Social Media I

8/9/2019 Social Media I

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Presented by Jodi Gersh

Content Manager, Gannett ContentOne

Social Media ISocial Media I


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y Monitoring your brand (brand reputation)

y Social media customer service

y Using the real time web (trending topics)

y Q & A


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But firstBut first--

What isWhat is

Social MediaSocial Media


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WHAT?


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y Participatory online media that utilizes

the group to write and direct content,

rather than a read-only media.

yAllows for direct contact between

participants.

from urbandictionary.com


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MonitoringMonitoring

First upFirst up


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Monitoring :: Reputation

yPeople ARE talking about you (or your

products, services, competition, etc.)

yDo you know what they are saying?

y

Do you want to know?


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Have you heard of #Have you heard of #MotrinMomsMotrinMoms??


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Monitoring :: Tools

y 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 youll

use these), then review some of the paid options.

Many of these tools are listed on the Social Media SharePoint site.


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Monitoring :: Free Tools

yKeyword Alerts

Google Alerts

Tweetbeep

Social Mention

yKeyword Real Time Searches

Social Mention

Collecta

Backtype

Monitter

More tools are listed on the Social Media SharePoint site.


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Monitoring :: Paid Tools

More tools are listed on the Social Media SharePoint site.

Radian6

Filtrbox

Trackur

Jodange

BrandsEye

Sysomos

Alterian

HubSpot

Scout Labs

Reputation Management


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Now that you knowNow that you knowwhat they arewhat they are

sayingsaying

what are you goingwhat are you goingto do about it?to do about it?


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Next upNext up--

Social mediaSocial media

customer servicecustomer service


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using social media

for customer

service

Socializing Customer Service

Search ComcastCares on Google and you will see case study after case study


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using social

media for

customer

service


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Turn negative into positive?


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"Every local business should be listening andlearning 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 positiveand negative reviews from customers.

-John Moore, marketing strategist, Word of Mouth Marketing Association


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y Companies should use social networks to solve my

problems 43%

y Companies should solicit feedback on their products and

services 41%

y Companies should develop new ways for consumers tointeract with their brand 37%

y 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:


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Good Resources

y Mashable.comHOW TO: Use Twitter for CustomerService

http://mashable.com/2009/05/09/twitter-customer-service/

y USA TODAY

Social media like Twitter change customer servicehttp://www.usatoday.com/tech/news/2009-11-18-

twitterserve18_ST_N.htm


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Photo courtesy of Flickr user: xcode


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Next upNext up--

Using the real time webUsing the real time web

(trending topics)(trending topics)


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y The real-time web is a set of technologies and

practices which enable users to receive

information as soon as it is published by itsauthors, rather than requiring that they or their

software check a source periodically for

updates.

- Wikipedia

What is the Real Time Web?


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Using The Real Time Web

How can you use the real time web?

yTwitter Search

yFacebook SearchyAforementioned real time search sites

(social mention, etc.)

yGoogle Social Search / Trends

Why would you?


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Do you know what is happening

RIGHT NOW?


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Trending Topics

y Twitter trending topics are words, phrases or

topics that get tweeted multiple times. These topics

become popular either through a concerted effortby 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


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Trending Topics :: Tools


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Trending Topics :: Tools


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Some of our news producers set up Google HotTrends as

their home page so they can monitor what keywords are

being searched within the hour. If its important on the web,its most likely important to the TVviewer.

Our team also monitors the localTwitter trends. Twitter trends

breakdown into certain markets, and Washington, DC isone 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 wordPollen, so wed rather use that word thanAllergy.

Patrick OBrien- Digital DevelopmentDirector, W*USA-TV


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How will you use the

social media and thereal time web?


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Reference Links

FREE MONITORING TOOLS

y Google Alerts

http://www.google.com/alerts

y Tweetbeep

http://tweetbeep.com/

y Social Mentionhttp://socialmention.com/

y Collecta

http://collecta.com/

y Backtype

http://www.backtype.com/y Monitter

http://monitter.com/

y Google Hot Trends:

http://www.google.com/trends/hott

rends

PAID MONITORING TOOLS

y Radian6

http://www.radian6.com/

y Filtrbox

http://www.filtrbox.com/

y Trackurhttp://www.trackur.com/

y Jodange

http://www.jodange.com/

y BrandsEye

http://www.brandseye.com/y Sysomos: www.sysomos.com

y Scout Labs

http://www.scoutlabs.com

y Social Talk

http://socialtalk.com/


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yGannett Social Media SharePoint sitehttp://sps.gannett.gci/areas/ContentOne/SocialMedia

y Jodi Gersh,[email protected],@jodiontheweb

yGannett Monthly Social Media newsletter(if you dont already receive it, email me and I will add you

to the distribution list)

Gannett Resources


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Q & AQ & A

Documents

Social Media I