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Presented by Jodi Gersh Content Manager, Gannett ContentOne
Social Media ISocial Media I
Monitoring your brand (brand reputation)
Social media customer service
Using the real time web (trending topics)
Q & A
But first-But first-
What isWhat isSocial MediaSocial Media
Social media is media designed to be disseminated through social interaction, using highly accessible and scalable publishing techniques. Social media uses web-based technologies to transform and broadcast media monologues into social media dialogues. They support the democratization of knowledge and information and transform people from content consumers to content producers.
- Wikipedia
WHAT?
Participatory online media that utilizes the group to write and direct content, rather than a read-only media.
Allows for direct contact between participants.
from urbandictionary.com
Monitoring Monitoring
First up First up
People ARE talking about you (or your products, services, competition, etc.)
Do you know what they are saying?
Do you want to know?
Have you heard of #MotrinMoms?Have you heard of #MotrinMoms?
There are many tools out there to monitor the web. Some free. Some not free.
We will take a look at a few free ones (more likely you’ll use these), then review some of the paid options.
Many of these tools are listed on the Social Media SharePoint site.
Keyword Alerts • Google Alerts• Tweetbeep• Social Mention
Keyword Real Time Searches • Social Mention• Collecta• Backtype• Monitter
More tools are listed on the Social Media SharePoint site.
More tools are listed on the Social Media SharePoint site.
Reputation Management
Now that you know Now that you know what they are what they are saying… saying…
what are you going what are you going to do about it?to do about it?
Next up-Next up-
Social media Social media customer servicecustomer service
using social media for customer service
Search ‘ComcastCares’ on Google and you will see case study after case study
using social media for customer service
"Every local business should be listening and learning from the online word-of-mouth conversation customers are having about their business. The smartest local businesses are going one step further by responding online to positive and negative reviews from customers.“
-John Moore, marketing strategist, Word of Mouth Marketing Association
Companies should use social networks to solve my problems – 43%
Companies should solicit feedback on their products and services – 41%
Companies should develop new ways for consumers to interact with their brand – 37%
Companies should market to consumers – 25%
According to the 2008 Study, 93% of social media users believe a company should have a presence in social media and 85% believe a company should not only be present but also interact with its consumers via social media. 56% feel both a stronger connection with and better served by companies when they can interact with them in a social media environment. When asked about specific types of interactions, Americans who use social media believe:
Good Resources
Mashable.comHOW TO: Use Twitter for Customer Servicehttp://mashable.com/2009/05/09/twitter-customer-service/
USA TODAYSocial media like Twitter change customer service http://www.usatoday.com/tech/news/2009-11-18-twitterserve18_ST_N.htm
Photo courtesy of Flickr user: xcode
Next up-Next up-
Using the real time web Using the real time web (trending topics)(trending topics)
The real-time web is a set of technologies and practices which enable users to receive information as soon as it is published by its authors, rather than requiring that they or their software check a source periodically for updates.
- Wikipedia
What is the Real Time Web?
Using The Real Time Web
How can you use the real time web?Twitter SearchFacebook SearchAforementioned real time search sites
(social mention, etc.)Google Social Search / Trends
Why would you?
Do you know what is happening
RIGHT NOW?
Trending Topics
Twitter trending topics are words, phrases or topics that get tweeted multiple times. These topics become popular either through a concerted effort by users or because of an event that prompts people to talk about one specific topic. These topics help Twitter and their users to understand what is happening in the world.
- Wikipedia
Trending Topics :: Tools
Trending Topics :: Tools
“Some of our news producers set up Google Hot Trends as their home page so they can monitor what keywords are being searched within the hour. If it’s important on the web, it’s most likely important to the TV viewer.
Our team also monitors the local Twitter trends. Twitter trends breakdown into certain markets, and Washington, DC is one of them. When we tweet, we make sure we use the same popular keywords that people are already using so the chances of them seeing our posts are much greater. For example, there is a trend in Washington, DC for the word “Pollen”, so we’d rather use that word than Allergy.”
Patrick O’Brien- Digital Development Director, W*USA-TV
FREE MONITORING TOOLS Google Alerts
http://www.google.com/alerts Tweetbeep
http://tweetbeep.com/ Social Mention
http://socialmention.com/ Collecta
http://collecta.com/ Backtype
http://www.backtype.com/ Monitter
http://monitter.com/
Google Hot Trends: http://www.google.com/trends/hottrends
PAID MONITORING TOOLS Radian6
http://www.radian6.com/ Filtrbox
http://www.filtrbox.com/ Trackur
http://www.trackur.com/ Jodange
http://www.jodange.com/ BrandsEye
http://www.brandseye.com/ Sysomos: www.sysomos.com Scout Labs
http://www.scoutlabs.com Social Talk
http://socialtalk.com/
Gannett Social Media SharePoint sitehttp://sps.gannett.gci/areas/ContentOne/SocialMedia
Jodi Gersh, [email protected], @jodiontheweb
Gannett Monthly Social Media newsletter(if you don’t already receive it, email me and I will add you to the distribution list)
Q & AQ & A