18. So, earlier on today I put on twitter that I was unhappy with
the service I had got from the Commonwealth Bank.
Anyhow, I then started getting followed by someone who
sent me a message asking me what happened? Turns out he
was in Customer Relations at the bank. Anyway, I sent him
back a few direct twitter messages telling him of my
frustration and he obviously pulled my details up on his
computer and gave me a call and lodged a complaint form!
How cool is that!?
19. So, earlier on today I put on twitter that I was unhappy with
the service I had got from the Commonwealth Bank.
Anyhow, I then started getting followed by someone who
sent me a message asking me what happened? Turns out he
was in Customer Relations at the bank. Anyway, I sent him
back a few direct twitter messages telling him of my
frustration and he obviously pulled my details up on his
computer and gave me a call and lodged a complaint form!
How cool is that!?
20.
21.
22. We’ve surpassed $2 million in revenue in terms of Dell
Outlet sales, but we’re also seeing that it’s driving interest
in new product as well. We’re seeing people come from
@DellOutlet on Twitter into the Dell.com/outlet site, and
then ultimately decide to purchase a new system from
elsewhere on Dell.com. If we factor those new system
purchases that come from @DellOutlet, we’re actually
eclipsed $3 million in overall sales.
From http://en.community.dell.com
25. 34 updates in seven months, it is followed by 3,400 people,
and there is no way to find Nike's Twitter presence from its
site. In short, the company's Twitter efforts represent poor
execution that doesn't seem to be well thought out or
integrated into any broader communications plan
http://www.imediaconnection.com/content/23261.asp
26. #FAIL
34 updates in seven months, it is followed by 3,400 people,
and there is no way to find Nike's Twitter presence from its
site. In short, the company's Twitter efforts represent poor
execution that doesn't seem to be well thought out or
integrated into any broader communications plan
http://www.imediaconnection.com/content/23261.asp
50. The Three
Rs
“Telstra’s 3 Rs of Social Media Engagement are ...
designed to protect the interests of employees and the
company. In brief, the 3 Rs ask that when engaging in
social media you be clear about who you are
representing, you take responsibility for ensuring that
any references to Telstra are factually correct and
accurate and do not breach confidentiality
requirements, and that you show respect for the
individuals and communities with which you interact.
51. The Three
Rs
“Telstra’s 3 Rs of Social Media Engagement are ...
designed to protect the interests of employees and the
company. In brief, the 3 Rs ask that when engaging in
social media you be clear about who you are
representing take responsibility for ensuring that
representing, you responsibility
any references to Telstra are factually correct and
accurate and do not breach confidentiality
respect
requirements, and that you show respect for the
individuals and communities with which you interact.
63. We use Twitter to track what
people are saying about our clients
online.
64. Twitter helps us stay up to date
with online trends, and identify
opportunities for us and our clients
65. Twitter is invaluable for the whole
team at Kinetics - building and
maintaining our media links.
66. It gets our name and personalities into the market, making
our networking efforts much more effective. I received a
new business lead through someone in my network who I
had never met in person... and I am meeting with the
company they introduced me to on Friday to pitch for some
sizeable business. We wouldn’t have been in on the pitch at
all without the Twitter referral
The first photos of the Hudson River plane crash came through Twitter.
Bushfires were also heavily tracked and reported through Twitter. Talk about my own experience in getting mobile phones and chargers.
The first photos of the Hudson River plane crash came through Twitter.
Bushfires were also heavily tracked and reported through Twitter. Talk about my own experience in getting mobile phones and chargers.
The first photos of the Hudson River plane crash came through Twitter.
Bushfires were also heavily tracked and reported through Twitter. Talk about my own experience in getting mobile phones and chargers.
The first photos of the Hudson River plane crash came through Twitter.
Bushfires were also heavily tracked and reported through Twitter. Talk about my own experience in getting mobile phones and chargers.
Changes the way products are marketed
Changes the way products are marketed
Changes the way products are marketed
Think about when you stand at a bar or in the lunch room at work. You pick up snippets of conversations. Sometimes you join in. Other times you ignore them. Perhaps you even eavesdrop.
Twitter is a place where random assortments of people meet.
Trying to define Twitter by its technical characteristics is like describing music through the wave frequencies of sounds. It’ll be technically correct but largely useless to most people.
At the moment, Twitter doesn't make any money! There's a big question mark about whether it will last. Some stats say that young people don;t use it. Not sure that matters.
Of course, some people have other views...
