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Social Media  Awareness • Research  Customer Service Jennifer Navarrete
Social Media
The Conversation Prism “ The art of learning, listening and sharing” Brian Solis
Combating the FEAR Factor
Fear Factor What if… I make a  mistake ? someone says something  bad ?
Trends & The Big 3 •  Facebook  has over  400 million  active users •  Twitter   experienced a  2,614 %   growth in 2009 •  LinkedIn  has over  60 million   active users Social Networks will continue their  rapid growth
General Growth •  50%   of active users log  on to Facebook in any given day  • The fastest growing demographic is those  35 years old and older
Mobile Growth •  There are more than  100 million  active users currently accessing Facebook through their mobile devices.  •  People that use Facebook on their mobile devices are almost  50% more active  on Facebook than non-mobile users.
User Engagement •  Average user has  130 friends  on the site  •  More than  45 million status updates  each day •  More than  10 million users  become  fans of Pages  each day
Facebook: Pages
Business Social Media  Marketing Spend to Hit  $3.1 Billion  by 2014
Forrester Research
Right  Combination
Global Opportunity
3 Uses of Social Media •  Awareness •  Customer Service •  Research Interaction
Survey of Hospitals Using Social Media by Geystone.Net  •  4.5% of respondents have been successful in  improving crisis management; •  8.7% of respondents have been successful in  improving customer service; •  8.7% of respondents have been successful in  improving employee engagement; •  12.5% of respondents have been successful in  attracting new patients; and •  16.7% of respondents have been successful in  improving community relations.
Who is using Twitter? Business Media Politics Non Profits
Who Else Is Using Twitter? Hospitals Police Mental Health Crisis
Hospitals Using Social Media
YouTube vs. Twitter
Social Media Policies
Full of content Full of conversation Do this
Your Business, Group or Non-Profit EVERYWHERE! Be discoverable Cross promote
What are we supposed to do about  Social Media ? or
ATTRIBUTION Business Meeting  pic by llawliet  http://flickr.com/photos/llawliet/2547595587/ Blown Cover  pic by  laverrue  http://flickr.com/photos/23912576@N05/2962194797/sizes/l/ Go  pic by laverrue  http://flickr.com/photos/23912576@N05/2962183917/sizes/l/in/set-72157607999264744/ Captured-Spirit  pic by Smile4camera   http://flickr.com/photos/captured-spirit_/221033524/sizes/o/ Redwood Shedding  pic by Bernt Rostad  http://flickr.com/photos/brostad/2878947196/sizes/l/ State of Twittersphere  by Hubspot  http://blog.hubspot.com/blog/tabid/6307/Default.aspx?Tag=State+of+Twittersphere Facebook statistics  from press release  http://www.facebook.com/press/info.php?statistics Linkedin staticstic  from press release   http:// press.linkedin.com Social Media Spending by Mashable  http://mashable.com/2009/07/08/social-media-marketing- growth Forrester Research   http://blogs.forrester.com/interactive_marketing/2009/07/interactive-marketing-nears-55-billion-advertising-overall- declines.html   Hospital Social Network Data, Charts & Info by E. Bennett  http://ebennett.org/hsnl/data Humane Society Twitter: http://twitter.com/humanesociety SOCIAL MEDIA: EMBRACING THE OPPORTUNITIES, AVERTING THE RISKS  http://www.russellherder.com/SocialMediaResearch Social Media Use Survey by Greystone.net  http://www.ihealthbeat.org/articles/2010/2/1/survey-most-hospitals-use-social-media-but-few-have-formal-plans.aspx Grouchy Cat by akk_rus  http://www.flickr.com/photos/akras/3499252599/sizes/l/ Kitty Embrace by Mel B .  http://www.flickr.com/photos/42dreams/1009400100/sizes/l/
[email_address] ph: 210.483.3025 • fax: 866.659.0966 Social Media Profiles: www.jennifer.navarrete.tx.googlepages.com www.twitter.com/epodcaster www.facebook.com/jennifernavarrete www.linkedin/in/jennifernavarrete Events: www.tweetcampsa.org www.podcampsanantonio.org www.sanantoino.startupweekend.com www.barcampsanantonio.org Groups: www.smc-sa.ning.com www.socialmediabreakfast.com Sites: www.jennifernavarrete.com www.mylabelnet.com www.techintwenty.com www.morningbrewcast.com/blog Social Media Training: www.brewingmedia.eventbrite.com

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Social Media For CIT

  • 1. Social Media Awareness • Research Customer Service Jennifer Navarrete
  • 3. The Conversation Prism “ The art of learning, listening and sharing” Brian Solis
  • 5. Fear Factor What if… I make a mistake ? someone says something bad ?
