dayle hayes, ms, rd thank you snam · #socialmedia and customer service. dayle hayes, ms, rd...
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Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
• CheerleaderforExcellenceinSchoolHealth&ChildNutri6on• Consultanttoagencies,organiza6ons&districtsna6onwide• 2013MontanaSchoolNutri6onProfessionaloftheYear(MTSNA)• Facebook
SchoolMealsThatRockDayle.Hayes.RD
• TwiFer@SchoolMealsRock
• PinterestSchoolMealsThatRock
• BlogSchoolMealsThatRock.org
DayleHayes,MS,RD ThankYouSNAM
ThankYouMichiganDairy
MichiganSNAIndustryConference~March2017
DISCLOSUREBoard Member/Advisory Panel
– Alliance for Healthier Generation School Health Policy Council – American Association of School Administrators (AASA) Breakfast Advisory Council – Inside School Food on Heritage Radio Advisory Council
Consultant – US Department of Agriculture and Team Nutrition Program – Multiple state departments of education and agriculture – The Mushroom Council – Potatoes USA – CLIF bar – Barilla USA
Speaker’s Bureau – National Dairy Council and state/regional dairy councils – National Cattlemen’s Beef Association and state beef councils
MichiganSNAIndustryConference~March2017
TwiFer@SchoolMealsRock@SchoolLunch@MilkMeansMore
Hashtag#SchoolMealsRock#SchoolMeals4Success#DairyAmazing
@TWITTER#PARTY
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
“Wecannotalwaysbuildthefutureforour
youth,butwecanbuildouryouthforthe
future.”
FranklinDelanoRoosevelt
MichiganSNAIndustryConference~March2017
SMIL
E MichiganSNAIndustryConference~March2017
ROCKIN’ #SocialMedia
AND Customer Service
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
POSTIT.PINIT.
TWEETIT.MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017
“Marketing would be drawing in customers while customer service would be giving the customer the attention and experience that makes them want to come back again and
again and bring friends.” Sara DeVries, retired, former nutrition director, West Ottawa Schools, Michigan
SmilesMemoriesInteracWonsListeningExcellenceSocialMedia
MichiganSNAIndustryConference~March2017
SMILE
MichiganSNAIndustryConference~March2017
SMILE
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
SMILE
MichiganSNAIndustryConference~March2017
“People never forget how you make them feel. We like them to feel like we are happy to see
them and proud of them and the healthy choices they are making. I greet almost every
one of our 609 of our students by their first name. They are always amazed that I
remember.” Catherine Levesque works at Beech Street Elementary School in Manchester, New Hampshire
MEMORIES
MichiganSNAIndustryConference~March2017
MEMORIES
MichiganSNAIndustryConference~March2017
MEMORIES
MichiganSNAIndustryConference~March2017
MEMORIES
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“It could be anything from greetings like good morning, enjoy your lunch, have a great day, how are you, to hey it's hump day-halfway there! You don't know if you are the first
person to speak, smile or encourage these children all day.”
Jessica Osborne, Café Manager, Mineral, VA I’m-a-Lunch-Lady, It’s-Not-For-The-Weak badge
INTERACTIONS
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
INTERACTIONS
MichiganSNAIndustryConference~March2017
INTERACTIONS
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
“They help out in the kitchen with their community service hours by plating, prepping, and cleaning. We've even started a cooking and nutrition class
with the 8th graders that helps to create the meals. The children provide input and ideas on
menu items during taste trials and they know they will be listened to.”
Amalie Dorn, Kitchen Manager, Volcano School of Arts and Sciences, Hawaii
LISTENING
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
LISTENING
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
LISTENING
MichiganSNAIndustryConference~March2017
“Another way our school provides good customer service to our kids is to provide them with a top quality product. The school meal is
prepared primarily with fresh ingredients sourced locally. It is made to look, smell and
taste delicious – to be a temptation for all the senses. When planning the menus, we focus on complimentary flavor combinations, as well as a
rainbow of lots of bright colorful foods.”
EXCELLENCE
MichiganSNAIndustryConference~March2017
EXCELLENCE
MichiganSNAIndustryConference~March2017
EXCELLENCE
MichiganSNAIndustryConference~March2017
EXCELLENCE
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
What about your program makes YOU PROUD?
