SANFL Feb2011
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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
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
top related