customer service and social media 2012
DESCRIPTION
PowerPoint I used in 2012 for a social media training session for librarians. Facts and figures will now be out of date.TRANSCRIPT
Lisa Jeskins Training
Enhancing Customer Experience using Social Media
25th July 2012
Plan
10.30-10.45 Welcome and introductions10.45-11.10 Introduction to social media11.10-11.20 Introduction to Twitter
11.20-11.35 Break
11.35 -12.35 Twitter 12.35-13.05 Blogging (1)
13.05-13.35 Lunch
13.40-13.55 Blogging (2)13.55-14.40 Facebook
14.40-14.55 Break
14.55-15.05 Pinterest 15.05-15.30 Strengths and weaknesses15.30-16.00 Summary
“In Web 2.0 terms, this would be a website that doesn't just give you information, but interacts with you while giving you that information.”
From About.com: web trends: http://webtrends.about.com/od/web20/a/social-media.htm
What is social media?
Above all, customers want to be listened to, understood, made to feel important, treated like an individual and dealt with flexibly.
Flickr CC: http://www.flickr.com/photos/wiros/2919397380/
Social media gives your customers extra communication channels so they can be heard
Your customers will have access to communications channels that allow them to interact with you and engage in two-way communication
It could also give your customers extra communication channels that might appeal more to their learning style or workflow
How can you help to achieve this using social media?
So how can YOU use social media?
You can use it to market your service
You can start to engage with your customers
You can find out what your customers are saying about your services
You can react quickly to queries or complaints
You can use it to network and create your own professional networks
You can find ‘stuff’ out quickly
Twitter has nearly 500 million users
There are 13 new Twitter accounts per second
There are 23.8 Million UK users
Twitter is now ‘news’ and is not going away
Jeff Bullas: http://www.jeffbullas.com/2012/02/13/twitter-approaching-500-million-users/ Just how big is Twitter in 2012: http://www.mediabistro.com/alltwitter/twitter-statistics-2012_b18914
Why Twitter?Twitter has nearly 500 million users
There are 13 new Twitter accounts per second
There are 23.8 Million UK users
Twitter is now ‘news’ and is not going away
Jeff Bullas: http://www.jeffbullas.com/2012/02/13/twitter-approaching-500-million-users/ Just how big is Twitter in 2012: http://www.mediabistro.com/alltwitter/twitter-statistics-2012_b18914
Why Twitter?
Tell followers about you and what you do
Find out about new initiatives quickly
Use your followers as your knowledge bank
Find and share good practice and information with peers
Using Twitter for your professional development
You can engage with users and monitor what is being said and respond to queries
You can engage with similar organisations
You can raise awareness about your service or events
You can promote your service and share news and updates with your followers
Why would you use Twitter for your service?
Retweet RT @jeffbullas: The World’s 20 Most Popular Facebook Pages bit.ly/dbhnzi
Hashtags #rnibsocmed, #bbc
Reply @LisaJeskins thnx for the link
Direct Message (no-one else can read)@bethanar Here’s my email address …
Mentions Thanks for the great link @RNIB
Create lists of useful twitter accounts
What can you do with a Twitter account?
Flickr CC: US Embassy Tokyo - http://www.flickr.com/photos/usembassytokyo/4744727932/
Create your twitter account and follow the instructions on your handout.
In pairs, discuss Twitter and answer the questions on your handout.
Feedback to the group.
Exercise and group discussion
Twitter tools
Hootsuite – web-basedhttp://hootsuite.com/
Tweetdeck – desktop download or web-basedhttp://www.tweetdeck.com/
Hootsuite and Tweetdeck are tools that can help you to organise multiple accounts and schedule tweets.
Jeff Bullas considers
“blogging to be biggest revolution in publishing since the Gutenberg press.” Why?
Blogging software is easy to use
Social networks can be use to self-promote
Low cost and high speed broadband
Low cost pcs and laptops
Flickr CC: David Masters http://www.flickr.com/photos/davidmasters/2516902376/
How can you use blogs in the library?
Blog about new books and materials, library guides, library skills courses or other events that you are providing for your customers
Blog about new developments and innovations for your peers and stakeholders
Blogs need to be regularly updated, they shouldn’t be static, people will switch off.
Flickr CC: genista - http://www.flickr.com/photos/genista/263237928/
Have a look at the blogs on your handout.
In pairs, discuss blogs and blogging and answer the questions on your handout.
Feedback to the group.
Exercise and group discussion
Facebook has 845 million active users
Every 60 seconds 700,000 Facebook messages are sent
2.7 billion likes are posted every day
Mobile users of Facebook have increased dramatically2010 = 63 million, 2012 = 425 million
The average Facebook user has 130 friends and is connected with 80 pages, groups and events
Stats from March 2012
Why don’t people want to use Facebook?
Flickr CC: http://www.flickr.com/photos/85843672@N00/318700028
Fear of ‘losing control’
Fear of invading users’ space
Fear of too much work and too little time
Fear of mixing personal and professional
Not appreciating how big Facebook is
Believing the ‘hype’
Flickr CC: genista - http://www.flickr.com/photos/genista/263237928/
Have a look at the Facebook pages on your handout.
In pairs, discuss Facebook and answer the questions on your handout.
Feedback to the group.
Exercise and group discussion
Flickr CC: Project Bamboo - http://www.flickr.com/photos/projectbamboo/2951082320/
Split into 2 groups.
Discuss the strengths and weaknesses of social media. Use your flipchart paper to record. You have 10 mins.
Feedback to the group.
Exercise and group discussion
Strengths and weaknesses of social mediaFree and easy to set up
Not a single solution
More and more popular
Not everyone is on it
Appeals to different customers (personality types/learning styles)
Allows for conversations and engagement with customers
Enables you to find out what customers are saying about you
More work (although once initial thinking, planning and setting up is done, it doesn’t have to take a long time to actually do)
Flickr CC: Charles Haynes - http://www.flickr.com/photos/haynes/11360360/
Email:[email protected]
Website: http://lisajeskinstraining.com
Any questions?