Getting Started with Social Media Monitoring

Getting Started withSocial Media Monitoring

Nathan Gilliatt

Monitoring Social Media BootcampMarch 30, 2010

A few things to consider• Amount of buzz about the

company

• Company’s current reputation

• Marketing objectives

• PR objectives

• Customer service issues

• Existing measurement practices

• Staff comfort level with technology

• Staff analytical skills

• Language coverage

• Information distribution

• Source media types

• Tools or services

• Monitoring or measuring

• Engaging customer or media

• Action assignment & tracking

• Facebook integration

• Twitter integration

• CRM integration

• BI integration

• Available budget

• Dashboards & reports

• Keyword or threshold-based alerts

• User administration

• Shared vs private projects

• Automated sentiment analysis

• Monitoring or discovery

• Buzzword compliance

Level check

1000heads1st2CAlterianAM AnalyticsAMI SoftwareAmplified AnalyticsAnderson AnalyticsAndiamo SystemsAtomic IntelligenceAttensityAttentioAutonomy Interwovenbc.labBigmouthmediaBitextBiz360Bloggers’ MindBlogMeterBoleroBrand TitanBrandintelBrandtologyBrandwatchBurrellesLuceBuzzAnalytics LLCBuzzcapture B.V.BuzzdetectorBuzzDingBuzzientBuzzLogicBuzzNumbersBuzzStreamCICClarabridgeClearForestCluerayCognitaCollective IntellectColligentComMetricConnotateContext AnalyticsConverseonConversitionCovalenceCrawdad TechnologiesCrimson HexagonCritical MentionCRMMetrixCubit Media ResearchCustomScoopCyberAlertCyberWatcher

CyTRAP LabsDaqiDentsuDialogixDigimindDigital Influence GroupDigital PRDistilledDNA13Dow Jones & CompanyE.lifeeCairn, Inc.Echo ResearchEchometrixEcofact AGEcosystemaEdelmanElsevierEmPower ResearchEntrenzaEnvisionalEthorityEvolve24EvriExpert SystemFiltrboxFirstRainFluxFPinfomartFractal AnalyticsFutures SportGalaGeeYeeGrazrGreat Minds InteractiveHapaxHeardableHiveFireHiveSightHotGrindshottolinkHue Web StudioHyveiCrossingiMenteImootyImpactWatchInfegyInfonicInformminfüzInsideViewinstant Information

IntegrascoIntelligence TechnologiesInteroneIterasiJ.D. Power & AssociatesJamiqJanyaJodangeKaavaKairos Future AnalyticsKDPaine & PartnersKeibi TechnologiesLexalyticsLeximancerListenLogicLodging InteractiveLogicbowlManaging NewsMarchexMarket SentinelMarketClustersMarketOutsiderMedia Measurement LtdMedia ProofMedia Watch Middle EastMediaBadgerMediaHoundMediaMiserMediatrack ResearchMegaputerMeltwaterMetataleMetricaMightyBrandMillward Brown PrecisMindCometMindMattersMoreoverMorningside AnalyticsMotiveQuestNameProtectNetBaseNetemicNetEquityNetMap AnalyticsNetworked InsightsNew Media IntelligenceNew Media StrategiesNewbaseNexalogy EnvironicsNielsen BuzzmetricsObjectiveMarketerOnalytica

Orchestr8OvertonePalantir TechnologiesParnassus GroupPerception MetricsPolecatPortent InteractivePR NewswirePrecise MediaPrimelabsPsydexQuirk eMarketingRadian6RelegenceRelevant NoiseReport International LtdRepuMetrix Inc.Reputation InstituteReputationHQReputicaRTGIRush Hour AnalyticsSatmetrixScanblogScout LabsScupSentiment MetricsSentiMetrixSerendioSilverbakkSkyGridSmalltalksSmmartSocial MentionSocial WavelengthSocialarcSocialMetrixSocialRepSocialscapeSocialwareSpectrumSpinn3rSpiral16Sports Media ChallengeStartPRStockMoodStreamwallSymscioSynthesioSysomosTealiumTNS CymfonyTraackr

TrackurTrendictionTrustworthyTullo Marchall Warren LtdUKNetMonitorUltraSuperNewUnbound TechnologiesVanksen GroupVerisignVICO Research & ConsultingViralheatVisible TechnologiesVMLVocusWaggener EdstromWavemetrixWebClippingWeeTrackWhite NoiseWhitevectorWiredsetWiseBriefWiseWindow

Why monitoring?

Defensive keyword monitoring of brands and products to find complaints in order to respond.

Customer complaints

More reasons

Customer questions

Sales leads

Campaign tracking

Product innovation

Competitor actions

Market research

Beyond marketing…

Defensive keyword monitoring of brands and products to find complaints in order to respond.

3D Listening

Apply more modes of listening to more sources of data to

create value in more parts of the company.

And not Or

5 modes of listening

✓ Monitor

✓ Measure

✓ Alert

✓ Search

✓ Mine

Mindsets

Monitor or measure?

Customers, influencers, or media?

Web analytics

PR measurement

WOM measurement

Market research

Limitations

Incomplete results

Imperfect automation

Few standards

Tools and services next

Your turn

Contact

Nathan Gilliatt

+1 (919) 414-1043

[email protected]

@gilliatt

http://www.socialtarget.com/

http://net-savvy.com/executive/

http://SocialMediaAnalysis.com

http://AnalyticsCamp.org