listening to the conversation — the new communications imperative
DESCRIPTION
Rob Key's presentation at PRSA's Digital Impact conference, April 30, 2009TRANSCRIPT
© 2009, Converseon, Inc. Proprietary and Confidential.
PRSA Digital Impact Conference
Listening to the Conversation — The New Communications Imperative
Rob Key, CEO, Converseon
April 30, 2009
© 2009, Converseon, Inc. Proprietary and Confidential.
Who is Converseon?
Only leading provider of Conversation Mining with “end-to-end capabilities” -- from listening and reporting, to social media strategy development, technology and implementation
Governing members of the Word of Mouth Marketing Association Clients include some of the world’s largest and most influential brands
including Dow Chemical, Siemens, Samsung, Graco Baby, Palm, etc. Multiple award-winner for a range of social media programs
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Marketing Funnel 1.0
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Conversation Funnel 2.0
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Increasing Investment in Social Media
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© 2009, Converseon, Inc. Proprietary and Confidential.
Converseon’s Social Media Process
A Best Practice Approach to Joining the Conversation
Build foundation for effective social media engagement
Participate and ignite conversations
Report on established engagement metrics and KPIs
Map the landscape
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Conversation Miner™
Listen: Converseon’s Conversation Miner™ scours online discussion areas to capture, understand and report the products, issues and opinions that consumers share between and
among themselves. This includes newsgroups, blogs, podcasts, social media and other forms of user-generated media.
Listen: Converseon’s Conversation Miner™ scours online discussion areas to capture, understand and report the products, issues and opinions that consumers share between and
among themselves. This includes newsgroups, blogs, podcasts, social media and other forms of user-generated media.
© 2009, Converseon, Inc. Proprietary and Confidential.
Search Engine Visibility
How We View the Social Media World
Enterprise Generated Content
MainstreamMedia
ConsumerGenerated Content
Podcasts
Corporate blog
Corporate website
Podcasts
Corporate blog
Corporate website
MSM blogs
Online media vehicles
Analyst forums
MSM blogs
Online media vehicles
Analyst forums
the waterline
visibility
control
Social media
Newsgroups
Detractor sites
Professional blogs
Affiliates
Reviews
Personal blogs
Social media
Newsgroups
Detractor sites
Professional blogs
Affiliates
Reviews
Personal blogs
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Mining the Conversation
The ConversationsConverseon
Mines and Reports(Each venue has its
own cultural norms which should be
kept in mind)
SOCIAL NETWORKSWIKIS
PHOTO SHARING
BLOGS100+ million
MICROBLOGS
FORUMS/NEWSGROUPS120+ million
VIDEO SHARING Twitter: 4-5 million users (Q4 2008)
Facebook: 200+ million users (Mar 09)35% of adult Internet users has a social networking profile (Dec 08)
SOCIAL MEDIA NEWSAGGREGATORS
Wikipedia: 272 million unique visitors (Sept 08))
YouTube:200+ million viewers (Mar2009)
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Monitoring vs. Mining
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VolumeWord counts/tag cloud
Entry timelineHigh-level topics
Multi-level sentimentVenue analysis
InfluenceDrill-down to entries
Real-time
Monitoring
Mining
SentimentTopics and subtopics
Human analysisVoices/participants
Key influentialsIncident-level reportingLimited sources (gen.)
Custom reporting elementsDaily, weekly, monthly or quarterly
© 2009, Converseon, Inc. Proprietary and Confidential.
Some Solutions
Free monitoring– Google Alerts, Bloglines, Technorati, Icerocket, Tweetscan,
Tweetbeep,Twitter Search
(“For fee”) monitoring– Radian6, Scoutlabs, Conversation Monitor™, etc.
Conversation Mining– Converseon Miner™, Cymfony, Neilson Online (“Buzz
Metrics”), Motivequest
Engagement Platforms– Converseon eResponder, Visible Technologies, etc.
© 2009, Converseon, Inc. Proprietary and Confidential.
