Social Media Realities

www.SocialMediaDelivered.com

Tuesday May 13, 2010

What the heck is this stuff? Why should I care?

Presented By:

Speaker: Eve Mayer OrsburnCEO/Founder, Social Media Delivered

AGENDA

1. Facebook Overview

2. Twitter Overview

3. LinkedIn Overview

4. Social Media General Principles

5. Social Media in the Contact Center

FACEBOOK OVERVIEW• Over 400 million users around the world• Median user age is 26 years old, but increasing steadily• Over 33% of the U.S. population is on Facebook• 50% of active users access the site each day• More than 700,000 business have a fan page• Facebook overtakes Google: most popular

U.S. website (4/10)

Why use Facebook?

• Create brand awareness: Business to Consumer (B2C)

• Build loyalty through discussions

• Engage in customer communications

• Identify opportunities for improvement

• Release product and services information

• Friend: Someone you are connected to onFacebook and share information with

• Fan Page: Page set up specifically around oneorganization, person, cause or product

• Fans: People who choose to subscribe to Fanpages to be updated on their favorite topic

TERMINOLOGY

TWITTER OVERVIEW• 105 million world wide users; Average Age is 31• Focused on a ‘person to person’ conversation• Simple to use and understand, from PCs, PDAs, etc• Short text messages (140 characters), can also

include pictures, videos• Spreads any news (good or bad) FAST

Why use Twitter?

• Simple to use and understand

• Platform for marketing, PR and customer relations

• Engage in customer communications

• Monitor to gauge customer opinions – good or bad

• Nip product issues in the bud

• Tweet: Message that someone types and shares

with their followers

• Follower: A person who is signed up to see

your updates

• Retweet: When a follower shares your tweet

with their followers

TERMINOLOGY

LINKEDIN OVERVIEW• 65 million business professionals; Average age = 41• Average household income of LinkedIn user = $109K• Known as the most affluent social media vehicle• 80% of companies say that they will use LinkedIn to

make a hiring decision this year• Key executives from most Fortune 500 companies

are on LinkedIn

Why use LinkedIn?

• Targeted hiring/getting hired (actively or passively)

• Finds customers, forms business partnerships

• Finds venture capital and investors

• Establishes credibility with the right audience

• Creating topic-centric communities (LinkedIn Groups)

• Profile: Professional online resume page

• Connection: A person directly connected to you

• Group: Community with common interests fordiscussion, polling, etc (e.g. Worldwide ContactCenter Professionals)

TERMINOLOGY

Social Media Principles• Know your goals/priorities: focus on a purpose• You do NOT have to be everywhere all the time!• LISTEN CAREFULLY then monitor continuously• Time spent should be on a 80:20 ratio

80% is giving/sharing; 20% is asking for feedback• Establish employee usage guidelines• Each social media vehicle (e.g. Twitter) requires

32 hours/month• “It’s in our DNA to want to hear a personal story”

The quality of your conversationin Social Media should always be

INFORMING + ENTERTAINING + INTERACTIVE =BUSINESS SUCCESS

Social Media in the Contact Center

PROACTIVE

REACTIVE

CORPORATE -DRIVEN

INDIVIDUAL- EXECUTED

LET’S CONNECT!

Eve Mayer Orsburn: Eve@SocialMediaDelivered.com www.LinkedIn.com/in/EveMayerOrsburn www.Twitter.com/LinkedInQueen

Social Media Delivered: www.SocialMediaDelivered.com www.Twitter.com/SocialMediaDel Contact@SocialMediaDelivered.com 469-248-0616

Social Media is all we do.