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Social Media presentation Feburary 9, 2010 - London, UK
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TWITTER FOR BUSINESS
(In 13 tweet tips)
@StephenjatDell © 2010 Dell
IN 13 TWEETS WE’LL
COVER...
3
What is Twitter?
Courtesy of CommonCraft.com 4
TWITTER 101
GET STARTED
5
TWITTER 101
GET STARTED
6
TWITTER 101
Things to remember prior to signing up
• Have a Username convention decided
• For personal company account (e.g. nameatdell)
• For company account (e.g. DellHomeUK)
• Centrally administrate the password and use company
email address
• Decide on the logo or image that will be used
• 48x48 pixels – jpg, gif or png (max 700k size)
• Put thought into your One Line Bio
• Design your background to best represent and market
your brand.
7
TWITTER 101
8
TWITTER SPEAK
TWITTER 101
Tweet
• 140 character post including all punctuation, links and
spaces
• It is viewable by all
Direct Message (DM)
• It is viewable only by the person who you are sending
it to (DM stephenjatdell)
Auto DM
• Generic DM some people send to a new followers
9
TWITTER SPEAK
TWITTER 101
Reply or Mention
• Directing a post to another member openly (@)
Retweets (RT)
• Reposting of somebody else’s tweet and giving them
credit.
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TWITTER SPEAK
TWITTER 101
Hashtags (#)
• Used to categorise events or subjects
• Easily retrieved by twitter search (e.g. #BR140)
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TWITTER SPEAK
TWITTER 101
Followers
• People who have signed up to follow your tweets
Following
• People who you have signed up to follow their tweets
Lists
• Allows you to organise people in smaller groups to
make following easier
Trending Topics
• Most discussed items on Twitter at any given time
(e.g. John Terry)
12
Opportunity?
13
BUSINESS OPPORTUNITY
OPPORTUNITY IN THE UK?
14
• Estimated 13 million users world-wide
• UK has the 3rd largest user base at 7.2% or
nearly 1 million users and 2nd in the total
number of tweets created
• London has the largest percentage of the global
users of any city in the world at 2.08%
Sources: Sysomos – January 2010
OPPORTUNITY IN THE UK?
BUSINESS OPPORTUNITY
OPPORTUNITY IN THE UK?
15
Sources: Robin Goad - Hitwise June & September 2009
June 2009: 22 x increase
in traffic year on year
Sept 2009: Twitter
overtakes MySpace
BUSINESS OPPORTUNITY
WHAT DO PEOPLE SHARE ON
TWITTER?
16
Source: Robin Goad Hitwise June09
Twitter has become a
key source of traffic to
other websites.
During May 2009
Twitter was the 30th
biggest source of traffic,
accounting for 1 in
every 350 visits.
BUSINESS OPPORTUNITY
17
How do you get started?
Know your target audience by listening to them first.
Your objectives need to be relevant to your target audience.
Ensure your goals/tactics add value to your audience.
BEFORE YOU START ENGAGING
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Target audience
Primary objective
Goals/Tactics Goals/Tactics
Secondary objective
(optional)
Goals/Tactics
TOP TIPS & TOOLS
BUILD PERSONAL
BRANDS
CUSTOMER SUPPORT
NEWS FEED
UNIQUE
OFFERINGS CAMPAIGNS
EVENTS (#BR140)
PEER TO PEER
NETWORKING
CRISIS
MANAGEMENT
CUSTOMER FEEDBACK
TWITTER OBJECTIVES?
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TOP TIPS & TOOLS
20
TOP TWEET TIP 1
TOP TIPS & TOOLS
21
TOP TOOL – TWITTER SEARCH
TOP TIPS & TOOLS
22
TOP TWEET TIP 2
TOP TIPS & TOOLS
23
TOP TOOL – WEFOLLOW SEARCH FOR TWITTER USERS
TOP TIPS & TOOLS
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TOP TWEET TIP 3
TOP TIPS & TOOLS
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UTILISE YOUR SPACE
Bio
Backgro
und
TOP TIPS & TOOLS
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TOP TWEET TIP 4
TOP TIPS & TOOLS
USE YOUR PAGE
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Icon/Image
Ba
ckg
rou
nd
Account Name / Handle
Bio
Other Twitter
accounts this
account is
following
TOP TIPS & TOOLS
28
TOP TWEET TIP 5
TOP TIPS & TOOLS
29
TOP TOOL – BIT.LY SHORTEN URLS
TOP TIPS & TOOLS
30
TOP TWEET TIP 6
TOP TIPS & TOOLS
31
TOP TWEET TIP 7
TOP TIPS & TOOLS
33
TOP TWEET TIP 8
TOP TIPS & TOOLS
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TOP TOOL – TWITTER DESKTOP APPS
TOP TIPS & TOOLS
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TOP TWEET TIP 9
TOP TIPS & TOOLS
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TOP TOOL – TWITTER MOBILE APPS
OpenBeak
TOP TIPS & TOOLS
37
TOP TWEET TIP 10
TOP TIPS & TOOLS
38
TOP TOOL – TWITTER FEED
TOP TIPS & TOOLS
39
TOP TWEET TIP 11
TOP TIPS & TOOLS
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TOP TWEET TIP 12
TOP TIPS & TOOLS
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TWISTORI SHOWS THE QUOTABILITY OF TWITTER
TOP TIPS & TOOLS
42
TWUMPED
TOP TIPS & TOOLS
43
Case studies
44
Dell Outlet
CASE STUDIES
Results • @DellOutlet is in the top 100 Twitter accounts (over 1.5M
followers, increasing by average 6K per day)
• Passive selling, people sign-up to receive discounts
• Expanded into other counties including UK
• Across all our Twitter properties Dell has made $6,500,000 (US)
Objective
• Share Exclusive
Offers to Followers
www.dell.co.uk/twitter www.twitter.com/delloutletuk
45
Comcast Customer Care
CASE STUDIES
Results • Regarded widely as a successful customer service channel. -
Handles a small proportion of companies support requests
• Frank Eliason and team listen to customers, and respond within an hour.
• Over 20,000 issues solved a year
• Over 38,000 followers
Objective
• Engage customers
and improve
customer relations
@comcastcares
46
Whole Foods
CASE STUDIES
Results • Local accounts at every store to promote local event and specials
• Tweets with links to recipes
• Allow customers to give feedback both positive and negative in tweets
• Over 1.7 million followers
Objective
• To interact with
their customers
@WholeFoods
47
Media Impact With Twitter
CASE STUDIES
Results • Media uses twitter as a source of news in real time
• Consumers and companies are sharing news
Objective
• Share real-time
news
48
49
TOP TIPS & TOOLS
TOP TWEET TIP 12
IN SUMMARY...
FURTHER READING
www.chrisbrogan.com/50-ideas-on-using-twitter-for-business
http://blogs.telegraph.co.uk/shane_richmond/blog/2009/01/06/twitter_a_stepbystep_guide_to_getting_started
www.readwriteweb.com/archives/5_ways_to_find_more_friends_on_twitter.php
51
HAPPY TWEETING!
52
@StephenjatDell
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