Effec%ve use of Social Media. Reuben Trusler Crea%ve Director U%lity Crea%ve - PDF

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Effec%ve use of Social Media Reuben Trusler Crea%ve Director U%lity Crea%ve Once upon a %me Come up with a plan, maintain a presence... and always listen. A bit about me Crea%ve Director at U%lity Crea%ve
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Effec%ve use of Social Media Reuben Trusler Crea%ve Director U%lity Crea%ve Once upon a %me Come up with a plan, maintain a presence... and always listen. A bit about me Crea%ve Director at U%lity Crea%ve Background in design (Visual Communica%on) U%lity Crea%ve In business 13 years since 1999 Mul%disciplinary design and produc%on agency Devising crea%ve strategies that generate posi%ve behavioural change Social Media What is it? Why should I care? How can it benefit me & my business? Effec%ve usage Planning Measuring & managing Respond, review & record Case Studies In summary What should I do now? What is it? Put simply, social media is people having conversa%ons online Source: Why should I care? Source: Why should I care? Why should I care? People trust their friends, family and peers How can it benefit me & my business? How can it benefit me & my business? Listening: understand consumer a-tudes Understand consumer awtudes Understand what consumers want Gain insight that can influence strategy Assess public interest in new services and products Iden%fy influen%al websites & people No real risks How can it benefit me & my business? Content distribu%on: Broaden the reach of your message Effec%ve way to communicate in real %me Build customer network Provide rich content Expecta%ons How can it benefit me & my business? Engaging: Customers as advocates Loyal customers usually manage themselves, as posi%ve commentary outweighs nega%ve Capture real- %me feedback on services and products by asking ques%ons Modera%on How can it benefit me & my business? Customer service: Interac6ng with your customers online Personalise and humanise your business Share customer experiences A^ract new customers Monitor success of events How can it benefit me & my business? Crisis management: Responding instead of reac6ng Diffuse a situa%on Reach connected customers about an issue for the grapevine does Provide a clear statement directly Create a posi%ve image How can it benefit me & my business? Recruitment: Sourcing fresh talent Recruit through social media Paint a clear picture for poten%al candidates Expecta%ons How can it benefit me & my business? Internal: A culture of collabora6on Develop a stronger work culture Share relevant informa%on Increase communica%on Manage uptake Effec%ve usage One size- fits- all doesn t work Respond, review, record & redirect Measure & manage Plan Effec%ve usage One size- fits- all doesn t work Which plaaorm? Understand your audience Effec%ve usage Effec%ve usage Measuring & Managing Analy%cs & insights Media monitors Paid: Radian 6 / SM2 / Nielsen Buzz Free: Twi^er search / Google blog search / social men%on Compe%%ve Tools Social Tools, social men%on Effec%ve usage Planning Audit - Iden%fy opportuni%es Develop strategy Goals & objec%ves goals & objec%ves (friends, likes, downloads) Brand your plaaorms respond to feedback / ques%ons & cri%cism Be transparent, authen%c & consistent in tone and content Social media policy - Rules of engagement for staff Iden%fy resources - Assign responsibility Training - Give employs the right tools Review - Always listen and measure Case Studies In summary Social media is people having conversa%ons online around common interests Social media is immense, 75% of Australians online are using it Building a presence in social media is for a long %me and hopefully a good %me In summary How it can benefit your business Listening Engagement Content distribu%on Customer service Crisis management Recruitment Internal In summary Effec%ve use One size- fits- all doesn t work Respond, review, record & respond Measure & manage Plan What should I do now? Download take away s Presenta%on summary Foursquare overview & walkthrough Final thought Come up with a plan, maintain a presence and always
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