18 July

5 Top Tips for Super Social Customer Service

Great customer service is the key to keeping everybody happy but in our changing world where customers are increasingly online, gone are the days of in store help desks, telephone helplines and even email assistance. Customers want their customer service online on social media and wise businesses know that wherever your customers go, you should follow. Enter social customer service.

Social customer service means transferring your customer help desk from your store to your social media profiles. A recent report by Accent Marketing revealed some staggering facts about social customer service – that nearly a third of customers use Facebook to contact a customer service representative, that half of those people believe Facebook is the fastest way to solve customer service issues and that nearly half of those expect to have their comment or query answered within an hour. With statistics like that, any business that does not consider social media a customer service tool should be changing their tune and getting on board with social customer service – fast. But how do you do that? (more…)

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26 May

Dos & Don’ts of Social Media

You want to use Social Media for your business?

As we are very generous, we are sharing some Dos & Don’ts for your Social Media strategy on different networks.

Dos & Don'ts of Social Media

For more infographics like this, follow us on @socialmedia_ie

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10 December

Digital Donations #12Days of Christmas App

Christmas is fast approaching and our elves have been busy in the workshop creating something extra special for this year’s holiday season. We have created an app to harness the power of social media that will enable 12 Irish charities to spread their messages further and faster this Christmas.

We are inviting you to help lead the movement for a really important campaign. Christmas is a time of joy and happiness, or so says all of the advertisements that started in October (yikes), but let’s not forget that Christmas can also be a hard time for so many and we want to give a helping hand. Will you join us?

We are starting a digital donations campaign urging the online community to give a helping hand this Christmas. We are asking Facebook and Twitter users to donate their online influence to help spread the important messages of various Irish charities over the 12 days leading up to Christmas.

Coming together as a community is more important the ever at this time of year and we want to encourage the gift of giving through a simple Facebook post or Tweet. We have created an app that posts a different charity’s message each day to your Facebook or Twitter feed for the 12 days running up to Christmas. By banding together through our social networks we can ensure that important messages from charities are heard and spread quickly throughout the online community, encouraging others to reach out and show a bit of Christmas spirit this holiday season.

So how can you help us? With your influence of course! We are encouraging you to sign up and join the cause. It’s the time of year for sharing and caring and we want to get as many people as possible to donate their online space through using the app and helping those in need the Christmas.

Charities we are supporting are all worthy of support and are the Irish Youth Foundation, Irish Cancer Society, UNICEF, Goal, Barnardos, Jack & Jill Foundation, WALK, ARC Cancer Support Centre, Gay Switchboard, Irish Kidney Association, PAWS & Console.

Please support the #12days Digital Donation Campaign here

Wishing you a Merry Christmas!

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08 November

Engaging Nonprofit Volunteers through Social Media

Volunteer Ireland are hosting the National Volunteer Management Conference today so naturally our interest spiked when they asked a member of our team to give a workshop on engaging volunteers through social media. We jumped at the chance, as here at connector360 we have a special place in our heart for nonprofit organizations and the great work they do.

Our whiz kid project manager Sarah was chosen for the task due to her background working with The Irish Cancer Society. She got the head down and immersed herself in research on how nonprofits use social channels successfully. What did she find? They are pretty darn good at it!

She packaged up her findings into a lovely presentation which you can find on Slideshare below:

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Some of the major insights she uncovered was the volunteers today are young, they’re generous and they are your online influencers. They share, share and keep on sharing the good work of the organizations they are involved with.
So, connector360 is sending a call out to all young people out there to get involved with a charity that is close to their heart. There’s no comparison to how rewarding the work is but more importantly you are helping others.

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30 October

Meet connector360 at the Dublin Web Summit 2014

The two biggest days in the tech calendar are upon us, The Web Summit. It is now Europe’s largest tech conference held right here in Dublin. The event will see some of the smartest minds from the tech industry come to Ireland and share their knowledge of all things digital.[/blockquote]

Meet connector360 at the Web Summit on 30th – 31st October – just tweet @connector360! – Tweet Now –

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19 July

Longitude Festival – The Social Media Battle of the Bands!

MCD’s Longitude Festival throws open its gates today for three days of music and fun with some of the world’s top acts performing.  The music, the weather, the people, the whole weekend is made for sharing!  Social media will be in overdrive with discussion, opinion, pictures and videos of fan’s experiences.

The common thread to most of this sharing will be the bands.  We have drawn up battle lines and pitted the acts performing against each other by their popularity and fan engagement through social media.  We have created this infographic to highlight the social media superstars that will have their fans tweeting and sharing their experiences well into the night and beyond!

Feel free to share your experiences with our team too, you can tweet any stories or pictures to us @socialmedia_ie  or post to our Facebook wall.

