Ppt slides for Workshop 3 on our Mastering Social Media Programme covering 'Implementation and Performance Measurement'.

1. Mastering Social Media Workshop 3 Implementation and Performance Measurement Dr. Jim Hamill Alan Stevenson Vincent Hamill www.energise2-0.com June, 2011

2. Focus Key issues in implementing your social media strategy Channel Action Plans Performance Measurement

3. Channel Action Plans Once your Social Media Strategy has been agreed, brief Action Plans should be developed for each priority SM channel Cascade the Balanced Scorecard approach to each priority channel e.g. Twitter, Facebook, Linkedin etc But not ‘Paralysis by Analysis’ The Action Plan for each channel should include a clear statement of…..

4. Channel Action Plans Vision Channel Objectives KPIs and Targets Customers Key Channel Actions and Initiatives for ‘getting there Organisation, resource and people issues Tools and applications Performance measurement Do’s and Don’t’s

5. Key Questions to Address Channel Vision and Objectives What is your overall vision for this channel? What are the main objectives to be achieved? Are these closely aligned with and supportive of your core business objectives? (Link back to your SM Strategy Document) What KPIs will you use for measuring on-going channel performance? What are your targets for each KPI?

6. Key Questions to Address Channel Actions The Basics – for each channel, are you happy with - Page Set Up, Profile, Design, Basic Layout, Terminology, Features/Functions, Integration Key Success Factors – the ‘4Cs’ approach Customers Content Conversations Conversion

7. Key Questions to Address Tools and Applications What tools and apps should I use for this channel Organisation, People and Resource Aspects Do we have the right organisational ‘culture’ and ‘mindset’ for this channel to succeed? How will the channel be managed and resourced? Policies and Guidelines? Performance Measurement How should we measure channel performance and business impact?

8. Agenda Action Plans for Successful Channel Development Twitter Facebook Linkedin (Guest Speaker – Paul McComish) Blogging (briefly) ‘Stop and Reflect’ Exercises/ Channel Templates Same principles apply across all channels – ‘Be social before doing social’

10. Twitter Twitter – An Overview The Basics - Channel Set-Up and Terminology Integration Options The ‘4Cs’ - Content Plan, Customers (Building the Community), Conversations, Conversions Twitter Tools and Applications Performance Measurement Organisation and People

11. Twitter Overview

12. Twitter – what is it? Twitter www.twitter.com is a social networking service combining elements of blogging and texting (now multimedia as well) It allows users to send updates to their friends (or "followers") via the web or mobile phone Messages (or "tweets") are up to 140 characters each Unlike Facebook/Linkedin, anyone on Twitter can follow your updates

13. Youtube

14. Go to www.twitter.com/stephenfry

15. A Typical Twitter Page

16. How big is it?

17. There are lies, damned lies, statistics and twitter statistics  The most important stat is whether your ‘customers’ use it or can be encouraged/trained to use it and the value add to the relationship

18. Points to Note The ‘tweet river’ is becoming polluted – create music not noise – see blog post ‘Why People Unfollow’ Listen, learn, develop ‘actionable insight’ (by ‘following’ the right people). ‘We have two ears and one mouse’ Broadcast/PR – inform, increase awareness Cost effective communications tool, instant/timely updates But it is NOT just about one way broadcasting – its about conversation and engagement – this has time and resource implications

19. Points to Note Twitter should be fully aligned with and supportive of your core marcoms objectives and with other marcoms channels Should deliver real business benefits and ROI – information, awareness, engagement, accountability, feedback, listen, actionable insights, key customer/partner/stakeholder relationships Adopt a ‘customer led’ approach

20. Business Benefits Improved marcoms effectiveness and efficiency Performance measurement tools are available

21. Stop & Reflect Twitter Exercise 1 Vision and Strategy What do you want to use it for? What business benefits do you hope to derive? How will Twitter help you achieve your core business objectives? What KPIs will you use for measuring on-going channel performance? What are your targets for each KPI?

