This document discusses the importance of social media listening for businesses. It provides 5 key steps to effective social media listening: 1) Determine what conversations to monitor related to your brand, industry, competitors and customers. 2) Identify where relevant conversations are taking place across various social media platforms and tools that can help with monitoring. 3) Set up a customized social media listening system. 4) Analyze information to develop actionable insights about opportunities, reputation issues, and customer sentiment. 5) Consider how your business will strategically respond to insights gained from social media listening.

1. ENERGISE2-0.COM
Get Ready to Listen 
Alan Stevenson
@ast3v3nson
www.energise2-0.com
November, 2011

2. Why Listen?
Social Media is a
conversation
not a broadcast
platform
Conversations are taking
place relevant to your
brand – are you listening?
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3. Social Media Listening
Collect
Search and Relevance Filters
Platforms and Channels
Process
Events assigned to the Social Graph
Categorisation and Tagging
Analyse
Mention Volume and Importance
Demographics and Timing
Sentiment and Emotion
Actionable Insights
Source: Energise2-0
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4. 5 Key Steps to Effective
Social Media Listening
But first the Business Benefits
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5. Business Benefits
Listening provides business benefits:
– Market Knowledge and Intelligence. Where your customers, partners,
competitors and staff are hanging out online.
– Customer Insight and Understanding. What your customers and their
influencers are saying about you or your competitors.
– Identify and network with high value, high growth prospects.
Identifying key posts and follow-up actions.
– Interaction with Key Influencers. Identify influential sources for
incorporation into a wider strategic response.
– Reputation Management. Timely identification of potential reputation
issues.
– Improved Sales and Marketing. New prospects, customer and market
opportunities.
– Improved Performance Monitoring. Support a 6Is approach.
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6. 1. What
• What conversations do we need to monitor?
– Our own brand
– Product, industry, sector
– Competitors
– Customer segments
– Geography/Location
• Local
• Regional
• National
• International
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7. 2. Where
• Where are the relevant conversations taking place?
• What tools are available to help?
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8. Tools are available to help
• No or low cost tools such as…
– Google Alerts, Yahoo Pipes, Social Mention, Topsy,
IceRocket, Blogscope, Blogpulse and ViralHeat
• More expensive and sophisticated tools such as…
– Salesforce Radian6, Alterian SM2, Sysomos Heartbeat and
Meltwater Buzz
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9. Tools are available to help
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10. Tools are available to help
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11. 3. Set Up your Listening System
• Set up a customised Social Media Listening System to deliver:
– the right information
– to the right people
– at the right time
– in the right format
• But remember…
– Think strategically
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12. 4. Ask - So What?
• Information is not knowledge
• What are the results telling us?
• Analyse and develop ‘Actionable Insights’
• Is this…
– Something I should share with others?
– A reputation issue?
– A sales opportunity?
– A new network contact or potential influencer?
– An indication of where we should develop?
– A bell-weather on how we are doing?
– An indication of what our customers are feeling?
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13. 5. Consider your Response
• And Finally…
• Think seriously about how you will respond?
• Are you fully equipped? Skills, Knowledge, Strategy, Plan
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14. Thank You
Questions
www.energise2-0.com
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