@MackCollier Both HashtagSocialMedia.com and TweetDeck are about 8 minutes behind for me as well. Makes it hard to follow. #SM103
@MackCollier Both HashtagSocialMedia.com and TweetDeck are about 8 minutes behind for me as well. Makes it hard to follow. #SM103
@andrewmueller Content for attention. What you do with that attention is up to the company. #SM103
@andrewmueller Content for attention. What you do with that attention is up to the company. #SM103
@andrewmueller Content for attention. What you do with that attention is up to the company. #SM103
#SM103 Q1: Content Economy is creating value by creating original content and the response that you get to that content.
#SM103 Q1: Content Economy is creating value by creating original content and the response that you get to that content.
@Syrten Good point. Conflict can serve as a good reminder that things aren't always going to be perfect, so you have to keep working. #SM94
@mpace101 I agree. Conflict means passion, which can be harnessed and used for good. #SM94
@AppleBoxStudios I agree, and you wouldn't really want a community where no one ever thinks differently from everyone else. #SM94
@AppleBoxStudios I agree, and you wouldn't really want a community where no one ever thinks differently from everyone else. #SM94
@Marc_Meyer Good point. The first few times you handle conflict, you're setting a tone for your leadership/manager style. #SM94
#SM94 Q2: Conflict means that people are engaged and passionate about the community, which is a good thing. Key is to channel that energy.
#SM94 Q2: I think small communities can exist w/o conflict, but scale brings it naturally. (But it's also not always a bad thing.)
#SM94 Q2: I think small communities can exist w/o conflict, but scale brings it naturally. (But it's also not always a bad thing.)
#SM94 Q2: I think it's important to understand where the conflict comes from before trying to 'fix' it.
@JasonHarvoth Ha! Or maybe Amazon's Mechanical Turk? #SM91
@mhandy1 And take that statement and apply it to the telephone. "It's opt-in. If you're worried about ppl listening in, don't use it." #SM91
@JasonHarvoth None that I've seen, but definitely something that should be put in place soon. Question is, who should do them? #SM91
@martinjason Good point. Both sides of the equation need to make changes. #SM91
@C_Pappas But in order for people to be responsible for themselves, it needs to be easy for them to see what they're getting into. #SM91
#SM91 Q2: Because of the scale of the issue, I think it has to be gov't regulated, like the Do Not Call List.
#SM91 I think the question is, are there services you're using for free that you'd pay for if they didn't sell your data to make a profit.
#SM91 I think the question is, are there services you're using for free that you'd pay for if they didn't sell your data to make a profit.
@Marc_Meyer I do wonder how effective do not track can even be, given the technical limitations of such a service. #sm91
@JasonFalls And often, you're going on trust that a company isn't going to sell your data. There's no proof to back it up. #SM91
@JasonFalls And often, you're going on trust that a company isn't going to sell your data. There's no proof to back it up. #SM91
@neicolec That gets messy, but it works. #SM89
#SM89 A2: You can 'create' an influencer, but you need to start with someone who already has the potential, just doesn't have the reach.
#SM89 A2: You can 'create' an influencer, but you need to start with someone who already has the potential, just doesn't have the reach.
@themaria Great point. Popularity =/= influence. Authority is important to effect decisions. #SM89
@themaria Great point. Popularity =/= influence. Authority is important to effect decisions. #SM89
@shellykramer True, but that's why the tools need to be refined. Test, refine, release, then test again. #SM89
@danperezfilms But if they're getting a response to those tweets, then they ARE influential to their followers. #SM89
@danperezfilms But if they're getting a response to those tweets, then they ARE influential to their followers. #SM89
@ShellyKramer I did, and it looks very interesting. Signing up now... #SM89
@danperezfilms Some forms of influence are intangible, but I think you can also measure other forms to a certain extent. #SM89
#SM89 I liked what PostRank was doing for blog ranking, so it'll be interesting to see what they do for influencer ranking. #SM89
#SM89 I liked what PostRank was doing for blog ranking, so it'll be interesting to see what they do for influencer ranking. #SM89
@danperezfilms Maybe not 'succeeding' quite yet, but they are improving. Any tool will take time to perfect. #SM89
@shellykramer No tool is going to be 100%, but I like the inputs that they use, and it does give a good indication of influence. #SM89
#SM89 A1.5: Defining an 'influencer' is a bit harder. Depends on what your goals are.
