The welcome I received here is just what I needed to assure me I made the right choice in coming on board. To top it off, I received the phone call from our company president, Jim Thomas, on my birthday! (talk about a “happy birthday”)

@ebthatswho

Little background on me:

I am a Mass Comm graduate from VCU with a concentration in Public Relations, and a minor in Marketing and Business. I have worked for production companies in the past as an Account Executive, and have over 5 years experience in PR and Marketing.

I am also the Co-Director of Marketing and Public Relations for RVA Fashion Week and have been since 2008. My experience with account management and campaigns will prove that I am the right person to meet our clients needs, and help continue the success of all projects that come through our door.

I am very appreciative of this opportunity and look forward to many days to come! I hope to contribute more to our blog and post some interesting as well as fun information for business and for leisure.

Let’s start with a nice little blog about the “dying press release” , still debatable? (figured this was specifically appropriate coming from me)

See you soon!

PS- Go Redskins!

]]> http://www.keywebconcepts.com/blog/2011/09/new-addition-to-the-keyweb-team/feed/ 1 http://www.keywebconcepts.com/blog/2011/08/8-twitter-resources-for-businesses/ http://www.keywebconcepts.com/blog/2011/08/8-twitter-resources-for-businesses/#comments Mon, 22 Aug 2011 18:50:53 +0000 Shannon Sullivan http://www.keywebconcepts.com/blog/?p=1081

Just getting started with Twitter? Befuddled by the difference between a tweet and a direct message? Had it up to *here* with hashtags?

These resources will help you learn the lingo and find out how to use Twitter to boost your business.

1. Twitter for Business

Twitter has created a resource guide completely devoted to helping businesses learn how to use Twitter. It covers every aspect of Twitter, with sections about nailing the basics (Twitter lingo/glossary; best practices; how to manage Twitter on the go) and optimizing your Twitter presence (growing your community; case studies; resources/widgets; API integration), as well as using the Twitter advertising platform (promoted tweets; promoted trends; promoted accounts).

2. Mashable’s Twitter Guide Book

Mashable’s Twitter Guide Book is chock full of helpful how-to’s and tutorials. It breaks down retweets and hashtags and customizing your profile. It also explores tips for brands and executives on Twitter. The guide will walk you through sharing videos, music and images; you can also get tips and best practices for managing your Twitter account from desktop and mobile devices, and for making the information more digestable (i.e., using filtering, creating groups).

3. 140 characters conference

According to the #140conf website, “the #140conf events provide a platform for the worldwide twitter community to: listen, connect, share and engage with each other, while collectively exploring the effects of the emerging real-time internet on business.”

In addition to a live tweet stream, you can also follow news about the event and read the blog to stay abreast of all the latest developments with Twitter, and how those changes and trends could impact your business.

4. Social Fresh: Twitter Marketing Training

Social Fresh has compiled a robust list of articles, from a variety of sources, to help you get started with Twitter. The articles are organized around the following topics:

• Why Use Twitter?
• How To Create An Account And Get Started
• Twitter Branding: Your Avatar and Background
• How To Get More Followers
• Twitter Strategy
• Twitter Chats 101
• Twitter For Customer Service
• Twitter Advertising
• Twitter Retweets
• Scheduling Tweets
• Twitter For Events
• Great Examples

5. AllTwitter

This “unofficial” resource for everything Twitter covers a broad range of topics, from statistics and announcements about the platform to industry-specific recommendations for Twitter accounts to follow.

6. Tony Hsieh

The CEO of Zappos.com, and Twitter evangelist(!), has put together a “just starting out” guide to help beginners navigate the waters of Twitter. It’s wonderfully warm, and feels like your closest friend is helping you out. It really makes Twitter less intimidating.

7. CIO.com

CIO.com has put together the following resource, Twitter: How to Get Started Guide for Business People, in order to help business people gain a better understanding of why Twitter is valuable, and how to get started using Twitter.

8. SEOmoz.org

SEOmoz is a fabulous voice in the search engine optimization (SEO) space; their blog is full of fantastic (understatement) insights and analysis of optimization/online marketing trends. Their posts about Twitter highlight the intersection of SEO and social media.

What are your go-to resources when it comes to Twitter?

♪ Wah Wah Wah ♪

Houston, We Have A Problem.

Since Sunday, I’ve been plagued by the worst thing you can imagine: a lifeless Internet connection (okay, well, I’m exaggerating a bit, but the situation really is inconvenient).

