtec “Will it blend?”
– Nike microsites (Nike+)
34. David Meerman Scott’s The New Rules of Marketing and
PR
New Rules of New News Releases”
• Don’t send news releases only when “big news” is happening
• find good reasons to send them all the time
• Instead of just targeting a handful of journalists, create news releases that
appeal directly to your buyers.
• Write releases that are replete with keyword-rich copy.
• Include offers that compel consumers to respond to your release in some
way.
• Add social media tags so that your release can be found
• Drive people into the sales process with a news release.
35. Marketing the Content
1. Blogs, articles, newsletters or e-zines ? Customer acquistion (brand awareness & thought leadership) , customer retention or service
2. Audio and video recordings of interviews,roadshows or roundtables for repurposing e.g.podcasts
3. Release schedule focusing on key topics affecting customers with a free subscription
4. Discuss the magazine on company blog with key findings
5. Send out news releases through a keyword-optimized service e.g. PRWeb, eReleases (paid) or PR.com, Clickpress (free)
6. Send releases direct to influential bloggers and post on Scribd and FreeIQ
7. Post videos of interviews on YouTube and industry specific video portals specific to your industry
8. Upload audio & video to microsite relevant podcast directories
9. All articles with own HTML pages on microsite
10. Each article with social media capabilities, such as letting people add it to Facebook, Digg, or StumbleUpon
11. Stumble noteworthy articles and choose the proper category for the article
12. Provide a free e-book or whitepaper on microsite for downloading to continue the conversation with current customers information
on prospects so that you can begin a conversation (no sales pitch education only)
13. Use PPC, targeting specific keywords to drive people to content offering
14. RSS feeds available for Web content
15. Integrate RSS feeds to promote content (Twitterfeed.com)
16. New news releases are for building key links and for helping bloggers and influencers find the site
17. Upload articles to key vertical and social bookmarking sites
18. If deemed relevant create a Facebook fan page and invite key customers to join the Facebook group
19. Measure, measure & measure – Downloads, twitter conversations, blog Technorati ranking, bloggers,RSS subscribers, Alexa
Adapted from Joe Pulizzi and Newt Barrett (2009) Get Content Get Customers, McGraw Hill
36. Content Practices
• Millerwelds.com
– Category killer for welding information
• Tween Waters Inn (Captiva Island)
• Fleishman-Hillard
– BoomerBlog.com & NextGreatThing.com
• David Lawrence Centre
– Mental Health & Substance abuse
• Kitchen Studio of Naples, Florida
– annporter.wordpress.com/
• Maui Wowi Franchisee
– CoffeesAndSmooth ies.blogspot.com
• Bitemark.com
– Conversion rate blog
• Mindjet
• Pinsent Masons
– Outlaw.com
38. How to Participate in Conversations
• Conversational calendar
• What topics do your customers care about ?
• Review existing social media e.g. Fb or Twitter
• Converse via complaints or solution provision
39. Bookkeeper:
•Tax Saving Strategies
•Technology & the Books
•Little Known Tricks
•Uber Up-to-Date News Source
Interior Designer:
•Photo of the Day
•Design Tips
•EcoFriendly Design
•Simplicity at Home
Become a Leading Authority
Provide Value, Service and social exchange.
40. Potential Economics of Social Content
Original Content = X
Original Content + Ratings/Reviews = 2X
Original Content + Ratings/Reviews + User generated content = 4X
Source: Happe R. (2009) Social Media in the Enterprise, GigaomPRO
41. • over 22MM page
views per month,
adding new ad
revenue
• Have since launched
3 additional
campaigns and
launched new tv
series based on the
online content
HGTV
Rate My Space
42. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
43. Customers and prospects
(collective intelligence) creating more
value for all stakeholders through
social media interactions generating
User generated content, ratings and
reviews
infrastructure
for
Web sites & Social Media
43
44. Seven Categories of Social Media
From “The 7 Categories of Social Media,” Communication Overtones
http://overtonecomm.blogspot.com/2007/04/join-network-of-networks.html
45. Tools of Social Media
How can my business use Twitter, Facebook...?
46. “Elegant Organisation”
You don’t start communities. They
already exist. They’re already doing
what they want to do. The question
you should ask is how you can help
them do that better. Bring them
“elegant organisation”.
Jeff Jarvis (2009) quoting Mark Zuckerberg (Creator of Facebook) – “What Would
Google Do?” Harper Business
47. TWITTER
• A giant “coffee shop”
• Limited to 140 characters
• Use Twitter to :
– post blog updates
– connect with existing members
– recruit new members
48. TWITTER BASICS
• Handle - @AdrianneMachina
• Follow – who you’re listening to
• Replies – have a conversation! @
• Retweet – RETWEET or RT – Go Viral Baby!
Keep to 120 char.
• Avatar – Your picture. Decide Logo or Face
• Hashtag - #TwOrCo – Twitterers in OC
• You can create your own hashtag #PUTM
49. Twitter Terms Expanded
RT, or retweet
To help share cool ideas via Twitter and to give a shout-out to people you respect, you can repost their
messages and give them credit. People call that retweeting (or RT), and it usually looks something like this:
“RT @Username: Original message, often with a link.” Retweeting is common, and it’s a form of
conversation on Twitter. It’s also a powerful way to spread messages and ideas across Twitter quickly. So
when you do it, you’re engaging in a way people recognize and usually like—making it a good way to
connect.
Hashtag (#)
Twitter messages don’t have a field where you can categorize them. So people have created the hashtag—
which is just the # symbol followed by a term describing or naming the topic—that you add to a post as a
way of saying, “This message is about the same thing as other messages from other people who include the
same hashtag.” Then, when somebody searches for that hashtag, they’ll get all of the related messages.
