Presentation on practical implementation of social media for businesses Note: In 2010 we changed our company name from Uptown Uncorked to Magnitude Media to better reflect the variety of clients we serve.

1. Practical Social Media For Business
October 2010, Accelerate Maine
Presented by Leslie Poston, Magnitude Media

2. Overview
Working With Outside The Box Tools
Social Accounting
Social Law
Social Health
Social Customer Service
Social Back Office
Metrics, Measurement, ROI
Social BusinessToolbox

3. The Tools Aren’t New.
Just Different.

4. JAN 16 1978
This was the day that social networking was born.
All of today’s social networks are descendants of
CBBS (Computerized Bulletin Board System),
created in two weeks by Ward Christensen and
Randy Suess. It enabled members of the Chicago
Area Computer Hobbyists Exchange to post and
view notices on an electronic bulletin board,
effectively becoming the world’s first on-line
community.
Research study: “Social Network Hierarchies and
their Impact on Business”
Sample: 2322 persons ages 6-54

5. “Thinking Outside The Box”
At some point you have to be able
to bring it back in the box for your company
to succeed with these new tools and techniques.

6. Social Media is to the office today
What Lotus was to the office years ago
Just another tool to master

7. Leave “Social” Stumbling
Blocks Behind
Think: ADAPTIVE MEDIA

8. FLEX
Your Day to Day
Business

9. Leave Silos Behind

10. Fluid & Open
Infrastructure

11. Email

12. ✓ Invert your sales funnel
✓ Use opt in value such as
newsletters to create evangelists
✓ Give before you ask

13. Retention practices
+ value
= positive emotional branding

15. ✓ Your blog is the first touchpoint for
interaction with your customer and potential
customer that you OWN
✓ Your blog should be the heart of your
website
✓ Your website should be the hub for all of
your social spokes

16. Thanks to openlearn.open.ac.uk for the images

17. Competitive
Intelligence

18. • LinkedIn • Yelp • Compete
• Twitter • Location • Alerts
• Search • Blogs • Reader
• Facebook • Ratings • Comments

19. Inside The Office

20. ✓ LinkedIn
- helps the firm understand the relationships among its own people and
those in other organizations.
-helps the firm keep up with issues employees may be concerned about
✓ Yammer
-incorporates expense reports, communication, project items, customer
support and more
✓ Instant Message
-streamline responses, eliminate time wasted tracking each other down,
paper trail
✓ Collaborative Project Management (Basecamp) or Agile Project
Management (PivotalTracker)

21. Human Resources

22. ✓ Hire 2.0
✓ Policy
✓ Guidelines
✓ Privacy

23. Front Office

24. ✓ Triage - ER wait times
✓ Dispatch - Road Closures
✓ Reception - Social Scheduling Tools
✓ Virtual Office
✓ Flexible Time

26. • Bantam Live (Twitter plus CRM)
• 71% claim reviews from family members or friends exert a "great deal" or "fair
amount" of influence on purchases - harness social web influence/trust -
Harris Poll
• 53% of people on Twitter recommend companies and/or products in their
Tweets, with 48% of them delivering on their intention to buy the product. -
ROI Research for Performance, June 2010
• Nearly two-thirds (64%) of the UK population have researched products/
services online within the last 3 months. - European Commission 2010
• Rubbermaid found that, when they add reviews to their free-standing inserts
(which are mailed/put in newspapers), conversion for the coupons increases
by 10%. This is proof that reviews impact offline advertising and in-store
behavior. - Rubbermaid Case Study, April 2010.)
• Giving shoppers the ability to sort products within a category by customer
rating led to a sales increase of 41% per unique visitor. - PETCO, June 2007

27. By 2020, 84% of marketers agree that building customer trust will become
marketing’s primary objective, and 82% agree that collaboration with
customers will prevail over marketing.
~1to1 Media survey of the 1to1 Xchange panel, April 2008
I would argue that this day is already here

28. Customer Service

29. The Customer Is NOT
Always Right
(but how you treat them still matters)

30. • Cross Train
• Checkpoints
• Sometimes,
Answer = No
• Follow Through
• Follow Up

31. Toolbox

32. Productivity
✓ Huddle ✓ Cloud Storage
✓ Basecamp ✓ Teamwork PM
✓ Zoho ✓ Reader
✓ DeskAway ✓ CollectiveX
✓ Doodle ✓ MindMeister
✓ Google Docs ✓ Prezi

33. Accounting

34. Small Business or Freelancer
Large Company
Freshbooks Q &A
Xpensr Polling
Mint Controlled Advice
Shared Spreadsheets Outreach
Online Payment

35. Law

36. If you are a lawyer, and you have not yet
started learning everything you can about
social media so you can practice law in a
social age, you are behind.
You are behind law students who are ahead
of you.
You are behind lawyers who are already
teaching people the ropes.

37. Back Office
Online Portal for Deliverables
PDF Replace Tear Sheets
Online Billing
Online Payment
CRM Apps
Monitoring Tools
Virtual Teams

38. Metrics
• If you want to change behaviors you first
must measure them
• Goal setting is key
• Peer pressure element of social media
helps success in office use
• SEO/SMO
• Social Media Arcs

39. • Sales
• Customers
• Leads
• Interest ROI
• Reservations
• Merchandise
• Bookings
• Make it all trackable
(hashtags, keywords, embedded code, QR
codes, location, more)

40. (Q&A Session)

41. Leslie Poston, Magnitude Media
@leslie or @magnitudemedia on Twitter
800•501•4049 phone | 928•438•5038 fax
leslie@magnitudemedia.net
Co-Author: Twitter for Dummies (Wiley, 2009+)
Contributor: Social Media ProBook (Eloqua)
Author: Grande Guide to Social Advertising (Eloqua)
Author: Social Media Metrics for Dummies (Wiley, 2012)
If you enjoyed my presentation, won’t you recommend me on LinkedIn?
http://linkedin.com/in/leslieposton
Connect with Magnitude Media’s pages also:
http://www.linkedin.com/company/magnitude-media
http://facebook.com/magnitudemedia
http://magnitudemedia.net
©Leslie Poston, All Rights Reserved