#SM89 A1: I'll start with the obvious: @Klout has been doing a lot to help automate the process of finding influencers.
@juntajoe A media company just has to bring you back for more. A brand has to drive towards a sales goal (eventually). #SM87
#SM87 Good, relevant post from @Britopian: http://bit.ly/ewOtbu - "Right content at the right time to the right person in the right channel"
#SM87 Good, relevant post from @Britopian: http://bit.ly/ewOtbu - "Right content at the right time to the right person in the right channel"
@ken_rosen That's what I had said as well. 'Publishing' feels like a more outbound communication. #SM87
@C_Pappas Good point. 'Content' needs to be desirable by consumers, and not just the same old self-promotion in a new wrapper. #SM87
@juntajoe Definitely better, and often, better for the consumer as well. #SM87
@juntajoe Good point. I think then that it's just the ratio of the two. #SM87
@juntajoe To me, a publishing dept feels like a lot of outbound. I think marketing depts need to think both ways. #SM87
#SM87 Q1: I don't think they're changing into publishing depts, but I do think they are thinking about the content they produce differently.
#SM87 Q1: I don't think they're changing into publishing depts, but I do think they are thinking about the content they produce differently.
@ckieff No worries. Just wanted to make sure the example was clear. Important to note that they didn't need to incentivise. ;) #SM86
@ckieff No worries. Just wanted to make sure the example was clear. Important to note that they didn't need to incentivise. ;) #SM86
@JoeKikta Exactly! And if it's not, then you can set up events to make it happen. #SM86
#SM86: Give advocates tools to make their job easier. Great example is what Bose did w/ their headphones. Gave advocates cards to hand out.
#SM86: Give advocates tools to make their job easier. Great example is what Bose did w/ their headphones. Gave advocates cards to hand out.
@JoeKikta I think TweetUps could still work for finding your advocates that are active both online, and off, but I see your point. #SM86
@JoeKikta I think TweetUps could still work for finding your advocates that are active both online, and off, but I see your point. #SM86
#SM86: For offline advocates, what about things like tweetups, meetups and the like? Good way to meet fans/advocates offline.
@dariasteigman I agree, but I think you can seed those conversations online, and let your advocates take them offline. #SM86
#SM86 Q1: Klout is also a great way to identify influencers. Not a perfect measure yet, but a great place to start.
#SM86 @ckieff Yes; I think you can have offline advocates, but they're MUCH harder to identify. Start w/ low hanging fruit.
@dariasteigman Good point. A lot of people get lost going after the latest, greatest and shiniest, and forget the other channels. #SM86
@marketingatom I'd say we're in pretty good agreement on this one! It's always nice to see people jump in the SM convo on their own. #SM86
#SM86 Q1: Advocates are those that jump in to speak on your behalf. Look for the people that reply before you do!
@dariasteigman Good point. A lot of people get lost going after the latest, greatest and shiniest, and forget the other channels. #SM86
#SM86 @ckieff Yes; I think you can have offline advocates, but they're MUCH harder to identify. Start w/ low hanging fruit.
#SM86 Q1: Klout is also a great way to identify influencers. Not a perfect measure yet, but a great place to start.
@dariasteigman I agree, but I think you can seed those conversations online, and let your advocates take them offline. #SM86
@ADDcrafter Good point. Quality content will draw in an audience over time. #SM85
@chrissfife Even if the 'incentive' is something like a RT or a link from a blog post. #SM85
@chrissfife Perhaps 'incentivising' is the wrong word, but I do think it's important to acknowledge early participants. #SM85
@MackCollier That's an important addition. You need to make sure the tools are in place for sharing easily within other networks. #SM85
@MackCollier That's an important addition. You need to make sure the tools are in place for sharing easily within other networks. #SM85
@ADDcrafter There has to be a balance though. With a small initial audience, there's often not a lot to listen to! #SM85
@skooloflife Good point. Too often we get lost in the chase for big numbers, and forget what the engaged minority can accomplish. #SM85
#SM85 Q1: Then, as you engage with your audience, it should naturally grow as they promote you on your behalf.
