Social media at Missouri State
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1 Social media at Missouri State THE WINDOW INTO OUR COFFEE SHOP EXPERIENCE Kevin Aug. 30, 2018
2 About Missouri State SAME MISSION, ON-BRAND Make your Missouri Statement as a #CitizenBear Student success is paramount This is what our social media reflect 2
3 The Missouri State brand MORE THAN A VISUAL APPEARANCE 3
4 Social media at Missouri State THE WINDOW INTO OUR COFFEE SHOP EXPERIENCE Instagram: The window Twitter: The coffee shop Facebook: The experience 4
5 Instagram 5
6 Instagram THE WINDOW Visual-driven Text can be longer or shorter just stay on message The more hashtags, the better 6
7 Instagram SEE THE WORLD THROUGH ROSE-COLORED FILTERS 500 million+ monthly active users 95 million photos and videos shared each day 810+ per second Videos up to 60 seconds More than half of all Instagram posts have one hashtag, and a fifth have more than six 7
8 Instagram WHY USE IT? Great medium for visually telling a story Functions as feeder to other social networks Facebook owns Instagram Popular with younger demographic (18-35 female) More than half of all Twitter users also have it 8
9 Instagram NEW AND TRENDING Multiple photos Layout app Switch accounts Not limited to square crop Video 9
10 Twitter 10
11 Twitter THE COFFEE SHOP Casual Students talk to us It s more about conversation, not promotion Fun happens here 11
12 Twitter THE NUMBERS, VIA HOOTSUITE.COM 330 million monthly active users 80% use mobile devices 500 million tweets sent every day Tweets with videos get six times as many retweets as tweets with photos 85% of brand managers say it's vital for customer service 12
13 Twitter BE YOUR OWN BIGGEST FAN If you act like it, your fans are more likely to do the same 13
14 Twitter THIS IS WHERE CUSTOMER SERVICE HAPPENS Reflect and validate their feelings Offer a solution Provide contact information 14
15 Pop quiz WHAT'S THE TOP CUSTOMER COMPLAINT ON MISSOURI STATE TWITTER? Any ideas? 15
16 16
17 Twitter SOMETIMES, YOU CAN'T SOLVE THE PROBLEM. At least not to the customer's 100 percent satisfaction. 17
18 Twitter SO WHAT CAN YOU DO? 18
19 The answer... THOUGH IT WILL NOT SATISFY EVERYONE: Just listen! 19
20 Hats off THEY'RE KILLING IT 20
21 Facebook 21
22 Facebook THE EXPERIENCE News, video, awards People share their pride here especially parents 22
23 Facebook THE NUMBERS 68 percent of U.S. adults between use Facebook 100 million hours of video watched per day More than 50 million businesses have a Facebook page 23
24 Facebook MORE EXAMPLES OF THE EXPERIENCE 24
25 Facebook UNFORTUNATELY, YOU HAVE TO DEAL WITH NEGATIVITY Determine standards for acceptable behavior before an incident Don t delete unless content violates your standards Take screenshots and remove if it does violate standards 25
26 Facebook BEST PRACTICES FOR HANDLING NEGATIVITY If you re in crisis mode, consider giving fans a place to vent You can control visibility of post comments But eventually, your community will lift you up 26
27 Aim for the heart SOCIAL AND LIFE LESSONS FROM JOHN MAYER I want to be the guy that makes people feel like they picked something that s special to them. 27
28 Aim for the heart FOCUS ON PEOPLE, NOT FOLLOWERS Be true to your brand Put your audiences first Instagram: Window Twitter: Discussion Facebook: Experience 28
29 Thank you! ANY QUESTIONS? 29
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