This document discusses social media monitoring and engagement. It provides statistics on major social networks and recommends that brands listen to social media to understand complaints, influencers, compliments, crises, customer needs, and competitors. The document outlines a three phase process for social media programs: listening, measuring, and engaging. It emphasizes the importance of showing customers that their feedback is being heard and addressing issues in real-time.

1. Where to begin “… a study of social media adoption at 500 of the fastest growing companies in the US … 77% of respondents now report at least some use of a social media tool in their business.”

2. consumers social media perceptions

3. Social media is a key driver of brand awareness and affinity

5. 450 mio. Profiles Facebook 180 mio. Blogs to track 55 mio. Profiles LinkedIn 50 mio. Tweets per day 30 mio. Users Plaxo 45 mio. Profiles Xing Google nr. 1 Youtube nr. 3 Facebook nr. 4 Twitter. Nr. 13 Who to follow

6. Top ten reasons brands should listen to social media the complaint the influencer the compliment the crisis the expressed need the ROI the competitor the audit the crowd the thread

7. Don’t make a cemetery

8. 1. Add Your Business If you’re located in a large city your business may have already have been listed. If it’s not…simply add it to the network by clicking “Add This Place”. 2. Add Friends Like any social network, you need people to communicate with. Foursquare makes it easy to add your current contacts in your Gmail, Facebook, and Twitter accounts. 3. Get Active Check in to your work each day. This will let all of your friends know where you work, and also allows your business to remain fresh in their minds. 4. Add Tips On each location you check into, you’re allowed to add “tips”. 5. Reward Those Who Check In You should be rewarding Foursquare users who check into your business.

15. Measuring: Monitoring, analyzing and tracking those conversations

17. the speed & breadth of information Real-time - Real-time data as discovered delivered to the dashboard and the analysis widgets. Easy-to-Use UI - Text, pictures and video can be viewed inside the dashboard for ease of use. Clicking on the post can also take you to the original source. Widgets are setup simply by flipping them over. More than Blogs - Covers all forms of social media including all blogs, top video sharing sites, top image sharing sites, forums, opinion sites, mainstream online media and Twitter. Conversational Dynamics - Conversational dynamics are constantly tallied from every post/video/image in the topic profile to track the viral nature and to allow for easy sorting by publish date, comment count, unique commenters and calculated engagement. This enables the user to quickly sort through the noise.

18. identify potential trends & news Time Series – Level of conversation over the past 30 days. Increase in buzz surrounding CNBC profile on Sermo

19. Think as a team Yourcolleagues Yourcustomers Talk aboutyourproducts

20. identify potential trends & news Topic Cloud - Top 50 most mentioned words in conversations surrounding Sermo over the past 30 days.

21. Real-time push notifications on brand and behavior

22. Today we are seeing 50 million tweets per day

23. Humanize your company 33 of the 66 posts in the past 30 days are on MicroBlogs (Twitter & Friendfeed)

24. Listen at the point of need Real-time excerpts from Pass on media

26. reporting and results Detailed Report

27. Real-time dashboard results

28. Launch Iteration Seeding Content Marketing Community management Social Design Sketching Framework Prototyping Design Solution Deployment Feasibility studies Social Reviews Insight workshop Strategy User Involvement Future exploration Conceptualization

29. Steffen Kirkegaard TV journalist 1994 Medieøkonom 1997 Adm Dir. Zonning Multimedia 2001 Udd. Produktionsleder Film TV 2003 Key Account Manager TurntoolApS 2005 Adm Dir. Pass on media 2010 Dir. ifluenze -