Building great Twitter chats takes time and consistent effort. It also takes logistics. Jeff Kingman, Dir of Social Business (Sales/Operations) at DigitalCoco, and co-founder of Twitter chat #CustServ, provides a brief on building successful chats.

1. Building
Great
Twitter
Hashtag
Chats
Tuesday, April 3, 2012

2. What is a Twitter Chat?
A Twitter chat is much like any other online chat, in which online users
gather at a specified time to discuss certain topics or issues.
A Twitter chat brings users together from all over world to a platform
where they can interact in real time rather than communicate in a
delayed manner through traditional social media postings.
How Does Someone Participate?
To join a Twitter chat, you must know the #hashtag being used. A
#hashtag is simply a Twitter function to search for the topic being
discussed.
Tuesday, April 3, 2012

3. What is a Twitter Chat?
Creating a Twitter Chat - Logistics
Determine Hashtag
Determine Frequency
Create SMO Plan
Acquire Co-Host
Create Supporting Website/Blog
Logistics in Creating a Hashtag
Register Hashtag on Twubs
Register on Twapperkeeper
Create Two Month Editorial Calendar
Promote
Launch!
Tuesday, April 3, 2012

4. What is a Twitter Chat?
Choosing a Hashtag
Keep it short – gives more message room
(FAIL) #budweiserbeerstories
Vs #budbeer
Communicates your branding
Communicates your industry
Examples
#meatcamp
Wide-ranging weekly dialogue on raising/producing/distributing meats
#custserv
Wide-ranging discussion on all aspects of customer service across
industries
Tuesday, April 3, 2012

5. What is a Twitter Chat?
Registering A Hashtag
Provides tacit “ownership”
Provides additional SEO for your brand
Provides “lineage” of the hashtag to your brand
www.twubs.com
Allows profile development, followers and other features, including auto-
hashtagged tweeting
Google Doc List of Hashtags
URL provided in workshop notes
http://swanthinks.wordpress.com/2010/03/02/the-twitter-chat-schedule/
Tuesday, April 3, 2012

6. What is a Twitter Chat?
Create an Editorial Calender of Topics
Try to keep two months of future topics going.
You will get requests for the topic, no matter how much you tweet it out.
Remind and refer people to a blog page with the calender.
Every week, ask for topic suggestions.
Co - Hosts
Easier with a co-host.
Establish roles.
View co-hosting role like herding cats.
Tuesday, April 3, 2012

7. Co-Host Roles at #CustServ Chat
Lead Voice/Cattle Prod Secondary Voice/Logistics Greeter/KnowledgeResource
Marsha has a huge social following and Helped launch chat logistically; Greets EVERY participant on start/close
wrote a book on customer service. protector of Marsha from trolls. Avid of hour.
question asker and provider of humor to
Very lively in the chat. chat. Discussion shaper/guide.
Tuesday, April 3, 2012

8. What is a Twitter Chat?
Create a Supporting Site(s)
Blog is more dynamic than a website.
Use for introducing staff, date/time of chat and how they can connect.
Use to publish recaps.
Also support with other networks.
Facebook Fanpage
LinkedIn
Tuesday, April 3, 2012

9. Supporting Site - Blog Example
Tuesday, April 3, 2012

10. Supporting Site - Transcript Example
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11. Supporting Site - About Us Example
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12. Supporting Site - Terms of Community Example
Tuesday, April 3, 2012

13. What is a Twitter Chat?
Promote Shamelessly
Use Social Networks
Write blogpost recaps and share through social media.
Include hashtag in traditional media.
#CustServ on
LinkedInGroup
> 750 members
Tuesday, April 3, 2012

14. What is a Twitter Chat?
Managing the Hour (styles)
Question & Answer Format
Hosts ask question; allot time period for answer.
In a one hour chat allow 5-10 minutes per question.
Q1: Are Twitter Chats Effective?
Open Forum / Free For All
Topic is posted at beginning
Hosts ask leading questions, but not in formal manner
Promote Easy Chatting Site to Use
Tweetchat - auto appends the hashtag
Provide Metrics
Hashtracking.com
Tuesday, April 3, 2012

15. What is a Twitter Chat?
Considerations
Participants operate at different speeds.
Some are very tech savvy – able to message instantly.
Others are not so – you’ll notice a moderate to lengthy lag on their
responses.
Make it easy – recommend they participate through Twubs or
Tweetchat
It’s a lot like herding cats.
Be welcoming to all, even griefers.
Be patient with peoples different knowledge bases and skill sets.
Welcome and thank everyone individually for participating.
Tuesday, April 3, 2012

16. What is a Twitter Chat?
A Failed Hashtag Chat
#bakechat
Mission: promote community between pro pastry chefs/bakers and home
cooks.
Background Mission: develop online reputation of Claire Fountain; writer, pro
pastry chef
Reasons for #fail
Too broad a topic.
Too much online competition – food and baking blogs.
Not executing every week.
Tuesday, April 3, 2012