Social Media Monitoring Tools - An Overview

1. Social Media Monitoring Tools – an overview Stefan Betzold | pier314 GmbH | www.pier314.de | twitter: @stefanHH

2. 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

5. 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

6. 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

8. 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

11. 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

12. 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

22. 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

52. 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

58. Thank You! | @stefanHH

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