Social Media - Monitoring & The Real Time Web
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Social Media - Monitoring & The Real Time Web

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  • Utilizes the group – think about that. Instead of us broadcasting our message one way, now there is two way and even multi way discussion occurring.
  • It’s not my place to say, but those that DO respond to negative, often turn it to positive story/press.
  • Is you customer service limited, or is it open and ready to play in the social playground?

Social Media - Monitoring & The Real Time Web Social Media - Monitoring & The Real Time Web Presentation Transcript

  • Presented by Jodi Gersh Content Manager, Gannett ContentOne Social Media I
    • Monitoring your brand (brand reputation)
    • Social media customer service
    • Using the real time web (trending topics)
    • Q & A
  • But first- What is Social Media View slide
    • Social media is media designed to be disseminated through social interaction , using highly accessible and scalable publishing techniques. Social media uses web-based technologies to transform and broadcast media monologues into social media dialogues . They support the democratization of knowledge and information and transform people from content consumers to content producers.
    • - Wikipedia
    View slide
  • WHAT?
    • Participatory online media that utilizes the group to write and direct content, rather than a read-only media.
    • Allows for direct contact between participants.
    • from urbandictionary.com
  • Monitoring First up
      • People ARE talking about you (or your products, services, competition, etc.)
      • Do you know what they are saying?
      • Do you want to know?
  • Have you heard of #MotrinMoms?
  •  
    • There are many tools out there to monitor the web. Some free. Some not free.
    • We will take a look at a few free ones (more likely you’ll use these), then review some of the paid options.
    Many of these tools are listed on the Social Media SharePoint site.
      • Keyword Alerts
        • Google Alerts
        • Tweetbeep
        • Social Mention
      • Keyword Real Time Searches
        • Social Mention
        • Collecta
        • Backtype
        • Monitter
    More tools are listed on the Social Media SharePoint site.
  •  
  • More tools are listed on the Social Media SharePoint site. Reputation Management
  •  
  •  
  • Now that you know what they are saying… what are you going to do about it?
  • Next up- Social media customer service
  • using social media for customer service Search ‘ComcastCares’ on Google and you will see case study after case study
    • using social media for customer service
  •  
    • "Every local business should be listening and learning from the online word-of-mouth conversation customers are having about their business. The smartest local businesses are going one step further by responding online to positive and negative reviews from customers.“
    • -John Moore, marketing strategist, Word of Mouth Marketing Association
    • Companies should use social networks to solve my problems – 43%
    • Companies should solicit feedback on their products and services – 41%
    • Companies should develop new ways for consumers to interact with their brand – 37%
    • Companies should market to consumers – 25%
    According to the 2008 Study, 93% of social media users believe a company should have a presence in social media and 85% believe a company should not only be present but also interact with its consumers via social media. 56% feel both a stronger connection with and better served by companies when they can interact with them in a social media environment. When asked about specific types of interactions, Americans who use social media believe:
    • Mashable.com HOW TO: Use Twitter for Customer Service http://mashable.com/2009/05/09/twitter-customer-service/
    • USA TODAY Social media like Twitter change customer service http://www.usatoday.com/tech/news/2009-11-18-twitterserve18_ST_N.htm
    Good Resources
  •  
  • Photo courtesy of Flickr user: xcode
  • Next up- Using the real time web (trending topics)
    • The real-time web is a set of technologies and practices which enable users to receive information as soon as it is published by its authors, rather than requiring that they or their software check a source periodically for updates.
    • - Wikipedia
    What is the Real Time Web?
    • How can you use the real time web?
      • Twitter Search
      • Facebook Search
      • Aforementioned real time search sites (social mention, etc.)
      • Google Social Search / Trends
      • Why would you?
    Using The Real Time Web
  • Do you know what is happening RIGHT NOW?
    • Twitter trending topics are words, phrases or topics that get tweeted multiple times. These topics become popular either through a concerted effort by users or because of an event that prompts people to talk about one specific topic. These topics help Twitter and their users to understand what is happening in the world.
    • - Wikipedia
    Trending Topics
  • Trending Topics :: Tools
  • Trending Topics :: Tools
  •  
    • “ Some of our news producers set up Google Hot Trends as their home page so they can monitor what keywords are being searched within the hour. If it’s important on the web, it’s most likely important to the TV viewer.    
    • Our team also monitors the local Twitter trends. Twitter trends breakdown into certain markets, and Washington, DC is one of them.  When we tweet, we make sure we use the same popular keywords that people are already using so the chances of them seeing our posts are much greater.  For example, there is a trend in Washington, DC for the word “Pollen”, so we’d rather use that word than Allergy.”
    • Patrick O’Brien- Digital Development Director, W*USA-TV
  •  
    • FREE MONITORING TOOLS
    • Google Alerts http://www.google.com/alerts
    • Tweetbeep http://tweetbeep.com/
    • Social Mention http://socialmention.com/
    • Collecta http://collecta.com/
    • Backtype http://www.backtype.com/
    • Monitter http://monitter.com/
    • Google Hot Trends: http://www.google.com/trends/hottrends
    • PAID MONITORING TOOLS
    • Radian6 http://www.radian6.com/
    • Filtrbox http://www.filtrbox.com/
    • Trackur http://www.trackur.com/
    • Jodange http://www.jodange.com/
    • BrandsEye http://www.brandseye.com/
    • Sysomos: www.sysomos.com
    • Scout Labs http://www.scoutlabs.com
    • Social Talk http://socialtalk.com/
    • Gannett Social Media SharePoint site http://sps.gannett.gci/areas/ContentOne/SocialMedia
    • Jodi Gersh, [email_address] , @jodiontheweb
    • Gannett Monthly Social Media newsletter (if you don’t already receive it, email me and I will add you to the distribution list)
  • Q & A Source materials for this presentation, photos and content credit: