Webcare and online content - eerlijk winkelen
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How to use social media for personal and corporate purposes Eerlijk Winkelen - 22 april 2016
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Transcript of Webcare and online content - eerlijk winkelen
How to use social media for personal and corporate purposes
Eerlijk Winkelen - 22 april 2016
Introduction to social and online media
The impact of online media on today’s society
Webcare and Online Content
The golden triangle of listening - interacting - talking
Definition of webcare
Wikipedia: Webcare is the online customer support of any orgnisation through social media.
Van Noort and Willemsen: ‘The act of engaging in online interactions with
(complaining) consumers, by actively searching the web to address consumer feedback (e.g., questions, concerns, and complaints)
The triangle of online presence
The triangle of online presence
The triangle of online presence
The golden triangle of online presence
Listen
The art of listening
The art of listening
Listening is about - knowing what you’re looking for- being able to find what you’re looking for- knowing what the data tells you
Discover
Finding out what you’re looking for
Do
Start writing down your keywords
Understand reports
Understand what the data tells you
Interact
Finding the dialogue
Finding the dialogue
Interaction is about- Joining conversations- Providing the answer (also before the question is being asked)- Knowing how to deal with assholes
Do
Think of two ways this could work for you on your smartphone
Talk
Being able to create great online content
Being able to create great online content
Talk is about
- knowing which story you want to share- creating great online content- bringing it to the right platform(s)
What’s your story