  • 6. Trends & The Big 3 • Facebook has over 400 million active users • Twitter experienced a 2,614 % growth in 2009 • LinkedIn has over 60 million active users Social Networks will continue their rapid growth
  • 7. General Growth • 50% of active users log on to Facebook in any given day • The fastest growing demographic is those 35 years old and older
  • 8. Mobile Growth • There are more than 100 million active users currently accessing Facebook through their mobile devices. • People that use Facebook on their mobile devices are almost 50% more active on Facebook than non-mobile users.
  • 9. User Engagement • Average user has 130 friends on the site • More than 45 million status updates each day • More than 10 million users become fans of Pages each day
  • 11. Business Social Media Marketing Spend to Hit $3.1 Billion by 2014
  • 15. 3 Uses of Social Media • Awareness • Customer Service • Research Interaction
  • 16. Survey of Hospitals Using Social Media by Geystone.Net • 4.5% of respondents have been successful in improving crisis management; • 8.7% of respondents have been successful in improving customer service; • 8.7% of respondents have been successful in improving employee engagement; • 12.5% of respondents have been successful in attracting new patients; and • 16.7% of respondents have been successful in improving community relations.
  • 17. Who is using Twitter? Business Media Politics Non Profits
  • 18. Who Else Is Using Twitter? Hospitals Police Mental Health Crisis
  • 22. Full of content Full of conversation Do this
  • 23. Your Business, Group or Non-Profit EVERYWHERE! Be discoverable Cross promote
  • 24. What are we supposed to do about Social Media ? or
  • 25. ATTRIBUTION Business Meeting pic by llawliet http://flickr.com/photos/llawliet/2547595587/ Blown Cover pic by laverrue http://flickr.com/photos/23912576@N05/2962194797/sizes/l/ Go pic by laverrue http://flickr.com/photos/23912576@N05/2962183917/sizes/l/in/set-72157607999264744/ Captured-Spirit pic by Smile4camera http://flickr.com/photos/captured-spirit_/221033524/sizes/o/ Redwood Shedding pic by Bernt Rostad http://flickr.com/photos/brostad/2878947196/sizes/l/ State of Twittersphere by Hubspot http://blog.hubspot.com/blog/tabid/6307/Default.aspx?Tag=State+of+Twittersphere Facebook statistics from press release http://www.facebook.com/press/info.php?statistics Linkedin staticstic from press release http:// press.linkedin.com Social Media Spending by Mashable http://mashable.com/2009/07/08/social-media-marketing- growth Forrester Research http://blogs.forrester.com/interactive_marketing/2009/07/interactive-marketing-nears-55-billion-advertising-overall- declines.html Hospital Social Network Data, Charts & Info by E. Bennett http://ebennett.org/hsnl/data Humane Society Twitter: http://twitter.com/humanesociety SOCIAL MEDIA: EMBRACING THE OPPORTUNITIES, AVERTING THE RISKS http://www.russellherder.com/SocialMediaResearch Social Media Use Survey by Greystone.net http://www.ihealthbeat.org/articles/2010/2/1/survey-most-hospitals-use-social-media-but-few-have-formal-plans.aspx Grouchy Cat by akk_rus http://www.flickr.com/photos/akras/3499252599/sizes/l/ Kitty Embrace by Mel B . http://www.flickr.com/photos/42dreams/1009400100/sizes/l/
  • 26. [email_address] ph: 210.483.3025 • fax: 866.659.0966 Social Media Profiles: www.jennifer.navarrete.tx.googlepages.com www.twitter.com/epodcaster www.facebook.com/jennifernavarrete www.linkedin/in/jennifernavarrete Events: www.tweetcampsa.org www.podcampsanantonio.org www.sanantoino.startupweekend.com www.barcampsanantonio.org Groups: www.smc-sa.ning.com www.socialmediabreakfast.com Sites: www.jennifernavarrete.com www.mylabelnet.com www.techintwenty.com www.morningbrewcast.com/blog Social Media Training: www.brewingmedia.eventbrite.com