We Combine Advanced Technology + Human Analysis to Provide More Accurate, Reliable and Meaningful Data
[Negative for Treximet Cardio Side Effects] “I did a little research of my own, and was a bit alarmed to come upon a forum of migraine sufferers who had tried the drug and reported tightness in the chest and other indications of
cardiac disturbance. I decided to leave the Treximet in the desk, untouched. “ Blog.lazyharpy.com, published on 18-02-2009
[Negative for Treximet Cardio Side Effects] “I did a little research of my own, and was a bit alarmed to come upon a forum of migraine sufferers who had tried the drug and reported tightness in the chest and other indications of
cardiac disturbance. I decided to leave the Treximet in the desk, untouched. “ Blog.lazyharpy.com, published on 18-02-2009
[Positive for Treximet Effectiveness] “…I popped a Treximet, slanted my shades, closed and locked my office door, and put my head down for fifteen minutes. When my alarm went off, my head was perfectly clear. That was
four hours ago.”Blog.lazyharpy.com, published on 18-02-2009
[Positive for Treximet Effectiveness] “…I popped a Treximet, slanted my shades, closed and locked my office door, and put my head down for fifteen minutes. When my alarm went off, my head was perfectly clear. That was
four hours ago.”Blog.lazyharpy.com, published on 18-02-2009
[Positive for Cardio Side Effects] “For some reason, today I picked it up. I did a quick web search for adverse side effects of Imitrex, which I have used for
years, and felt surprised to see the very same descriptions as those accompanying the Treximet. Since Imitrex has never bothered me,..”
Blog.lazyharpy.com, published on 18-02-2009
[Positive for Cardio Side Effects] “For some reason, today I picked it up. I did a quick web search for adverse side effects of Imitrex, which I have used for
years, and felt surprised to see the very same descriptions as those accompanying the Treximet. Since Imitrex has never bothered me,..”
Blog.lazyharpy.com, published on 18-02-2009
Automated systems would have scored the entire message negative for Treximet because
of the ‘cardiac disturbance’ and side effect mentions, completely missing the point that the
author found the drug highly effective and would likely use again
Automated sentiment systems score at record level, missing important details
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Multi-Level Sentiment
We’ve had our 2006 Pontiac Vibe for about two and a half years now and we recently passed 80,000km (just shy of
50,000 miles). Overall the car has been working well for us. We’ve had no
mechanical issues with the car and the only real cost has been regular oil
changes.
Our average fuel consumption for 2008 is currently at
8.34L/100km (~ 28 MPG). This isn’t very good in my opinion
but it does include winter driving with the snow tires on.
One other gripe about the car is that there is a very thin
layer of paint. It seems that everything causes a small
paint chip. I think if you sneezed while standing within 10 feet of the car it would get
a paint chip.
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Some Key Mining Dimensions
Volume Sentiment Voices Speakers Influence Topics Subtopic Velocity
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How Do We Find Meaning from Measurement?
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The Most Effective Listening Requires an Organizational Approach
Social Media Listening is an engine of organizational transformation, and requires recognition that social media is not just a marketing/communications issue, but an organizational issue
– Infusing listening into specific organizational use-cases helps companies become “Listening Organizations.”
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Don’t Forget: Cultural Listening…
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Cultural Listening
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Cultural Listening
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We Believe…
As marketers and brands increasingly penetrate social media communities, backlash will grow in many venues
Driving factors, such as tagging and increasing personalization, will further diversify, not homogenize, community norms
Offline rule norms don’t always apply
Effective engagement requires an altruistic approach that understands, respects and gives to the community without the expectation of specific immediate commercial outcome
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“Karmic Communication”
The effects of all deeds actively create past, present and future experiences
“Ask not what the community can do for you, but what you can do for the community.”
© 2009, Converseon, Inc. Proprietary and Confidential.
Conversation Mining™Typical Use Cases/Campaign Scenarios Identify influentials who are defining your brand…and category Inform creative by capturing the “real” conversation by and between
your customers and prospects…in near real time Manage reputation Improve and enhance product launches Manage customer service More effective, “real-time” marketing research Inform search/content development Measure campaign effectiveness Inform media by understanding where relevant conversations are
actually occurring Competitive intelligence Inform an overall social media strategy
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Use Case: Brand Health Report Purpose: Provide brands with full
assessment of their current position in the online conversation
Analyzes 60 days of data (generally 30 days retroactively)
Full analysis and go-forward engagement recommendations delivered approximately 45 days after engagement (includes go-forward resource recommendations)
Analysis includes volume, sentiment, topic/subtopic, influence, voices
Can include competitive intelligence
© 2009, Converseon, Inc. Proprietary and Confidential.24
Customer Service
“For companies that don't tend to their customers, the consequences can be dire. Consumers frustrated by the regular fix-it channels are increasingly employing vigilante tactics. Whether they're making YouTube, Google videos or posting account numbers on blogs filled with digital rants, more and more consumers are getting companies to respond on their terms.”
