Tapping InEngaging, Integrating, and Monitoring

via Social Media

Babbling brook, or river?

• Flow/speed

• Frequency

• Engagement

• Sentiment

• Response

Two truths

Most social media professionals overestimate what social media can do.

No one has a single intrinsic way of describing the value/ROI of social media.

-- Rohit Bhargava, Ogilvy 360 Digital Influence group

Two choices...

• Big fish, small pond: choose to do very little, “no time”. Limited.

• Little fish listening: choose to engage, monitor, swim!

• Which fishbowl does you/your agency choose to swim in?

Before you pledge to TALK, pledge to

watch, monitor and listen.

Self-assessment

• Early adopters/mentoring newbies

• Resources in place

• Structure

• Budget

• Listening and monitoring tools

Next, assess your audience (clients).

• Demographics/psychographics

• What are they reading and how are they engaging online? Expectations?

• Are they passionate about SM? Are you?

• Beyond FB page: blogs? Boards/forums? Social networks? Microblogs (Twitter)?

• Go where the audience is.

Pledge to build a better fishbowl

• Pledging to build a listening organization

• Planning and messaging (with client)

• Creating strategies for higher engagement, focused conversations

• Measuring results

• Scaling to fit client

The Flow: Tapping In

Engagement*:Fact sharing or fish stories?

*Remember: companies don’t blog. People blog.

Ignite conversations, create advocates for:

•Products

•Brand

•Reputation

•Competitive advantage

•Call to action

More engaged than ever, more mobile

than ever.Facebook and Twitter = 22.7% of time spent online; gaming = 10.2%.

The stats also show the degree to which social networking is displacing other forms of communication, with e-mail as a percentage of online time plunging from 11.5% to 8.3%. Instant messaging also saw a significant drop in share, with a 15% decline from last year.

E-mail use on mobile rose from 37.4% to 41.6% (smartphones).

(Nielsen, 6/09-6/10)

Engaged customers will:

• Explore their interests in a more deeper and meaningful way

• Engage with and discover new local businesses

• Seek out and ask for recommendations from peers they trust

• Socialize with friends using photos, videos, text, microblogging, apps, and IMs

• Create their own communities, strengthen bonds

• Validate their “fandom” with brands, companies; solve problems within the fan base for others (Apple)

• Air their grievances with brands, companies and seek

community support for their complaints/answers/problems

Tapping into YouTube

• Then: backed by PayPal, was a dating site originally

• Escalated by being unique: Rickrolling, pranks, April Fools, kid videos, memes

• 490 million unique users MONTHLY worldwide, or 92B PVs/month.

• 2.9B hrs each month on YouTube (325,000 years).

• Now: channels, partners, customizations, featured videos, and full integration

Tapping into

Twitter• Listen. Monitor.

• #Follow influencers. Retweet, visit often.

• Use #s to filter.

• Create “#winning” content, Twitpics.

• Make, use lists.

• Be a curator.

Tapping into Facebook

• New revised pages = brands are no longer bystander

• Pics, videos, widgets, events, notes

• Wildfire promotions

• Sidebar advertising: hyperlocal, tied to events, microsite URLs, pages

• Viral nature - be clever

Facebook tips

• Chosen landing tab = your call to action

• Use 3rd party plug-ins to enhance content beyond wall posts (flash, hide content to non-fans, YouTube, popups, image rollovers, and much more)

• Download photos via third party app to make montage, book, printed product

• Upload photos from Flickr for backup

• Use mgmt tools to calendar and schedule status updates/wall posts

• Enhanced comment boxes for specific products

• LOLapps.com helps YOU create custom games, quizzes, apps for your clients

Mobile apps & Quick Response (QR) codes

Crowdsourcing

Explore these social networks:

  Twitter

  Facebook, Orkut, MySpace, Google Buzz

  Ning (micro websites, commy. mgmt.)

  Groupon, Foursquare, Gowalla (location-based social networking)

Glue (entertainment)

Mashable (mashup of news, reviews)

  LinkedIn (business)

  Brightkite (group texting)

  FriendFeed, Seesmic, Tweetdeck, Hootsuite (Mgmt)

  Blogger, Wordpress, TypePad (blogging)  Posterous, identi.ca (microblog)

   Bebo (social)  Delicious, Digg, StumbleUpon (bookmarking)

  Multiply, Etsy (shopping)BigTent, Gather (community)

  StreetMavens, Patch, About, Examiner, Yelp (geolocal news, reviews)

  Flickr, Photobucket (photo)Yahoo and Google, Bing (search)

All rivers flow to the sea.

Integration is key

• Find tools, process to help you integrate (dashboards, netvibes.com, Google Dashboard)

• Supports both traditional and social media

• Involves external and internal communications

• Integrates various data streams (sales, mktg, customer relations) - monitors filter chatter to right people

• Recent shift: online over traditional, listening vs. monitoring, and

• Correlations (activities:outcomes) over counting

Now: Fortune 500 integrates. Next:

small/med. businesses.• 22% (108) of the primary corporations listed in the

2009 Fortune 500 have a public-facing corporate blog.

• 86% of these blogs (93) link directly to a corporate twitter account, a 300% increase over the 2008 study. (Note: More Fortune 500 corporations have Twitter accounts, but do not link directly from their blogs.)

• Nearly 50% of the top 100 companies (47) have a Twitter account.

• 19% of the 2009 Fortune 500 is podcasting, a three percent increase over the 2008 study.

