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