#SM85 Q1: Initially, incentivising engagement is a good way to get a small audience to participate.
#SM85 Q1: Then, as you engage with your audience, it should naturally grow as they promote you on your behalf.
#SM85 Q1: Initially, incentivising engagement is a good way to get a small audience to participate.
@danperezfilms ...researching the migratory patterns of whales, it's not 'great targeted content'. #sm83
@danperezfilms It can still be 'great content', it's just not targeted great content. Moby Dick is great content, but if you're... #sm83
@danperezfilms Not sure if I'd call it a #fail, but you're not getting the full potential out of good content w/o a strategy. #sm83
#SM83 Q2: First, understand what your goals are. Then, create a strategy that aligns those goals w/ the goals of your audience.
@JoeKikta Creating good content is part of good execution, but a strategy gives that content direction and purpose. #SM83
@JoeKikta Creating good content is part of good execution, but a strategy gives that content direction and purpose. #SM83
@andrewmueller But also figuring out how to blend their needs with your needs. There can be a balance. #SM83
@JoeKikta Creating good content is part of good execution, but a strategy gives that content direction and purpose. #SM83
#SM83 Q1: Without a content strategy, you'll participate, but you won't be working towards any specific goals.
#SM82 Q3: Twitter is a great tool for learning more about your customers. Lots of quick
@SMSJOE I think it was both. They skinned it at first, but now it's more of an open partnership. #SM81
@AndrewMueller I'd say that frequent iteration often equals evolution. Innovation is a larger jump. #sm81
@AndrewMueller I'd say that frequent iteration often equals evolution. Innovation is a larger jump. #sm81
@AndrewMueller The My Starbucks Idea project was a great example of that. Public 'owned' all ideas that came from that. #sm81
@jasonbreed Didn't know that. What other companies are using the @Threadless system? #sm81
@AndrewMueller I second that. The voice can give you a sense of public opinion, but you won't KNOW until the purchase. #sm81
@ken_rosen It's been proven in research before. People think they'd want one thing until their own money is on the line... #sm81
@jasonbreed @andrewmueller Yes, which is what you need to consider. Is their an advantage to the public having a feeling of ownership? #sm81
@AndrewMueller But even then, often the public will 'vote' for one thing and 'buy' another. #sm81
@AndrewMueller But even then, often the public will 'vote' for one thing and 'buy' another. #sm81
@marketingatom Exactly. Ideas without Execution are just Ideas. Ideas Execution = Innovation. #SM81
@Marc_Meyer But is that just because Gap ended up with such a bad result? Story would be different if they had succeeded. #SM81
#SM81 Q2: When the public rating is going to help you decide between equally viable options.
