Social Media, Technology, and Tenant Engagement

SHSC & uknowa

@SHSC @uknowa #ONPHA

How many of you...

Topics

• What is social media?

• Why should we care?

• How can we use it effectively?

• Business

• Organizations

• Who I am• carlo@uknowa.com• @uknowa

• Our product• www.uknowa.com

• Helping our contractors• Helping our community

uknowa good contractor?

Text

Merriam-Webster: Forms of electronic communication (as Web sites for social networking and microblogging)

through which users create online communities to share information, ideas, personal messages, and

other content (as videos)

Urban Dictionary: Participatory online media that utilizes the group to write and direct content, rather

than a read-only media. Allows for direct contact between participants.

The Big Picture More than just FB/Twitter.

Is it a Fad?

• Fulfilling the ‘community’ need• In 3 years...• AOL?• “Information indigestion”

Who cares?

•The ‘Twitter’ Joke

•Business Uses

•Thought expression

•Spreading Information

•Networking

•Personal Branding

•How about... work?

Out of Nowhere? Years to mass adoption

Danger & OpportunityThe Social Media Crisis

Why should we care?

• News

• Politics

• Movements

• Babies?

The Next Generation ... is a bit different.

Today’s Customer is

• Connected

• Internet and Mobile

• Search + Trust

• Online Search (>75%)

• Review Trust

• Expecting...

• Voice!

• Response!

Reputation Managmement

• Word of Mouth 2.0

• Coca-Cola + Mentos = ?

• You no longer own your brand!

• This is a good thing...

How do we do this?

• Business/Org ROI

• Increase revenue

• Increase efficiency

• Decrease costs

• Things to try

• How to measure

Tools of Engagement

• Networking

• Facebook, LinkedIn, Twitter

• News and Events

• Twitter, Google Reader, Pulse/Flipbook/Feedly

• Monitoring

• Google Alerts, Hootsuite

• Meetups and Organize

• Meetup, Eventbrite

• Customer Service

• GetSatisfaction

Measure

• Surveys

• SurveyMonkey, Facebook

• Quick Questions

• KISSinsights, GetSatisfaction

• Full Feedback

• uknowa, YourSay