gwu social media workshop
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SOCIAL & MOBILEMEDIA STRATEGIESSOCIAL & MOBILEMEDIA STRATEGIES
Developing a Social
Community Manager
Developing a Social
Community Manager
Your PresentersYour PresentersBen Isenberg
Lane Douglas
Ben Isenberg
Lane Douglas
7 Steps to Developing a Community
Manager
7 Steps to Developing a Community
ManagerAdmit Awareness
Develop Brand Community Strategy
Dedicate Staff Resources
Establish Duties & Responsible
Create Perspective
Establish Metrics
Think Along the New Lines
Admit Awareness
Develop Brand Community Strategy
Dedicate Staff Resources
Establish Duties & Responsible
Create Perspective
Establish Metrics
Think Along the New Lines
Step One:Step One:
Are You Willing To Admit It?
Are You Willing To Admit It?
"There is no reason anyone would want a computer in their home." Ken OlsonPresident/founderDigital Equipment Corp., 1977
"I think there is a world market for maybe five computers." Thomas WatsonChairman of IBM, 1943
"There is no reason anyone would want a computer in their home." Ken OlsonPresident/founderDigital Equipment Corp., 1977
"I think there is a world market for maybe five computers." Thomas WatsonChairman of IBM, 1943
Is This a Fad?Is This a Fad?
Brand ControlBrand Control
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So, do you think you can “lock up” your brand?
So, do you think you can “lock up” your brand?
A Brand Built on Security
A Brand Built on Security
kryptonitelock.comkryptonitelock.com
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Kryptonite Compromised?
Kryptonite Compromised?
Source: Fortune (12/29/04), TechnoratiSource: Fortune (12/29/04), Technorati
Source: HitwiseSource: Hitwise
Social Networking and Forums Sites Compared to Travel Industry
Age of Visitors to: Social Networking and Forums Sites
The 25-55 y.o. age group
makes up 62% of the social networking
world and constitutes 60% of the
traveling community.
Source: HitwiseSource: Hitwise
Social Networking and Forums Sites Compared to Travel Industry
Household Income Visitors to: Social Networking and Forums Sites
Those making between $30K
and $150K make up 60% of the social networking world, and
constitute 75% of the
traveling community.
Source: HitwiseSource: Hitwise
Step Two:Step Two:
Develop a Brand Community
Strategy
Develop a Brand Community
Strategy
What is a Brand Community?
What is a Brand Community?
Direct Marketing - Consumer Database?
Does not link the community
Social Media Platforms?
A tool to help unite the community
Viral User Generated Campaigns
Short term, objective focused effort
Direct Marketing - Consumer Database?
Does not link the community
Social Media Platforms?
A tool to help unite the community
Viral User Generated Campaigns
Short term, objective focused effort
Brand CommunityBrand CommunityA group of people with a set of shared interests attached to a company/brand/product/idea, having the intention to improve its business operations for themselves and/or the brand’s benefit.
A group of people with a set of shared interests attached to a company/brand/product/idea, having the intention to improve its business operations for themselves and/or the brand’s benefit.
Source: Agent WildfireSource: Agent Wildfire
Community GoalsCommunity Goals Connect the brand with the consumers
Establish a consumer based community
Connect the brand community members
Connect the brand with the consumers
Establish a consumer based community
Connect the brand community members
Hired MotiveQuest to monitor online buzz.
Discovered Mini-owners were 4 times more likely to talk online than any other auto brand. (w/exception of Volkswagen Jetta.)
Mini-owners were sharing pictures and stories and saw themselves as an exclusive club.
Mini chose to focus marketing towards current owners and NOT prospective buyers.
Goal was to use word-of-mouth, and not other conventional means to market the car.
J.D. Power & Associates (2006) showed that Mini outranked every other manufacturer in owner’s likelihood to recommend their car to others.
2100 photos posted on Flickr, and over 3,000 owners came to Mini sponsored events. Sold 38,000 Mini-Coopers that year.
