Social Media Data Management - Privacy, Security and Retention


TOPIC QUESTIONS
Q1) What customer data do companies collect and use from social media platforms and web sites?
Q2) How are companies securing and protecting social media data that that they collect?
Q3) What purposes are companies retaining social media data for? How are they using it?
   Event Details
Event Date:
     2010-06-15
Event Time:
     12PM - 1 PM EST
Participants:
     71
Tweets:
     528


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Moderator
Ken-Burbary-2-23-2010.jpg
Ken Burbary
twitter:
web: http://www.ey.com
BIO: As a professional web marketer and technologist, I have 14 years of online marketing & advertising experience, including a deep background in interactive and new media. I work with companies to create successful online initiatives that will further their brand objectives, improve customer service by building strong digital relationships with their customers, and increase sales. Right now I head up the Digital Strategy & Social Media practice at E ...more
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  • 30 mins. until 2days #socialmedia tweetchat w/ topic: Social Media Data Mgmt. Privacy, Security & Retention #sm64
    Posted by: - 06/15/2010 11:33:01 AM
  • In 30 mins we will be chatting about social media data management. Privacy, Security and Retention #sm64 Join us - http://bit.ly/aI5NjS
    Posted by: - 06/15/2010 11:38:01 AM
  • RT : 30 mins. until 2days #socialmedia tweetchat w/ topic: Social Media Data Mgmt. Privacy, Security & Retention #sm64
    Posted by: - 06/15/2010 11:54:01 AM
  • We'll get started with #sm64 in 5 minutes or so. Talking about how companies use customer data collected on social platforms/sites
    Posted by: - 06/15/2010 11:56:01 AM
  • Getting ready to jump on todays #socialmedia tweetchat on customer data collected on social nets. what do you do with it? #pgh #scrm #sm64
    Posted by: - 06/15/2010 12:00:01 PM
  • Ok folks time to roll with todays #socialmedia tweetchat follow on #sm64 Topic is how co.'s use customer data collected on social sites
    Posted by: - 06/15/2010 12:01:02 PM
  • Kicking off #sm64 now. First question coming momentarily....
    Posted by: - 06/15/2010 12:03:01 PM
  • RT : Q1. What customer/consumer data do companies collect and use from social media platforms and sites? #sm64
    Posted by: - 06/15/2010 12:04:03 PM
  • Q1. What customer/consumer data do companies collect and use from social media platforms and sites? #sm64
    Posted by: - 06/15/2010 12:04:03 PM
  • RT: : We'll get started with #sm64 Talking about how companies use customer data collected on social platforms/sites
    Posted by: - 06/15/2010 12:04:03 PM
  • I'm multitasking: 8 Stages of Social Media Listening webinar w/ #mplisten http://bit.ly/diUIlT & #sm64 please excuse lots of Tweets
    Posted by: - 06/15/2010 12:04:51 PM
  • Getting ready to jump on todays #socialmedia tweetchat on customer data collected on social nets. what do you do with it? ##sm64
    Posted by: - 06/15/2010 12:05:04 PM
  • I'd say it depends on the amount of data supplied/available, and what sort of controls are in place... ideally they'd grab it all, no? #sm64
    Posted by: - 06/15/2010 12:05:26 PM
  • RT : Q1. What customer/consumer data do companies collect and use from social media platforms and sites? #sm64
    Posted by: - 06/15/2010 12:05:26 PM
  • Whatever you give them. :-) A lot of details in SM sites are preferences, interests, etc that you don't need to provide. #sm64
    Posted by: - 06/15/2010 12:05:26 PM
  • Critical question is, what data matters most? #sm64
    Posted by: - 06/15/2010 12:07:01 PM
  • The argument 4 grabbing all is compelling, but how to quantify, what to quantify, how to sort in meaningful way is challenge #sm64
    Posted by: - 06/15/2010 12:07:01 PM
  • RT : Q1. What customer/consumer data do companies collect and use from social media platforms and sites? #sm64
    Posted by: - 06/15/2010 12:07:02 PM
  • well there's the psychographic stuff but social data might be more action based and intimate #sm64
    Posted by: - 06/15/2010 12:07:02 PM
  • Collecting/Filtering/Analyzing all social data isn't practical. Need filters to separate signal from noise. #sm64
    Posted by: - 06/15/2010 12:07:02 PM
  • I think what data matters most depends on the company doing the mining. Age, location, gender are basics. #sm64