22. Getting Started

23. Getting Started Go to Twitter.com. Click on the "Join the Conversation" button in middle of the page Fill out basic information. This will include your full name, preferred user name, password and e-mail address. Remember that the user name is what people will see with an "@" symbol in front of it. For example, @yourname See if your contacts are on Twitter. After you fill out basic info, you'll be prompted to look for contacts in your Gmail, Yahoo, MSN, Hotmail or AOL accounts so you can begin following them if they're already on the service Look at Twitter's suggestions. Twitter will suggest some people for you to follow as well. Check to see if any of them are relevant

24. Getting Started Set up your profile. Click on "settings" in the upper right corner of your Twitter home page. You'll be brought to a tab-based menu that helps you build your profile and adjust settings Fill in the fields. Of particular importance is the "one line bio" under the "Account" tab. You have 160 characters to present yourself to the Twitter community. Many people choose to state their profession, and then maybe something outside of work that interests them as well Although, direct access to the Twitter Website is still the most popular means of managing your Twitter activity, popular Twitter clients like TweetDeck make managing your Twitter world much easier

25. Stop & Reflect Twitter Exercise 2 Make sure you understand the following terms: Layout: Home Page, Profile, Messages, Who to Follow, Account Settings, Search Design – can be personalised, to some extent Tweets Retweets (RT) @reply Direct message Hashtags # Follow/unfollow; following/followers Lists

26. Features and Functions Native App Username Tweet

27. Custom design Tweet with shortened URL Aramex Tweet @ replies

28. Retweet Boingo Hashtags Subscribe to Tweets

29. Features and Functions Favourited Tweet Suggested Follows

30. Integration Options

31. Integration Options You can embed/integrate your tweets into other channels e.g. Linkedin, your blog etc Be very careful

32. Embed

33. Key Success Factors The 4Cs of Building a Successful Twitter Channel

34. The 4Cs Framework Customers engage with the right ‘customers’ and build your community Content be ‘customer led’ and add value Conversations twitter is not a broadcast channel. It is marketing as a ‘conversation’ Conversions the ‘call-to-action’; core business objectives

35. Stop & Reflect Twitter Exercise 3 Twitter Exercise 3 Who are your customers – who do you wish to engage with on Twitter?

36. Building Your Community

37. Building Your Community Use your existing communications channels Use the community building tools provided by twitter Some advice on "Finding Your Tribe"...Start by Following, Engage and Be Followed, the role of Influencers, Directories, Spam and Avoid Get Follower Fast Schemes

38. Building Your Community on Twitter 1. Start By Following Aim to follow 100 ‘quality’ profiles initially – to get started and get on the learning curve Some will ‘reciprocate’ but users are becoming more discerning – quality of your tweets and depth of engagement (replies, DM) are critical As your twitter presence develops, your level of conversion should increase Tools are available for showing who followed you back http://friendorfollow.com and http://www.tweepler.com Network (through Replies or Direct Messages) and otherwise striving to add value with every tweet

39. Building Your Community 1a. Deciding Who to Follow You should aim to follow accounts that add value to both you and your network Identify sources for “value” messages. Only follow those that provide valuable messages on a regular basis Follow those who are ‘influencers’ for your target customers This will help you to keep track of their tweets / conversations. You may be followed back. You will see opportunities for more direct engagement You can easily identify those to follow in a number of ways

40. Building Your Community 1b. Follow through Quality Content The best way to find ‘Who to Follow’ is through the quality of their Tweets and Retweets (and through search and lists). A good focused Tweet can indicate if someone is worthy of a follow. This works both ways. Consider the quality of your Tweets and the impact this is having on you being followed There are good twitter search tools available http://search.twitter.com/searchhttp://www.tweetdeck.com/http://www.bing.com/twitter Social Media Monitoring Tools (www.topsy.com and others)

41. Building Your Community 1c. Use of Twitter Directories A range of directories have emerged which have attempted to categorize people to follow, through their interests and professional background. We Follow http://wefollow.com Twellow http://www.twellow.com/ Twibs http://www.twibs.com Twitterati http://twittorati.com/ We would suggest subscribing to some of the more popular directories and getting a profile up there also, makes it easier again for others to find you and understand quickly what you're all about

42. Building Your Community 1d. Use of Spam Avoidance Techniques There are many examples of Spam on Twitter and a mechanism is provided on both the Twitter website and some of the more popular clients to report this Tools are available for validating the 'follow' processes e.g. TrueTwit http://truetwit.com/truetwit/signUp Best way to avoid spam is through careful selection of profiles to follow. Be aware of ‘get rich quick schemes’ and avoid overtly attractive profile pictures Remember the old adage, if it seems too good to be true it usually is

