Social media refers to online platforms that allow for social interaction and sharing of content. It encompasses sites like Facebook, Twitter, and LinkedIn. While some see it as a marketing channel, social media is better understood as a platform for ongoing conversations between companies and customers. To succeed, companies must listen to customers, engage authentically in conversations, and measure the impact on goals like loyalty, influence, and action. The focus should be on relationships over isolated campaigns.

1. WTF
is
Social
Media?
Facebook Linkedin Twitter

2. “
Social media is like teen sex.
Everyone wants to do it. Nobody knows how.
When it’s finally done there is surprise it’s not better.”
Avinash Kaushik, Analytics Evangelist, Google
photo by Zellaby on flickr.com

3. Officially, though, social media
is not like teen sex.*
* Phew!

4. Officially, social media is “an umbrella term
that defines the various activities that integrate
technology, social interaction, and the construction
of words, pictures, videos, and audio.”
http://www.wikipedia.org

5. It’s also
a fancy way
to describe
the zillions
of conversations
people
are having
online
24/7.
photo by Kris Hoet on flickr.com

6. Why
Should
I
Care?

7. REASON #1
BECAUSE 3 OUT OF 4 AMERICANS USE SOCIAL TECHNOLOGY.
Forrester, The Growth Of Social Technology Adoption, 2008

8. REASON #2
BECAUSE 2/3 OF THE GLOBAL INTERNET POPULATION
VISIT SOCIAL NETWORKS.
Nielsen, Global Faces & Networked Places, 2009

9. REASON #3
BECAUSE VISITING SOCIAL SITES IS NOW THE 4TH MOST
POPULAR ONLINE ACTIVITY—AHEAD OF PERSONAL EMAIL.
Nielsen, Global Faces & Networked Places, 2009
photo by Bruno Girinon flickr.com

10. REASON #4
Because time spent on social networks
is growing at 3X the overall Internet rate,
accounting for ~10% of all Internet time.
Nielsen, Global Faces & Networked Places, 2009

11. REASON #5
Because social media is democratizing communications.
Big time.
“
Technology is shifting the power away
from the editors, the publishers,
the establishment, the media elite.
Now it’s the people who are in control.”
Rupert Murdoch, Global Media Entrepreneur

12. Source: AC Nielsen, July 2009

13. REASON #6
BECAUSE SOCIAL MEDIA IS LIKE
WORD OF MOUTH
ON STEROIDS.

14. Because, dear friend, social media
is a force to be reckoned with.
photo by Balakov on flickr.com

15. 13 HOURS
The amount of video uploaded
to YouTube every minute.

16. 412.3 YEARS
The length of time it would take to view every YouTube video.

17. 100,000,000
The number of YouTube videos viewed per day.

18. 13,000,000
The number of articles available on Wikipedia.

19. 3,600,000,000
The number of photos archived on Flickr.com as of June 2009.
That’s roughly 1 photo per every 2 people on the planet.

20. 1382%
The monthly growth rate of Twitter users from January to February 2009.

21. 3,000,000
The average number of Tweets per day on Twitter.com

22. 5,000,000,000
The number of minutes spent on Facebook each day.

23. 1,000,000,000
The amount of content
(web links,
news stories,
blog posts,
notes,
photos,
etc.)
shared each week
on Facebook.

24. “ The word blog is irrelevant.
What's important is that it is now common,
and will soon be expected,
that every intelligent person
(and quite a few unintelligent ones)
will have a media platform
where they share what they care about
with the world.”
Seth Godin, Author

25. 5,000,000
The number of active Barack Obama
supporters across 15 social networks.
photo by jmtimages (better!) on flickr.com

26. 14,200,000
The number of views Obama’s
famous “Yes We Can” video got
on YouTube.
An additional 15 of the 1,800 official
and 139,000 unofficial Obama
videos received over 1 Million views.
photo by EricaJoy on flickr.com

27. $6,500,000
The amount of money 3 Million online donors
contributed to the 2008 Obama campaign.
photo by jmtimages (better!) on flickr.com

28. IF FACEBOOK WERE
A COUNTRY,
IT WOULD BE THE 8TH
MOST POPULATED
IN THE WORLD,
JUST AHEAD
OF JAPAN.
Mark Zuckerberg, January 7, 2009

29. So, why social media?
• Marketing is changing
• Not only different marketing channels, It’s a
different way of communicating
• People use social media to communicate
• Your customers use social media to communicate
• Connect with your target audience

30. But
wait,
there’s
more.

31. 93% OF SOCIAL MEDIA USERS BELIEVE A COMPANY
SHOULD HAVE A PRESENCE IN SOCIAL MEDIA.
Cone, Business in Social Media Study, September 2008

32. Believe it or not, that doesn’t mean that 93% of social media users think
companies should treat social media as yet
another channel for broadcasting bullsh*t.

