Social Media Monitoring
Ahmed Bouzid
Director of ProductDirector of Product
Angel, Inc.
October 4, 2010
The Basic Questions
• Why Monitor?
• Where to Monitor?
• What to Monitor?
• How to Monitor?• How to Monitor?
Basic Concepts
Influence/Influencers: blogs, tweets, facebook pages
Sentiments: positive/negative
Volume: the amount of bu...
Why Monitor?
- Knowing what people are saying about you
- Identify evangelists
- See who is defending you and who is attac...
What to Monitor?
• Company name
• Taglines/trademarks
• Product name(s)
• Key exec names• Key exec names
• Competition and...
Where to Monitor
• Client cyber hangouts
• Potential client cyber hangouts
• Leading blogs
• Leading Podcasts• Leading Pod...
Tools
Google Alerts: must do.
Twitter Advanced Search
Radian6
Twazzup
Tweetdeck
Social mentionSocial mention
Icerocket: po...
Discoveries
• Complaints
• Suggestions
• Raves
• Recommendations• Recommendations
The 6Dimensions
• Agent
– Influencer/Leader
– Follower
• Audience
– Followers
– Peers
– General
• Action• Action
– Initiat...
Observations
• Companies are doing a lousy job exploiting information right under
their nose:
– Tickets
– Support calls
– ...
Observations
• The Mobility dimension: bricks and mortars are back. Geolocation. Back to
the future.
• Customers are liste...
Tracking Audio
• Speech recognition
• Audio Mining
• Speech analytics
• Automated transcription• Automated transcription
•...
Audio/Video Search Engines
• Yahoo Audio Search
• BlogDigger
• SingingFish
• FindSounds• FindSounds
• Podscope
• Blinkx
Audio Mining/Speech Analytics
• Nexidia
• Verint
• Clickfox
• OnviSource• OnviSource
• ramp.com (formerly EveryZing)
– Int...
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Social Media Monitoring: Presentation on Social Media Monitoring: Why and How

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Presentation on Social Media Monitoring: Why and How. Given by Ahmed Bouzid, Head of Product at Angel, inc.

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Social Media Monitoring: Presentation on Social Media Monitoring: Why and How

  1. 1. Social Media Monitoring Ahmed Bouzid Director of ProductDirector of Product Angel, Inc. October 4, 2010
  2. 2. The Basic Questions • Why Monitor? • Where to Monitor? • What to Monitor? • How to Monitor?• How to Monitor?
  3. 3. Basic Concepts Influence/Influencers: blogs, tweets, facebook pages Sentiments: positive/negative Volume: the amount of buzz out there. Workflow: process of tracking, responding, etc.
  4. 4. Why Monitor? - Knowing what people are saying about you - Identify evangelists - See who is defending you and who is attacking you - Track what people are saying about your competition - Detect market shifts - Detect people in need - React in a timely fashion when a reaction is needed
  5. 5. What to Monitor? • Company name • Taglines/trademarks • Product name(s) • Key exec names• Key exec names • Competition and name of their execs
  6. 6. Where to Monitor • Client cyber hangouts • Potential client cyber hangouts • Leading blogs • Leading Podcasts• Leading Podcasts • Youtube
  7. 7. Tools Google Alerts: must do. Twitter Advanced Search Radian6 Twazzup Tweetdeck Social mentionSocial mention Icerocket: powerful but not easy to use Addictomatic Boardtracker Hootsuite Seesmic Scoutlabs
  8. 8. Discoveries • Complaints • Suggestions • Raves • Recommendations• Recommendations
  9. 9. The 6Dimensions • Agent – Influencer/Leader – Follower • Audience – Followers – Peers – General • Action• Action – Initiation – Reaction – Propagation • Sentiment – Positive – Negative – Neutral • Place: Facebook/Twitter/Forum? • Time: how old is the item?
  10. 10. Observations • Companies are doing a lousy job exploiting information right under their nose: – Tickets – Support calls – Sales calls – Filled out forms – Emails to execs • Companies are not engaging their clients: – Clients like to express themselves – Clients will reach out to you first with complaints – Great opportunity to discover discontent and to preempt public negative comments – Clients hate being ignored • How do you convert information into action? – Example of someone raving about you
  11. 11. Observations • The Mobility dimension: bricks and mortars are back. Geolocation. Back to the future. • Customers are listening to each other and are tuning out marketing messages • Key to success is becoming a resource to others: content marketing. Create value. • Monitoring is about detecting movement and action as well as content • The focus should be on the customer not on the company • Web 2.0 is about democratizing publishing. Web 3.0 is about democratizing data mining of all the content that's getting published out there. • Why do companies create a facebook page/tweet – Everyone is doing it: many feel it's a fad... – The few who are doing it right see them as a tool
  12. 12. Tracking Audio • Speech recognition • Audio Mining • Speech analytics • Automated transcription• Automated transcription • Statistical Language Modeling • Voice Application Analytics
  13. 13. Audio/Video Search Engines • Yahoo Audio Search • BlogDigger • SingingFish • FindSounds• FindSounds • Podscope • Blinkx
  14. 14. Audio Mining/Speech Analytics • Nexidia • Verint • Clickfox • OnviSource• OnviSource • ramp.com (formerly EveryZing) – Integrated audio, video, text and image content optimization – ezSEARCH / ezSEO

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