Hands-on Social Media 2: Monitoring

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  • The good news: they talk in public. And they talk loud. You just have to find out where they are talking. And then you have to listen.
  • The good news: they talk in public. And they talk loud. You just have to find out where they are talking. And then you have to listen.
  • These people are here to talk to each other primarily. They trust each other a heck of l lot more than you. They don’t trust your advertising. Heck, they may not trust what you say about yourself.
  • Hands-on Social Media 2: Monitoring

    1. 1. hands on social listening and responding aug 31/sep 1, 2009
    2. 2. Photo credit: wili_hybrid (flickr) They are talking about you.
    3. 3. Listen. Photo credit: Katie Tegtmeyer (flickr)
    4. 4. Social Monitoring Tools SocialMention: socialmention.com Facebook Lexicon: www.facebook.com/advertising/?lexicon Technorati: www.technorati.com Google Blog Search: http://blogsearch.google.com Blogpulse: www.blogpulse.com TwitGraph: http://twitgraph.appspot.com/ Twitter: http://search.twitter.com Setup Complexity Dashboard Functionality Sentiment Reach/ Relevance Price *Radian6 ( www.radian6.com ) 3 Comprehensive/ Interactive No 5 $500-1000+ ScoutLabs ( www.scoutlabs.com ) 4 Comprehensive Yes 4 $100-750+ Techrigy (SM2) ( www.techrigy.com ) 3 Limited Yes 4 $500-1000+ TrackUr ( www.trackur.com ) 5 Limited No 3 $20-200+
    5. 5. Collect information to answer basic questions Photo credit: Goran Zec (flickr)
    6. 6. What are they saying?
    7. 7. Where are they saying it?
    8. 8. Photo credit: victoriapeckham (flickr) Who are they?
    9. 9. Ready to join in? Photo credit: Caitlinator (flickr)
    10. 10. <ul><li>Crisis management </li></ul><ul><li>Relationships </li></ul>Think before you speak. Photo credit: Mel B. (flickr) What are your goals?
    11. 11. <ul><li>Set up alerts </li></ul><ul><li>Identify opportunities, issues </li></ul><ul><li>Respond quickly before things </li></ul><ul><li>get out of hand </li></ul><ul><li>Classify the appropriate level of response </li></ul>Awareness / Crisis Management
    12. 12. <ul><li>The Good: </li></ul><ul><ul><li>Say thank you </li></ul></ul><ul><ul><li>Favorite </li></ul></ul><ul><ul><li>Share </li></ul></ul><ul><li>The Bad: </li></ul><ul><ul><li>Help </li></ul></ul><ul><ul><li>Offer response </li></ul></ul><ul><li>And the Ugly: </li></ul><ul><ul><li>Monitor </li></ul></ul>Response Photo credit: goa_entranced and ark (flickr)
    13. 13. <ul><li>It’s a long term commitment </li></ul><ul><li>Become a part of the community </li></ul><ul><ul><li>Create social outposts </li></ul></ul><ul><li>Use your research </li></ul><ul><ul><li>Focus on where people are </li></ul></ul><ul><ul><li>Talk about the things they care about (and are already discussing) </li></ul></ul><ul><ul><li>Provide value, not just sales messages </li></ul></ul>Create Relationships
    14. 14. <ul><li>Always be yourself </li></ul><ul><li>Be personable (act like a human) </li></ul><ul><li>Keep listening </li></ul><ul><ul><li>It’s a cycle </li></ul></ul>No Matter What Photo credit: flowgo.com
    15. 15. Q&A

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