May 05, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Mar 23 Posted 4 years ago
Mark this is a great post! I was working with a client a few weeks ago and we came across the same issue - he was wanting to launch into social media and was planning on starting 5 different accounts (Twitter; Facebook) for the different segments/markets that his company serves.
After some time spent in discussions we came to the conclusion that it would serve them best to just start with a single account and use that to get accustomed to using these services and begin to shape their social presence and then after that has been done, if they still feel that it is necessary then they can branch out to other accounts.
Jan 16 Posted 4 years ago
This, to my mind, is another case in which one size does not fit all. Like most things in life, it's a case of different strokes for different folks.
The classic advice would be to run a single account so as not to dilute resources, but might it not be more prudent to see how the company seeks to use the tool called twitter.
I know of a one man band where the owner has a personal account but which clearly identifies the company, and also a corporate account run on strictly business lines by an outside 'consultant' and between these 2 accounts, they appeared to have conquered the twittershpere at least till the next big thing comes along.
Sep 22 Posted 4 years ago
great article --- I was also writing about the same topic and do suggest clients to have 2 twitter accounts if the active Twitter users in that country is big enough.
I think you are saying that if the client does not understand why they are using Twitter - they should not have a multi-account strategy (same would be true about starting to use Twitter and Facebook).
I like the Dell Offers or Vodafone Deal Twitter accounts - their purpose is to meet the customer needs for potential shoppers - very different to a brand trying to use Twitter for marketing promotions or customer service
Sep 21 Posted 4 years ago
Making more than one account was my first error when I started planning the social media strategy of my company.
I basically thought that making an account for each business unit was the way to go, to be a little more specific in audience and goals.
Of course, you then notice it's hard enough to find people to man even one of those accounts or content to fuel it, and the suggestions of running a good one rather than several bad ones immediately appears sensible.
I guess for most small businesses one corporate account is more than enough. Key figures in the company, like C-suits or whatnot, can keep a personal/corporate account to give a more human side of the company, that's actually what I encourage but of course that's easier said than done, as well.
Sep 21 Posted 4 years ago
I think you're absolutely right. Multiple Twitter feeds are great when you're at a point where you can begin segmenting your tweeps but it pays you to listen first and take that action later when you know what expectation your 'audience' has of your feed.
Entering the social media arena isn't just about blasting a load of tweets out there. The first few weeks - if not months - should be spent 'listening' in on your audience and then developing a strategy that fulfils those with a 'need'.
Multiple Twitter feeds work for large companies like Dell because they 'speak' to a vast variety of communities and feed their 'needs'. Multiple Twitter feeds also take dedication and time to run and when you start out on social media it makes more sense to concentrate your efforts into single 'streams' of activity to raise your overall online visibility while you listen to your 'market'.
Twitter is great for that and can often give you a direction in strategy for social media that you didn't think of.
My advice? Start with a single Twitter feed and participate but, listen too.