@JoeKikta Very rarely is an IDEA truly innovative. Often, it comes down to who can EXECUTE. #SM81
@techguerilla @AndrewMueller Like you said though, quality depends on the audience. Just speaking to friends, they want dif. content. #sm80
@AndrewMueller But creating for an audience of zero (or zero who pay attention) is a short term action. Need motivation/response. #sm80
@techguerilla @andrewmueller Because I think there will always be room for more creators of high quality content. #sm80
@techguerilla @andrewmueller If we are over saturated w/ creators, the correction will come w/ the removal of low quality creators. #sm80
@andrewmueller But that doesn't mean it's good content. Just means there's more junk out there to filter through. #sm80
@andrewmueller I second the question of accuracy. Less creators means there's a void that will encourage more creators. #sm80
@jasonbreed I like the separation between cooperative and collaborative. Good to remember that both are important. #sm80
@Marc_Meyer Less creators give those that do create a bigger spotlight, which encourages them to create. Will always be a balance. #sm80
@jasonbreed I think tools expand what a creator can create, but I don't think it changes the fundamental definition or creator. #sm80
@mikepascucci Good point. Everyone is capable of spreading your message, even if they don't add to it online. #SM80
@noexperiencer Yup. Sometimes it's important to remember that we're all just here to have fun and meet one another. #sm79
@klequoc Start them off somewhere. I think everyone can find a SM channel to use and like. Then, at least they'll have a feel for it. #SM79
@DavidSpinks Not by default. In order to be a good SM marketer, you have to intimately understand the SM world. #SM79
@klequoc Very true. Hard to be a pro if you only know it from the client side. You need to understand SM as a user as well. #SM79
@hurriednotes Good point. A true professional will do both, but for the time being, I think there's room for specialization. #SM79
@Rachna2010 I agree with that. (Which is why I said it needs to be a combo of being paid, AND doing good work.) #SM79
@Rachna2010 I agree with that. (Which is why I said it needs to be a combo of being paid, AND doing good work.) #SM79
@hurriednotes I'm not so sure about that. I think that social does indicate a special type of SEO/advertising/business/etc. #sm79
#SM79 Q2: Yes. I think that being an expert in 'social' is part of the problem. The field is so big, it's time to specialize.
#SM79 Q2: Yes. I think that being an expert in 'social' is part of the problem. The field is so big, it's time to specialize.
@Rachna2010 You can if you're being paid for the SM work that you do. (Assuming you do good SM work.) #sm79
@DanaMNelson Exactly. There's no secret sauce. It's all about execution, and walking the walk. #sm79
@dariasteigman I second that. I think that experience and proven results go a long way towards validation. #SM79
#SM79 Q1: A social media professional works w/ other professionals to improve the entire SM ecosystem. Example: These chats.
@jilliantate Agree. Also gives self-diagnosers a resource to ask questions and get real answers. #sm78
@MBerman1 Yup; forums are a perfect venue for this type of interaction. Creates a knowledge base. Same for FB. #SM78
@sharonmostyn @swoodruff Depends on the need. If you have enough conversation to warrant it, then you'll find the resources. #sm78
@MBerman1 Yup; forums are a perfect venue for this type of interaction. Creates a knowledge base. Same for FB. #SM78
@sharonmostyn @swoodruff Depends on the need. If you have enough conversation to warrant it, then you'll find the resources. #sm78
@swoodruff @sharonmostyn Good point. If you have enough need to support it, build a team and dive in w/ all you've got. #sm78
@sharonmostyn Agree. Hopefully you can find it internally, and that should be your first move, but is bringing in external ppl ok too? #sm78
@bridgesix @swoodruff Ideally, yes, but you have to figure out a place to start first. I'd say start w/ the individuals. #sm78
#SM78 Q2: If a patient has a generic question, the answer might help others as well if they're willing to get it answered in public.
