Note: Unless indicated, comments are based on my experience going into various platforms and are not indicative of any one platform’s pros/cons:
I recently worked with the Virtual Edge Summit to help get the word out about the summit. Social media was an important strategy for reaching target audiences and driving a conversation before, during and after the event. Of all the social media channels, Twitter was an integral part of the strategy. Here are three tools that I recommend if you’re seeking to drive engagement around any event, such as press conference, webinar, conference, product launch, etc.
CoTweet – Schedule Your Tweets
For this particular instance, I knew I would be busy throughout the conference and unable to tweet updates regularly. As such, I used CoTweet to schedule tweets in advance. And as Guy Kawasaki points out, the tweet stream moves so quickly, only a portion of your audience will view your tweet at any particular time.
By using CoTweet, I could schedule advanced tweets about exhibitor promotions during the show, space out reminders to register for the event, and retweet relevant news at specific times to have a rolling set of activity throughout the day.
The other benefit is you can have more than one account and users to manage tweeting responsibilities. This is useful when you have large team of PR professionals, marketers, and/or event staff overseeing the event.
What the Hashtag – Trend and Track Your Hashtag
If you plan to use a hashtag, the challenge is creating a simple, visual way to capture the overall activity for the hashtag. What the Hashtag is a tool that allows you to do this. Once you’ve registered your hashtag and added a description, you can view a chart of the number of tweets, top users tweeting out the hashtag and other high-level statistics.
This is a great way to identify top twitterers for that hashtag or your brand. By reaching out to these individuals, you can develop a relationship for future announcements and events.
The only detraction is that the stats are available for only 7 days. So you will want to designate a day to go back and capture the data from the past week, such as first thing Monday morning or end of day Fridays.
Twapper Keeper: A History of Your Tweets
While Twitter is great for publicizing a brand and generating conversation around a community and topics, tweets are not archived. This provides a challenge when you want to create a history or search for specific tweets. One site that may help is Twapper Keeper, which seeks to save tweets related to a particular hashtag.
I created the archive for the Virtual Edge Summit at: http://twapperkeeper.com/hashtag/VES11. While the user interface is inelegant (which is why I decided not to include an image) and service can be a bit slow (at times doesn’t load), the idea is interesting and valuable for evaluating the conversations around a specific hashtag or even keyword. I’m curious to hear of any other similar service as Twapper Keeper has a great idea, but needs to make significant improvements to gain traction.
What do you think? What other Twitter tools would you recommend?
From January 12-13, 2011, hundreds of people will gather in Las Vegas and online to attend the Virtual Edge Summit 2011. I have had the pleasure of assisting the Summit in their public relations and marketing efforts. While I have done PR and marketing activities as a vendor exhibiting or speaking at an event, this was an interesting opportunity to help drive awareness, conversation and ultimately registrations for a conference of this sidze (not including corporate webinars and virtual events).
With the conference a week away, we will not have a full sense of the results until after it has concluded. With that said, I wanted to highlight three strategies and tactics we used (are using). While this doesn’t encompass everything we did/are doing for the Summit, it does provide a look under the covers:
1. Drive Brand Awareness: This year, the Virtual Edge Summit expanded its program beyond virtual events, meetings and conferences to incorporate virtual learning and training. This opened up the Summit a potential new pool of attendees within the elearning and training spaces. Our goal was to continue driving awareness within the meeting and events industry, while introducing the Summit to this new space.
2. Increase Engagement: We wanted to build on the 2010 efforts to further involve our audience – both virtual and physical – with the Summit. This would help generate word of mouth amongst our key audiences and hopefully reach new target audiences.
3. Grow Registrations for In-Person and Virtual Attendance: And of course, part of the success would be measured by the number of registration for the in-person and virtual versions of the event.
