Hootsuite Social Media Management » Ulara Nakagawa http://blog.hootsuite.com Engage, Monitor, Collaborate and Analyze, Securely Fri, 30 Jan 2015 21:35:59 +0000 en-US hourly 1 http://wordpress.org/?v=4.1 Top 5 Social Media Predictions for 2014 http://blog.hootsuite.com/5-social-media-predictions-2014/ http://blog.hootsuite.com/5-social-media-predictions-2014/#comments Wed, 27 Nov 2013 12:45:44 +0000 http://blog.hootsuite.com/?p=55237 Nearly ten years ago now, a certain introverted college sophomore launched from his dorm room thefacebook.com—a campus-exclusive website that allowed people with a Harvard email address to upload... Read More

The post Top 5 Social Media Predictions for 2014 appeared first on Hootsuite Social Media Management.

]]>
Facebook Circa 2004

Facebook Circa 2004 via Kate Raynes-Goldie on Flickr

Nearly ten years ago now, a certain introverted college sophomore launched from his dorm room thefacebook.com—a campus-exclusive website that allowed people with a Harvard email address to upload onto it their photos and personal information. Four days after thefacebook.com went live, its creator Mark Zuckerberg proudly told his college newspaper that 650 students had signed up.

Today, ‘the Facebook’ has well over a billion active users spanning the globe. It generates an average of 4.5 billion likes and nearly 5 billion things shared on it, per day and is estimated to be worth over $100 billion. Meanwhile, other social network bigwigs like Twitter, LinkedIn and Google+ all boast userbases in the hundreds of millions, and have pretty much become household names. Seventy-two percent of adult internet users in the U.S. are now active on at least one social network, up from just 8 percent in 2005.

It’s official. In under a decade, social media has gone from scoffed at to mainstream.

And in doing so, it has fundamentally changed the way people around the world interact with each other. It’s also changing workplaces, governments, and other parts of the world in ways that we are only still starting to recognize. The short history of social media has already been so eventful, and so we can expect that 2014 will be another ground-breaking year for the revolutionary technology.

At HootSuite, we’ve been lucky to have a front-row seat to all of the exciting change as it unfolds, over the past five years. So who better than HootSuite’s key leaders—who are out on the social media frontlines every day—to share with us their insights into what we can expect to come next year?

Here are 5 social media predictions for 2014 from some of our key executives:

Wile E Coyote gif

Credit: Warner Bros/ChildhoodGifs

1. RIP: Social Media Managers. In 2014, social media managers will die out … and be resurrected as social media evangelists.

Ryan Holmes LinkedIn Featured image

HootSuite CEO Ryan Holmes

Ryan Holmes: In 2013, the growth in positions with the title “social media manager,” already slowed to 50 percent—a dramatic decline from recent years when triple (and even quadruple) digit growth was commonplace. But this isn’t because social media is declining in business. In fact, it’s the complete opposite: Twitter, Facebook and other tools are gradually becoming everyone’s responsibility at work. Need proof? There are currently 13 times as many jobs on Indeed.com that involve the use of social media in some way.

Furthermore, a recent Deloitte study showed that social media is already being widely used by a range of departments all across organizations, including marketing (78 percent are using it), IT (64 percent), sales (63 percent), and customer service (62 percent). And surprisingly, even teams like operations (46 percent), supply chain operations (36 percent), risk management (35 percent) and finance (28 percent) have adopted social media for business.

So in 2014, let’s lay the social media manager role to rest as we see more companies than ever recognize social media skills as a must-have asset for all of their employees. Meanwhile, we’ll see those previously in the social media manager role evolve into seasoned digital experts, spreading the gospel of social throughout their entire organizations.

Ryan is the founder and CEO of HootSuite. He likes social media, startups, cycling, and is addicted to yoga.

Screen Shot 2013-11-26 at 11.32.16 AM

Back to School 2012 by USAG- Humphreys via Flickr

 2. “Hey, what’d you score on your Twitter exam?” In 2014, schools will focus on social media as an asset, rather than liability.

Dee Anna McPherson, VP of Marketing at HootSuite

Dee Anna McPherson, VP of Marketing at HootSuite

Dee Anna McPherson:  We have all heard the stories of recruiters checking candidates’ social profiles and rejecting them because of what they saw. And a recent survey by Kaplan Test Prep, showed that nearly one-third of college admissions officers now look at applicants’ social media profiles to learn more about them. (More revealing, 30 percent of them reported that what they saw online actually negatively impacted applicants’ prospects.)  As social media proficiency becomes a core competency in the workplace, increasing numbers of students and and candidates will be rejected if they do not have robust and relevant social profiles.

Taking note of these trends, teachers around the world are already bringing social media into the classroom—even at the high school level. History and journalism teacher David Cutler at Palmer Trinity School in Florida for example, thinks it’s his job to warn youth about the dangers of being online, as well as show them the benefits. As part of his curriculum, David conducts classroom discussions on online etiquette and equips his students with tools to effectively navigate an increasingly digital world.

In 2014, we will see more schools realize that social media proficiency is a core business asset. To better equip their students for the real-world, innovative schools and educators like David will begin teaching social media and digital skills as part of their formal curriculum.

This year one of America’s top communications schools, the Newhouse School at Syracuse University, partnered with HootSuite to offer students a full program in social media training; a first-of-its-kind initiative. Students who enroll in the 15-lesson program will be trained in all things social media, including building a social media strategy for business and social media marketing tactics. After completion, they’ll walk away with an Advanced Social Media Strategy Certificate, from HootSuite and Newhouse School.

As a mother and social media professional, I couldn’t be happier to see these kinds of developments in our education system.