@swoodruff I think the key is to start w/ non-specific data, and then move the conversation into private channels if needed. #sm78
@swoodruff So the question then is, do you hire that face, or find it (or let it bubble up) internally? #sm78
@BrianGroth Agree. Measurement is how you figure out what's working, and what needs to be worked on. #SM77
@ambercleveland "Collabetion" is a new word for me. I like it! #SM77
@primedayton But a good agency will work with a client to define success. Then, performance (or lack of) is mutually agreed upon. #SM77
@hankwasiak Agree. You can be agile if you're able, but it's hard to be able if you're not agile. #SM77
@hankwasiak Agree. You can be agile if you're able, but it's hard to be able if you're not agile. #SM77
@andrewmueller Yup; numbers don't tell the story, people do. You need smart minds to get smart results out of good data. #sm77
@Marc_Meyer If I had to choose, I'd say prioritize agility, because you can always put something out there, and then change as needed. #SM77
@techguerilla @andrewmueller Good point. Need to make sure your goals are broad enough when just staring out. #SM77
@hankwasiak Agree. Agencies and PR working closely together is basically a requirement to a well functioning SM machine. #SM77
@stevemassi It's because PR is action, not reaction focused. SM often requires you to quickly react, and do so in a smart way. #SM77
@stevemassi It's because PR is action, not reaction focused. SM often requires you to quickly react, and do so in a smart way. #SM77
@Marc_Meyer Agree. SM has cut the 'Is the good?' feedback loop into pieces. You now know almost instantly. #SM77
@andrewmueller Agree. Listening for the sake of listening is useless. Listen towards a goal, then execute when you see an opportunity. #SM77
@hankwasiak SM has expanded the creative process, because good agencies are thinking of how to integrate SM from the very beginning. #SM77
@elhoust Agree. Even if they can fish for themselves, you can always make sure they have the right bait, fishing hole, etc. #SM77
@hankwasiak SM has expanded the creative process, because good agencies are thinking of how to integrate SM from the very beginning. #SM77
@cmwooll There's a lot of insight that just can be had from outside of the company, regardless of how close company/agency work. #SM77
@cmwooll An agency can certainly be one of the spokespersons, but it should not be the only one. #SM77
@stevemassi I agree, though most clients are bad at it. Smart agencies HELP clients create content though, instead of taking it over. #SM77
@sharonmostyn That's the smart step 1. Listen and leverage first, then figure out how best to take action. #SM77
@BrianGroth Exactly, which is why the 'social media agency' is a dangerous idea. Trying to fit square peg into round hole. #SM77
@SteveMurthey And that's usually a dangerous combo, because they're doing it out of fear, not out of a desire to jump in. #SM77
@nealkrause Especially for agencies, who were often selling 'control' over the message that reached the consumer. #SM77
@hankwasiak Clients want smart advice, but that doesn't mean there is a revenue model behind that 'advice'. Agencies need that. #SM77
#SM77 Agencies haven't jumped on board because social media isn't something that you can package up (
#SM75 Q3: Relevance and influence need to go hand in hand. You can be influential, but if you're not relevant, it's not effective.
@daniellewriter Great definitions. I think that divides the two pretty well. #SM75
#SM73 Q2: As with most social efforts, the way to avoid wasting time is to set clear goals, so that effort works towards those goals.
@techguerilla ...feel like they can see their direct impact, while non-profits will generally have more scale, and a larger reach. #sm73
#SM73 Q2: As with most social efforts, the way to avoid wasting time is to set clear goals, so that effort works towards those goals.
@techguerilla Ahh, I get your question now. In that case, I think there will always be a mix. PPL like individual causes b/c they... #sm73
@techguerilla ...feel like they can see their direct impact, while non-profits will generally have more scale, and a larger reach. #sm73
@techguerilla Are they mutually exclusive? I think individuals can lend their influence to a non-profit cause for maximum effect. #SM73
@ajmunn Agree. Sometimes, the challenge is actually toning down (or more appropriately, focusing) the energy of supporters. #SM73
@techguerilla Agree 100%. The way they are set up is a perfect match to social. Sometimes, the challenge is just toning it down a bit. #sm73
@techguerilla I think the saturation comes from the fact that 'causes' have done so well on social channels. Leads to copycats. #sm73
#SM73 Because they are centered around causes, non-profits have a natural tendency to become a rally cry on social channels.
#SM73 Q1: Depending on the resources they have to devote, non-profits can see a HUGE impact from social media.
@brightmatrix It was fun! Unfortunately I have a standing meeting at 9:30 every Tues, so I have to jump early, but still a good :30! #sm72
@cbensen Not every brand NEEDS a community, but most could benefit from one. Customer feedback, support, promotions, etc. #sm72
@cbensen Not every brand NEEDS a community, but most could benefit from one. Customer feedback, support, promotions, etc. #sm72
@chrissfife Agree. Product communities do much better when people feel like the company is present and paying attention. #sm72
@brightmatrix I don't think a community should 'solve a problem' unless the problem is no community around a brand. #sm72
#SM72 Eventually they can be self-sustaining (with a little bit of maintenance/oversight) but most communities need a good manager.