43. Building Your Community 1e. Do Not Automate the Follow Process Tools are available for automating the follow process We do not recommend these tools. Examples include: http://twitterbatcher.comhttp://followformation.com 1f. Avoid Get Followers Fast Schemes There are a number of 'get followers fast' schemes Don’t use them Your aim should be ‘quality’

44. Content and Conversations

45. Content Quality tweets are the key to success 140 characters but try for less to encourage RTs (140-7) Include shortlinks when appropriate Agree tone, theme, frequency Remember to use @username if you want the individual to see the reply or to respond Balance of Retweets (RTs) and Direct Messages (DM) Organisation and people aspects Content policy and strategy What makes a great Tweeter?

46. Content Be very careful with twitter gaffes Many examples of slip-ups

47. Conversations Social media is ‘marketing as a conversation’ with your network It is not about one way broadcasting This has time and resource implications Some advice......

48. Conversations Tweet Your tweets should add value Number and frequency depends on your customers - frequency is driven by relevance and anticipation from your network Format issues – be concise – less than 140 characters to encourage RT and where relevant use a link and url link shortener e.g. bit.ly.

49. Conversations Reply and Direct Messages These features allow you to engage Twitter in a different way i.e. it becomes as much a 1-1 communication tool as a broadcast tool It can allow a dialogue between Twitter profiles and on specific Tweets.

50. Conversations Retweet Retweeting can add significant value to your network but don’t overdo it. Also – you should be aiming to get your own tweets retweeted….viral effect and you become an ‘influencer’ Encourage an RT if its really important

51. Conversations Using Hashtags Words or phrases pre-fixed with # e.g. #topic Conversations clustered around a theme. Helps you find where relevant conversations are taking place and join in Hashtags give your tweets (and you) more prominence on certain issues Don’t spam or misrepresent the # e.g. Habitat

52. Conversations Twitter Chat Chatting can be conducted through Twitter. Usually this involves a chat event at a certain time e.g. chat on the Climate Change Conference at Copenhagen at xpm EST. You tweet and add a hashtag to each tweet #climate

53. Conversations Create an Interdependent Presence Networks thrive on interconnectedness and cross fertilization Ensure multi channel coordination You can integrate Twitter with Facebook (#fb) and your Blog Consider Automating Your Tweets If you regularly post your own articles, use of an application like Twitterfeed http://twitterfeed.com or Posterous http://posterous.com/ can make sense But consider carefully your use of these tools and don’t spam Manual tweets are more personal - there is a balance to be struck here

54. Conversations Using Lists A good way to organize your information flow Group Twitter profiles under topics/quality You can subscribe to others’ lists The number of lists which you become part of illustrates the power of your tweets...another measure of your influence You are more likely to be found and followed through lists

55. Why People Unfollow

56. Why People Unfollow

57. Stop & Reflect Twitter Exercise 4 Evaluate your current Content/Conversation approach? Make recommendations for improvement

58. Conversion It is critical to measure the performance of your Twitter activities This can be done in two ways – ‘lag’ and ‘lead’ measures ‘Lag’ measures are your ultimate ‘business’ objectives e.g. feedback, insights, service awareness, accountability, marcoms effectiveness and efficiency, ROI etc ‘Lead’ measures are the main ‘drivers’ that help to achieve your core objectives This could include....

59. Performance Measurement Number of followers / that you follow Growth in followers over time Total number of Tweets Average number of Tweets over time Number of Retweets Number of Lists you are in Who's Following You vs. Who You Are Following To be continued…..

60. Twitter Tools and Applications

61. Make Use of Relevant Applications Desktop, Browser and Mobile Clients Tweet Feeds Twitter Search Analytics Directories and Follow Services Others See http://energise2-0.com/2011/02/04/a-list-of-useful-twitter-applications/

62. Twitter Tools/Applications

63. Tweetdeck

64. Hootsuite

65. Stop & Reflect Twitter Exercise 5 Review and evaluate some of the Twitter Tools and Applications listed on our blog

66. Performance Measurement

67. Performance Measurement It is critical to measure the performance of your Twitter activities This can be done in two ways – ‘lag’ and ‘lead’ measures ‘Lag’ measures are your ultimate ‘business’ objectives e.g. feedback, insights, service awareness, accountability, marcoms effectiveness and efficiency, ROI etc ‘Lead’ measures are the main ‘drivers’ that help to achieve your core objectives These could include....

