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Managing Twitter at your event

How to manage Twitter at your event

Due to ‘second screen’ culture, Twitter and Live Events have become a great combination. Event attendees use Twitter to project views, questions and quotes, creating a live stream that anyone, attending or not, can gain access to. This is great for the event’s profile but as an organiser, it can be difficult to manage both the live event and the online one. This is where Twilert can help.

Twilert is a monitoring tool for Twitter which allows you to setup multiple searches for specific Twitter users, hashtags or brand names. Once your keyword is mentioned, Twilert captures it and sends you the results in an email alert.

In an event environment, where there may be multiple brand names, handles, hashtags and comments that you need to monitor and respond to, Twilert saves time and helps you to provide a seamless online-offline event experience.

Setup up your account at www.twilert.com in just a few minutes and then use the three simple steps below to plan for your next event.

 

1. Pre Event

 

a) Begin to think of the keywords and names you will need to monitor around your event and get these set up in your Twilert account. Almost certainly, you will want to track your event name, the organiser’s name (if different) and any associated hashtags. This is a great time to start experimenting with combination searches, which will filter the most relevant results into your Twilert email alerts.

Example: if UBM were holding the event ‘UBMLive’ the below search would ensure that they grab every mention, even if the user forgot to tag their handle:

‘UBMlive ’ OR ‘UBM Live’ OR @UBMLive OR #UBMlive

 

b)  Allocate time each day to read through your Twilerts and respond to mentions. Once you spot the key influencers, set a Twilert solely dedicated to monitoring their feeds – it’s more than likely that these will be your biggest brand advocates on the day. You can do this by using one of the search terms below:

i) from: operator e.g. from:twilert – will return all tweets sent from the user @twilert

ii) to: operator will include both replies and mentions where the username is the first word e.g. to:ribenauk – will find tweets sent directly to the user @ribenauk

iii) @operator will give you all mentions of an account, including replies and retweets, but will exclude any tweets sent from that account. e.g. @venuesetc – will send you all mentions of the user @Venuesetc without their own tweets

 

c) Decide on your Twitter monitoring plan of action for the big day. Some of the questions you may want to ask are; who will be monitoring your Twilert feed? How often will they look at it and respond to users? Are there any additional accounts you want to monitor, such as speakers?

 

2. During the Event

 

a) Depending on your plan of action, you may want to set up a monitoring station and have someone checking on your Search History feed to capture tweets as they happen. If your event staff are on the move, set your Twilerts to ‘realtime’ and pick them up in an email alert as they occur.

b) If you’ve monitored the twitter conversation in the leadup to your event, you probably already know the registered attendees who are active on Twitter. As they arrive make an effort to tweet them saying welcome – this personal touch will ensure their event experience gets off to a great start.

c) As the comments start to pour in, highlight or RT the best ones. This will engage participants within the sessions and intrigue those who may be looking to attend next time.

d) Due to its nature of immediacy, it’s likely that you will receive both positive and negative feedback on Twitter throughout the event. Twilert will help find them all, so try to acknowledge or respond as soon as possible. Even if you can’t do anything to rectify the situation immediately, this will reassure your attendees that you’re listening. If you do manage to address their concerns and can tweet them back the best Veggie option, or that you’ve given the aircon a blast, even better!

 

3. Post Event

 

a) Your Twilert Search History index is a great source to collate and review feedback, post-event. Review any tweets you may have missed throughout the day, sharing the best ones on your profile or blog.

b) Send a personal thank-you tweet to any particularly active followers who joined you during the event. Include something that will continue the conversation – this could be a link to next year’s early-bird signup or some images from the event.

c) Learn from the feedback – create an improvements database and log anything you think you could do better next time. Make a note of the tweets which seemed to get the highest engagement and use this as the basis for next year’s social media plan.

 

If you have any questions about using Twilert at your next event then please drop us a tweet or email – we’d love to help you get started.

Keep track of your twitter efforts through Twilert

ways to gain more followers (header image)

Twitter Hacks: 7 ways to gain more followers

On our journey as a Twitter Monitoring tool we’ve tested everything from Promoted Tweets, to Twitter competitions, to Influencer Outreach and all of the bits in-between.

We love sharing our findings with you and this week we’ve collated 7 of our top Twitter hacks which can help to attract more followers and increase engagement for your brand.