1. Focus on Public Relations: My foundation is in public relations, so this was a natural area to focus our efforts. In addition to the general press releases about keynote speakers, new sponsors and the program, we looked at how we can generate discussion in the industry, while promoting the Summit. For example, we decided to develop an infographic that summarized the key virtual events industrystats from 2010. The purpose was to provide the industry with a visual way to synthesize the progress that virtual had made over the past 12 months. In addition to posting to the Summit blog, we contacted key reporters, industry bloggers, and sponsors. The resulting blog posts and discussion around the infographic keeps the Summit and Virtual Edge Institute front and center.
2. Start and Seed a Summit Blog: Our speakers are the innovators within the virtual events and learning industries. We started a blog and invited our speakers to submit 300-400 word blog postings related to their presentation or industry. With a dozen speakers taking up the offer, this provided credibility to the blog, allowed us to generate relevant content quickly, and distribute this to a wider audience through speaker promotion. At this writing, our hope is to continue the blog to drive the conversation until the next Summit.
3. Social Media: While Twitter was leveraged last year, we drafted a more formal strategy for our social media program this year.
a. The cornerstone will continue to be Twitter, assigning each room with a unique hashtag to receive questions from the audience. We also created Twitter lists of attendees, speakers and sponsors to recognize all the different audiences supporting the Summit. Finally, we reached out to speakers and sponsors to promote their participation at the conference, which generated many tweets leading up to the conference over the past few days.
b. We researched groups in learning, training, events, conferences and meetings on LinkedIn. Following group guidelines, we posted information about the Summit, participated in appropriate discussions, and/or started discussions.
c. With regard to Facebook, this is being leveraged as an alternative way to connect with our audiences. We cross post all blog posts and post questions to solicit engagement. While this part is nascent, we’re contemplating using Facebook as the main photo archive for the Summit and inviting virtual attendees to post photos of where they are attending the Summit to the page.
Wish Us Good Luck
While this doesn’t cover everything we’ve been doing, I’m pretty happy with what we’ve been able to accomplish so far. If you’re interested in checking out the summit, you can register at http://www.virtualedgesummit.com/registration_reader. The interesting aspect is that the Summit will have ten different technology vendors streaming the content. The idea is to provide people with a choice and way to evaluate different ways of holding a virtual event.
In the post-event summary, I’ll highlight some other unique aspects of the event, initial results and some areas of improvement.
And I’ll also be one of the virtual hosts to bring content live from the exhibit show floor to the virtual audience! (wish me luck)
I attended MarketingProfs SocialTech conferenceyesterday, which brought together a great roster of speakers including Jeremiah Owyang, Robert Scoble, Michael Brito, Laura Ramos and more. The ending keynote was Guy Kawasaki on how to use Twitter for B2B marketing.
I plan to post summaries of the sessions I waas able to attend either today or tomorrow, but wanted to start with Guy’s presentation first. Why? Because he decided to give an unusual keynote.
Instead of a straight forward keynote about the strategy of Twitter, he gave a more stream-of-consciousness look into how he uses twitter on a day-to-day basis. After a long day of sessions and enormous amounts of ideas/information, I thought this was an entertaining way to discuss why Twitter is integral for marketing and how to leverage it.
Be Memorable, Be an Expert – Six Tips for Twitter
1. “Sucking up is key”- Guy’s point is that you have to be kind to people on Twitter. This is one of the best ways to get people to follow and retweet you.
The Takeaway: Tweets are just a collection of letters and words. Intent can sometimes be misunderstood. As such, follow the Golden Rule and you will avoid any misunderstandings.
2. Be an expert -Want more followers? Be interesting. To do this, monitor those who are considered experts. When appropriate, share interesting feedback or content to be seen as intelligent contributor. Once they retweet your contributions, you’ll then be seen as an expert in turn.
The Takeaway: Be very clear on your messages and how you want to position your company on Twitter. Everything you tweet should be related to this to further position you and your company as an expert.
3. Use search intelligently- There are many ways to use search. The question is which parameters are you using? Consider searching beyond just the content of the tweet to look at profile information (search by title, geography, bio) or even look at tweets to and from a person. This helps you to better do points 1 and 2.