Hired MotiveQuest to monitor online buzz.
Discovered Mini-owners were 4 times more likely to talk online than any other auto brand. (w/exception of Volkswagen Jetta.)
Mini-owners were sharing pictures and stories and saw themselves as an exclusive club.
Mini chose to focus marketing towards current owners and NOT prospective buyers.
Goal was to use word-of-mouth, and not other conventional means to market the car.
J.D. Power & Associates (2006) showed that Mini outranked every other manufacturer in owner’s likelihood to recommend their car to others.
2100 photos posted on Flickr, and over 3,000 owners came to Mini sponsored events. Sold 38,000 Mini-Coopers that year.
Mini-CooperMini-Cooper
Identify the Benefits
Identify the Benefits
Increase Traffic & Conversions
Enhance Brand Loyalty
Improved Insight and Feedback
Public Relations Management
Viral Marketing through the Community
Feed the Online Conversation
Increase Traffic & Conversions
Enhance Brand Loyalty
Improved Insight and Feedback
Public Relations Management
Viral Marketing through the Community
Feed the Online Conversation
Strategy Development
Strategy Development
Organizational Audit
Flirt Model
Organizational Audit
Flirt Model
Organizational Audit
Organizational AuditDoes your firm have the passion for this?
Do your customers want this?
Do you want to truly listen/capitalize on your community’s/customer’s input?
Do you have the manpower and resources to support the effort?
Does your organization provide a consistent effort throughout the customer experience?
Can you make a large enough commitment to see the returns?
What areas of community input could you most benefit from?
Does your firm have the passion for this?
Do your customers want this?
Do you want to truly listen/capitalize on your community’s/customer’s input?
Do you have the manpower and resources to support the effort?
Does your organization provide a consistent effort throughout the customer experience?
Can you make a large enough commitment to see the returns?
What areas of community input could you most benefit from? Source: Agent WildfireSource: Agent Wildfire
FLIRT - KEY ELEMENTSFLIRT - KEY ELEMENTS
Source: Sami Viitamaki - Flirt ModelSource: Sami Viitamaki - Flirt Model
FOCUSFOCUSFOCUSFOCUS
INCENTIVESINCENTIVESINCENTIVESINCENTIVES
TOOLSTOOLSTOOLSTOOLS
LANGUAGELANGUAGELANGUAGELANGUAGE RULESRULESRULESRULES
STRATEGICSTRATEGIC
TACTICALTACTICAL
TECHNICALTECHNICAL
FocusFocus
Needs and goals of the Business
Values and preferences of the Customer
Capabilities of the Organization
Needs and goals of the Business
Values and preferences of the Customer
Capabilities of the Organization
Source: Sami Viitamaki - Flirt ModelSource: Sami Viitamaki - Flirt Model
LanguageLanguage
Understanding Your Community:
What do they care about?
What values, things or activities do they find important?
What phenomena in pop-culture and contemporary society surrounds them at present?
Speak to your Community with a Human Voice.
Understanding Your Community:
What do they care about?
What values, things or activities do they find important?
What phenomena in pop-culture and contemporary society surrounds them at present?
Speak to your Community with a Human Voice.
Source: Sami Viitamaki - Flirt ModelSource: Sami Viitamaki - Flirt Model
IncentivesIncentivesIntrinsic Motivations:
Challenging oneself
Satisfying curiosity
Outlet for creativity
Extrinsic Incentives
Sense of belonging to a community
Authority and readership
Access to exclusive resources
Access to exclusive channels
Gaining social capital through contacts made in the community during collaboration
Intrinsic Motivations:
Challenging oneself
Satisfying curiosity
Outlet for creativity
Extrinsic Incentives
Sense of belonging to a community
Authority and readership
Access to exclusive resources
Access to exclusive channels
Gaining social capital through contacts made in the community during collaboration
Source: Sami Viitamaki - Flirt ModelSource: Sami Viitamaki - Flirt Model
RulesRules Rules of Initiation in the Community
Registration?
