Social Media ManagementTraining Manual

Prepared forThe eBiz Centre, Ltd.

November, 2011

Purpose• Maximize efficiency (time + effort)• Increase targeted exposure• Respond to customer inquiries• Convert observers to paying clients

Tools• Hootsuite• Facebook• Hashtags• List farming• Weekly reports• Monthly reports

Hootsuite.com• A social media management dashboard for

Twitter, Facebook, and LinkedIn.

How It Works• One-stop access + List-sorting opportunities

Hootsuite (cont’d)Let’s explore each column:

Hootsuite (Cont’d)• Create posts, select profiles, post now.

Scheduling Posts (Zoning)

Mentions (give + get)• Proof that you’re

engaging, not shouting.• Opportunity to show

up in other people’s timelines.

Hashtags• Definition: The # symbol, called a hashtag, is used to mark keywords or topics in a Tweet. It

was created organically by Twitter users as a way to categorize messages.

Hashtags: helping you find interesting Tweets• People use the hashtag symbol # before relevant keywords in their Tweet to categorize

those Tweets to show more easily in Twitter Search.

• Clicking on a hashtagged word in any message shows you all other Tweets in that category. E.g. #shipping #jamaica #USMailbox

• Hashtags can occur anywhere in the Tweet.

• Hashtagged words that become very popular are often Trending Topics.

Source: http://support.twitter.com/articles/49309-what-are-hashtags-symbols

Tracking URLs

• Create a bit.ly account (I’ve already initiated the process & an email should have gone to ebiz@ebizjamaica.com

• Track your click-throughs to see what topics grab readers’ interest

• Use similar wording in re-occuring tweets, posts, and updates to keep interest high.

bitly is a utility that allows users to shorten a long URL, share it, and then track the resulting usage.

Search ToolsSearch.Twitter.com for:• Monitoring competition• List-building “Type in keywords relevant to e-Biz services,”Then, chime in with e-Biz support

Keywords: shipping to Jamaica

Facebook

• Check in each day to ensure any questions posted on wall are responded to in as timely a manner as possible.

Twitter List-farming

Why + How to use list for:• Exposure• Narrowed-in listening• Customer targets for specials

How to Create Your ListsTo create a new list, follow these instructions:

• Visit the profile of the first user you would like to add to your list• Click the person icon. This brings up a drop-down Actions menu.• Select "Add to list"• Enter the credentials of your list and choose whether others can see it or

whether it is private• Check to see if the user you wanted to add was successfully included in

that list: to do this, click the person icon and select "Add to list". A checkmark will be added next to lists in which that user is included (shown below under "Adding or Removing People").

List-farming cont’d• The three lists currently following eBiz:

List-farming cont’d)

eBiz is currently following these lists:

Progress Tracking

Weekly reports for progress updates, tasks in progress, and easy access to social media statistics.

Weekly reports format

Report on primary stats at the beginning of each week:

Example:AS OF: October 17, 2011 • Twitter Followers: 5

Twitter Followings (people you follow): 23Twitter Lists: 0Facebook Fans: 414

Weekly reports format (cont’d)

Should also include Tasks In Progress (TIP) updates.

Example:TASKS IN PROGRESS:

-Bringing Facebook friends over to Fan Page-Increasing Twitter following -Increasing Twitter list add-ons-Connecting with Social Media friends to encourage client sign-ups.