The Social Contact Centre

to a social networking way of working through the eyes of a Contact Centre manager

Better Twitter hints

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Here’s some miscellaneous Twitter tips:

1. Try Tweetsmap or MapMyFollowers. These are great for analysing influence. They can really make you think again about whether sheer numbers really matter (they don’t)

2. Unfollowing can be a bit of a problem. When you hit 2000 follows without a similar number of followers you can’t follow any more until you have unfollowed. The bigger the number of followed tweeps, the harder it is to identify who is following you back and whether you should unfollow or not. Equally you can’t unfollow too many at once or Twitter gets cross and potentially suspends your account. There are two solutions I’ve found to work quite well. Contax.io is a great tool that allows you to extract the list to an Excel spreadsheet with all columns intact and therefore you can filter/sort etc to your heart’s content. There’s a bulk unfollow tools as well. Another with a great interface is FolloworksHD on the Ipad. A bit of a pain to go through long lists but it does look at the probability of a follow back etc. Essentially I think anyone who hasn’t followed you back after three months is fair game for an unfollow.

3. List management. Contax.io is pretty good in this respect too as a way of organising your lists. The problem is that the bigger the number of follows the harder it is to see what anyone is saying. At peak, with around 1300 followers I receive 9 new tweets every minute. There’s little chance of seeing what you want to without some kind of filter. At the very least you want to categorise who its important to see every tweet from and then maybe just view that list, occasionally dipping into the rest. This also makes it easier for retrieving tweets later. Remember to set the security on lists according to what you need (you may add someone to a visible list who may not see themselves in the same way. Be careful what you call visible lists). Tweetdeck is good for monitoring multiple lists simultaneously.

4. Use favourites. Every now and then you get a tweet which is funny, inspiring or just something you want to refer to later. Favourites are the way to keep these to hand.

5. Use blocking and reporting spam. This seems to be getting worse of late with some nasty “viruses” trying to capture your login details by deception e.g. “have you seen these hilarious photos of you?” which takes you to what looks like a Twitter login page. Sign in and you’ve just handed over the farm. Every time you get a new follower look at them and decide to follow back, leave, block or report for spam. This keeps Twitter a better place for everyone. If someone has 1000 followers, is following 2000 and zero tweets report them. If someone has thousands of tweets but they are all links or adverts either block them or report them for spam.

6. Learn from what you do. When something works well keep a track of it. See how many people are reached via a tweet that gets lots of RTs – you can get a conversion rate which can be compared to other media. When you ask a question see what the response rate is and how that differs according to the way you ask the question. Try the same tweet at different times of day and compare responses. See what the impact is of using hashtags and mentions in tweets. Remember we are trying to get better at this!

7. Tweetdeck is great for setting timed tweets. This is meant to be manageable, pleasurable and not disruptive activity. You can load up tweets at your convenience and then let them be posted through the day. If things change you can also easily edit them in advance.

8. Link  your Twitter to Facebook, LinkedIn, blogs etc. You need to think carefully about this but Twitter provides additional topical comments to the rest of your Social Media footprint. You can also set Twitter notifications from the other media. I think this can be really effective and draw people to follow you wherever they touch your social presence first. Just think about the volume and tone of activity overall and what it would look like in each of your social media locations. You may sometimes choose not to link some tweets. When you are linking from blogs and use Twitter notifications the title of your blog may well be the subject of the Tweet and, with a lengthy link url, there may not be many spare characters. Think about the titles of your blog posts in this context – pithy and encouraging people to click the link.

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Written by greencontact

March 12, 2012 at 3:00 pm

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