For instance, let’s say you post, “Voted sixty times in tonight’s showdown. #AmericanIdol.” Your message
would then be part of Twitter search results for “#AmericanIdol,” and if enough people use the same
hashtag at once, the term will appear in Twitter’s Trending Topics.
Companies often use hashtags as part of a product launch (like #FordFiesta), and conferences and events
frequently have hashtags associated with them (like #VRPS).
Shortened URLs
With just 140 characters at your disposal, Twitter doesn’t give you much room to include URL links—some of
which are longer than 140 characters themselves. If you post a link on Twitter via the website, sometimes
we automatically shorten the URL for you. There are also a number of services—URL shorteners—that take
regular links and shrink them down to a manageable length for tweets, and some even let you track clicks.
50. DM (Direct Message)
Direct messages (DMs) are Twitter’s private messaging channel like Instant Messaging.
Tweets appear on your home page under the Direct Messages taB
Email notifications turned on, you’ll also get an email message when somebody DMs .
DMs don’t appear in either person’s public timeline or in search results. No one but you
can see your DMs.
You can send DM only to people who are following you. Conversely, you can receive
them only from people you’re following.
You can send DMs from the Direct Messages tab by using the pull-down menu to choose
a recipient and then typing in your note. To send a DM from your home page, start your
message with “d username,” like this:
“d Benson How about next Monday?
51. Twitter Highlights
• Feed Similar to FB Wall
• Following/Followers
• Number of Tweets
• Conversational
• Educational
• Calls to Action
63. Find People to Follow
1. Go to www.search.twitter.com
• In the search field enter:
near:2066 within:25km
• Replace with your zip code and extend radius if desired
• The search results will include all Tweeters that are based within your area
• Click on each user name and their Twitter page will open
• Click “Follow”
• Repeat steps many times over
1. If you find a local Twitter who has lots of followers go to their page and repeat
the above process by clicking on the pictures on their page of their followers
2. Go to www.tweetva.com and find a list of Tweeters in your area
3. Go to www.mrtweet.com, register and you will receive recommendations on
people to follow
4. Go to www.wefollow.com and at the top you will see “Enter a Tag”. Enter
relevant key words and follow the results
5. Keep adding people to follow otherwise it will be boring
6. For the most part – always follow back
7. Visit pages of people who follow you and check out their followers to see if you
want to follow them – remember you are trying to leverage your messages
64. What Can You Do?
• How could your business provide
“elegant organisation” for your
customers and staff with Twitter and
the mobile phone?
65. Facebook Pages
What would it be like to work with you?
News about your business
Share your work
Share blog posts
Specials and events only on Facebook
Use your own voice.
66. Posting to Facebook
Post events to Facebook :
1. In your Group or Fan page create an event
• Invite Fans or Facebook friends to attend the event - this engages your community
• Share the event specific URL via Twitter too (use bit.ly)
1. Take your Twitter/Blog bit.ly URL and share it on Facebook via the “what’s on
your mind” status update by Pasting the link
67. Like, Comment, & Share
The “Like”, “Comment” and “Share” features on Facebook are three good ways to
monitor your posts, but more importantly to help spread the word of your events as
well as other events that your Tribe would find interesting and relevant.
1. If you don’t want to leave a comment just click on the “like” button
2. If you feel inclined leave a comment. By doing one of these options you are
essentially subscribing to any future comments other people may make about this
particular posting
3. If you really like the posting and what all of your friends/fans to know about it click
on the “share” button.
68. • Find and recruit staff
• Create employee groups and pool ideas
• Create a company profile
• Network with related professionals
• Be a Resource
Answer Questions as an expert in your field.
Provide referrals.
Make meaningful connections.
• Use an Authentic Style in your Profile
69. • Allows employees to collate and collaborate
• Webpages anyone you allow can edit
• Share best practice and knowledge
• Empower staff and value their experience
70. Motivation to Blog
• The Journal of Advertising Research (Huang et al., Dec 2007)
identified five major motivations for a blogger to blog:
1. self-expression
2. life documenting
3. commenting
4. forum participating
5. information searching
1. The idea of being able to escape the real world
2. Web-based technologies help to unlock existing human needs
TREND
72. 1.Gayle
3. Paris
2. Paige
+
+
4.”The occasion
was my cousin
Paige’s 16th
”
5. “I am a Canadian
and get by in
French.”
6. "All I can say is WOW! We rented a 2
bedroom, 1 ½ bath apartment (two
showers), "Merlot" from ParisPerfect
http://www.parisperfect.com/ and boy was
it ever perfect! "
7. “We had a full view of the Eiffel from
our charming little terrace. ....We were
within walking distance to two metro
stops (Pont d'Alma or Ecole Militaire) "
8. "We were walkable to many good
bistros, cafes and bakeries and only a
few blocks from the wonderful market
street Rue Cler."
9. "I bought a Paris Pratique pocket-sized book at a
Metro station. This handy guide has detailed maps
of each arrondisement, as well as the metro lines,
the bus lines, the RER and the SCNF (trains). I'll
never be without this again."
10."Six months before our trip, I gave
Paige a couple of good guide books on
Paris and suggested she let me know
what her interests were since after all,
this was to be her trip."
11.Sites
•The Marais
•Notre Dame
•L'Arc de Triomphe - 248 steps up and 248 steps
down...
•Champs Elysee
•Jacquemart Museum
•Louvre Lite
•Musee D'Orsay
•Les Invalides, Napoleon's Tomb and the
Napoleon Museum
•Sacre Coeur
•Monmartre
•Rodin Museum
•Pompidou Museum
•Train to Vernon, bike to Giverny with Fat Tire
Bike Tours
•http://www.fattirebiketoursparis.com/
•Eiffel Tower
Elaboration of Trip to Paris Blog Story (Means-End & Heider)
Woodside,Sood & Miller 2008 When Consumers and Brands Talk Psychology & Marketing
12. Unforgettable Memories
"This trip had so many memories, but here are a few choice
highlights........On our very first night, knowing that the Eiffel
Tower light show started at 10:00 p.m.... she [Paige] dropped
her camera…down 6 flights…we were stunned…Spanish
Family below standing below [with pieces of the camera]”
15." Michael Osman is an American artists
living in Paris."