Dee Anna is the VP of Marketing at HootSuite. She’s a Marin dweller and passionate about tech and social media.

madmen

Don Draper, by amira_a via Flickr

3. Don Draper, eat your heart out. In 2014, social media ads will explode onto the scene, challenging old ways of advertising.

greg gunn

Greg Gunn, VP of Business Development at HootSuite

Greg Gunn: Mad Men might be on its last legs but social media definitely is not. As such, advertising on major social networks like Facebook and Twitter—called social advertising, or native advertising—is seriously taking off. It’s an industry already worth billions and accelerating fast, expected to hit $11 billion in revenues by 2017.

In 2014, expect social ads to explode onto the advertising scene, and get a lot more attention as they do.

So what’s behind the growing success of social ads besides that they exist on hugely popular platforms like Facebook? For one, they’re proving to be a lot more effective than some traditional forms of advertising, like banner ads. While online banner ads are now pretty much ignored (clicked on 0.2 percent of the time), Promoted Tweets show engagement of one to three percent— up to 15 times better. Native ads can also potentially save advertisers a lot of money and help them build powerful customer communities around their brands.

Finally, social advertising has an especially bright future thanks its close ties to the mobile phone industry: Social ads work better on mobile devices than traditional ads because they take up less space and fit small screens better. Now consider that by the end of 2013, there will be 1.4 billion smartphones on earth, one for every nine people. That’s a lot of hope on the horizon for social advertising. Exciting times.

Greg is the VP of Business Development at HootSuite. He is passionate about partnerships, integrations, basketball and bourbon.

van damme video

4. The next generation is on video—are you ready to meet them there? In 2014, millennials will help fuel a major trend in video sharing on the web.

Jeanette Gibson, VP of Community at HootSuite

Jeanette Gibson, VP of Community at HootSuite

Jeanette Gibson: Currently, 1 in 3 millennials watch mostly online video and no broadcast TV at all. I believe it, because my 12-year-old likes to spend hours on the couch, in front of the TV, on his phone watching videos on YouTube.

Most millennials grew up with online video, so they’re incredibly comfortable with the medium. They also like to create or consume it collaboratively, sharing choice clips with their friends on social networks.

So in 2013, we saw Instagram—now the 2nd most popular social network amongst teens—play into this rising trend, with the launch of its new video capabilities. (Sorry, Vine.)

In 2014, we will see this phenomenon explode further. The signs are all there. Take for example Facebook’s recent failed offer to snatch up Snapchat for a whopping $3 billion. The piping hot social network—which lets users share short video clips (along with text or images) that only last for a few seconds—has a user base that is mostly aged between 13 and 25.

I’m personally very excited about the trend. I love how video has the unique ability to convey a powerful message to viewers, in a way solely text, images or recordings can’t. And because short, shared, online video is so popular amongst younger generations, many brands are also embracing it as a powerful marketing tool. In a recent survey by the Content Marketing Institute, over 73 percent of B2B marketers reported using video as a content marketing tactic.

Consider that by 2020, millennials will comprise half of the US workforce and three-quarters of the global workforce by 2030. It’ll be exciting to see how video further evolves as these digital-savvy, video loving workers begin to take up the reins in businesses.

Interested in using video marketing to tell powerful stories? Read: “10 Tips for Social Video Success

Jeanette is the VP of Community at HootSuite. She loves fun and good humor and everything tech.

HAPPY 5. In 2014, forward-thinking companies will empower their employees with social media.

Ambrosia Humphrey, VP of Talent at HootSuite

Ambrosia Humphrey, VP of Talent at HootSuite

Ambrosia Humphrey:  Social media is already being used by many workplaces to connect with great job candidates and save costs on recruiting.

In 2014, forward-thinking companies will further adopt social media talent strategies to empower their employees to speak up and be better heard at work. How? By encouraging them to connect with each other via networks like Twitter, Facebook, Tumblr, Yammer and more.

For example, at HootSuite, if we notice that 200 people are saying (on one of our internal staff social media channels) that there aren’t enough meeting rooms, we’re going to work to do something about it right then and now. If we can’t, we can have an open conversation on why then. But this isn’t really a new concept. Getting feedback from customers is crucial to good business, why should it be new for your employees to give you real-time feedback? Mirroring your employee experience with your customer experience is essential to success.

Thanks to social media, feedback no longer needs to be a horoscope delivered too late, it’s about active listening for both employee and organizational empowerment and alignment. When employees have a say and can interact with their teammates freely, they undoubtedly feel more connected with the organization and its bigger picture goals. It’s a win-win situation for everyone involved.

In 2014, innovative companies will use social media to gain valuable real-time insight into what’s happening inside their walls, so they can work with their employees to make better business decisions for tomorrow.

Ambrosia is the VP of Talent at HootSuite. She knows music can change lives and is the co-founder of @SingitFwd

Do you agree with these 2014 predictions? Tell us what you think will happen in the social media sphere over the next few years.

This blog post is the fourth in our #ThanksFor5 series leading up to HootSuite’s 5th birthday on November 28th. View post 1 on global growth, post 2 on startup insight, post 3 about our 5 most popular apps, and visit the blog over the next week to see what else we have in store. And thank you for supporting HootSuite these last five years!

The post Top 5 Social Media Predictions for 2014 appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/5-social-media-predictions-2014/feed/ 0 Screen Shot 2013-11-26 at 11.19.52 AM tumblr_m0sohbTXuH1rrd376o1_500 Ryan Holmes LinkedIn Featured image HootSuite CEO Ryan Holmes Screen Shot 2013-11-26 at 11.32.16 AM Dee Anna McPherson Head Shot 150×150 madmen greg gunn headshot Greg Gunn, VP of Business Development at HootSuite van damme video jeanette Jeanette Gibson, VP of Community at HootSuite HAPPY bio-ambrosia-humphrey Ambrosia Humphrey, VP of Talent at HootSuite
How Twitter Saved Us From a Scam: Inside Tangerine’s Social Media Strategy http://blog.hootsuite.com/tangerine-social-media/ http://blog.hootsuite.com/tangerine-social-media/#comments Mon, 22 Apr 2013 17:35:10 +0000 http://blog.hootsuite.com/?p=60034 These days social media crises seem to be popping up all over the business world. You’ve heard the stories: The hostile Twitter takeovers of Burger King and Jeep... Read More

The post How Twitter Saved Us From a Scam: Inside Tangerine’s Social Media Strategy appeared first on Hootsuite Social Media Management.

