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Module 2:

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Would you trust a surgeon who tweeted your operation?

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Tweeting what you eat

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#defahmi vs Blu Inc

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Twitter as a canary in the coalmine

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“Water me, please!”

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How are companies using TwitterEXTERNAL

• Customer service• News, blog updates• Branding, promotion,

marketing• PR, media relations• Finding leads,

prospects• Extending touchpoints• Community building• Networking, tweetups• Direct sales• Recruitment• Driving traffic to website

INTERNAL• Connecting sales teams• Coordinating

decentralized teams• Event planning• Project status and

updating staff, teams• Employee support• Mentoring• Problem-solving• Purely social

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CIMB on Twitter: Customer servicetwitter.com/cimb_assists

Twitter: Best practices• Listen: Follow popular tweeters first

• Share: Find great stuff to share

• Be authentic

• Be active! No one is interested if your last tweet was from several months ago

• Don’t hard sell: If you are plugging your

own product, service, event, cause, say so. Preface with “Shameless plug…”

• Preface a personal opinion with IMHO, or “My personal opinion is…”

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Scott Monty, Ford Motor Company

Head of social media, Fordhttp://www.scottmonty.comhttp://twitter.com/scottmonty

1. Always shows gratitude

2. Constantly corrects misinformation

3. Encourage conversation

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Frank Eliason, Citi, formerly of Comcast

SVP of Social, Citihttp://www.frankeliason.comhttp://twitter.com/askcitiFormerly @comcastcares

4. Problem solver: Fields customer support issues, re-directs to right person

5. Always helpful and adding value

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Lee Aase, Mayo Clinic

Director, Social Media, Mayohttp://tinyurl.com/smugu http://twitter.com/leeaasehttp://twitter.com/mayoclinic

6. Health tips

7. Sharing patient, inspiring stories

8. Promoting radio shows, webcasts

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“People relate to people, not companies,”

Tony Hsieh, Zappos.com,

Zappos.com: Shoevangelism

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Case study: Zappos.com• Free shipping, a 24/7 open call center, and 365-

day return policy.

• Turned an e-commerce shoe site into a US$1B business in 10 years. Sold to Amazon.com

• Obsession with customer service, little advertising, organic word-of-mouth recommendations.

• Five weeks of employee training on culture, core values, customer service. Uses Twitter as communications channel.

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Twitter 1011. A tweet is 140 characters long2. RT: re-tweet other tweets you think are worth

repeating, 3. @username: used to reply to someone or

engage in a conversation or as a hat tip. This a public tweet everyone can see. Eg: @username message

4. dm or d followed by space, then name of person eg: d username message OR click Messages (next to Profile). You can send private message to someone only if they follow you.

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Twitter 101: Using #hashtags5. The Hash Tag aka Pound Symbol [#] is

used to categorize tweets into topics, events, trends.Hashtags are the Twitter equivalent of keywords. eg: #socialmedia

6. Search specific hashtags and save those searches for future reference.

7. Tip: Use a unique hashtag to promote a contests, event or product eg: #contest123 (make sure no one is using it first)

8. #followfriday or #ff is used by a majority to spotlight individuals they consider worth following, not necessarily on Friday

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Short links

• Helps reduce character space. Became popular with rise of Twitter

• Popular services: tinyurl.com, bit.ly• Others: is.gd, snipurl.com, tr.im • When posting a link, use Topsy.com to find

out how popular/timely the link already is and whether your friends have already tweeted/posted it.

• Bit.ly provides transparent stats: Add + sign at the end of shortlink eg: bit.ly/123456+

1. 2.

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Must-know Twitter BasicsSettings:Profile

Time Zone/Location

Notifications

Design

Follow

Tweet

RT

@Username

Shortlink

Reply

Messages(DM)

#hashtag

@Mentions

Searches

Lists

FF

Add Image

TwitPic

TwitVid

Selective Tweets

Block spammer

Who To Follow

Trends

Tweet Button

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Sample Twitter Accts/Lists• Media on Twitter: http://www.mediaontwitter.com• Journalists on Twitter: http://muckrack.com• List of Malaysian journalists:

http://twitter.com/trinetizen/malaysian-journalists• List of Malaysian media:

http://twitter.com/trinetizen/malaysian-media• List of Malaysian politicians:

http://twitter.com/trinetizen/malaysian-politicians• List of Malaysian celebs:

http://twitter.com/trinetizen/malaysian-celebs• List of Malaysian brands:

http://twitter.com/trinetizen/malaysian-brands

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Useful Twitter apps• Twitter clients: Hootsuite, Tweetdeck,

Ubersocial• TweetAlarm, Twilert: Put in a keyword and

get emails when others tweet it.• Tweepz, Twitter People Search: Search for

people to follow• Twitpic, Instagram: Post photos• Telly, Vine: Post videos• : Graphs your stats

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Useful Twitter analytics

• Rowfeeder: http://rowfeeder.com/• Tweetstats: http://tweetstats.com• Twittercounter: http://twittercounter.com• The Archivist: http://archivist.visitmix.com• Klout: http://klout.com• Twitter Grader: http://tweet.grader.com

• Twitalyzer: http://twitalyzer.com

• FollowerWonk: http://followerwonk.com

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Exercise: Twitter• Go to Twitter (set up account, if you don’t already

have one)• Find a news release from your site to tweet• Make a shortlink using bit.ly of that story link• Create 140-character tweet and add the short link• Find people to follow• Create a list• Re-tweet another person’s tweet• Post a photo

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Outreach/CSR: Tweetups

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•Raised RM11,000 + two desktop PCs + Broadband

•Destiny Starting Point, a home Klang

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Celebs using Twitter to promote their causes

http://twitter.com/Jamie_Oliver http://twitter.com/apluskhttp://twitter.com/RyanSeacresthttp://twitter.com/oprahhttp://twitter.com/QueenRania

http://twitter.com/JimCarreyhttp://twitter.com/BillGateshttp://twitter.com/charlizeafrica

List: celebritytweet.com

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“In the past you were what you owned. Now you are what you share,”

Charles Leadbeater