Ichec community management - reporting & e-reputation
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This document discusses the importance of monitoring social media presence and engagement. It provides an overview of key performance indicators (KPIs) to track, such as buzz, audience size, customer satisfaction, and lead generation. Various free and paid tools are presented for social media monitoring, measurement, and reporting. Categories of tools are segmented by price point and capabilities. The document concludes by emphasizing the need to track conversations, actions, and compare metrics to competitors in order to understand online influence and reputation.
Ichec community management - reporting & e-reputation
- 1. ICHEC - Watch your e-reputation and measure your social presence 1 December 2011 Social Thomas Van Roy @thombtm
- 2. Social Media KPIs Buzz Monitoring Free Tools The Big 5 Facebook Figures Facebook Reporting cases Conclusion
- 3. 5/-67%&'28%9/:,' ;1*<-*&'=6*:>-' 3:7+&'=7-A1' (*#/&'D67",-' .-/0/1&'234' @C7##,&'4,<67"' ?/-6&'@7A<AB,' !"#$%&'()*+,-'
- 4. SOCIAL FOR EVERYONE ACTIVITY ON SOCIAL MEDIA Creators Publish, Microblogging Productivity Critics Application Live Casting, Collectors RSS, Aggregators Social Joiners Networking Audio Spectators Video Inactives Photo SOCIAL MEDIA USERS
- 5. Creation SOCIAL MEDIA CATEGORIES INDIVIDUAL LIVECAST CHAT BLOG MICRO B GAME CREATE SHARE E-COM GEOLOC MEDIA FORUM SO NET WIKI INFO GROUP
- 6. Know where you wanna go with this action & reporting
- 7. What about the KPIs • Buzz and engagement Conversation about your brand and products • Audience Building People reading your content, following you, Liking you or bookmarking you • Advocates and Ambassadors Retweets, reviews, recommendations, testimonials • Customer Satisfaction Engagements and results, time to resolve • Feedback Product improvements, new ideas, change public opinion • Community enlargment Recruit news fans • Influence people? Interact, generated UGC • Generate Lead Increase sales/revenue, Drive to store
- 9. Good news, someone else can do the job for you....
- 10. BUZZ MONITORING
- 11. “Buzz monitoring is the keeping track of consumer responses to commercial services and products, to establish the marketing buzz surrounding a new or existing offer. Similar to media monitoring it is becoming increasingly popular as a base for strategic insight development alongside other forms of market research”
- 12. WTF, How Many monitoring tools are
- 13. We have realized a comparative analysis of the Weʼre scanning the market in order to define which analysis tools fit best to our clientsʼ needs!
- 14. I. MAIN FINDINGS
- 15. Main results of our analysis 1st conclusion: Vague and confusion in terminology used
- 16. Main results of our analysis !"#$%&#'()""#%)(*#&+,$-#./#%)(*#*0((1# 2nd conclusion: No common code of « metrics »
- 17. Main results of our analysis 3rd conclusion: Social media monitoring strategy ≠ listening strategy
- 18. Main results of our analysis 4rd conclusion: Even if we can do magic, no tool can do miracles
- 19. MONITORING TOOLS CATEGORIES Monthly Price str rke ss & eg g at tin a e m sin y Plenty of tools developed by one Bu 10.000€€ WOM consultancy company. Strategic consultancy recommendation and very deep analysis ht h 1000- sig rc Focus on research and result relevance. s In sea Strong segmentation. 2500€€ WOM research Re Dedicated account for the project ta ed Da niz 200- Technical tools. a 500€€ technology & analysis Recommendation rg Dashboard with results and graphics O ta Pure Technical tools. pure technology & tools Da 1-150€€ Only listings no charts
- 20. SEGMENTATION IN THE MONITORING TOOLS MARKET E-REPUTATION SHARE OF BUZZ Categories of monitoring tools MARKET BRAND INSIGHTS EVOLUTION
- 21. Main categories in monitoring tools !"#$%&'()'*+,'-+.+' /*+01"2#'3'-440'+%+56#"#'
- 22. Main categories in monitoring tools !"#$%&'()'*+,'&-&./%,/0123& 45%,"62$%78&,'*9/7',&
- 23. CASE DONE AT VOICE AGENCY
- 24. INFRABEL .BE SECURITEFERROVIAIRE SPOORVEILIGHEID CRISIS COMMUNICATION 15 February 2010 : Biggest Belgian train crash ever, Infrabel, manager of the Belgian railway infrastructure needs to react quickly
- 25. INFRABEL .BE SECURITEFERROVIAIRE SPOORVEILIGHEID CRISIS COMMUNICATION Create a website in 48h based on Infrabel content to explain the rail security to people. Press Release to announce the opening of the website.
- 26. INFRABEL .BE SECURITEFERROVIAIRE SPOORVEILIGHEID CRISIS COMMUNICATION Buzz Monitoring to identify conversation topics, center of interest, develop a more human approach of the dedicated website. New input with new content to be implemented within this week
- 27. From Conversation to Reporting Listen to Filter & analyze the Deliver insights Write reporting & conversation on conversations from conversations recommendation web & social media
- 29. WHOIS TALKING whoistalking.com
- 30. SOCIAL MENTION socialmention.com
- 31. Google Alerts google.com/alerts
- 33. Advertising tools can help you
- 35. GET INSIGHTS ABOUT THE VIEWERS
- 39. GET INSIGHTS ABOUT THE NETWORK
- 41. Check your influence klout.com
- 42. Check your influence twitalyzer.com
- 43. Check your mood tweetfeel.com
- 44. Track Subject twitter.com
- 46. Get Venue Stat foursquare.com
- 48. GET INSIGHTS ABOUT THE NETWORK facebook.com
- 49. GET INSIGHTS ABOUT THE NETWORK facebook.com
- 50. * Affinity Score X Engagement X Time Factor
- 51. Create an infography pagesanalyzer.com
- 54. Check your edgerank edgerankchecker.com
- 57. Check your community score momentusmedia.com
- 58. Check your community score momentusmedia.com
- 59. Know about your community graph-o-meter.com
- 60. Get all the stats socialbakers.com
- 61. Get all the stats socialbakers.com
- 62. Get more if you pay socialbakers.com
- 63. Get more if you pay socialbakers.com
- 64. Break
- 65. CAUTION When you will leave this room, things will have already changed
- 81. Track your clicks Google.com/analytics
- 82. Track Your links bit.ly
- 83. Track the conversation facebook.com
- 84. Track the participation phpmyadmin
- 94. TO CONCLUDE
- 95. In a nutshell TRACK CONVERSATION ✦Tracking engagement of your fans ✦Analyzing the success of your page postings ✦Measuring the response rate between you and your fans ✦Identify key influencers ✦Comparing all important metrics to the competition
- 96. In a nutshell TRACK ACTION ✦Merge different tools ✦Traffic sources ✦participation funnel ✦Sharing ✦Give a value to actions
- 97. QUESTION AND ANSWER Thomas Van Roy @thombtm
- 98. Thank you for your attention