resident communication. made easy. social media the benefits, costs, and risks involved. cfaa 2011...
TRANSCRIPT
Resident Communication. Made Easy.
Social Media The benefits, costs, and risks involved.
CFAA 2011
Copyright © Neighbourhood Buzz Communications. 2011.
Trusted by Canada’s best property management companies.
Steve BallantyneFounder and Director of Business
Development
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Thank you for coming!
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Who the heck am I?
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PrintMonthly hi-gloss
newsletter, created specially for your
residents… All for FREE!*
FacebookCreation of custom resident Facebook
page plus daily monitoring and management
MobileProvide important
and timely messages to your
residents using SMS text messaging
EmailGo digital and
provide an email version of the print
newsletter…All for FREE!
A complete communication package that allows property managers to easily and effectively
communicate with their residents and develop their community
*While we would love to offer all of this completely free, a small delivery fee may apply.
Cutting edge tools… Without the big price tag
Copyright © Neighbourhood Buzz Communications. 2011.
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Ask Questions during the presentation.
#CFAA2011
“@nbrhoodbuzz, how do I convince my boss to get on Social Media. #CFAA2011”
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8 hours after gametime…
11,544
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Social Media Revolution
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Age and Social Media Use 2008 - 2010
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How can social media help me?
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Wise WordsDon’t try to be everywhere at once.
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The New Word of Mouth.
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Anyone can be Oprah.
The Resident Community TrifectaThe Three Communication Necessities for a Healthy Community
Property Manager
ResidentResident
Resident to PM•Provide invaluable feedback•Develop Relationship – improve retention
PM to Resident•Share important community news and updates
Resident to Resident•Spread the word about YOUR property•Socialize &Classifieds
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Our Philosophy:Social media is like any other
social interaction.Build Trust, keep it relevant,
make it fun.
Wise Words
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A typical Facebook community page
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What do I post on my Facebook page?
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• Answer resident questions• Be Helpful• Stay relevant• Promote yourself• Give value• Have fun
What do I post on my Facebook page?
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Answer resident questions
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Be Helpful
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Give relevant information only you can provide
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Promote your corporate social responsibility
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Have fun contests!
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Give Value.
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Monitor & Engage Regularly.
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The Process
Monitor Wall
Resident Post
Alert SentResponse written
Response posted
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What will my residents say?
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Neighbours helping Neighbours
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Neighbourhood Tips
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Celebrate the neighbourhood
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Let your residents show off your community
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Crowdsource your maintenance
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The Power of the Crowd
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Reaching out and breaking down walls
It is far RISKIER to not be involved in Social Media than it is to be involved
People generally post reviews when they are either really happy with a product or service or very upset. Either way it’s a great opportunity!
Don’t Be Afraid Of Bad Review!
GOOD REVIEWS
Learn where your consumers may be dissatisified and rather than ignoring it, take an opportunity to learn from it and engage with that
resident and make it right!
People are talking, whether you have a social media community or not. Embrace the opportunity to be part of the conversation!
BAD REVIEWS
Learn what you are doing well and keep doing it!
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Don’t do this
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Who should not be doing Facebook
• Properties without the “basics”• Small property managers• Property managers who don’t care
It’s a free website…
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What if residents say something you don’t like?
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What happens when you don’t give residents a voice?
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Familiarity breeds LoyaltyJeff Quipp
Wise Words
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People trust their friends.
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Benefits• Improve sense of
community• Engage prospects• Engage residents• Referral factor• Learning what
matters to residents • Credibility of the
crowd
Costs• Staff costs• External costs• Advertising
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Dollars and sense?
*Cyberjournalist
*Cyberjournalist
Dollars and sense?
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Where are we going?
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“Pull Marketing”
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Group Buying
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Quick, simple, and free surveys
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Where are we going?
• Online identity linked to real identity• Crowdsourcing community needs• Connecting location with mobile phones• Acceptance of Social Media• Social compliments everything else (PR, SEO,
website)
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“There is a new worldwide movement developing, made up of people with a different vision for their local communities. They know that movements are not organizations, institutions or systems. Movements have no CEO, central office, or plan. Instead, they happen when thousands of people discover together new possibilities for their lives. They have a calling. They are called. And together they call upon themselves.”
John McKnight Co-Director, Asset Based Community Development Institute Northwestern University
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Summary
1. Facebook is most valuable Social Media play for property managers right now.
2. Treat social media interactions like any other social interaction.
3. Do – be open and available4. Don’t – broadcast and censor 5. Give your residents the platform to engage
and rave about you!
