1. Social Media Monitoring Tools – an overview
Stefan Betzold | pier314 GmbH | www.pier314.de | twitter: @stefanHH

2. How well do you know your customer?
 and what they’re saying about  in the social media universe
- your product? - in blogs?
- your brand? - in boards and forums?
- your reputation? - in social networks?
- your competition? - on microblogs like Twitter?
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3. Why is this important?
 the Kryptonite Case
2
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4. Webmonitoring in German Companies
a study
© 2009 pier314 GmbH Source: WebKnow Studie 2008, Universität Köln 3

5. Elements: activity analysis
 Overview of activity in the Social
Media space
 Compare trends across different
social media platforms
 Analyse trends against competing
brands and products
 Identify peaks in the conversation
related to certain events
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6. Elements: Understand Demographics
 Analyse demographic overviews of
active users and voices e.g. Gender,
Age
 Identify main locations for activities:
Geo-location with mapping
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7. Elements: Understand Sentiment
 Estimation of positive/negative
responses
 Automatic and/or manual
sentiment analysis
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8. Elements: Identify Key Influencers
 Identify key influencing blogs, sites
and/or users for every topic
 Connect with influencer information
and profiles
 Enable direct communication with
influencers
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9. Elements: Identify related topics
 View tag clouds, themes, trends
 Identify most relevant contextual
keywords
 Estimate emotions based on
sentiment analysis
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10. Elements: Share Intelligence
 Automated report generation and
distribution via email and RSS
 Drill down to individual results and
details
 Export analysis
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11. Steps for Social Media Monitoring
Listening: Discovering Measuring: Monitoring, Engaging: Active dialog
real-time and relevant, analyzing and tracking with customers and
consumer conversations those conversations tracking/tagging
comments for further use
© 2009 pier314 GmbH Copyright © 2009 Radian6
6/25/2009- 10
10

12. Step 1:
Listen to your customer´s voice
A variety of free tools is available
to listen to your customer´s voice, e.g.
Listening  Blog Searches
(Technorati, Google Blog Search, Twingly)
 Twitter-Monitoring
(Twitter search, tweetscan)
 Search-Tools
(Google Insights, Google Trends)
 Aggregator Tools
(SocialMention, StepRep, Filtrbox)
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13. Technorati Blog Search
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14. Technorati Blog Search
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15. Google Blog Search
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16. Twingly Blog Search
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17. Social Mention Search
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18. Filtrbox Media Monitoring
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19. Blogpulse Blog Monitoring
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20. Addict-o-matic aggregator
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21. Steprep reputation monitoring
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22. Step 2:
Measure and analyze the conversations
A growing set of professional tools and
Services is offering monitoring solutions to
Measuring enable and facilitate the analysis, e.g.
 Radian6
 Techrigy SM2
 Socialradar
 Synthesio
 Biz360
 Visible Technologies TruCast
 BuzzLogic
 Cloudtracker
 Bluereport
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23. Trackur keyword monitoring
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24. Scoutlabs Social Media Monitoring
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25. Scoutlabs Social Media Monitoring
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26. Scoutlabs Social Media Monitoring
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27. Scoutlabs
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28. Radian 6
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29. Radian 6
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30. Radian 6
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31. Radian 6
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32. Radian 6
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33. Techrigy SM2
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34. Techrigy SM2
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35. Techrigy SM2
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36. Techrigy SM2
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37. Techrigy SM2
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38. Techrigy SM2
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39. Synthesio (FR)
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40. Synthesio (FR)
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41. Synthesio (FR)
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42. Visible Technologies (US)
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43. Infegy Socialradar
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44. Infegy Socialradar
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45. Infegy Socialradar
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46. Infegy Socialradar
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47. Infegy Socialradar
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48. blueReport (CH)
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49. blueReport (CH)
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50. Cloudtracker.fm (currently in alpha)
German tool specialized on Entertainment
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51. Cloudtracker.fm (currently in alpha)
German tool specialized on Entertainment
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52. Step 3:
React to the customer feedback!
Reacting on positive and/or negative entries,
statements, postings or customer queries
Engaging  Company or CEO statements on
complaints
 Using customer feedback for product
improvements and bug fixing
 Using customer ideas for product
innovations and developments
 Reacting on customer questions
 etc.
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53. The power of Engaging:
The Domino Pizza Case
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54. The power of Engaging:
The Domino Pizza Case
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55. Sentiment Analysis on Domino Pizza
Video on youtube answer on youtube
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56. Engage?
Do you react to negative statements?
© 2009 pier314 GmbH Source: WebKnow Studie 2008, Universität Köln 55

57. The Power of Reputation
„It takes 20 years to build a reputation
and five minutes to ruin it.
If you think about that,
you'll do things differently.“
(Warren Buffett)
© 2009 pier314 GmbH 56

58. Thank You! | @stefanHH