]]>
ING DIRECT on social

These days social media crises seem to be popping up all over the business world.

You’ve heard the stories: The hostile Twitter takeovers of Burger King and Jeep in March that had the two corporate giants scrambling to regain control of their accounts. The HMV PR catastrophe in February when one disgruntled employee suddenly went rogue on its Twitter account. And more seriously last year, when clothing retailer Francesca’s CFO mistakenly tweeted out highly confidential company information on his personal account. The list goes on. These incidents may be titillating for the public to read about, but for businesses, they can have serious financial—sometimes even legal—consequences. (Francesca’s tweet for example was a violation of long-held SEC regulations, since the company is publicly traded.)

But forward-thinking companies have a secret: While social media can certainly be risky if you don’t take proper precautions, it can also be your number one ally in times of crises.

One such company is Tangerine. The banking brand recently averted a potential PR crisis by harnessing the full potential of social media. How? On the afternoon of April 2, 2013, the company’s social media team received a Tweet from a Twitter user alerting them that somebody was sending out text messages in a phishing scam targeting Tangerine customers. The fake text shouted urgently, guiding recipients to call a provided phone number to “remove restrictions” placed on their credit cards—by disclosing highly confidential banking and personal information.

Tangerine’s social media team and other departments worked together quickly. Internally, the news travelled through the company at lightening speed. The first public service announcement to warn clients was sent out from Tangerine’s social service Twitter account a few minutes after the initial alert, and within the hour a similar mass tweet was sent to all of its major social media channels.

“If we didn’t have social media, we would not have been able to respond with the speed that we did or alert as broad of an audience as quickly as we did,” explains Jaime Stein, Tangerine’s Senior Manager, Social Media. From this crisis Jaime was able to come out with two key takeaways for any business effectively using social media to deal with a crisis situation:

1. Monitor your social media diligently—a single Tweet can mean everything in crisis management. In this case, Tangerine was only able to act as quickly as they did because they were paying attention to what people were saying to them on their social media channels. “We always have somebody actively monitoring conversations, not only directly to us but other conversations in the ecosystem,” says Jaime. “One major advantage we had in this recent crisis situation was this.”

How can you best monitor all of your social media channels at once so you and your team don’t miss a beat? Set up social media streams using HootSuite. For companies, the key to this is also organization-wide accessibility to key data—so consider setting up a social media Command Center. Command Centers help organizations manage crisis situations by enabling them to:

  • Monitor brand mentions, sentiment and influencers from one place.

  • Coordinate social team response across departments.

  • Capture and archive conversations for offline responses.

Find out more, or request a Command Center Demo HERE.

2. Make sure there is a strong social media team in your organization. Educate them to to communicate quickly (both internally and publicly) in crisis situations. It’s all about speed during potential PR disasters. Luckily, social media allows you and your team to move faster than ever before to respond to clients and associates. “With the phishing scam, we had the ability to put out an important announcement to all of our Twitter accounts without sending emails, or phoning each other across the organization to say ‘By the way this is happening,’” explains Jaime. “This is because we have such an engaged team of people across the country in social media. That really helped. We currently have 40 to 50 people plugged into HootSuite and they’re constantly engaged and active on social media.” Educate your organization’s social media team and prepare them for emergencies.

ING 2

When life gives you lemons, make lemonade. That’s what the social media team at Tangerine believes. According to Jaime, as risky as social media can be in businesses, it can be just as beneficial: “How you handle bad situations will be what matters most,” he asserts. And this principle trickles from the top down at Tangerine. “From 5 years ago to today, there’s a clear acknowledgement among leaders that this is something that’s really important and that they need to invest time and money in,” the company’s CEO Peter Aceto told us recently.

 

Interested in how Social Media can help your enterprise? Visit our HootSuite Enterprise site and ask for a demo.

The post How Twitter Saved Us From a Scam: Inside Tangerine’s Social Media Strategy appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/tangerine-social-media/feed/ 0 ING DIRECT on social ING 2
Social Media Tips For High-End Retailers: Inside the Strategy of Herman Miller http://blog.hootsuite.com/herman-miller-social-strategy/ http://blog.hootsuite.com/herman-miller-social-strategy/#comments Wed, 13 Mar 2013 12:50:38 +0000 http://blog.hootsuite.com/?p=40035 You’re working for a 100-year-old company that sells some of the most iconic high-end furniture designs of all time. How do you reach out to your fans and... Read More

The post Social Media Tips For High-End Retailers: Inside the Strategy of Herman Miller appeared first on Hootsuite Social Media Management.

]]>
Herman Miller Office

You’re working for a 100-year-old company that sells some of the most iconic high-end furniture designs of all time. How do you reach out to your fans and clients on Twitter and Facebook?

Well, for one, you might not abbreviate: No LOLs, BRBs, or ttyls.

At least that’s a rule Ron Reeves follows on the job. Ron is the public relations and social strategist at Herman Miller—a HootSuite customer and one of the world’s most prestigious and well-known furniture companies. And since 2011 he’s been leading Herman Miller’s social media strategy and managing all of their five social channels, including Twitter, Facebook, Pinterest, LinkedIn, and YouTube.

But interestingly, Herman Miller’s overall strategy is less about restrictions and more about being widely accessible. The focus is on creating and sharing fun, light-hearted content that reflects the passion and knowledge of its fans and clients. We asked Ron to elaborate on this a bit more, and also share with us some of his key tips for a ‘sophisticated’ social media strategy:

Ulara Nakagawa: What are the benefits of social media for a brand like Herman Miller?

Ron Reeves: Social media makes us more accessible. Anyone can get in on social media, whether you have a living room full of Herman Miller or you’re on a strict budget and looking to get your first piece. What’s great for us is, more than any other outlet, social media offers us a chance to really connect in a one-on-one way with so many people. That opens up a lot of doors. So social media is a great tool for reaching new people and for engaging with already-existing fans and customers in more meaningful ways.

UN: Can you give us some examples of how you create these engaging and meaningful moments using social media?

RR: Sure. One way is through monitoring social media and engaging people based on what they’re saying about your brand. So for example, let’s say somebody out there wants a great work chair but is looking for a something less expensive than an Aeron. They’re on Twitter asking for suggestions. I can spot that Tweet and jump right in and recommend a lower-priced chair that still has all of the ergonomic performance and even the same 12-year warranty that you would expect from Herman Miller, but for only $400. So offering people solutions they didn’t realize were there is something that social media allows. Also, a lot of times people don’t realize certain products they are talking about are Herman Miller, so for brand awareness there’s a lot value in these sort of one-on-one encounters.

Another kind of engagement social allows is to help us find and then jump into negative conversations that we weren’t necessarily supposed to be a part of. Taking an unhappy or lost customer and flipping their problem into a really positive experience is a great, and meaningful engagement.

Herman Miller Tweet - cropped

UN: What kinds of people do you target through your social media messaging?

RR: What’s unique about that for Herman Miller is we have such a legacy in mid-century modern design. You might say we have higher-end clients, but we actually have customers from a massive range of demographics. So I think that’s an interesting question for us. In general, our audience consists of a lot of creative people like architects, designers, and often just passionate fans of mid-century modern. It’s a very impressive group from a knowledge standpoint, they really know the designs and the history. So to put it simply, we speak to a wide audience that is passionate and educated. It’s a great place to be.

Ron Reeves’ 4 Tips for a Sophisticated Social Media Strategy:

1. Come up with a styleguide of simple rules. Make sure it’s in line with your brand. At Herman Miller, we want to have a consistent voice across all of our digital channels. We speak in first person, use complete sentences, proper grammar, and only abbreviate numbers or the word “and” if absolutely necessary. We do not use w/, b/c, JK, LOL, or TTYL—that’s just not our style. The idea behind these rules is to avoid the implicit messages that we are too casual. Immature language could send the wrong messages about our brand. There’s not a right or wrong way, but you want to be very thoughtful about it. Also, when we post content on social networks we want to make sure that it’s consistent with our brand whether that’s high-quality photos, furniture, or graphics, or something that’s just unique or cool.

Herman Miller's Ron Reeves

Herman Miller’s Ron Reeves

2. Don’t be blinded by social media trends. This is similar to the above rule, but it’s more about going deeper into considering how your social media presence reflects your brand’s culture and values. How are we saying what we’re saying? What’s the tone? How is the tweet or Facebook post written? These are the sorts of questions we are constantly asking ourselves at Herman Miller. So for example, (although it’s tempting at times), we’ve come to avoid pop culture references. Another example might be Oreo’s Super Bowl tweet. That was genius, but would never be Herman Miller. What works for Oreo is not going to work for us. Sure we want to be creative and push the envelope but we need to be thoughtful and make sure it works for our audience.

3. Offer value to your followers. With the market we’re in it’s extremely important to offer value to our fans. Giant consumer brands like Coca-Cola, Starbucks, and Ford have massive followings on social media (in the millions). Obviously they have outstanding social strategies that have been very effective, but their social messaging can also be more about them and their products because so many people can relate. Think about how many people have had a Coke at least once in their life.

We have a large fan base but not quite that big. Of course, we talk about our designs, history, and promotions, but we also emphasize common interests that we share with our fans. Things like architecture, sustainability, non-furniture design, photography, etc. We don’t want to just talk about ourselves, and that’s a strategic decision that reflects our company values. Sharing valuable content around common passions not only allows us to connect with our current followers, but it also humanizes our brand and makes us more accessible to new fans.

4. Listen to what people are saying about your brand. Then embrace opportunities to engage. By regularly and efficiently monitoring keywords using a social media management dashboard like HootSuite, you can ‘listen’ to online conversations happening about your products or your brands in real time. These can be great opportunities for quality engagement. Set up streams with keywords so you are constantly ready when these doors open. Also, don’t miss out because you’re away from your desk or out of the office. Do it all on the go, by having your social media dashboard synced up to your mobile device.

Want to know more about monitoring keywords using HootSuite? See our HootTips on Quick Search and setting up Streams within HootSuite.

Looking for more on social for the retail industry? See HootSuite’s Social Retail Kit.

The post Social Media Tips For High-End Retailers: Inside the Strategy of Herman Miller appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/herman-miller-social-strategy/feed/ 10 Herman Miller Office Herman Miller Tweet – cropped Ron Reeves headshot Herman Miller's Ron Reeves
The Benefits of Social CRM http://blog.hootsuite.com/the-benefits-of-social-crm/ http://blog.hootsuite.com/the-benefits-of-social-crm/#comments Wed, 23 Jan 2013 16:50:34 +0000 http://blog.hootsuite.com/?p=36272 Do you still decide which product to buy based on what a salesperson tells you? Or do you increasingly find yourself turning to online reviews and forums, and... Read More

The post The Benefits of Social CRM appeared first on Hootsuite Social Media Management.

]]>
Jon Ferrara

Nimble CEO, Jon Ferrara

Do you still decide which product to buy based on what a salesperson tells you? Or do you increasingly find yourself turning to online reviews and forums, and even social networks like Facebook, instead?

Social networking and the Internet have transformed consumer behavior.

So how can companies best thrive in this new business climate? We recently interviewed Jon Ferrara, CEO of Nimble, on the subject. Ferrara has over two decades of experience in Customer Relationship Management (CRM) and believes that the emerging practice of Social CRM (and organization-wide collaboration) is the key to happier customers…and better bottom lines.

HootSuite recently added Nimble to its platform, in its first social CRM App Directory integration. To try it out, log into HootSuite and install Nimble by clicking below:

Try It Now

 

HootSuite: What exactly is Social CRM?

