14. Setting the Stage
Rules of the Road
Response Scenarios
10/16/2012 14
15. Setting the Stage
“The Rules” – Allow for Decisive Action
• Negative comments are allowed to stay visible, IF they meet the
following criteria:
• Must be germane to the topic at hand
• Cannot include personal or financial information
• Cannot criticize an associate by name
• Acknowledge comments and reply with how we will remedy the
situation, or can correct misinformation as needed
• If a customer service issue, take it offline as soon as possible, redirect
to a contact center or interact@arvest.com
• Break “The Rules” if necessary under dire circumstances
10/16/2012 15
16. Setting the Stage
Community
Events and
Photos
Public and
Purchased
Media
Syndicated
Relations
Content
Materials
Blog Distribution
Internal Content
Expertise via other
Social
Channels
10/16/2012 16
17. Setting the Stage
Personal: Tweet: Security: Tweet:
How much insurance? Talk like a pirate day How secure are your Voter Registration
social networks?
FB:
Talk like a pirate day
Business: Tweet:
How to keep Museums
employees fit
10/16/2012 17
18. Setting the Stage
Monitoring & Listening
• SocialMention.com
Content Creation
• WordPress, Tumblr
Scheduling
• BufferApp.com
Measurement/Analytics
• Klout.com, PeerIndex.com, Google Analytics
Dashboards
• HootSuite, SproutSocial, TweetDeck
50 (mostly) free social media tools you can’t live without in 2012
http://thenextweb.com/socialmedia/2012/03/18/50-mostly-free-social-media-tools-you-cant-live-without-in-2012/
10/16/2012 18
21. Blogs
“… the Red Sox have just
climbed back to .500 ball.
The only saving grace is that
we met the Yankees coming
down..”
10/16/2012 21
22. Blogs
Did you let your daughter
get her ears pierced? When?
Or when will you?
Content
Question
Reward
10/16/2012 22
23. Blogs
“Do your customers know you’re a right
wing lunatic? Does your board care about
their fiduciary duty not to employ such a
person in a business that caters to people
to deplore the “values” expressed by said
lunatic?”
Keep or Remove
Respond or Ignore
10/16/2012 23
50. Facebook - Updates
We have money to lend!
Find out how we can help
your business.
Are you a business owner
looking for financing? Find
out how we can help.
Another reason business
owners “Like” us!
10/16/2012 50