This document discusses challenges and strategies for effective social marketing in multifamily housing. It addresses choosing social networks based on demographics, keeping up with emerging platforms, creating actionable social media strategies, generating internal buy-in, reputation management, coordinating activities, creating and curating engaging content, training teams, and measuring return on investment. The overall message is that multifamily housing companies need comprehensive yet adaptable social media plans that engage residents, prospects, and employees.
3. TAKEAWAYS:
• Participate and advertise on networks that
residents and prospects prefer
• Share content consistent with the culture of
the individual network
• Brand consistently across networks
• Monitor new networks for future
opportunities to engage or advertise
3
5. TAKEAWAYS:
• Evaluate how competitors and local
businesses utilize new networks
• Cautiously engage on new networks
• Quarterly social marketing training to
address network changes and emerging
social networks
5
13. TAKEAWAYS:
• Evaluate online presence(s) of competitors
and local businesses
• Benchmark data before establishing goals
• Objectives (SMART), Tools, Tactics
• Integration and building an audience
• Sample content calendars and campaigns
• Launch strategy
• Measurement calendar
13
17. TAKEAWAYS:
• Create a social company culture and include
in talent acquisition
• Recognize excellence and goal achievement
• Encourage employee competitions based on
engagement
17
27. TAKEAWAYS:
• Include social network management time
within daily scheduled activities
• Set expectations for quantity and location of
updates
• Create a repository of on-site team blog
posts to generate ideas
• Train professionals seeking advancement by
sharing online resources
27
29. TAKEAWAYS:
• It is critical to schedule regular meetings
• Determine who “owns” social media
responsibilities onsite
• For authenticity, onsite teams should also
post twice a week
• GET INVOLVED in the creative process
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31. TAKEAWAYS:
• The right tools make finding and creating
interesting (and relevant) content simple
• “Write once, publish to many” distribution
strategy
• Tools make a difference:
Content planning, draft and proof
management, monitoring and responding to
comments
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33. TAKEAWAYS:
• Include a range of training resources
available for the onsite teams
• Establish a go-to destination blog with links
to learn about new and changing
technology
• Regularly scheduled monthly presentations
33
36. TAKEAWAYS:
• Conversion is not the only goal, there are
other measurable goals that can be used to
determine ROI
• Share the results of your progress with your
team, focusing on goals
36
38. Steve Lefkovits Jared Miller Krista Lutz Castillo Charity Zierten
Notes de l'éditeur
Overcoming Social Marketing Challenges in Multifamily***Note: Our panel was a discussion panel with conversations centered around the topics listed below. We did not review these slides during the live session, but intentionally built them for your use and reference AFTER the session.***We would like to thank Steve Lefkovits for moderating our panel, asking relevant questions and engaging the audience to participate. _______________________________________________With each passing year social media marketing presents even more challenges to the multifamily industry. From reputation management to measurement, from content to training and time management; there are many pieces of the puzzle. How can you overcome all of these challenges in order to build an effective social media implementation plan and the foundation of a long-term strategy? In this session, we will discuss the common social media challenges for communities, portfolios and companies and demonstrate scenarios for your success.Challenges to be discussed include:Choosing the right mix of networks based on the target demographic.Keeping up with changes to social networks and what to do with all of the emerging social networks.Creating an actionable strategy based on available resources and the target demographic.Team engagement: generating internal interest and buy-in.Reputation Management.Resources, coordinating activity and time management.Bridging the gap between the agency and the site level.Creating and curating content.Training and tools.Measurement/ROI (includes ROI calculator and understanding reports)Do you have a challenge we haven’t mentioned? Tweet it to us: Charity – @SoEngaged, Jared – @JaredMillr, and Krista – @KristaCastillo.Steve Lefkovits CEO of Joshua Tree Consulting Producer of the Apartment Internet Marketing conference Jared Miller Vice President of Performance & Strategy Director of Asset Management The Bainbridge Companies Krista Lutz Castillo Vice President, National Sales Apartment Finder & CommunitySherpa Charity Zierten Chief Engagement Officer Socially Engaged Marketing®
Charity Zierten: Choosing the right mix of networks based on the target demographic. Pew research has amazing data on the topics of generation and social media.In August 2012, 75% of women were users of social networking sites, compared with 63% of men.Facebook: 1 billion users, 604 mobile users, 42+ million pages and 9 million apps.Youtube: 800 million users, 4 billion views per dayTwitter: 500 million users, more than 200 million activeGoogle+: 400 million registered users, 200 million activeLinkedIn: 200 million usersTumblr: 150 million usersInstagram: 100 million registered users, 4 billion photosYelp: 78 million users, 30 million reviewsPinterest: 25 million usersSources: http://pewinternet.org/Commentary/2012/March/Pew-Internet-Social-Networking-full-detail.aspxhttp://expandedramblings.com/index.php/resource-how-many-people-use-the-top-social-media/http://www.pewresearch.org/millennials/
Charity Zierten: Choosing the right mix of networks based on the target demographic
Charity Zierten: Keeping up with changes to social networks and what to do with all of the emerging social networks.Maybe it's time to give up on on a few social networks, and stay on top of the platforms relevant to your customers.Visit relevant websites like Mashable.com, All Facebook, Social Media Examiner and from the company blogs for Google, Facebook, Twitter, Pinterest, etc.
