8. Case Study: Risk Analysis
> Issue: “We’ve got word a group of people will be
convening at one of our centres to mourn a
lost friend”
> Solution: Review social mentions, indicating
attendance, demographic, scale of awareness
> Response: Increase security presence, alert
centre management, put PR on stand-by for
worse case scenarios
9. Case Study: Operations
> Issue: “Our amenities are being used in a very
inappropriate manner!!”
> Solution: Started monitoring ‘dating’ websites
and notify operations when these acts are
planned to take place
> Response: Increase of security presence,
potential closure of amenities
10. Review
> Beyond marketing, How can the business benefit from
listening proactively?
> What issues do your Security, HR, Finance & Ops. teams
have that social could resolve?
> What activity does your business fear most? Are there
obvious triggers to this activity taking place?
> What social data are you throwing out? Could someone in
the business be interested in this data?
> What can your brand learn by monitoring and analysing
your competitors response to incidents?