A presentation to: Walter LimAre You Listening? They Are Telling Your Story.
24x7 Online Managed Brand and Reputation ServicesTM Provider
10th November 2008
Challenges & Opportunity
• Traditionally, companies/government (eg CorpComm/PR) only focused on traditional media and they would get what they wanted. In the social media, how do you handle uncountable number of forum, blog, social network, etc postings per day globally in multiple languages ?
• Companies are increasingly looking to outsource the monitoring of social media to a 3rd party so they can focus on devising strategic actions
The Message is Clear• Easy access to Information
• Accurate / Inaccurate Feedback Anywhere
• Trust in Peers is the New Currency
• Good News Spreads Fast, but Bad News Spreads Even Faster
Brandtology: The Meaning
Brand tologyOn
Brandtology 24x7 Online Managed Brand and Reputation Services Command Center
Suite of Services
Promotion
BRANDTOLOGY
24x7 Managed Brand Services
How This Relates to Your CompanyMonitoring:• Products & Services feedback• Company & Subsidiaries• Key People• Sensitive Information • Pre & Post Events / Campaigns
Protection:• Work closely with customer to provide ‘first line of defence’• Best effort to remove sensitive content
Promotion:• Seeding Conversations & Targeted Promotions
Reconnaissance:• Competitive Intelligence
How We Are DifferentBrandtology Google Alerts Other
Technology Companies
Alerts Based on standing instructions. Different levels of alert possible.
E-mail E-mail, SMS
Coverage Private and Public sites
Public sites Public sites
Accuracy Based on Technology + Human
Based on basic keyword search
Based on Technology’s Accuracy
Reporting Dashboard & Reports None Reports
Training of System
Done by 24x7 Operators
None (basic service)
Client to train system
Technology & IP
Multilingual Natural LanguageSentiment Analyzers
Databases
Internet(Forums, blogs, social
networks, etc)
Information Retrieval / Extraction
Console / Ticketing System
24x7 Social Media Analysts
Customer Dashboard
Portal
Internet
ClientsSocial Media Consultants
But what does it REALLY mean to companies?
1. Real time awareness of related discussions & mentions
2. Respond to prevent escalation of incidents3. Detect sensitive information in the open4. Profile and target users
Summary of Value
1. Near real time awareness of company related discussions/mentions• Get the Ground Truth• Sentiments on the ground• Correlating events with feedback from the ground
2. Responding to prevent escalation of incidents• Providing quick responses to calm situation• Providing almost immediate response to queries or
comments in public forums.• Potentially remove sensitive information
Summary of Value
3. Detect sensitive information in the open• Commercial secrets• Confidential information
4. Profile and target users• Find out who are the influencers & chatters and
know if they matter• Understand profile & sentiment to target
appropriate marketing messages