Jon Ferrara: Social CRM are a series of tools that empower a company to more effectively engage with their customers to enable them to become a social business.

HS:  And why is it so important for companies today to become social businesses?

JF: We live in a world where customers fast-forward through TV commercials. They make decisions by having conversations amongst themselves. Then, they contact the company—to whatever channel or department they want—and expect an authentic and relevant response, in a timely fashion.

So if you want to actually get connected with prospects and customers you need to go where they’re having the conversations. To derive revenue from prospects and customers you need to find out where they’re having conversations and get involved in those conversations so that when they do make the decision they think of you. Social CRM allows you to do this most effectively as an organization.

HS: How exactly?

JF: Social CRM tools (like my product Nimble) basically gives all team members of an organization—not just salespeople and community managers—access to a comprehensive database that has relevant information on customers or potential customers. They can use this information to their advantage to have more authentic and relevant conversations with their customers.

In order for a company to function effectively today in the social business world, they need to have their key customer facing team members in sales, marketing customer service, product, and especially in the c-level executives all participating in the conversation.

These are the questions that employees should be asking whenever they touch a client: How are we connected? Who on my team is connected? What has been said? What has been done? What needs to be done?

A Social CRM tool like Nimble will provide all of these answers immediately, and facilitate higher quality client engagement.

HS: Could you give us a real-world example to to illustrate the process?

JF:  Ok. So today, your company is silos of information. You and your co-workers use Gmail, Twitter, Facebook, Google+ and LinkedIn and Salesforce and nobody has connections across any of those things.

What a Social CRM tool like Nimble can do is automatically bring together all contacts, any direct or indirect communications, any scheduled activities like calls or meetings, any mentions on Twitter, and much more…all into a single company record. So when you bring up a client’s record, you have a complete view of who this person is, who they’re connected to at your company, what conversations or transactions are occurring or have occurred.

It does this by unique identifiers in the recipient. So basically if you sent me an email, in my record in Nimble at your corporate office, that email is in there. Any email that is sent by any team member at your company to Jon Ferrara gets recorded in the Jon Ferrara record. Any direct message or mention that occurs in Twitter, any Facebook message, any Linkedin connection, basically any contact that occurs across any of these channels is automatically linked to Jon Ferrara as well as who did it. You can go and view any record in Nimble and see anybody in my team who has ever touched that contact. You can even go and view the complete conversation history.

It boils down to having context to contacts so that the whole company is always kept in the loop. This empowers team members across the board to provide better customer engagement and experiences …without having to do all of the tedious legwork of logging and recording everything all the time.

Nimble in HootSuite

Nimble in the HootSuite dashboard.

HS: What is the best part about Nimble’s recent integration into the HootSuite dashboard?

JF: The best part about it is that I love the wide view that HootSuite provides me of the various streams that i’m ‘listening’ to. Also, the integration with HootSuite allows me to tie conversations to the contacts that I’m having them with, so that my team and I have a single record to see all of the conversations and activities and are able to then schedule the follow-up necessary in order to nurture that relationship.

Being able to see all the conversations that you or your team members have ever had (direct or indirect) across any social channel within that window, is tremendously powerful.

Learn more about how to use Nimble in the HootSuite dashboard here.

Try Nimble in the HootSuite dashboard today and start collaborating more effectively:

Try It Now

The post The Benefits of Social CRM appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/the-benefits-of-social-crm/feed/ 0 Jon Ferrara – Featured tryitnow-button Nimble in HootSuite tryitnow-button
Social Media for a Cause: An Interview With Jenni Hogan http://blog.hootsuite.com/social-media-jenni-hogan/ http://blog.hootsuite.com/social-media-jenni-hogan/#comments Wed, 05 Dec 2012 13:50:10 +0000 http://blog.hootsuite.com/?p=34552 Meet Jenni Hogan, tech-savvy news anchor at KIRO 7 EyeWitness News in Seattle. Over the past few years, she’s learned how to harness the power of social media... Read More

The post Social Media for a Cause: An Interview With Jenni Hogan appeared first on Hootsuite Social Media Management.

]]>
Jenni Hogan Profile

Kiro 7’s @JenniHogan

Meet Jenni Hogan, tech-savvy news anchor at KIRO 7 EyeWitness News in Seattle. Over the past few years, she’s learned how to harness the power of social media and her own celebrity to promote a worthy cause.

In 2010, Jenni debuted, “The KIRO 7 Mobile Tweetup with Jenni Hogan,” which broke new ground as a TV news program that fuses social media outreach with local causes. The show, which Jenni both produces and hosts, has been an overwhelming success, winning an Emmy and getting her nominated for a Shorty Award.

Now into its third year, the mobile tweetups have generated more than 75,000 items for babies and 6 truckloads of toys for kids benefiting Toys For Tots. And the most recent summer tweetup raised over $11,000 in donations in just three hours, to help support early cancer detection research.

We recently interviewed Jenni to get more insight into her professional social media journey to-date. In part one of our interview today, she talks about how she uses social media to pay it forward and engage her community around a cause. Keep an eye out for part two of the interview where we explore the ways social media is changing news broadcasting.

HootSuite: How did you come up with the idea of using social media for promoting charitable causes?

Jenni Hogan: Traditionally the Toys for Tots campaign in December would be advertised on TV and then people would come and fill up our lobby with toys. But in the winter of 2010, the lobby was empty, likely due to the rocky economy. We had more kids than ever who needed toys in the Pacific Northwest. Michael Fox, our online web reporter, suggested we go shopping for toys and film it—then put the video online to encourage others to do the same. I thought, maybe I can spend my two hours of shopping time doing something even more productive. So we came up with the idea of a mobile tweetup, where I could encourage my whole community to go shopping instead.

HS: Did you meet any resistance bringing such a new concept to the network?