Here’s how…

 

1. Newsjack

How to do it: To find occurrences worth newsjacking, you need to constantly monitor what’s going on. The easiest way to do this is to use Twitter Monitoring to feed all of the latest stories into one alert which is sent directly to your inbox. Once a story breaks, it’s time to get creative and find a spin you can use to grab attention.

The most famous example is Oreo’s timely ‘you can still dunk in the dark’ tweet which went viral after a power outage caused a blackout at the Superbowl, but newsjacking doesn’t always mean thinking of something on the spot. Add a section to your editorial calendar for seasonal or big industry events and plan how to involve your brand.

Why it works: Popular new stories often become ‘trends’ on twitter which leads a large, global audience to look at them. The larger the audience following that trend, the better your chance to attract people to your profile and gain more followers.

 

 

2. Answer questions, be helpful

How to do it: Twitter is full of people asking questions and looking for advice; all you have to do is find them. Think about what sort of questions your audience may be asking and pick out keywords to use in Twitter Search.

For example, if you are a Vintage Clothing Brand, your search could look a little something like this:

‘vintage’ ‘clothes’ ‘where’ ?

The results just for these simple terms, are plentiful and by answering questions or providing suggestions in response, you can build your online reputation and gain more followers as you become known as a reputable source of information.

Why it works: Helping people on Twitter is one of the most underestimated hacks out there. If someone helped answer a question or problem you had, how would you feel about them? At minimum, you’d check out their profile and at best you’d thank and follow them too.

 

Top tip: Use Twilert to setup this search and you will receive the results to your inbox everyday, reminding you to connect with users and regularly gain more followers

 

 

3. Use automatic favouriting to your advantage

How to do it: If you hadn’t noticed already, there are many companies currently using automatic favouriting as a tactic to gain new followers. This means that when your tweet contains a certain word, phrase or hashtag, it is automatically favourited, prompting you to look at the accounts it was favourited by and potentially, start following them. This is something you could try yourself, or you could just use these tactics to help you to get to the top of the Twitter search pages. Find common hashtags used in your industry and you will soon start to see your tweets favourited at a higher rate. Some popular ones that we’ve noticed in marketing include: #growthhacking #socialmedia #contentmarketing

Why it works: A few additional favourites can be the difference between your tweet falling into the ‘Top’ or the ‘All’ tab when someone searches for that keyword. The more you are in the ‘Top’ category, the more people will see your tweet and the more followers you are likely to gain.

 

 

4. Use short, sticky tweets

How to do it: The best way to gain more followers is to provide relevant content that is likely to be shared. Unfortunately, Blogposts and website links can be very hit or miss on Twitter, as someone skimming through may not always have time to read a full 10-minute article. This is why short, sticky tweets are perfect for grabbing attention within a few seconds. One that works particularly well for us is the ‘tip’ format:

Gaining more followers through 'twitter tips'

Why it works: The more retweets you get, the larger the audience you will reach. This seems simple but will help you to gain additional followers very easily. Quick tips and quotes have a high chance of being retweeted, hence why we call them ‘sticky’ content.

 

 

5. Promote yourself offline

How to do it: You shouldn’t just look online for ways to gain more followers. Ensure that your Twitter handle is on your business cards and when you meet someone new, point out that they can follow you to stay updated with your news. You’ll be surprised at how often they do.

Why it works: This is a casual way to add another thread between you and a potential client and due to the nature of Twitter, it isn’t too presumptuous to suggest at a first meeting. Once they follow you, they’re perfectly positioned to see all of your great content and promotions.

 

 

6. Optimise your bio for search results

How to do it: Use popular keywords and industry terms in your Twitter bio (the main sentence of your profile which tells people about you). This helps optimise your profile to show up in Twitter search results when users are looking for new accounts to follow. You can also create a mutual agreement with a sister or partner company, to add each other’s handles in the bio to increase discoverability. Try not to spam your bio with multiple consecutive hashtags – a short outline of what you do is much better at converting passers-by into followers. A good example of an optimised Twitter bio is this one from Social Media London:

An optimised Twitter bio that could gain you more followers

Why it works: The suggested ‘people you could follow’ bar in Twitter, search results and advertising can all be optimised by the keywords that you add to your Twitter bio. This is why it’s extremely important to add words that are relevant to your business and will help you to be discovered and potentially gain more followers.

