2. Sarah Mueller Veridian Credit Union @SarahLMueller. @veridiancu What the # is Twitter?

4. The basics Twitter is a microblogging social network that enables users to send and read 140 character messages called “tweets.”

5. The lingo Tweet @Mention Retweet Hashtag Reply DM Feed Follow

6. The lingo Tweet – 140 character message that is posted to Twitter. @Mention Retweet Hashtag Reply DM Feed Follow

7. The lingo Tweet – 140 character message that is posted to Twitter. @Mention – a direct public message to another user Retweet Hashtag Reply DM Feed Follow

8. The lingo Tweet – 140 character message that is posted to Twitter. @Mention – a direct public message to another user Retweet – to repost/forward the message Hashtag Reply DM Feed Follow

9. The lingo Tweet – 140 character message that is posted to Twitter. @Mention – a direct public message to another user Retweet – to repost/forward the message Hashtag – a way to source conversations using a term Reply DM Feed Follow

10. The lingo Tweet – 140 character message that is posted to Twitter. @Mention – a direct public message to another user Retweet – to repost/forward the message Hashtag – a way to source conversations using a term Reply – responding to a tweet DM Feed Follow

11. The lingo Tweet – 140 character message that is posted to Twitter. @Mention – a direct public message to another user Retweet – to repost/forward the message Hashtag – a way to source conversations using a term Reply – responding to a tweet DM – a direct message allows you respond privately Feed Follow

12. The lingo Tweet – 140 character message that is posted to Twitter. @Mention – a direct public message to another user Retweet – to repost/forward the message Hashtag – a way to source conversations using a term Reply – responding to a tweet DM – a direct message allows you respond privately Feed – constantly updating list of tweets Follow

13. The lingo Tweet – 140 character message that is posted to Twitter. @Mention – a direct public message to another user Retweet – to repost/forward the message Hashtag – a way to source conversations using a term Reply – responding to a tweet DM – a direct message allows you respond privately Feed – constantly updating list of tweets Follow – subscribe to another user

14. Breaking down a tweet

16. How do I get started? Listen Develop a strategy Engage your customers

17. Listen

18. The importance of listening – What conversations are out there? – How are people talking about your business? – What need can I solve using Twitter?

19. Listen Find your keywords Discover your hashtags Set up monitoring tools

20. Using Twitter Lists Lists allow you to separate users into groups Use lists to cut down the noise Skim through to what you need to see

21. Strategy

22. Why should I use Twitter? Humanize your brand Keep customers informed Answer questions and provide service

23. Strategy Before starting, make sure you can answer the question “why am I using Twitter” Customer service Connect with industry experts Build your brand Offer exclusive deals

24. Personality Branded Profile – Veridian uses a branded profile but employees sign tweets with initials. Personal Profile – Employees use a personal profile on behalf of a brand

25. Personality in 140 Characters Be a real person Be authentic and transparent Be fun Add value Retweet Add media

26. Engage

27. Tips for success Provide relevant engaging content Twitter is a conversation, not a broadcast Encourage your staff to interact with you Ask customers to engage

28. Measuring success Quality over quantity with followers Watch the performance of your content Content earning clicks, RTs and Favorites Use URL shorteners for easy access to data

29. Warning! Don’t talk about your business all the time Don’t constantly advertise products/services Don’t be argumentative Be careful and use common sense

30. When you run into trouble Kill ‘em with kindness Offer to help, then follow through Response, even if the person can’t be helped, shows the Twitter community that you care

32. Thank you! Sarah Mueller SarahLM@veridiancu.org @SarahLMueller Veridian Credit Union Facebook.com/veridiancu @veridiancu