• 31% are incorporating online video into their blog sites, a 10% increase over 2008

Download this report: http://www.umassd.edu/cmr/studiesresearch/

Monitoring

• There is a cost to NOT listening.

• Our role: listening, analyzing, responding to social conversations about brands, products, reputations, end-user opinions in a meaningful way

• Need to increase technical support to monitor using proprietary tools

Measurement

Goals drive metrics.

Metrics drive results.

No system is perfect.

Data and dashboards

Platform example: Radian6.com

• Radian6 creates broader and deeper ways to bring in relevant social data and conduct some analysis around them (especially with things like CRM systems and web analytics).

• Demonstrating a rise in FB fans/week, # mentions

• sCRM (Social CRM) represents a wider scope of active listening and participation

Value of measurement

• Measure not to punish/reward results, but to figure out what is working and where to put resources

• Trained listeners, community managers, social media mgmt => ROI

• Ex. P&G pays for engagement, not eyeballs. Move away from “hits”.

Conveying value

• Focus on outcomes, not output

• Increased reach = lower CPI (cost per impression)

• Five requirements for adoption (thanks to Kevin Jones):

1. Showing the advantages in a way that people perceive the tools as better than what they supersede;

2. Ensuring the new approach is compatible with organizational values and experiences;

3. Making the new approach as simple to use and understand as possible;

4. Starting out with a trial initiative and

5. Ensuring the results can be observed by others.

Metrics to consider - CRM

solutions needed• Conversion Rates: beyond # leads to value of the conversion rate.

Using a URL shortener to track + cookie for campaign on users machine to attach to a lead + Google Analytics (within Hootsuite’s URL shortener). Click through then conversion = ROI! Track through the entire sales cycle, not just the beginning.

• To add a control group, run the same metrics you normally run against a group that has never interacted with social media and compare them. Look for how social media compares in areas like lead conversion rates, retention rates and costs.

• Growth rate over time. Manage expectations.

• Customer acquisition costs are lower than traditional media.

• Retention rates over time, or “customer saves” over time

• Cross-selling across locations, products, brands, etc.

Old-school metrics

• Ad value equivalence (AVE) = # of eyeballs, hits, followers, friends, fans

• What matters: engagement.

• What are your clients’ customers doing today? How are they advocates for the brand in a meaningful way?

Get clarity about measurement

• Decide WITH your client what’s important to them, try to benchmark against peers and/or competitors

• Track activities over time

• KD Paine’s “KBI” (expected results)...

7 steps to “KBI”:

• Define your KBI, expected results - a home run

• Define the investment, not hours

• Understand your audience, what motivates them

• Define benchmarks for SM, then add “PR provides + coverage that amplifies your SM messages.”

• Define metrics (ex. % incr. in clickthrus or downloads)

• Pick a tool and undertake research

• Analyze results, glean insights, take action, measure again

Go with the flow

Eyeballs: what we measure now

One FB “like” or blog subscribe or Twitter follow

Repeat visitors, click throughs, likes, comments

Re-tweets, reposts, shares, hashtags, direct @ messages

Registration, sentiment, a true fan, sharing content

Trial, purchase, advocacy

Mentions

Engagement

Activity

New ways to view results• Exposure to “friends”

• Engagement

• $$ raised

• Marketing, sales leads ($)

• Communicate mission (content analysis for keywords)

• More civic engagement (audience analysis)

• Increased share of conversation in the market, improved reputation (survey)

hootsuite.com/social-analytics

Beyond content creation:

trends for 2011• Beware of “gurus” and SM “experts”.

• Designate a content curator.

• Use paid and free listening tools:

Create listening posts for your clients to hear, evaluate and share with clients in real time what’s being said about their brands. There are free tools such as Google Alerts and Social Mention and there are paid tools such as Radian6 and Spiral16. New affordable tools like HootSuite’s Social Analytics are emerging. hootsuite.com/social-analytics

• Motivate clients to engage. Understand their culture. Be (or find) the savvy SM managers/consultants for them.

• Our advantage: experts in messaging, experienced in their industry, passionate about SM.

Our new digital capabilitiesDigital reputation management

Digital crisis managementSM monitoring

Customer loyaltyConsumer outreach

Digital media relationsDigital communications planning

Training and supervising SM rolesConversation monitoring

Thank you!

In thanks for your time “tapping in” today, a donation has been made on your behalf to the

This project helps UNICEF put an end to the preventable deaths of children due to a lack of clean water.

Every dollar raised through the UNICEF Tap Project supports UNICEF water, sanitation and hygiene programs. Visit online at http://www.tapproject.org, or on Twitter at @hopeinrain.

Cup runneth over...

Twit-tip: build followers

Build followers by using hashtags and trends:

@Ahalliison <http://twitter.com/Ahalliison> @rtfamily <http://twitter.com/rtfamily> Thanks for the #follows <http://twitter.com/#!/search?q=%23follows> ! B sure 2 check out http://bit.ly/QGXWU <http://bit.ly/QGXWU> for great deals! #Winning <http://twitter.com/#!/search?q=%23Winning> on Saving!

Brandy uses the the hash tag (#) in front of the word Follows so when people look up the word FOLLOW, her name will show up.  She’s also tapping into the Charlie Sheen band wagon with putting the hash tag in front of the word WINNING, because that's a trending word right now.

You can find the biggest words people are looking up under the TRENDS, on the right side bar of twitter.  She then places a link in her “thanks for following” tweet to direct people to her home page, using bitly.com <http://bitly.com>  to shorten her URL.