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Social Media Listening
20+ Tools, Tips and Tricks
by Danielle Brigida and Wendy Harman
@starfocus & @wharman
is Your Friend
• Google Analytics
• Google Alerts
• Google Reader
• Google Insights
• Google Webmaster
Step 1: Listen
http://search.twitter.com
Searching ReTweets
http://bit.ly and www.topsy.com
Search Hashtags
http://wthashtag.com &
http://twazzup.com
Search Shortened Links
http://backtweets.com
http://crowdeye.com
Find People to Follow
• Twitter Lists
• Twellow and Wefollow.com
• Followerwonk.com
• Twitter’s Suggested Users
Searching on Specific Sites
Listening on Facebook
• Community Pages
• http://www.socialmention.com
• http://www.kurrently.com
• http://www.boardreader.com
Community Pages
http://kurrently.com
Organize Your Tweets
• Hootsuite
• Cotweet
• Tweetdeck
http://www.Postling.com
Listening Sites
•Socialmention
•WhosTalkin
•Icerocket
•Technorati
•Blogpulse
•Addictomatic
Listening Dashboards
Paid Tools
Small Act’s Thrive
Spredfast
Radian6
• Comment on posts
and mentions
• Track mentions
• Send updates to
other staff
• Be willing to be
engaged and
informed by your
audience
You’ve Listened,
Now What?
Social media triage
22
Can you add
value?
Evaluate the
purpose
Respond in
kind & share
Thank the
person
Unhappy
Customer?
Dedicated
Complainer?
Comedian
Want-to-Be?
NegativePositive
Yes No
Do you want
to respond?
No Response
No
Yes
Take reasonable action
to fix issue and let
customer know action
taken
Are the facts
correct?
Gently correct the
facts
No
No
No
Yes
Are the facts
correct?
Does customer
need/deserve more
info?
Yes
Explain what is being
done to correct the
issue.
Yes
Is the
problem
being fixed?
Yes
Let post stand and
monitor.
No
Yes
NoYes
Yes
Assess the
message
© Alitmeter Group
Create Daily, Weekly or Monthly Reports
Insight
• Post volume increased marginally as compared to the previous day
• Tweet by @BobGarett on free donations to American Red Cross was re-tweeted and shared a lot
Social Marketing: Post Volume
Insight
• A Majority of mentions were found on news sites.
• Twitter volume increased considerably compared to the previous day.
Social Marketing: Mentions by Platform
Content Slide Title
Social Marketing: Sentiment
Positive
50.82%
Negative
0.22%
Top Sites & Conversation Samples
Top SitesRecurring Keywords
Content Slide Title
Content Slide Title
Top Tweets
User Tweet Tweet URL Followers
Bob Garrett
BobGarrett Donate to American Red Cross FOR FREE! Just "make a bed" and
TownePlace Suites will donate $2.. Help spread the word -
http://bit.ly/c8lKoy...BobGarrett Donate to American Red Cross FOR FREE!
Just "make a bed" and TownePlace Suites will donate $2.. Help spread the
word - http://bit.ly/c8lKoy
http://twitter.com/BobGarrett/status/27939366471 69,684
Judy
jgphl RT @BobGarrett: Donate to American Red Cross FOR FREE! Just "make
a bed" and TownePlace Suites will donate $2.. Help spread the word - h
......jgphl RT @BobGarrett: Donate to American Red Cross FOR FREE! Just
"make a bed" and TownePlace Suites will donate $2.. Help spread the word -
h ...
http://twitter.com/jgphl/statuses/27941150705 30,758
Inquirer Group
inquirerdotnet Red Cross offers hotline for journalists in distress
http://goo.gl/fb/l0L8T
http://twitter.com/inquirerdotnet/status/279104377
48
21,042
Jim Halpert
JimHalpert Donate to American Red Cross FOR FREE! Just "make a bed" and
TownePlace Suites will donate $2. Help spread the word -
http://su.pr/226a2T...JimHalpert Donate to American Red Cross FOR FREE!
