Social media is online content created by people using accessible publishing technologies. It has transformed how people share information from one-way broadcasts to many-to-many dialogues. Businesses monitor social media to understand consumer opinions, engage customers, and respond to issues in real-time to reduce risks and increase revenues. Regular monitoring across multiple online platforms is important for any brand to track discussions and gain consumer insights.

2. “Social media is online content created by people using highly accessible and scalable publishing
technologies. At its most basic sense, social media is a shift in how people discover, read and
share news, information and content. It's a fusion of sociology and technology, transforming
monologues (one to many) into dialogues (many to many) and is the democratization of
information, transforming people from content readers into publishers. Social media has become
extremely popular because it allows people to connect in the online world to form relationships
for personal, political and business use. Businesses also refer to social media as “user-generated
content (UGC) or “consumer-generated media (CGM). “ ~ Wikipedia -09 ~
 Social media is commonly know as being a part of the “Web 2.0” evolution

3.  Social media is very distinct from traditional media (mainstream media);
◦ Industrial media - Newspapers, TV, Radio and film. Can also be referred to as;
“traditional”, “broadcast” or “mass” media
◦ Social media - is relatively inexpensive and it allows anyone to publish or access
information.
 Social media has exploded the past couple of years, and can be used in many different
ways such as;
◦ Brand management - what the perception of ones brand is
◦ Product/market research - what is the consumer looking for
◦ Sales lead generation - Meltwater use is this way
◦ HR – see what employees and prospective employees think about the company
◦ Customer relations – respond directly to customer complaints
◦ Competitive information – what are people saying about the competition

4.  Social media changes the way brands and consumers interact.
 Believing what or how a company describes their reputation doesn't count for much
anymore..
 People wait for positive reviews, increase in members, for another group of people to
agree the brand is the best.

7. Online software platform which Monitors:
- 200+ million blogs
- All social networks (facebook, linkedin, myspace etc.)
- Microblogs (twitter)
- Forums/message boards
- Video/photo sharing sites (youtube, flickr, Blinkx etc.)
- Basically every online site where people can post a comment/opinion
- Utilises a highly advanced database which stores postings and massive amounts of
Meta-data back to end of 2007.

8.  monitor what people say about your brand, products, departments, competitors, even
clients brands
 monitor what people say about your clients competing brands
 monitor generic areas such as health, food, IT in general etc.
 identify trendsetters within each area
 actively engage the right domains/people online
 receive an alert if something unordinary happens online like a big increase in postings
etc
 identify themes going on in regards to yours or your clients brands
 gain insight into the mind/opinion of the consumer
 receive daily reports with a summary of you social media postings
 different profiles for each product/brand/department/competitor/client

9.  Customer Support
 Public Relations
 Crisis Management
 Measure Marketing Effectiveness
 Future Strategy
 Consumer Insight
 Build on Customer Relations
 Look at volume of discussions
 Search and Build Brand Ambassadors
 Understand Influence & Prominence
 Look at discussions in different countries
 Search Engine Optimization

11. Kryptonite Bike Locks
“A 50-year-old lock design was rendered
useless last week when a brief post to an
internet forum revealed the lock can be
popped open with a cheap plastic pen”
Wired Magazine 2009

12. Dominos Pizza

13. McDonalds
YouTube Video Posted 7 Days later it hit local news 3days later it hit mainstream
If they had M|Buzz they could have:
•Identified the video within hours
•Contacted the video owner
•Seeked legal advice
•Proactively tidied up the mess
•Engaged their existing Crisis Comms team
•Actually fix the problem

14.  Monitoring the social media is extremely important.
 "Those brands that were the most engaged (in social media) saw their revenue grow
over the past year by 18% while the least engaged brands saw losses of negative 6%.
http://om.ly/?BFdJ
 Their are multiple commercial benefits to monitoring the social media.
 It reduces Corporate risk.
 “Social media has simplified the art of the soapbox shout. Information is shared with
the masses now using easy-to-use Web 2.0 tools and is recorded and cached for
infinity. A shout out loud in social media has no geographic boundaries and is not
time-limited. These two points make the non-stop monitoring of social media an
important to-do for any brand owner. And monitoring social media does not just mean
blogs. It should include video and image sharing sites and microblogging sites like
Twitter, along with opinion and discussion forums.” Posted by Lee Odden on May 8th,
2008 in Interactive Marketing, Online Marketing, Social Media, Web Analytics

15.  We have a number of live demo’s to take you through. Please book a
time with your local media consultant below to arrange a run
through.
Email: laurie.edwards@meltwater.com
Tel: 0207 489 6442