social media are you listening?. prep work… why do i want to engage in social media? what do i...
TRANSCRIPT
Social MediaAre you listening?
Prep work…
• Why do I want to engage in social media?• What do I hope to accomplish?• Where do I belong?• Who is my target audience?
Why?
• What added value do you hope to provide?
• Are there issues that need to be addressed?
What?
• Outreach…• Information…• Clarification…• Resources…• Customers…
Where?
• Selecting your platform
Who?
• Stakeholders…• Customers…
• Critics…
Monitoring v. Metrics
Taking the 1st Step…
• Assessing sentiment• Identifying influencers• Studying success• Comparing like minds
Do they like me?
• Complaints• Inquiries• Recommendations• Customer Service
We are the Champions!
• Advocates • Evangelists• Rewards• Requests
Best Practices
• How can you effectively convey your message?
• What is the personality or tone of your online presence?
• Evaluating current customer service methods
Competition
• Which brands or organizations similar to yours are utilizing social media?
• How are they maximizing their efforts and audience?
Get Moving!
RespondReact
Engage
Promote
Nicole SunstrumSocial Communications Specialist
Chair, State of Michigan Social Media Board
www.facebook.com/nikki.sunstrum