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Twitter BEST PRACTICESSocial Media
Conversation in Community
Susan Tenby, DirectorOnline Community/Social Media Team
TechSoup [email protected]@suzboopSusantenby.com
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We are working toward a time when every nonprofit and social benefit organization on the planet has the technology resources
and knowledge they need to operate at their full potential
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TechSoup Global has established an extensive partner network in 32 countries
AustraliaBelgium Botswana
BrazilBulgariaCanada
Chile CroatiaFrance
Germany Hong Kong
HungaryIndia
IrelandJapan Kenya
Luxembourg MacauMexico
Netherlands New Zealand
Poland RomaniaRussia
SlovakiaSlovenia
South AfricaSpain
TaiwanUnited
KingdomUnited States
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Double-click to enter titleDouble-click to enter textCommunicating across social media channels for the TechSoup Global online networks
Online Community and Social Media Team
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Cause, campaign or organizational plan & presence?
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Effective Social Media Strategy and Powerful Tactics for Networked Nonprofits
Campaign or organizational plan?
Mission & Purpose?
What do you want to accomplish?
Measurable Goals
Call to Action Request
Organizational voice and brand
Authority Position?
Step One:CHART THE COURSE:
Determine whichChannels are right for you – and right for your audiences to receive you
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WHY TWEET?_______________2- Way ConversationKeeps you currentKeeps you as AuthorityFeedback LoopSpread word abt youCOMMUNITY
Mission
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Measurable Goals Connected to Specific outcomes
Call to Action Request
What do you want to accomplish?
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What is your call to action?
What do you want by having & monitoring your social media presence? • Drive traffic to your website? • Increase your org’s thought
leadership? • Generate partnerships? • Donations? • Buzz? • Volunteers?
Pick one or two goals: Stay Focused!Be Charming!
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Being Nonprofit Twitter Rockstar Doesn’t = Fundraising $$
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SOCIAL ESSENTIALSMission, Goals, Vision for sharing your story
• Minimal Outreach and Community: Facebook & Twitter• Minimal Listening: Google Alert & Twilert/Social
Mention/Topsy• Minimal Tracking: Hootsuite & Insights
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The Right Formula = Your Secret Sauce
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Managing your internal voices
Listening to your external voices
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Who do you want to participate?How do they participate?At a minimum...When setting up your networks, make sure you include the following:1) Photo and/or logo2) Links back to your website3) Content about you or your organization
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Organizational voice and branding…
What is your Authority Position?
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Twitter account branding:
Think abt it!Outreach:Identify newPotential partnersAcross many media Outlets & Channels
What is your story?
Who is telling it?
With what voice?
Who voicesyour social
sites?
Find your peeps through hashtags, Listorius & Twellow
Carefully name your account & Fill out/update your bio with campaign info. Show people!
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Don’t Tweet Like CHER.
• Don’t tweet like Cher• Don’t make up
#uselesshashtags• Don’t spam via DM• Don’t call yourself a
rockstar or guru• Don’t put an emoticon
or exclamation mark after every tweet
• Don’t be self-referential in all your tweets
• Track click-thru using Bit.ly & do what works
• If yr going to RT something, READ IT first
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DO Tweet Like…57% of Nonprofits are on twitterAvg follwer base up 2%, 1822 followers
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ENGINEER SHARING!
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CONVERSATION
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Hashtags #NPtechResearch and find tags from many communities related to your field
Participate in conversations that help you engage new audiences and strengthen your authority positions
Use tags to organizeInformation and grow diverse conversations
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TECHSOUP CAMPAIGN:DIGITAL STORYTELLING
Social stories shared amongst trusted friends
A community created around a hashtag
http://tiny.cc/tsdigs
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Social: What to do & what NOT to do
• DO find a third party listening dashboard tool that you like such as NetVibes or Google Reader for RSS/alerts
• DO subscribe to Alerts about relevant topics• Don’t delete or Ignore negative feedback,
address it• Don’t use your friends and followers for their
networks• DO tag Strategically, redundantly across
many channels• Don’t only broadcast about your org, share
stories & respond• Don’t be a control freak: guide conversations• Don’t just expect someone will run your SM
channels, designate someone!• DO track your progress using social analytics
tools that help you track success
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Amplify, but speak the right local language
• Don’t use other people’s pages as a platform for your spam
• Don’t Auto Feed your Status updates to Facebook
• Don’t use Selective Tweets• Do take a little time, show
you care• Do take advantage of
features of the channel such as crosstagging to groups, people and places at once with links
• Do find your niche community & stay focused on that topic
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LISTENING
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A few good Dashboards:Use for listening,NOT Broadcasting
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HootsuitePros:• Good for listening, include tags, common misspellings, lists/groups• Allows us to follow multiple streams across many social media
sites, creating specialized campaign and search tabs for various projects, events and organizations
• Paid version gives downloadable reports for ROI information
Cons:• Free version won’t allow for multiple accounts or multiple users
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CoTweetPros: FREE• Schedule & assign Tweets ahead of time PR releases &
allows teams to manage accounts• CoTweet & Hootsuire allow us to see who responded, when
& so we can figure out how to follow up to each request
Cons: Not as easy to use as a listening interface
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Use TAGS to serendipitously search for your peeps
• Look for others using a tag you choose• Find what else those people bookmarked• Find other relevant tags• Packrati.us = Twitter + Delicious (you tweet, it bookmarks
automatically)• Share your resources via social media• If you’re listening, you can learn new tags on twitter & search other
networks too
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Who’s talking about you & what hashtags & FOLLOW!
