Social Media Strategy – Who’s Talking About YOU?

Who’s Talking About You?

As human beings we are curious creatures.  Many of us want to know what’s going on, who’s saying what, who’s talking about us and when planning your social media strategy it’s even more important.

First impressions

What is it they say? You’ve only got 10 seconds to create a good first impression.  Whether you are a Fortune 500 Company or an individual, you need a brand that will create a good first impression.  This includes not only your logo, but it also carries across to your social media platforms such as Twitter, Facebook fan pages as well as your online marketing such as your website or blog.  I will admit, there are many sites online that I wish mine was more like theirs,  I guess you could say I have “blog envy”.    But, rather than dwell on the negative, I continue to make my site better because I know each week I will have new visitors.  I know I will make a good first impression to new people as I continue to make improvements.  The point I’m trying to make is regardless of where you are now; it’s never too late to start improving to make a good first impression.  Once you’ve got your branding taken care of you definitely want to concentrate on who’s talking about you!

Twitter

I’ve discussed Twitter in previous posts.   I’ve talked about  how to get listed, get retweeted, get more followers, and be more social with other people who use Twitter.  Another important feature of Twitter many individuals and businesses overlook is researching their own brand.  Search your own brand name, or put a hashtag (#) on your posts when possible to find out who’s talking about you.  (i.e. If I wanted to search for CNN I would more likely find more tweets in a search with #CNN.  Then – when you’re big and famous like CNN or perhaps sooner – other people will also put that hashtag with your brand.)

who's talking

Some of the larger companies have individuals whose primary function is to search who’s talking about them on Twitter.  They will search either by using the brand name or a hashtag.  They need to do this throughout the day in case there are negative comments so they can quickly and publicly address the issue in a positive manner. (i.e. A customer has a bad experience with a restaurant, the restaurant is on top of their game and addresses it immediately by tweeting “I’m so sorry you had a bad experience, please contact our customer support at xxx.xxx.xxxx and we will be happy to address this immediately.”   The customer’s complaint was addressed, but more importantly, the customer’s followers SAW the complaint was addressed because the restaurant replied immediately.  That’s a GREAT social media strategy by listening to who’s talking about you on Twitter.  There are some tools you can use so you don’t have to stay glued to your laptop all the time, one is Tweetbeep.

That’s just one example of course how you can keep track of who’s talking about you online.  If you have a Facebook fan page, or a website with a customer support area or forum, hopefully any complaints would be posted there so public complaints could also be issued.  If you do have a Facebook fan page, you want to make sure you monitor the page closely so you can address the complaints and the compliments in a timely manner.  Regardless of what the comments are, your customers, followers, or fans, want to know you are listening because if you aren’t chances are your competitors are!

If you have any questions or comments, feel free to post them on my fan page or here in the comments section! 🙂

 

Social Media Strategy: What Do You Do?

What is Social Media Strategy?

Well – let’s break it apart.  There are social media  platforms such as Facebook, Twitter, LinkedIn, Google+ and Youtube to name a few.  Strategy as explained by dictionary terms is: a plan, method, or series of maneuvers or stratagems for obtaining a specific goal or result: a strategy for getting ahead in the world.   So, in simple terms, Social Media Strategy is a Plan for obtaining a Goal for Getting Ahead in the World.  For most businesses, that would translate to making more money and who’s going to say they don’t want to make more money?

This post is the first in a series of social media strategy, and I’m going to help you get started with a few bullet points:

  • What do you or what does your company do?  Make it tweetable in 100 characters or less so it can be RTd  Make the statement so easy a 5 year old child can repeat it.  Make it catchy enough someone would want to make it into a jingle.
  • Everyone needs to part of the same team.  It’s imperative everyone at your company from the executives to the sales team to the marketing department are all on the same page.  Department A can’t be running one campaign while Department B is running another.  Have you ever been on the phone for a support issue and had to be transferred numerous times to different departments and explain yourself over and over?  Frustrating isn’t it?  Social media/marketing campaigns should be symbiotic and the left hand should know what the right hand is doing at all times.
  • Know your competition.  This is where you can gain the upper hand on your competition and they may not know you’re doing it.  If you monitor their Twitter and Facebook accounts, see the questions being posted by their fans and followers that are not being answered quickly enough or at all, that’s when you can swoop in and answer their questions.  After a while you gain credibility as a knowledgeable source.   Am I saying you need to say “I work for XYZ company and we know the answers come follow us!”  No – not at all.  Just discretely answer the question before your competition has a chance to.  The individual who asks the question will see the avatar and if it happens regularly, you will gain more followers, you will get listed and you will get more fans.
  • Use social media.  I’ve been peppering it in with the previous bullets, but you really do need to use as many of the social media platforms as you can.  Blog about your product.  If you offer a service and are an expert in your field, write how-to posts, e-books, create short videos.  Did you know 71% of online adults now use video sharing sites like YouTube?  That’s up from 66% in 2010. Many of you say you don’t want to show yourself on camera – that’s fine – I don’t show myself on camera, but I create videos for my blog posts.  I use an application call Jing made by TechSmith  I’ve loved it – and especially like the fact I’m limited to 2 minutes so I can’t make a long drawn out video.
  • Don’t Expect Success Overnight. I’ve heard and read so many complaints from companies and individuals saying “social media didn’t work for me” or “social media just doesn’t work”.  The problem with these scenarios is these people didn’t give social media a realistic chance to succeed.  They either tried to do it themselves with no plan or strategy, or they got a high school or college intern who was good at Facebook and Four Square to do their social media updates.  Depending upon what your product or service is, you need to interact with your customers.  Help them with their questions if they have any. Whether you do that on your Facebook fan page, on your blog, or on your Twitter feed, be sure to try to remember their names, if they asked questions on previous posts, make them feel special.   Turn your customers into your cheerleaders.
So let’s recap the basics for step 1 in this series of Social Media Strategies:
  • Very short description or tagline of what your company does; 100 characters or less
  • Everyone needs to be part of the team
  • Know your competition
  • Use Social Media
  • Don’t Expect Overnight Success
And as always – if you have any questions or comments, feel free to post them here or on my Facebook fan page  or Twitter @YSMMogul.