Web 2.0 Development Tips
- Use social media to improve product knowledge. Join tourist board Facebook groups to learn about the latest information.
- Watch and listen before getting involved. Monitor TripAdvisor and set up Google alerts to understand how consumers feel about your product. Resolve any negative feedback constructively.
- Have a strategic Web 2.0 plan in place in your company - assign responsibility and don't deal with social media as a one-off program.
- There is no point in having a Facebook page or a Twitter feed if you don't have anything to say to people. You need a reason to talk. Deals, destination information and tips are good reasons.
- Think carefully about the information you post about your company - the potential impact is huge.
Which Web 2.0 tools to use?
TripAdvisor: It's important to monitor TripAdvisor as it has a real influence on potential customers. As a tour operator, ensure you respond to any negative feedback, while agents should monitor those products they sell but haven't visited themselves.
Facebook: Use this popular social networking site to up your product knowledge by joining groups that are relevant to you. If your company sets up a Facebook page, ensure it is updated regularly and relevant to the consumer.
Twitter: This new service has taken the world by storm. The micro-blogging site (similar to normal blogs, but each entry [tweet] can be only 140 characters long) is perfect to add a human element to your company. You can update people with current promotions and events, but ensure you keep it fresh and interesting, otherwise you won't gain any followers.
Flickr: Pictures do speak louder than words and operators can easily set up an account with a photo-sharing site such as Flickr and encourage customers to upload their pictures and write reviews.
YouTube: Online videos are great advertising for resorts and hotels. And, it's easy to upload existing videos to your own YouTube channel.