1. HOOTSUITE:MAINTAININGMULTIPLESOCIAL MEDIAACCOUNTSBRIAN HUONKER

2. WHERE YOU CONTACT ME Linkedin.com/in/bkhuonker/ Facebook.com/Designs.By.Brian Twitter.com/bkhuonker brian@huonks.com 3. HERES WHAT THE SESSION WILL COVER Set up your account Create your listening streams Scheduling post Familiarize yourself with analytics Communicate monitoring goals through conversations Monitor while on the go 4. SET UPYOURACCOUNT 5. SET UP YOUR ACCOUNT 6. SET UP YOUR ACCOUNT 7. SET UP YOUR ACCOUNT 8. Lets tr y.SET UP YOUR ACCOUNT 9. CREATEYOURLISTENINGSTREAMS 10. CREATE YOUR LISTENING STREAMS Why perform Social Listening? Brand Management Millennials like to engage with brands Customer Service 96% of unhappy customers dont complain, however 91% of those willsimply leave and never come back A dissatisfied customer will tell between 9-15 people about theirexperience. Around 13% of dissatisfied customers tell more than 20people. 70% of buying experiences are based on how the customer feels theyare being treated 55% of customers would pay extra to guarantee a better service 80% of customers prefer to speak with a representative at the weekends 11. CREATE YOUR LISTENING STREAMS Why perform Social Listening? Happy customers who get their issues resolved tell an average offour to six people about their positive experiences Word of mouth testimonials broadcasted across social mediachannels 12. CREATE YOUR LISTENING STREAMS Identify specific terms to listen for. Test searches Refine the terms as needed Find out what consumers are using to discover your site What terms do consumers use to reference you Industry specific words (and acronyms) 13. CREATE YOUR LISTENING STREAMS Create a new Stream for each Term or Phrase. Specific Tab set up for Conversations (up to ten streams per tab) Each stream can be a specific term or phrase, and can be set up tosearch Twitter or Google+ (you can search Facebook and LinkedInas well, but only conversations from your existing connections,whereas the other platforms will search all Public posts) You can use the Quick Search in the upper right Check your Conversations tab at least once a day to see whatstatus updates have been posted that match those search terms,and respond if appropriate. With Teams, you can send notes to others two review. 14. CREATE YOUR LISTENING STREAMS Twitter search features twitter searchcontaining both "twitter" and "search "owls rock"containing the exact phrase "owls rock ninjas OR piratescontaining either "ninjas" or "pirates" (or both) super mancontaining "super" but not "man #followfridaycontaining the hashtag "followfriday from:HootSuitesent from person "hootsuite to:invokesent to person "invoke @memelabsreferencing person "memelabs colbert since:2008-07-27containing "colbert" sent since 2008-07-27 w00t until:2008-07-27containing "w00t" sent up to "2008-07-27 unicorns :)containing "unicorns" with a positive attitude fail :(containing "fail" and with a negative attitude bacon ?containing "bacon" and asking a question rainbows filter:linkscontaining "rainbows" and linking to URLs 15. CREATE YOUR LISTENING STREAMS Influencer Listening. Who are the experts and ride theircoattails. Follow them and gain insight into your own business and industryas a result of reading what they say and share. Create opportunities for you to share and retweet these keythoughts and links to your own followers, creating value. By sharing and retweeting, and actively participating in the onlineconversations happening around these updates and individuals,you begin to link yourself with those individuals. The more you engage with and show an interest in theseinfluencers, the more interest they will show in you. But it has to begenuine. Retweeting me 25 times a day is not going to get meto show interest in you and your business. 16. CREATE YOUR LISTENING STREAMS Curate and Share Content A good rule of thumb for businesses who want to present a well -rounded and effective social media presence is to maintain an80/20 ratio for posted content. 80% of your social media posts should be from or about other people 20% should be from or about you. If all youre doing is talking about yourself, fewer people will beinterested. Streams within one or more Tabs and connect the news feeds fromyour social networks. Syndicator allows you to set up one or more RSS feeds fromwhatever websites and sources youre interested in. 17. CREATE YOUR LISTENING STREAMS Competition Monitoring. In the same fashion, keep informed of yourcompetition. Their consumers attitudes Their new products Their new services Etc 18. CREATE YOUR LISTENING STREAMS Go. 19. PUBLISHER 20. PUBLISHER Schedule post in advance AutoScheduler. Uses algorithms to determine the best time to post,per network, and schedules your post to take advantage of thattimeframe Have them reviewed by other team members Viewed as a calendar View past post Sc h e du le in b u lk ( th o ugh I d o n t a d vis e it) 21. Example. 22. FAMILIARIZEYOURSELFWITHANALY TICS 23. FAMILIARIZE YOURSELF WITH ANALYTICS In order to get the most out of social media for yourbusiness keep track of how your brand is performing across your socialchannels how social media is contributing to your ROI. Track your social media engagement and performance Its a ll a b o u t th e p o in ts 24. FAMILIARIZE YOURSELF WITH ANALYTICS Within the Analytics tab of yourHootsuite launch menu, Choose the report template thatyou would like to use. To build your report from scratch,click Build Custom Report underthe Customize field within theleft-aligned menu. Next, selectCustom Report in the pop-upwindow. 25. FAMILIARIZE YOURSELF WITH ANALYTICS Lets s ay youve c hosento create a custom report,which costs 0 points. With your remaining 50points, choose whichmodules you would like toinclude in your report. Modules are found underAnalytic Modules and aresorted by social network orfunctionality. 26. FAMILIARIZE YOURSELF WITH ANALYTICS Each module requires a different amount of points. In orderto view how many points each module requires, hover overth e + n e xt to th e mo d ule s n ame. 27. FAMILIARIZE YOURSELF WITH ANALYTICS Keep track of howmany points youhave used for areport in theReport Builderbar at the top ofyour dashboard. 28. FAMILIARIZE YOURSELF WITH ANALYTICS Lets r unthrough it 29. TEAMASSIGNMENTS 30. Why Use Assignments Helps to ensure no Twitter or Facebook message slips through thecrackseven in the busiest of work environments. Lets users assign Twitter updates directly from Twitter.com orFacebook wall posts directly from Facebook.com to any teammember, plus include notes for information on following up. Sends assignees email notifications whenever a new message isdelegated, and view assigned messages within a drop downassignment view in the browser. Allows you to monitor the progress of assigned tasksincludingauditing responses for quality assurance. Upon task completion,the assignee marks the message as resolved, allowing the assignorto monitor progress the whole way through. 31. When To Use Assignments PR Not all PR opportunities happen during work hours or whileusing the dashboard. If a Team Member spots something thatrequires attention, they can quickly assign the message to the rightTeam Member in order to mitigate the situation. Customer Support Did you spot a customer question or complaintwhile browsing twitter or facebook? Quickly assign it to you supportteam to ensure the quickest response and increase your customersatisfaction. Amplify Take advantage of tweets with a positive sentimenttowards your organization by assigning those tweets to beamplified. 32. Lets tr y(wa it, itsmore funwith morepeople) 33. MONITORWHILE ONTHE GO 34. Set up and save Twitter searches and streams similar to theDesktop dashboard. Add a new stream and set up to search 35. QUESTIONS