Is Twitter,by changing our communication, changing how we conduct business?Munindra KhaundUniversity of Illinois Springfield

2

Agenda

Introduction Personal and Business Perspective Statistics Using Twitter for Business Blending Business and Personal Activity CEO’s and CTO’s Using Twitter Twitter Don’ts Lesson Learned Resources

3

Introduction

Created on Wordle. Content from: History and Evolution of Social Media – Source: For WDD by Cameron Chapman

4

What is Twitter?

“You say what you’re doing, in 140 characters or less, and people who are interested in you get those updates… Twitter lets people share moments of their lives… momentous occasions or mundane ones.”

Evan Williams, Co-founder of Twitter

5

Twitter-speak

Tweet – A message on Twitter Follow – When you subscribe to messages from

another individual, you follow the person on Twitter Followers – Individuals who subscribe to your tweets @Reply – Public message sent from one individual to

another DM – Direct message from one individual to another RT – Retweet [or re-send] a message that an

individual has posted on Twitter Hashtag – Allows a tweet to be easily searched and

located

6

Personal Perspective

Nellie, 1983 Anti-Sikh Riots, 1984

9/11, 2001 Mumbai Terrorist At-tacks, 2008

0%

5000%

10000%

Radio Television WWW Twitter

7

Personal Perspective

#mumbai Very large volume of tweets

Tweets primarily in English

Up-to-date tweets due to access to incident zones

Several retweets of important resources – telephone numbers, websites, etc.

Few incidences of finger-pointing but checks & balances in effect by tweeps

#airfrance Volume of tweets is medium

Tweets in several languages

More reflective tweets due to location of incident zone

Few retweets of resources; only contact numbers are from Air France

Numerous tweets that joked about the missing plane and its reference to “LOST”

8

Business Perspective

9

Statistics: Age Distribution

Younger US Demos 12% Less Likely to Tweet – Source: MC Marketing Charts

Com

posi

tion Index U

V

Persons 12-17

Persons 18-24

Persons 25-34

Persons 35-44

Persons 45-54

Persons 55-64

Persons 65+

0%

20%

40%

60%

80%

100%

120%

140%

59%

88%

130%

109%

136%

100%95%

10

Statistics: Benefits of SM Marketing

Marketers' Top Social Media: Twitter, Blogs, LinkedIn, Facebook – Source: MC Marketing Charts

generated exposure for my business

increased my traffic/sibscribers/opt-in list

resulted in new business partnerships

helped us rise in the search rankings

generated qualified leads

reduced my overall marketing expenses

helped me close business

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

81%

61%

56%

52%

48%

45%

35%

11

Statistics: Business Operations

Twitter to Move into Business Mainstream – MC Marketing Charts

20%

47%

26%

7%

Extremely important

Somewhat important

Not very important

Waste of time

Don't know

12

Statistics: Next Six Months

Twitter to Move into Business Mainstream – MC Marketing Charts

48%

34%

15%

3%

Increase significantly

Increase a little

Stay about the same

Decrease

Don't know

13

Using Twitter for Business

External Purpose Share Make

connections Be available Try out new

ideas Generate leads Customer

support

Internal Purpose Be authentic Build

relationships Track Protect reputation Guidelines Costs

14

Blending Business and Personal Activity

Business Start from the top Designate account

and personnel Follow guidelines

and policies Intellectual

property Security Message

Personal Just be Share resources RT Watch and

observe No travel

schedules

15

CEO’s and CTO’s on Twitter

Padmasree WarriorCTO, CISO Systems

Phil McKinneyCTO, HP Personal Systems Group

John EngatesCTO, Rackspace

Jim DowsonCTO, Global Services, EMC

Tony HsiehCEO, Zappos

Evan WilliamsCEO Twitter

16

Twitter Don’ts

Don’t spam Don’t ignore genuine requests for

information Don’t forget to give credit to the original

tweet Don’t launch initiative without

guidelines/policy Don’t expect the tool to work by itself Don’t post vacation schedules

17

Lessons Learned

Never underestimate the value of watching and observing

Provide value Focus on quality rather than quantity Understand the importance of a

hashtag A small act can make a big difference

18

Resources: Getting Started

How Twitter Started – Evan Williams

Twittering Tips for Beginners – David Pogue

All You Need to Know to Twitter – Paul Boutin

Birds of a Feather Twitter Together – Walt Mossberg

14 Tools of Highly Effective Twitter Users – Kenny Hyder

Just Tweet It

Twitter Bible: Everything You Need To Know About Twitter – C G Lynch

19

Resources: Business

Twitter 101: A Special Guide - Twitter

Twitter’s Ten Rules for Radical Innovators – Umair Haque

50 Ideas on Using Twitter for Business – Chris Brogan

How to use Twitter to Mitigate a Crisis – Denise Zimmerman

CEOs' Take on Twitter – Douglas McMillan

Twitter: How to Get Started Guide for Business People – C G Lynch

17 Ways You Can Use Twitter: A Guide for Beginners, Marketers and Business Owners – DoshDosh

20

Resources: Marketing and PR

7 Marketing Mistakes to Avoid on Twitter – Rodney Rumford

5 Marketing Tips for Tackling Twitter – Steve Mulder

How Twitter and email can benefit targeted marketing – Simms Jenkins

The Journalist’s Guide to Twitter – Leah Betancourt

Why newspapers should manage more like Twitter and less like GM – Joshua Benton

21

Resources: Miscellaneous

Seventeen things that people are actually saying when they retweet others – Meg Pickard

Men Follow Men and Nobody Tweets – Bill Heil and Mikolaj Piskorski

Tweeting Your Way to a Job – Laura M Holson

Tweet Congress

TweetGrid

Tweetree

Social Media @ Illinois Springfield – Office of Web Services

22

@mkhaund