68. Performance Measurement Number of followers / that you follow Growth in followers over time Total number of Tweets Average number of Tweets over time Number of Retweets Number of Lists you are in Who's Following You vs. Who You Are Following There are a number of tools available for monitoring your twitter performance, including:

69. Analytics Klout: http://klout.com/ TweetStats: Trending stats for your twitter profile http://tweetstats.com Topsy: http://analytics.topsy.com Export.ly: http://export.ly Twitalyzer: http://twitalyzer.com/ Twittercounter: http://twittercounter.com/ Twitturly: http://twitturly.com/ Retweetist: http://retweetist.com Twitterfall: http://twitterfall.com/

70. Stop & Reflect Twitter Exercise 6 Use one or more of the following tools to monitor the performance of a twitter account of your own choice Klouthttp://klout.com/ Topsyhttp://analytics.topsy.com Export.lyhttp://export.ly TweetStatshttp://tweetstats.com

71. Klout

72. Klout

73. Klout

74. Stop & Reflect Twitter Exercise 7 Organisation, People and Resource Aspects Do you have the right organisational ‘culture’ and ‘mindset’ for this channel to succeed? How will the channel be managed and resourced? Policies and Guidelines?

75. Twitter Do’s and Dont’s

76. Do’s and Don’t’s Don’t Be a Showoff Your tweets should add value to the ‘customer’ – it’s not about ‘me,me,me’ Don’t Use Poor Grammar or Spelling Don’t try to be too cool Don’t Get Too Personal (business users) Keep the conversations warm but professional; it’s what business users expect and anything else comes off as creepy

77. Do’s and Don’t’s Don’t Auto-Tweet It’s OK to schedule tweets for specific times but don’t automate your entire feed. Users can smell a bot a mile away. Twitter is about personal/brand engagement not blatant promotion. Don’t automatically DM new followers; it’s seen as spam. Don’t Leave Air in the Conversation Respond as quickly as possible – within hours not days. Don’t Overtweet Don’t flood your followers’ timelines

78. Do’s and Don’t’s Do Shout Out to Users Who Mention You Thank those making favourable comments; be very careful how you respond to any negative comments Do Monitor Keywords and Sector Trends And respond when appropriate Do Make an Informative Profile Use your brand logo as your avatar, and state the purpose of the account clearly in your description. Your profile’s main link should direct Twitter followers to the most informative, engaging and user-friendly part of your website Do Fish Where the Fish Are Where your customers hang out

79. Thank You Questions

81. Channel Development Facebook – An Overview Channel Set-Up and Terminology Integration Options The ‘4Cs’ - Content Plan, Customers (Building the Community), Conversations, Conversions Facebook Tools and Applications Performance Measurement

82. Facebook Overview

83. Facebook – what is it? Facebook www.facebook.com is a social network service and website launched in February 2004 Facebook allows users to do the following: create profiles with photos, lists of personal interests, contact information, and other personal information. communicate with friends and other users through private or public messages and a chat feature. Join, “like” or run common interest groups or pages (organized by business or brand) advertise across the platform Source: Wikipedia and The Authors

84. Facebook Pages - Business Benefits Customer loyalty, repeat business, referral, ‘advocacy’ Increased sales (sales / month) – F-Commerce Improved marketing effectiveness/efficiency Reputation/brand management Improved customer/market knowledge and insight Others?

85. Stop & Reflect Facebook Exercise 1 Vision and Strategy What do you want to use it for? What business benefits do you hope to derive? How will Facebook help you achieve your core business objectives? What KPIs will you use for measuring on-going channel performance? What are your targets for each KPI?

86. Facebook

87. How big is it?

88. The most important stat is whether your most valuable current and potential ‘customers’ are hanging out on Facebook

89. A Typical Facebook Profile: Wall

90. Profile: News Feed

91. A Typical Facebook Page

92. Facebook Pages -Key Features Individuals can ‘Like’ pages, this action appears on the News Feed of their friends. Individuals can post, like (a post), comment, and share. FB Pages send status updates that appear in a likers’ homepage; FB Pages can post, like, comment and share*. FB Pages access in-house analytics, Facebook Insights and can have multiple administrators FB Pages are free and are unlimited in terms of likers. They can control the landing page a user first sees. FB Pages have SEO benefits - featuring high in search results for your brand or product. Source: The Authors and Mokomarketing.com on Scrbd

