Resident Communication. Made Easy. Social Media The benefits, costs, and risks involved. CFAA 2011 Copyright © Neighbourhood Buzz Communications Trusted by Canada’s best property management companies. Steve Ballantyne Founder and Director of Business Development

Thank you for coming! 2

Who the heck am I? 3

Print Monthly hi-gloss newsletter, created specially for your residents… All for FREE!* Print Monthly hi-gloss newsletter, created specially for your residents… All for FREE!* Facebook Creation of custom resident Facebook page plus daily monitoring and management Facebook Creation of custom resident Facebook page plus daily monitoring and management Mobile Provide important and timely messages to your residents using SMS text messaging Mobile Provide important and timely messages to your residents using SMS text messaging Go digital and provide an version of the print newsletter… All for FREE! Go digital and provide an version of the print newsletter… All for FREE! A complete communication package that allows property managers to easily and effectively communicate with their residents and develop their community *While we would love to offer all of this completely free, a small delivery fee may apply. Cutting edge tools… Without the big price tag Cutting edge tools… Without the big price tag Copyright © Neighbourhood Buzz Communications

Ask Questions during the presentation. #CFAA2011 how do I convince my boss to get on Social Media. #CFAA2011” 5

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8 hours after gametime… 7 11,544

Social Media Revolution 8

Age and Social Media Use

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How can social media help me? 11

Wise Words 12 Don’t try to be everywhere at once.

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The New Word of Mouth. 14

Anyone can be Oprah. 15

The Resident Community Trifecta The Three Communication Necessities for a Healthy Community Resident to PM Provide invaluable feedback Develop Relationship – improve retention Resident to PM Provide invaluable feedback Develop Relationship – improve retention PM to Resident Share important community news and updates PM to Resident Share important community news and updates Resident to Resident Spread the word about YOUR property Socialize &Classifieds Resident to Resident Spread the word about YOUR property Socialize &Classifieds

Our Philosophy: Social media is like any other social interaction. Build Trust, keep it relevant, make it fun. 17 Wise Words

A typical Facebook community page 18

What do I post on my Facebook page? 19

Answer resident questions Be Helpful Stay relevant Promote yourself Give value Have fun 20 What do I post on my Facebook page?

Answer resident questions 21

Be Helpful 22

Give relevant information only you can provide 23

Promote your corporate social responsibility 24

Have fun contests! 25

Give Value. 26

Monitor & Engage Regularly. 27

The Process Monitor Wall Resident Post Alert Sent Response written Response posted 28

What will my residents say? 29

Neighbours helping Neighbours 30

Neighbourhood Tips 31

Celebrate the neighbourhood 32

Let your residents show off your community 33

Crowdsource your maintenance 34

The Power of the Crowd 35

Reaching out and breaking down walls 36

It is far RISKIER to not be involved in Social Media than it is to be involved People generally post reviews when they are either really happy with a product or service or very upset. Either way it’s a great opportunity! Don’t Be Afraid Of Bad Review! GOOD REVIEWS Learn where your consumers may be dissatisified and rather than ignoring it, take an opportunity to learn from it and engage with that resident and make it right! People are talking, whether you have a social media community or not. Embrace the opportunity to be part of the conversation! BAD REVIEWS Learn what you are doing well and keep doing it!

Don’t do this 38

Who should not be doing Facebook Properties without the “basics” Small property managers Property managers who don’t care It’s a free website… 39

What if residents say something you don’t like? 40

What happens when you don’t give residents a voice? 41

Familiarity breeds Loyalty Jeff Quipp 42 Wise Words

People trust their friends. 43

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Benefits Improve sense of community Engage prospects Engage residents Referral factor Learning what matters to residents Credibility of the crowd 45 Costs Staff costs External costs Advertising

Dollars and sense? 46 *Cyberjournalist

Dollars and sense?

48 Where are we going?

“Pull Marketing” 49

Group Buying 50

Quick, simple, and free surveys 51

Where are we going? Online identity linked to real identity Crowdsourcing community needs Connecting location with mobile phones Acceptance of Social Media Social compliments everything else (PR, SEO, website) 52

53 “There is a new worldwide movement developing, made up of people with a different vision for their local communities. They know that movements are not organizations, institutions or systems. Movements have no CEO, central office, or plan. Instead, they happen when thousands of people discover together new possibilities for their lives. They have a calling. They are called. And together they call upon themselves.” John McKnight Co-Director, Asset Based Community Development Institute Northwestern University

Summary 1.Facebook is most valuable Social Media play for property managers right now. 2.Treat social media interactions like any other social interaction. 3.Do – be open and available 4.Don’t – broadcast and censor 5.Give your residents the platform to engage and rave about you! 54

Thank You! 55