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INTEGRATION
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Create your own special sauce
• Figure out what your needs are, use a combination of tools• Don’t forget about mobile tweeting (Tweetdeck for multiple
accounts, channels mobile interface)• Many mobile clients have pic uploader installed in the app
(Peep)• Figure out a workflow that isn’t confusing to avoid Freudian
tweets• When you don’t have anything to say: Curate, ReTweet, reply to
conversations using hashtags and Share widely• Think more about RETWEETS & amplification than followers
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Social Media Policy?
Don’t bother writing your own. There are TONS out there!See: http://npsocialmedia101.wikispaces.com/Facebook
http://www.scoop.it/t/social-media-policies-in-the-work-place
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Be Redundant: Amplify Your Events & Message
• Remember your audience is in more than one community
• Think about these channels as communities, speak their language, use the local media
• Broadcast your events via livestreaming & Twitter
• Follow all your events with wrap-ups & broadcast the Slideshare link
• Have regular events and be consistent about how you share them
• Enlist volunteers to live-tweet / blog
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SHARING is a deeply passionate activity for engaged audiences
to continue conversations+
SHARING is an act of conversion
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Curate, Point to others, Save bookmarks & Share
• Don’t ever be afraid of having nothing to say: you can always Curate!
• Use Delicious to save bookmarks and share them
• Use Scoop.It to help you find topical, relevant, reusable content
• Share it and content from others
• When in doubt, ReTweet and be generous with @replies
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BENCHMARKS & SUCCESS
Aim for realistic goals as you grow your social presence
http://nonprofitsocialnetworksurvey.com/
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Know your goals and communicate the steps
Timelines:
VISION
STRATEGY
PROGRAM TIMING
DELEGATION
INVOCATION
COMMUNITY CARE
CEREMONIOUS CLOSING
ANALYSIS & WRAPUP
STEP TWO:STRATEGY
Know your course, deadlines, and work out a plan step by step
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EXAMPLE OF CAMPAIGN TIMELINE
• Reminder to promote all this week from TS and personal accounts.
• • Here’s a trackable bit.ly to use:
http://bit.ly/tstext2give • • Marketing timeline
September 19 Promo blog post synopsis due to Patrick by MichaelSeptember 21 Promo blog post due in blog tool by Susan ChavezSeptember 22 By the Cup (9/27) text due by MichaelSeptember 26 Content spotlight on homepage goes liveWeek of September 26 Tweets, Facebook, LinkedIn promotion by all team begins, listserv promo text due to URAN by MichaelSeptember 29 By the Cup (10/4) text due by MichaelOctober 3 Targeted outreach and DMs to friendly tweeters and content experts
#Text2Give tweetchat
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Nonprofits rely on multitasking teams working 10 hours a week or more on posting, listening, analysis and conversation on the social web
Most organizations have almost no budget for social media yet some leverage thousands in support thru volunteers
http://nonprofitsocialnetworksurvey.com/
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Timing and Investment Needed
Blogs: 1-4 hours per post
Twitter: 5-30 minutes a day
Facebook: 5-30 minutes a day
LinkedIn: 15-30 minutes, weekly
Listservs: 30 minutes weekly
Other Groups: 30 minutes weekly
Photo Uploads: 15 minutes weekly
Videos: 2-4 hours a week
Curation: 1 hour a week
Total Average Social Media Time:
90 minutes per day
11 hours per week
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3 minutes: Check for Twitter chatter about yr organization and sub-sector.2 minutes: Scan Google Alerts, Social Mention and Blogs Alerts for important articles and mentions.3 minutes: Filter and flag relevant sector-related LinkedIn group and Quora questions.2 minutes: Log in to Facebook to scan your wall and comments.
If you have 5 extra minutes, chime into a listserv to keep yr presence there!
MINIMUM Time it will take: 10 minutes a day
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Questions?
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Contact Me.. Really!http://susantenby.com/@suzboop@techsoup@npsl
[email protected]://www.slideshare.net/suzboophttp://www.delicious.com/suzboop
http://npsocialmedia101.wikispaces.com/