Social media listening at Convio Summit
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Social media listening at Convio Summit
- 1. Social Media Listening 20+ Tools, Tips and Tricks by Danielle Brigida and Wendy Harman @starfocus & @wharman
- 2. is Your Friend • Google Analytics • Google Alerts • Google Reader • Google Insights • Google Webmaster Step 1: Listen
- 4. Searching ReTweets http://bit.ly and www.topsy.com
- 8. Find People to Follow • Twitter Lists • Twellow and Wefollow.com • Followerwonk.com • Twitter’s Suggested Users
- 9. Searching on Specific Sites
- 10. Listening on Facebook • Community Pages • http://www.socialmention.com • http://www.kurrently.com • http://www.boardreader.com
- 11. Community Pages
- 13. Organize Your Tweets • Hootsuite • Cotweet • Tweetdeck
- 17. Paid Tools
- 19. Spredfast
- 20. Radian6
- 21. • 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 22 Can you add value? Evaluate the purpose Respond in kind & share Thank the person Unhappy Customer? Dedicated Complainer? 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
- 23. Create Daily, Weekly or Monthly Reports
- 24. 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
- 25. Insight • A Majority of mentions were found on news sites. • Twitter volume increased considerably compared to the previous day. Social Marketing: Mentions by Platform
- 26. Content Slide Title Social Marketing: Sentiment Positive 50.82% Negative 0.22%
- 27. Top Sites & Conversation Samples Top SitesRecurring Keywords
- 28. 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/279104377 48 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/2794769526 1 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/279351023 64 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 Jobcenter PRSAjobcenter 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/2795801 3315 9,795
- 29. Content Slide Title Content Slide Title Top Blogs Title URL Inbound Link Count AFP: 377 dead in west and central African floods: UN http://www.google.com/hostednews/afp/article/ALeqM5gFc1QX6Okk9_H7 MTgFaurC0BJMcQ?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