Charity Zierten: Keeping up with changes to social networks and what to do with all of the emerging social networks.
Charity Zierten: Creating an actionable strategy based on available resources and the target demographic.
Charity Zierten: Who has a written strategy?
Charity Zierten: Sample of simple strategy: Time
Charity Zierten: Sample of simple strategy: Objectives
Charity Zierten: Sample of simple strategy: Audience
Charity Zierten: Sample of simple strategy: Audience/What Users are Likely to Click
Charity Zierten: Sample of simple strategy: KPI’s
Charity Zierten: Strategy Takeaways
Jared Miller: Team engagement: generating internal interest and buy-in.
Jared Miller: Team Engagement. Generating internal interest and buy-in. How is social part of your culture? Is it something focused on during the talent selection process? If hiring for an onsite position, it should be a consideration when determining the skills needed for a position.
Jared Miller: Team Engagement. Generating internal interest and buy-in. - Great work tends to go unnoticed in so many cases. We recognize our leasing all stars, but what about the people onsite that have truly embraced social media and excel at managing it? Recognize those accomplishments. It may sound trivial, but we have to remember where we are going. The world is only becoming more social and we don't want to fall further behind. - Create contest around Facebook engagement data.
Jared Miller: Team engagement: generating internal interest and buy-in takeaways
Jared Miller: Reputation Management.
Jared Miller: Reputation Management.- There is a definite correlation between online reviews and lead volume. Start tracking your lead volume in relation to your online ratings. That will help you prove your ROI.
Jared Miller: Reputation Management: Proactive Teams
Jared Miller: Reputation Management.Don't ignore your reputation online. If so many travelers are using Trip Advisor to aide them in decision-making, we know potential residents are doing the same.
Jared Miller: Reputation Management.Are you having trouble responding to negative reviews? Watch some of the hotels online to see how they respond.
Jared Miller: Reputation Management.Are you having trouble responding to negative reviews? Watch some of the hotels online to see how they respond.
Jared Miller: Reputation Management.- Are you having trouble responding to negative reviews? Watch some of the hotels online to see how they respond. - Ask for reviews.
Jared Miller: Reputation Management takeaways
Jared Miller: Resources/Coordinating Activity/Time Management.- Managing social is work. It takes time. Unless it is planned for, it won't get done. - Set expectations related to the number of Facebook updates, Tweets and blog posts weekly and monthly. Basic, but most companies haven't taken this step. This is useful whether you outsource or use internal talent. - Create a repository of good blog posts made by onsite teams. This is an idea directory for other team members. While we can't recycle the same content, it can help generate ideas. - Many of us have team members eager for advancement. Train those professionals by sharing great online resources with them. Who should they follow online and why?
Jared Miller: Resources, coordinating activity and time management takeaways
Krista Castillo: Bridging the gap between the agency and the site level.Bridging the gap between the agency and the site level. Establish meetings to communicate what’s changed onsite, upcoming events. Schedule it on your calendar. This step is critical for your property’s success. Designate a social media go-to person onsite to interface with the agency . . . and this doesn’t have to be the Manager! One person must “own it.” To maintain an authentic voice, onsite staff should also post—but no more than 2 times per week (and never “sell” in the social arena) or residents will grow weary.
Krista Castillo: Bridging the gap between the agency and the site level takeaways
Krista Castillo: Creating and curating content. When asked, “What’s the biggest challenge about having a blog?” Responses were divided between two things: “Finding something interesting and relevant to write about.”“Having to actually WRITE a blog post…”There’s an easier way: Curate appropriate content to your blog using Business Intelligence alerts and feeds. The right tools allow for easy posting and distribution . . . “Write once, publish to many”…if you need that post to get distributed across multiple sites. Do you manage multiple blogs? If so, use software that will allow you to review all of your properties’ blogs (&/or social sites like Facebook, Twitter, etc.) on the same dashboard. Create blog posts, publish or save to WordPress; Monitor and respond to comments; Content planning tools, draft & proof management.
Krista Castillo: Creating and curating content takeaways
Krista Castillo: Training and tools takeawaysTraining and tools. What training should a successful company provide their team members?Company should have a range of tools available to assist members in training them on social media.Establish a go-to “destination blog” with links to presentations, white papers on social media topics, schedules for on-going training to keep abreast of rapidly changing technology; disseminate info about changes in the social media landscape in an effective and efficient manner. Monthly presentations—in person or via webinar—to inform new employees or customers about products & services, or to introduce new products to market.
Krista Castillo: Training and tools takeaways
Measurement/ROI: Group Panel Discussion
Measurement/ROI: Discussion About Goals
Measurement/ROI takeaways
Q&A
Overcoming Social Marketing Challenges in MultifamilyDo you have a challenge we haven’t mentioned? Tweet it to us: Charity – @SoEngaged, Jared – @JaredMillr, and Krista – @KristaCastillo. Steve Lefkovits CEO of Joshua Tree Consulting Producer of the Apartment Internet Marketing conference Jared Miller Vice President of Performance & Strategy Director of Asset Management The Bainbridge Companies Krista Lutz Castillo Vice President, National Sales Apartment Finder & CommunitySherpa Charity Zierten Chief Engagement Officer Socially Engaged Marketing®