The Takeway: Conduct regular search to identify new influencers within your space.
4. “Tweet is the new haiku” – You only have 140 character. In order to capture attention, you have to be interesting. If you’re not the best person, then find someone who can.
The Takeaways: The best person to contribute to your Twitter feed may not even be in the marketing or PR department.
5. Social content curation – One of the controversial issues with Guy’s Twitter feed is his use of ghost contributors to his feed. In his keynote, Guys highlights how he collaborates with this group like a managing editor would with his writers. If he sees something interesting, but is unable to tweet or blog about it, he assigns the story to one of the appropriate ghost writers. This helps keep his content fresh while providing a benefit to his readers.
The Takeaway: Twitter never sleeps but individuals do. Instead of one person monitoring your Twitter stream, have a group of individuals within a corporation monitor and response for you customer support or brand management needs.
The Takeaway: Marketers are content creators and publishers. In the case of Twitter, what may seem “spammy” may actually be the best strategy to ensure your message is seen and read by your customers, partners, and prospects.
The keynote didn’t have a direct way of presenting how one could use twitter for B2B marketing. Rather, Guy shared a collection of ideas and thoughts of his personal use to inform marketers on what could work for them. And depending on your needs, each marketer could walk away with a deeper understanding of how to use Twitter for her own marketing needs – both from a tactical and strategic perspective.
If you watched the keynote (either in person or virtually), what did you think? Do you agree or disagree with me? What takeaways did you have?
In February 2009, I wrote a post titled “Would YOU Trust a PR Firm without a Social Media Presence with Your Social Media Programs” to determine how many agencies were active in social media.
While anyone who establishes a Twitter account or LinkedIn Group is not automatically an “expert” on social media, I do believe that you should practice what you preach. This point, as well as the role of a corporate presence vs. individual contributors, generated a lot of discussion.
Since the original post, my position about individual contributors has evolved. I believe that employees are an integral, if not essential, part of a successful social media strategy. However, to simplify the data gathering and analysis, I opted to focus on corporate presences, recognizing that multiple individuals are contributing on behalf of the agency.
I’ve included a slideshare presentation below, images on flickr that you can share (including the infographic to the left), and the list of PR agencies accessible via Google Docs (All changes for 2010 are indicated in red. Please feel free to make an update and include a comment below).
Key Findings: PR Firms More Social in 2010
* PR agencies increased their social media presence in 2010, with Flickr (500%), YouTube (379%) and Twitter (131%) demonstrating the largest increases respectively.
* While most agencies didn’t link to their social media channels on their website in 2009, 83% included this on their home page in 2010.
* Twitter was the most popular social media channel, with 80% of PR agencies having a presence. 35% had followers numbering over 1000.
* 2 to 1, PR agencies had a Facebook Page or Group vs. a LinkedIn Group Page
Conclusions: What a difference a year makes
In just over 18 months, PR agencies have increased their presence on several social media channels. While content was not evaluated as part of this review, some agencies leveraged Flickr and YouTube to promote their clients. This raises an interesting issue about agencies becoming an active publishing entity.
If a PR agency ammasses thousands of followers or create a highly-ranked/influential blog, will it have the potential to become an informal media outlet itself? And if so, how will PR agencies manage this changing landscape? What do you think?
I initially evaluated PR firms listed on O’Dwyer’s list of top 100 independent PR firms. This list was based on worldwide fees for firms with major US operations. As such, some prominent firms, such as Ogilvy & Mather, Ketchum PR and others. An additional 13 firms, who had proactively added their information to the PR Firm Social Media Wiki, were added to the 2010 review, yielding a total of 113 firms.
* I looked at if the agency had a blog, Twitter profile, Facebook page (both group and/or fan), LinkedIn Group, YouTube Channel or Flickr photostream.
