Twitter is here to stay and is quickly redefining how your customers and stakeholders interact online. How can you leverage the power of this microblogging platform to improve customer service, manage IT crises and build your brand? In this interactive Lunch+Learn Webinar, you'll get a step-by-step breakdown of how the Twitter service works and how to get started using it. Moreover, you'll be able to engage with industry experts on best practices, case studies and pitfalls to avoid. Attend this one-hour Webinar to learn: * The Twitter basics and relevant software tools to drive a corporate Twitter strategy Guidelines for creating Twitter policies, and the consequences if you don't. * the case of Fake Stephen Conroy * How to support customers in 140 characters or less: the experiences of Macquarie Telecom and Net Registry * And more...

1. Twitter for IT Managers ‐ Basics and Beyond
1st October 2009
Twitter hash tag for today: #twitter4it
Audio Options:
Listen to the presentation using your computer speakers or dial in on
the phone using the following:
Australia: +61 (0) 3 9008 6791
New Zealand: +64 (0) 9 985 3580
Phone code: 528‐920‐547
We will begin at approximately 12:05pm Australian EST

2. Your Moderator
Nathan Cochrane
Editor in Chief
iTnews
Twitter hash tag for today: : # twitter4it

3. Our Presenters
@bdgiesen @stephenconroy @richardatdell @GlennDCitrix
Brian Giesen Leslie Nassar Richard Binhammer Glenn Dobson
Senior strategist “Fake Stephen Dell Quality Assurance
with Ogilvy PR's Conroy” Corporate Manager of
360° Digital Communications, Global Customer
Influence Group Social Media and Support
Corporate Citrix Online
Reputation
Management

4. Brian Giesen
Senior strategist with Ogilvy
PR's 360° Digital Influence Group
@bdgiesen

5. 360° Digital Influence
Twitter for IT

6. What is Twitter?

7. Highly popular with celebrities, media and
executives, Twitter is a microblogging
platform composed of 140 character answers
to 1 simple question: “What are you doing?”

8. April 2009
501 Aussie Journos
December 2008 on Twitter
Dell Generates $1
Million from Twitter
April 2008
Comcast Uses
March 2007 Twitter to Help
Twitter wins Customers
SXSW Award
June 2009
More than 2
billion Tweets
April 2009
Ashton Beats CNN to
1,000,000 followers
April 2007 November
Obama Joins
2008
Twitter
The Real Shaq
joins Twitter
July 2006
Twitter Goes
Live

9. In Australia, the annual growth rate for Twitter
is 3,200% over the past year.

10. You can Tweet by using:
• Twitter.com
• Desktop applications
• Mobile devices

11. Twitter Tools
• Seesmic
» Sort & Filter
» Search
» Respond

12. Strategic approach to Twitter

13. Ogilvy’s 3-step methodology for using Twitter
A strategic approach
• Start by identifying your business or communications
objective for using Twitter:
– Customer Service
– Trend & Information Sharing
– Crisis management
• No matter the objective, our approach involves3 steps

14. Ogilvy’s 3-step methodology for using Twitter
A strategic approach
1. FOLLOW 2. CREATE 3. ENGAGE

15. Business objective:
Improve customer service

16. Customer service example: twitter.com/BigPondTeam
Telstra’s BigPond became the first telco to join Twitter in Australia.
The company uses Twitter to troubleshoot problems customers are
having with their Internet service.

17. Business objective:
Improving customer service
1. Follow
– People talking about your products/services
– Search using Search.Twitter.com or TweetScan
Anyone who has
– Use organisation tools such as TweetDeck to
customers – B2C, B2B, track new mentions
G2B, G2C – can use
Twitter to quickly listen 2. Create
and respond to customers
– A Twitter handle with clear personality
to build goodwill and
– Tweet information relevant to your customers:
address problems before
proactive tips, company information, etc.
they escalate into a crisis.
3. Engage
– Answer questions about your product/service
– Respond to comments about your brand
– Direct people to helpful info on your site
– Direct message for specific issues

18. In summary

19. Get Flickr image:
http://tinyurl.com/ogilvytwitter
Additional resources:
http://delicious.com/360DI/twitter

21. Leslie Nassar
“Fake Stephen Conroy”
@stephenconroy

25. Poll question:
Are you using Twitter to
support your customers?

31. Richard Binhammer
Dell
Strategic Corporate Communications,
Social Media and Corporate Reputation Management
@richardatdell

32. Dell, Social Media,
Twitter
32

33. Twitter and Revenue
33

34. Twitter: Beyond
Revenue, Cumulative
Follower base over 1M
1. Share information from our blogs
2. Dell offers, some just on Twitter
3. Connect directly with Dell customers
Dell people use Twitter for their business purpose (answer
questions, solve issues, chat about tech, Dell initiatives).
Examples:
– @paradigmshift, Mark Weston our lead technology and education
person, as well as @edu4u, our education community;
– @johnbatdell is Dell connector with gamers
– @Dell_mini is the product development team for this product and they
seek input and ideas from customers on Twitter;
– @mdomsch is from the office of the CTO connecting with Linux folks
– @Dellservergeek connects with enterprise/data center customers
– @bruceericatdell connects to Enterprise customers
– More than 100 others
34

35. Dell’s Direct Model =
Direct Engagement
35

36. “These conversations are going to occur
whether you like it or not. Do you want to be
part of that or not? My argument is you
absolutely do.
You can learn from them. You can improve
your reaction time. And you can be a better
company by listening and being involved in
that conversation.”
Michael Dell,
October 17, 2007
BusinessWeek

37. Glenn Dobson
Quality Assurance Manager of
Global Customer Support Citrix Online.
@GlennDCitrix

38. TweetDeck
TweetGrid
CoTweet
Twitter Search Tools

39. Branded Twitter Accounts

40. Question & Answer Session

41. Get started today!
Please call now to have all your
questions answered.
Try it Free
1800 451 485
(NZ Toll Free: 0800 424 874)
www.GoToAssist.com
We will send you a link to the
recorded session within 24 hours.
Thank you for attending!