Lee Hopkins

SANFL

21st February 2011

advanced communication strategies and tools

social media and the

of what you think you know

about social media is wrong

On Facebook Population

Facebook

Australia

Bolster a company’s

Reputation

Correct inaccurate Rumours

Provide correct

Information

Tell the company’s

Story

Address unhappy

Customers

Source: Hopkins & Magee, 2009

Risks

Benefits

Case studies

Brand hijacking

The ‘lunatic fringe’

Negative comments

Employee error (Vodafone, KC)

Social media storm (and no way to respond)

What if they don’t love me?

Brand hijacking

The ‘lunatic fringe’

Negative comments

Employee error (Vodafone, KC)

Social media storm (and no way to respond)

Branding

Goodwill

Lead generation

Customer service

Engagement with audiences

3Ts + A = Social Media Ethos

Truth

Trust

Transparency

Accountability

"This afternoon an employee posted an obscene message from the official Vodafone UK Twitter profile. The employee has been suspended immediately and we have started an internal investigation. This was not a hack and we apologise for any offence the tweet may have caused."

Kiss

Find your lovers

Start small

Take a pulse

Refine

!@#!

• Truth, Trust, Transparency & Accountability

3T&A communication

universe:

• The Internet

• 9/11

• PC

• Harry Potter

Black Swan moments in

history

Conclusions

of what you think you know

about social media is wrong

of all statistics in presentations are made up