• Business Week, February 21, 2008
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Use Case: Identify Potential Customers
• Takes supplements as a part of overall wellness routine; likely part of online diet club
• Better informed than the average consumer about dietary needs, specific nutrients and the effect on the body
• Has few health problems overall; likely to focus on cosmetic or general benefits like increased energy as opposed to specifics
• May have tried multiple brands of OTC fish oil/Omega-3 supplements
My naturopath suggested to increase weight loss you have too increase your metabolism . to do that he suggests to eat small snacks during the day and not to avoid the good fats like the omega 3,6 and to use things like flax oil or flax seeds ground up on salads or in soups and salmon is a good source of the good fats. Webmd.com
Karen, middle age femaleCurrent weight 200; goal 135
My naturopath suggested to increase weight loss you have too increase your metabolism . to do that he suggests to eat small snacks during the day and not to avoid the good fats like the omega 3,6 and to use things like flax oil or flax seeds ground up on salads or in soups and salmon is a good source of the good fats. Webmd.com
Karen, middle age femaleCurrent weight 200; goal 135
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Use Case: Reputation Management
Purpose: To enable brands to quickly identify and address potential reputation challenges
Approach: – Utilization of eResponder platform
to capture “hot” relevant conversation near real-time
– Configuration of rules-based engagement platform for potential engagement
– Engagement database to profile key venues and trending
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Use Case: Inform Media Planning
Brand Discussion Mobile Broadband Fixed Broadband Hi-Def TV through Broadband
Domain Rank Domain Rank Domain Rank Domain Rank
twitter.com A howardforums.com B whirlpool.net.au A whirlpool.net.au A
whirlpool.net.au A forums.dpreview.com A digg.com A dslreports.com A
menstennisforums.com C whirlpool.net.au A hardforum.com C tgdaily.com A
answers.yahoo.com A exetel.com.au C forum.lowyat.net B digitalhome.ca B
forum.gsmhosting.com A evdoforums.com C p2pnet.net A twitter.com A
forums.hardwarezone.com C forum.lowyat.net B 3.8mustang.com C digitalspy.co.uk
wiili.org C twitter.com A overclockers.co.uk C forum.videolan.org A
forum.lowyat.net B mybroadband.com.za C forums.digitalpoint.com A webwire.com A
megite.com C vodafone.co.uk B twitter.com A investorshub.advfn.com A
eu.playstation.com B forums.crackberry.com A dslreports.com A tvover.net C
A
A
C
A
A
C
C
B
C
B
B
A
A
C
C
B
A
C
B
A
A
A
C
B
A
C
C
A
A
A
A
A
A
B
A
A
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Domain Influence Scores - Ranks:
A Venue falls in the top 1% of highest trafficked, most influential sites
B Venue falls in the top 10% of high trafficked sites
C Venue falls in the bottom 90% of trafficked sites
Blog
Forum
Micro-blogging platform
Wiki
News Aggregator
Domain Influence Scores - Ranks:
A Venue falls in the top 1% of highest trafficked, most influential sites
B Venue falls in the top 10% of high trafficked sites
C Venue falls in the bottom 90% of trafficked sites
Blog
Forum
Micro-blogging platform
Wiki
News Aggregator
Common top domains
Twitter.com
Whirlpool.net
Forum.lowyat.net
Dslreports.com
C
Conversation Top Domains March 2009
Main Findings:
• Given the highly technical and specific nature of broadband technology conversation, forums are the most common venues, since they allow participants to find others that share their interests and ask/answer questions
• Search-friendly blogs are common venues of conversation for consumer-friendly topics, such as hi-def TV
• Given that broadband technology availability is highly linked to geographical location and service provider offerings, top venues of conversation are commonly geographically/service provider specific
© 2009, Converseon, Inc. Proprietary and Confidential.
Use Case: Creative and Insights
Captures the “real” language utilizes by consumers within conversations about specific products and services
Also captures where the conversation is happening for better/more efficient media targeting
Specific insights can be important for R&D/product development
© 2009, Converseon, Inc. Proprietary and Confidential.
Use Case: Search Engine Reputation Management
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Inform Search
What is the sentiment and makeup of top search results?
Where are the social media engagement opportunities to maximize Search Engine Results Page visibility?