    Posted by: - 06/15/2010 12:08:02 PM
  • #sm64 About to join social media chat about consumer data collection from social media. Sorry for the blast. To join us use #sm64
    Posted by: - 06/15/2010 12:08:02 PM
  • RT : Collecting/Filtering/Analyzing all social data not practical. Need filters 2 separate signal from noise #sm64
    Posted by: - 06/15/2010 12:08:03 PM
  • All of it! :) RT : Q1. What customer/consumer data do companies collect & use from social media platforms & sites? #sm64
    Posted by: - 06/15/2010 12:08:03 PM
  • Some companies look at social media tracking in terms of consumer research. Others look at it for branding and even for sales leads #sm64
    Posted by: - 06/15/2010 12:08:03 PM
  • Critical question is, what data matters most? #sm64
    Posted by: - 06/15/2010 12:08:03 PM
  • The argument 4 grabbing all is compelling, but how to quantify, what to quantify, how to sort in meaningful way is challenge #sm64
    Posted by: - 06/15/2010 12:08:03 PM
  • but signal and noise might vary by user - big wheat and chaff issues out there #sm64
    Posted by: - 06/15/2010 12:09:03 PM
  • Yes! = RT Critical question is, what data matters most? #sm64
    Posted by: - 06/15/2010 12:09:03 PM
  • I guess the starting point then would be: what are your goals? #sm64
    Posted by: - 06/15/2010 12:09:03 PM
  • #sm64 In social media isn't the data more aligned with what I do and how I do it and with whom?
    Posted by: - 06/15/2010 12:09:03 PM
  • We're awash is a sea of data. Need a data management strategy to practically manage the effort. Focus on data needs #sm64
    Posted by: - 06/15/2010 12:09:03 PM
  • I think what data matters most depends on the company doing the mining. Age, location, gender are basics. #sm64
    Posted by: - 06/15/2010 12:09:03 PM
  • #sm64 About to join social media chat about consumer data collection from social media. Sorry for the blast. To join us use #sm64
    Posted by: - 06/15/2010 12:09:03 PM
  • . Collection of All data possible. Analysis must be objective driven cc: #sm64
    Posted by: - 06/15/2010 12:10:04 PM
  • RT : Yes! = RT Critical question is, what data matters most? #sm64
    Posted by: - 06/15/2010 12:10:04 PM
  • RT I guess the starting point then would be: what are your goals? #sm64
    Posted by: - 06/15/2010 12:10:04 PM
  • I might measure noise if the noise is about my brand...:) #sm64
    Posted by: - 06/15/2010 12:10:05 PM
  • Yes, agree. Which is why defining your one data management strategy is important. This isn't a cookie cutter issue. Custom #sm64
    Posted by: - 06/15/2010 12:10:05 PM
  • A challenge for SM channels RT : but signal and noise might vary by user - big wheat and chaff issues out there #sm64
    Posted by: - 06/15/2010 12:10:05 PM
  • Exactly and companies need to enlist industry assn's to begin to get quantifiable industry data #sm64
    Posted by: - 06/15/2010 12:10:05 PM
  • #sm64 What data matters most also depends on what type of advertisers youre primarily targeting
    Posted by: - 06/15/2010 12:10:05 PM
  • too true #sm64
    Posted by: - 06/15/2010 12:11:02 PM
  • #sm64 Goals and what group of consumers do you want to engage with can drive the kind of data u want to focus on
    Posted by: - 06/15/2010 12:11:02 PM
  • Another key challenge for customer data in SM channels is what can they pull w/o coming across as invasive or creepy. #sm64
    Posted by: - 06/15/2010 12:11:02 PM
  • Much of the data is collected to be mined for insights later. Often they simply collect to collect. #sm64
    Posted by: - 06/15/2010 12:11:02 PM
  • . Collection of All data possible. Analysis must be objective driven cc: #sm64
    Posted by: - 06/15/2010 12:11:02 PM
  • RT : Yes! = RT Critical question is, what data matters most? #sm64
    Posted by: - 06/15/2010 12:11:02 PM
  • RT I guess the starting point then would be: what are your goals? #sm64
    Posted by: - 06/15/2010 12:11:02 PM
  • It's funny, but I've been told by quite a few different Co.'s that measurement in social is benign and nebulous. #sm64
    Posted by: - 06/15/2010 12:12:03 PM
    • Load 20 More
Moderator
In 30 mins we will be chatting about social media data management. Privacy, Security and Retention #sm64 Join us - http://bit.ly/aI5NjS
We'll get started with #sm64 in 5 minutes or so. Talking about how companies use customer data collected on social platforms/sites
Kicking off #sm64 now. First question coming momentarily....
