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Social Media Monitoring Tools – an overview
Stefan Betzold | pier314 GmbH | www.pier314.de |   twitter: @stefanHH
How well do you know your customer?




  and what they’re saying about    in the social media universe
 - your product?                   - in blogs?
 - your brand?                     - in boards and forums?
 - your reputation?                - in social networks?
 - your competition?               - on microblogs like Twitter?


© 2009 pier314 GmbH                                                 1
Why is this important?
  the Kryptonite Case




                          2
© 2009 pier314 GmbH           2
Webmonitoring in German Companies
 a study




© 2009 pier314 GmbH           Source: WebKnow Studie 2008, Universität Köln   3
Elements: activity analysis

  Overview of activity in the Social
   Media space
  Compare trends across different
   social media platforms
  Analyse trends against competing
   brands and products
  Identify peaks in the conversation
   related to certain events




© 2009 pier314 GmbH                     4
Elements: Understand Demographics

  Analyse demographic overviews of
   active users and voices e.g. Gender,
   Age
  Identify main locations for activities:
   Geo-location with mapping




© 2009 pier314 GmbH                          5
Elements: Understand Sentiment

  Estimation of positive/negative
   responses
  Automatic and/or manual
   sentiment analysis




© 2009 pier314 GmbH                  6
Elements: Identify Key Influencers

  Identify key influencing blogs, sites
   and/or users for every topic
  Connect with influencer information
   and profiles
  Enable direct communication with
   influencers




© 2009 pier314 GmbH                        7
Elements: Identify related topics

  View tag clouds, themes, trends
  Identify most relevant contextual
   keywords
  Estimate emotions based on
   sentiment analysis




© 2009 pier314 GmbH                    8
Elements: Share Intelligence

  Automated report generation and
   distribution via email and RSS
  Drill down to individual results and
   details
  Export analysis




© 2009 pier314 GmbH                       9
Steps for Social Media Monitoring




     Listening: Discovering                    Measuring: Monitoring,   Engaging: Active dialog
     real-time and relevant,                   analyzing and tracking   with customers and
     consumer conversations                    those conversations      tracking/tagging
                                                                        comments for further use


© 2009 pier314 GmbH Copyright © 2009 Radian6
             6/25/2009-                                                                             10
                                                                                                   10
Step 1:
 Listen to your customer´s voice

                         A variety of free tools is available
                         to listen to your customer´s voice, e.g.
        Listening         Blog Searches
                           (Technorati, Google Blog Search, Twingly)
                          Twitter-Monitoring
                           (Twitter search, tweetscan)
                          Search-Tools
                           (Google Insights, Google Trends)
                          Aggregator Tools
                           (SocialMention, StepRep, Filtrbox)




© 2009 pier314 GmbH                                                 11
Technorati Blog Search




© 2009 pier314 GmbH       12
Technorati Blog Search




© 2009 pier314 GmbH       13
Google Blog Search




© 2009 pier314 GmbH   14
Twingly Blog Search




© 2009 pier314 GmbH    15
Social Mention Search




© 2009 pier314 GmbH      16
Filtrbox Media Monitoring




© 2009 pier314 GmbH          17
Blogpulse Blog Monitoring




© 2009 pier314 GmbH          18
Addict-o-matic aggregator




© 2009 pier314 GmbH          19
Steprep reputation monitoring




© 2009 pier314 GmbH              20
Step 2:
 Measure and analyze the conversations

                        A growing set of professional tools and
                        Services is offering monitoring solutions to
      Measuring         enable and facilitate the analysis, e.g.
                         Radian6
                         Techrigy SM2
                         Socialradar
                         Synthesio
                         Biz360
                         Visible Technologies TruCast
                         BuzzLogic
                         Cloudtracker
                         Bluereport

© 2009 pier314 GmbH                                                    21
Trackur keyword monitoring




© 2009 pier314 GmbH           22
Scoutlabs Social Media Monitoring




© 2009 pier314 GmbH                  23
Scoutlabs Social Media Monitoring




© 2009 pier314 GmbH                  24
Scoutlabs Social Media Monitoring




© 2009 pier314 GmbH                  25
Scoutlabs




© 2009 pier314 GmbH   26
Radian 6




© 2009 pier314 GmbH   27
Radian 6




© 2009 pier314 GmbH   28
Radian 6




© 2009 pier314 GmbH   29
Radian 6




© 2009 pier314 GmbH   30
Radian 6




© 2009 pier314 GmbH   31
Techrigy SM2




© 2009 pier314 GmbH   32
Techrigy SM2




© 2009 pier314 GmbH   33
Techrigy SM2




© 2009 pier314 GmbH   34
Techrigy SM2




© 2009 pier314 GmbH   35
Techrigy SM2




© 2009 pier314 GmbH   36
Techrigy SM2




© 2009 pier314 GmbH   37
Synthesio (FR)




© 2009 pier314 GmbH   38
Synthesio (FR)




© 2009 pier314 GmbH   39
Synthesio (FR)




© 2009 pier314 GmbH   40
Visible Technologies (US)




© 2009 pier314 GmbH          41
Infegy Socialradar




© 2009 pier314 GmbH   42
Infegy Socialradar




© 2009 pier314 GmbH   43
Infegy Socialradar




© 2009 pier314 GmbH   44
Infegy Socialradar




© 2009 pier314 GmbH   45
Infegy Socialradar




© 2009 pier314 GmbH   46
blueReport (CH)




© 2009 pier314 GmbH   47
blueReport (CH)




© 2009 pier314 GmbH   48
Cloudtracker.fm (currently in alpha)
 German tool specialized on Entertainment




© 2009 pier314 GmbH                         49
Cloudtracker.fm (currently in alpha)
 German tool specialized on Entertainment




© 2009 pier314 GmbH                         50
Step 3:
 React to the customer feedback!

                       Reacting on positive and/or negative entries,
                       statements, postings or customer queries
        Engaging        Company or CEO statements on
                         complaints
                        Using customer feedback for product
                         improvements and bug fixing
                        Using customer ideas for product
                         innovations and developments
                        Reacting on customer questions
                        etc.




© 2009 pier314 GmbH                                                    51
The power of Engaging:
 The Domino Pizza Case




© 2009 pier314 GmbH       52
The power of Engaging:
 The Domino Pizza Case




© 2009 pier314 GmbH       53
Sentiment Analysis on Domino Pizza




                      Video on youtube   answer on youtube



© 2009 pier314 GmbH                                          54
Engage?
 Do you react to negative statements?




© 2009 pier314 GmbH              Source: WebKnow Studie 2008, Universität Köln   55
The Power of Reputation




            „It takes 20 years to build a reputation
                    and five minutes to ruin it.

                        If you think about that,
                      you'll do things differently.“
                               (Warren Buffett)




© 2009 pier314 GmbH                                    56
Thank You!   | @stefanHH
Social Media Monitoring Tools - An Overview
Social Media Monitoring Tools - An Overview
Social Media Monitoring Tools - An Overview

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