Look who's talking
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The document discusses how organizations should monitor social media for mentions, evaluate which require a response, and provide thoughtful, helpful responses that acknowledge issues and apologize while outlining action steps for resolution. It provides examples of case studies where companies responded well or poorly to social media criticism and lists resources for social media monitoring and response best practices. The presentation emphasizes that members are likely more experienced with social media than organizations and responses should use a human voice rather than criticize or anonymously engage members.
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Look who's talking
- 1. LOOK WHO’S TALKING Morriss Partee
- 2. WHAT WE’RE COVERING TODAY • INTRO/BACKGROUND • MONITORING • RESPONSE • CASE STUDIES • RESOURCES
- 4. “MARKETS ARE CONVERSATIONS” –THE CLUETRAIN MANIFESTO, 1999
- 5. WE LIVE IN A VERY DIFFERENT WORLD
- 6. YOUR MEMBERS ARE LIKELY MORE PROFICIENT WITH “SOCIAL MEDIA” THAN YOU ARE
- 7. 400 400 million Facebook Members Total population of the United States 300 200 100 million Cover 100 Fast Company High 1 mil Schools Regions Founded 0 Jan 04 Jan 05 Jan 06 Jan 07 Jan 08 Jan 09 Jan 10 Members
- 8. FACEBOOK HAS 400 MILLION USERS –Facebook statistics page TWITTER HAS 105 MILLION USERS –The Economic Times, April 15, 2010
- 10. MONITORING WHAT’S BEING SAID ABOUT YOU
- 11. • TWEETBEEP • TWITSCOOP • YELP! • EPINIONS • GOOGLE ALERTS
- 12. ENTERPRISE-WIDE MONITORING • RADIAN6 • HUBSPOT • SCOUT LABS • ATTENSITY360
- 13. RESPONSE
- 14. EVALUATE IF IT’S RESPONSE WORTHY
- 15. SEND IT TO THE RIGHT PERSON
- 16. WHEN RESPONDING: ACKNOWLEDGE THE ISSUE
- 17. WHEN RESPONDING: USE A HUMAN VOICE
- 18. WHEN RESPONDING: APOLOGIZE
- 19. WHEN RESPONDING: STATE ACTION STEPS TO RESOLUTION
- 20. WHEN RESPONDING: GIVE SOMETHING AS A GESTURE OF GOODWILL
- 21. WHEN RESPONDING: RESPOND PUBLICLY, AT THE SOURCE
- 23. NEVER: ASK TO THEM TO TAKE IT DOWN
- 25. CASE STUDIES
- 26. WORST BANK EVER
- 27. DARREN BAREFOOT VS. VANCITY
- 29. SICK AND TIRED OF FEES- TIME TO SWITCH
- 34. RESOURCES
- 35. WILLIAM AZAROFF, Monitoring your brand health WILLIAM AZAROFF, Responding to bloggers DREW McLELLAN, 6 Steps to take if your company is criticized in a blog post JOHN SOAT, Reputations at risk MORRISS PARTEE, Motrin gives itself a migraine CHRIS LOCKE et al, The Cluetrain Manifesto RYAN UNDERWOOD, Tell us what you really think
- 36. LESLEY LAMBERT, BofA is on Twitter for the win STEFAN BETZOLD, SM Monitoring Tools-an overview DAN SCHAWBEL, Top 10 reputation tracking tools DARREN BAREFOOT, I wanted to love Vancity, but now I loathe them CULLEN WATERS, Vystar CU - Worst bank ever JEFFRY PILCHER, Fighting axe grinders and their online vendettas
- 37. QUESTIONS
- 38. Photo credits: Social Media Landscape: Fred Cavazza Web: Wildcardpoet Mad Bunny and the big ear: Yves Lecoq
- 39. Social Media/Networking Morriss Partee Chief Experience Officer EverythingCU.com morriss@everythingcu.com 413·535·0621 http://everythingcu.wordpress.com Friend me on EverythingCU, Facebook, Twitter, LinkedIn