My Internet service provider happens to be Comcast.  Due to previous experiences with Comcast customer service, I was a little agitated by the prospect of getting the runaround again.  I’ve been hung up on and flat out lied to; call me crazy, but those kinds of actions don’t make me very eager to give Comcast a ring.

Rather than take a shot in the dark with the dreaded customer service hotline, I decided to try something different.  I whipped out my phone and embarked on a quest to get my Internet back, social media style.

Social Media: Better Customer Service?

As Twitter and other similar sites have grown in popularity, many companies (Comcast included) have started using social media to improve customer support.  Comcast has been big on Twitter.  @ComcastCares is their main customer service hub, with other team members like @ComcastMelissa and @ComcastWill providing backup.

Though I knew I had a new channel to be heard through, part of me was still leery. Would anyone even respond? And how responsive would he or she be?

Listen Up!

Well, here goes nothing. I took to Twitter and fired off my first missive, complete with the hashtag #comcastsucks (I was feeling crabby).

Supposedly, the problem was fixed late Sunday night/early Monday morning. It was 8, 9 o’clock on Monday night. I missed that boat apparently. Not okay. [Side note: my cable went out Monday night too.]

I also decided to call out Comcast directly.

There. I told them.  Would someone help me?

Someone Is Listening!

@ComcastWill noticed my Tweets.  And answered me.

But he was not curt or dodgy.  @ComcastWill was extremely polite.  In his series of 140 character messages, I received better service than I’ve ever gotten on the phone.

I wasn’t the only person @ComcastWill was patient with.  A bunch of angry customers have flocked to Twitter over the course of the past few days, and each one has been treated with respect (even the people who were more colorful with their descriptions of Comcast’s shortcomings).

Cautiously Optimistic So Far.

I’ll admit it: I got a pleasant surprise. And some faith in Comcast has been restored.  Comcast is taking customer complaints seriously and is actually using Twitter as a tool to listen to and address problems (no lip service here, it seems).  Well done, guys and gals.  Well done. *Thumbs up*

We did manage to get my cable fixed.  Internet is still MIA, but I was told that a solution is actively being sought.  While I didn’t get an immediate fix for the Internet, I do appreciate that the Comcast representative was upfront with me.

Takeaway: If a company makes a true commitment, it can use social media to deliver real results and answers.

Have you ever used social media to solve a problem? Did that work out?

**Disclaimer: This is completely and entirely a personal experience that I have elected to share and reflect on. I am speaking only for myself, not for my workplace or any of my co-workers.**

Some of the services that were already around include bit.ly, tinyurl.com, ow.ly and is.gd.

Now, other recognizable names are getting in on the act too. Facebook and Google both announced this month that they have their own URL shortening services (fb.me and goo.gl, respectively). YouTube also has added the service for sharing shorter video links (they start with youtu.be).

Who do you think will be the next one to add their URL shortening service to the mix? Or is this all a passing fad?

Shannon
New Media & SEO Specialist, Copywriter
http://www.facebook.com/keywebconcepts
http://twitter.com/keywebconcepts

Share information creatively – but make sure to stay on topic. Irrelevant posts, Tweets and status updates could turn customers off and leave them wanting more.

So, how can you use social media to reach out to customers and give them the best experiences possible? Consider …

Sales, Specials, Deals
Give customers the inside scoop on a special at your store, or offer them an exclusive incentive for being a Facebook Fan or follower on Twitter.

Example: A store offers 10% off any purchase for the first 25 customers who come in and say “I love [your store’s name] on Twitter.”

Company News
Share your excitement when great things happen with your company. Talk about a new hire, significant milestones, special occasions. Show how proud you are of your business. Invite people to be part of the celebration, but don’t turn them off by bragging too much.

Resources
Social media is about sharing with your community. Help them learn new things. Show them great resources for information.

Are you a roofing contractor? Post a link to a new article about tips for caring for a roof after installation. A green clothing retailer? Share your latest blog post about the newest “green” fabrics.

Research
Ask your customers what they’d like to see next at your company. Is there a new service or product they’re interested in? Do they want you to open a new location? Give customers a change to be heard, and take their input into consideration. That way, when your business makes its next move, you can be sure that you’re responding to people’s actual needs.

Feedback
Seek customer feedback! Give your customers enhanced support. You can use social media to answer people’s questions or address their complaints. Let customers know that you’re actively listening and eager to respond.

Shannon
New Media & SEO Specialist, Copywriter
http://www.facebook.com/keywebconcepts
http://twitter.com/keywebconcepts

But why? Getting involved sounds like a good idea, but what kinds of benefits are there to social media?

