The 'social media listening and monitoring' breakout session from the January 2013 NAS partner workshop

1. The social media limo
Simon Booth-Lucking, Claremont
Listening and monitoring social media – January 2013

2. The NAS Channels
Listening and monitoring social media – January 2013

3. Listening and monitoring social media – January 2013

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5. Listening and monitoring social media – January 2013

6. The rules of online dating:
strategy and planning
Listening and monitoring social media – January 2013

7. Listening and monitoring social media – January 2013

8. Why listen?
Monitor reputation
Research customers
Research competitors
Customer service
Generate ideas
Measure marketing impact
...plus, relatively cheap and risk free
Listening and monitoring social media – January 2013

9. Writing your lonely hearts advert:
keyword research
Listening and monitoring social media – January 2013 http://www.flickr.com/photos/adamfletcher/3466121148/

10. Listening and monitoring social media – January 2013

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13. Listening and monitoring social media – January 2013

14. First dates:
looking for the right signs
Listening and monitoring social media – January 2013

15. Listening and monitoring social media – January 2013

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19. Meet their friends:
good influence?
Listening and monitoring social media – January 2013

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25. Going steady: listening,
responding, engagement?
Listening and monitoring social media – January 2013

26. Google Alerts
www.google.com/alerts
Listening and monitoring social media – January 2013

27. Dashboards
www.netvibes.com
Listening and monitoring social media – January 2013

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29. Hootsuite
www.hootsuite.com
Listening and monitoring social media – January 2013

30. Deciding whether to respond
Take reasonable
action to fix issue and
let customer know
action taken
Positive Negative
Yes Yes
No Does customer
Do you want Assess the Evaluate the
need/deserve more
to respond? message purpose
info?
Yes Unhappy Yes Are the facts No Gently correct the
No Response
Customer? correct? facts
No
Yes Can you add No Dedicated Yes Are the facts No
value? Complainer? correct?
No Yes
Is the Explain what is being
Respond in Thank the Comedian Yes
problem done to correct the
kind & share person Want-to-Be?
being fixed? issue.
No
Adapted from the US Air Force Blog Triage Yes
Let post stand and
monitor.
Listening and monitoring social media – January 2013

31. Thank you
Simon Booth-Lucking
@simonbooth on Twitter
simon@claremont.org.uk
www.claremont.org.uk
Listening and monitoring social media – January 2013 National Apprenticeship Service