non profit social media conf at rackspace angela bartels

Find your customers: How to listen and What to listen for

Angela BartelsThe Rackspace Cloud

April 2010

Quick Look

• Objectives & Responsibilities• Develop a Strategy: Educate & Engage• Determine the right toolset • Real life examples

What’s the Objective & Who Owns it?

Determine your Objective

Web Traffic

Donations

Volunteers

Awareness

Incr

ease Measure of

Success

Determine who is Responsible

Marketing/PR to determine the

message

Marketing/PR to educate the

organization on the message

Role of the entire organization to

spread the word

Marketing 101

Find your subject matter experts

Develop a Strategy

Educate Engage

Educate

• Spread your core message (statistics are always good)

• Share success stories (from contributors and from those whom you are supporting)

• Share industry related information (don’t make it always about just your organization)

• Be Transparent (share the real you!)

Share industry related information, even if it doesn’t mention you!

Engage

• Acknowledge those that are talking about you (whether it’s positive or negative)

• Join conversations you weren’t initially a part of (make sure it’s related)

“ P.S. I got an email reply from Rackspace... from a tweet o_o That speaks an

unfathomable amount to your customer service. When it comes to that you're lightyears ahead of Linode, Dreamhost, (mt)... Hell, I'd probably hit the text limit for GMail trying to write down all the customer service experiences I've had that just seem like Windows ME compared to what you guys offer. You advertise Fanatical Customer Support and you deliver Fanatical Customer Service... and then some. If I could have your customer service and CDN, with Linode's speed and CPU configuration, I'd be set; alas, it cannot be so. I'm definitely hooked on your Cloud Files and look forward to using that in the future

”

Negative turned Positive

There’s so many social media tools, which ones do I use??

• Listen >> Google Alerts, Twitter• Participate >> Twitter, Facebook• Content >> Wordpress, YouTube, Flickr• Buzz >> Delicious, Reddit, Digg• Social Networks >> Facebook, LinkedIn,

Google Buzz• Measure success >> bit.ly, Tweetlytics

Choose the ones that work for you

Here’s where you can find the Rackspace Cloud

• Blog – rackspacecloud.com/blog• Twitter - @rackcloud, @cloudsupport• Facebook – facebook.com/rackspacecloud• Google Buzz - google.com/profiles/rackspacecloud• LinkedIn – Rackspace Cloud Group• Flickr – flickr.com/photos/rackspacecloud• YouTube – youtube.com/therackspacecloud• Delicious – delicious.com/rackspacecloud

Follow the conversations!

Submit your articles!

Ask for feedback!

Examples that Social Media works!

If you listen, you will find stories!

• SwebApps • Extreme Home Makeover• Red Beacon

Helpful Resources

• Mashable.com• WeAreMedia.org• Tony, CEO of Zappos –

How Twitter can make you a better & happier person

• Email me! angela.bartels@rackspace.com

Thank you for your time!

Questions?