April 2, 2013: Companies seeking to get the most from social media need to think beyond any single social platform, including Facebook, according to Didit’s Mark Simon.
“Being social” is less about having a robust presence on any one social platform than it is about having a service-based business mindset and the ability to leverage all of the informational assets in a firm’s portfolio to help customers. Apple and Dell are two companies whose successes are largely based on the successful implementation of this social mindset.
Mark writes: “There’s nothing wrong with using your social media properties to serve up games, contests, coupons, and other fun, but the core of your efforts should be based on the value of serious, unglamorous service.
The components of such an effort are:
— An online document repository containing online tutorials, help files, and a Wiki. Such a repository may contain other long-form content such as whitepapers, technical specification sheets, and monographs. This body of long-form content is what you will be referencing from Facebook, Twitter, LinkedIn, Google Plus, et al.
— A forum area in which users may converse with your representatives publicly. Many businesses choose to do this on Facebook, but there is nothing that Facebook does in terms of conversational management that cannot be replicated on one’s own site.
— A publishing and monitoring mechanism to post updates to all relevant social media platforms and monitor conversational streams in which ones products, services, or brand are mentioned. Hootsuite is a popular tool for doing this.
Read complete article at http://bit.ly/thinkingbeyondfacebook
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