1. A crash course in Social Media
Jeff Esposito

2. Agenda
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What is Social Media?
Getting started
Facebook personal vs. fan page
What the @#&* is Twitter?
Hidden gem for storefronts
3. What is Social Media?
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4. Social Media = Engagement
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Social Media is an engagement tool. Participants exchange mutually beneficial information via online conversations to enhance their relationships. Direct engagement from brands has shown increase in trust from consumers.
14% of consumers trust ads, 78% trust consumer recommendations (Socialnomics)
5. Thoughts on Social Media
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Streamline our presence in social media networks, create meaningful content for customers and continue to increase our connections with them in those places

6. Focus on building a tighter integration between Dell.com, Support.Dell.com, our Dell Community sites with our presence in social networks- Dell social media strategy, December 2009
"It's no longer an era of business as usual. Executives and entrepreneurs must embrace new media in order to not only compete for the future, but for mind share, market share, and, ultimately, relevance.
Mark Cuban, owner, Dallas Mavericks; investor; entrepreneur; and Chairman, HDNet
7. Common Myths & Misconceptions
Social Media requires people time and cannot be automated
Social Media requires time and effort to engage with customers
Social Media is another tool for marketers and is not a silver bullet replacing traditional mediums
There is a conversation going on about your brand with or without your participation
We have both positive and negative experiences mentioned on the social Web
Social Media is Free
Social Media is easy
Social Media can replace traditional routes
Companies can control what is being said
Your customers universally love you
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Perception
Reality
8. Getting Started
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9. Do your homework
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Social media is NOTfor everyone
Determine if there is an audience for you
Locate your customers top platform
Listen to what is being said about company/industry
Evaluate risks vs. rewards
Set engagement strategy
10. Whats in a name?
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You want to be found easily by customers and leads
Try to select your company name
If unavailable select something close & easy to remember
Example Twitter.com/JeffEsposito was taken so I went with JeffEspo
11. Keys to Success
Identify key networks
Dont try to do it all at once
Master one network before adding another to the arsenal
Engage customers to increase brand awareness
This engagement is with both positive and negative people
Conversation first, sales second
Set goals
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12. Rules of Engagement
Listen before acting
Identify who you are
Always be truthful
Be professional
Show sincerity
Care about the customers
Clearly state hours page/account is monitored
Never belittle customers
Dont engage the irrational
Admit if youve made a mistake or misspoke
Take the good with the bad
Dont take anything personally
You are responding as the company not yourself
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13. Facebook Personal vs. Business
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14. Facebook
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15. Why create a fan page?
Allows you to market to fans
You get metrics to see how things are going
Facebook offers widgets to drive people to page from your site
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16. So what the @#&* is Twitter?
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17. Twitter is
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140 character communications
Real-time information channel
Portal into consumer consciousness
Effective conversational tool
Effective business tool
95M Tweets per day
18. How does this help me?
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19. How many of you have a storefront?
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20. Checking in for rewards
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Other Services:
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