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Social media listening at Convio Summit

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Social media listening at Convio Summit Presentation Transcript

  • 1. Social Media Listening20+ Tools, Tips and Tricks by Danielle Brigida and Wendy Harman@starfocus & @wharman
  • 2. is Your Friend
    Google Analytics
    Google Alerts
    Google Reader
    Google Insights
    Google Webmaster
    Step 1: Listen
  • 3. http://search.twitter.com
  • 4. Searching ReTweetshttp://bit.ly and www.topsy.com
  • 5. Search Hashtagshttp://wthashtag.com & http://twazzup.com
  • 6. Search Shortened Linkshttp://backtweets.com
  • 7. http://crowdeye.com
  • 8. Find People to Follow
    Twitter Lists
    Twellow and Wefollow.com
    Followerwonk.com
    Twitter’s Suggested Users
  • 9. Searching on Specific Sites
  • 10. Listening on Facebook
    Community Pages
    http://www.socialmention.com
    http://www.kurrently.com
    http://www.boardreader.com
  • 11. Community Pages
  • 12. http://kurrently.com
  • 13. Organize Your Tweets
    Hootsuite
    Cotweet
    Tweetdeck
  • 14. http://www.Postling.com
  • 15. Listening Sites
    • Socialmention
    • 16. WhosTalkin
    • 17. Icerocket
    • 18. Technorati
    • 19. Blogpulse
    • 20. Addictomatic
  • Listening Dashboards
  • 21. Paid Tools
  • 22. Small Act’s Thrive
  • 23. Spredfast
  • 24. Radian6
  • 25. You’ve Listened, Now What?
    Comment on posts and mentions
    Track mentions
    Send updates to other staff
    Be willing to be engaged and informed by your audience
  • 26. Social media triage
    22
    Take reasonable action to fix issue and let customer know action taken
    Negative
    Positive
    Yes
    Yes
    No
    Assess the message
    Evaluate the purpose
    Do you want to respond?
    Does customer need/deserve more info?
    Unhappy Customer?
    No Response
    Yes
    Are the facts correct?
    Gently correct the facts
    Yes
    No
    No
    No
    Can you add value?
    DedicatedComplainer?
    Are the facts correct?
    Yes
    Yes
    No
    No
    Yes
    Respond in kind & share
    Thank the person
    Comedian Want-to-Be?
    Explain what is being done to correct the issue.
    Is the problem being fixed?
    Yes
    No
    Yes
    Let post stand and monitor.
    © Alitmeter Group
  • 27. Create Daily, Weekly or Monthly Reports
  • 28. Social Marketing: Post Volume
    Insight
    • Post volume increased marginally as compared to the previous day
    • 29. Tweet by @BobGaretton free donations to American Red Cross was re-tweeted and shared a lot
  • Social Marketing: Mentions by Platform
    Insight
    • A Majority of mentions were found on news sites.
    • 30. Twitter volume increased considerably compared to the previous day.
  • Content Slide Title
    Social Marketing: Sentiment
    Positive
    Negative
    0.22%
    50.82%
  • 31. Top Sites & Conversation Samples
    Top Sites
    Recurring Keywords
  • 32. Content Slide Title
    Content Slide Title
  • 33. Content Slide Title
    Content Slide Title