Presentation for Qld Business Writers Conference - Social media in 2018
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It doesn't seem that long ago that we didn't know what social media was. Now there are more channels than we can name, and they go in and out of fashion at a fast pace. (Even Facebook is seeing a decline - a channel that many organisations have put so much time and effort into.) Social media isn't going away, so we need to know how to navigate this movable feast in our roles. What should we focus on? How can we build a strategy for a channel that could be gone in two years? When should we take on new channels?
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Presentation for Qld Business Writers Conference - Social media in 2018
- 1. September 2018 | Mel Kettle Social media in 2018: So many channels, so little time image: Shutterstock
- 2. Social media is about being social image: Shutterstock
- 3. There is a heightened individualisation. We can no longer send a uniform message to the entire public. It’s not possible. It doesn’t work anymore. Communication leader, Western Europe Source: Report - The future of government communication
- 4. Mobile technology and social media have made people increasingly powerful.
- 5. Organisations that use social media to engage positively with their customers have a higher rate of trust organisations high in trust report 76% more engagement
- 7. What are some of your challenges? image: Shutterstock
- 8. image: Shutterstock 1. Know your customer
- 9. Across a wide range of industries, a 5% improvement in customer service will yield a 25-100% increase in profits The Loyalty Effect image: Shutterstock
- 10. Better service isn’t unique. But better experience is.
- 11. Be more human. • Focus on a smaller, more relevant audience. • Quality not quantity • Show your audience you value them • Have meaningful interactions • Start with your staff
- 13. Create meaningful interactions where your community is TODAY and listen for where they will be tomorrow
- 14. 2. Create (or curate) relevant content
- 15. Educate, entertain and engage
- 17. Tell stories
- 19. Say thank you
- 20. 3. Use the relevant channel (and in the relevant way)
- 21. Video • FB live video has 6x interaction of native - • Episodic video • LinkedIn - native video • Instagram and FB stories
- 22. Facebook Watch
- 24. The rise of audio
- 25. Message bots • More messages via FB messenger than on FB - > 2 billion a month • 90+% opening rate on Messenger • Calls to action that drive engagement
- 26. Rose - The Cosmopolitan
- 28. Image: Shutterstock Mel Kettle 0404 600 889 melkettle.com mel@melkettle.com Sign up to my newsletter melkettle.com/signup