"He supplements his income by being a
tour guide." I" found out about him on
Fodors"
"So I engaged Michael for two days."
16. "On our trip to Giverny, we met a young
woman from Brisbane, Australia who was
traveling on her own and we invited her to join
us. Three of us enjoyed delicious and
innovative soufflés, while Paige had the rack of
lamb. We shared two dessert soufflés, one
chocolate and the other cherry/almond. Yum"
17. "I wanted Paige to get a feel
for shopping experiences that
she would not have at home (aka
the ubiquitous mall). "
18."We went on Fat
Tire's day trip to
Monet's gardens and
house in Giverny, about
an hour outside Paris."
13."The father stretched out his cupped
hands which held all of the pieces they were
able to recover, including the memory stick
and he very solemnly said, "El muerto...".
14. "They had decide to come to Paris
to find the Harley Davidson store so
they could buy Harley Paris t-shirts."
+
+
+
+
19....."I know Paige will
treasure the memory of
this girl's trip for many
years to come."
72
73. Linguistic Inquiry and Word Count (LIWC)
Text Analysis : The Psychological Power of Words
73
LWIC dimension “I love Paris”
Paige’s Story
Personal texts Formal texts
Self-references
(I, me, my)
6.12 11.4 4.2
Social words 10.55 9.5 8.0
Positive emotions 3.04 2.7 2.6
Negative emotions 0.54 2.6 1.6
Overall cognitive words 4.12 7.8 5.4
Articles (a, an, the) 7.74 5.0 7.2
Big words (> 6 letters) 18.40 13.1 19.6
Pennebaker, J. W., Francis ME, Booth RJ. (2001). Linguistic Inquiry and Word Count (LIWC):
LIWC2001. Mahwah: Lawrence Erlbaum Associates.
74. Iconic Sites & Scenes from Paris Blog
• Eiffel tour night show
• The Marais
• Notre Dame
• L'Arc de Triomphe - 248 steps up and 248 steps down...
• Champs Elysee
• Jacquemart Museum
• Louvre Lite
• Musee D'Orsay
• Les Invalides, Napoleon's Tomb and the Napoleon Museum
• Sacre Coeur
• Monmartre
• Rodin Museum
• Pompidou Museum
• Train to Vernon, bike to Giverny with Fat Tire Bike Tours
www.fattirebiketoursparis.com/
74
75. Marketing & Advertising Strategy Implications from Paige’s Story
• Story told in natural city setting
• Assume Paris = brand
• Brand is supporting actor enabling Gayle to achieve her goals of
showing Paris to Paige (conscious) and help her coming of age
(unconscious)
• Builds favorable consumer brand relationship:
best friendship (Fournier 1998)
• Show someone Paris:
Share experience,teacher-student,”fairy-godmother” or be the
tourist guide
• Use social relationships to sell cities
• Interpersonal relationships (people travel with people)
• Near conversational interaction with brand:
story is called “I love Paris”
75
76. Flickr - Photos
• Join a photo sharing site e.g. Flickr or Picasa
• Upload photos and create a slideshow
• Use the embed code from the slideshow or follow your
blogs rules to embed it on your blog. Use HTML tab in blog
form.
• Optimize photos for the Web via Photoshop or via a Web-
based solution (webresizer.com)
• Provide interesting captions to your photos that tell the story
77. • Tutorial ‘how to’ videos
• Helps present a fun side to the business
• Branding messages
• Create a “channel” (user profile page)
78. YouTube
• Interview people, have a talk show, do a video blog with
commentary, make short films, be creative
• Embed the video on your blog. Embed code is readily available to
the right of your videos on YouTube
• Username becomes a channel
• Tag videos with appropriate key terms to help others find your
content
• Explore and post other sites, like Vimeo, Viddler
79. • “Web application that combines data from more
than one source into a single integrated tool” –
Wikipedia
• Wildly popular mashup: Locate Starbucks
• http://programmableweb.com/mashups
www.findbyclick.com
Mashups
80. Best Practices - SharingBest Practices - Sharing
• Add “Share This” widgets to your website
• Create your own widgets that or visitors can
share on their own sites and pages
• Share the content of others
• Share your own content across platforms
81. Best Practices: RSSBest Practices: RSS
• Make sure your content has an RSS feed
• Share your RSS feed with site visitors, social
network friends, etc.
• Use RSS feeds to help streamline your social
media workflow.
82. Best Practices: BloggingBest Practices: Blogging
• Pick an interesting voice
• Maximize outbound links
• Set outbound links to be opened in a new
window
• Invite and encourage conversation
83. Best Practices: YouTubeBest Practices: YouTube
• Get a nonprofit channel
• Tag your videos with keywords
• Embed videos in your blog and website
• Engage commenters
84. Best Practices: FacebookBest Practices: Facebook
– Profiles are for People
– Get a Page, Get Some Fans
– Use Groups for Controlled Membership
– Use Events to Generate Attendance
– Causes: Donations or Visibility?
85. Best Practices: TwitterBest Practices: Twitter
• 70 – 20 – 10 Engagement Model (Angela Maiers)
– 70% - Sharing others voices, opinions, and tools
– 20% - Responding, connecting, collaboration, and co-
creating with like-minded Twitter colleagues
– 10% - Promoting and/or chit-chatting
– Tools for managing the voices Tweetdeck, Tweetie,
– Tools for productivity SocialOoomph
– Tools for recommending you and others MrTweet
86. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
87. UStream.tv
• live streaming video
• With a laptop and a Web cam or camcorder connected you
can easily broadcast live from an event
• Easy to embed in your blog
• Show pages allow for audience to chat and comment on an
episode
89. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
92. Facebook – Main Tabs
• Wall – mini press releases, announcements
• Info – static information about the city.
