KC Call Center Expo 2011

Social MediaProfessional interaction in a changing world

Who is wasting my time today....

Who is taking my time today....

Who is taking?

What is social media

✤ Facebook

✤ Twitter

✤ Google +

✤ Digg

✤ Foursquare

✤ StumbleUpon

✤ LinkedIn

✤ MeetUp

✤ MySpace

✤ Slashdot

✤ Bebo

✤ Friendster

Social Media is any system that allows the “standard user” to contribute content to the community that may become featured or highlighted by the system.

Examples:

Let’s Play the Feud

Question 1

The average age of users varies across social media platform however the “mean” age is 37 and the most common / active demographic is 35 - 44 years old

What is the average age of social media user who are also contributors?

Question 2

39 years old

What is the average age of Twitter Users?

Question 3

38 years old

What is the average age of Facebook users?

Question 4

84% of the total social media population are women. However specific social media platforms vary wildly.

What percentage of social media users are women?

Question 5

59%

What is percent of Twitter users are female?

Question 6

57%

What is percent of Facebook users are female?

Question 7

18%

What is percent of Social News site users are female?

Example: Digg, Reddit & Slashdot

Question 8

5:15 pm

What is the most active time of day for twitter?

Question 9

8:00 am

What is the least active time of day for twitter?

Question 10

5.5 posts per day for optimal responses. The “user” whom has the record number of likes in the surveyed period of 1 million likes in a day posts between 5 and 6 posts per day.

What is the optimal number of posts per day on Facebook to receive the most amount of “likes”?

Question 11

Friday night - Saturday afternoon produces the largest number of posts / shares.

What is the most active day on Facebook?

Question 12

11 am produces the most amount of activity... 5am and 2pm are the least active time period

What is the most active time of day on Facebook?

Question 13

9 am - 5 pm during the business day proves to the best time to reach these consumers followed by 5 pm - 11 pm.

Surveys show as consumers purchase more smart phones; usage during business hours grows in direct proportion.

What is the optimal time of day to post a message to reach the maximum number of Facebook users that have “purchasing power”?

Why is social media important?

Humans have continuously improved and speed up access to information and the pace of communication.

People communicate more often and with shorter answers. This results in their communications become less contextually relevant.

Effective use of social media

✤ Know your demographic

✤ Track and consolidate users across communication channels

✤ Plan when we communicate and what to say

✤ Build a community

✤ Be a person not a company

✤ Measure response rates, times, behavior, and "influence"

✤ Report on "activity" not progress

Identify, track, plan, build, interact, sell, measure, report

What works in the social web?

✤ Online survey's

✤ Participation awards - gifts, online awards, acknowledgment

✤ Honest responses even when you look "bad"

✤ Frequent posts that are not “salesy”

✤ Personalized interactions

✤ Unification of corporate voice

✤ Recognize your friends, enemies and frenemies

When should we get started

2 years ago

Why should a business care?

• Increased sales

• Increased customer loyalty

• Keep us with “The Jones”

• Customer satisfaction

• Direct and honest feedback to improve products and services.

Can this be a service?

YesBusinesses are busy and this is a full time job. Just as man phones for calls businesses need to be watching and monitoring the online conversations and directed and requested feedback.

What is PACE?

Simple Integrated Social Media

PACE vs Them?

Respond to the messages that matter

PACE

All messages matter

Them

Thank You