1. The Four Pillars of a Social Media Strategy eduWeb 2011 – San Antonio

2. Pillar #1 - Broadcasting

3. Where is your audience?

4. Ivy Tech ’ s Facebook Fans I’m going to Disney World!

5. Ivy Tech ’ s YouTube Channel

6. Ivy Tech ’ s Twitter Page

7. “Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat.” ~ Sun Tzu quotes (Chinese General and Author, b.500 BC)

8. Create a sense of community & belonging Provide excellent customer service Communicate important messages Showcase students, faculty & staff Provide a sense of what we are about Extend the Ivy Tech brand (all social networking)

9. Communication plan Treat it like a Helpdesk Make friends and have fun! Content Strategy

10. Website Widgets Getting the Word Out … Lure them with free stuff! Taglines on all communications

11. Where else are you broadcasting? What are your goals? Ask the Audience…

12. Pillar #2 - Listening

14. Why Listen? Protect your brand Answer questions Make connections Find your audience

15. Listening Tools FacePinch Twitter Mentions BoardReader BlogPulse

16. School Name Nickname Abbreviations President Search Terms

17. Tread lightly Respect privacy When to Respond

18. Are you using listening tools? How often do you comment? Ask the Audience…

19. Pillar #3 - Community Management

20. Community management includes: Moderation Maintenance Customer interaction Answering questions Coverage Message generation

21. Things you don ’ t want in a community manager:

22. Good Community Managers Team Player Good judgment Networking skills Friendly Brand advocate Good listening & writing skills Strong customer service skills Dependable, honest & trustworthy Natural mediator

23. Community Management Tools Website Document repository Knowledge base

24. Social Media never rests Evening and weekend coverage necessary Coverage Schedule

25. Moderator Guidelines When to respond Dealing with the negative When to take it offline When to delete (almost never!) How to write for social media

26. Who are your community managers? What are your coverage hours? Ask the Audience…

27. How will you measure success? Pillar #4 - Measurements/Analytics

28. Align social media goals with institutional strategic goals Establishing Goals

29. Insights Page Views User Wall Posts Post Impressions Post Feedback Post Likes Post Comments Total Likes New Likes Unlikes

30. Twitter Counter & TweetStats Questions & AnswersNumber of followers Number of mentionsTweet days and times

31. Insights Total Subscribers Total Views Most Popular Videos

32. Who is currently measuring social media? What are your goals? Ask the Audience…

33. Thank You! Michele Morrical-Hygema mhygema@ivytech.edu Follow me: michelemorrical.wordpress.com twitter.com/michelemorrical