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Social Listening and Research

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Created by Gibson Patterson, Social Media Strategist at Razorfish

Created by Gibson Patterson, Social Media Strategist at Razorfish

Published in: Business

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  • 1. Social Listening &ResearchMay 10, 2013Gibson PattersonSocial Media Strategist at Razorfish@gibsonpatt
  • 2. The three aspects of listeningMonitoringMining Measuring
  • 3. Social Listening informs Social ActivationsSource: January 14, 2012 http://susanetlinger.wordpress.com/2012/01/14/defining-social-media-listening-vs-measurement/
  • 4. But you need a tool to do Social Listeningefficiently…
  • 5. Some of the key vendors
  • 6. While these tools are user-friendly, you needto speak their language…
  • 7. Definition of Boolean Logic
  • 8. These terms include (but are definitely notlimited to):AND – apple AND pie will retrieve all posts containing both wordsOR – apple OR pie will retrieve all posts containing either wordNOT – apple NOT pie will retrieve all posts containing the word apple unlessthey also include the word pie“exact phrase”- “apple pie” will pull back all posts talking about apple pie butnot posts discussing apples and pies separately in the same post.Wildcards - air* would yield airport, airline, airfareCompound Searches - pie AND (apple OR peach OR cherry) the search willcapture all posts that mention the word pie and at least one of the three wordsProximity – “apple pie”~5 will capture all posts that have both terms within fivewords of each otherSource: Visible Intelligence
  • 9. And it takes practice.
  • 10. What kind of info can you expect from sociallistening?
  • 11. Current pop culture makes a fun case study…
  • 12. Trending
  • 13. Trending
  • 14. Share of Voice/Volume
  • 15. Word Clouds
  • 16. But wait…there was something much moreimportant that happened that week…
  • 17. Trending
  • 18. Trending - Comparison
  • 19. Share of Voice/Volume
  • 20. Media Types
  • 21. Sentiment?
  • 22. Natural Language ProcessingSource: NetbaseNatural Language ProcessingI know Listerine kills germs because it hurts.Text AnalyticsI know Listerine kills germs because it hurts.Keyword SearchI know Listerine kills germs because it hurts.(brand) (positive benefit) (reason)(negative words) (negative word)(brand)(keyword) (keyword) (keyword) (keyword) (keyword) (keyword)
  • 23. Be sure to always…
  • 24. Put the project in writing. Having the brandsand categories you are supposed to beanalyzing upfront will save time and stress later
  • 25. Plan ahead. Social listening is often moretime consuming than you think
  • 26. Clean the data. Do not accept your first pass atbuilding queries or the data they pull. Beprepared to conduct constant updates
  • 27. Own your insights. Ideally you will be the onepresenting this information and you have tofeel comfortable enough with it to defendyour conclusions, usually off the top of yourhead
  • 28. Conduct manual research. Social listeningtools are far from perfect or even precise.While they may offer up the initial data, it isbest to supplement with other relevant info
  • 29. Provide concise conclusions. Always focus onthe key takeaways and actionable informationfor your client, since this often the most valuablepart of social research.
  • 30. Determine trends. Knowing the latest about abrand and/or category will help you providethe most useful conclusions and demonstratethat you are a subject matter expert
  • 31. Questions?