Increased Visibility
A presence on a site like Facebook could substantially increase your visibility on the Internet. There are millions of users looking for and sharing information across these platforms. By being there and providing engaging content, your company can gain more exposure…exposure that could drive more traffic to your website, or lead to new customers.

Business Networking and Collaboration
You can find and interact with other professionals in your field by:

• trading tips.
• recommending resources.
• offering advice.

LinkedIn’s Answers is a great place to talk to new people, as well as establish yourself as an industry expert.

Stronger Customer Relationships
Social media offers the chance to connect and work with clients to bring them better experiences with your company. By interacting with them directly, through media they like and use, you remove distance and bring the company and customer closer. People can put a face with a name.

You can also get feedback directly from your customers. Poll them about a new service or product they’d like to see – then act on it! You’ll show that you really do listen, and that you’re committed to meeting customers’ actual needs.

Shannon
New Media & SEO Specialist, Copywriter
http://www.facebook.com/keywebconcepts
http://twitter.com/keywebconcepts

Not only are people using social media a lot, but they’re starting to expect others (especially companies) to start using or already be using Facebook, Twitter, Flickr and other social media sites.

How many people use social media?

• 60% to 75% of Americans use some form of social technology
• 2/3 of the global Internet population visit social media sites
• Visiting social networking sites is the 4^th most popular online activity – it’s more popular than checking personal email!

“Cone Finds that Americans Expect Companies to Have a Presence in Social Media”
“What the [Expletive] Is Social Media: One Year Later”

Facebook Statistics

• Facebook has 300 million+ active users
• More than 5 billion minutes spent on Facebook every day, worldwide
• 40.2% of Facebook users are 35+ years old

“Statistics”
“Facebook Demographics and Statistics: 55+ Grows 25% in One Month”

Twitter Statistics

• Over the course of 1 year (February 2008-February 2009), Twitter grew by 1,382%
• 35 – 49 year olds make up the largest user group on Twitter
• The average number of Tweets per day is 3 million

“Twitter Now Growing at a Staggering 1,382 Percent”
“What the [Expletive] Is Social Media: One Year Later”
“SMX Sydney: Twitter Tips and Etiquette”

Other Interesting Numbers

• LinkedIn boasts 45 million users
• Over 3.5 billion photos are archived on Flickr (as of June 2009)
• It would take 412.3 years to watch every single video uploaded on YouTube

“About Us”
“What the [Expletive] Is Social Media: One Year Later”

New Media and Business

A study by Cone showed that

• 60% of Americans utilize social media

Of that 60%

• 93% believe a company should have a presence on social media sites
• 85% say a company should not only be present, but interact with its customers using social media

“Cone Finds that Americans Expect Companies to Have a Presence in Social Media”

Shannon
New Media & SEO Specialist, Copywriter
www.facebook.com/keywebconcepts
twitter.com/keywebconcepts

But what is this “social media” phenomenon?  Facebook, Twitter – what are they to us?  Why are they such a big deal now?

Social Media really defines what the Internet has come to look like.  It ranges from a blog or a video posted on YouTube to networking communities like Facebook and LinkedIn.  Nowadays, most everyone has heard of and/or uses at least one of these kinds of Social Media.

People aren’t just “googling” information any more.  They’re turning to Social Media to find what they’re looking for since they feel more comfortable getting input from people in their personal and professional networks.  Social Media facilitates word-of-mouth in the digital world—it’s like an extension of the daily, offline conversations we’re already having with our friends, family, neighbors and coworkers.

Also, people are looking for more personalized experiences and interactions on the Web.  There’s a shift away from one-way communications.  Merely receiving information isn’t cutting it any more – people want to be involved.  They want to know their opinions count.  They want to contribute to the conversations they see happening.

Social media is especially starting to change how companies and consumers interact.  Companies are starting to use Twitter, Facebook and the like to communicate more directly with their customers.  Businesses want to break down the wall between Company and Client, in order to form more of a community between the company and its clients, as well as between customers themselves.

So, what is social media?

Social Media Is:

• Interactive.
• Digital.
• Based around sharing and forming communities.

Examples of Social Media Are:

• Facebook, Twitter, LinkedIn, MySpace.
• YouTube Flickr, Vimeo.
• Blogs, Wikis, Podcasts.

Shannon Sullivan
New Media & SEO Specialist, Copywriter
www.facebook.com/keywebconcepts
twitter.com/keywebconcepts