Overview, mission, etc.
• Photos – multiple photo albums
• Videos
• Many other possible tabs; start with these 3
and build.
• You can even add custom tabs!
93. Promoting – Facebook Page
• Put a Facebook icon on your website’s home
page.
• For the link, go to your new Page, and copy it
from the address bar.
• Promote your Facebook page in your
communications such as newsletters.
• Encourage your fans to share the Page with
their friends when you send out Updates.
94. Facebook Insights
• Facebook wants your fans to interact with
your Page:
–Wall posts
–Likes
–Comments
• Ask questions of your fans
–Surveys – polls - input
• Use a casual approach where appropriate
95. The 12 most annoying types of Facebookers
1. The Let-Me-Tell-You-Every-Detail-of-My-Day Bore
2. The Self-Promoter
3. The Friend-Padder.
4. The Town Crier
5. TMIer (The Much)
6. The Bad Grammarian
7. The Sympathy-Baiter.
8. The Lurker
9. The Crank
10. The Paparazzo
11. The Obscurist
12. The Chronic Inviter
96. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
97. Quick Stats
• 67% of those online globally visit social media sites
• Facebook has more than 250 million active users
• Twitter grew 1,382% from February 08 to February 2009
• Facebook grew 314% from February 08 to February 2009
• YouTube has 300 million visitors each month
- Statistics current as of 3 September 2009 - http://www.thatagency.com/design-studio-blog/2009/07/social-media-
statistics-for-2009/
98. A Look at the Numbers
• 200+ million active users
• 100+ million people log on at least once each day
• 3.5+ billion minutes spent on Facebook each day
(worldwide)
• Fastest growing demographic is 35+
• 30+ million active users accessing Facebook through
mobile devices
• Mobile users are almost 50% more active than non-
mobile
(source: Facebook press room)
100. A Look at the Numbers
• Worldwide visitors to Twitter approached 10M in Feb 2009, up
700+% vs. Feb 2008 (Comscore)
• 60+% stopped using Twitter a month after joining (Neilsen Online,
via Reuters)
• Older than you think!
– 18-24 year olds 12% less likely than average to visit Twitter
– 25-54 year old crowd is driving this trend
– 45-54 year olds 36% more likely to visit Twitter, making them the highest
indexing age group
– Next is 25-34 year olds: 30% more likely
• Twitter rose to over 800,000 users in June 2009, up from 13,000
in 2008*
Source: Reuters reporter Alexei Oreskovic.
* comScore study, June 2009 Reported in Marketing Charts, August 17th 2009
101. Social networks Popularity in
Australia
• Over 70% of Australian internet users visited a
social networking site in June 2009*
*comScore study, June 2009
Reported in Marketing Charts, August 17th 2009
102. LinkedIn
• over 40 million users on LinkedIn, the number in the UK is fast
approaching 2.5 million
• In the UK alone there are on average 75,000 new users every
month!
• The average LinkedIn user is 41 yrs old and has 15 years
experience - the majority being key decision makers in their
businesses.
• Many recruiters have switched from concentrating their focus
on job boards (Monster, Jobsite etc) to finding the best
candidates on LinkedIn because A) Its free and B) they can
search passive as well as active jobseekers.
103. Forrester Groups Social Media Activities Into Five Categories
September 2009 “Midlife Australians Flock To Social Media”
104. Middle-Aged Australians Increased Content Consumption And Use Of Social Networks
September 2009 “Midlife Australians Flock To Social Media”
105. Middle-Aged Australians Increased Content Consumption And Use Of Social Networks (Cont.)
September 2009 “Midlife Australians Flock To Social Media”
106. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
107. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking ✔
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
109. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
110.
111. Social Graph Data
111
- who in a network responds to my offer ?
- others like her in the network ?
- Identify “Influencers”
-Create rich profiles of demos, interests, behavior
112. Media6 identifies who is closest to you
“ your network neighbor”
112
“Lisa” buys on NineWest.com
Media6 maps “network neighbors”
based on visits to profile sites via
browser cookies
NineWest ads are shown to Lisa’s
closest friends, without identifying
or involving Lisa
114. A Tale of Two Business Models for Dating
Measure Elite
(eliteintroductions.com.au)
RSVP.com.au
Ratio men/women 50/50
Second date 87%
Marriage or Co-Habitation 25% 0.725%
(900 marriages from
1.24M)
User Investment $1495 to $4995 per annum
Socio-economics $250,000 plus in earnings
Travel-theatre-symphony-
opera-dining out
116. UCINET 6
• UCINET IV for DOS is free
• Grab bag of techniques and procedures
• Matrix centered view
– rows & columns - actors
– cell value - relationship
• Citation
– Borgatti, S.P., M.G. Everett, and L.C. Freeman. 1999. UCINET 6.0 Version 1.00.
Natick: Analytic Technologies.
• Network analysis requires:
– ##h file contains meta data about the network
– ##d file contains the actual data about the network
117. Useful References
• UCINET user guide
• Tutorial Prof Hanneman
• Network Analysis in Marketing (Webster & Morrison 2004)
• www.insna.org (international network for social analysis)
119. Standard Data Sets
• BERNARD & KILLWORTH
– FRATERNITY interactions among students living in a fraternity at a West Virginia college
– HAM RADIO radio calls made over a one-month period (voice-activated recording device)
– OFFICE interactions in a small business office.
