We think we listen, but we don’t. Mutitasking diminishes our contributions to each task. In communications this is called noise. Difference between listening and hearing. Listening is the first rule of social media … good listening enables good …
Need to LISTEN to our customers – public – audience Actual customers and potential customers (also influencers) What do we listen for? Industry topics, Conversations specific to you, interests of those important to us. Why are we listening to people?
Listen to their needs, wants, etc. – Give ‘em what they want - Appear smart Ask them what they need, want – Give ‘em what they ask for - Appear smarter Share and establish authority – Make ‘em want what you give ‘em - Appear smartest
Now we need the practical how-tos
SPRAY – Search, Prioritize, Route, Act and YES!
Lots of ways to slice this. These are what I use. RSS is the key or you’ll have trouble managing it.
Don’t forget there’s an app for everything.
Lots of paid solutions that offer variations on the theme. Some are PRICEY and some are measurement rather than monitoring.
Five major buckets of what you’ll find. Some require immediacy Some require capture for later Engagement isn’t 1:1 it’s 1:XXXXXXX
Follow up Assign for follow up Evernote – Delicious – ReQall – Jott - Omnifocus GET IT DOWN
You have to do the heavy lifting. Follow up on the idea, put it into action. Turn the user idea into an event reality (prioritizing budget, scale, etc.)
SPRAY … YES! (Don’t get any on ya.)
Do this and you’ll quickly find your ideas, speaker suggestions, event ideas and more … all come together.
1. The Art of Listening <ul><li>Consumer Intelligence & Actionable Insights </li></ul><ul><li>FOR FREE! </li></ul><ul><li>Event Camp </li></ul><ul><li>February 6, 2010 </li></ul><ul><li>New York City </li></ul>
2. We think we do, but don’t Image: Urosk on Shutterstock.com
3. Listening Allows Us To Serve Image: Stephan Coburn on Shutterstock.com
4. Photo: Pefkos on Shutterstock.com
5. <ul><li>How Do We Listen? </li></ul><ul><li>What Do We Do With It? </li></ul>Photo: Mike Baldwin on Shutterstock.com
11. <ul><li>Assign for follow up </li></ul><ul><li>Capture into project management system </li></ul>Image: marekuliasz on Shutterstock.com
12. Image: Zsolt Nyulaszion Shutterstock.com
13. Image: fonzales on Shutterstock.com
14. <ul><li>Listen </li></ul><ul><li>Mitigate Complaints </li></ul><ul><li>Engage In Conversation </li></ul><ul><li>Capture Ideas & Use Them </li></ul>Image: Shutterstock.com
15. Some Resources Jason Falls Principal Social Media Explorer Email: [email_address] Twitter: @JasonFalls Phone: 502.509.4763 Web: socialmediaexplorer.com Newsletter: socialmediaexplorer.com/newsletter