Rules of Creation
Format, Media, etc.
Rules of Exchange & Interaction
Idea Creation and Comments
Rules of Initiation in the Community
Registration?
Rules of Creation
Format, Media, etc.
Rules of Exchange & Interaction
Idea Creation and Comments
Source: Sami Viitamaki - Flirt ModelSource: Sami Viitamaki - Flirt Model
ToolsTools Platform - To Create or Borrow
Creation Tools
Community Conversation
Company Tools
Staff Resources
Platform - To Create or Borrow
Creation Tools
Community Conversation
Company Tools
Staff Resources
Source: Sami Viitamaki - Flirt ModelSource: Sami Viitamaki - Flirt Model
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are needed to see this picture.
Chevy Tahoe AdChevy Tahoe Ad
Step Three:Step Three:
Establish the Proper StaffingEstablish the
Proper Staffing
Community Manager
Community Manager
Community management = building relationships with people
Gives a human face to the company, lets people know there are real people behind the brand.
Gives people a direct point of contact within the company for questions, problems, or feedback.
Community management = building relationships with people
Gives a human face to the company, lets people know there are real people behind the brand.
Gives people a direct point of contact within the company for questions, problems, or feedback.
What Skills Are Needed?
What Skills Are Needed?
Dedication and persistence
Clear understanding of the brand
A connection with the brand community
Self motivation and a willingness to try new ideas
Project management & multitasking skills
Strong written skills
Ability to create new content (copy, imagery, messaging, etc).
Experience with social media & online platforms
Dedication and persistence
Clear understanding of the brand
A connection with the brand community
Self motivation and a willingness to try new ideas
Project management & multitasking skills
Strong written skills
Ability to create new content (copy, imagery, messaging, etc).
Experience with social media & online platforms
What Kind of Person
What Kind of Person
Can’t be a control freak
Outgoing personality
Sense of humor
Sociable
Ability to start conversations and encourage people to join the conversation.
Can’t be a control freak
Outgoing personality
Sense of humor
Sociable
Ability to start conversations and encourage people to join the conversation.
TextText
ConversionsConversions
Step Four:Step Four:
Establish Duties &
Responsibilities
Establish Duties &
Responsibilities
Organization Design
Organization Design
Team EnvironmentTeam EnvironmentCollaborative Effort
Bridge the Teams
Web - IT
Marketing
Branding
Outreach
Customer Service
Executive
Collaborative Effort
Bridge the Teams
Web - IT
Marketing
Branding
Outreach
Customer Service
Executive
Core Responsibilities
Core Responsibilities
Community Advocate - engaging customers by responding to their requests and needs
Brand Evangelist - host and promote events, products and launches to customers by using blogs, social networks, targeted seeding and conversational discussions
Communication Owner – microsite and blog editorial planning, content, publishing and follow up; identifying and inspiring advocates, and embracing detractors
Community Filter - responsible for gathering the requirements of the community in a responsible way and presenting it to client teams
Moderator/Ombudsperson/Police
Community Advocate - engaging customers by responding to their requests and needs
Brand Evangelist - host and promote events, products and launches to customers by using blogs, social networks, targeted seeding and conversational discussions
Communication Owner – microsite and blog editorial planning, content, publishing and follow up; identifying and inspiring advocates, and embracing detractors
Community Filter - responsible for gathering the requirements of the community in a responsible way and presenting it to client teams
Moderator/Ombudsperson/PoliceSource: Agent WildfireSource: Agent Wildfire
TasksTasksProgram manager/developer – overall leadership of program
Events host – be the face of the brand and community at sponsored events
Recruitment lead – become a rallying point for inviting people in
Blog author/announcements – post frequently updates and successes of the community
Forum moderation –spark lively debate and exchange within forums
Research collector – ensuring the proper information gets collected and insights generated
Online administrator – handling uploads and downloads of information online
Program manager/developer – overall leadership of program