– TECHNICAL
• CAMP 92
• COUNTRIES TRADE DATA
• DAVIS SOUTHERN CLUB WOMEN observed attendance at women’s club in 1930s
• FREEMAN'S EIES DATA
• GAGNON & MACRAE PRISON
• GALASKIEWICZ'S CEO'S AND CLUBS
• KAPFERER MINE
• KAPFERER TAILOR SHOP
• KNOKE BUREAUCRACIES 10 organizations and two relationships – money & info exchange
• KRACKHARDT HIGH-TECH MANAGERS
• KRACKHARDT OFFICE CSS
• NEWCOMB FRATERNITY
• PADGETT FLORENTINE FAMILIES
• READ HIGHLAND TRIBES
• ROETHLISBERGER & DICKSON BANK WIRING ROOM
• SAMPSON MONASTERY Experimental and case study of social relationships." Doctoral dissertation, Cornell Univ.
• SCHWIMMER TARO EXCHANGE
• STOKMAN-ZIEGLER CORPORATE INTERLOCKS
• THURMAN OFFICE
• WOLFE PRIMATES
• ZACHARY KARATE CLUB
• Borgatti, S.P., Everett, M.G. and Freeman, L.C. 2002. Ucinet 6 for Windows. Harvard: Analytic Technologies.
120. NodeXL - Excel 2007 template for viewing and analyzing network graphs
www.codeplex.com/NodeXL
121. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
122. Monitoring Brand Health
• Social Media Dashboard
– All social media sources relating to brand
– RSS technologies
– Mashups (e.g. YouTube, Flickr, Twitter, Nielsen, Google )
• Weak Signals
– Twitter early warning in advance of blogging
122
123. 8 Levels of Social Media Analytics
8 Levels of Analytics
(Davenport)
Social Media Questions
Standard Reports What conversations are taking place?
Ad Hoc reports When and where are conversations taking place?
Query Drilldown What are the sentiment of conversations?
Alerts What actions are required?
Statistical Analysis Why are these conversations occuring?
Forecasting What if conversations continue?
Predictive Modeling What conversations are next?
Optimization How can we lead conversations?
http://manobyte.com/blog/index.php/2008/11/what-is-social-media-analytics
orginally adapted from Davenport T (2007), Competing on Analytics
124. Brand Equity - Conversational
• Conversation Gap (Rubel 2005)
– Brand share of the online conversation
– Gap between the total number of conversations about a category
and the proportion which mention the brand operating in the
category
• Equities of a Brand (Stein 2006)
– Topics being mentioned in conversations about a brand with
equity share corresponding to the frequency at which each topic
is mentioned
See pp 115-116 Cook, N 2008. Enterprise 2.0 Hampshire,England: Gower Publishing
124
125. Conversation Gap - Vacation and Paris
125
* Total identified blogs: 99,181,005 @ 18 December, 2008
126. Paris – Equity Share Analysis of Attributes
126
* Total identified blogs: 99,181,005 @ 18 December, 2008
127. Monitoring TipsMonitoring Tips
• Set up comprehensive Google Alerts
• Set up a feed reader with
relevant blogs and new feeds
• Use Twitter Search to follow
hashtags and keywords in Twitter
streams
128. Measuring TipsMeasuring Tips
• Use URL shorteners like http://bit.ly
– These services track the number of clicks.
– If you post a link on multiple social media sites, associate a
unique short URL with each site. This can help you to
determine variances in your community members across
sites.
• Get addicted to Google Analytics
– Tracks top referral sites – including social media
– Number of unique visits
– Average amount of time per visit
– Bounce Rate
– Can help you develop metric benchmarks for envisioning
success
129. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
130. White Label Social Network?White Label Social Network?
• 2009 Nonprofit Social Network Survey Report –
30.6% of responding nonprofits had their own
social network
• Why would you want to create your own?
• Ning, GroupSite, SocialGo
• White Label Social Network Platforms Chart from
TechCrunch
131.
132. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ?
✔
135. Social networks, Twitter, and the practice of medicine
• a social network for physicians Ozmosis
• Sermo the best-known physician-only site.
• http://scienceroll.com/2008/04/11/ozmosis-vs-sermo-answers/
• Unlike Sermo, Ozmosis is not an anonymous site and Ozmosis
physicians are properly verified and clearly identified
• Ozmosis delivers a unique business model that enables physicians to
discover new products and services. Instead of selling pharmaceutical
companies access to peer over a physician shoulder, physicians on
Ozmosis can choose to learn about healthcare products and services
from other physicians in a trusted environment. Ozmosis maintains a
strict privacy policy and product discovery areas are opt-in for
physicians.
136. • "This Sentence Easily Would Fit on Twitter: Emergency Physicians are Learning to
'Tweet,'" posits that the value of Twitter for the medical community, particularly
busy ER docs, is that it can be used to send out relevant information in a timely way.
We know, in general, that patients who use social media tend to trust "people like
me"; why wouldn't physicians? So perhaps it comes as no surprise that one of the
doctors interviewed commented that he is more likely to review a medical journal
article if a trusted colleague tweets about it. "It's almost like we act as a group filter
to find the most relevant stuff.The article also observes that,Other emergency
physicians use Twitter because they are early adopters and like to tinker with new
technologies. An emergency physician from Northern California, Tim Sturgill, MD,
has blogged for more than 5 years and says he uses Twitter to communicate not only
with other doctors but to have conversations with those who, like him, are exploring
the potential of social media.
