sfsu pr does twitter++

For BusinessFor Business

@jamesarmfield@jamesarmfield@@annemariep21@karlawitakay@karlawitakay

@GabrielaAcevedo@GabrielaAcevedo@Anh_Dao@Anh_Dao

@Harpreet_Hayer@Harpreet_Hayer@sashaskoda@sashaskoda

QuickTime™ and a decompressor

are needed to see this picture.

Customer Relations


• Establishing Twitter profile• Bio and description

• Ex. Comcast

• Team of “Tweeters”• Define roles and

responsibilities

Customer Relations


• Follow and listen• “I am so frustrated that Comcast

didn’t solve my problem at all!”• Michael Arrington’s frustration

Customer Relations

• Create personality• Ask questions

• @NightWind1112 We do not offer that product. Is there anything you would like us to help with?

• Direct followers to relevant information


Customer Relations


Customer Relations

• Engage in conversation• Direct Messaging

• Personal information• Thank you to new followers


Crisis Management


Crisis Management

• To prevent a crisis and communicate once crisis has hit

• Fastest way to respond and maintain an open channel

• Used within a broader strategy of social media channels


Crisis Management

LISTEN• To those who talk both positively and

negatively

• Pay special attention during new product launches, events, etc.– especially if controversy is likely


Crisis Management

Act Early• First 24 hours most crucial• Post story on site or blog, use Twitter to

link to information• Respond to questions/comments from

customers, media, those who have been directly impacted


Crisis Management

• DM media contacts and brand ambassadors to give them information they need

• Equip Twitter employees with answers• Update :

• When new news is released• The steps you are taking to fix problem• Eventually, steps you are taking to prevent

future situations


Domino’s Pizza


Corporate Reputation Management


• Social Media Web 2.0 Pioneers

Corporate Reputation Management

• Listening– Twitter search– Aware of public opinion

• Learning– Identifying potential problems– Improve on service

• Participating– Constant updates of events/promotion– Being apart of customer's experience


EVENT MANAGEMENT

• TIPS• Follow users discussing your product or brand

• Make your tweets meaningful

• Interact with other Tweeters who are interested

• Ask followers questions

• Interact with influential Tweeters


EVENT MANAGEMENT


Issues & AdvocacyConnect with others with similar interests

Non-profits & Issue advocacy organizations • Use Twitter to create a community• Provide useful information for followers

• Cover your real-life activism activities on Twitter• Use # keywords

@HumaneSociety @RedCross @AmericanCancer @socialactions @NWF @AIDSgov

@greenpeaceUSA


Issues & AdvocacyWho to follow:• Twitter Search: Helps find people that are

interested • Connect with other activists on Twitter

• Follow other non-profits, organizations

• Follow your followers

• Check twitter search often to update on those talking about your organization


Issues & AdvocacyDo:• Engage with Followers• Provide useful Information• Tweet about issues that matter• Tweet to add value to organization• Use twitter as a public service

Don’t:• Allow for long gaps of Inactivity• Use twitter only as a news feed


Twitter Search for Humane Society


Internal Communication


• Internal Communication is intended for members within a particular company and ONLY them.

• Example: Tweeting Gone Wrong• Ketchum Vice President, James Andrew


• Tips for using twitter for internal communications within a company

1. Set up an account and protect the updates so that people cannot see them

2. Register this twitter account with GroupTweet.com



• For example if I send a tweet • “Can everyone meet today @ 3pm to go over the proposal?”• A direct message sent to the general account, then the

general account will send out a message that says “via Harpreet_Hayer: Can everyone meet today @ 3pm to go over the proposal?”


Do’s of Using Twitter for Business

• See what other businesses are doing on Twitter

• Follow other Twitters with similar interests to establish presence

• Be dedicated to Twitter

• Engage customers and get constructive criticism

• Be transparent in your reason for tweeting

• Make sure your message directly relates to those you are reaching out to

• Provide value to your followers


Don’ts of Using Twitter for Business

• Use Twitter to push ads or brand messaging

• Tweet anything about clients, co-workers, friends etc…

• Use Twitter to tell your everyday tasks, make sure your tweets are resourceful & valuable to your followers

• Be boring!


Promotions


sfsu pr does twitter++

Technology