Are You Listening?<br />Building Relationships <br />Through Social Media Intelligence<br />
Get Ready To Listen!<br />“Listening is something that is done on an individual staff level, but for it to become an organ...
Everyone’s Saying Something<br />Photo via Associated Press<br />
Turn YourMegaphone Around<br />Photo via altermark: www.flickr.com/photos/altemark/337248947/<br />
Use Your EarsBut Don’t Forget toOpen Your Mouth<br />Photo via floridapfe: www.flickr.com/photos/floridapfe/2165029667/siz...
Watch Your Brand Vigilantly<br />Photo via mattimattila: www.flickr.com/photos/mattimattila/3299901660/<br />
How Will Listening Work For You?<br />Who will be doing the listening?<br /><ul><li>Do you have the resources?</li></ul>Ar...
What Should You Be Listening For?<br />Keywords you use on your website or in your analytics <br />Mentions of your organi...
Where Should You Be Listening?<br />	Twitter  Search<br />	Social Media Fire <br />Google Alerts<br />	Google Blog Search<...
Your Social Media Listening Dashboard<br />
After Listening<br />Respond<br />Ask Questions<br />Provide Feedback<br />Give Insights<br />Share Stories<br />Open Up<b...
How Should You Respond?<br />What did they say well?<br />What did they miss?<br />Answer questions<br />What are other pe...
Measure It!<br />Google Analytics<br />Facebook Insights<br />Flickr Pro Account<br />YouTube Insight<br />Search.twitter....
What Next?<br />Do we have to respond to EVERY brand mention? <br />How much time does it take each day to do this? <br />...
Next:<br />Refine your listening skills<br />Make it clear you are listening<br />Talk with people<br />Promote your follo...
Let’s Get Started!<br />Photo via hryckowian:  www.flickr.com/photos/hryckowian/2602363529/<br />
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Adape Listening

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Adape Listening

  1. 1. Are You Listening?<br />Building Relationships <br />Through Social Media Intelligence<br />
  2. 2. Get Ready To Listen!<br />“Listening is something that is done on an individual staff level, but for it to become an organisational process leaders need to build a culture of listening.”<br /><ul><li>Martin Kearns </li></ul>Source: Beth Kanter, Listening Literacy<br />
  3. 3. Everyone’s Saying Something<br />Photo via Associated Press<br />
  4. 4. Turn YourMegaphone Around<br />Photo via altermark: www.flickr.com/photos/altemark/337248947/<br />
  5. 5. Use Your EarsBut Don’t Forget toOpen Your Mouth<br />Photo via floridapfe: www.flickr.com/photos/floridapfe/2165029667/sizes/l/<br />
  6. 6. Watch Your Brand Vigilantly<br />Photo via mattimattila: www.flickr.com/photos/mattimattila/3299901660/<br />
  7. 7. How Will Listening Work For You?<br />Who will be doing the listening?<br /><ul><li>Do you have the resources?</li></ul>Are you agreed on what you will be listening for?<br />Who will respond?<br />How much time will it take?<br />How will you measure the results?<br />Source: Beth Kanter, Listening Literacy<br />
  8. 8. What Should You Be Listening For?<br />Keywords you use on your website or in your analytics <br />Mentions of your organization <br />Products you sell <br />Your executive director or a figurehead’s name <br />Special events you’re running <br />Causes you support <br />Campaigns you’re managing <br />Competition or others in your industry <br />Source: NetWitsThinkTank<br />
  9. 9. Where Should You Be Listening?<br /> Twitter Search<br /> Social Media Fire <br />Google Alerts<br /> Google Blog Search<br />TechnoratiBlog Search<br />Digg<br />
  10. 10. Your Social Media Listening Dashboard<br />
  11. 11. After Listening<br />Respond<br />Ask Questions<br />Provide Feedback<br />Give Insights<br />Share Stories<br />Open Up<br />
  12. 12. How Should You Respond?<br />What did they say well?<br />What did they miss?<br />Answer questions<br />What are other people saying?<br />How does it apply to you?<br />Look forward<br />Look backward<br />Source: Beth Kanter, Listening Literacy<br />
  13. 13. Measure It!<br />Google Analytics<br />Facebook Insights<br />Flickr Pro Account<br />YouTube Insight<br />Search.twitter.com<br />BackTweets.com<br />Twitterholic.com<br />Twinfluence.com<br />Twitalyzer.com<br />Twittercounter.com<br />Photo via pinksherbet: http://www.flickr.com/photos/pinksherbet/3206805049/<br />
  14. 14. What Next?<br />Do we have to respond to EVERY brand mention? <br />How much time does it take each day to do this? <br />What’s the best way to handle negative comments? Ignore or engage? <br />How does one person manage all of that information? <br />How do we keep track of what happens after someone responds? <br />Who should respond to brand mentions? What should they say? <br />How will we know if all of this is making a lick of difference? <br />Source: NetWitsThinkTank<br />
  15. 15. Next:<br />Refine your listening skills<br />Make it clear you are listening<br />Talk with people<br />Promote your followers, friends, supporters & donors<br />Share relevant information<br />Source: NetWitsThinkTank<br />
  16. 16. Let’s Get Started!<br />Photo via hryckowian: www.flickr.com/photos/hryckowian/2602363529/<br />

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