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Identify Opportunities to Inform a Social Media Strategy
Conversation Topics/Solutions Matrix
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Health risks
Price/cost
Availability
Effectiveness
Pre-Treatment Procedure
Environmental Impact
Home/Family Impact
ReEvaluationValue
Insurance
Opportunity for content creationOpportunity for content creation
© 2009, Converseon, Inc. Proprietary and Confidential.
Trending
Changes in Conversation– Increases in sentiment,
volume, “share of conversation,” etc.
Cost per action– Sign up, view video,
application usage, sales, etc.
Downstream behavior Correlative impact for
eventual econometric modeling
© 2009, Converseon, Inc. Proprietary and Confidential.33
Where this Goes Next? Predictive Modeling
Overlay all relevant data sets for correlative analysis and, eventually, to enable predictive modeling
Overlay all relevant data sets for correlative analysis and, eventually, to enable predictive modeling
Conversation Mining
Traffic
Conversion/Analytics
Sales Brand Tracking
© 2009, Converseon, Inc. Proprietary and Confidential.34
Graco: Listen, Plan, Engage
We Listened first Conversation Mining
report to set benchmark & inform strategy
Assessed social media traffic
Continually listening with Conversation Miner
Planning & training process lasted several months
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Graco: Listen, Plan, Engage
Our Goal: Relationships
Graco doesn’t just blog, it enhances the community
Read & comment at others, link to their blogs, meet them in person
Host Graco Get-Together events around the country
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Graco: Joining the Community
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Graco: Ongoing Relationships
She IS Graco, that Lindsay. And Master Recon Specialist.
The girl misses nothing.-- Mommy Needs a Cocktail
She IS Graco, that Lindsay. And Master Recon Specialist.
The girl misses nothing.-- Mommy Needs a Cocktail
Another company getting it right-Graco. I’ve chatting with Lindsay on Twitter,
watched as they crafted a MOMblog that actually is written by Moms about things Moms write about. It’s not just product discussion. I’m thrilled to say the Graco blog, it’s bloggers, and the other people
involved in the effort are part of our community. That’s right, they did it-we gave them the secret handshake and everything. Why? They’ve engaged
bloggers in conversations, events, and they kept it REAL.-- Queen of Spain
Another company getting it right-Graco. I’ve chatting with Lindsay on Twitter,
watched as they crafted a MOMblog that actually is written by Moms about things Moms write about. It’s not just product discussion. I’m thrilled to say the Graco blog, it’s bloggers, and the other people
involved in the effort are part of our community. That’s right, they did it-we gave them the secret handshake and everything. Why? They’ve engaged
bloggers in conversations, events, and they kept it REAL.-- Queen of Spain
© 2009, Converseon, Inc. Proprietary and Confidential.38
Graco Case Study: Parenting 1st, Products 2nd
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As a (relatively) new parent, the Graco brand certainly has made a footprint in our household. Through a new Twitter friend, I found out about the new(ish) Graco blog. As a corporate blog, this is one of the best I’ve seen yet. That’s pretty impressive considering the role the Graco Legal Department probably played in this launch, and ongoing maintenance!Here’s a few reasons why Graco is rocking this blog…
--Community Guy, Jake McKee
© 2009, Converseon, Inc. Proprietary and Confidential.
Results
Volume of the online conversation for the Graco Brand nearly doubled, while positive sentiment increases from 68% 2007 to 83% in 2008
GracoBaby blog featured on Today Show and as a case study at BlogHer Business conference
In just 6 months, blog is ranked as the 59th top parenting blog in the hundreds strong Parent Power Index
Positive reviews from industry commentators and parenting bloggers alike including the 5th highest ever score in Mack Collier's series of Corporate Blog Reviews
Named to Mashable’s “Smartest Big Brands in Social Media.”
© 2009, Converseon, Inc. Proprietary and Confidential.
What is Myth vs. Reality re: Social Media?
Listening is a luxury
Social Media is for consumer goods companies only
Social media is just another channel
Social media is easy
Social media belongs to a particular marketing discipline
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Listening and acting on what you hear should be integrated across the enterprise, including R&D, product development, communications/marketing and customer service
Some of the greatest beneficiaries and innovators in social media are other types of companies
Social Media is a primary driver of organizational transformation that transcends marketing-communication
Culturally it can be very difficult
Social media transcends marketing disciplines – and most brands are not organized effectively to act
© 2009, Converseon, Inc. Proprietary and Confidential.
Thank You
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