Social Media & Its Role in Communications - 21 Nov 2011
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Transcript of Social Media & Its Role in Communications - 21 Nov 2011
Social Media
Its role in communications
Expectations
• Interactive and engaging• Ask great questions – the more you give the more
you get back• Share your experiences and frustrations• Questions and answers• Smiles• Be active in conversation• Use real/relevant examples
Kobe earthquake January 1995
People kept asking 1 basic questionWhat can I do to help?
Reality
• Wasn’t much we could do• Internet hadn’t matured yet as a place to
respond to disaster• Donate blood• Pick up phone – donate money• Not much else to do in 1995• No way to collaborate in time of crisis
9 / 11Trying to sort out fact from fictionGoogle groups
Tsunami
Boxing day 2004
From 2001 – 2004
• Group of bloggers got together – “Tsunami help blog”
• Easy to role out blog – add wiki – now hub where people can share info. Collect info through mobile phones and be aggregated in 1 place
• Go to place for any info
Queensland Floods 2011
Queensland floods
• Hashtag on twitter #qldfloods• People posting info about lost relatives• Friends/family turned to social media in desperate
bid to help find loved ones• Suddenly internet made big leap. We could donate
something else. Skills. Technical. Faster and larger scale
• Integration into traditional media with eg. Hashtag• People working together, collaborating
Services
• Queensland Police – Facebook/Twitter profile which communicated key messages to residents including evacuation information for those who are able to access 3G services – Facebook got 125 million hits
• RSPCA - Call out to adopt animals resulted in entire shelter being emptied before the flood waters took over
Sweet Tweet - Video
What we will cover today!• Social media stats - the state of our nation 2011• Monitoring, listening and engaging• Setting measurable objectives• Strategy• Planning• Resourcing• Integration• Reporting• ROI Model• Have the conversation – buy in
Introductions
• Name• Where you are from• Position• Where your organisation is at in terms of social media
– eg. Planning stage, implementation stage or continuous improvement
Social Media Statistics
According to Nielson, almost 40% of all Australians are now
interacting with companies via social networking sites, reinforcing notions that
Australians are open to engaging with brands and companies
online.
Social Media Statistics• Number of Australians utilising Social Media is estimated at 9.9 million March 2011.
• 86% of Australians online are looking to fellow users for opinions and information about products, services and brands.
• Of 9.9 million utilising social media, over 7 million of Facebook and 2 million on Twitter.
• Facebook currently has 9.8 million unique Australian visitors going to the site every month – January 2011.
• Australia has 2.1million people on LinkedIn – socialbakers.com
• Tablet ownership is currently at 8% and is expected to triple this year Nielson, 9th March, 2011
Monitoring and Measuring
Monitoring and Measuring
• Investigation into demographic online
• Your brands digital footprint
• Sentiment – positive, neutral, negative
• Competitor analysis
• Conversational segments – categorisingeg. Customer service, mention of new product, etc
• Share of voice
• Crisis Management - keywords
Demonstration of Monitoring Tools
Example of desktop
Free Monitoring Tools
• SocialMention.com• Search.Twitter.com• Research.ly• Klout.com• Google alerts• Twellow
Task
• Write down what types of “social key words” online users may say about your brand/product/service.
• Who are your competitors?• Write down 1 up and coming comms/marketing
campaign – what would you want to track from this? Eg. sentiment, keywords, influencers for the brand
• What are you users passionate about, what amuses them and what do they choose to do in their free time?
Social Media Strategy
• Goals• Measurable objectives• Identify metrics• Look at current strategies – possible integration• Measure success • ROE and ROI• Small wins using social media VS full social media
program
Elements of a Social Media Strategy
What have you done so far?
• Tick these off on the sheet• Circle what needs to be done next
Building a Successful Social Media Strategy
Create Buy In• Make sure upper management believe in social
media and the purpose it has in the organisation• Ensure that it is used for relationship/community
building initially – and number one goal is that it is not used as a sales tool
• Long term commitment, long tail approach – not marketing gimmick
Testing and Experimentation are Keys to Success
7 Steps for Social Media Strategy
1. Determine your goals and objectives
• Customer service, Marketing, PR or Communications – It’s irrelevant
• Understand goals and objectives and how they tie in with company goals
• Be SMART • What are some of your goals????
2. Research
• Monitor and measure – e.g. Radian 6• ‘Dip your toe in the water’ report• Develop list of social media sites where you
can engage your target audience
3. Identify influences
• Outline an outreach list• Radian 6• KloutScore• Technorati• Alltop• LinkedIn• Blogger outreach program
4. Engagement Strategy
• Valuable/shareable content• Timeline• Influences• Consistency• Use right platforms• Relevance• Encourage colleagues to identify
opportunities
5. Integration• Integrate Marketing/Communications
activations• Ensure all social media platforms are ‘talking
to each other’ in some manner.• Website• Mobile devises• TVC’s/Radio/Print
6. Measure results• Tie in goals and objectives
e.g. Improve brand presence – number of followers on Twitter/fans on Facebook/comments on blog/comments in social environment
What metrics are you using to measure the success of social media? What objectives are you
measuring using these metrics?
7. Analyse Adapt Improve
Resourcing
• Time• Staff • Equipment• Agency
Resource Calendar
• Content timeline• Profile management• Employee identification – e.g. Community
Manager or Agency• Integration of social media strategies into
current marketing calendar/comms plan
Training Your Company for Social Media
• Taking steps:• Help staff understand your business’ bigger
social media picture• How their use of channels fits into big picture• How their online interactions impact the
reputation of your company’s brand (as well as their own personal reputation).
