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Social Media Listening
A CASE STUDY
Tyler Thomas - @TylerAThomas
#UNLTT
Social Media
“Listening” is important
#UNLTT
We Know • WE CAN FOLLOW USERS
• USERS CAN FOLLOW US
• USERS CAN MENTION US
• USERS CAN TAG US IN
POSTS
• USE OUR
BRANDED/PROMOTED
HASHTAGS
#UNLTT
#UNLTT
But what happens when
they don’t?
#UNLTT
#UNLTT
@GWGOES2COLLEGE
@D_CLAWS
Our
Social Media
Listening
Goals
• PROVIDE GREAT
CUSTOMER SERVICE
• MITIGATE ISSUES
• MANAGE RISK
• ENGAGE USERS WHERE
THEY ARE
• KNOW WHAT’S BEING
SAID:
›› ABOUT US
›› BY WHO
›› WHEN
›› IDENTIFY INFLUENCERS#UNLTT
Introducing
Brand Keywords,
Phrases & Locations
#UNLTT
#UNLTT
@GWGOES2COLLEGE
@D_CLAWS
Brand
Keywords &
Phrases
WHAT WORDS ARE
USERS
SHARING CONTENT
WITH?
• ARE THEY USING YOUR
BRAND NAME?
• ARE THEY USING SHORT
VERSIONS OR
ACRONYMS?
• DO THEY SPELL
CORRECTLY?
• WHAT HASHTAGS? #UNLTT
Brand
Keywords &
Phrases
WHAT WORDS OR
PHRASES
SHOULD YOU EXCLUDE?
• ARE THERE OTHER
ASSOCIATIONS OR
PHRASES YOU SHOULDN’T
INCLUDE IN YOUR
SEARCH?
#UNLTT
Where are
users sharing?
#UNLTT
#UNLTT
@GWGOES2COLLEGE
@D_CLAWS
Right now, we listen
where we post,
but what about other
digital streams?
#UNLTT
Where
• SOCIAL MEDIA
PLATFORMS
›› ARE YOU CHECKING
LOCATION CHECK-INS
›› LOCATION PHOTO TAGS
(‹‹INSTAGRAM››)
• YOUTUBE
• TUMBLR & OTHER BLOGS
• RSS FEEDS
#UNLTT
#UNLTT
@GWGOES2COLLEGE
@D_CLAWS
Why
WE CAN BETTER
ACCOMPLISH OUR GOALS
BY
• OPENING NEW STREAMS
OF ONLINE
COMMUNICATION
• NEW OPPORTUNITIES TO
ENGAGE USERS
• FIND USER GENERATED
CONTENT
• CONNECT WITH KEY
INFLUENCERS #UNLTT
@GWGOES2COLLEGE
@D_CLAWS
#UNLTT
@GWGOES2COLLEGE
@D_CLAWS
#UNLTT
@GWGOES2COLLEGE
@D_CLAWS
#UNLTT
@GWGOES2COLLEGE
@D_CLAWS
#UNLTT
What’s next?
#UNLTT
What’s Next?
• A SMALL GROUP IS
ACTIVELY TESTING AND
EVALUATING TOOLS THAT
ASSIST WITH ONLINE
LISTENING AND WE HOPE
TO BRING A SOLUTION TO
CAMPUS
• START YOUR LIST OF
KEYWORDS & PHRASES
• UNCOVER LOCATIONS
THAT MAKE SENSE FOR
YOUR GROUP
• SET UP GOOGLE ALERTS#UNLTT
Thank You!
QUESTIONS?
Tyler Thomas - @TylerAThomas
#UNLTT

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