Twitter Training

101Bryan Texas Utilities • COB Communications

with Jessica Willingham, Communications Coordinator

Social MediaTwitterFacebookLinkedInFourSuareYouTubeInstagramPinterestGooglePlusSpotify/Pandora

TWITTER

“Social media is not about the exploitation of technology, but service to your community.” – Simon Mainwarning

Social media is an ingredient, not an entrée.

The goal of social media is to turn customers into a volunteer marketing army.

Social media changes the relationship between companies and customers from master and servant, to peer to peer.

You must fight social media fire with social media water.

Am I Tweeting or Twitting?

Almost 1 million accounts added every day

Am I Tweeting or Twitting?

Almost 1 million accounts added every dayWe spend twice as much time tweeting as emailing

Am I Tweeting or Twitting?

Almost 1 million accounts added every dayWe spend twice as much time tweeting as emailingAverage business has 14,709 followers

Am I Tweeting or Twitting?

Almost 1 million accounts added every dayWe spend twice as much time tweeting as emailingAverage business has 14,709 followersMcDonalds employs 10 people to run their Twitter

Goals: Savvy Birds get the Worm

Goals: Savvy Birds get the Worm

Voice

Goals: Savvy Birds get the Worm

Voice Tone

Goals: Savvy Birds get the Worm

Voice ToneRelationship with followers

Goals: Savvy Birds get the Worm

Voice ToneRelationship with followersType of Information

Friendly, conversational, informative. Highest reach for a single post: 16,092

BTU’s campaign: 4,871

COB Facebook + BTU

TWITTER

What Kind of Information?

TWITTER

What Kind of Information?• An outage has happened

TWITTER

What Kind of Information?• An outage has happened• Areas affected

TWITTER

What Kind of Information?• An outage has happened• Areas affected• Estimated duration

TWITTER

What Kind of Information?• An outage has happened• Areas affected• Estimated duration• Estimated cause

TWITTER

What Kind of Information?• An outage has happened• Areas affected• Estimated duration• Estimated cause• When its been resolved

TWITTER

What Kind of Information?• An outage has happened• Areas affected• Estimated duration• Estimated cause• When its been resolved• Follow up information

https://twitter.com/dmepower https://twitter.com/TampaElectric

Follow the Leader

Tell us how you REALLY feel…

What was good? Awful? What could

work for BTU?

TWITTER TOOLS

Twitter main site

TWITTER TOOLS

Twitter main siteTwitter app

TWITTER TOOLS

Twitter main siteTwitter appHootsuite

TWITTER TOOLS

Twitter main siteTwitter appHootsuiteThe #Hashtag

#Hashtag#BTUoutages

#Hashtag#BTUoutages#BTUpower

#Hashtag#BTUoutages#BTUpower#BTUinfo

#Hashtag#BTUoutages#BTUpower#BTUinfo#BTUnow

On Twitter, things can go bad. Fast. What NOT to do.

Jessica’s Top 5things to never ever do on Twitter

1. Ignore the customer

Jessica’s Top 5things to never ever do on Twitter

1. Ignore the customer2. #Dont #Hashtag #Like #This

Jessica’s Top 5things to never ever do on Twitter

1. Ignore the customer2. #Dont #Hashtag #Like #This3. No manual retweets

Jessica’s Top 5things to never ever do on Twitter

1. Ignore the customer2. #Dont #Hashtag #Like #This3. No manual retweets4. Avoid automation

Jessica’s Top 5things to never ever do on Twitter

1. Ignore the customer2. #Dont #Hashtag #Like #This3. No manual retweets4. Avoid automation5. Don’t Be late

Jessica’s Top 5things that will make you awesome on Twitter

1. Always add value

Jessica’s Top 5things that will make you awesome on Twitter

1. Always add value2. Turn critics in to fans

Jessica’s Top 5things that will make you awesome on Twitter

1. Always add value2. Turn critics in to fans3. Write like a friend

Jessica’s Top 5things that will make you awesome on Twitter

1. Always add value2. Turn critics in to fans3. Write like a friend4. Don’t just tell, show

Jessica’s Top 5things that will make you awesome on Twitter

1. Always add value2. Turn critics in to fans3. Write like a friend4. Don’t just tell, show5. Fill the gap