what the # is twitter?

Sarah MuellerVeridian Credit Union

@SarahLMueller . @veridiancu

What the # is Twitter?

The basics

Twitter is a microblogging social network that enables users to send and read 140 character messages called “tweets.”

The lingo

• Tweet • @Mention • Retweet • Hashtag • Reply • DM • Feed• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention • Retweet • Hashtag • Reply • DM • Feed• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention – a direct public message to another user• Retweet • Hashtag • Reply • DM • Feed• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention – a direct public message to another user• Retweet – to repost/forward the message• Hashtag • Reply • DM • Feed• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention – a direct public message to another user• Retweet – to repost/forward the message• Hashtag – a way to source conversations using a term• Reply • DM • Feed• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention – a direct public message to another user• Retweet – to repost/forward the message• Hashtag – a way to source conversations using a term• Reply – responding to a tweet• DM • Feed• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention – a direct public message to another user• Retweet – to repost/forward the message• Hashtag – a way to source conversations using a term• Reply – responding to a tweet• DM – a direct message allows you respond privately• Feed• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention – a direct public message to another user• Retweet – to repost/forward the message• Hashtag – a way to source conversations using a term• Reply – responding to a tweet• DM – a direct message allows you respond privately• Feed – constantly updating list of tweets• Follow

The lingo

• Tweet – 140 character message that is posted to Twitter.• @Mention – a direct public message to another user• Retweet – to repost/forward the message• Hashtag – a way to source conversations using a term• Reply – responding to a tweet• DM – a direct message allows you respond privately• Feed – constantly updating list of tweets• Follow – subscribe to another user

Breaking down a tweet

How do I get started?

• Listen• Develop a strategy• Engage your customers

Listen

The importance of listening– What conversations are

out there?– How are people talking

about your business?– What need can I solve

using Twitter?

Listen

• Find your keywords • Discover your hashtags• Set up monitoring tools

Using Twitter Lists• Lists allow you to

separate users into groups

• Use lists to cut down the noise

• Skim through to what you need to see

Strategy

Why should I use Twitter?

• Humanize your brand• Keep customers informed• Answer questions and provide service

Strategy

Before starting, make sure you can answer the question “why am I using Twitter” • Customer service• Connect with industry experts• Build your brand• Offer exclusive deals

Personality

• Branded Profile– Veridian uses a branded

profile but employees sign tweets with initials.

• Personal Profile– Employees use a

personal profile on behalf of a brand

Personality in 140 Characters

• Be a real person • Be authentic and transparent• Be fun • Add value• Retweet • Add media

Engage

Tips for success

• Provide relevant engaging content• Twitter is a conversation, not a broadcast• Encourage your staff to interact with you• Ask customers to engage

Measuring success

• Quality over quantity with followers• Watch the performance of your content• Content earning clicks, RTs and Favorites• Use URL shorteners for easy access to data

Warning!

• Don’t talk about your business all the time• Don’t constantly advertise products/services• Don’t be argumentative• Be careful and use common sense

When you run into trouble

• Kill ‘em with kindness• Offer to help, then follow through• Response, even if the person can’t be helped,

shows the Twitter community that you care

Thank you!

Sarah MuellerSarahLM@veridiancu.org

@SarahLMueller

Veridian Credit UnionFacebook.com/veridiancu

@veridiancu