MichiganSNAIndustryConference~March2017
ROCKIN’ #SocialMedia
MichiganSNAIndustryConference~March2017
It’s where our customers are. It’s where our critics are.
It’s where our inspiration is. MichiganSNAIndustryConference~March2017
GenZspendsupto70%oftheirmedia6meon
YouTube
AperfectplaNormtotellMillennialparentsaboutthequalityof
yourmenus
1.86BMonthlyAcWveUsers
• 1/3oftheinternet-enabledworldlogsintoFacebookatleastonceaday.
600MMMonthlyAcWveUsers
• InstagramsurpassedTwiFerinQ3of2014
319MMMonthlyAcWveUsers
1BMonthlyAcWveUsers
• TwiFerservesastheprimarysocialchannelforconversaWon,sociallisteningandprovidesreal-Wmedata.
• YouTubeisthesecondlargestsearchengineonthewebandservesasaprimaryvideoconsumpWonplaborm.
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
POSTIT.PINIT.TWEETIT.
Making#SocialMediaandWebsitesWorkfor
YourProgram
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
…exhausWveoverview …how-toclass …technicalsupport …predicWonforfuture
MichiganSNAIndustryConference~March2017
TogenerateposiWvecustomerinteracWonsandconversaWons
withoutspendingtonsofWmeandenergy
MichiganSNAIndustryConference~March2017
SixSMARTStrategies1. Get good HELP. 2. Choose CHANNELS carefully. 3. Care about EXCELLENCE. 4. Tell a great STORY. 5. Repeat positive MESSAGES. 6. Respond like PRO.
MichiganSNAIndustryConference~March2017
PHOTOSText:
406-698-8868Email:
MichiganSNAIndustryConference~March2017
1. GET GOOD HELP.
MichiganSNAIndustryConference~March2017
« …usePR/communicaWonsdepartment« …checkwithvendors« …involvestudents&teachers« …involveyourstaff« …takeaclass(online)« ...rent-a-millennial/centennial« …followcolleagues,criWcs&compeWtors
Consider the possibilities
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
Use District Resources
PR/CommunicaWonsDepartment« …reviewsocialmediapolicies« …discusssocialmediaopWons« ...postonDISTRICTpages/accounts« …createNUTRITIONpage/accounts« …maximizePERSONALaccounts
« …exploreresourcesMichiganSNAIndustryConference~March2017
FB:MontagueAreaSchools
MichiganSNAIndustryConference~March2017
FB/TwiFer/Instagram:BirminghamPublicSchools,MI
MichiganSNAIndustryConference~March2017
FB:DoreenSimonds,Waterford
MichiganSNAIndustryConference~March2017
TwiFer:AmyNichols,SouthHaven
MichiganSNAIndustryConference~March2017
Use online help
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
2. Choose CHANNELS carefully.
MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017
« …customerinterests« …customerneeds« …theirconversaWon« …theirEXPERIENCE
Always focus on
MichiganSNAIndustryConference~March2017
« …pick1(or2)channels« …developyourskills« …masterthechannel« …moveonwhenready
Start small
MichiganSNAIndustryConference~March2017
« …postregularly;noposts=deadtothe#socialmediaworld
« …devoteatleast10-15minutesadayto#socialmedia
« …setparametersforyour#socialmediainvolvement
Post regularly
MichiganSNAIndustryConference~March2017
FB/TwiFer/IG:Windham-RaymondME
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
FB/TwiFer/IG:LCPSCafe,VA
MichiganSNAIndustryConference~March2017
FBandTwiFer:CoppellISD,TX
MichiganSNAIndustryConference~March2017
3. CARE about EXCELLENCE.
MichiganSNAIndustryConference~March2017
« …showupasageneric
« …itsays“Idon’tknowwhatI’mdoing.”