JH: I’m very lucky. There was one word my boss said when I told him this idea. I walked in his office and said, “We’re going to get a camera, sit in the car and drive around. And we’re going to tweet and Facebook it all.” And he replied: “Yes.” And I remember that and still thank him for it because it’s really easy to say no to new ideas. Having a company say yes, or the people who have the power to give you the resources to make your ideas a reality makes all the difference. And not being scared for it to fail—to be open to trying it.

I’d like to encourage bosses everywhere to be open to ideas and to try them and not be scared to fail. It empowers employees to be entrepreneurial.

HS: How does it feel to be able to give back in this way…on the job?

JH: It’s amazing. Most importantly, it’s so rewarding to connect the online community to a cause in such an easy way—by letting them just do one action online and showing them how powerful their voice is on social media. Through one tweet they can help raise awareness for causes or by simply clicking on a link.

It’s not just about me and my face and my social media. It’s about using myself to be the platform and connect the cause and connect the community and to give them a voice within a 2-hour period and it’s pretty cool to see the results of that.

Jenni Hogan

Jenni Hogan on the job – image via jennihogan.com

HS: So you believe social media can be a widespread force of good? 

JH: If you’re on social media every day, you get to know how generous the social media community is. And by generous, I mean by using their voices. They’ll tweet for you if it’s something they’re passionate about. Or they’ll put a Facebook post out there. It’s just one action you can multiply it by a lot of people, and this can be really powerful.

I think this pay-it-forward mentality really goes well with a charity or a cause because instead of people writing back to me and saying thank you Jenni, they are spending their action on paying it forward and telling their friends.

HS: What tools do you use to make your social media management work best for these kinds of initiatives? 

JH: If you really want to be a community builder and give back, I think HootSuite is a great tool to have on your side, because it lets you listen to and discover what’s going on with your community at any given time. (Stay tuned for more on this topic in part two of this interview, in which Jenni will talk about how social media is revolutionizing traditional news broadcasting.)

Follow Jenni Hogan on Twitter @jennihogan

The post Social Media for a Cause: An Interview With Jenni Hogan appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/social-media-jenni-hogan/feed/ 4 Jenni Hogan Profile Jenni Hogan Jenni Hogan on the job - image via jennihogan.com
NeedTagger: A Customer Search Engine For Your Twitter Strategy http://blog.hootsuite.com/needtagger-in-hootsuite/ http://blog.hootsuite.com/needtagger-in-hootsuite/#comments Fri, 16 Nov 2012 21:50:04 +0000 http://blog.hootsuite.com/?p=33600 If you’re in the business of selling something, you might want to try out NeedTagger. It’s integrated with HootSuite, takes 5 minutes to set up and is free... Read More

The post NeedTagger: A Customer Search Engine For Your Twitter Strategy appeared first on Hootsuite Social Media Management.

]]>
NeedTagger logo If you’re in the business of selling something, you might want to try out NeedTagger. It’s integrated with HootSuite, takes 5 minutes to set up and is free to sign up.

Launched in early 2012, the Florida-based company was born from the ambitious goal of bringing merchants and customers together by using social media in a revolutionary new way. Enlisting the help of a unique technology to comb the internet, NeedTagger aims to help businesses zero in on tightly defined target markets based on the most important factor: customer voices. Armed with the right information, merchants can then reach out and target potential clients in ways that were never possible before.

How does it work? Watch this video:

“We connect you with people who are talking about your business–whatever industry you’re in,” explains NeedTagger CEO Vernon Niven. “The service mines Twitter for people who are talking about and need your stuff. And it’s really that simple. NeedTagger is the only tool of its kind that is free (via HootSuite) and real-time.”

Vernon Niven, NeedTagger CEO

NeedTagger CEO Vernon Niven

Niven also attests to very high engagement rates for his clients: “Click-through rates (CTR) on messages sent from NeedTagger can reach up to 80%. In contrast, the average engagement rate for a shared link or a sponsored message on Twitter is typically less than 1%,” he shares.

Whatever industry you are in, NeedTagger can lead you to people on Twitter who most need and talk about your specific type of offering.

Interested in incoporating NeedTagger into your social media strategy today? Click the button below to visit the HootSuite App Directory, and give it a try.

Visit the App Directory

The post NeedTagger: A Customer Search Engine For Your Twitter Strategy appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/needtagger-in-hootsuite/feed/ 2 NeedTagger: A Customer Search Engine For Your Twitter Strategy If you’re in the business of selling something, you might want to try out NeedTagger. It’s on HootSuite, takes 5 minutes to set up and is free to try. Product News,NeedTagger NeedTagger logo Vernon Niven, NeedTagger CEO NeedTagger CEO Vernon Niven Visit the App Directory
How to Follow Richard Branson, Barack Obama and…Ryan Holmes on LinkedIn http://blog.hootsuite.com/how-to-follow-on-linkedin/ http://blog.hootsuite.com/how-to-follow-on-linkedin/#comments Thu, 15 Nov 2012 08:20:57 +0000 http://blog.hootsuite.com/?p=33496 If you’ve ever wanted to crawl inside the mind of a very successful person, LinkedIn could be your new favorite hangout. Last month, the professional social network launched... Read More

The post How to Follow Richard Branson, Barack Obama and…Ryan Holmes on LinkedIn appeared first on Hootsuite Social Media Management.

]]>
Who To Follow on LinkedIn - Most FollowedIf you’ve ever wanted to crawl inside the mind of a very successful person, LinkedIn could be your new favorite hangout.

Last month, the professional social network launched a brand new offering that allows its members to choose from and follow 150 specially-selected influencers from around the globe. The elite group of luminaries include CEOs of top global companies, country leaders like Barack Obama, educators, industry experts and others (including HootSuite CEO Ryan Holmes), who regularly post their advice and insights for you to read, share, and comment on.

Although some called the move a “celebrity-endorsed stunt” or an attempt to catch up in popularity to social networks like Facebook, it seems the initiative is quickly gathering steam. In just the first few weeks following the launch, over 4 million people have followed these influencers, who have already collectively posted hundreds of original thought-leadership pieces. Virgin Group CEO Richard Branson alone has accumulated nearly 1 million followers. Meanwhile, a host of new contributors have also been added to the panel.