Events host – be the face of the brand and community at sponsored events
Recruitment lead – become a rallying point for inviting people in
Blog author/announcements – post frequently updates and successes of the community
Forum moderation –spark lively debate and exchange within forums
Research collector – ensuring the proper information gets collected and insights generated
Online administrator – handling uploads and downloads of information online Source: Agent WildfireSource: Agent Wildfire
TasksTasksCommunity ambassador – being the face of this program with key stakeholders
Personal concierge – interacting one on one with new and VIP members
Client team intermediary, go-to and on-the-ground person
Product educator – mentoring loyal customers and new people
Mystery shopper/street/online intercepts –identifying true influencers
Pushing the membrane – online/offline outreach – executing creative ideas that push the brand into new exciting areas
Client stir stick – being the conscience of the community inside the company
Community ambassador – being the face of this program with key stakeholders
Personal concierge – interacting one on one with new and VIP members
Client team intermediary, go-to and on-the-ground person
Product educator – mentoring loyal customers and new people
Mystery shopper/street/online intercepts –identifying true influencers
Pushing the membrane – online/offline outreach – executing creative ideas that push the brand into new exciting areas
Client stir stick – being the conscience of the community inside the company Source: Agent WildfireSource: Agent Wildfire
Step FiveStep Five
Create Perspective
Create Perspective
The two components
The two components
1. Filtering the technology2. Filtering your audience1. Filtering the technology2. Filtering your audience
Filtering the TechnologyFiltering the Technology
Putting It All In
Perspective
Putting It All In
Perspective
Overwhelming!Overwhelming!
The Big PlayersThe Big Players
A little cleanupA little cleanup
and a little organizationand a little
organization
...and finally....and finally.
Filtering the AudienceFiltering the Audience
Putting It All In
Perspective
Putting It All In
Perspective
The SocialTechnographicsLadder
The SocialTechnographicsLadder
The SocialTechnographicsProfile
The SocialTechnographicsProfile
Toys-R-Usand L.L. Bean
Toys-R-Usand L.L. Bean
http://www.forrester.com/Groundswell/profile_tool.htmlhttp://www.forrester.com/Groundswell/profile_tool.html
Step Six:Step Six:
Establish Metrics
Establish Metrics
MeasurementsMeasurements Responsiveness to communications (blog comments, emails, twitter messages and forum threads). Within less than a 24 hour period
Number of QUALITY blog posts read and shared via Google Reader.
Number of meaningful comments (more than a few words, on topic, pertinent to the space) on appropriate blogs, videos, and other media per month.
Overall quality of the Twitter stream ( maybe a 60/30/10 mix of industry-related / personal @ comments / and off-topic).
Responsiveness to communications (blog comments, emails, twitter messages and forum threads). Within less than a 24 hour period
Number of QUALITY blog posts read and shared via Google Reader.
Number of meaningful comments (more than a few words, on topic, pertinent to the space) on appropriate blogs, videos, and other media per month.
Overall quality of the Twitter stream ( maybe a 60/30/10 mix of industry-related / personal @ comments / and off-topic). Source: Chris BorganSource: Chris Borgan
MeasurementsMeasurements
Engagement on the company’s blog/community/network.
(Number of subscribers, number of comments, number of links out to other blogs from the community site).
Number of quality blog posts and linking posts (possibly a 40/60 split between original and linked)
Eventually, number of links from other sites to the company’s blogs and media.
Engagement on the company’s blog/community/network.
(Number of subscribers, number of comments, number of links out to other blogs from the community site).
Number of quality blog posts and linking posts (possibly a 40/60 split between original and linked)
Eventually, number of links from other sites to the company’s blogs and media.
Source: Chris BorganSource: Chris Borgan
Success MetricsSuccess Metrics Empower the listening ability of our organization to our community’s needs and desires.
Build an awareness of our organization through non-marketing efforts, measured by favorable or at least non-negative mentions on other blogs, forums, and in Twitter.
