sainsbury's tone of voice on twitter
DESCRIPTION
Some principles and guidelines of Sainsbury's tone of voice.TRANSCRIPT
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The power of language
@thomasknorpp@sainsburyspr Digital media manager
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Agenda
• How we’re set up• You’re my favourite supermarket• Worst. PR neologism. Ever.• How tiger bread changed its stripes• Beaten to death by Hulk Hogan• What you need to do
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How we’re set up
• Established presence on social• Social media policy• 24/7 press office• Close links to marketing and customer service• Continuous social media monitoring
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Tone of voice guidelines
• Listen• Mirror the language• Empathise• Helpful• Friendly• Cheeky • Human
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YOU’RE MY FAVOURITE SUPERMARKET
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MANAPÉS
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HOW TIGER BREAD CHANGED ITS STRIPES
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A customer letterabout Tiger Bread…
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… and our response
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A normal month: 3,500 visits a day
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A normal month: 3,500 visits a day
Giraffe bread:60,000 visits in a day
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4.5 million people reached
• Our tweet announcing the news was re-tweeted over 1,500 times, helping generate over 2 million impressions.
• Giraffe bread was the most read and most shared story on the BBC website the day it broke (over 19,000 shares)
• More coverage in the Telegraph, Daily Mail and Mail Online, Huffington Post, Metro and many more
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BEATEN TO DEATH BY HULK HOGAN
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What you need to do
• Listen, measure and engage• Find your tone• Be human• Look for opportunities to be funny, help or
inform• Be nimble• Make time and empower your people
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Right. Your turn. Questions?
@thomasknorpp@sainsburyspr Digital media manager