And what kinds of topics are having the biggest impact?  A recent roundup by LinkedIn staff highlighted some of the most-shared posts to date in Europe:

How can you find and follow your favorite thought-leaders on LinkedIn?

Here are 3 simple ways:

Who To Follow on LinkedIn - Most Followed

 

1. From the main thought-leaders page: After you’ve logged into your LinkedIn account, go to the ‘Who To Follow’ thought-leaders main page. From here, you can filter people by categories such as ‘Recently Added’ or ‘Alphabetical’ (Hint: If you leave it on the default ‘Most Followed’ category, Ryan Holmes will be on the first page.) Just click the ‘+ Follow’ button under profile picture of the thought-leader you want to follow.

 

Follow Ryan From Story

 

2. From a thought-leader’s specific post: When you click into a specific story, you’ll see the author’s name at the right and an option to follow him or her. If you’re already following him you’ll see that in gray. But if you’re not, it will give you the option to follow.

 

Follow Ryan from his Profile

 

3. From a thought-leader’s LinkedIn profile. If you end up on a thought-leader’s actual LinkedIn profile page, you’ll see a noticeable ‘Follow’ button to the right of his or her profile picture. If you are already following the person, it will say ‘Following.’

 

It’s time to start crawling. Start following some of the successful people in the world, and get exclusive access to their unique insights, knowledge, advice, in a whole new way.

The post How to Follow Richard Branson, Barack Obama and…Ryan Holmes on LinkedIn appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/how-to-follow-on-linkedin/feed/ 2 Who To Follow on LinkedIn – Most Followed Most Followed Page – LinkedIn Follow Ryan From Story Follow Ryan from his Profile
2012 Social Media Report Card: HootSuite Ranked #1 Tool for Twitter http://blog.hootsuite.com/hootsuite-ranked-1-tool/ http://blog.hootsuite.com/hootsuite-ranked-1-tool/#comments Thu, 01 Nov 2012 15:50:59 +0000 http://blog.hootsuite.com/?p=32688 Brandwatch—the global social media monitoring firm—has just published a comprehensive study that delves deeper into the current state of Twitter. The report details how 258 of the world’s... Read More

The post 2012 Social Media Report Card: HootSuite Ranked #1 Tool for Twitter appeared first on Hootsuite Social Media Management.

]]>
Brandwatch Twitter Report 2012

Brandwatch—the global social media monitoring firm—has just published a comprehensive study that delves deeper into the current state of Twitter.

The report details how 258 of the world’s leading brands are using Twitter in 2012, from the type of activity they are undertaking to the particular tool they are using for publication.

What does it reveal?

  • HootSuite is soaring high in the Twitterverse. After Twitter’s own interface, HootSuite is the most popular tool for businesses managing their social media. The study reveals that while many brands are leaving platforms like TweetDeck and CoTweet, HootSuite has emerged as the leading social media management tool. In fact, according to this study, HootSuite has grown 53% in usership over the past year alone. (TweetDeck is -42%, CoTweet -60%) [clear]                                                                             Brandwatch 2012 Report on Twitter - Graph
  • If your business isn’t on Twitter, it should be. Of the 258 businesses surveyed, only 9% DON’T use Twitter. And that number is progressively shrinking. Even for executives who were initially non-believers, social media has become serious business. More than 80 percent of executives now believe their brands can get more sales and bigger market share by using social media, according to a 2012 report from the Economist Intelligence Unit.
  • Twitter lets companies take customer service to a whole new level. 75% of companies use their Twitter accounts both to broadcast and to engage with their audiences. And more and more businesses are using multiple Twitter accounts to interact with their followers. Take Britain’s National Rail, for example, which now has a whopping 27 Twitter accounts. The reason: Companies are realizing the advantages of using unique channels to engage different demographics.

Listen more effectively, and learn to respond to your customers so your brand isn’t lost in the noise of the social web. Read this Info Sheet for tips on how.

  • More isn’t necessarily better? Brand accounts are tweeting notably less frequently than they did in 2011. In 2011, half of the 258 monitored brands tweeted fewer than 19 times per week. In 2012, half tweeted fewer than 7 times a week. Rather than inundating followers with dozens of daily tweets, companies are sending out fewer, more fine-tuned messages to specific demographics.  In other words, applying Twitter is increasingly a science, involving precision analytics and targeting.

What can we learn from these findings?

To maintain a successful brand presence, you should definitely be on Twitter. Engage with your audience using multiple accounts targeted at distinct demographics, instead of using a shotgun approach and blasting everyone with the same content.  And take advantage of analytics to decide who to tweet, when to tweet and what content resonates with your followers.

Most importantly, if you haven’t tried HootSuite yet, it might be time to do so. The data speaks for itself. With one tool, you can manage all your social accounts from one dashboard, schedule Tweets and updates in advance, get instant analytical feedback and more.

See HootSuite plans, FAQ, and more here. Sign up for a free account.

The post 2012 Social Media Report Card: HootSuite Ranked #1 Tool for Twitter appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/hootsuite-ranked-1-tool/feed/ 5 Brandwatch Twitter Report 2012 Brandwatch 2012 Report on Twitter – Graph
How Social Media Can Help During a Crisis: Entergy, HootSuite, and Hurricane Isaac http://blog.hootsuite.com/social-media-during-a-crisis/ http://blog.hootsuite.com/social-media-during-a-crisis/#comments Fri, 19 Oct 2012 12:50:56 +0000 http://blog.hootsuite.com/?p=31845 On Sunday August 26, 2012, Governor Bobby Jindal declared an official state of emergency for Louisiana as Hurricane Isaac, a slow-moving tropical cyclone approached the state. At the... Read More

The post How Social Media Can Help During a Crisis: Entergy, HootSuite, and Hurricane Isaac appeared first on Hootsuite Social Media Management.