 

 

7. Join a Twitter chat

How to do it: A great way to gain more followers and increase interaction is to join in with ‘Twitter Chats’; usually an hour session where like-minded individuals talk across a range of subjects related to their industry. A good old fashioned Google Search can help you find chats related to your interests, or ask around in your industry to find out which ones are best.

Why it works: Twitter Chats pair up individuals who have similar interests; the perfect recipe for a high level of engagement between users. Not only will this help you to gain more followers but it also helps your company to become synonymous with the service or product, marking you out as an industry leader in your field.

 

What techniques have you found effective for attracting new followers? Tweet us your best tips to @twilert 

 

Keep track of your twitter efforts through Twilert

 

how to use twitter in B2B marketing banner

How to: use Twitter in B2B marketing

Even if you’ve been using Twitter for a while, it’s still important to stay up to date with the latest developments and industry ‘best practises’. This is why Twitter Academy, a webinar hosted by the Twitter SME team, has proved extremely popular with the Twitter population.

After the last webinar however, we noticed that even though many of our fellow listeners were B2B marketers like ourselves, most of the examples were geared towards B2C marketing. Judging by the number of listeners who took to Twitter on the subject, we’re sure that the Twitter SME team will address this, but in the meantime we decided to provide our best tips for using Twitter to market to a B2B audience.

 

Choosing what to tweet to a B2B audience

In a B2B market it’s difficult to engage followers while promoting your business, particularly when your customers are using twitter to market to their customers.

For maximum engagement, try to use the 70:30 rule. This means that 70% of your tweets should relate to content, advice, offers, tips- anything that will genuinely help your target audience. The other 30% can be more self-promoting, such as links to your own web pages, customer testimonials or news about the specific products you offer.

Some good ideas for tweets could be:

Links to useful content -

How much do you know about [insert product]? Test yourself against our factsheet: [insert link]

Special offers and promotions -

Want to save a few bucks? We’re offering a 10% discount if you sign up to our newsletter and recommend it to a friend: [link]

Industry news:

While you were sleeping [x] did [x] – good or bad decision? Tweet us your thoughts!

 

Increasing followers

Not only should you be looking to gain new customers on Twitter, you should also use the network to strengthen ties with existing ones. If you have a CRM tool, work through your customer list and look them up on Twitter. The likelihood is, that if you follow them they’ll follow you back, creating another touchpoint which could help strengthen brand loyalty.

Also build a (private) Twitter list of customers and make an effort to browse their tweets at least once a week, noting down any recurring questions or themes you see. This is a great way to find new ideas for blogposts or tweets that your audience is likely to engage with.

 

Networking

Build up a network within your industry and make the effort to respond to other users and converse with them regularly. Industry associations or boards can be great at retweeting your message to other businesses and this will give you access to a much larger pool of users. Also build a Twitter list of brand advocates who regularly share your content so that you remember to repay the favour and nurture those key relationships regularly.

Hashtags are also a good way to network with others in your industry. Find ones relevant to you, by looking at the tweets of competitors or by doing a Google search. We’ve listed examples from various industries below:

Business: #jobs, #business, #sales, #economy, #marketing, #socialmedia, #startup, #smb2b, #insidesales

Marketing: #marketingprofs, #marketing, #sm, #smchat, #social, #PR, #branding, #seo

Tech: #android, #iphone, #iphonegames, #ipad, #app, #tech

Education: #edtech, #education, #lrnchat, #teachers, #elearning

Social Change: #socialgood, #cause, #volunteer, #4change

 

Holding competitions

A competition for a B2B audience will work differently than with B2C. A consumer can react on instinct whereas a business may have to validate its participation and could be restricted in what it can retweet or respond to.

Also remember that the person behind the company’s twitter account may not necessarily be the person with buying power. If in doubt, try to offer a prize that will benefit the entire company such as discount on a month’s subscription, access to exclusive content or a company lunch delivered to the office. Anything which could impress the user’s boss or colleagues will make them more likely to participate!

If you’re planning to give something away you should also ensure that you get the maximum return on your investment by leading customers to your website, requesting their email address or asking for feedback in return for the chance to win.

