Post on 10-May-2015
description
Social Media
What the heck is it?
1. Collaborative Projects● Wikis, Delicious, Diigo, StumbleUpon
2. Blogs & Microblogs● Twitter, Blogger, FourSquare, TriOut, Yelp
3. Content Communities● Flickr, YouTube, SlideShare, Picasa, SmugMug, iCloud
4. Social Networking● Facebook, MySpace, TuDiabetes
5. Virtual Game Worlds● XBox, PlayStation
6. Virtual Communities● Second Life
- Kaplan, A. M. and Haenlein, M. 2009. Users of the world unite! Challenges and opportunities of social media. Business Horizons, 53, 59-68.
What the heck is it?
Technology + Social Interaction = Communication
Social Media:Responding to Disaster
Social Media:Causing Disaster
#TwitterFail
#TwitterFail
#TwitterFail
#FacebookFail
#FacebookFail
#FacebookFail
#YouTubeFail
Social Media for Tech Services/Support
Could we? Should we?
(yes)
Examples
● http://twitter.com/DukeSAITS● http://twitter.com/NCState_Remedy● http://twitter.com/ncsu_oit● http://deimos.apple.com/WebObjects/Core.
woa/Browse/unc-public.1454456881● Others?
Thoughts, Guidelines & Best Practices
1. Know Your Audience○ You might have multiple audiences, so prioritize them.○ Internal
■ Just the IT group■ The rest of the larger IT group■ End users supported by IT
○ External■ The rest of the organization■ Customers of the larger organization
○ Sources■ Demographic data■ Pew Internet
Thoughts, Guidelines & Best Practices
2. IT should coordinate any social media efforts with the organizations communications group.
● Do you know anything about your communications group? No? OK, well it's time to learn. Look it up! Contact someone!
● See if there is a Social Media Policy. If so, follow it!● If not, think about:
○ Your naming convention for accounts:■ twitter.com/itsupport
○ Use of branding/images○ Much, much more
Thoughts, Guidelines & Best Practices
3. Develop a social media plan:○ Twitter is cool! Let's tweet a bunch!
Thoughts, Guidelines & Best Practices
3. Develop a social media plan:○ Twitter is cool! Let's tweet a bunch!
Thoughts, Guidelines & Best Practices
3. Develop a social media plan:○ What are the IT organization's mission/goals/outcomes?○ Map your use of social media to those outcomes!
■ Example:■ Supported end users will have adequate advance notice of
changes that impact their daily work.■ Twitter account will be used to push messages, and users will
be encouraged to follow.○ Who will be responsible? (Time is an overhead cost.)○ How/when will you measure success?
Thoughts, Guidelines & Best Practices
We Could Spend All Day Discussing:● Analytics● Branding● Comment Policy● Privacy/Security● Professional v. Private Accounts● Staffing● Training● Meta-data● Tools● Archiving● More on Analytics!
References and Reading
● A Chronology of Brands that Got Punk’d by Social Media● Domino's Case Study● Social Media Policies
○ The Real World■ The Good, the Bad, the Ugly■ Listing by Industry
○ Higher Ed■ Case■ .EduGuru
○ Personal Social Media Strategy ● Pew Internet
○ Social Networking○ Generations & Gadgets
● Facebook: Fan Pages versus Groups● hashtags.org