Deliver a blog and/or media platform that’s useful to the community at large, and that grows in number of subscribers as well as engaged commenters.
Empower the listening ability of our organization to our community’s needs and desires.
Build an awareness of our organization through non-marketing efforts, measured by favorable or at least non-negative mentions on other blogs, forums, and in Twitter.
Deliver a blog and/or media platform that’s useful to the community at large, and that grows in number of subscribers as well as engaged commenters.
The Marketing Funnel
The Marketing Funnel
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EyeballsEyeballs BuyersBuyers
Hewlett-PackardHewlett-PackardHundreds of products, tons of software and billions of dollars in services.
Wanted to help the consumer make the intelligent choice in selecting the right product for their needs.
50 corporate executives across the various divisions started company-sponsored blogs.
Exec over printer division posted a blog piece on which HP printers were “Vista-Ready.”
Other bloggers, rather than writing their own reviews, simply linked to the HP blog since it came from the “experts.”
Blog rose to #1 ranking on Google for the search “HP printers Vista.”
Hundreds of products, tons of software and billions of dollars in services.
Wanted to help the consumer make the intelligent choice in selecting the right product for their needs.
50 corporate executives across the various divisions started company-sponsored blogs.
Exec over printer division posted a blog piece on which HP printers were “Vista-Ready.”
Other bloggers, rather than writing their own reviews, simply linked to the HP blog since it came from the “experts.”
Blog rose to #1 ranking on Google for the search “HP printers Vista.”
Step SevenStep Seven
Think Along New Lines
Think Along New Lines
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Most Embarrassing Moment
Most Embarrassing Moment
Twitter = Ask the Audience
Twitter = Ask the Audience
“The online world, or what we call the
internet, is first and foremost about information.”
“The online world, or what we call the
internet, is first and foremost about information.”Jakob NielsenJakob Nielsen
Nielsen-Norman Groupuseit.com
Nielsen-Norman Groupuseit.com
Web 1.0Web 1.0 Web 2.0Web 2.0 Web 2.5Web 2.5
“There’s a plane in the
Hudson. I’m on the ferry going to pick up the
people. Crazy.”
“There’s a plane in the
Hudson. I’m on the ferry going to pick up the
people. Crazy.”
SPEED OF COMMUNICATION
SPEED OF COMMUNICATION
The Twitter CloudThe Twitter Cloud
Air France disaster looms large.
Air France disaster looms large.
What I learned long beforeCNN reported it.
What I learned long beforeCNN reported it.
AirFrance plane disappeared from radar over Atlantic Ocean.
Debris field found NE of Brazil’s coast.
Water depth there ~21,000 ft.
2 Americans on plane.
AirFrance had similar plane with similar route (Buenos Aires to Paris) delayed several days earlier due to bomb threat.
AirFrance plane disappeared from radar over Atlantic Ocean.
Debris field found NE of Brazil’s coast.
Water depth there ~21,000 ft.
2 Americans on plane.
AirFrance had similar plane with similar route (Buenos Aires to Paris) delayed several days earlier due to bomb threat.
The speed at which information can be made available will
become an increasingly important factor in brand loyalty.
The speed at which information can be made available will
become an increasingly important factor in brand loyalty.
Where are you eating today?
Where are you eating today?
Tacos via TwitterTacos via Twitter
7 Steps to Developing a Community
Manager
7 Steps to Developing a Community
ManagerAdmit Awareness
Develop Brand Community Strategy
Dedicate Staff Resources
Establish Duties & Responsible
Create Perspective
Establish Metrics
Think Along the New Lines
Admit Awareness
Develop Brand Community Strategy
Dedicate Staff Resources
Establish Duties & Responsible
Create Perspective
Establish Metrics
Think Along the New Lines
QUESTIONSQUESTIONS
Thank You!
Thank You!
Ben [email protected]: bdisenberg
Lane [email protected]: lanedouglas
Ben [email protected]: bdisenberg
Lane [email protected]: lanedouglas