We’ll see you in the front row, enjoy #Longitudefest!

SocialMedia - Infographic - Longitude Battle of Bands

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27 June

Instagram Video battles with Twitter Vine – which is best for marketers?

Instagram Video launched on June 20th to much fanfare and media attention.  Now the dust has begun to settle, we ask how has it been received and look at the inevitable Vine comparisons.   Also, what value can it create for marketers in future?

Instagram Video – The Vital Statistics

Instagram Video arrived with a strong array of user functions.  It promised 15 second clips, easily created via any IOS or Android device.  Instagram maestros were delighted to hear that it contains 13 filters, which is arguably the killer app for their existing photo platform.  To place a cherry on top, the on board stabilisation technology ‘Cinema’ is truly impressive function within a free product.

Instagram users can now create quality video and have it online within minutes.  Great news for everyone, from the #catstagram documenters of everything furry and feline, to brands and businesses looking for an easy to use, cheap way of creating visual content and sharing with their audience.  With millions of existing subscribers ready to use this new addition, has Instagram Video changed the game?

Instagram Video vs Vine

Not only are these two video apps vying for your attention, but they are steered by the two social media behemoths – Facebook own Instagram while Twitter are behind Vine.  Vine has a six month head start and now has over 13 million users. Instagram has over 100 million users who (with a simple app update) instantly have video at their fingertips.

The debate over which platform may triumph is mainly centered around the functionality of both and the 6 seconds of Vine content versus the 15 seconds Instagram offers in particular.  Getting your message or story across in these small times is a challenge, but this allows creatives types to get creative!  TechCrunch asked a professional photographer and Viner (who builds Vine content for some of America’s biggest brands) to shoot the same content via both platforms and then polled her followers over which offered the best aesthetic results.  The verdict?   Vine has the edge…  An interesting early blow in this clash of the titans.

Interestingly, just prior to the Instagram video launch, on June 8th, Topsy Analytics noted that the amount of Vine shares via Twitter for that 24 hour period surpassed Instagram for the first time ever, with 2.37 million Vine links to Instagram’s 2.17 million.  We now know that Instagram were biding their time until their video launch but Vine’s growing presence means they will not be going anywhere soon.

Instagram Video For Digital Campaigns

Instagram Video has great applications for business – from the biggest brands to small and medium enterprises too.  You can move from a campaign concept to launch in mere hours, and share your video online with your followers and fans to build social engagement (and maybe even virality if you are lucky!).  Without needing big marketing budgets or specialist expertise to create, shoot, edit and share a visual idea, both Instagram Video and Vine bring content creation into the hands of businesses of any size.  We expect to see more instances of visually creative and quirky story-telling, behind the scenes footage, ‘how-to’ guides and even customer created video content appearing on brand’s social media feeds soon.

The Early Adopters – Brands Taking the Instagram Lead

Burberry Instagram Video

Already there are many big brands active and experimenting with the new platform.  Jamie Oliver (a brand unto himself) announced the launch of his new restaurant via Instagram Video, while Starbucks show you around their first ever cafe (opened in 1912).  Many of the early adopter brands and businesses using Instagram Video are doing so to give a ‘behind the scenes’ view of their business.  This humanises brands and in Starbucks case especially so, they show that even the biggest corporations had humble beginnings.

Other brands have already released slickly edited and gorgeously shot ‘advert’ style content, none more impressive than Burberry.  Just click the image to the left to take a look.  This example is but an early indicator of the stylistic promise that this medium holds in future.

National Geographic Instagram Video

 

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We leave you with the finest examples of Instagram Video so far that we have given a well deserved standing ovation to – Burberry’s slick statement of intent, and then National Geographic’s quirky, fun, made for social sharing approach that we are sure will become a popular use of this medium in future.  Click on the photo to the right to view (Instagram have not allowed off-site embedding for their video, not yet at least).

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If your business would like assistance and guidance in creating and using video as part of a great digital campaign, we would love to offer our advice.  You can get in touch with us at team@socialmedia.ie.

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20 June

Select The Right Digital Channels For Your Next Campaign

For any type of campaign or marketing plan your business has run in the last few years (and certainly in future), digital channels may be playing an increasing role.  They make your audience easier to reach, providing instant delivery and the chance for rapid response.  Any offer or update you deliver digitally also allows easy sharing over social media and possibly best of all, digital marketing channels are so easy to measure.  Digital can now stand shoulder to shoulder with traditional marketing channels in the majority of businesses.

The various types of digital marketing channels all hold different strengths that will make some more important for your own business to focus on.  The mix you select depends on your own goals for your online marketing plan, the type of message you hope to deliver, and of course the audience you hope to reach.  Let’s start with a quick look at some popular uses of different channels.

