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Prof. Susanne Robra-Bissantz on Social Media Marketing - as part of the Course Corporate Communications Today 2012
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Corporate Communications Today
Course Module 3: Social Media „Marketing“
09.12.2012
Susanne Robra-Bissantz
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 2
Collaboration with customers
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 3
Course Modules
CM 1
Social Media
CM 3
„Marketing“
CM 2
Collaboration
CM 4
Innovation
CM 5
Knowledge
CM 6
Web Society
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 4
How it used to be: Communication via mass media
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 5
The world is „in order“
• mass communication• only few 1:n channels• controlled messages• customer is consumer
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 6
Communication today
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 7
The world is turned upside down
social changes
changes of the markets
new
tech
nolo
gy: „W
eb
2.0
“
• many interactive channels• credibility decreases• customer is demanding and active • employees communicate • uncontrolled messages
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 8
Social Media Positioning...United breaks guitars
Public(ity)Problem
After Reaction andDiscussion
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 9
Keep quiet?React?
Act proactively?
It is difficult, indeed dangerous to underestimate the huge changes this revolution will bring or the power of developing technologies to build and destroy not just companies but whole countries.
Rupert Murdoch
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 10
Principle
Markets are Conversations.
Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter - and getting smarter faster than most companies. … No wonder networked markets have no respect for companies unable or unwilling to speak as they do. … The only chance for companies is to join conversations … (nach Levine et al. 2001: Clue Train Manifesto).
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 11
Markets are Conversations
„What we know about the society and its world, we know almost exclusively from mass media “
[Luhmann 1996]
„ What I know about the world and current developments, I basically know from my friends and networks“
[unknown Facebook-User 2012]
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 12
New ways in Customer Oriented Functions
Listen
Join conver-sations
Discuss
Collabora-tion
instead of Market Research
instead of Marketing
instead of Public Relations
instead of CRM
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 13
Listen
Chief-Listening-Officer
Service provider, tools or manually
Imagination
in keywords and places-> Subjects that are relevant
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 14
Join conversations, be present
• 700.000 people at Facebook
• > 7 Millionen video views in one week
• Sales increase According to Nielsen, by up to 107%
... >233.000 „de-friends“
... Top 10-Apps
The first viral campaign
„Fan“ Groups
Financial Success
Action
Viral Effects
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 15
Join conversations, be present
• 700.000 people at Facebook
• > 7 Millionen video views in one week
• Sales increase According to Nielsen, by up to 107%
... >233.000 „de-friends“
... Top 10-Apps
The first viral campaign
Research:
How do conversations arise out of campaigns?
How do conversations lead to actions?
Financial Success
Action
Viral Effects
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 16
Join conversations (or let someone do it for you)
2008
Eight weeks later
Students communicate
It‘s not Markting it‘s the Function ...
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 17
Interaction between real and virtual platforms
Call for a „flash-mob“
T-Mobile
• sing-along-platform• approx. 3 Mio. views• overall > 200 Videos
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 18
Space of Topics and Relationships
Content is King – Context is Queen
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 19
Space of Topics and Relationships
Content is King – Context is Queen
wi²: a place for discussions on
Web Society, Collaboration, Social Media, E-Services ...
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 20
Discussion: Respond to criticism…
perfect!
Dooce (Heather) reports on her washing machine (Twitter).
(1,4 Mio Follower)
Whirlpool reacts after a few hours.
Bosch the next day. PR-Coup: Free washing machine for charity.
wrong!
Greenpeace „defaced“ a commercial from Nestlé (Palm oil)
Discussion, e.g. on the Nestlé Facebook-Page
Nestlé: helpless, no reaction, reference to PR-page, no Discussion
Tried to ban the fake logo - „we set the rules“
„unexpected blitzkrieg“ – 1000s of „De-Fans“, Easter boycott, petitions …
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 21
Main Problem ...
The challenge is in a Web 2.0 world, they won't just tell their immediate family, they will usually post it to their Facebook friends, Tweet about it on Twitter and possibly complain in a forum about you in the process.
Your one unhappy customer has suddenly told a few thousand people. If they are really ticked off you can expect a You Tube Video or an email that could go viral and suddenly one bad experience has been seen by millions of people. [Ingrid Cliff]
„... this site (facebook) is not the place for customer complaints ... here we want to inform and amuse you ... for customer
concerns you have to look up our contact pages ...
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 22
Viral spread
on the web mentions rise rapidly
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 23
Customer criticism and opinions
Discussions take place
Risk of „silent“ dissatisfaction
Critics become evangelists
Discussions boost the company
Acceptance
Discourse theory
Model based Learning
Problems are the nucleus of ideas
Discussions are public
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 24
Discuss and collaborate
„high gloss, persuasive communication“
„semi perfect discoursive communication“
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 25
Complaints platform: TU Braunschweig
Assessement
Moderator Prescreen, Responsibilities
Selection
Problem / Idea
Soft Skills Courses
Student
Students
Idea
2. select
Idea
Discussion, Rating1. Publish online
3. publish/ forward
4. discuss
7. implement
6. select
5. evaluate and “act”
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 26
Sag‘s uns: Complaints Platform
„Ideas, Praises or Problems? Tell us about it!“
Research:
How can Employees be motivated to join
Discussions?
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 27
Discussions with Customers
• Let your Employees discuss,• Use personal and emotional language,• Be sparing in Social Media Guidelines,• Trust. Employees and Customers.
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 28
Findings on collaboration with private customers
Private
Organisation
Listen
explore different topics
react
accept Wikification
try to understand
Discuss Join conversations
Collaborate
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 29
Findings on collaboration with private customers
Private
Organisation
Listen
explore different topics
react
accept Wikification
try to understand
contribute something interesting
try to evoke share effect
Join conversations
rely on honest messages
be discret and equal
use narrativesDiscuss
Collaborate
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 30
Findings on collaboration with private customers
Private
Organisation
respect publicity
Discuss
admit faults
allow different opinions be discoursive
Listen
explore different topics
react
accept Wikification
try to understand
contribute something interesting
try to evoke share effect
Join conversations
rely on honest messages
be discret and equal
use narratives
Collaborate
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 31
Findings on collaboration with private customers
Private
Organisation
respect publicity
Discuss
admit faults
allow different opinions be discoursive
Collaborate
provide platforms start conversations
offer participationtry mutuality tap the potential ...
Listen
explore different topics
react
accept Wikification
try to understand
contribute something interesting
try to evoke share effect
Join conversations
rely on honest messages
be discret and equal
use narratives
WS 2012/13 | Prof. Dr. Susanne Robra-Bissantz | Corporate Communications Today| Page 32
Course Modules
CM 1
Social Media
CM 3
„Marketing“
CM 2
Collaboration
CM 4
Innovation
CM 5
Knowledge
CM 6
Web Society