Follow me on Twitter and be my Friend on Facebook… Please!
Use your Social Media as a ToolSTC – Paris 20/03/09
stanislas berteloot, marketing director, [email protected]
Content
• What is it?
• How is it used today?– personal / business?
• How can organisations use it?
• KDS case studies
• How can SM be used to develop application?
• How can SM improve online help?
I am herebecause of
Jeremy
Because of Jeremy Cole
Jeremy Cole is MySQL Guru and co-founder at Proven Scaling LLC, previously Jeremy was MySQL Guru at Yahoo! Inc.,
Jeremy is vocal…
• This slide has been removed…
Jeremy is very vocal…
Jeremy is like all of us…He likes to be listened to.
Response to KDS: « I am very glad that you understood the nature and the purpose of [my post] and have been working to listen and reform;
that is fairly rare it seems.
I would like to see more of that! »
jcole.us/blog
Social Media is…
BlogsWikis
Podcasts RSSMashups
Social Networks
Well…
sort of.
Social Media
Really
is…
a Conversation…
That is powered by…
BlogsWikis
Podcasts RSSMashups
Social Networks
It is a conversation between…
Customers…
Employees…
Investors…
…People!
And guess what?
The social media conversation is…
Not Organized
Not Controlled
And not on message.
Social Media is…
…a brand new way of understanding
markets,
not just another messaging channel.
Are
You
Listening?
Listen because
78%
OF PEOPLE TRUST THERECOMMENDATIONS OFOTHER CONSUMERS.
ONLY14%OF PEOPLETRUSTADVERTISEMENTS.
Jeremy
=
The old communication model was a monologue
The new communication model is a dialogue.
Interact with your audience
• To understand them
• To provide them with more value
• To let them help you
• To let them help themselves
Push content
as if your life depends on it
Google is not a search engine.
Google is areputation-management
system
Free Tip #1
• "Tweets" of 140 characters
• Posted to your profile or your blog, sent to your followers
• Use Twitter to inform and to ask. You will get what you give
Follow & auto follow
According to Hitwise data released on January 21st this year, Twitter usage in the UK has increased 10 fold in just 12 months - with celebrities such as Steven Fry, Jonathan Ross, John Cleese and Richard Branson even joining the ever increasing list of Twitterers. This follows hot on the heels of Hitwise announcing Twitter usage has overtaken that off Digg in the US.
• Use Hastags, Keywords• Follow people with many followers• Use auto-follow• Get Retweeted• Reply to the top Tweeters• Explain how to do something• Answer the right question (e.i. not « What are you doing »)• Feed from blog• Feed blog from Twitter
Free Tip #3
24-year-old CEO Mark Zuckerberg
Free Tip #2
• One profile• Pull from your blog and more• Carefully set privacy• Don’t go off the record• Don’t friend everyone• Create a public profile
What does KDS do with it?
• Marketing & Press Relation
• Lead Generation
• Product Development
• Road Map prioritization
How KDS interacts with its audience?
? Kds.com
=BlogsGroup
+
PortalForum
Story - 2008
• Market new positioning
• Gather real life anecdote
• Learn from the users
• Create an ownership
Take away: study / PR / White Paper (365 downloads)/ market ownership / Leads
BeyondMarketing
Google asks users to contribute and improve online help
Lets your users do the translation
Salesforce.com
Listens for you
Service Cloud
1. A person seeks technical support2. Posts questions on Facebook3. Receives replies helping solve the problems.
• Service Cloud determines which questions and responses represent meaningful issues and accurate answers.
• The system then incorporates this knowledge into the standard Salesforce customer service application.– It is shared with support reps, put on the web, used in self-
service customer environments, and so on.
Wiki
Online Schizophrenia?
Life question
Should I mix business with private life?
• What job do you do?• Which SN?
• Facebook public profiles• Linkedin• Twitter
Credits
Presentation by : stanislas berteloot, KDS
Social Media is…: Leewhite (on SlideShare)
The Conversation: An Introduction to Social Media: Tactica
What the F...K is Social Media: Marta Z. Kagan
Social Media Influencer Predication 2009: www.trendsspotting.com
Social Media & Word of Mouth: Marketing for Startups: Colour Creative Persuation
Social Media Rockstars: Arturo Pelayo, mediaalchemy.org
How to Change the World: http://blog.guykawasaki.com/