social media: beyond status updates
Post on 21-Oct-2014
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DESCRIPTION
You’ve created a social media strategy, you’ve determined how to measure your success, and you’ve written your first tweet. Now what? Libby Hall of Flint Interactive gives examples of interactive content that enchants your customers, contests and promotions to grow your fan base, and using listening and measurement tools to build on what works and modify what doesn’t. Question? Conact @FlintGroupTRANSCRIPT
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Beyond status updates Libby Hall, WestmorelandFlint
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Strategic Planning
1. What type of program is this? 2. What is the current relationship
with the audience? 3. How does your audience use
social media? 4. What’s your one thing? 5. How will you be human? 6. How are you going to use social
media? 7. What does success look like? 8. Who is responsible for what?
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Strategic Planning
Tactical Planning
1. Where is the home base? 2. What outposts will support the
home base? 3. What types of content will be
added regularly? 4. How is the audience going to be
activated and not just collected? 5. What ways can we make members
the star? 6. How will we make fans aware of the
home base?
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Execution
Strategic Planning
Tactical Planning
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Measure
Execution
Strategic Planning
Tactical Planning
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Measure
Execution
Strategic Planning
Tactical Planning
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Content
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Notyou
You
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Contests and promotions
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• Make participation easy
• Have a prize to match the effort
Tips for contests
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Facebook Promotion Guidelines • Promotions on Facebook must be administered within
Apps on Facebook.com, either on a Canvas Page or an app on a Page Tab.
• You must not use Facebook features or functionality as a promotion’s registration or entry mechanism. For example, the act of liking a Page or checking in to a Place cannot automatically register or enter a promotion participant.
• You must not condition registration or entry upon the user taking any action using any Facebook features or functionality other than liking a Page, checking in to a Place, or connecting to your app. For example, you must not condition registration or entry upon the user liking a Wall post, or commenting or uploading a photo on a Wall.
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Facebook Promotion Guidelines
• You CAN… – Give things away on your blog,
Twitter, or your website and promote on Facebook
– Invite fans to interact and reward them for doing so
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Measurement & Listening
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Metrics to Consider
Reputation Management Number of positive mentions Number of negative mentions Number of overall mentions
Customer Service Number of questions answered Decrease in call center questions Cost savings
Publicity Social connectivity Percentage of pickup Share of voice
Acquisition Number of new contacts Value place on a contact
Customer Loyalty Participation Size of community Increased positive mentions/reviews
Thought Leadership Share of voice Number of followers Number of mentions Time spent with content Number of clicks Content sharing Search volume
Networking Number of connections Interaction with connections Incoming Referrals
Crisis Mitigation Number of Negative Mentions Number of Positive Mentions
Awareness Number of Followers Number of Mentions Click Through Traffic Search volume Site traffic Klout score
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Look at page 164 in the Now Revolution book for a great metrics selection tool.
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Listening
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Google Analytics
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Facebook Insights
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Facebook Insights
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YouTube Insights
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YouTube Insights
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Twitter Tools
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Words to tweet by
• Strategy first • Make it about your fans, not your brand • Measure, adjust, repeat
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Questions?
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Resources • Tools and guides
– Twitter for Business Guide: http://business.twitter.com/twitter101
– Mashable small business guide: http://mashable.com/2009/12/04/small-business-guide/
– Facebook Advertising Guide. Learn about Pages, Ads, Share on Facebook, and Facebook Connect: http://www.facebook.com/advertising/
– Facebook Connect Developers’ Guide. What it takes to implement Facebook sharing tools on your website: http://developers.facebook.com/connect.php
– Facebook Promotion Guide: http://www.facebook.com/promotions_guidelines.php
– Social media responsibilities worksheet: http://www.scribd.com/doc/33806521/Social-Media-Responsibilities-Worksheet#stats
• Blogs and ongoing information – Flint Group blog: http://www.flint-group.com/blog/
– Jay Baer blog. National social media consultant and WestmorelandFlint alliance: http://www.convinceandconvert.com
– SmartBrief on Social Media. Daily email updates with headlines from the changing world of social media: http://www.smartbrief.com/socialmedia/index.jsp?campaign=webIndustries
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Monitoring Tools
• Broad – Social Mention: http://socialmention.com/ – Kurrently (Facebook and Twitter): http://www.kurrently.com/ – Google Alerts: http://www.google.com/alerts
• Specialized – Google Blog search: http://blogsearch.google.com/ – Board Reader: http://boardreader.com/ – Wikipedia: http://en.wikipedia.org/
• Twitter – Twitter search: http://search.twitter.com/ – Twitter Counter: http://twittercounter.com/ – Refollow: http://refollow.com/refollow/index.html – Feed My Inbox: http://www.feedmyinbox.com/ – Cotweet: http://cotweet.com/