33. YOU SEE, IT’S SUPPOSED TO BE A DIALOGUE,
NOT A MONOLOGUE.

34. “Marketers don't understand channels
where you have to talk
and listen at the same time...
The marketing industry's idea
of a two-way communication
is to put an 800 number
or a web address in an ad
and take orders.”
Josh Bernoff, Why marketers have trouble with full-duplex social technology, June 30, 2009

35. This couldn't be more obvious
than with email. Your company
has a chance to turn its email
list into a two-way
communication.
Except that most mass emails
from companies are "do not
reply".
"We want to talk to you,"
they say. "But we don't want
to hear back from you. Unless
you want to place an order,
and if so click here."
Josh Bernoff, Why marketers have trouble with full-duplex social technology, June 30, 2009

36. “ The people in charge of talking are in the marketing
department.
The people in charge of listening are in the research
or service or sales department.
They hardly ever talk to each other, let alone have
full-duplex conversations with customers.”
Josh Bernoff, Why marketers have trouble with full-duplex social technology, June 30, 2009
photo by Jamie Mellor on flickr.com

37. “ This won't fly in social technology
because the minute you talk,
people expect you to listen.
And if you start to listen,
you'll be tempted to talk.
It's a full-duplex channel that
befuddles one-way marketers.”
Josh Bernoff, Why marketers have trouble with full-duplex social technology, June 30, 200

38. FACT:
Social media
playtime
is over. *
*See http://www.forrester.com/Research/Document/Excerpt/0,7211,47665,00.html for more on that topic.

39. SO, PLEASE.
*
STOP PLAYING AROUND &
GET SERIOUS
ABOUT HARNESSING
THE POWER OF THIS THING.
*C’mon, I said please.

40. 85% of social media users believe that a company
should go further than just having a presence
on social sites and should also interact
with its customers.
Cone, Business in Social Media Study, September 2008

41. “
For companies,
resistance to social
media is futile.
Millions of people are
creating content for the
social Web.
Your competitors
are already there.
Your customers have
been there for a long
time.
If your business isn't
putting itself out there,
it ought to be.”
BusinessWeek, February 19, 2009
photo by Archie McPhee Seattle on flickr.com

42. Unfortunately, most companies
are still treating social media
like JUST another marketing channel. *
*Oops.

43. When in fact,
it’s so much more. *
*Wait for it...

44. 1: PUBLIC RELATIONS

45. 2: CUSTOMER SERVICE

46. 3: LOYALTY-BUILDING

47. 4: COLLABORATION

48. 5: NETWORKING

49. 6: THOUGHT-LEADERSHIP

50. AND YES,
CUSTOMER ACQUISITION, TOO.

51. SO,
HERE’S
WHAT
YOU
NEED
TO
DO:

52. photo by cyndie@smilebig! on flickr.com

53. Hope is not
a strategy.
photo by quest for the heartstone on flickr.com

54. photo by eye2eye on flickr.com
STOP THINKING “CAMPAIGNS”.
START THINKING “CONVERSATIONS.

55. photo by Malingering on flickr.com

56. And because
I’D hate
to see you
mess IT ALL up,
I’LL ADD THIS
TINY BIT
OF ADVICE:

58. photo by arlen on flickr.com
IF YOUR PRODUCT SUCKS,
SOCIAL MEDIA WON’T FIX IT.

59. (HOWEVER, IF YOUR CUSTOMER SERVICE SUCKS,
SOCIAL MEDIA CAN HELP.)

60. photo by gari.baldi on flickr.com
IF YOUR REPEAT BUSINESS SUCKS,
SOCIAL MEDIA CAN HELP.

61. IF YOUR COMPANY’S WORD OF MOUTH SUCKS,
SOCIAL MEDIA CAN HELP.

62. Final words of
*
wisdom:
*a.k.a. The dramatic finale.

63. Never
forget
the
basic
rules.

64. RULE #1: LISTEN
• Google Alerts
• TweetDeck
• SocialMentions
• RSS
(FOR STARTERS)

65. RULE #2: ENGAGE

66. RULE #3: MEASURE
• Audience
• Engagement
• Loyalty
• Influence
• Action
(METRICS SHOULD MAP TO GOALS. PERIOD.)

67. NOW
GO OUT
THERE
& GET
SOCIAL!