Eric Berger (Special Contributor to Annals News and Perspective) This Sentence Easily Would Fit on Twitter:
Emergency Physicians Are Learning to “Tweet” Annals of Emergency Medicine
Volume 54, Issue 2, Pages A23-A25 (August 2009)
137. The Red Cross handbook/policies help
keep order
http://sites.google.com/site/wharman/social-media-strategy-handbook
138. •Distributing emergency messages
• Facilitating classroom discussions
• Publicizing good news coverage
• Promoting major campus events
and building real-time community
conversation around guest speakers,
conferences, or commencement
(using hashtags like #uvagrad09)
• Giving busy campus figures who
don’t have time to blog regularly a
channel to communicate
Higher Ed Uses of Twitter
139. How Web 2.0 Supports the Myth of Paris
139
Lamps, Eiffel
Tower,france,
night, street,
notredame,
bw, church,
architecture,
toureiffel, city,
cathedral,
louvre,museum
Casablanca
“We'll Always Have Paris”
City of love , city of lights,
landmarks , museums &
galleries, Cafés, coffee,
conversations, friendship,
artists, lovers,
philosophers
City of love , city of lights,
landmarks , museums &
galleries, Cafés, coffee,
conversations, friendship,
artists, lovers,
philosophers
140. Paris Findings
– A search for Paris, France on Flicker returns well over one and a half million
photos and over quarter of a million for the Eiffel tower.
– You Tube has over 130,000 videos tagged Paris, France
– Pages of real time Twitter messages
– Google blog search shows 300,000 blog mentions of Paris, France
– Over 60,000 entries on Boardreader
– A virtual world of Paris in Second Life
(teleport via slurl.com/secondlife/Paris%201900/8/172/16)
• Youtube videos include Casablanca (1942) owing to the end of the movie
quote “We’ll always have Paris” which breaks free from covering specific
destination features of Paris
140
141. Social Media ROI
“Price-tags” memo:
• Unique visit to the blog post - £3 (based on
time on site)
• Each returning blog visit - £1.50
• A view on SlideShare (excl. embeds) - £1
• A view from embeds - £2
• A view of the screen grab on Flickr - £0.50
• A view of the link on Twitter/bit.ly - £0.50
• A comment - £1.50
• A SlideShare download - £1.50
• A fave on SlideShare - £1.50
• An embed from SlideShare - £1.50
• A Flickr click-through - £1.50
• A Twitter click-through - £1.50
Total Gain from Investment: £4832.5
ROI: £4832.5 / £14.32 = £337.46
Good enough? Or more can be done?
142. *Source: Engagement db.com July 2009 Prepared by Wetpaint and Altimeter
The Social Web for Business
Engagement to revenue – is there
a trend?
• The top 100 global brands & the social web
143. The Social Web for Business
What does it mean?
• Very hard to show definite cause and
effect
• However, the trend is very strong
• Businesses engaging heavily in the
social web have stronger growth
144. Measuring the ROI of Social Media
In Social Media, several metrics that can be taken into
account:
Attention (=traffic)
Participation (=comments, ratings, etc.)
Authority (=Technorati rating, inbound links, trackbacks)
Influence (=subscribers, fans, followers)
Sentiment (=largely immeasurable)
145. The Social Web for Business
Show me the money!
Wallflowers (low – or no - engagement
in 6 or less channels)
Selectives (high engagement in 6 or
fewer channels)
Butterflies (low engagement in 7 or
more channels
Mavens (high engagement in 7 or more
*Source: Engagement db.com July 2009
Prepared by Wetpaint and Altimeter
148. Dell
• Joined Twitter in 2007
• Has achieved over US$3 million in
sales from Twitter followers
• Multiple accounts
• Offer special deals with links
• Tracks conversions with
proprietary software
149. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ? ✔
12. Where will the jobs come from ?
150. 2009-11 Developments
(Source: Altimeter Group, Silicon Valley)
• Experimental testing in social media advertising
• Yahoo!, Google, Microsoft/Hotmail testing social media
integration with Webmail products
• Facebook Connect gains traction with media companies and
begins to monetize with an ad network
• Social shopping experiments start (retailers integrating social
network data)
• Spending on profile based targeting
• Targeting based on implicit data and social behaviors
• Diversification into enterprises
150
152. Privacy and permission considerations
• People will demand greater control over
when, where, and how their social profiles,
contacts, and content can be used
• Detailed permissions – sometimes on a friend-
by-friend basis – will be required
– A usability nightmare
– Need to “retrofit” old friends numbering in the
thousands
152
158. • Sports Active is a new product that is aimed primarily at a female
audience, specifically busy moms.
• Reached out to the communities of moms on BlogHer, Hi-Yech
Mommy, Cafe Mom, Mother Click, and iVillage.
• Ultimately, targeted 1000 influential mommy bloggers.
159. Agenda
1. Marketing transition
2. Tools and tactics of social media
3. Birth of video analytics
4. Facebook fan marketing
5. Global faces and networked places
6. B2B Social Networking
7. Social Network Analysis
8. Social Dashboards Brand Monitoring & Management
9. Create and Grow Communities using Ning
10. Industry Adoption & ROI
11. Social Networking – Where to next ?
12. Where will the jobs come from ? ✔
161. • Social Media Marketing InternshipFirmenname: research2guidance
•
• URL: www.research2guidance.com
• Kontakt E-Mail: markus.pohl@research2guidance.com
• Telefon: 0178/4007736
• Ort: Berlin
• Stellenbeschreibung:
• Tasks
• We are a Berlin based mobile/mobile application company. We develop smartphone applications and
offer research and consultancy services.We use different marketing channels to promote our products
and surveys. Social media marketing and web 2.0 channels play a major role in our marketing mix.We
promote through facebook, twitter, friendfeed, flickr, youtube and other platforms, blogs, forums. We
want to intensify our engagement in those channels and extent our reach. Your tasks:- serving our
existing channels and increasing our reach- exploring new channels and adding to our marketing
strategy- actively supporting sales process of one of our new market study- researching contact
information of contacts/companies of interest You will be working in a very agile working environment
with the opportunity to act independently. If you are a proactive character and interested in the topic
you will love the job. Required Skills- experience in either social media marketing or extensive use of
social media platforms and their possibilities to reach out to people- knowledge about the mobile
phones, smart phones and mobile apps market is helpful- communicative person- writing skills (in
English)- independent worker- former work or internship experience- very good English skills
• Start Date as soon as possible
• Duration1-2 months
• Salary350€/month
162. Community Manager
– iGoogle as your home page
– Google Blog Search
– Twitter Search and TweetGrid
– BackType
– FriendFeed
– GoogleReader and PostRank
164. #4038 Social Media Marketer As part of Crimsons
Interactive Services, Consultant
update our clients web content for their Partner
Community which is on the Jive Clearspace platform.
