Mk12 it trans-new
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Transcript of Mk12 it trans-new
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IT-TRANS 2012
Social Media in OV
Pieter Van Ostaeyen
9/10/2012 #MK12 : IT-TRANS 2012 - Social Media in OV
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http://www.youtube.com/watch?v=3SuNx0UrnEo&feature=related
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Waarom Social Media in openbaar
vervoer ?
• Dienstverlening
• Informeren
• Adviseren
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Wat is er nodig ?
• Social media strategie / beleid
• Middelen (budget)
• Mensen met kennis van zaken
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Wat betekent het eigenlijk ?
• Merkbekendheid
• Sympathie
• Het opbouwen van een relatie met de klant
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Hoe doe je het ?
• Reageer opmerkzaam en niet idioot
• Voeg waarde toe, wees relevant
• Engageer opnieuw & opnieuw
• Deel content, maar creëer waarde
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Wat brengt het op ?
Case study: Wiener Linien
• Meer dan 17 000 Facebook fans
• Meer dan 1 000 twitter volgers
• YouTube films meer dan 50 000 keer
bekeken
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Hoe ? Wiener Linien
• Facebook: 2 tot 3 posts per dag ~
operationele info, achtergrondinfo (behind
the scenes), wedstrijden …
• Twitter: frequente posts ~ operationele info
(storingen/omleidingen), achtergrondinfo
(behind the scenes), nieuws
• YouTube: content voor Facebook en Twitter
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Berichten bij ernstige
dienstverstoring
Behind the scenes
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Zeker niet!
• Censuur
• Hard reageren
• Feedback persoonlijk nemen
• Feeding the trolls
Graag ja! • Geef toelichting
• Begeleid klanten / reizigers
• Wees eerlijk en geef fouten toe
• Neem de klant serieus
• Creëer een positief imago en werk in op klantentevredenheid
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Hoe resultaat boeken ?
• S-tudy the audience
• T-ailor the experience
• O-rchestrate the details
• R-elate
• Y-ield long term relationships
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They always say that time changes
things, but you actually have to
change them yourself …
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9/10/2012 #MK12 : IT-TRANS 2012 - Social Media in OV
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9/10/2012 #MK12 : IT-TRANS 2012 - Social Media in OV
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9/10/2012 #MK12 : IT-TRANS 2012 - Social Media in OV
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9/10/2012 #MK12 : IT-TRANS 2012 - Social Media in OV
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9/10/2012 #MK12 : IT-TRANS 2012 - Social Media in OV
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Slotbedenking ~ Web3.0
http://youtu.be/iReY3W9ZkLU
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Bedankt voor uw aandacht
De presentaties van #MK12 kan je
vinden op:http://www.slideshare.net/marketingdag2012