SOCIAL MEDIA FOR BUSINESS

Carleen LawsonAssistant LibrarianPresentation for BUS 125 E. Thompson

Social Media is a

conversation.

SOCIAL MEDIA AMPLIFIES THE

GOOD/BAD/UGLY

GETTING STARTED:1. Determine who your audience is2. Start small3. Coordinate your social media channels4. Listen and share5. Create a daily plan

67% of consumers have used a company’s social media channel for customer service.

42% expect a response within 60 minutes.

USE SOCIAL MEDIA FOR:Customer ServiceMarketingCompany Goal Fullfillment

CUSTOMER SERVICE Product/service problems Complaints (working to solve the problem openly/honestly Consider response time ( must be timely)

Customer Complaints•Deal with negative feedback promptly.• Take ownership, apologize.•Do it transparently when possible.•Offer a fix.

MARKETING Advertising Branding Public relations Specials Promotions Sales

SURPRISE!

Facebook conversation gets shared on Reddit and story goes viral.

In response, Samsung decides to give him a free S3 anyway and adds a personal touch by giving him a case with his dragon drawing on it.

COMPANY GOAL FULFILLMENT

Recruitment Research/Development Business partnerships development Social Causes Employee Recognition

RECRUITMENT

SOCIAL CAUSES

USE SOCIAL MEDIA TO CREATE

RELATIONSHIPS THAT CONVERT TO BUSINESS.

SOCIAL MEDIA BUSINESS EQUATION

Informing – 20%Entertaining – 20%Interacting – 40%Converting to Business – 20%

INTERACTING

USE SEPARATE CHANNELS FOR DIFFERENT PURPOSE

Create a separate “channel” using hashtags or separate account that is devoted entirely to addressing customer service issues.

CLASS ACTIVITYGo to the Social Media for Business Libguide. Select the Class Activity tab. Select the link to the Facebook profile your group has chosen to assess. Answer the following: • How often do they post?• Do they respond to every comment?• How do they handle negative comments

or complaints?