Author: Jas

If 2007 was the year of Facebook and Social Networking. Then 2008 is shaping up to be the year of what has been dubbed "microblogging". BusinessWeek have just published a special report, entitled the CEO Guide to  Microblogging which makes interesting reading,

This special report includes several features on how microblogging tools such as Twitter, Pownce, and Jaiku are being used.  The article looks at how well known American companies such as, JetBlue, Dell, and GM are taking advantage of the power of these new breed of  "social connection" tools.  Whether a company is listening for customer feedback, answering questions, or otherwise helping the customer meet their needs. Big companies are finding the customer at the point of need.

Here’s a quick synopsis of the BusinessWeek Special Report:

• How Companies Use Twitter to Bolster Their Brands provides a few examples of how companies are reacting and engaging with consumers. JetBlue reacted with stunning speed to a Tweet about one of their terminals. GM corporate communications helped a customer in need when buying a Saturn car. Southwest Airlines empathised with a customer who lost his luggage.

• Brands That Tweet – Comcast, Kodak, Newell Rubbermaid, Whole Foods Market, and Zappos are other prominent examples of brands that are listening and speaking on Twitter, extending their customer service presence.

• CEOs’ Take on Twitter – Twitteriing CEO profiles: how 18 leaders and entrepreneurs are using Twitter for work and play.

• Engaging with customers with the use of  Twitter – a look at how companies are conversing and sharing directly with their customers. The customer has the microphone and is in the driver’s seat – companies are getting onboard for the ride… and the conversation.

• AMC’s MadMen: Running Amok on Twitter reports on the apparent “Fan Fiction” characters from the popular AMC TV show who have been Twittering in character since mid-August. (Our post on this trend).

Web 2.0 technologies coupled with a focus on listening, are helping businesses to reach out to a previously underserved segment of its potential customer base. The report also provides general tips and examples that will be familiar for those who have already adopted 140 character exchanges of links, information, and socialisation into their daily routines. What’s significant is that businesses not already visiting these online gathering areas will find it increasingly harder to ignore the unfolding opportunities.

An excellent post by Chris Brogan. I was already compiling a list myself.  However, Chris presents a compelling list.

First Steps

1. Build an account and immediate start using Twitter Search to listen for your name, your competitor’s names, words that relate to your space. (Listening always comes first.)
2. Add a picture. ( Shel reminds us of this.) We want to see you.
3. Talk to people about THEIR interests, too. I know this doesn’t sell more widgets, but it shows us you’re human.
4. Point out interesting things in your space, not just about you.
5. Share links to neat things in your community. ( @wholefoods does this well).
6. Don’t get stuck in the apology loop. Be helpful instead. ( @jetblue gives travel tips.)
7. Be wary of always pimping your stuff. Your fans will love it. Others will tune out.
8. Promote your employees’ outside-of-work stories. ( @TheHomeDepot does it well.)
9. Throw in a few humans, like RichardAtDELL, LionelAtDELL, etc.
10. Talk about non-business, too, like @astrout and @jstorerj from Mzinga.

Ideas About WHAT to Tweet

1. Instead of answering the question, “What are you doing?”, answer the question, “What has your attention?”
2. Have more than one twitterer at the company. People can quit. People take vacations. It’s nice to have a variety.
3. When promoting a blog post, ask a question or explain what’s coming next, instead of just dumping a link.
4. Ask questions. Twitter is GREAT for getting opinions.
5. Follow interesting people. If you find someone who tweets interesting things, see who she follows, and follow her.
6. Tweet about other people’s stuff. Again, doesn’t directly impact your business, but makes us feel like you’re not “that guy.”
7. When you DO talk about your stuff, make it useful. Give advice, blog posts, pictures, etc.
8. Share the human side of your company. If you’re bothering to tweet, it means you believe social media has value for human connections. Point us to pictures and other human things.
9. Don’t toot your own horn too much.
10. Or, if you do, try to balance it out by promoting the heck out of others, too.

Some Sanity For You

1. You don’t have to read every tweet.
2. You don’t have to reply to every @ tweet directed to you (try to reply to some, but don’t feel guilty).
3. Use direct messages for 1-to-1 conversations if you feel there’s no value to Twitter at large to hear the conversation ( got this from @pistachio).
4. Use services like Twitter Search to make sure you see if someone’s talking about you. Try to participate where it makes sense.
5. 3rd party clients like Tweetdeck and Twhirl make it a lot easier to manage Twitter.
6. If you tweet all day while your coworkers are busy, you’re going to hear about it.
7. If you’re representing clients and billing hours, and tweeting all the time, you might hear about it.
8. Learn quickly to use the URL shortening tools like TinyURL and all the variants. It helps tidy up your tweets.
9. If someone says you’re using twitter wrong, forget it. It’s an opt out society. They can unfollow if they don’t like how you use it.
10. Commenting on others’ tweets, and retweeting what others have posted is a great way to build community.

The Negatives People Will Throw At You

1. Twitter takes up time.
2. Twitter takes you away from other productive work.
3. Without a strategy, it’s just typing.
4. There are other ways to do this.
5. As Frank hears often, Twitter doesn’t replace customer service (Frank is @comcastcares and is a superhero for what he’s started.)
6. Twitter is buggy and not enterprise-ready.
7. Twitter is just for technonerds.
8. Twitter’s only a few million people. (only)
9. Twitter doesn’t replace direct email marketing.
10. Twitter opens the company up to more criticism and griping.

Some Positives to Throw Back

1. Twitter helps one organize great, instant meetups (tweetups).
2. Twitter works swell as an opinion poll.
3. Twitter can help direct people’s attention to good things.
4. Twitter at events helps people build an instant “backchannel.”
5. Twitter breaks news faster than other sources, often (especially if the news impacts online denizens).
6. Twitter gives businesses a glimpse at what status messaging can do for an organization. Remember presence in the 1990s?
7. Twitter brings great minds together, and gives you daily opportunities to learn (if you look for it, and/or if you follow the right folks).
8. Twitter gives your critics a forum, but that means you can study them.
9. Twitter helps with business development, if your prospects are online (mine are).
10. Twitter can augment customer service. (but see above)

What else would you add? How are you using Twitter for your business?

By the way, Jeremiah Owyang has a great post on this, too.

[UPDATE]  Jake has just sent me his three Twitter business uses too (Via Twitter of course!)