130208 rowland prescare-v.02
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Social media: managing reputation in real time…
15 February 2013
Commercial-in-confidence
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Welcome
● Social media 101● Online landscape● The big four● Social media strategy
○ Strategy 1 – Listen○ Strategy 2 – Prepare○ Strategy 3 – Connect○ Strategy 4 – Engage
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Social media 101
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Social media 101 - Social media landscape
● Social networks – Facebook, Google Plus, Orkut, LinkedIn● Online advocacy – Get Up! Change.org, Causes● Video sharing – YouTube, Vimeo, Daily Motion● Blogging – Blogger, Word Press● Microblogging - Twitter, Tumblr, Facebook● Social tagging (bookmarking) – Delicious, StumbleUpon, Google Reader● Social news – Reddit, Digg● Virtual worlds – Second Life, Playstation Network, World of Warcraft● Photography and art sharing – Flickr, Instagram, Pintrest● Community Q+A – Wikipedia, Yahoo! Answers, Whirlpool
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Australian media landscape
●Monthly active users Time per visit○ Facebook – 11,500,000 25mins 43secs○ YouTube – 11,000,000 17mins 35secs○ Blogspot – 3,800,000 6mins 40secs○ LinkedIn – 2,200,000 8mins 50secs○ Twitter – 2,114,000 11mins 20 secs
●Traditional print○ Herald Sun – 515,500○ The Daily Telegraph – 374,395○ The Courier-Mail – 216,638
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Australian social media landscape
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Australian social media landscape
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Australian social media landscape
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THE BIG 4
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Social media strategy – Social media road map
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Strategy One > Listen > Why do we listen?
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Strategy One > Listen
○ Google Alerts○ Twitter advanced search○ Tweetdeck○ Social mention○ Hootsuite○ Beevolve○ Dialogix○ Radian6○ BuzzNumbers
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Strategy One > Listen > Outcome
● Define issues and opportunities● Map stakeholders● Manage keywords ● Listen beyond your trademarks● Select a listening tool that best fits your needs● Measure influence and outreach
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Strategy Two > Prepare
● Social media policy● Build capacity ● Reputation management● Escalation planning● Insights
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Strategy Two > Prepare > QPS case study
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Strategy Two > Prepare > QPS case study
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Strategy Two > Prepare > Outcomes
● Do more than write a social media policy: engage● Knowledge at all levels● Mainstream media will adapt, not disappear● Journos manage their own reputations online now● Be prepared – don’t wait for the issue or opportunity
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Strategy Three > Connect
● No short cuts – build one conversation at a time● Editorial team● Curation v creation● Thought leadership● Advice-based content● Give something, offer value● Above all – BE USEFUL!
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Strategy Three > Connect > Online brand persona
1. Lover
2. Caregiver
3. Jester
4. Sage
5. Creator
6. Ruler
7. Everyman
13 Jungian archetypes:
(source: http://www.datafication.com.au)
8. Hero
9. Explorer
10. Innocent
11. Magician
12. Shadow
13. Outlaw
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Strategy Three > Connect > Outcomes
● Cannot leverage a network which does not exist● No shortcuts – one conversation at a time● Identify creators and curators● Begin editorial team ● Prepare a content schedule● Consider online persona/s
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Social media strategy – Enhance● Viral campaigns
○ Everyone wants their campaign to go viral○ Be realistic in what you’re promised / what you promise
● Competitions, incentives, special offers○ Highlight a new service line or offer ○ Encourage followers to share stories
● Webcasting○ AGM or media call
● Video/animation○ UGC○ Tell ‘the people’s story’
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Strategy Four > Engage > Integrated campaigns
PAIDEARNEDSHAREDOWNED
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Strategy Four > Engage > Integrated campaigns
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Strategy Four > Engage > Integrated campaigns
Results:
● Twitter reach: +1 Million in one day
● Earned media: 30 Million *OTS
● 95% media coverage featured references / links to Website, Facebook or App
● Underdog Day: 7,000 engagements
● 168,000 bowls of dog food donated
● Dog‐A‐Like was #1 App in iTunes
● 1000 mobile downloads every day
● 173,000 new Facebook Likes
● 5.8 million Dog‐A‐Like Facebook users
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Strategy Four > Engage > Integrated campaigns
● More importantly…● More than 6,200 dogs saved
in three months!
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Strategy Four> Enhance > Outcomes
● Viral vs sharable● Engaging content still the goal● Integrated campaigns
○ Paid○ Earned ○ Shared○ Owned
● Digital assets the new ‘hero’ assets
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thank you…