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Last week at Socia Media Breakfast , I learned that AT&T has 15 Customer service reps and a full-time analyst dedicated to Twitter . This got me thinking about how businesses organize, scale and manage a large Twitter presence. I looked at 5 case studies for 5 different approaches: AT&T sends ~1,000 tweets per day per rep (15 full-time customer care reps). They have 14 Twitter Accounts for service plus a handful of content specific accounts (e.g.
Social Media Today | How 5 Top Companies Win With Twitter
Yesterday, we had the second in a three part webinar series about social strategy. The first, which you should listen to, focuses on understanding customers though socialgraphics. The following slides and recorded webinar (a bit faint, so be sure turn it up) are intended to be the foundation for companies of all sizes to develop a strategy based on business objectives –not the latest technology. We believe in Open Research and encourage our knowledge to become the foundation for growth of ideas, and encourage you to learn, share on your blog, and put into educational materials. Those that offer social services or technologies, should consider embedding this on their site, and using to quickly educate prospects and clients –furthering the industry forward. If you write a review I’ll be happy to provide a link so we can hear the perspectives of those that watched, if you found the presentation helpful, please pass it on, and encourage it to spread
Developing a Social Strategy: Slides and Webinar Recording –Shar
Enter the cost per hour of your staff, and other basic web and email metrics, and you can get a realistic snapshot of how you're doing.I'll preempt the typical response of "well, there are other intangibles and other types of ROI" by saying that if that's your world, that's fine, you're right - there are interesting and good things that happen as a result of social media, and you should do it, but I wouldn't expect a lot of direct response in terms of dollars, and you might want to hold off if you haven't done some of the basics, first. And if you're going to spend time on social media, and you aren't leveraging your email list to do so, you're doing things the hard way. ROI (Return on Investment) in its simplest form has has a very specific mathematical definition. ROI = (gain from investment - cost of investment)/(cost of investment).
Is It Worth It? An ROI Calculator for Social Network Campaigns -
This post originally appeared on the American Express OPEN Forum , where Mashable regularly contributes articles about leveraging social media and technology in small business. Just when you thought you had social media figured out, Google has shaken things up with a new entrant into the market: Google Buzz . It’s integrated into Gmail , which means right out of the gate it potentially has an audience of tens of millions of people. As such, it could eventually prove as important to your business as the other services we’ve seen prosper in the past few years. If you’ve spent much time on social media sites, many of the features will look familiar, as Buzz combines elements of Twitter , Facebook , and the quickly rising Foursquare .
Google Buzz: 5 Opportunities for Small Businesses
This post originally appeared on the American Express OPEN Forum , where Mashable regularly contributes articles about leveraging social media and technology in small business. So your business is on Facebook, and brand engagement is up thanks to some savvy social media strategy. You may even be interested in further distinguishing your brand by building a custom landing page for your account.
5 Fantastic Facebook Fan Page Ideas to Learn From
Facebook Measurement and Analytics
There are 600 million users of Facebook worldwide. The last time we checked, half of America is on Facebook, 250 million users access the social network on a mobile device, and Hollywood made a movie about it. The discussion has shifted from “should we?” to “How do we do this right?” And that’s where Webtrends comes in.
The Science of Building Trust With Social Media
The Internet-era has made establishing trust an increasingly complicated issue. Our finely tuned ability to read facial expressions does not apply to e-mail, and emoticons are, at best, an imperfect substitute for sarcastic inflection (raise your hand if you’ve ever gotten into trouble for typing something that was meant to be a joke). So, how can we establish trust when our online identities are often little more than an avatar and few lines of text? Fortunately, some in the scientific community have taken it upon themselves to help us through the confusion. Through both laboratory studies and field observation of people conversing over the Internet, scientists can survey when participants are likely to trust word-of-mouth or stab an absent colleague in the back.
How the Resort Industry is Using Social Media
A growing number of resort and spa destinations are spreading their wings and reaching a wider customer base via social media. With the help of social networking platforms and niche bloggers, vacation spots are broadening their branding efforts from the sand to the slopes, and connecting with potential patrons they may not have reached through traditional advertising. Ski resorts in particular are taking advantage of online opportunities to communicate with their communities and reach beyond their usual demographic. World-famous mountain resort company Vail Resorts is so dedicated to new outreach methods that it has shifted 80% of its marketing budget to digital production and social media strategy.Global Social Media Checkup
The Global Social Media Check-Up examined how the Global Fortune 100 are using popular social media platforms to communicate with their stakeholders. The data for this study was collecte The data for this study was collected between November 2009 and January 2010 among the top 100 companies of the 2009 Fortune Global 500 companies. Sample size for countries/regions: U.S. = 29 companies, Europe = 48 companies, Asia-Pacific = 20 companies, Latin America = 3 companies. Because of the low sample size for Latin America, data is only broken out for this region for overall activity rates.
HOW TO: Build a Facebook Landing Page for Your Business
This post originally appeared on the American Express OPEN Forum , where Mashable regularly contributes articles about leveraging social media and technology in small business. Facebook is known for its uniformity. You can post all sorts of content, but the actual design and layout of your profile is the same as everyone else’s. But with Facebook Fan Pages and the array of apps you can plug into them, there are a few ways you can customize what people see when they land on your Page.
HOW TO: Deal With Negative Feedback in Social Media
This post originally appeared on the American Express OPEN Forum , where Mashable regularly contributes articles about leveraging social media and technology in small business. We often say that social media is a conversation, and what we mean by that is unlike traditional broadcast and print mediums, which are often one-directional, social media is very much a two-way channel. Not only can businesses communicate with their customers, but their customers can communicate with them and with each other, as well. By and large, this type of communication is a good thing — businesses can form more personal relationships with customers and customers can become part of a community around the brands and businesses they want to support. However, when you open the conversation up to anyone, you can also potentially invite negative criticism that you need to be prepared to deal with.Building Social-Ready Organizations | CustomerThink
Are you friending, linking, tweeting and blogging? Social media is driving a wave of human interaction around the world. My @AlanSee twitter page currently references over 4,300 tweets and nearly 7,100 followers.Using Twitter Search for Business
I spend a lot of time in Twitter search. I do it for several purposes. One is for my client partners. For instance, if I’m thinking of ways to do things for MolsonCoors, I might start up searches on various beer brands to get some competitive analysis. I might start figuring out if there are location-specific tweets about Molson products.Overview Correction : Nicholas Carr's article "Is Google Making Us Stupid?" was published in the summer of 2008, not the summer of 2009 as this report originally stated. A survey of nearly 900 Internet stakeholders reveals fascinating new perspectives on the way the Internet is affecting human intelligence and the ways that information is being shared and rendered. The web-based survey gathered opinions from prominent scientists, business leaders, consultants, writers and technology developers.