3. Monitor the Web for interesting new Social Media Alerts - Like Google Alerts, but Twitter Search, Twitter Directory, Twitter
content - Google Alerts are email updates for Social Media. Receive daily email alerts Yellow Pages - Find Twitter Users
of the latest relevant Google results (web, of your brand, company, campaign, story or
news, etc.) based on your choice of query competitors.
or topic.
http://www.google.com/alerts http://www.socialmention.com/ http://twellow.com/
Inhale the Web - Instantly create a custom Find key influencers in your community to Spot trends happening currently in the
page with a latest buzz on any topic build relationships. Search on either “Blog” world. It shows the hottest searches
or “Post” for certain key phrases, discover currently going on and you can drill in to
who are key bloggers. find out a little bit more about the trends.
http://addictomatic.com/ http://technorati.com/ http://www.google.com/trends
Social media search engine providing real
time results across multiple social media
platforms.
http://www.whostalkin.com/
8. WESTJET FUN FACTS
Some Twitter fodder for you (#WestJet & #SocMedBC)
Number of WestJetters 7,800
Average number of unsolicited resumes 1,200/week
Average number of guests per week 270,000
Number of cookies cosumed last year 4,150,000
Coldest day for TAC agents -54 degrees
# of marriage proposals onboard 433
Fastest aircraft turn time 6 minutes
7
9. OUR PEOPLE ARE OUR STRENGTH
Language makes a difference
Team Leaders vs. Supervisors
People vs. Employees
Promises vs. Policies
Guests vs. Passengers
2010
Fame
2010 first place in Airline Staff Service Excellence (North America) at the
World Airline Awards
8
10. a 48-character quote for your twitterfeed
Any change, even a change
for the better, is always
accompanied by drawbacks
Arnold Bennet
1867-1931
10
11. KEY COMPONENTS OF THIS CHANGE
What happened behind the scenes
October 16-17: Migrated 800,000+ records
Data transfer and cutover was successful
Unexpected glitches in live environment
Negative impact on some guests
11
12. COMPLAINT OR OPPORTUNITY
Complaints are inevitable in any business
A complaint is an opportunity to showcase your problem solving and
communication skills.
- Blogger Dany Levy, during the Iceland ash cloud challenges.
13
19. FEEDBACK IS NOT ALL NEGATIVE
Each organization will integrate differently
Integration is key
24
20. IN SUMMARY
The keys to success
Ensure your social media team has the right info
Personalize the online interaction
Have patience while communicating openly and honestly
Acknowledge the negative while focusing on the positive
Take complaints offline
Integrate social media feedback
25
23. CoverItLive Chat Forum: Ask
the Expert
CoverItLive is well-recognized and used by companies
and millions worldwide to engage business, stakeholders
and public in an open discussion. General Motors, ESPN,
Globe and Mail, Newsweek and Yahoo Sports! Have used
CoverItLive
• Provides a safe platform for planning and executing a
live, online event complete with participating panellists,
producer and moderated comments.
• Materials can be preloaded into the discussion, Twitter can
be integrated and customized branding applied.
• Business Services can offer trade and investment tutorials
and expertise. Afterwards, the CoverItLive discussion
transcripts can be redistributed and posted onto the ITIA
website.
• The basic account is available at minimal cost.
Example: Obama’s budget debate using CoverItLive
Check-out what’s Live now?
http://mobile.coveritlive.com/mobile.php?option=com_
mobile&task=listliveevents
http://www.coveritlive.com/index.php
24. HSBC B2B Network: Blogging
HSBC is one example of successful, trusted professional B2B
social networks within the financial services industry.
• HSBC Business Network welcomes members, customers
and non-customers who are top influencers and
contributors.
• The site includes a network of blogs, and invites members
to create their own blog to share personal experiences
with other entrepreneurs. The network has some 148 blogs
from members.
• Homepage is populated with content from the users,
rather than traditional in-house marketing content.
http://www.business.hsbc.co.uk/1/2/start-up-business/starting-your-business
25. AMEX Open Forum
• Since 2007, AMEX OPEN has relied on the OPEN Forum to
provide business advice, insight and engagement as part
of their larger website
• The OPEN Forum includes online survey to track customer
experiences, and a healthy collection of videos that users
can rate and share through additional social networking
channels
• The OPEN Forum “Idea Hub” allows members to network
with each other and industry experts on topics customized
to specific business interests. A large community of
business experts manage content for the forum.
• AMEX reported early and large growth for the B2B forum
with 160,000 visitors in December 2008 and one million
visitors in December 2009
http://www.openforum.com/
26. FACEBOOK 101
• Public audience base of over half-a-million
• Facilitate digital marketing, public relations, stronger
international networks, twitter interface and digital
advertising
• Facebook advertising function targets business audiences
based on demographics, biographical interests,
preferences and user trends
• Businesses create fan pages to build community
Example: Ministry page: BC Alumni:
http://www.facebook.com/pages/BC-Alumni/6150657762
Example: Wavefront Conference Facebook page:
http://www.facebook.com/pages/Wavefront-
Community/403378670345
Tutorial: How To Create a Facebook Business Fan Page
No Personal Profile Required
DOWNLOAD:
http://us.blackberry.com/smartphones/features/social/facebook.jsp
http://www.facebook.com
27. Facebook Page: TD Lounge
• TD Money Lounge is a Facebook group page serving the
banking interests of a university and college students
demographic.
• The facebook page talks about the financial side of student
life and offers contests, giveaways, and helpful advice and
meet new people and get ideas for managing money.
• The page is sponsored by TD Canada Trust and offers
promotions and products designed with students in mind.
• The Facebook page is further supported by a website
(http://www.tdmoneylounge.com) and the TD Twitter feed
(http://twitter.com/td_canada)
http://www.facebook.com/tdmoneylounge
28. LINKEDIN 101
• More than 100 million members in over 200 countries and
territories.
• More than half of LinkedIn members are currently located
outside of the United States.
• Intersects 170 industries
• Executives from all Fortune 500 companies are LinkedIn
members
Company Page –
Service-oriented LinkedIn company page can help advance
Ministry key account objectives.
Example BC Public Service Company Page -
http://www.linkedin.com/company/bc-public-service
Group Pages –
People use group pages to connect to debate, ask
questions, look for jobs and connect around topics of
interest.
Example CommunicAsia Group Page -
http://www.linkedin.com/groups?about=&gid=2496539&tr
k=anet_ug_grppro
DOWNLOAD:
http://www.linkedin.com/static?key=blackberry
http://www.linkedin.com
29. TWITTER 101
Tutorials for Twitter
1. Sign-up : Twitter Account
2. Twitter Hashtags & Basic Twitter Symbols
3. How To Use Twitter for Business
4. Twitter Essential Training – Lynda.com
5. Twitter Management
DOWNLOAD:
http://www.ubersocial.com/
http://www.twitter.com