A good competition tweet format for B2B marketers could be:

(Existing customers)

Want to win 50% off your Twilert subscription for next month? Find out how – [link to website]

What’s the best #twilerttip you could give to a new user? Our favourite will win a special prize! Full details here: [website link]

(New customers)

How would you like to win lunch for your team on Friday? Sign up to our newsletter to be in with a chance to win! Full details here: [link]

How much do you know about what we do? Find out with our 2 minute test and you could win an iPad! [link to website]

 

Monitoring and reviewing

It’s impossible to be on Twitter 24/7 so setting up twitter monitoring is an essential part of your B2B Twitter strategy. Set up Twilert search alerts for keywords, hashtags or mentions of your brand and set a time each day to respond. This will ensure that you never miss a conversation or mention from a potential customer. Try to favourite, RT or respond to any users who mention your brand and don’t be afraid to start a conversation when someone tweets about something relevant to your business.

It’s also important to review your tweets regularly and see which ones receive the highest level of engagement. With just 140 characters, it’s often all in the wording. Take the below tweet as an example:

New post on the Power of Twitter Monitoring: http://bit.ly/1cRxVxw

Think about how this tweet could be written to sound more dynamic. A call to action, quote or question, will help engage users and result in a higher click through rate:

Read about the Power of Twitter Monitoring and why it’s essential for your business: http://bit.ly/1cRxVxw

Do you need higher ROI on Twitter? Read about the Power of Twitter Monitoring: http://bit.ly/1cRxVxw

“57% of customers use Twitter for business” read more on the Power of Twitter Monitoring here: http://bit.ly/1cRxVxw

 

Using Twitter for B2B marketing can be very effective, when you know how. What are your best twitter tips for marketing to a B2B audience? We’d love you to tweet @twilert and share them with us.

 

Create perfect tweets and monitor them with a free trial of Twilert through this link

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How to manage a social media crisis with Twilert

Twilert is designed to monitor your Twitter presence around the clock, but will also aid you should you ever find yourself in the face of a social media crisis.

HMV, British Gas and Kitchenaid are just some of the brands who have found themselves in the type of social media crisis that we would all rather avoid. For some, Twitter can make a disastrous situation even worse. Many users will turn there as a place of immediacy, with the expectation that a response will be more instantaneous than phone or email.

 

Unhappy tweet from an 02 customer could potentially spark a social media crisis
For others, a tweet or Twitter campaign itself can be a catalyst for a public reaction, magnified through the rate at which the offending messages can be trending, shared or favourited.

 

The Kitchenaid tweet that sparked a social media crisis for the brand

 

However it occurs, a social media crisis can be extremely damaging to a company or individual’s reputation and without the right tools and strategy in place, it can be difficult to regain control.

Below are some of the services that Twilert provides to help you mitigate and minimise the effects of a social media crisis occurring on Twitter:

 

Near real time monitoring

The worst social media crises, are those that are allowed to gain a grip before the company in question has even realised what’s occurred. Twilert’s monitoring tools will ensure that you receive brand or keyword alerts, hourly, daily or in near real time, depending on the alert frequency you have selected. This gives you a headstart in defining your plan of action and responding to users. This will also help you to pre-empt when a situation is about to escalate, as you will soon notice if your account is receiving a higher volume of traffic than normal.

 

Email alerts

To effectively manage a social media crisis, you need to have a clear view on how the situation is developing. No matter how large the volume of mentions, Twilert will continue to send you summary emails as often as you have selected, which can also be picked up on the go. This provides you with a constant overview of the situation, helping you to strategise your next move and define a clear plan of action.

 

Keyword Mentions

Through the different search operators Twilert provides, you can set up various alerts that capture mentions of your Twitter handle, but also keywords and users who mention you indirectly. This gives you a more accurate reading of a crisis situation and shows you where you should be directing your time and energy in those critical first few hours.

 

Twitter Search History

After a social media crisis has occurred, it is important to backtrack and analyse what happened so that you can minimise the likelihood of it happening again. Twilert’s PRO and AGENCY accounts save all your alerts in the Twilert search history feature, providing everything you need to analyse the event, once things have calmed down. Depending on your response strategy, this will also give you a checklist to ensure you have responded to every user and addressed all of the concerns.

 

Sentiment analysis

Depending on which package you go for, Twilert subscriptions allow you to set up to 5, 50 or 300 searches, so there is always room to search in a variety of different ways. We recommend using the negative search operator to have a Twilert that will always monitor your feed for unhappy customers. This operator uses sentiment analysis to find customers who have mentioned your brand or keyword with a negative tone. By monitoring this tone, you can respond to unhappy customers as quickly as possible, which could help you prevent a social media crisis occurring in the first place.

 
 
manage your social media crisis now with Twilert free trial