Professional Documents
Culture Documents
SOCIAL
MEDIA:
LIVING IN
THE
CONNECTE
D WORLD
© 2014 Cengage Learning. All Rights Reserved. May
not be scanned, copied or duplicated, or posted to a
publicly accessible website, in whole or in part. 1
Chapter 4 Marketing: Social Media: Living in the Connected World
Objectives
1. Define social media and distinguish
between social media platforms and
social media tools.
2. Describe the ways in which consumers
and businesses use social media for their
buying decisions.
3. Outline the elements of a written social
media marketing plan.
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 2
Chapter 4 Marketing: Social Media: Living in the Connected World
Objectives
4. Discuss the importance of setting goals
and developing strategies, including
targeting an audience, for a social media
marketing initiative.
5. Identify the qualities of effective social
media content and the rules of
engagement with social media.
6. Describe the different means of
monitoring, measuring, and managing the
social media marketing campaign.
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 3
Chapter 4 Marketing: Social Media: Living in the Connected World
Objectives
7. Discuss the ethical and legal issues
encountered by marketers in social
media marketing.
8. Identify the different types of positions in
social media marketing, and outline tips
for landing an entry-level job.
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 4
Chapter 4 Marketing: Social Media: Living in the Connected World
Social Media
▮ Different forms of electronic communication
through which users can create online
communities to exchange:
• Information
• Ideas
• Messages
• Other content such as videos or music
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 5
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 6
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 7
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 8
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 9
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 10
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 11
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 12
Chapter 4 Marketing: Social Media: Living in the Connected World
App
▮ Marketers
• Know that potential and existing customers use
all kinds of apps, and they want to tap into the
opportunities created by this phenomenon
• Must find ways to identify the apps that will
support the goals of their social media
marketing efforts
• Need to choose the ones that reach and attract
their target audience and influence consumers
to make decisions in favor of their goods and
services
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 13
Chapter 4 Marketing: Social Media: Living in the Connected World
QR Codes
▮ Short for quick response codes
▮ Two-dimensional bar codes that can be read
by some mobile phones with cameras
▮ Information contained in the code is shared
with the user
• Might lead to a video, give details about a
product, or offer a coupon
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 14
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 15
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 16
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 17
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 18
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 19
Chapter 4 Marketing: Social Media: Living in the Connected World
Consumer Behavior
▮ Shoppers who shop with search engines do
so because these provide the greatest
amount of information about products and
companies
▮ Search engines help with comparison
shopping, particularly when it comes to
price
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 20
Chapter 4 Marketing: Social Media: Living in the Connected World
Consumer Behavior
▮ Consumers rely on the communities created
by social media for their buying decisions in
order to:
• Learn about new goods and services
• Conduct research and share information
• Make final purchase decisions
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 21
Chapter 4 Marketing: Social Media: Living in the Connected World
Business Behavior
▮ Businesses use social media to build
relationships, including partnerships with
other companies
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 22
Chapter 4 Marketing: Social Media: Living in the Connected World
Not-for-Profit Organizations
▮ Use social media to:
• Market themselves
• Generate donations or other types of funding
• Spur action
• Promote an event
• Educate the public
• Encourage and showcase partnerships with
other organizations
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 23
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 24
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 25
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 26
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 27
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 28
Chapter 4 Marketing: Social Media: Living in the Connected World
Setting Goals
▮ Successful social media marketing campaign
starts with clear goals
▮ Once goals are established, marketers are
better able to develop strategies and choose
the right platforms or outlets for their
messages
▮ Clear goals help everyone involved in the
campaign to aim their efforts in the right
direction
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 29
Chapter 4 Marketing: Social Media: Living in the Connected World
Setting Goals
▮ Goals should be flexible
• Conditions in the marketing environment may
change, and marketers should be able to adapt
their goals without scrapping an entire plan
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 30
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 31
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 32
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 33
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 34
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 35
Chapter 4 Marketing: Social Media: Living in the Connected World
Creating Content
▮ SMM content is a two-way street
▮ In order for SMM to succeed, the content of
its messages must engage the target
audience in the conversation
▮ Content marketing – Creating and
distributing relevant and targeted material
to attract and engage an audience, with the
goal of driving them to a desired action
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 36
Chapter 4 Marketing: Social Media: Living in the Connected World
Creating Content
▮ Content for an effective SMM campaign has:
• A strong brand focus
• A focus on the audience rather than the
organization
• Targeted keywords
• Relevant information
• Shareworthy text and images
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 37
Chapter 4 Marketing: Social Media: Living in the Connected World
Creating Content
• Invitations to generate content via posts, shares,
discussions, reviews, or other forms of dialogue
with the organization as well as with fellow
customers
• Promotions that offer discounts, gifts, or other
special deals in exchange for participation
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 38
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 39
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 40
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 41
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 42
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 43
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 44
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 45
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 46
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 47
Chapter 4 Marketing: Social Media: Living in the Connected World
Managing
▮ Managing a social media marketing
campaign or a company’s overall social
media efforts requires skill, expertise, and
understanding of the company’s:
• Brand
• Competitors
• Social media environment
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 48
Chapter 4 Marketing: Social Media: Living in the Connected World
Managing
▮ This means:
• Maintaining a grasp on the success or failure of
previous strategies, knowledge of the benefits
and drawbacks of the different social media
platforms and tools, and an ability to interpret
data without losing sight of the overall goal
• Being flexible enough to change tactics when
necessary to avert or minimize a crisis
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 49
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 50
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 51
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 52
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 53
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 54
Chapter 4 Marketing: Social Media: Living in the Connected World
Types of Jobs
▮ Social media marketing manager or digital
marketing manager
▮ Social media strategist
▮ Brand manager
▮ Online community manager
▮ Influencer relations
▮ Social media specialist
▮ Social media analytics
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 55
Chapter 4 Marketing: Social Media: Living in the Connected World
Types of Jobs
▮ Social media design
▮ Social media developer
▮ Content programmer
▮ Blogger or copywriter
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 56
Chapter 4 Marketing: Social Media: Living in the Connected World
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 57
Chapter 4 Marketing: Social Media: Living in the Connected World
Zappos Video
http://www.cengage.com/marketing/book_content/boone_9781133628460/vi
deos/ch04.html
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. 58