* I didn’t categorize the type of PR each firm did – I took the list at its word
* If the blog wasn’t listed on the home page or easily found via a sitemap, I assumed there was none
* I searched on the agency’s name or common abbreviation as presented on their website. Anything more exotic or too cute, would not have been found
* For Twitter, I used Twitter search or tried to manually type in what seemed like an appropriate Twitter handle. Number of followers were based on number the week of September 20, 2010.
* I used the group search functions found on Facebook and LinkedIn respectively. I was looking for those who had proactively created a group page or claimed their fan page on Facebook. As such, LinkedIn Company pages were not included.
When you click on these links from Twitter.com or a Twitter application, Twitter will log that click. We hope to use this data to provide better and more relevant content to you over time.
This signals more than providing protection against malicious content (which is important) and to provide better content for users. Rather, by “logging the click,” I see this as part of Twitter’s continued efforts to provide value-added services and data tracking for corporations:
1. Measurement and Analytics: The click-through rate will help with Twitter’s “Resonance” rating. While the resonance rating is part of Twitter’s Promoted Tweets campaign, there is value to provide companies – small, medium and large – access to this data, similar to a Google Analytics dashboard. Maybe Twitter can provide an entry-level offering with minimal information and then charge for for more analytics and optimization options.
2. Content Creation: One type of intelligence is understanding how your audience consumes and distributes the content. By analyzing these patterns, you can gain insight into the types of content that your audience is seeking. You can then develop a content strategy to reach and connect with your tareted audience segments.
3. Influencer Relations: By combining Twitter’s retweet information with the t.co click-through data, you can better identify influencers within your social graph. These would be individuals whose followers not only retweet content but also takes action via click-through information.
I’m curious to see what future developments will be introduced (or maybe acquired) by Twitter to enable individual and corporate brands to optimize their presence on Twitter. And whether or not these services are complimentary or competitive to companies like Radian6. What do you think? Anything I’m missing?
I noticed this series of tweets with Chris Heuer, Social media Club Founder, on Twitter the last couple of days.
Before I continue, I do want to disclose that I was previously employed with the company that Chris is referencing in his tweets. The purpose of this post is to solely highlight the increased use of social media for sales, customer service, and customer feedback.
Now back to where I was headed =) In the past, most of these sales and customer support activities were done out of the public eye either through customer advisory boards, email customers surveys and other communications methods. However, as more potential and current customers seek information from trusted sources, that is our social graph and friend networks, these previously “secret” processes are being brought to the surface.
From a sales perspective, I recently wrote about the pros and cons of using Twitter for sales prospecting. In this case, we are now seeing how one has to be careful with connecting with customers with social media, especially with someone like Chris who has over 10,000 followers. Here are my recommendations for engaging with prospects or customers via social media:
- * Acknowledge the Person’s Feedback: In this case, Chris was unhappy with the amount of time it took for a response and when he was finally contacted, the level of understanding for his business. By recognizing these two points, the company would have acknowledged their mistake. As Alli Gerkman wrote recently, “Sometimes ‘Sorry’ is the Best PR”
- * Take It Offline: The first tendency is to want to respond via social media to tell your side of the story. While I would have also responded via Twitter back to Chris, my message would be about connecting offline. This way, you demonstrate that you are listening online and being proactive.
- * Personalize the Brand: I realize there is a lot of discussion about having a “corporate” brand on Twitter vs personal ones. I strongly believe that a corporation should have a corporate brand. With that said, I have also recognized the value of “personalizing” who is managing the Twitter feed. And so your corporate brand isn’t associated with anyone person, you can say that the marketing team or a couple people are responsible for the Twitter feed. In this case, I am unsure who is responding back to Chris.
These are just a few of my ideas – what do you think?
UPDATE: The company subsequently sent a tweet to Chris apologizing with a plan to call him today.
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Using Social Media for Customer Support – three things to consider by @csalomonlee: http://bit.ly/UnRQs
Cece Salomon-Lee is director of marketing for ACTIVE Network, Business Solutions division, and author of PR Meets Marketing, which explores the intersection of public relations, marketing, and social media.
This blog contains Cece's personal opinions and are not representative of her company's.
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