1. Social Media Are you listening?

2. Prep work… Why do I want to engage in social media? What do I hope to accomplish? Where do I belong? Who is my target audience?

3. Why? What added value do you hope to provide? Are there issues that need to be addressed? What? Outreach… Information… Clarification… Resources… Customers…

4. Where? Selecting your platform Who? Stakeholders… Customers… Critics…

5. Monitoring v. Metrics

6. Taking the 1st Step… Assessing sentiment Identifying influencers Studying success Comparing like minds

7. Do they like me? Complaints Inquiries Recommendations Customer Service We are the Champions! Advocates Evangelists Rewards Requests

8. Best Practices How can you effectively convey your message? What is the personality or tone of your online presence? Evaluating current customer service methods Competition Which brands or organizations similar to yours are utilizing social media? How are they maximizing their efforts and audience?

9. Get Moving! Respond React Engage Promote

10. Nicole Sunstrum Social Communications Specialist Chair, State of Michigan Social Media Board @sunstrumn sunstrumn@gmail.com www.facebook.com/nikki.sunstrum