93. Facebook Pages Your Facebook Page should be fully aligned with and supportive of your core marcoms objectives and with other marcoms channels It should deliver real business benefits and ROI – information, awareness, engagement, accountability, feedback, listen, actionable insights, key customer/partner/stakeholder relationships Adopt a ‘customer led’ approach

94. Getting Started Go to Facebook. Click on the “Create a Page" Choose a category. Choose between: “local business or place”, “company, organisation or institution”, “brand or product”, “artist, band or public figure”, “entertainment”, “cause or community”. Choose a sub-category. And complete business details. Link to a Facebook Account. Update your Page across: Category/ page name; Image; Photo Showcase; Default Filter; Admin View; Settings; Basic Information; and Permissions Suggest your Page to others See if your contacts are on Facebook. After you fill out basic info, you'll be prompted to look for contacts in your Gmail, Yahoo, MSN, Hotmail or AOL accounts

95. Features and Functions Posts Comments Likes FBML Pages and Landing Pages Main Navigation Suggest to a Friend Adverts

96. Features and Functions Photo Showcase Logo Post or Status Update Comment Main Navigation and Likers

97. Category Facebook Ads Custom Pages

98. Features and Functions Sort by Top Posts Logo Link added Wall Likes Comments

99. Applications

100. Integration Options

101. You can embed/integrate Facebook with your Blog, Website, Twitter and YouTube

102. Facebook Likes

103. Facebook + Websites / Blogs Like buttons (update Facebook profile when clicked) Activity button (show what friends are doing on the site) Add Comments (add comments to any web page) Recommendations (suggestions for web pages) Like box (view Facebook Page stream from website) Website Login / Registration authentication through Facebook

104. Facebook and Twitter Publish Tweets on Facebook Publish Facebook Status Updates on Twitter

105. Stop & Reflect Facebook Exercise 2 Make sure you understand the following terms: Layout: Profile, Page, Wall, News Feed, Account Settings, Search Design – profile images - can be customised Like (Page) Post Like (Post) Comment Share FBML / Integration Applications

106. Key Success Factors The 4Cs of Building a Successful Facebook Channel

107. The 4Cs Framework Customers engage with the right ‘customers’ and build your community Content be ‘customer led’ and add value Conversations Facebook is not a broadcast channel. It is marketing as a ‘conversation’ Conversions the ‘call-to-action’; core business objectives

108. Stop & Reflect Facebook Exercise 3 Facebook Exercise 3 Who are your customers – who do you wish to engage with on Facebook?

109. Building Your Community Use ‘Friend Finder’/ ‘People You May Know’ to send friend request to five people Use the search facility to join/‘like’ three relevant groups/pages Explore the potential Return on Investment from Facebook Advertising Invite friends by email using ‘Invite Friends’ ‘Suggest to Friends’

110. Building Your Community Embed Facebook widget/link on your web site/blog Invite your email/ezine subscribers Add social media profiles to your email signature file The potential for running an incentivised Facebook Advert Add page link/badge to your profile page

111. Building Your Community Actively participate in relevant groups/pages – tagging your post Offline marketing of your Facebook Page Think about the best way of creating a viral campaign Once you reach 25 ‘likers’, register your own unique address – www.facebook.com/username

112. Content Frequency – how often to post or update Topic – 5 key topics focusing on key customer groups Type (update, video, image) – mix it up, photos and videos can be more engaging Own/Other Peoples Content (OPC) – look for other content to share Tone/theme – friendly, informal, warm, welcoming, advisory, facilitative, authoritative Sources of Inspiration – have some examples of your ideal page Participation in other groups/ pages – comment and interact more widely

113. Conversations Engage in other relevant FB pages/groups Look for opportunities to stimulate a discussion and encourage user generated content on your own Page Encourage shares, likes and comments Create a Response Policy for FB (perhaps a wider initiative across all channels)

114. Engagement For status updates, try ending with a question. Add your own comments as needed to get the ball rolling. Come back and reply often to your fans’ comments Agree an appropriate Response Policy

115. Stop & Reflect Facebook Exercise 4 Evaluate your current Content/Conversation approach? Make recommendations for improvement

116. Conversion Look for opportunities to make a sale, generate an enquiry, create a referral Be subtle Facebook is not a sales channel

