www.samanthabell.com.au

Wine, Cheese & Twitter

www.samanthabell.com.au

Samantha Bell

Deloitte + KPMGFinance, Utilities, Retail,Hospitality, Higher Education, Media, Telecommunications, Not for Profits

Business + Internet Consultant Strategy & PlanningProject ManagerChange Management

How to utilise internet and world trends to advance businesses and innovation

www.samanthabell.com.au

Structure1. Introduction

2. Six examples of Twitter in business

3. Tips and tricks for you & your organisation

www.samanthabell.com.au

Twitter’s potential role in your business

PR, Brand, Product

development

Customer Service & Business Operation efficiency

Recruitment

Attracting Customers

Learning & Development

CultureStaff

Retention & Engagement

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Optus story

Customer service channel where customers can:

• Ask basic questions

• Have changes made to their account

Customer retention & increased revenue

Branding, PR, Product development:

• Leader of industry – Bigpond and others also doing this

• Learn of possible enhancements to products

Visit Optus at http://twitter.com/optus

Optus on Twitter: gains

MOMA story

261,724

Customer service channel

Branding, PR, Product development:

• Another channel to reach customers

• Expanding their customer experience

Visit MOMA at http://twitter.com/museummodernart

MOMA on Twitter: gains

Aquent story

Aquent on Twitter: gains PR & Branding

• CEO publicity + word of mouth

• Thought leadership. Blog republished in recruitment magazine

• Relevant audience

HR

• Recruiting people – all have read blog

• Sought trainers and experts

HKK role

• Recruitment – finding 9 meaningful candidates

Cost saving - $20k on potential advertisement

Efficiency – 1 tweet = minutes vs many hours of searching

Customer sales – event numbers

Visit Acquent at: http://www.aquent.com.au/

Obama Story

4,980,714

Obama on Twitter: gainsBranding, PR

• ‘Customers’ built their own community, content, words, footage

• Drove the hype – people got information they ‘pulled’ for

As part of wider Social Media efforts, Obama’s campaign “Transformed Politics”

• On Twitter: 115k followers: 23x McCain’s

• More tweets than news channels

• 67% funds raised online via Social Media

St Ali Cafés Story

St Ali on Twitter: gains 5,000 people to street

party

Branding, PR:

• Contemporary

• Feedback

• Potential reduced expense (traditional marketing)

Integrated with traditional media + other social media + games (e.g. foursquare)

Visit St Ali at: http://www.stali.com.au/

www.samanthabell.com.au Story

www.samanthabell.com.au on Twitter: gains

• Efficiencies – no more call centres, no more waiting

• Contact with global experts

• Learning & development

• Quick and real time info from industry/market leaders

• Self-paced, targeted learning – use it when I’m inspired/need it

• More up to date than via other forms

• Branding, PR: Thought leadership & Extension of website

• Fun! Wisdom 2.0 conference

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"Twitter can contribute to a company’s success or it’s downfall"

the very successful Tony Hsieh, CEO, Zappos, "Delivering Happiness", 2010

Back to you & your market• Average age on Twitter is 39 Years Old

• 2.5 Million Australians on Twitter

With great thanks to @timbull and the Tribalytic Blog - where all great Australian Twitter statistics are found:

http://blog.tribalytic.com/how-engaged-are-australian-twitter-users/ or http://twitter.com/tribalytic

Your audience may want to know more & engage• Personas

• Number of your customers online?

• Number who use internet-enabled phones?

• Could you engage them more?

• Potential customers

• Future planning

Tips for YOU1. Go to www.search.twitter.com

Enter one or two words and see what people are saying. For example, your: city/town or company name or industry name or hobby

2. Set up your account – shorter name better

3. Start using + get training + learn from experts

• Follow interesting people – find them via google search with “twitter name” in search

• Easy Twitter terminology:

People’s names start with @ (e.g. @BarackObama)

RT is ‘retweet’ (like forwarding an email)

http:// is a website

Tips for Your Organisation1. Establish Company Twitter account (or a couple)

2. Training

3. Strategy: work with key people internally to set objectives, plan, resourcing and measures

4. Do

• Inventory: what content do you already have; who is currently using Twitter

• Establish efficient Twitter infrastructure – regularity, ease, follower attraction, content gathering plan

• Get people using it – start their understanding ASAP

5. Review, learn what works, promote success and evolve

Tips

“Take it seriously. Invest the time.

It can be used trivially (and then so can a telephone)

It can be incredibly powerful, incredibly influential

Traditional media will become less of a focus. Online Word of Mouth increasingly important

Tip for CEO's is get to understand it yourself.

Use it yourself.”Visit the Savage Truth at: http://gregsavage.com.au/

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This presentation was brought to you by Samantha Bell www.samanthabell.com.au@sambe11 on Twitter

Public Speaking- internet + business- innovation- global trends- the future with data

Strategy

Training

Implementation- set up of Twitter and Twitter tools- identification of content sources- project management + coaching- establishment of “listening channels” (ongoing content creation)

Further references to add to what you’ve just read can be found here: http://www.delicious.com/samanthabell1/social%20media