SFSU PR does Twitter++
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For BusinessFor Business
@jamesarmfield@jamesarmfield@@annemariep21@karlawitakay@karlawitakay
@GabrielaAcevedo@GabrielaAcevedo@Anh_Dao@Anh_Dao
@Harpreet_Hayer@Harpreet_Hayer@sashaskoda@sashaskoda
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How to Use Twitter For Business
• Customer Relations• Crisis Management• Corporate Reputation Management• Event Management• Issue Advocacy
• Internal communication • Promotions
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Customer Relations
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
• Establishing Twitter profile• Bio and description
• Ex. Comcast
• Team of “Tweeters”• Define roles and
responsibilities
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Customer Relations
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
• Follow and listen• “I am so frustrated that Comcast
didn’t solve my problem at all!”• Michael Arrington’s frustration
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Customer Relations
• Create personality• Ask questions
• @NightWind1112 We do not offer that product. Is there anything you would like us to help with?
• Direct followers to relevant information
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Customer Relations
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Customer Relations
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Customer Relations
• Engage in conversation• Direct Messaging
• Personal information• Thank you to new followers
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Crisis Management
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Crisis Management
• To prevent a crisis and communicate once crisis has hit
• Fastest way to respond and maintain an open channel
• Used within a broader strategy of social media channels
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Crisis Management
LISTEN• To those who talk both positively and
negatively
• Pay special attention during new product launches, events, etc.– especially if controversy is likely
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Crisis Management
Act Early• First 24 hours most crucial• Post story on site or blog, use Twitter to
link to information• Respond to questions/comments from
customers, media, those who have been directly impacted
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Crisis Management
• DM media contacts and brand ambassadors to give them information they need
• Equip Twitter employees with answers• Update :
• When new news is released• The steps you are taking to fix problem• Eventually, steps you are taking to prevent
future situations
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Domino’s Pizza
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Corporate Reputation Management
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
• Social Media Web 2.0 Pioneers
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Corporate Reputation Management
• Listening– Twitter search– Aware of public opinion
• Learning– Identifying potential problems– Improve on service
• Participating– Constant updates of events/promotion– Being apart of customer's experience
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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EVENT MANAGEMENT
• TIPS• Follow users discussing your product or brand
• Make your tweets meaningful
• Interact with other Tweeters who are interested
• Ask followers questions
• Interact with influential Tweeters
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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EVENT MANAGEMENT
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Issues & AdvocacyConnect with others with similar interests
Non-profits & Issue advocacy organizations • Use Twitter to create a community• Provide useful information for followers
• Cover your real-life activism activities on Twitter• Use # keywords
@HumaneSociety @RedCross @AmericanCancer @socialactions @NWF @AIDSgov
@greenpeaceUSA
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Issues & AdvocacyWho to follow:• Twitter Search: Helps find people that are
interested • Connect with other activists on Twitter
• Follow other non-profits, organizations
• Follow your followers
• Check twitter search often to update on those talking about your organization
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Issues & AdvocacyDo:• Engage with Followers• Provide useful Information• Tweet about issues that matter• Tweet to add value to organization• Use twitter as a public service
Don’t:• Allow for long gaps of Inactivity• Use twitter only as a news feed
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Twitter Search for Humane Society
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Internal Communication
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
• Internal Communication is intended for members within a particular company and ONLY them.
• Example: Tweeting Gone Wrong• Ketchum Vice President, James Andrew
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Internal Communication
• Tips for using twitter for internal communications within a company
1. Set up an account and protect the updates so that people cannot see them
2. Register this twitter account with GroupTweet.com
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Internal Communication
• For example if I send a tweet • “Can everyone meet today @ 3pm to go over the proposal?”• A direct message sent to the general account, then the
general account will send out a message that says “via Harpreet_Hayer: Can everyone meet today @ 3pm to go over the proposal?”
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Do’s of Using Twitter for Business
• See what other businesses are doing on Twitter
• Follow other Twitters with similar interests to establish presence
• Be dedicated to Twitter
• Engage customers and get constructive criticism
• Be transparent in your reason for tweeting
• Make sure your message directly relates to those you are reaching out to
• Provide value to your followers
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Don’ts of Using Twitter for Business
• Use Twitter to push ads or brand messaging
• Tweet anything about clients, co-workers, friends etc…
• Use Twitter to tell your everyday tasks, make sure your tweets are resourceful & valuable to your followers
• Be boring!
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Promotions
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Promotions
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh
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Promotions
For Business | James | Anne Marie | Karla | Sasha | Harpreet | Gaby | Anh