social media listening at convio summit
TRANSCRIPT
Social Media Listening20+ 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
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
Organize Your Tweets• Hootsuite• Cotweet• Tweetdeck
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?
22
Social media triage
Can you add value?
Evaluate the purpose
Respond in kind & share
Thank the person
Unhappy Customer?
DedicatedComplainer?
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 Sites Recurring 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/27910437748 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/27947695261 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/27935102364 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 JobcenterPRSAjobcenter 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/27958013315 9,795
Content Slide Title
Content Slide Title Top Blogs
Title URL Inbound Link Count
AFP: 377 dead in west and central African floods: UNhttp://www.google.com/hostednews/afp/article/ALeqM5gFc1QX6Okk9_H7MTgFaurC0BJMcQ?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