]]>
Hurricane Isaac

Hurricane Isaac struck the Gulf Coast of the United States in late August.

On Sunday August 26, 2012, Governor Bobby Jindal declared an official state of emergency for Louisiana as Hurricane Isaac, a slow-moving tropical cyclone approached the state. At the time Isaac had already left a trail of destruction in the Caribbean, including a devastating flooding that killed 24 people.

By Thursday August 30, waist-high water levels, thousands of evacuations and nearly one million homes and businesses across the state with no power were being reported by the media.

Social Media’s Big Moment

With hundreds of thousands of clients without power, how was Entergy, the primary energy provider in the region, dealing with the crisis?

For the first time in the Fortune 500 company’s nearly 100-year history, it was using social media as a primary means to stay in touch with thousands of people throughout the storm.

We spoke to Entergy’s Manager of Social Media & Digital Communications Strategy, Alex Schott for more on the topic. Schott shares the unique way in which he and his team used HootSuite to keep connected to people during the crisis.

An Interview with Entergy’s Manager of Social Media

Alex Schott

Entergy Social Media Manager Alex Schott.

HootSuite: How did you prepare for the approach of the hurricane?

Alex Schott: Two days before the storm hit, we were monitoring the conversations about it, which at the time were mainly focused on the unknown: “Is this storm going to take the path it’s taking?” “Do we need to evacuate?”

The growing sentiment was that since there wasn’t a mandatory evacuation people were fearing the unknown. So with the aid of social media channels, we were pushing out storm preparation tips, guides, and just letting people know about how we restore power, what to expect and reiterating media information like, “Please stay away from downed power lines.”

HS: And how exactly were your social media channels set up in the office?

AS: We had basically 3 big screens and an iPad. I had HootSuite with about 4 or 5 columns going, monitoring what people were saying, what our accounts were doing, and then all of the news stations that were tracking the storm and the hashtag #Isaac because obviously it dominated the conversation going on down here. And the day before the storm hit we started to see that conversation really ramp up.

HS: How was this all very different from the way you’ve managed crises in the past?

AS: Gone are the days when customers have the patience to call in during times of crisis. Waiting to get through to a live person when traditional channels are jammed with thousands doesn’t make sense when they can just log into Facebook or Twitter instead. People now want to connect with you on those channels when they have no idea what’s going on. They don’t want to email you a problem either. So there was a lot of conversations that I had one on one with people who were so appreciative because they couldn’t get through on the phone line but they could talk to me almost in real-time via Facebook, for instance.

Hurricane Isaac

HS: How is social media in general being regarded by a big, established corporation like Entergy?

AS: The tides probably started turning very recently. It has been a bit of a struggle…it’s new. Even for people who work within the communications world, you’re used to doing things a certain way, and from a corporate standpoint. The idea of social media I think scares the heck out of everybody because it’s releasing control, it’s being very transparent—not to say that companies don’t want to be transparent—but it’s a different philosophy.

The hurricane was a perfect example of why social media is not CB radio. So now in a company like ours, it’s pulling in departments other than communications: customer service, marketing, HR—it’s just like this footprint that keeps going and we’re trying in an organized and efficient fashion to keep up with the expectations of our audience while also growing it from within a company that has been around for almost 100 years.

Image, intersection in hurricane: US Army

Keep an eye out next week for ‘4 Reasons Why HootSuite Worked for Entergy during Hurricane Isaac’.

HootSuite helps corporations conduct crisis simulations. Test your company’s ability to react using social media during a disaster. If you’d like to know more, contact the HootSuite Enterprise team using this form.

The post How Social Media Can Help During a Crisis: Entergy, HootSuite, and Hurricane Isaac appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/social-media-during-a-crisis/feed/ 4 Hurricane Isaac Alex Schott Entergy Social Media Manager Alex Schott. Entergy Tweet
Ryan Holmes Chosen To Be a LinkedIn Influencer http://blog.hootsuite.com/ryan-homes-linkedin/ http://blog.hootsuite.com/ryan-homes-linkedin/#comments Tue, 09 Oct 2012 12:50:07 +0000 http://blog.hootsuite.com/?p=30701 If you’re one of 175 million people around the world with a LinkedIn account, you probably mostly use it for professional purposes, to connect with and stay in... Read More

The post Ryan Holmes Chosen To Be a LinkedIn Influencer appeared first on Hootsuite Social Media Management.

]]>
Ryan Holmes TEDxSFU

Ryan Holmes speaks at TEDxSFU

If you’re one of 175 million people around the world with a LinkedIn account, you probably mostly use it for professional purposes, to connect with and stay in touch with people in your industry.

Now you might get some more value out of your membership. The grown-ups’ social network is upping its game, aiming to take online professional resources to a new level. A new program will allow you to pick and choose from a list of 150 global and industry-leading thought-leaders to follow. The benefits? By following, you can now regularly read what they’re saying, like and comment directly on their posts, and more.

Influential Luminaries

Barack Obama. Arianna Huffington. Deepak Chopra. Virgin Group Founder Richard Branson. World Bank President Dr. Jim Yong Kim. This is just a small sample of the 150 names that have been specially selected by LinkedIn to share their unique insights, knowledge and advice with their followers.

Joining the list of influential luminaries is HootSuite CEO Ryan Holmes. You can read his latest posts on theINfluencer blog that is part of the new program: Back To School: Why Social Media Should Be On the University Curriculum, and Are You Leaving $1.3 Trillion On the Table? Why Fortune 500 Companies Are Racing to Social Media and follow him from there, or find him on the list of thought-leaders here.

(Image: TEDXSFU)

The post Ryan Holmes Chosen To Be a LinkedIn Influencer appeared first on Hootsuite Social Media Management.

]]>
http://blog.hootsuite.com/ryan-homes-linkedin/feed/ 10 Ryan Holmes TEDxSFU Ryan Holmes speaks at TEDxSFU