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Social Media for Business

Social Media for Business. IFSA March 2013. Considering Your Options. Why Bother? i.e. does social interaction lead to sales?. People Buy from People (they like). Build relationships Encourage personal staff accounts Offer solutions through interaction Provide support and advice

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Social Media for Business

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  1. Social Media for Business IFSA March 2013

  2. Considering Your Options

  3. Why Bother?i.e. does social interaction lead to sales?

  4. People Buy from People (they like) • Build relationships • Encourage personal staff accounts • Offer solutions through interaction • Provide support and advice • Be an expert • Get familiar • Ask questions • Listen, listen, listen

  5. Comfortable enough to ask for advice • Advice and solution offered • Booking made!

  6. The Highs and Lows of Being Social

  7. Benefits • Communication • Personality • Sharing • Tell your stories • Positive WOM • UGC

  8. Feedback

  9. Challenges • Feedback – not always good? • Consistency • Putting the right personality in charge • Protecting your brand online • Customer service – 24/7? • Weekends off

  10. Tweet in haste, repent when you are getting slammed online!

  11. Bad PR Some of you may remember this after the Olympics – tweet sent from the Twitter account of a Dublin restaurant

  12. Mind your Manners! • Users are quick to be critical and accuse • They feel safe and fairly anonymous • Cyber bullying is an issue and greater education and understanding should be promoted by all • It can be damaging to people and businesses in the short term – but keep it in perspective!

  13. Online PR Opportunities

  14. Tweet your Order

  15. Brand Reputation • Act quickly • Get advice if necessary • Advise staff on what is happening • Issue a well thought out statement • Respond in as many forums as possible • New material replaces old so produce fresh content

  16. What to Avoid

  17. Quick Survey What Users Don’t Want • Brands saying that they know what you want..they don’t. • Censorship of negative feedback • Poor engagement strategies • Bad grammar • Corporate speak • Spam • Lack of response to messages • Communicating too often with too many messages together • Pushing products • Posting cheesy images • Information that’s useless

  18. Homework! • Do your research • Make a plan (set targets and deadlines) • Get other people involved • Make it easy to stay on top of communication • Know the etiquette (get some training!) • Take it one step at a time!

  19. Thank you!

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