The position will involve, but will not be limited to:
* Managing, moderating and updating our clients
Partner Community hosted on Jive ClearSpace
* Overseeing web analytics and weekly reporting for
external communities through the Jive platform
(web-based platform)
* Managing projects Wikipedia contents and updates
165. Social Media Planning
A. Assess Your Online Inventory
• Web site and microsites
• Video and audio podcasts
• Photography
• Press coverage
• Communities
• Blogs (company and external)
• Microblogging (Twitter)
• External wikis
• Communities
• Social Networks
• Existing policies
B. Review Business Strategy
• Goals
• Culture
• Plan for stakeholder/executive buy-in
• Upcoming initiatives/campaigns
C. Audit Audiences*
• Investors
• Board members
• Analysts and other pundits
• Employees
• Customers
D. Develop Plan
• Goals
• Objectives
• Focus Areas
• Strategies
• Tactics
• Timing / Owners / Milestones
• Metrics
E. Policy Development
• Blogging & microblogging
F. Bootcamp
• Best practices overview
• Policy overview
• Tools training
• Blog platform (as needed)
• Twitter
• Other tools as appropriate
Deliverables
Approved Plan w/ Metrics
Scope of Work
Budget
Social media policies
Bootcamp
166. Social Media Engagement
A. Listening
• Blog monitoring
• Microblogs (Twitter, etc) monitoring
• Digital news media
B. Engagement
Blog planning
• Design and layout
• Banner design
• Content recommendations/
editorial calendar
• Coaching bloggers
• Ongoing blog counsel
Community Development
• Design and build communities
• Best practices for engagement
• Monitor
• Identify opportunities
Microblogging (Twitter, etc)
• Best practices
• Flagging issues for response
Social Networks
•Facebook
•LinkedIn
Multimedia
• Video (scripting, production, editing,
using our in-house studio)
• Podcast series (video or audio)
Social Media Relations
• Strategy and best practices
• Outreach/Introductions
• Social media releases
• SEO counsel
Events “In Real Life”
• Content development
• Recruit panelists/speakers
• Plan
• Logistics
• Campaign design
• Social media best practices
• Followup
Tool Recommendation
• Recommendations based on interest,
adoption, quality
Deliverables*
Blog design/layout
Community development
Social Network app dev
Video development
Event development
Social release development
Coaching and counsel
167. Social Media Optimization
Measure
Blogs
• Traffic
• Post frequency
• Comment traffic
• Links/Trackbacks
• Technorati/Alexa/Other
• Anecdotal
• Awards
Microblogs
• # Microbloggers (participation)
• # of followers (impact)
• # Quality of followers (reputation)
• # Updates (Presence)
Media metrics
• Share of voice/over time
• Volume
• Message penetration
Performance against deliverables
• Met/unmet
• Trends
• Conclusions
Tune
• Revise plan
• Reset metrics
Toolkit
• Radian6
• Factiva
• Backtype
• Twitter, Tweetdeck, Twhirl, etc.
• BudUrl, Tweetstats, Grader, etc
• Google Blog Search & Analytics
• RSS
Deliverables
Performance against metrics
Custom Analysis
Dave Caroll couldn’t get United Airlines to give him compensation for the damage to his $3500 guitar – he saw the baggage handlers – and he spend over a year filing complaints and dealing with customer service reps who wouldn’t help him until he got so fed up he wrote a song, “UBG,” and named and shamed the airline by posting it in a YouTube video.
The first 24 hours, he got 460 views. Then it went viral. 3M views in 10 days. Now, a month later? Almost 6M. His song became breakout hit, too. He put it up on iTunes for sale and it became the #1 cmdw.
As for United Airlines? Well, after the public outcry and the international media attention, they finally listened. They offered him $1200 in vouchers afterwards to cover the cost of the repairs he’d paid out of his own pocket.
And…United’s stock price plummeted 10% in the 4 days immediately after he posted the video on YouTube, losing $180M in value for its shareholders. That would have bought…oh, 51K replacement guitars.
One negative blog entry or video can “go viral,” creating an overnight PR disaster for your organization – ignore social media at your peril!
More people receive their news from social media sites than the New York Times & CNN
Social media tools have democratized opinions, given everyone a voice and a channel for grievances - Make your voice heard
Airlines scrambling to deal with complaints on Twitter, negative feedback on YouTube
The key is to focus on the relationships and connections that are enabled, not the technologies.
Think about the kind of relationship that you want. Do you want it to be short term and transaction, or long-term and intimate?
To help you think about this, I have a simple idea.
Web 1.0 was about transactions and in travel and tourism we do this well - foundation of transactional marketing
Web 2.0 is about relationships and we are only at the beginning of relationship marketing in online environments through tourists generating contents and reviews
Publishing platforms – Blogs, podcasts (BlogTalk Radio), vlogs, Qik, Flickr, YouTube, Vimeo, etc
Social networking sites – Facebook, Twitter, LinkedIn, Google Latitude
Democratized content networks – Digg, Kirtsy, Wikipedia, Stumble Upon, Ratings
Virtual networks – Second Life, World of Warcraft, Proprietary
Information Aggregators – Techmeme, Alltop, etc.