Q1. What customer/consumer data do companies collect and use from social media platforms and sites? #sm64
Critical question is, what data matters most? #sm64
Collecting/Filtering/Analyzing all social data isn't practical. Need filters to separate signal from noise. #sm64
Critical question is, what data matters most? #sm64
We're awash is a sea of data. Need a data management strategy to practically manage the effort. Focus on data needs #sm64
Yes, agree. Which is why defining your one data management strategy is important. This isn't a cookie cutter issue. Custom #sm64
Social data integration examples are more common. Just look at Salesforce.com integration w/Twitter, Amazon, FB http://bit.ly/cdj9hY #sm64
Possible but not advised! RT : . Collection of All data possible. Analysis must be objective driven #sm64
A social media falsehood. Everything online can be measured. It simply needs a plan (goals and metrics) to do it. #sm64
Good point. That is a REAL challenge/problem for companies though. How to mine real-time data for real-time opps? #sm64
Machines gather data quickly. Good human analysis takes more time :) #sm64
Which will only exacerbate the problem companies have with mining data for insights in a timely fashion #sm64
Grt example of social data integration. That's what we focus on. Building a better view of the customer w/social data #sm64
That's my point. You cannot automate those judgement calls on unstructured social data. Human analysis required #sm64
That's my point. You cannot automate those judgement calls on unstructured social data. Human analysis required #sm64
We have yet to fully grasp the long term data mining possiblities of social data. Too immature/early but am hopeful/optimistic #sm64
Both. Better views of the customer and the individual (when possible) #sm64
Both. Better views of the customer and the individual (when possible) #sm64
Amen. Don't drown in data. Don't be data rich and insights poor. Define key data needs and focus on only those. #sm64
Q2. How are companies securing and protecting customer data collected from social sites? Privacy concerns? Good examples? #sm64
RT : We need to teach cos that they don't win a prize for measuring. They win for extracting insights that can improve #sm64
RT : We need to teach cos that they don't win a prize for measuring. They win for extracting insights that can improve #sm64
agree, can be confusing. No clear or common definitions on those terms/topics. #sm64
agree, can be confusing. No clear or common definitions on those terms/topics. #sm64
There are many different listening/monitoring/data collection modes. Important to define which one you will use first #sm64
Don't create more data silos. Map social data collection points to existing process, security, storage. #sm64
Companies like Salesforce and are good examples of how to secure this data, by integrating it with existing systems. #sm64
Not ignore, but not all data is of equal value. Passively monitor lower tier data. Don't try to boil the ocean #sm64
The listening platform market has changed considerably since that report was published. Some new players and lots new info #sm64
Well, of course. Lies, damn lies and social media statistics. #sm64
Excellent point. It's just that simple. Invest in measurement and analytics capabilities internally. #sm64
much easier to blame the new, poorly understood kid on the block and accept responsibility and change "mature" orgs #sm64
That is an incredibly important point. Good social intelligence requires analysts with business and social media acumen #sm64
much easier to blame the new, poorly understood kid on the block and accept responsibility and change "mature" orgs #sm64
Running low on time.....question three coming up #sm64
Q3. What are companies retaining social data for? How are they using it to improve business performance? #sm64
Example: Capturing customer support interactions from social platforms and feeding/storing that into a customer service history #sm64
RT Unless you can isolate control factors to prove causality, you're going to have a tough time. #sm64
If that, then how COULD they be using it? Ideas? #sm64
There are companies doing that now. Comcast, Zappos, KLM Airlines come to mind #sm64
Great example! RT Q3: we are using community data to understand what drives Net Promoter - time to answer is crucial. #sm64
That's called customer data management and there needs to be a strategy for it #sm64
That's a wrap to #sm64 everyone. Thanks for joining and providing such great convo! Many more topics to be explored here
Gotta run folks. Great hosting #sm64 this week. Thanks to and for putting on such a helpful show
RT RT : Here is the archive of today's #socialmedia tweetchat http://hashtagsocialmedia.com/event/64 #sm64