Just "make a bed" and TownePlace Suites will donate $2. Help spread the
word - http://su.pr/226a2T
http://twitter.com/JimHalpert/statuses/2794769526
1
13,178
Miguel de Icaza
migueldeicaza You do not see the Red Cross banning members that work for
Doctors Without Borders because there is a "conflict of interest"
http://twitter.com/migueldeicaza/status/279351023
64
12,294
Dog Sitters
DogSitters RT @BobGarrett: Donate to American Red Cross FOR FREE! Just
"make a bed" and TownePlace Suites will donate $2.. Help spread the word -
h ......DogSitters RT @BobGarrett: Donate to American Red Cross FOR FREE!
Just "make a bed" and TownePlace Suites will donate $2.. Help spread the
word - h ...
http://twitter.com/DogSitters/statuses/27941264708 10,918
PRSA Jobcenter
PRSAjobcenter DC: American Red Cross seeks manager, international
communications. http://ow.ly/2WGA8 #prsa #pr...PRSAjobcenter DC:
American Red Cross seeks manager, international communications.
http://ow.ly/2WGA8 #prsa #pr
http://twitter.com/PRSAjobcenter/statuses/2795801
3315
9,795
Content Slide Title
Content Slide Title
Top Blogs
Title URL
Inbound Link
Count
AFP: 377 dead in west and central African floods: UN
http://www.google.com/hostednews/afp/article/ALeqM5gFc1QX6Okk9_H7
MTgFaurC0BJMcQ?docId=CNG.5ad543ce839fb7c75ade44a2db5fb0eb.b31
61,430,800
Digg - 2073 Results For site:foreignpolicy.com http://digg.com/search?q=site:foreignpolicy.com 2,962,408
Miley Cyrus's MySpace Blog | Miley Cyrus Myspace Blog http://www.myspace.com/mileycyrus/blog 1,827,679
Campaign Fundraising / Explore Blog Catalog http://www.blogcatalog.com/./explore/posts/campaign+fundraising/ 1,416,871
Gizmodo, the Gadget Guide http://gizmodo.com/comment/31034544 1,280,337
Hobbled Irish prep for Navy - Chicago Colleges Blog - ESPN Chicago
http://espn.go.com/blog/chicago/colleges/post/_/id/1349/hobbled-irish-
prep-for-navy
694,507
The Chicago Dryer Vent Cleaning Wizard Partners... - EmailWire NewsWire -
FriendFeed
http://friendfeed.com/emailwire/22b7f707/chicago-dryer-vent-cleaning-
wizard-partners
552,623

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Social media listening at Convio Summit

  • 1. Social Media Listening 20+ Tools, Tips and Tricks by Danielle Brigida and Wendy Harman @starfocus & @wharman
  • 2. is Your Friend • Google Analytics • Google Alerts • Google Reader • Google Insights • Google Webmaster Step 1: Listen
  • 8. Find People to Follow • Twitter Lists • Twellow and Wefollow.com • Followerwonk.com • Twitter’s Suggested Users
  • 10. Listening on Facebook • Community Pages • http://www.socialmention.com • http://www.kurrently.com • http://www.boardreader.com
  • 13. Organize Your Tweets • Hootsuite • Cotweet • Tweetdeck
  • 21. • Comment on posts and mentions • Track mentions • Send updates to other staff • Be willing to be engaged and informed by your audience You’ve Listened, Now What?