@cbensen Social media 'strategy' should start with ongoing. You should be willing to manage that before you jump into campaigns. #SM72
#SM72 I think it's important to plan for both. You should have an ongoing resource plan, but also a plan for how to ramp up for campaigns.
@nigellegg Old Spice also did well with not just going after 'influencers'. They reached out to a full range of people. #sm69
Q2: Social media is a great amplifier. If you add it to other tactics in a smart way, they get exponentially better. #SM69
Q2: Social media is a great amplifier. If you add it to other tactics in a smart way, they get exponentially better. #SM69
@AppleBoxStudios I feel that way about a lot of SM events. I want an advanced only series of events for 301 ppl like us. #sm69
@AppleBoxStudios I feel that way about a lot of SM events. I want an advanced only series of events for 301 ppl like us. #sm69
@primedayton I agree. Blogging has lost its 'shiny new thing' luster, but it's still an important (vital?) tactic. #sm69
@ajmunn But to be effective in real time, you need to be prepared for the flexibility and nimbleness that it takes. #sm69
@annpadgett Yes; for many, there is a need for more experimentation, and a 'see what works' attitude. #sm69
@ajmunn But to be effective in real time, you need to be prepared for the flexibility and nimbleness that it takes. #sm69
@annpadgett Yes; for many, there is a need for more experimentation, and a 'see what works' attitude. #sm69
@Marc_Meyer Agree. Too often SM 'ideas' are just "Let's add Twitter". Need more thought put into the 'why', and not just the 'what'. #SM69
@chrissfife Sure, if there are programs in the works, it should never be 'too late', but ideally, SM is there from the beginning. #sm69
#SM69 Q1: Social media tactics need to be woven in right from the start. They can't be tacked on once an idea is already formed.
@marismith Starbucks also finds a good balance between early innovation and community upkeep. They pay attention to what matters. #sm67
@marismith I'm impressed with the data that Facebook shares. Lots of useful Insights if you take the time to understand the numbers. #sm67
@Dalton_Steph Not often, though I do notice them, and see who they're linking to. #sm67
@sarahnorris Depends on who those 500 ppl are. If you're a local restaurant, and it's 500 customers, then you can def. see results. #sm67
@sarahnorris Depends on who those 500 ppl are. If you're a local restaurant, and it's 500 customers, then you can def. see results. #sm67
@thirty_five The 'favorite pages' area has a lot of potential. I should be used carefully however. #SM67
@marismith I usually say that the tipping point is 1000 friends/fans, but it depends on the type of business I guess. #SM67
@marismith I usually say that the tipping point is 1000 friends/fans, but it depends on the type of business I guess. #SM67
@nigellegg Not so sure about the 'no excuse for not knowing part'. I try to disconnect throughout the day. #SM66
#SM66 Q2: I think the big change mobile news could bring is the ability to set filters, and have news that interests you pushed out to you.
@J_Fuji Same here. Having instant access to news that's always available means I check out the latest much more frequently. #SM66
#SM66 What about YouTube Direct: http://bit.ly/aacpgj - Could the largest online video site change the face of traditional journalism?
@bdresher Friending sources seems like a bad move, since it's hard to be anonymous when you're connected through social media. #SM66
@bdresher I think journalists will definitely start crowdsourcing stories. The good ones already are. #SM66
@bdresher I think they should be aware of the appearance of bias, but I think they're doing that anyways w/ other channels. #SM66
#SM66 Q1: I think journalists can use social for story generation, story expansion, and direct feedback.