This is, of course, a little bit of humour but it highlights that Twitter's role in all this is still immature
Of course, some people have other views...
This is, of course, a little bit of humour but it highlights that Twitter's role in all this is still immature
Using Twitter as an example but could apply similar principles to Facebook, LinkedIn, etc
Short - 140 character maximum
Instant - once you enter it’s out there (no recall, although you can delete a tweet)
Everyone sees it - although it’s likely that followers will be the main ones that take notice
Replies, retweets and direct messages
Click-throughs to your website, retweets, uptake of special offers (think of how you measure responses to mail-outs, phone campaigns, etc)
Best way to learn about how twitter works and what it can do is to look at the real world
Bowditch and Comm Bank
Let’s look at the message sent by chrisbowditch: Short, Fast and Global- was out there for the world to see in seconds
Immediate feedback - Comm Bank are actively monitoring Twitter
Measurable - cust service response
Not all comms are completely public. You can use Twitter as a sort of cross between email and SMS
Bowditch and Comm Bank
Let’s look at the message sent by chrisbowditch: Short, Fast and Global- was out there for the world to see in seconds
Immediate feedback - Comm Bank are actively monitoring Twitter
Measurable - cust service response
Not all comms are completely public. You can use Twitter as a sort of cross between email and SMS
Bowditch and Comm Bank
Let’s look at the message sent by chrisbowditch: Short, Fast and Global- was out there for the world to see in seconds
Immediate feedback - Comm Bank are actively monitoring Twitter
Measurable - cust service response
Not all comms are completely public. You can use Twitter as a sort of cross between email and SMS
Bowditch and Comm Bank
Let’s look at the message sent by chrisbowditch: Short, Fast and Global- was out there for the world to see in seconds
Immediate feedback - Comm Bank are actively monitoring Twitter
Measurable - cust service response
Not all comms are completely public. You can use Twitter as a sort of cross between email and SMS
Bowditch and Comm Bank
Let’s look at the message sent by chrisbowditch: Short, Fast and Global- was out there for the world to see in seconds
Immediate feedback - Comm Bank are actively monitoring Twitter
Measurable - cust service response
Not all comms are completely public. You can use Twitter as a sort of cross between email and SMS
Dell
Promotions
Discount codes
Customer feedback
Brings customers in the front door (first $2million) and generates further internal referrals (the next $1 million)
The key thing is that the campaign is measurable - but you need you tech guys involved so that you can get the reporting right
United Airlines is doing similar things as well
Dell
Promotions
Discount codes
Customer feedback
Brings customers in the front door (first $2million) and generates further internal referrals (the next $1 million)
The key thing is that the campaign is measurable - but you need you tech guys involved so that you can get the reporting right
United Airlines is doing similar things as well
Dell
Promotions
Discount codes
Customer feedback
Brings customers in the front door (first $2million) and generates further internal referrals (the next $1 million)
The key thing is that the campaign is measurable - but you need you tech guys involved so that you can get the reporting right
United Airlines is doing similar things as well
Dell
Promotions
Discount codes
Customer feedback
Brings customers in the front door (first $2million) and generates further internal referrals (the next $1 million)
The key thing is that the campaign is measurable - but you need you tech guys involved so that you can get the reporting right
United Airlines is doing similar things as well
Dell
Promotions
Discount codes
Customer feedback
Brings customers in the front door (first $2million) and generates further internal referrals (the next $1 million)
The key thing is that the campaign is measurable - but you need you tech guys involved so that you can get the reporting right
United Airlines is doing similar things as well
Dell
Promotions
Discount codes
Customer feedback
Brings customers in the front door (first $2million) and generates further internal referrals (the next $1 million)
The key thing is that the campaign is measurable - but you need you tech guys involved so that you can get the reporting right
United Airlines is doing similar things as well
How would expect Nike to fare? They're a young company with a great brand
How would expect Nike to fare? They're a young company with a great brand
Telstra
Telstra
Telstra
Telstra
Telstra
This was an ugly situation
Lots of negative press for Telstra
But it lead to Telstra creating a policy for staff on Twitter
Telstra
This was an ugly situation
Lots of negative press for Telstra
But it lead to Telstra creating a policy for staff on Twitter
Telstra
This was an ugly situation
Lots of negative press for Telstra
But it lead to Telstra creating a policy for staff on Twitter
Telstra
This was an ugly situation
Lots of negative press for Telstra
But it lead to Telstra creating a policy for staff on Twitter
Telstra’s blog entry describing how the policy was developed and launched.
