social media
Social Media and Chaos: A Love Story
Several month’s ago I read a fascinating article by John Naughton. He was looking at social media successes – such as Wikipedia and MySpace – and asking the obvious question: who would have thought this would work? When planning to create a new encyclopaedia, you would probably gather together a group of fine and varied minds, set up a structure (to cover everything) and a strict editorial process, then set out a timeline of, what, six years to complete the job? You certainly wouldn’t set up a website and open it up for entries to be posted by anyone and his wife.
Social Media Monitoring Goes Niche
One of the most interesting points made at Monitoring Social Media 09 last month was the suggestion from Matthäus Krzykowski (VentureBeat) that monitoring could be made more accurate by narrowing the focus of the tools down to a specific industry. It stands to reason really. If you narrow down the lexicon you start to reduce the opportunities for error…
Monitoring Social Media 09 – Photos & Presentations
Over 200 delegates from around the world attended our conference Monitoring Social Media 09 yesterday in London, including more than 100 PR and marketing execs, 40 leading brands and 15 social media monitoring companies. We managed to squeeze 12 presentations and 3 panel sessions into the day without everyone losing the plot – and, with a little help from the energetic Giles Palmer (and his extravagant tache – see the flickr photos) energy abounded throughout the day.
The Benefits of Social Media Monitoring for Charities
Ten years ago I was helping leading charities in the UK, including Christian Aid, YMCA, Woodland Trust, Epilepsy Action and Breast Cancer Care, to develop online communities. Since then the game has changed. It’s no longer about creating communities so much as finding your community in the social Web.
How to Use Social Media for Customer Services
Most of the buzz around employees using social media has been negative. News stories have focused on bored desk-workers wasting hours on Facebook, Domino’s pizza employees posting revolting videos on YouTube, or idiots bad-mouthing their bosses on Twitter, thus earning their P45 form. Now that we are seeing the officially sanctioned use of social media by employees – largely in the form of company Twitter accounts – these are being siloed into “Customer Services”, giving them the aura of that overly-transactional, inhuman user experience we all know and loathe.
A 5-Step Guide to Reputation Management Using Social Media
The case for buzz monitoring and reputation management has been demonstrated repeatedly in recent years. A study from the London School of Economics last year revealed that a 2% reduction in negative word of mouth boosts sales growth by 1% and Dell has attributed a monetary value to this: their average customer is worth $210; their average online detractor costs them $57 and their average online promoter earns them $32.
