Answering The Questions About Social Media
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Answering The Questions About Social Media April 21, 2010 Discussion: #caahq
Transcript of Answering The Questions About Social Media
Answering The Questions About Social Media
April 21, 2010Discussion: #caahq
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“Social media” is peoplehaving conversations ... online.
www.flickr.com/photos/urbanelife/3183422847
A set of communication tools
TheConversationPrism.com
>> It levels the playing field by giving you a voice.
>> It gives you a direct connection to your customers.
>> It gives your customers a direct connection to each other.
Answer these questions...>> What is our goal?
>> Who are we trying to reach?
>> What action(s) do we want them to take?
>> Where is our audience now?
And these...>> Are people talking about us? If yes, what are they saying? If no, why not?
>> What happens if someone says something bad about us?
>> How do we integrate social media with current offline/online communications?
And these...>> Who will manage our social media efforts? Who does the talking?
>> How will we stay current on the latest tools, trends and best practices?
>> How do we define success?
www.flickr.com/photos/tashland/259178493
Have the goal in mind.
www.flickr.com/photos/wallyg/280932690/
www.flickr.com/photos/tashland/259178493
Know your audience(s).
www.flickr.com/photos/hantlas/479435969/
Create a call to action.
www.flickr.com/photos/pixelarity/4361102373/
Embrace customers’ interests.
www.flickr.com/photos/svenwerk/858381180/
Get people talking.
www.flickr.com/photos/cardopoli/219069323/
Don’t hide from criticism.
www.flickr.com/photos/tashland/259178493
One tool of many.
Manage the conversation.
Follow the trends.
Know what success looks like.
Test the water.
Where does it fit?>> Public relations>> Marketing>> Customer service>> Resident loyalty>> Recruiting>> Internal communications and training
Making it work for you>> Develop policies that fit your team
>> Communicate goals, define roles
>> Provide tools to help staff succeed
>> EDUCATE
>> Understand culture & regulations (FTC)
Itʼs not about you.
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Letʼs talk.