@shelholtz And if your 'news' isn't really news, then you're getting ink with some while burning bridges with others. #SM65
@shelholtz Good point. I'd say that does make a difference, but if it shows up in search, it should still go through a design phase. #SM65
@shelholtz Cisco SMR has lots of great info, but still feels very business/professional oriented. Could be more consumer friendly. #SM65
@sborsje That's a great example. Lots of good info, and a great look and feel. #SM65
@AndrewMueller It definitely does. Releases should become more like microsites, and should be much more consumer friendly. #SM65
@andrewmueller Same reason I don't like when regular press releases show up in search. They just don't put a good face on the brand. #SM65
@andrewmueller Because so few format content in a consumer friendly way. There needs to be some design applied if that's the goal. #SM65
@andrewmueller It always worries me when orgs treat the release as social content (w/ social bookmark buttons for instance). #SM65
@andrewmueller Because so few format content in a consumer friendly way. There needs to be some design applied if that's the goal. #SM65
@CrowdTamers For one, response rate is higher. I get the feeling people start tuning out when they see the words "press release". #SM65
@CrowdTamers For one, response rate is higher. I get the feeling people start tuning out when they see the words "press release". #SM65
#SM65 Q2: There is still life in the traditional press release, but it needs to evolve. Include more links, more background, etc.
@shelholtz It's interesting how different the response to an email is if you say you're sending them a press kit vs. a press release. #SM65
@shelholtz We create digital press kits that get sent to writers instead of press releases. Goal is to put everything in one place. #SM65
@shelholtz And though those channels can usually find the multimedia they need, it makes it much easier if you just give it to them. #SM65
#SM65 By including media, social links, reviews, etc., a social media release doesn't force blog writers to do the extra work for you.
#SM65 Q1: The traditional news release is built for newspaper/magazine writers, but doesn't include the media that blog writers want/need.
@AndrewMueller And users are more willing to broadcast in-network. #sm62
@AndrewMueller Not equal, but it does give some indication. +, as the network grows, more users will have more in-network connections. #sm62
@AndrewMueller B/C you can see how many connections each user has. Not perfect, but at least it's something. #SM62
@AndrewMueller B/C you can see how many connections each user has. Not perfect, but at least it's something. #SM62
@andrewmueller I think it's important to highlight both. LBS just allows you to shift emphasis towards those w/ (some) influence. #SM62
#SM62 I think the first step for most big brands will be to supplement their rewards card programs w/ LBS.
#SM62 Q1: Not yet, but they're definitely on track to at least drive small revenue bumps. Just look at what Starbucks is doing.
#SM62 Q1: Not yet, but they're definitely on track to at least drive small revenue bumps. Just look at what Starbucks is doing.
@j_fuji Agree. It's going to be different for each company, and even each person. #SM61
@j_fuji Good question w/ no easy answer. Enough to be comfortable and able to advise? Vague, I know, but tough to define. #SM61
@LucretiaPruitt Start w/ whatever is most relevant to them. They key is to make sure they stick with it. #sm61
@lucretiapruitt At the very least, training should include understanding, but often the best way to understand is though using. #SM61
@lucretiapruitt At the very least, training should include understanding, but often the best way to understand is though using. #SM61
#SM61 Q2: You should, and it's often going to look like explaining why you want to do what they don't/won't want you to do.
@JohnFMoore I agree with that. If legal is going to be involved anyway, might as well get them involved early. #SM61
@Marc_Meyer Social media guidelines should be cleared by legal. A list of don'ts could be written by legal, but that's about it. #SM61
@LucretiaPruitt They don't have to change by the minute, but I think it's important to frequently revisit reqs and adjust. #sm61
#SM61 The problem is that regulations need to be constantly adjusted to fit the current SM landscape. Must be a fluid system that can adapt.
#SM61 The problem is that regulations need to be constantly adjusted to fit the current SM landscape. Must be a fluid system that can adapt.
#SM61 Q1: The key is to clearly define what is ok to post, and what needs approval/clarification. Defined boundaries are important.
