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
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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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Moderator
RT RT : Here is the archive of today's #socialmedia tweetchat http://hashtagsocialmedia.com/event/64 #sm64
Gotta run folks. Great hosting #sm64 this week. Thanks to and for putting on such a helpful show
That's a wrap to #sm64 everyone. Thanks for joining and providing such great convo! Many more topics to be explored here
That's called customer data management and there needs to be a strategy for it #sm64
Great example! RT Q3: we are using community data to understand what drives Net Promoter - time to answer is crucial. #sm64
There are companies doing that now. Comcast, Zappos, KLM Airlines come to mind #sm64
If that, then how COULD they be using it? Ideas? #sm64
RT Unless you can isolate control factors to prove causality, you're going to have a tough time. #sm64
Example: Capturing customer support interactions from social platforms and feeding/storing that into a customer service history #sm64
Q3. What are companies retaining social data for? How are they using it to improve business performance? #sm64
Running low on time.....question three coming up #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
much easier to blame the new, poorly understood kid on the block and accept responsibility and change "mature" orgs #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
The listening platform market has changed considerably since that report was published. Some new players and lots new info #sm64
Not ignore, but not all data is of equal value. Passively monitor lower tier data. Don't try to boil the ocean #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
There are many different listening/monitoring/data collection modes. Important to define which one you will use first #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
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
Q2. How are companies securing and protecting customer data collected from social sites? Privacy concerns? Good examples? #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
Both. Better views of the customer and the individual (when possible) #sm64
Both. Better views of the customer and the individual (when possible) #sm64
We have yet to fully grasp the long term data mining possiblities of social data. Too immature/early but am hopeful/optimistic #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
Grt example of social data integration. That's what we focus on. Building a better view of the customer w/social data #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
Good point. That is a REAL challenge/problem for companies though. How to mine real-time data for real-time opps? #sm64
A social media falsehood. Everything online can be measured. It simply needs a plan (goals and metrics) to do it. #sm64
Possible but not advised! RT : . Collection of All data possible. Analysis must be objective driven #sm64
Social data integration examples are more common. Just look at Salesforce.com integration w/Twitter, Amazon, FB http://bit.ly/cdj9hY #sm64
Yes, agree. Which is why defining your one data management strategy is important. This isn't a cookie cutter issue. Custom #sm64
We're awash is a sea of data. Need a data management strategy to practically manage the effort. Focus on data needs #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
Q1. What customer/consumer data do companies collect and use from social media platforms and sites? #sm64
Kicking off #sm64 now. First question coming momentarily....
We'll get started with #sm64 in 5 minutes or so. Talking about how companies use customer data collected on social platforms/sites
In 30 mins we will be chatting about social media data management. Privacy, Security and Retention #sm64 Join us - http://bit.ly/aI5NjS