02.twitter
TRANSCRIPT
Module 2:
Would you trust a surgeon who tweeted your operation?
Tweeting what you eat
#defahmi vs Blu Inc
Twitter as a canary in the coalmine
“Water me, please!”
How are companies using TwitterEXTERNAL
• Customer service• News, blog updates• Branding, promotion,
marketing• PR, media relations• Finding leads,
prospects• Extending touchpoints• Community building• Networking, tweetups• Direct sales• Recruitment• Driving traffic to website
INTERNAL• Connecting sales teams• Coordinating
decentralized teams• Event planning• Project status and
updating staff, teams• Employee support• Mentoring• Problem-solving• Purely social
CIMB on Twitter: Customer servicetwitter.com/cimb_assists
Twitter: Best practices• Listen: Follow popular tweeters first
• Share: Find great stuff to share
• Be authentic
• Be active! No one is interested if your last tweet was from several months ago
• Don’t hard sell: If you are plugging your own
product, service, event, cause, say so. Preface with “Shameless plug…”
• Preface a personal opinion with IMHO, or “My personal opinion is…”
Scott Monty, Ford Motor Company
Head of social media, Fordhttp://www.scottmonty.comhttp://twitter.com/scottmonty
1. Always shows gratitude
2. Constantly corrects misinformation
3. Encourage conversation
Frank Eliason, Citi, formerly of Comcast
SVP of Social, Citihttp://www.frankeliason.comhttp://twitter.com/askcitiFormerly @comcastcares
4. Problem solver: Fields customer support issues, re-directs to right person
5. Always helpful and adding value
Lee Aase, Mayo Clinic
Director, Social Media, Mayohttp://tinyurl.com/smugu http://twitter.com/leeaasehttp://twitter.com/mayoclinic
6. Health tips
7. Sharing patient, inspiring stories
8. Promoting radio shows, webcasts
“People relate to people, not companies,”
Tony Hsieh, Zappos.com,
Zappos.com: Shoevangelism
Case study: Zappos.com• Free shipping, a 24/7 open call center, and 365-
day return policy.
• Turned an e-commerce shoe site into a US$1B business in 10 years. Sold to Amazon.com
• Obsession with customer service, little advertising, organic word-of-mouth recommendations.
• Five weeks of employee training on culture, core values, customer service. Uses Twitter as communications channel.
Twitter 1011. A tweet is 140 characters long2. RT: re-tweet other tweets you think are worth
repeating, 3. @username: used to reply to someone or
engage in a conversation or as a hat tip. This a public tweet everyone can see. Eg: @username message
4. dm or d followed by space, then name of person eg: d username message OR click Messages (next to Profile). You can send private message to someone only if they follow you.
Twitter 101: Using #hashtags5. The Hash Tag aka Pound Symbol [#] is
used to categorize tweets into topics, events, trends.Hashtags are the Twitter equivalent of keywords. eg: #socialmedia
6. Search specific hashtags and save those searches for future reference.
7. Tip: Use a unique hashtag to promote a contests, event or product eg: #contest123 (make sure no one is using it first)
8. #followfriday or #ff is used by a majority to spotlight individuals they consider worth following, not necessarily on Friday
Short links
• Helps reduce character space. Became popular with rise of Twitter
• Popular services: tinyurl.com, bit.ly• Others: is.gd, snipurl.com, tr.im • When posting a link, use Topsy.com to find
out how popular/timely the link already is and whether your friends have already tweeted/posted it.
• Bit.ly provides transparent stats: Add + sign at the end of shortlink eg: bit.ly/123456+
1. 2.
Must-know Twitter BasicsSettings:Profile
Time Zone/Location
Notifications
Design
Follow
Tweet
RT
@Username
Shortlink
Reply
Messages(DM)
#hashtag
@Mentions
Searches
Lists
FF
Add Image
TwitPic
TwitVid
Selective Tweets
Block spammer
Who To Follow
Trends
Tweet Button
Sample Twitter Accts/Lists• Media on Twitter: http://www.mediaontwitter.com• Journalists on Twitter: http://muckrack.com• List of Malaysian journalists:
http://twitter.com/trinetizen/malaysian-journalists• List of Malaysian media:
http://twitter.com/trinetizen/malaysian-media• List of Malaysian politicians:
http://twitter.com/trinetizen/malaysian-politicians• List of Malaysian celebs:
http://twitter.com/trinetizen/malaysian-celebs• List of Malaysian brands:
http://twitter.com/trinetizen/malaysian-brands
Useful Twitter apps• Twitter clients: Tweetdeck, Seesmic,
Ubersocial, Hootsuite, Twitterrific, Twhirl• TweetAlarm, Twilert: Put in a keyword and
get emails when others tweet it.• Twellow: Search for tweeple• Twitpic, Lockerz, Instagram: Post photos• Yfrog, Twitvid: Post videos• Twapperkeeper: Archives tweets• Tweetstats: Graphs your stats• Spy: http://spy.appspot.com/
Useful Twitter analytics
• Twitter Web Analytics (from Twitter, coming soon)
• Rowfeeder: http://rowfeeder.com/• Tweetstats: http://tweetstats.com• Twittercounter: http://twittercounter.com• The Archivist: http://archivist.visitmix.com• Klout: http://klout.com• Twitter Grader: http://tweet.grader.com• Twitalyzer: http://twitalyzer.com• Monitter: http://monitter.com
Exercise: Twitter• Go to Twitter (set up account, if you don’t
already have one)
• Find a news release from your site to tweet
• Make a shortlink using bit.ly of that story link
• Create 140-character tweet and add the short link
• Find people to follow
• Create a list
• Re-tweet another person’s tweet
• Post a photo using Twitpic
Outreach/CSR: Tweetups
•Raised RM11,000 + two desktop PCs + Broadband
•Destiny Starting Point, a home Klang
Ashton Kutcher vs CNN@aplusk beats @cnnbrk to 1m followers, then donates US$100,000 to buy 10,000 nets for ‘Malaria No More’, a nonprofit which wants to end malaria deaths in Africa by 2015.
No malaria video
Celebs using Twitter to promote their causes
http://twitter.com/Jamie_Oliver http://twitter.com/apluskhttp://twitter.com/RyanSeacresthttp://twitter.com/oprahhttp://twitter.com/QueenRania
http://twitter.com/JimCarreyhttp://twitter.com/BillGateshttp://twitter.com/charlizeafrica
List: celebritytweet.com
“In the past you were what you owned. Now you are what you share,”
Charles Leadbeater