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÷ Monitoring your brand (brand reputation)

÷ Social media customer service

÷ Using the real time web (trending topics)


÷ ]
   is media designed to be
disseminated through 
, using
highly accessible and scalable publishing
techniques. Social media uses web-based
technologies to transform and broadcast media
monologues into social media dialogues. They
support the democratization of knowledge and
information and transform people from content
consumers to content producers.

÷ |articipatory online media that utilizes
the group to write and direct content,
rather than a read-only media.

÷ Allows for direct contact between



Monitoring :: Reputation

÷ |eople ARE talking about 

 (or your
products, services, competition, etc.)
÷ Go you 
 what they are saying?

÷ Go you  to know?



Monitoring :: Tools

÷ 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 you¶ll

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

Many of these tools are listed on the Social Media Share|oint site.
Monitoring :: Free Tools
÷ º  

Ñ oogle Alerts
Ñ Tweetbeep
Ñ Social Mention

÷ º     

Ñ Social Mention
Ñ ollecta
Ñ acktype
Ñ Monitter
More tools are listed on the Social Media Share|oint site.
Monitoring :: |aid Tools

Ñ Radian6 Ñ Sysomos
Ñ Filtrbox Ñ Alterian
Ñ Trackur Ñ ubSpot
Ñ odange Ñ Scout Labs
Ñ randsEye

More tools are listed on the Social Media Share|oint site.





Socializing ustomer Service

using social media

for customer

Search µomcastares¶ on oogle and you will see case study after case study
Socializing ustomer Service

using social
media for
Socializing ustomer Service

Turn negative into positive?

Every local business should be listening and
learning 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 positive
and negative reviews from customers.³

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










÷ ompanies should use social networks to solve my

problems ± 43%
÷ ompanies should solicit feedback on their products and
services ± 41%
÷ ompanies should develop new ways for consumers to
interact with their brand ± 37%
÷ ompanies should market to consumers ± 25%
ood Resources


Social media like Twitter change customer service
|hoto courtesy of Flickr user: xcode

#  $
What is the Real Time Web?

÷ The   is a set of technologies and

practices which enable users to receive

     by its

authors, rather than requiring that they or their
software check a source periodically for

- Wikipedia
Using The Real Time Web
ow can you use the real time web?
÷ Twitter Search
÷ Facebook Search
÷ Aforementioned real time search sites
(social mention, etc.)
÷ oogle Social Search / Trends



Trending Topics

÷ xwitter trending topics are words, phrases or

topics that get tweeted multiple times. These topics
become popular either through a concerted effort
by 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
Trending Topics :: Tools
Trending Topics :: Tools
0 ome of our news producers set up Google Hot xrends as
their home page so they can monitor what keywords are
being searched within the hour. If it¶s important on the web,
it¶s most likely important to the x viewer.

Our team also monitors the local xwitter trends. xwitter trends
breakdown into certain markets, and Washington, DC is
one 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 word 0ollen´, so we¶d rather use that word than

|atrick O¶rien- Gigital Gevelopment Girector, W*USA-TV

ow will you use the
social media and the
real time web?
Reference Links
= -.+ .- +/] |j.0-.+ .- +/]
÷ oogle Alerts ÷ Radian6
÷ Tweetbeep ÷ Filtrbox
÷ Social Mention ÷ Trackur
÷ ollecta ÷ odange
÷ acktype ÷ randsEye
÷ Monitter ÷ Sysomos: ÷ Scout Labs
÷ oogle ot Trends: ÷ Social Talk
annett Resources

÷ annett Social Media Share|oint site


÷ odi ersh,,


÷ annett Monthly Social Media newsletter

(if you don¶t already receive it, email me and I will add you
to the distribution list)