Follow me on Twitter and be my Friend on Facebook… Please!

Use your Social Media as a ToolSTC – Paris 20/03/09

stanislas berteloot, marketing director, KDSstan@kds.com

Content

• What is it?

• How is it used today?– personal / business?

• How can organisations use it?

• KDS case studies

• How can SM be used to develop application?

• How can SM improve online help?

I am herebecause of

Jeremy

Because of Jeremy Cole

Jeremy Cole is MySQL Guru and co-founder at Proven Scaling LLC, previously Jeremy was MySQL Guru at Yahoo! Inc.,

Jeremy is vocal…

• This slide has been removed…

Jeremy is very vocal…

Jeremy is like all of us…He likes to be listened to.

Response to KDS: « I am very glad that you understood the nature and the purpose of [my post] and have been working to listen and reform;

that is fairly rare it seems.

I would like to see more of that! »

jcole.us/blog

Social Media is…

BlogsWikis

Podcasts RSSMashups

Social Networks

Well…

sort of.

Social Media

Really

is…

a Conversation…

That is powered by…

BlogsWikis

Podcasts RSSMashups

Social Networks

It is a conversation between…

Customers…

Employees…

Investors…

…People!

And guess what?

The social media conversation is…

Not Organized

Not Controlled

And not on message.

Social Media is…

…a brand new way of understanding

markets,

not just another messaging channel.

Are

You

Listening?

Listen because

78%

OF PEOPLE TRUST THERECOMMENDATIONS OFOTHER CONSUMERS.

ONLY14%OF PEOPLETRUSTADVERTISEMENTS.

Jeremy

=

The old communication model was a monologue

The new communication model is a dialogue.

Interact with your audience

• To understand them

• To provide them with more value

• To let them help you

• To let them help themselves

Push content

as if your life depends on it

Google is not a search engine.

Google is areputation-management

system

Free Tip #1

• "Tweets"  of 140 characters

• Posted to your profile or your blog, sent to your followers

• Use Twitter to inform and to ask. You will get what you give

Follow & auto follow

According to Hitwise data released on January 21st this year, Twitter usage in the UK has increased 10 fold in just 12 months - with celebrities such as Steven Fry, Jonathan Ross, John Cleese and Richard Branson even joining the ever increasing list of Twitterers. This follows hot on the heels of Hitwise announcing Twitter usage has overtaken that off Digg in the US.

• Use Hastags, Keywords• Follow people with many followers• Use auto-follow• Get Retweeted• Reply to the top Tweeters• Explain how to do something• Answer the right question (e.i. not « What are you doing »)• Feed from blog• Feed blog from Twitter

Free Tip #3

24-year-old CEO Mark Zuckerberg

Free Tip #2

• One profile• Pull from your blog and more• Carefully set privacy• Don’t go off the record• Don’t friend everyone• Create a public profile

What does KDS do with it?

• Marketing & Press Relation

• Lead Generation

• Product Development

• Road Map prioritization

How KDS interacts with its audience?

? Kds.com

=BlogsGroup

+

PortalForum

Story - 2008

• Market new positioning

• Gather real life anecdote

• Learn from the users

• Create an ownership

Take away: study / PR / White Paper (365 downloads)/ market ownership / Leads

BeyondMarketing

Google asks users to contribute and improve online help

Lets your users do the translation

Salesforce.com

Listens for you

Service Cloud

1. A person seeks technical support2. Posts questions on Facebook3. Receives replies helping solve the problems.

• Service Cloud determines which questions and responses represent meaningful issues and accurate answers.

• The system then incorporates this knowledge into the standard Salesforce customer service application.– It is shared with support reps, put on the web, used in self-

service customer environments, and so on.

Wiki

Online Schizophrenia?

Life question

Should I mix business with private life?

• What job do you do?• Which SN?

• Facebook public profiles• Linkedin• Twitter

Credits

Presentation by : stanislas berteloot, KDS

Social Media is…: Leewhite (on SlideShare)

The Conversation: An Introduction to Social Media: Tactica

What the F...K is Social Media: Marta Z. Kagan

Social Media Influencer Predication 2009: www.trendsspotting.com

Social Media & Word of Mouth: Marketing for Startups: Colour Creative Persuation

Social Media Rockstars: Arturo Pelayo, mediaalchemy.org

How to Change the World: http://blog.guykawasaki.com/