twitter for it managers: basics and beyond
DESCRIPTION
Twitter is here to stay and is quickly redefining how your customers and stakeholders interact online. How can you leverage the power of this microblogging platform to improve customer service, manage IT crises and build your brand? In this interactive Lunch+Learn Webinar, you'll get a step-by-step breakdown of how the Twitter service works and how to get started using it. Moreover, you'll be able to engage with industry experts on best practices, case studies and pitfalls to avoid. Attend this one-hour Webinar to learn:* The Twitter basics and relevant software tools to drive a corporate Twitter strategy Guidelines for creating Twitter policies, and the consequences if you don't.* the case of Fake Stephen Conroy * How to support customers in 140 characters or less: the experiences of Macquarie Telecom and Net Registry * And more...TRANSCRIPT
Twitter for IT Managers ‐ Basics and Beyond
Audio Options: Listen to the presentation using your computer speakers or dial in on
the phone using the following:
Australia: +61 (0) 3 9008 6791New Zealand: +64 (0) 9 985 3580
Phone code: 528‐920‐547
We will begin at approximately 12:05pm Australian EST
1st October 2009
Twitter hash tag for today: #twitter4it
Your Moderator
Nathan Cochrane Editor in Chief
iTnews
Twitter hash tag for today: : # twitter4it
@stephenconroy
Leslie Nassar“Fake Stephen
Conroy”
@richardatdell
Richard BinhammerDell
Corporate Communications, Social Media and
Corporate Reputation Management
Our Presenters
@bdgiesen
Brian GiesenSenior strategist with Ogilvy PR's 360° Digital
Influence Group
@GlennDCitrix
Glenn DobsonQuality Assurance
Manager of Global Customer
Support Citrix Online
Brian GiesenSenior strategist with Ogilvy
PR's 360° Digital Influence Group
@bdgiesen
360° Digital Influence
Twitter for IT
What is Twitter?
Highly popular with celebrities, media and executives, Twitter is a microbloggingplatform composed of 140 character answers to 1 simple question: “What are you doing?”
March 2007Twitter wins SXSW Award
July 2006Twitter Goes Live
April 2007Obama Joins Twitter
April 2009Ashton Beats CNN to 1,000,000 followers
November 2008The Real Shaqjoins Twitter
June 2009More than 2 billion Tweets
December 2008Dell Generates $1 Million from Twitter
April 2009501 Aussie Journoson Twitter
April 2008Comcast Uses Twitter to Help Customers
In Australia, the annual growth rate for Twitter is 3,200% over the past year.
You can Tweet by using:• Twitter.com• Desktop applications• Mobile devices
» Search
• Seesmic
» Respond
» Sort & Filter
Twitter Tools
Strategic approach to Twitter
Ogilvy’s 3-step methodology for using TwitterA strategic approach
• Start by identifying your business or communications objective for using Twitter:
– Customer Service
– Trend & Information Sharing
– Crisis management
• No matter the objective, our approach involves3 steps
Ogilvy’s 3-step methodology for using TwitterA strategic approach
3. ENGAGE2. CREATE1. FOLLOW
Business objective:
Improve customer service
Customer service example: twitter.com/BigPondTeam
Telstra’s BigPond became the first telco to join Twitter in Australia.
The company uses Twitter to troubleshoot problems customers are
having with their Internet service.
Business objective:Improving customer service
1. Follow
– People talking about your products/services
– Search using Search.Twitter.com or TweetScan
– Use organisation tools such as TweetDeck to track new mentions
2. Create
– A Twitter handle with clear personality
– Tweet information relevant to your customers: proactive tips, company information, etc.
3. Engage
– Answer questions about your product/service
– Respond to comments about your brand
– Direct people to helpful info on your site
– Direct message for specific issues
Anyone who has customers – B2C, B2B, G2B, G2C – can use Twitter to quickly listen and respond to customers to build goodwill and address problems before they escalate into a crisis.
In summary
Get Flickrhttp://tinyurl.com/ogilvytwitter
image:
Additional resources:http://delicious.com/360DI/twitter
Leslie Nassar“Fake Stephen Conroy”
@stephenconroy
Poll question:
Are you using Twitter to support your customers?
Richard BinhammerDell
Strategic Corporate Communications, Social Media and Corporate Reputation Management
@richardatdell
Dell, Social Media, Twitter
32
Twitter and Revenue
33
Twitter: Beyond Revenue, Cumulative Follower base over 1M1. Share information from our blogs2. Dell offers, some just on Twitter3. Connect directly with Dell customers
Dell people use Twitter for their business purpose (answer questions, solve issues, chat about tech, Dell initiatives). Examples:
– @paradigmshift, Mark Weston our lead technology and education person, as well as @edu4u, our education community;
– @johnbatdell is Dell connector with gamers – @Dell_mini is the product development team for this product and they
seek input and ideas from customers on Twitter; – @mdomsch is from the office of the CTO connecting with Linux folks – @Dellservergeek connects with enterprise/data center customers – @bruceericatdell connects to Enterprise customers– More than 100 others
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Dell’s Direct Model = Direct Engagement
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“These conversations are going to occur whether you like it or not. Do you want to be part of that or not? My argument is you absolutely do.
You can learn from them. You can improve your reaction time. And you can be a better company by listening and being involved in that conversation.”
Michael Dell,October 17, 2007
BusinessWeek
Glenn DobsonQuality Assurance Manager of
Global Customer Support Citrix Online.
@GlennDCitrix
Twitter Search Tools
TweetDeck
TweetGridCoTweet
Branded Twitter Accounts
Question & Answer Session
Get started today!
1800 451 485(NZ Toll Free: 0800 424 874)
www.GoToAssist.com
Please call now to have all your questions answered.
We will send you a link to the recorded session within 24 hours.
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