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aka - It Came from the Internet.
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Monitoring Social Media for Documentation Customer Feedback
Rhyne Armstrong
It came…
from the
Internet!
@ninety7 - #LavaCon
Welcome
Rhyne
Armstrong@ninety7
facebook.com/rhyne
omImages belong to Universal Studios, AMC’s The Walking Dead, or “The Walking Dead” Graphic Novel
* Peek-a-boo
* Look out!
* How to make a
monster
* Braaaaiiins… @ninety7 - #LavaCon
Peek-a-boo (Prepar ing yoursel f )
@ninety7 - #LavaCon
It’s a Spooky place.
@ninety7 - #LavaCon
They are talking about you…
@Microsoft, your Kinect API documentation is bad, and you should feel bad.
I wonder what percentage of my life has been wasted because of bad documentation? #if_it's_critical_effin'_mention_it!
@Life_Alert your documentation and communication flat out sucks. How can you be trusted with lives!? Not my moms after this. #custserv #fail
@ninety7 - #LavaCon
Social Media does not belong to the marketing world.
@ninety7 - #LavaCon
Stop hiding!
@ninety7 - #LavaCon
Look out!(Social media stat is t ics and tracking)
@ninety7 - #LavaCon
* Google Alerts* retweetrank.com* Klout.com* bit.ly* tweetstats.com* Social Bro
@ninety7 - #LavaCon
Or, you could pay…
http: / /www.mediabistro.com/al l twi t ter / f i les/2011/04/social-media-monitor ing-survey. jpg
@ninety7 - #LavaCon
How to make a monster!
(Prepar ing and distr ibut ing content for feedback)
@ninety7 - #LavaCon
It’s Alive!@ninety7 - #LavaCon
Passive
Seductive
Aggressive
@ninety7 - #LavaCon
The Passive Approach
Publish content, then wait on feedback
* A good f irst step
* Results can be skewed
* Always putt ing out f ires
@ninety7 - #LavaCon
The Seductive Approach
Tease to draw them in
* Builds on the f irst type
* Brings them to your content
* May be done through a Facebook page or dedicated Twitter account
@ninety7 - #LavaCon
The Aggressive Approach
Go get them!
*Go to where they are
* A face with the content
* Announce – solicit – respond
@ninety7 - #LavaCon
@ninety7 - #LavaCon
@ninety7 - #LavaCon
@ninety7 - #LavaCon
@ninety7 - #LavaCon
Braaaiiins…(Don’t forget to use them!)
@ninety7 - #LavaCon
Silence < Feedback < Sharing @ninety7 -
#LavaCon
Never Stop Running
Stick together @ninety7 - #LavaCon
Unleash the beast
Don’t freak out
Stay out of the woods
Still a better love story than Twilight
?@ninety7 - #LavaCon
