An introduction to social media for community organisations in the London Borough of Havering. Why and how should we use social media to make a difference to my organisation?

2. Kevin Baughen
@kevbaughen
Linked In
Google +
Facebook
kevin@bottomlineideas.com

4. You asked for...
• How to promote my organisation
• How to set up accounts
• What are the best tools for a charity
• How can we use social media to keep people
up to date
• How can we use it for fundraising
• What are the pros and cons of each tool
• .....

5. And you asked for...
• Which are the best tools
• How can I get support from committees and
managers
• Give me more confidence using social media
• How to deal with negative comments
• How to track and monitor effectiveness
• How to make it safe for children
• .....

6. And you asked for...
• What are the risks of using social media
• How do I connect different platforms
• Basic instructions for Twitter & Facebook
• Advanced instructions for Twitter & Facebook
• How to manage multiple accounts via mobile
• How to use Linkedin!

8. • What is social media for businesses and
organisations
• Myth busting
• What it can do for our organisations
• Take a look at some key tools
• Creating a simple social media plan that works
Please ask your questions as we go along...
Today’s ideas

10. What is social media?
• Opportunity to join the world’s
largest conversation
• It’s just a set of tools
• 90% audience-driven
• It’s about sharing
• It’s mobile
• It’s huge ...

12. Busting a few myths?
• You have to be a techie ‘geek’ to use it
• It’s only for young people
• You can’t measure its effectiveness
• It takes no effort to raise your organisation’s profile
• People will find all my personal information
• It’s full of trivial rubbish
• I can control what is said about us

14. What can it do for us?
• Attract customers / volunteers/ supporters
• Drive online traffic – Social Search
• Build WOM and recommendations
• Help manage customer relationships
• Offer customer servicing
• Host video conferencing
• Showcase your experiences

15. What else can it do for us?
• Give your organisation more ‘personality’
• Advertising opportunities – free and paid for
• Test out new ideas and conduct free research
• Assess the competition
• Campaign for important issues
• Connect with like-minded people
• Let people know what’s happening with you...

18. • Workshop time

20. Which tools to pick?
• Base your decision on your objectives
• Fish where the fish are...
• Pick the tools that work for you

22. Putting it into action
» Short Updates
» Relationships
» Pictures
» Videos

23. A little something for the
young’uns...

25. • Short messages – 140 characters
• Based on following people of interest and
encouraging them to follow you by being relevant
• Mixture of fun and professional
• Emphasis is on sharing – giving before taking
• Generally adult users... but more teenagers recently
• Has a bit of a language of its own
• Mobile & lots of tools available to help
• Can advertise via promotion opportunities

27. The big 7 customer service
tweets...
1. The ‘We’re really sorry’ tweet
2. The ‘Bad stuff is happening’ tweet
3. The ‘Here’s a quick fix’ tweet
4. The ‘You need to go here for help’ tweet
5. The ‘Here’s something else you can do with our
product’ tweet
6. The ‘Help us get better’ tweet
7. The ‘Thanks, you’re too kind’ tweet

32. • Based around individuals but we can add other types
 Pages – business, charity, bands and other groups
 Groups – ‘members only’
• Business accounts and “boosted posts”
• Conversations and discussions
• Photos, videos and ‘chat’ and ‘video chat’
• Currency is ‘likes’ (pages) or members (groups), also
‘check-ins’ for Places
• Mobile is MASSIVE
• Apps, apps, apps!

37. Web
Directories
Twitter
FlickrYoutube
Blog
LinkedIn
Facebook
‘Others’
E-newsletter
‘Trade’
specific
Putting it into action

43. • Online photo album that you can share
with friends or the whole world
• Now includes video
• Individual or organisation accounts
• Can gather content from all flickr users
• Mobile access

46. • Second most used search engine in the world
• Can share and find pretty much everything
• Getting easier to monetize
• Search by category, general, TV shows etc
• Create channels to represent your interests or
business
• Currency is ‘subscribers’, ‘embeds’ and ‘downloads’
• Mobile

50. • Professional, permission-based online networking tool
• Have to be a member to get the most out of it but some
content is web visible
• Free and paid for options
• Can build and share detailed profiles
• Link to other social media and web presence
• Groups are a useful tool
• Mobile access pretty good and growing
• Needs regular contribution to really work

51. Think more broadly...

52. QR Codes
• www.beqrious.com for free QR codes
• Bridge online and offline information
• Viewers use smartphones and other mobile devices
• Can have simple or bespoke codes
• Tracking and measurement tools
available
• Can link to phone numbers, web
address, any social media account,
videos, photos etc.

53. How to get one
http://beqrious.com/qr-code-generator/

54. • Listen first, then talk
• Post questions, provide answers, be relevant
• Promote and support others (pay it forward)
• Respect the audience and be professional
• Thank people for talking with you / contributing
• Write for a U-certificate
• Develop a high quality following
• Link the platforms together wherever possible
• Keep it up!
Some basic Do’s

55. • Discuss business arrangements or opportunities
• Assume responsibility for third party content
• Over-moderate
• Ignore negative feedback or comments
• Forget why you’re using social media
• Use jargon
• Try to be everywhere all at once
• Get scared by updates and changes – explore them!
• Mix up personal and organisation accounts
Some basic Don’ts

60. The golden rule...

61. 5 things you can do
right now
1. Agree what objectives you want to deliver
2. Review or decide which tools will help you
3. Review or build your networks
4. Plan for sustainability
5. Play with the tools and new ideas

62. Any (more) questions?
@kevbaughen
kevin@bottomlineideas.com