Edited social news platforms – Fark, Spin Thicket
Content distribution sites (bookmarking) – Delicious, StumbleUpon, Reddit, etc.
For most people, social media looks like this. YouTube, facebook, Twitter etc.
So what are your target audience doing in Twitter and why should you even care?
The reality is that Twitter – like a lot of social media – is where potential customers spread word of mouth. The customer decision process doesn’t happen on your website and increasingly may begin even before a person goes to Google. People ask other people for recommendations.
What laptop should I get for my son? But before you start thinking that it is more relevant to tech products than anything else, let’s look what else people are discussing.
My dad has given me money to buy a winter wardrobe. Where should I spend it? So there is an opportunity for clothing recommendations.
A link recommending a jewellery supplier – not only a recommendation but a direct, impartial and spin-free link. Now that is gold to that business – pardon the pun.
But – more importantly, what can be positive can also be negative.
Avoid the café in the Lovett Tower in Woden, Canberra. Their coffee is – well, you can see for yourself.
We know the old marketing saying that if someone likes your business they’ll tell 3 people. If they have something to complain about, they’ll tell 7.
This is extremely true on Twitter – but multiply that by a factor of thousands.
So what are your target audience doing in Twitter and why should you even care?
The reality is that Twitter – like a lot of social media – is where potential customers spread word of mouth. The customer decision process doesn’t happen on your website and increasingly may begin even before a person goes to Google. People ask other people for recommendations.
What laptop should I get for my son? But before you start thinking that it is more relevant to tech products than anything else, let’s look what else people are discussing.
My dad has given me money to buy a winter wardrobe. Where should I spend it? So there is an opportunity for clothing recommendations.
A link recommending a jewellery supplier – not only a recommendation but a direct, impartial and spin-free link. Now that is gold to that business – pardon the pun.
But – more importantly, what can be positive can also be negative.
Avoid the café in the Lovett Tower in Woden, Canberra. Their coffee is – well, you can see for yourself.
We know the old marketing saying that if someone likes your business they’ll tell 3 people. If they have something to complain about, they’ll tell 7.
This is extremely true on Twitter – but multiply that by a factor of thousands.
Should you care that Trib doesn’t like the coffee? Can one person’s whinge really make a difference?
Well, Trib is followed by over 4,000 people – far more than the 7 people we would normally assume. Trib is a popular and highly influential Twitter user – something he says has a genuine impact.
But whether a person has 4000 or 400 followers, the knock on effect is huge. One of those followers can retweet the original tweet, taking it to a further audience. That can be retweeted again. And again. Some messages have been retweeted a number of times, reaching potentially hundreds of thousands of people.
Don’t you want that message to be positive? If there are negative messages out there, wouldn’t you want to respond and turn that perception around?
I use tweetdeck, a free tool that enhances your productivity with Twitter. What I like about Tweetdeck is that it allows you to have multiple columns with separate groups and/or searches. I keep a column dedicated to anyone who mentions the word “Toastmasters” in their tweet. That way I can see what people are talking about in general. I also connect with other club members, by creating a Tweetdeck group (which shows up in a column) where I manually add my club members.
(numbers) denote word frequency
NOTE – It’s all the Starbuck’s near Moscone West – so you can perk up after this session…
Gmail is already doing this – most contacted in Gmail.
Add text – label these people in Gmail
Risks: beware hubris that you can MAP your social graph. Primariliy to provide social signs and feedback
References:
See pp 115-116 Cook, N 2008. Enterprise 2.0 Hampshire,England: Gower Publishing for description and references to both methods
Original source material for Rubel:
http://www.micropersuasion.com/2005/10/mind_the_conver.html (Steve Rubel’s blog - he works with Edelman Digital.
Gary Stein is a former Jupiter analyst and description of his method is adequately covered by Cook’s Enterprise 2.0 text book
Ken Miller to add word of mouth reference
BlogPulse Stats
Total identified blogs: 99,181,005
New blogs in last 24 hours: 185,752
Blog posts indexed in last 24 hours: 881,257
A Google Alert is an aggregate of the latest results from multiple sources (news, Web and blogs) into a single e-mail or RSS feed. A Web-based version of a clipping service.
Web or RSS feeds are the standard method of distributing dynamic content to subscribers. Dynamic content can include blog posts, newspaper or magazine articles, news releases, audio files and videos. Whenever you see the icon on the right you know you can click to subscribe to the content.
Strategy: Personal Connection
Emergency notifications
Tragedies do happen. Esp. since VATech.Students check their Facebook more often than their school’s e-mail accounts. With tools like Facebook and Twitter, some schools are finding it easier and quicker to spread news during an emergency. Significant cost savings of using Twitter.
Swine flu
Major Events
Live tweets during commencement, conferences, guest speakers - providing a place for the university community to engage and participate in the event as it’s happening. Live streaming video or collecting tweets during an event through a common hashtag
Publicizing Good News
Highlight their experts and the resources they make available to the public
Distributing selected news clips in a way that’s timely but that doesn’t run afoul of copyright rules
Repost U. news in MSM and use as a publishing tool in itself to connect directly with their audiences.
Campus Figures
Busy deans and program directors who don’t have time to keep up a blog but can find time to put out 140 characters every so often
DellOutlet is lucrative. Many more millions were made from those that went to buy non-discounted merchandise
Like anything else worth doing in your company there needs to be some framework set up that you can manage against. Needs to incorporate department level strategies, Management buy-in and support at all levels and the appropriate resources to make things happen.
What I am talking about is not a “let’s set up a corporate blog just because Acme did it”. This is a change in the way that some part or possibly all of your company operates and more importantly communicates. This is an evolution of communications: Pony express / mail, phone, fax, conference calling, videoconferencing, etc