1. Social Media GLAM

2. G oals L istening M etrics A ctions 3. G oals

Well defined

4. In line with business 5. Able to achieve 6. Guides progress 7. Well Defined

Vague

Easy

8. Meaningless Strict

Hard

9. Meaningless 10. Inflexible 11. In Line With Business

Other biz goals

12. Progress 13. Values 14. Brand image 15. Able to Achieve

Impossible = demoralizing

16. Easy = No progress 17. A2A = Progress 18. Guides Progress

Milestones

19. Easy / undefined = no progress 20. Know where & how 21. L istening

Who, what, where, when, why, & how

22. Use data to build plans $ goals 23. Free tools 24. Paid tools 25. 4w's & a How

Who is talking

26. Where are they talking 27. What are they saying 28. Why are they saying it 29. How is it being said 30. Data for plans and goals

Help define goals

31. Build plans 32. Insight 33. Knowledge 34. Free Tools 35. Paid Tools 36. A ctions

Content

37. Reaction 38. Engagement 39. Based on goals & listening 40. Content

Will be measured

41. Message = Content 42. Viral needs content 43. Created from listening 44. Reactions

Reaction plan

45. Building, maintaining, managing rep 46. How & where 47. Use to create online persona 48. Engagement

Be authentic

49. Use to build rep 50. Use as damage control 51. Build community 52. Based on Goals & Listening

Use to achieve goals

53. React to listening 54. Prevent a crisis 55. Goals & listening will shape many actions 56. Social Media Types

Blog

57. Bookmarking 58. Listening 59. Commenting 60. Content Aggregation 61. Crowdsourcing 62. Customer Service 63. Forums 64.

Meetups

65. Events 66. Mashups 67. Microblogging 68. Online Video 69. Organization / Staff 70. Outreach Programs 71. PhotoSharing 72. Podcasting 73. Presentation Share

PR

74. Q&A 75. Ratings / Reviews 76. Social Networks 77. Timelines 78. Sponsorships 79. Virtual Worlds 80. Widgets 81. Wiki's 82. Document Sharing 83. M easurement

Impact

84. ROI 85. Free tools 86. Paid tools 87. Impact

Sentiment Analysis

88. Mentions 89. Reactions 90. Not money 91. ROI

Gain from Investment Cost of Investment) ___________________________________ Cost of Investment

Equation

92. Based on money

ROI =

Financial Impact

93. Website model 94. Free Tools 95. Paid Tools 96. Fiskateers

Utilized GLAM

97. Raised profits 300% 98. Built solid community 99. New products 100. Still successful 101. G oals M easurement A ctions L istening L istening 102. Josh Shua Peters @ JoshSPeters Shuaism.com