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Conferencing and events
Twitter feeds on the screen are dangerous and ought to be avoided in my view
Having someone in the audience following the Tweet-stream is useful. You can use a plant in the audience and discretely use SMS to let the presenter know what the audience is focussing on (saw this used to great effect recently but relies on having an experienced presenter who can think on their feet.
Hashtags are a protocol that lets tweets about a specific topic be pulled together eg #sytycd
Twitter’s memory - Asher Moses and the Andrew Johns story
Asher posted a few comments about the story as a private citizen
Comments were seen and screen captured and then used in blogs
Was exacerbated when some fake Asher accounts appeared adding more inflammatory remarks
Twitter’s memory - Asher Moses and the Andrew Johns story
Asher posted a few comments about the story as a private citizen
Comments were seen and screen captured and then used in blogs
Was exacerbated when some fake Asher accounts appeared adding more inflammatory remarks
Twitter’s memory - Asher Moses and the Andrew Johns story
Asher posted a few comments about the story as a private citizen
Comments were seen and screen captured and then used in blogs
Was exacerbated when some fake Asher accounts appeared adding more inflammatory remarks
Twitter’s memory - Asher Moses and the Andrew Johns story
Asher posted a few comments about the story as a private citizen
Comments were seen and screen captured and then used in blogs
Was exacerbated when some fake Asher accounts appeared adding more inflammatory remarks
Twitter’s memory - Asher Moses and the Andrew Johns story
Asher posted a few comments about the story as a private citizen
Comments were seen and screen captured and then used in blogs
Was exacerbated when some fake Asher accounts appeared adding more inflammatory remarks
Twitter’s memory - Asher Moses and the Andrew Johns story
Asher posted a few comments about the story as a private citizen
Comments were seen and screen captured and then used in blogs
Was exacerbated when some fake Asher accounts appeared adding more inflammatory remarks
Think about what images we send
Think about what images we send
Who can represent your business? This of the first R in Telstra's policy
Who can represent your business? This of the first R in Telstra's policy
Who can represent your business? This of the first R in Telstra's policy
Who can represent your business? This of the first R in Telstra's policy
Some businesses block social websites. I'd think about that before invoking such a policy. Would you block Google?
Some businesses block social websites. I'd think about that before invoking such a policy. Would you block Google?
Some businesses block social websites. I'd think about that before invoking such a policy. Would you block Google?
Put a link to a Twitter feed on your corporate home page
Not only tells people you’re on Twitter but lets them know your actual feed. There are many instances of people using false names to pretend they’re someone else
In the example I used earlier about journalist Asher Moses, the situation was exacerbated when fakers pretended to be Asher and made more inflammatory remarks.
Register obvious contractions and other forms of your company name. There's no enforcement of the same rules for Twitter names as there are for corporate domain names. It;s a free for all.
Put a link to a Twitter feed on your corporate home page
Not only tells people you’re on Twitter but lets them know your actual feed. There are many instances of people using false names to pretend they’re someone else
In the example I used earlier about journalist Asher Moses, the situation was exacerbated when fakers pretended to be Asher and made more inflammatory remarks.
Register obvious contractions and other forms of your company name. There's no enforcement of the same rules for Twitter names as there are for corporate domain names. It;s a free for all.
Put a link to a Twitter feed on your corporate home page
Not only tells people you’re on Twitter but lets them know your actual feed. There are many instances of people using false names to pretend they’re someone else
In the example I used earlier about journalist Asher Moses, the situation was exacerbated when fakers pretended to be Asher and made more inflammatory remarks.
Register obvious contractions and other forms of your company name. There's no enforcement of the same rules for Twitter names as there are for corporate domain names. It;s a free for all.
Put a link to a Twitter feed on your corporate home page
Not only tells people you’re on Twitter but lets them know your actual feed. There are many instances of people using false names to pretend they’re someone else
In the example I used earlier about journalist Asher Moses, the situation was exacerbated when fakers pretended to be Asher and made more inflammatory remarks.
Register obvious contractions and other forms of your company name. There's no enforcement of the same rules for Twitter names as there are for corporate domain names. It;s a free for all.
Who starts a business without thinking about the name?
Shortest possible so that re-tweets are easy
Who starts a business without thinking about the name?
Shortest possible so that re-tweets are easy
Who starts a business without thinking about the name?
Shortest possible so that re-tweets are easy
Short case study
Don't have a corporate feed but all staff members are encouraged to use it as a tool to communicate bith within and outside the bsuiness