PLEASE DO NOT
MichiganSNAIndustryConference~March2017
« …intext« …inphotos« …ingivingcredit« …in#linkstoother#SocialMediaconversaWons
EXCELLENCE
MichiganSNAIndustryConference~March2017
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
@Tagging Excellence
MichiganSNAIndustryConference~March2017
« Allowsyoutosearchandbebepartof#SocialMediaconversaWons
« #lessismore
#hashtag Excellence
MichiganSNAIndustryConference~March2017
« …addphotosorgraphics« …useshort,posiWvetext« …opWmizeforphones« …useEDITandDELETE
EXCELLENCE
MichiganSNAIndustryConference~March2017
Always « ...EDITonFacebook« …EDITonPinterest« …DELETEonTwiFer,anythingwithaseriouserror,oranyWmeyouareaskedtodoso
MichiganSNAIndustryConference~March2017
« …dozensofphotos« …out-of-focusphotos« …paragraphsoftext« …misspelledwords
Not so excellent
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
How often? « Facebook–2Wmesperday« TwiFer–3Wmesperday« Pinterest–5xperday« Instagram–1.5Wmesperday
MichiganSNAIndustryConference~March2017
4. Tell a great STORY.
TellYOURSTORY.
“After I have breakfast, I feel good at listening and learning,” says 1st grader
Byron (NY)
TellaSTORY.
TellaSTORY
.
TellaSTORY
.
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
5. Repeat positive
MESSAGES. MichiganSNAIndustryConference~March2017
CreateMESSAGES.“It’sonly
NUTRITION,WHENtheyeatanddrinkit.”
DayleHayes,MS,RD
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
Repe
atM
ESSA
GES. SycamoreElementary,Holt
MichiganSNAIndustryConference~March2017
Instagram:AngletonISD
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017
6. Respond like a PRO.
MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017
« …freakoutandignoretheproblem« …leavemistakesandfigurethatnoonewillnoWcethem
89
PLEASE DO NOT
MichiganSNAIndustryConference~March2017
RespondinglikeaPRO
ParentComment#1• “Ididnotwanttohit"like"becausethatcertainlyisnothowIfeel.Seriouslyoffering"uncrustables"
asavegetarianop6on?Andeverysingleday?Haveyouactuallyreadtheingredients?Thisisveryclosetothemosttoxicfood(andIusetheterm"food"lightly)wecouldofferourchildren.Iremainextremelydisappointedinthephytonutrientvalueofthefoodchoicesatmyson'sschool(Hancock).theSeptembermenuhintsaboutexerciseandthepostsonthiswallmakeitsoundlikeCUSDisallovernutri6onandwellness,butthereisNOreflec6onofthisontheschoolmenu.Doweneedtolookfartodeterminewhyobesityisrampantamongourchildren?
• Metwithparentatkitchensite• Abletolistenandtheninform
ParentComment#2• “TheNutri6on“think-tank”(soundsbe`erthandepartment)metwithmelastweek.Really
impressedthattheytookthe6metomeetwithaconcernedparent.Iwassurprisedathowmuchgoesonbehindthescenestomakelunchhealthierforourkids.Certainlytheyhavechallenges,buttheyaremovinginthebe`erdirec6onforourkids.TheuseofAlpineValleybreadsisjustoneexampleofthingsyoumaynotknowaboutthatareusedtoincreasethequalityoflunches.”
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
SixSMARTStrategies1. Get good HELP. 2. Choose CHANNELS carefully. 3. Care about EXCELLENCE. 4. Tell a great STORY. 5. Repeat positive MESSAGES. 6. Respond like PRO.
MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March201793 MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
Dayle Hayes, MS, RD FACEBOOK School Meals That Rock TWITTER @SchoolMealsRock BLOG www.SchoolMealsThatRock.org PINTEREST School Meals That Rock
SNAM Industry Conference Lansing, MI ~ March 2017
Sponsored by United Dairy Industry of Michigan
MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017
MichiganSNAIndustryConference~March2017 MichiganSNAIndustryConference~March2017
• CheerleaderforExcellenceinSchoolHealth&ChildNutri6on• Consultanttoagencies,organiza6ons&districtsna6onwide• 2013MontanaSchoolNutri6onProfessionaloftheYear(MTSNA)• Facebook
SchoolMealsThatRockDayle.Hayes.RD
• TwiFer@SchoolMealsRock
• PinterestSchoolMealsThatRock
• BlogSchoolMealsThatRock.org
DayleHayes,MS,RD