Digital Channels – The Usual Suspects

Email – For lengthier announcements like new product launches, monthly newsletters, email is often the channel of choice

SMS – Great for bite size offers and updates.  Often includes a prompt or code to redeem on another channel (e.g. purchase online with voucher code).

Website – With the rise of content marketing, a company website often houses important areas like the company blog.  It is now usually the hub for many digital marketing campaigns.

Mobile Apps – Often used by existing customers. GroupOn, Booking.com, eBay are some of the companies keeping customers ‘captive’ while browsing this way.

Social Media: Facebook – Great for awareness based campaigns.  Allows brands to humanise themselves and improve interaction with their audience.  Useful for promoting offers too.

Social Media: Twitter - Useful for building interaction, and for improving customer service satisfaction.  Suited to important announcements, breaking company news and pop-up sales.

Don’t Overload Your Digital Audience

SocialMedia.ie consumer digital overload

As you can see above, some digital marketing channels are more suitable for certain messages than others.  It is important to bear in mind too that many members of your audience may have simultaneous access to several of these channels at once.  The smartphone means that your offer could be received by SMS, email, Facebook and Twitter all at once to the palm of the owner’s hand.  This can reduce the effect of the message you hope to deliver so consider this when planning a campaign across multiple digital channels.

 

The Power Of Measurement

Digital marketing channels offer a reliable, instant and easy to digest measurability that can be key in monitoring performance during and after a campaign.  You can actively monitor digital metrics such as responses and shares, viral reach of your social media posts, click-through rate and many more. We explored metrics such as this in a previous post.  Match what you are measuring to your own marketing goals and all can be useful signposts on the road to a successful multi channel marketing campaign.

Always be testing

It could be seen as conventional wisdom to say that younger consumers, especially ‘digital natives’ are best contacted through digital means.  Will they eagerly share an offer posted via social media, or any digital medium that pops up on their SocialMedia.ie digital metricssmartphone?  Then consider older consumers, do they still prefer the tried and tested ways, loving a letter in their postbox to offer them a discount or bonus?

If you assumed this is the ‘norm’ for these different types of consumer, this may be a good guess, but what about your customers, can you be so sure?  Don’t rest on your laurels and assume you have everyone figured out.  Your own audience will tell you by previous behaviour how they can be tickled with an offer and what digital channels they are happiest to respond by.  Your own findings may even surprise you.  Launch, test, refine, repeat!

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In Summary

Whether your next digital marketing campaign is primed to raise awareness, build customer interaction, increase sales or to generate new leads, you have many marketing channel options to ensure you can deliver your message successfully.  Match your channel mix to your own campaign focus, always be aware of what your customers are telling you by their previous responses.  Don’t be afraid to evolve the process over time.

The next time your business has a new product or offer ready to promote by digital means, delivering it appropriately to your audience is a big step in turning a good campaign into a great one.

 

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13 May

Interview with CTO Barry O’Sullivan on Dublin City FM’s The Persuaders Marketing Show

Alex Gibson from Dublin City FM’s The Persuaders Marketing Show talks to CTO Barry O’Sullivan about the history of SocialMedia.ie and how Boss Metrics came to be through the NDRC’s Launchpad programme. You can listen to the full interview here from 3.50.

Barry at Dublin City FMBarry tells Alex how he recognised that many applications were being developed with the customer in mind, yet these companies had not conducted sufficient market research or spoken to the customer. This meant that upon release of the product they have been met with ‘a negative  reaction’ from the customers they set out to help.

After listening to customer needs, SocialMedia.ie developed their software and a service model, which adds an extra layer of interpretation in top of traditional analytical platforms. The 3 step process consists of an Audit, Analysis and Action plan. The audit is performed by the software, then the analysis and Action Plan is developed by the team in order for the client to improve their digital marketing strategy.

Barry also talks about the importance of sharing and creating relevant content that must be aligned to overall business goals. Once this content is published across a companies social channels it goes into the ‘Shared content feedback loop of fan generation’. The people who interact with the post will extend the reach of the brand page. However, when analyzing social channels its more important to look at the number of brand advocates you are creating opposed to the overall number of people that follow you.

Barry goes on to give some examples of research which SocialMedia.ie has conducted including an analysis of Ireland’s Banking Sector who have a social presence and who are Ireland’s most social political parties.

 

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03 May

#SocialMedia #Political #Revolution – The Public Sector Magazine [Article]

The Public Sector Magazine, April 2013

Social media is the media of the people and successful politics is of the people too. In this article Conor Lynch, CEO, at SocialMedia.ie, aims to show you the reason why successful political organisations are embracing social media and shares some of their secrets.

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