Social media listening at Convio Summit

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

http://search.twitter.com

Searching ReTweetshttp://bit.ly and www.topsy.com

Search Hashtagshttp://wthashtag.com & http://twazzup.com

Search Shortened Linkshttp://backtweets.com

http://crowdeye.com

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

http://kurrently.com

Organize Your Tweets• Hootsuite• Cotweet• Tweetdeck

http://www.Postling.com

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