Online Community and Social Media Listening Tools Susan Tenby, Senior Manager of Online Community Development, TechSoup Global

Uploaded on

Online Community is no longer just about forums and email lists— the key now is learning how to engage your community in many locations across various social media channels. This session will …

Online Community is no longer just about forums and email lists— the key now is learning how to engage your community in many locations across various social media channels. This session will introduce the basics, including common stumbling blocks and how to avoid them, and the must-have tools that will help you more efficiently manage your community of volunteers and supporters.

More in: Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads


Total Views
On Slideshare
From Embeds
Number of Embeds



Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

    No notes for slide
  • and
  • Having events gives you a reason to share with your community, helps you reach outside communities, gives you the opportunity to be found on topical communities in the archiving, like Slideshare. Enlisting volunteer bloggers and tweeters opens your community up to more people, giving them ownership of the community. Helps create user-generated content.
  • Take advantage of FB’s graphical interface, don’t usehashtags, they aren’t serving their purpose on FB, tag via FB’s tagging convention.
  • Cher uses ALL CAPS, tweets longer than 140 so her stream is one long, disjointed tweet


  • 1. Social Media
    a conversation with a community,
    not a monologue with megaphone
    Susan Tenby
    TechSoup Global
  • 2. We are working toward a time when every nonprofit and social benefit organization on the planet has the technology resources and knowledge they need to operate at their full potential
  • 3. TechSoup Global has established an extensive partner network in 32 countries
    Hong Kong
    New Zealand
    South Africa
    United Kingdom
    United States
  • 4. Online Community and Social Media Team
    Double-click to enter title
    Communicating across social media channels for the TechSoup Global online networks
    Double-click to enter text
  • 5. Social: What tools to use &
    what NOT to do
    • Find a third party listening dashboard tool that you like
    • 6. Subscribe to Alerts
    • 7. Don’t delete or Ignore negative feedback, address it
    • 8. Don’t use your friends and followers for their networks
    • 9. Tag Strategically, redundantly across multiple channels
    • 10. Don’t only broadcast abtyr org, share stories &respond
    • 11. Don’t be a control freak, but guide
    • Don’t just expect someone will run
    your SM channels, designate someone!
  • 12. A few good dashboards
    • Good for listening, include tags, common misspellings, lists/groups
    • 13. Allows us to follow multiple streams across many social media sites, creating specialized campaign and search tabs for various projects, events and organizations
    • 14. Paid version gives downloadable reports for ROI information
    • Free version won’t allow for multiple accounts or multiple users
  • CoTweet
    Pros: FREE
    • Schedule & assign Tweets ahead of time PR releases & allows teams to manage accounts
    • 15. CoTweet & Hootsuire allow us to see who responded, when & so we can figure out how to follow up to each request
    Cons: Not as easy of listening interface
  • 16. Create your own special sauce
    • Figure out what your needs are, use a combination of tools
    • 17. Don’t forget about mobile tweeting (Tweetdeck for multiple accounts, channels mobile interface)
    • 18. Many mobile clients have pic uploader installed in the app (Peep)
    • 19. Figure out a workflow that isn’t confusing to avoid Freudian tweets
    • 20. When you don’t have anything to say: Curate, ReTweet, reply to conversations using hashtags and Share widely
    • 21. Worry more about RT than followers
  • Be Redundant: Amplify Your Events & Message
    • Remember your audience is in more than one community
    • 22. Think about these channels as communities, speak their language, use the local media
    • 23. Broadcast your events via Ustream, Twitter
    • 24. Follow all your events with wrap-ups & broadcast the Slidesharelink
    • 25. Have regular events and be consistent about how you share them
    • 26. Enlist volunteers to live-tweet / blog
  • Amplify, but speak the right local language
    Don’t use other ppl’s pages as a platform for yr spam
    Don’t Auto Feed into Facebook
    Don’t use Selective Tweets
    Take a little time, show you care
    Take Advantage of features of the channel
    Find yr niche community & stay focused on that topic
  • 27. Curate, Point to others, save bookmarks & share
    • Don’t ever be afraid of having nothing to say:You can always Curate!
    • 28. Use Delicious to save bookmarks and share them
    • 29. Use Scoop.It to help you find topical, relevant, reusable content
    • 30. Share it and content from others
    • 31. When in doubt, ReTweet and be generous with @replies
  • Use Delicious to serendipitously search for your peeps
    • Look for others using a tag you choose
    • 32. Find what else those people bookmarked
    • 33. Find other relevant tags
    • 34. = Twitter + Delicious
    • 35. Share your resources via social media
    • 36. If you’re listening, you can learn new tags on twitter & search other networks for them too
  • Don’t Tweet
    Like CHER.
    • Don’t tweet like Cher
    • 37. Don’t make up #uselesshashtags
    • 38. Don’t spam via DM
    • 39. Don’t call yourself a rockstar or guru
    • 40. Don’t put an emoticon or exclamation mark after every tweet
    • 41. Don’t be self-referential in all your tweets
    • 42. Track click-thru using & do what works
  • Contact Me.. Really!