  • 22. Social media triage 22 Can you add value? Evaluate the purpose Respond in kind & share Thank the person Unhappy Customer? Dedicated Complainer? Comedian Want-to-Be? NegativePositive Yes No Do you want to respond? No Response No Yes Take reasonable action to fix issue and let customer know action taken Are the facts correct? Gently correct the facts No No No Yes Are the facts correct? Does customer need/deserve more info? Yes Explain what is being done to correct the issue. Yes Is the problem being fixed? Yes Let post stand and monitor. No Yes NoYes Yes Assess the message © Alitmeter Group
  • 23. Create Daily, Weekly or Monthly Reports
  • 24. Insight • Post volume increased marginally as compared to the previous day • Tweet by @BobGarett on free donations to American Red Cross was re-tweeted and shared a lot Social Marketing: Post Volume
  • 25. Insight • A Majority of mentions were found on news sites. • Twitter volume increased considerably compared to the previous day. Social Marketing: Mentions by Platform
  • 26. Content Slide Title Social Marketing: Sentiment Positive 50.82% Negative 0.22%
  • 27. Top Sites & Conversation Samples Top SitesRecurring Keywords
  • 28. Content Slide Title Content Slide Title Top Tweets User Tweet Tweet URL Followers Bob Garrett BobGarrett Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2.. Help spread the word - http://bit.ly/c8lKoy...BobGarrett Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2.. Help spread the word - http://bit.ly/c8lKoy http://twitter.com/BobGarrett/status/27939366471 69,684 Judy jgphl RT @BobGarrett: Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2.. Help spread the word - h ......jgphl RT @BobGarrett: Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2.. Help spread the word - h ... http://twitter.com/jgphl/statuses/27941150705 30,758 Inquirer Group inquirerdotnet Red Cross offers hotline for journalists in distress http://goo.gl/fb/l0L8T http://twitter.com/inquirerdotnet/status/279104377 48 21,042 Jim Halpert JimHalpert Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2. Help spread the word - http://su.pr/226a2T...JimHalpert Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2. Help spread the word - http://su.pr/226a2T http://twitter.com/JimHalpert/statuses/2794769526 1 13,178 Miguel de Icaza migueldeicaza You do not see the Red Cross banning members that work for Doctors Without Borders because there is a "conflict of interest" http://twitter.com/migueldeicaza/status/279351023 64 12,294 Dog Sitters DogSitters RT @BobGarrett: Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2.. Help spread the word - h ......DogSitters RT @BobGarrett: Donate to American Red Cross FOR FREE! Just "make a bed" and TownePlace Suites will donate $2.. Help spread the word - h ... http://twitter.com/DogSitters/statuses/27941264708 10,918 PRSA Jobcenter PRSAjobcenter DC: American Red Cross seeks manager, international communications. http://ow.ly/2WGA8 #prsa #pr...PRSAjobcenter DC: American Red Cross seeks manager, international communications. http://ow.ly/2WGA8 #prsa #pr http://twitter.com/PRSAjobcenter/statuses/2795801 3315 9,795
  • 29. Content Slide Title Content Slide Title Top Blogs Title URL Inbound Link Count AFP: 377 dead in west and central African floods: UN http://www.google.com/hostednews/afp/article/ALeqM5gFc1QX6Okk9_H7 MTgFaurC0BJMcQ?docId=CNG.5ad543ce839fb7c75ade44a2db5fb0eb.b31 61,430,800 Digg - 2073 Results For site:foreignpolicy.com http://digg.com/search?q=site:foreignpolicy.com 2,962,408 Miley Cyrus's MySpace Blog | Miley Cyrus Myspace Blog http://www.myspace.com/mileycyrus/blog 1,827,679 Campaign Fundraising / Explore Blog Catalog http://www.blogcatalog.com/./explore/posts/campaign+fundraising/ 1,416,871 Gizmodo, the Gadget Guide http://gizmodo.com/comment/31034544 1,280,337 Hobbled Irish prep for Navy - Chicago Colleges Blog - ESPN Chicago http://espn.go.com/blog/chicago/colleges/post/_/id/1349/hobbled-irish- prep-for-navy 694,507 The Chicago Dryer Vent Cleaning Wizard Partners... - EmailWire NewsWire - FriendFeed http://friendfeed.com/emailwire/22b7f707/chicago-dryer-vent-cleaning- wizard-partners 552,623