Presented by:

Jeanne Winfree

March 20, 2016

SOCIAL MEDIA TRAINING

Difference between personal and business use of Facebook & Twitter

Company Social Media Strategy

Best Business Practices for using Social Media

MEETING AGENDA

Business Use

Specific Goals & Objectives

Improve Customer Relations

Foster Relationships

Purposeful & Targeted

Personal Use

Why do you use Social Media?

PURPOSE OF SOCIAL MEDIA

STAYING IN TOUCH - PERSONAL

Listen

Watch for:

Customer Reviews

Mentions

Ask a Question

GOAL – Respond quickly

STAYING IN TOUCH - BUSINESS

HOW TO RESPOND TO POSITIVE COMMENTS

Posts should reflect the personality of the business, but with your

unique voice.

Posts must be professional.

Inappropriate to use acronyms and IM speak for business

“FYI our e-mails are down. BTW phones still works. CM.”

Unprofessional

“We are currently having issues with our e-mails. However, our phone

lines are still working and if you need to contact us please feel free to

call us: (800) 555-1234” Professional

Would you say it in person?

No swearing, no arguments, no blaming, no name calling.

CREATING POSTS

What information can you share legally?

Do not disclose anything about upcoming projects or events.

Do not post anything that is going to violate our company’s code of

conduct and IT policies.

Non-disclosure agreements.

If in doubt, ask.

You are responsible and liable for content you post or publish online

Check facts

Credit sources

Editorial calendar

CREATING POSTS

CREATING POSTS – EDITORIAL CALENDAR

Be Real

Be Human

Be Useful

Be Helpful

Be Educational

Be Entertaining

Planned &

Coordinated

Efforts

Link another post

to yours

Use hashtag list on internal server

No more than 2-3 per posts

Do not create new hashtags

#HASHTAGS

Before Sharing or Retweeting:

Does this fit our company image?

Is this something the company wants to be associated with?

Does this fit company views and values?

If in doubt – do not share/retweet

FACEBOOK SHARING / TWITTER RETWEETS

Personal Connections – up to you.

Businesses need to be more selective.

Your responsibility – Do not friend or follow anyone

Possible candidates – forward information to me

CONTACTS – WHO TO FRIEND/FOLLOW

Increased risks to brand image

Loss of control

RISKS

Step 1

• Find Company Social Media Policy Handbook

• Download & Read it

• Sign Last Page & Submit

Step 2

• Listen on Facebook & Twitter

• Look for places to comment – Use Social Media Triage Flow Chart

Step 3

• Editorial Calendar

• Create new content

WRAP UP & NEXT STEPS

Business

Purpose Targeted, Purposeful with specific and measurable goals

Stay in Touch Listen & Comment – use Social Media Triage Flow Chart to

guide responses

Posts Use professional language, know what you can share legally,

non-disclosure and privacy guidelines apply, use editorial

calendar, check facts, give credit to sources.

Hashtags Use the list provided – do not create new hashtags

Sharing &

Retweets

Does this outside post or tweet fit our company views and

values? Does it fit our company image? Is it something we want

to be associated with?

Friend & Follow Do not friend or follow anyone. Can send me their info.

Risk Brand image, loss of control

SUMMARY: BUSINESS SOCIAL MEDIA USE

QUESTIONS

Agresta, S., Bough, B., & Miletsky, J. (2010). Perspectives on Social

Media Marketing (Kindle ed.). Boston: Cengage Learning PTR.

Cormier, D. (2013, June 15). How to use hashtags in your social media

marketing. Constant Contact. Retrieved from

http://blogs.constantcontact.com/how-to-use-hashtags/

Cosmic. (2015, May 6). 10 Differences between personal and business

social media. Cosmic. Retrieved from

http://www.cosmic.org.uk/blog/10-differences-between-personal-and-

business-social-media

REFERENCES