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If social media’s the answer, what’s the question?

If social media’s the answer, what’s the question?. So, what’s social media?. “ Internet-based applications that build on the ideological and technological foundations of web 2.0, which allows the creation and exchange of user generated content” Andreas Kaplan and Michael Haenlein.

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If social media’s the answer, what’s the question?

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  1. If social media’s the answer, what’s the question?

  2. So, what’s social media?

  3. “Internet-based applications that build on the ideological and technological foundations of web 2.0, which allows the creation and exchange of user generated content”Andreas Kaplan and Michael Haenlein

  4. “We use Facebookto schedule the protests, Twitter to coordinate, and Youtube to tell the world,”Egypt protests

  5. The fundamentals

  6. Social Customer relationship management Original infographic http://wallblog.co.uk/2011/03/03/the-evolution-of-social-crm-infographic/

  7. Original infographic http://wallblog.co.uk/2011/03/03/the-evolution-of-social-crm-infographic/

  8. Aligning your objectives

  9. So, what are your business objectives and how can social media support them?

  10. Providing great customer service Source: ExacttargetTfMA presentation 2011

  11. Driving footfall, retain & attain customers Definitely have a look at https://foursquare.com/business/venues

  12. Increasing brand awareness

  13. Finding new markets • Linked In

  14. Scrutinising operating expenses 7,342,822 Impressions = £882.00 Reach of 19,508 2,034 Clicks 254 Connection (i.e. new ‘likes’) = £10,668 + other sales

  15. Being distinctive

  16. Growing your social influence • Don't rely on talking with an influential minority, go for the masses • Use blogs (professional blogs if you work in sports, politics or national news or personal blogs if you work in entertainment or technology) • Make it attractive for a large number of ordinary people to share your message • Experiment, measure success, learn and keep trying • Promote those who promote you

  17. Social media optimisation (SMO)

  18. Thanks... Have some free stuff! Twitter: @tominleeds Emither: t.salmon@leeds.ac.uk LinkedIn: http://uk.linkedin.com/in/tomsalmonleeds See this presentation (with notes and links) at www.tominleeds.posterous.com

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