social media commerce strategies 12 - social media as a service organization
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TRANSCRIPT
Confidential 1
SOCIAL MEDIA AS A SERVICE
ORGANIZATION
Confidential 2
My POV
Confidential 3
What’s in it for you?
Social Media Org Truths
Roles, Rules & Tools
Quick Skip
Your Time: Q&A
Confidential 4
The SM Org: Herding cats
Confidential 5
Wisdom from others
Confidential 6
Why position as a service organization?
Content Ecosystem
Brand, Sales and Marketing
PR and Corp
Comm
Customer Service
and CRM
.COM and Localization
Products and
Vendors
Subject Matter
Expertise
Creation
Contribution
Curation
Distribution
Syndication
Ratings & Reviews
Confidential 7
When we do our jobs right, we…
Amplify
Extend
Engage
Integrate
Personalize
Localize
Narrate
Confidential 8
What are we?
Roles
Rules
Tools
Techies:
fbml, html, html5,.csv, xml, .doc, pdf, .gif,
.jpeg, divs, javascript, iframes, iphone, app,
RIA, tag, metatag, tagcloud,SEO, java,
.mov, meme, .swf, .fla, IM, trillian,
broswer.ai, .psd, txt, .wmo, tabs, instragm,
bit.ly, pinterest, googledoc, youtube,
gaming, twitter, rss, wiki, blog, wordpress,
bloggie, tumblr, digg, delicious, reviews,
forums, mobile, mms, sms… technologic
Brand Journalists:
Researchers
Newsbreakers
Informants and Influencers
Writers, bloggers, vloggers
Photogs, videogs
Crowdsourcers
Cultivators of UGC
Editorial programmers
Reporters
Confidential 9
Train the basics…
• Facebook should create:
– Fan engagement
– Brand awareness
– Localized Awareness
– User Generated Content
– Crowdsourcing
• Twitter should create:
– Credibility through content curation
– Exclusive Deals and breaking news
– Surprise & Delight
– Customer service
• YouTube should create:
– Brand awareness
– Viewer engagement
– User Education
– User Generated Content
• Facebook should avoid:
• Over frequency of push marketing
• Over frequency of transactional
messaging
• PR messages
• Basic local information
• Twitter should avoid:
• Broad messaging
• PR messaging
• Passive posting
• Non-transactional local posts
• YouTube should avoid:
• Product hard-sells
• Bland content
• Non-optimized content
Confidential 10
All ears
• Brand sentiment
– Tagging
– Active listening
• Customer Service
– Guidelines and training
– Triage set and alias ready
– SME’s trained
• Social Search
– SEO & backward linking
– Social channel programming
• Quantitative Reports
– Sharing is caring
Confidential 11
Performers
Confidential 12
A couple of socnets to think about – quickskip!
The survey found that 55% of social gamers are female and 45% are male. Females are more avid gamers, too; 38% of females said they play multiple times a day, but just 29% males said the same. Women are more likely to play with people they know (68% vs. 56% for males), and men are more likely to play with strangers (41% vs. 33%) than women are. Mashable 2/10
Confidential 13
Q&A
Thank You!
Email me: [email protected]
Tweet me: @kittykatsmith or Facebook me: /TheKatSmith