using twitter for marketing, branding and customer service

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Micromedia Matt Dickman VP, Digital Marketing, Fleishman-Hillard

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My presentation to the Cleveland Web Association on July 15, 2008. The presentation covers micromedia and its impact on branding, marketing and customer service.

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Page 1: Using Twitter for Marketing, Branding and Customer Service

Micromedia

Matt DickmanVP, Digital Marketing, Fleishman-Hillard

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@mattdickman

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WARNING: Consult your doctor before going beyond this point

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Is your attention span shrinking by the minute?

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Do you find yourself signing up for new web services before you figure out how to use the old

ones?

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Do you laugh in the face of people who think Facebook is

“new marketing”?

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Do you feel completely normal when talking to colleagues about things

like Twitter, Plurk, Jaiku and Pownce?

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If so, you may suffer from BSOS*?

*BSOS from David Armano | Logic + Emotion

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Bright Shiny Object Syndrome

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We’re here to help

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So, what is micromedia?

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AKA micro-blogging

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We have to look below the surface

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Short (140 chars, 30 second video,

photos, 10 second audio)

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Personal

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Real-time

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Content

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Conversational

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It’s not about shouting

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New marketing formula

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It’s not about spamming (email, TV,

radio, newspaper) 1,000,000 to reach 100 anymore.

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It’s about connecting with 10 people who reach 100 who reach

1,000.

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Multi-format

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Text, audio, video, photography

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Mobile is key

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US mobile content consumption (1000s)

Source: M:Metrics 2006

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Camera phone impact% Penetration

Source: M:Metrics 2006

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My personal example

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Minnesota bridge collapse

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Bridge collapses - 6:00pm

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I hear about it on Twitter a little after 6pm

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Mainstream media finally catches up

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Some alert friends

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Some ask questions

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Some reflect back

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People upload video and images from the scene

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Open platforms

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APIs are crucial

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Embed anywhere

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Opportunities for marketers abound, but...

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Listen

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Find your audience

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They could be anywhere

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Research and listen

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Have conversations

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Micromedia = small brand interactions

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Powerful customer service tool

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Awareness

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Promotion

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Broadcasting

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Commerce

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Thank you

Matt Dickmanhttp://www.technomarketer.net