Digital Footprint
Education
• Almost guaranteed that small segment of your employee base won’t be comfortable with even the basics of online social networks.
• You’ll need to account for them.
Education
• Invest time, effort and do a bit of thinking outside the box to create a strong and comprehensive social media training program for your company.
Education
• With the right information in hand, you can create a solid training program that gets your basic-level employees feeling comfortable and your advanced-level employees ready to use their social networking skills on your company’s behalf.
Training Your Company for Social Media
• The specific reasons why training everyone in social media use is so important
Hiring
• Hiring an intern to run your social media program - A BIG NO NO
• Even the most “skilled” social networkers will need to be trained in some way or another.
• Just because they’re good with their personal social media activations doesn’t mean they’ll be a hit business wise!
Who and Why?
• Digital Native: • Savvy Technologist: • Reluctant User: • Digital Contrarian: • Digital Newbie: • You’ll have all of these archetypes within your
employee base, and will need to create training based around the various comfort and use levels of each.
Digital Native: • The digital native is someone
who’s grown up in a highly digital world. They’ve had access to various online social platforms most of their lives and are very comfortable using those platforms, as well as adopting any new ones that come on the scene. Digital tools are a part of digital natives’ daily lives, to such a degree that many of them would be at a loss as to how to go on about their days if some of these tools were taken away.
Savvy Technologist: • The savvy technologist is someone who,
while not having grown up with them, feels comfortable using most online social platforms and digital tools. These people approach new platforms with caution and often let others fumble around before joining in.
• While they lean toward using digital tools to manage their daily lives, savvy technologists have no problem reverting back to their analog ways if necessary, and sometimes even opt to maintain those analog habits that seem more efficient and effective (e.g., maintaining a written day planner).
Reluctant User• The reluctant user is someone who’s
aware of the digital world and social media but hesitates to explore and dive into the digital space. These people have heard of big-name social networks like Facebook and probably carry around a smartphone for work, but that is the extent of their digital adoption. They do not think about or use digital tools more than necessary and generally resist incorporating those tools into their lives.
The digital contrarian • is someone who’s averse to the
digital world. They’ve probably heard of social networking but they think it’s a bunch of rubbish, and they’ll use email for work purposes, but if they have a personal email account, it was set up by a friend/sibling/child and is rarely if ever checked. These people prefer and almost strictly use traditional communication channels to reach their friends, family and business partners. If you send them an email, they’ll ask you why you didn’t just give them a call.
Digital Newbie: • Unlike the digital contrarian, the
digital newbie isn’t opposed to the digital world so much as they are simply unaware of it. While the digital native might feel these folks must live under rocks, digital newbies go on about their day not thinking or wondering about the online social world or the need for an iPhone. Their life and day-to-day activities go on just fine without any digital intervention, and they don’t see the need to change their habits or behaviors.
The preparatory steps you need to take during your program planning phase
Training Your Company for Social Media
Discussions needed
• Surrounding specific social media needs/expectations of each team within your organisation.
• Seeing how those needs and expectations fit within the boundaries of your current social media strategy
Training program
• It’s important you create a training program that ties to your company social media plan and addresses the various needs of those who will be participating.
A loose framework to plan your training course programming
Training Program and Framework
• Due diligence• Brainstorming the who, the what and the
which• Create your social media team• Using external training and resources• When building your program you need to
state your goals, objectives, benchmarks and reviews
Your basic program
• Explain what is social media through question and answer
• Explain direct benefits for your business• Listing how to identify and new business• Community management• Collaborations with other internal teams• Continuous learning
Internal hurdles and considerations
Internal Hurdles
• Nervous?• Trust your employees• Find their voice within the framework• Honest/natural voices• Honest customer service – if you make a
mistake deal with it through social media• Listen
Ongoing education and post-training resource planning
Ongoing Education and Training
• Keep your finger on the pulse• Knowledge is power and it is never too late to
start!• Continuous improvement
Policy, Crisis Management & Style Guide
Policy• Have a staff policy• Educate all staff on do’s and don’t’s of social
media• Educate all staff on why the company is using
social media• How will they play a part in this?
Policy, Crisis Management & Style Guide
Crisis Management• Create social media steering group• Foresee what could go wrong• Have strategies in place to address a crisis• Tackle head on – be authentic• Who? On what platform? In what timeframe?
E.g. – Domino’s Pizza incident
Workers fired for Domino's prank video
The Response
Policy, Crisis Management & Style Guide
Style Guide• Create a voice and tone for your brand• Identify words and phrases commonly used• Keep tone consistent• Liaise with other internal users to maintain
continuity
Reporting
Example of what a “dip your toe in the water’ social media report can look like
Shared Interests and values vs demographic categories
Case Study
KLM Airlines
KLM Airlines
Case Study
PricelineDestination GippslandGecko’sCFA
Case Study
• Governments NATAL trauma centre for emergency blood.
ROE/ROI Model
Your questions answered
What’s to come?
• A few …• QR codes in their stores which enable you to
“Like” a product by scanning a QR code which then posts to your Facebook wall.
• Google wallet and google offers• Facebook Deals – Facebook Group Buy and
Facebook Credits
Outstanding Resources
• http://thinktankmedia.com.au/blog• http://mashable.com• http://radian6.com/blog• http://socialmediaexaminer.com• http://www.ted.com/talks/• http://thenextweb.com/• http://slideshare.net/sammutimer
Connect with us
• Website: thinktanksocial.com.au• Tel : 03 90231487• Twitter - @sammutimer / @eddiegramm