117. Managing Facebook

118. Managing Facebook Third-Party Software can make managing one or more Facebook Pages easy. Choose one of the following applications and become familiar with it, using it to carry out some of the common actions – Post, Delete Post, Like, Comment, and so on. Try the same application on your desktop and your mobile phone Hootsuitehttp://hootsuite.com TweetDeckhttp://www.tweetdeck.com MediaFeediahttp://mediafeedia.com HyperAlertshttp://www.hyperalerts.no

119. Hootsuite

120. Hootsuite Hootsuite amongst the first to have a mobile client for Facebook Pages

121. Stop & Reflect Facebook Exercise 5 Review and evaluate some of the Facebook Tools and Applications listed on our blog

122. Performance Measurement

123. Performance Measurement It is critical to measure the performance of your Facebook activities This can be done in two ways – ‘lag’ and ‘lead’ measures ‘Lag’ measures are your ultimate ‘business’ objectives e.g. feedback, insights, service awareness, accountability, marcoms effectiveness and efficiency, ROI etc ‘Lead’ measures are the main ‘drivers’ that help to achieve your core objectives These could include....

124. Performance Measurement Involvement – the number and quality of people involved in Facebook Interaction – the number of comments and likes Intimacy – affection or aversion to the brand Influence – recommendation in terms of shares on Facebook Insight – actionable insight on the Facebook Page Impact – sales, enquiries There are a number of tools available for monitoring your Facebook performance, including:

125. Facebook Insights

126. Facebook Insights

127. SocialBakers

128. Export.ly

129. Stop & Reflect Facebook Exercise 6 Use one or more of the following tools to monitor the performance of a Facebook Page of your own choice Facebook Insights http://www.facebook.com Social Baker http://www.socialbakers.com Hootsuitehttp://hootsuite.com Export.ly http://export.ly

130. Stop & Reflect Facebook Exercise 7 Organisation, People and Resource Aspects Do you have the right organisational ‘culture’ and ‘mindset’ for this channel to succeed? How will the channel be managed and resourced? Policies and Guidelines?

131. Facebook Do’s and Dont’s

132. Do’s and Don’t’s Don’t Get Too Personal On a Facebook Page you are representing a company or brand - keep the conversations warm but professional Don’t Overpost Always try to create valuable, engaging posts. Make music not noise Don’t Under-Post Your customers are there for an engaging experience, don’t neglect your Page or the needs of your network!

134. Thank You Questions

135. A Brief Final Word on Social Media Monitoring and Performance Measurement

136. Monitor and Measure To ensure that your SM strategy delivers a return on investment, it is important to monitor and evaluate on-going performance benchmarked against agreed objectives, KPIs and targets Performance evaluation should be undertaken at three main levels…

137. Monitor and Measure Individual Channel Performance the effectiveness/success of each channel benchmarked against agreed targets for the ‘4Is’ i.e. Involvement, Interaction, Intimacy and Influence most channels provide easy to access statistics for measuring each ‘I’ to a very high degree of accuracy

138. Facebook Insights

139. Facebook Insights

140. Monitor and Measure Wider Social Media Performance monthly or quarterly reporting of the overall ‘buzz’ created by your SM activities using appropriate Social Media Monitoring tools this will show the impact of your SM activities on others and other channels it measures the volume of mentions, trends over time, which channels are driving your buzz, who is taking your message further, through which channels, and what affection or affinity they are showing, and so on

141. Merchant City, Glasgow

142. Monitor and Measure Underlying Business Performance the performance of each social media channel and the overall ‘buzz’ created are ‘lead’ rather than ‘lag’ measures in a social media era, they are the main ‘drivers’ of future business performance the final level of performance monitoring, therefore, is linking your social media activity to overall business goals and objectives e.g. enquiries, sales or customer loyalty. Is social media achieving your ultimate business objectives i.e. ‘lag’ measures?

144. Interaction – actions they take – read, post, comment, reviews, recommendations

145. Intimacy – affection or aversion to the brand ; community sentiments, opinions expressed etc

146. Influence – advocacy, viral forwards, referrals and recommendations, social bookmarking

147. Insight – customer insight

148. Impact – business impactSocial Media Monitoring Tools –Audit, Assess, Impact

149. The ‘6Is’

150. Programme Feedback Follow Up, Informal Session?