The first thing you must remember when adopting social media is to approach with caution: apply forethought and integrate social media as part of your overall marketing toolkit. Here I provide a general overview of what shapes my approach to social media strategy.
This is the presentation I gave to the French American Chamber of Commerce in Dallas on August 4, 2011.
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Becca Taylor, @beccataylorHP Enterprise Social Media Manager04 August 2011
Fundamentals of a successful business social media strategy
“Social media has become a priority so quickly, nearly 70 percent say their companies will be perceived as “out of touch” if they aren’t using it.”
IBM Institute for Business Value CRM report
8
The social Internet has changed how people use digital media…
9
…And it’s not just the youngsters anymore
“…companies that are both deeply and widely engaged in social media surpass their peers in terms of both revenue and profit performance by a significant difference.”
Charlene Li of the Altimeter Group and Wetpaint
11
Foundation for a Social Media Strategy
PPeopleAssess your customers’ social activities
OObjectivesDecide what you want to accomplish
SStrategyPlan for relationships with customers
TTechnologyDecide which social technologies to use
Your Mandate: Approach with forethought and clear objectives
Source: Forrester Research, Inc.
12
From Demographics to Technographics
• Traditional media was all about demographics (based on where a consumer is or what they do)
• Social media focuses more on psychographics (based on who a consumer is or what they want)
• Forrester coined the term Social Technographics (based on how a consumer uses social technology)
Source: Forrester Research, Inc.
13
Consider Your Social Media Objectives• What business need will social media engagement fulfill?
• Will I fill this need or can I coach an SME to fill?
• With whom do you want to connect?
• What image do you want to project?
• How much time can you (or are you willing) to spend on it?
• Some common objectives for using social media:
– Syndicate content
– Build relationship with your customers
– Monitor brand perceptions and true opinions
– Learn who your customers are
– Respond to or help customers
– Monitor or spar with competitors
14
Social media strategy put simply
Engage
Measure
Listen
15
The key is not
just hearing,
but listening.
16
Before you can fish you need to know where the fish are
• Brand mentions
• Audience trends (fans, followers, check-ins)
• Sentiment
• Share of Conversation
• Go simple or robust, just start!
Social media listening
To truly listen
you must act
upon what
you’ve heard.
verb /enˈgāj/
• Occupy, attract, or involve (someone's interest or attention)
• Cause someone to become involved in (a conversation or discussion)
• Establish a meaningful contact or connection with
Engage
“Social media is not a campaign that is around for 6 weeks – it is an ongoing activity that pays back over time.”
John Battelle
CEO, Federated Media
20
Social media is merely another tool in your marketing toolkitAvoid the social media vacuum
Social Media
Advertising
Newsletters
Web site
Events & tradeshows
Direct mail
Brochures
SEO
Press releases
Your purpose may not match your customer’sConnection with purpose
22
Choosing your channels
• Choose based on your audience and objectives
• Pick one network, develop it, then add another
• Be authentic
• Be consistent
• Be willing to learn as you go
Twitter
Facebook
LinkedIn
Quora Foursquare
Blogs Wikis
23
The Network Effect in actionNetwork effect: Your social network becomes more valuable as more people use it, encouraging ever-increasing adopters, depth, and relevance
Results:• Top HP enterprise blog• Increase in TwitterGrade & Klout•Accepted & sought after member of community at large
Connect the print-digital-mobile experienceQR codes
Example: Levenger uses QR code to ensure that customers see the latest news.
Example: ScanLife includes a QR code at the end of their research reports.
Source: Mobile Barcode Trend Report, ScanLife 2Q11