Social Media. new channels present an opportunity. A pocket guide for Swisscom business customers
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1 Social Media new channels present an opportunity A pocket guide for Swisscom business customers
2 Social media as an opportunity 2 Social media is radically changing the way companies communicate, affecting everything from the style of announcements to dialogue on an equal footing. Social networks move at high speed and are dynamic. Continual online availability is challenging and fascinating. This pocket guide shows you: > > What social media is and how the dialogue works > > What happens every 60 seconds on the social web > > Everything social media managers need to know (tips) > > Which social media channels we offer to our business customers
3 Social media is > > customers using various online channels to find out more about you and your competitors. > > users evaluating, commenting on and recommending information. > > a dialogue over which you do not have complete control it s both a risk and an opportunity. 3 Social dialogue is > > allowing customers to question, criticise or find out more at any time. > > an opportunity for you to pick up and individually respond to posts as quickly as possible. > > a form of dialogue that is faster, more direct and more personal.
4 60 seconds in the life of the social web 4 Everything imaginable is published and shared on social media channels: information, opinions, photos, tips and knowledge. And this is what makes social media so dynamic. Every 60 seconds, the following happens: > > status updates on Facebook > > tweets on Twitter > > 1500 blog posts > > 600 YouTube videos > > 100 LinkedIn users Source: go-globe.com
5 Tips for social media managers Listen up. Lots of people are talking about your company. What are your customers, suppliers, partners and competitors interested in? What are opinion leaders, potential employees or staff saying? > > Open an account on the platform on which your sector is active. > > Network with members of this platform. > > Listen to what others are saying, asking and talking about. 5 Set goals. Don t enter the social web without goals, target groups and social media guidelines. > > Set yourself clear goals about what you want your presence to achieve, and measure this. > > Define your primary dialogue groups, content and offers. > > Determine the style and tone of your presence. Everyone involved should be speaking the same corporate language.
6 6 Get involved. Become part of the social media world. Social media isn t for lone figures, get your entire company on board. > > Look for allies in HR, sales, customer services and marketing/pr. Define clear areas of responsibility, guidelines and processes. > > Ask your users what their needs are and develop your presence. > > Share experiences and get involved in more platforms. Get connected. Imagine you have a social media presence but nobody is visiting your profile. > > Network your instruments with social media: flyers, magazine, website, newsletter, events etc. > > Provide your community with plenty of support so that they recommend your social media channels. > > Keep users coming back for tips, competitions, films and online games. Optimise. Not all feedback is positive. See criticism as an avenue for improvement. > > Admit mistakes, apologise and quickly provide solutions. > > Run surveys, recognise needs and actively include users. > > Inspire your community time and again. Yesterday s content is old news today.
7 Social media for business customers Dialogue platforms: news and tips for success For large companies For SMEs www. swisscom.ch/newsletter Facebook: info, support and entertainment supportcommunity.swisscom.ch Twitter: news and news flashes (German) (French) (Italian) (English) Follow us in the social media! We look forward to sharing ideas with you.
8 Enter the exciting world of social media! Maintain the dialogue with us and your customers. Swisscom (Switzerland) Ltd, P.O. Box, CH-3050 Berne,
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