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Social MediaWhy You Must Engage
DRAFT3.11.12
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Social Media
Today’s Presentation includes:• Kevin Corbett, Sr. Manager
MLB Advanced Media• Marni Landes, Social Media & Community Mgr.,
Goldstar• Matt Tomaszewicz, Co-Founder, Thrillcall• Barry Berkowitz, VP Digital Marketing Solutions,
Infogroup Interactive
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Mobile’s Expansion
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Does Infogroup have any stats to share on trends using mobile and social?
Would you like to share any findings here & why they are looking at mobile formats for email and integrating social, etc.?
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Social Media
Social Media presents exciting ways to:• Build brands• Engage consumers• Build relationships• Increases page rank on search engines
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Circle of Trust
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The Circle of Trust
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“Likenomics”
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Teen Sex
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Making Connections
Strangers FollowersTrue
Friends & Fans
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Trend: How People Are Sharing
Email Facebook Other Twitter0%5%
10%15%20%25%30%35%40%45%50%
Online Channel
Source: ShareThis 2009
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Response Rates When People Share
Email Facebook Other Twitter0%5%
10%15%20%25%30%35%40%45%
Online Channel
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Barry Berkowitz of Infogroup will speak to how they are using email and social media to drive engagement and measurable results.
Please show examples
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The Age to Engage
Marni (Goldstar and Kevin (MLBAM) are going to share some examples of how they’ve successfully engaged their following.
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What does this look like to you?
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I went skydiving to promote iFly indoor skydiving
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Authentic
I rode a really scary roller coaster to promote Six Flags.
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Efficient
A Medieval Times Knight rode his horse through our parking lot and then battled an enemy knight in front of our office entrance
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Driving Engagement
Examples from MLB Advanced Media and their teams
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Content Filter
• Love• Self-expression• Sharing Opinions• Showing Off
Ask yourself if what you’re about to post fulfills one of these 8 human needs:
• Fun/Escapism/Humor• Memories & Nostalgia• Making Money• Competition & Gaming
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Content Considerations
• ADD VALUE! Implement programs with your consumer in mind!
• Be transparent - Listen to what is being posted• Join the conversation and engage• Ask questions, take polls, show you care• Be consistent and follow through• Be receptive to change• Surprise and delight your customers!
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70 – 20 – 10Rule
Matt
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#1 – Use Online Communities for PR
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Word of Mouth on Steroids
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#2Focus on Facebook
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#2. Focus on Facebook
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Kevin to show samples from teams
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Facebook: Show Me The Tickets
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Facebook: Group Singing!
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Facebook: Caption Contests
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Facebook: Goldstanagram Game
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Facebook: Polls
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Facebook: New Site Features
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Facebook: Tabs/Apps
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Free Stuff!
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#3. Use Twitter to share great content
Can we show MLB example?
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For broadcasting
Can we show MLB examples here?
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Other MLB examples?
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Twitter Teases
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Twitter Responsiveness
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Twitter RSS Feeds
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For broadcasting
KEVIN – CAN WE TALK ABOUT MLBAM’S TEAMS AND WHAT THEY ARE DOING?
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#4. Listen
Dave Carroll’s video has over 9 million views on Youtube
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Tools like HootSuite , Tweetdeck and Google Alerts make listening easy
Does MLBAM have samples of how they listen ?
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#5. Use Social-only Exclusives
Does MLBAM have samples of offers dedicated to social media?
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#6. Leverage Linking Strategies
Promote cross-linking:• Your website• Email Campaigns• Facebook page• Blog• Twitter feed• Email signature, etc.
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#7. Leverage Off-line Marketing Opportunities
Encourage people to follow you via:• Advertisements• Signage• Promotions• Use QR codes for quick links
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#8. Have a Response Plan
Can you add value?
Evaluate the purpose
Respond in kind & share
Thank the person
Unhappy Customer?
DedicatedComplainer?
Comedian Want-to-Be?
NegativePositive
Yes No
Do you want to respond?
No Response
No
Yes
Take reasonable action to fix issue and let
customer know action taken
Are the facts correct?
Gently correct the facts
No
No
No
Yes
Are the facts correct?
Does customer need/deserve more
info?
Yes
Explain what is being done to correct the
issue.
Yes
Is the problem
being fixed?
Yes
Let post stand and monitor.
No
Yes
NoYes
Yes
Assess the message
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Tactic Date Comments Completed
1. Tweet 2-3 times daily
2. Update FB status daily
3. Post weekly YouTube video
4. Make new blog post 3X week
5. 60 minutes researching new content
6. 30 minutes connecting with people
#9. Social Media Calendar
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Matt to Show the Nucleus tool using screen shots
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YouTube Subscribers
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YouTube Optimization
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#10. Measure
5% 26%
19%26%
14%12%
Exceeded ExpectationsMet ExpectationsMissed ExpectationsDon't Know How to MeasureNo such campaignsI don't know
2010 Social Media Results Poll
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So how do you measure all this?
How do you prove it’s a worthwhile investment?
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Facebook Metrics
• New Fans Growth Rate
• Average Interactions per Post
• Percent Fan Base Engaged
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Facebook: New Fans Growth Rate
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Facebook: Avg Interactions per Post
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Facebook: % Fan Base Engaged
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Set Some Goals!
• New Fans Growth Rate• Average Interactions per Post• Percent Fan Base Engaged
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Top 10 Social Media List
1. Use online communities for PR
2. Focus on Facebook
3. Use Twitter as a well rounded tool
4. Listen to what consumers are saying
5. Reward fans with ‘Social-only’ exclusives
6. Leverage linking your social media sites
7. Use offline marketing to drive social media
8. Have a response plan
9. Just do it. Use a social media schedule
10. MeasureIt’s the Age to Engage.
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Advice for 2011