@shelisrael Facebook is a lot like Apple though. They keep pretty quiet, and pick the locations of their battles. #SM60
@hurriednotes Couldn't agree more. As a marketer/advertiser, the untargeted/irrelevant nature of #FB ads KILLS me. #SM60
@themaria As a user, yes, but as a marketer, I think we need to worry about both. #SM60
@techguerilla I'm thinking more about friend reviews (custom Yelp), social recommendations, etc. #SM60
@wvpmc I agree. I think the worry about Facebook is much less widespread than we'd like to believe. #SM60
@techguerilla Not w/ lack of privacy, but w/ what we're willing to share w/ others in exchange 4 the benefits that come from sharing. #SM60
@johnhaydon I'm not so sure about that. They're still getting new users, but some studies say the growth has slowed. #SM60
@johnhaydon I'm not so sure about that. They're still getting new users, but some studies say the growth has slowed. #SM60
@jdlasica Though you've got to wonder if the mainstream user has really lost trust, or if it's just us pundits. #SM60
@themaria True, but consumers can still get creeped out by marketers using certain types of 'personal' info. #SM60
@techguerilla But if no one pushed, we'd never change our comfort level. FB just pushes us a little farther than we're comfortable w/. #SM60
@jdlasica YourOpenBook.com was a definite eye opener for me. It's amazing what some people will share online. #SM60
#SM60 How many ppl have taken the @Scobleizer approach to #FB privacy? Assume everything is public, and share accordingly. (I have.)
@kbconway1 Yes, but as they've shown with gaffes like Beacon, #FB can overcome a bit of lost face. #SM60
#SM60 Q2: More info is dangerous for marketers as well, because it's easy to creep out your customer w/ too much 'private' info.
#SM60 Q2: More info is dangerous for marketers as well, because it's easy to creep out your customer w/ too much 'private' info.
@ikepigott I also measure the value of FB by comparing it to the alternatives. Currently: Not many. #SM60
@ikepigott I agree, which is why it's easy to say it, but hard to do it if you think about what's at risk. #SM60
@kbconway1 The value of the Open Graph is tied in to a lot of people using it though, so one big push has big advantages. #SM60
@kbconway1 The value of the Open Graph is tied in to a lot of people using it though, so one big push has big advantages. #SM60
#SM60 A lot of people SAY they will delete their FB account, but when it comes down to it, I don't think they will.
@techguerilla I could definitely be wrong, but I think the timing of both changes is more coincidence than strategy. #SM60
@McKeenMatt Yup. The longer they can keep people on the site, the better it will be for them. #SM60
@jdp23 I agree. I think they need different levels of controls. Basic for most people, but a deeper level for those that want it. #sm60
@techguerilla And I think overriding prev. selections and having a confusing set of privacy controls are separate issues. #SM60
@techguerilla But they're over-riding your prev. selections as they add MORE controls, making it even more confusing. #SM60
@techguerilla But they're over-riding your prev. selections as they add MORE controls, making it even more confusing. #SM60
@jdlasica Secure info is usually 'leaked' or 'stolen'. Private info gets out b/c you're unsure of how to keep it private. #sm60
@McKeenMatt Timely link: http://bit.ly/9Bfg4Q - FB and Zynga to focus on use of FB 'Credits'. #SM60
@McKeenMatt True, but it's not yet a focus of their business. It's definitely a big push that's looming on the horizon though. #SM60
@techguerilla I don't agree. I think it's confusing because they're trying to make control too granular. #SM60
@carlainsf And they won't take the time to figure out the benefits for themselves. They need to be SHOWN, not just told. #SM60
@klequoc Exactly. You're much more comfortable w/ your data if you feel like you have control over it. #sm60
@carlainsf And they won't take the time to figure out the benefits for themselves. They need to be SHOWN, not just told. #SM60
@McKeenMatt I agree. Especially if they want to get into the online payment space, which it sounds like they do. #SM60
@McKeenMatt I agree. Especially if they want to get into the online payment space, which it sounds like they do. #SM60
#SM60 Q1: And I think they need to make it easier to understand and control your data. Right now, it's a confusing mess.
#SM60 Q1: I don't think they've gone too far, but I don't think they've gone far enough w/ explaining the benefits of the Open Graph.
#SM60 Q1: I don't think they've gone too far, but I don't think they've gone far enough w/ explaining the benefits of the Open Graph.
@randygiusto True, though hopefully your sales process leaves you w/ mostly happy customers. Otherwise, start there, b/c it's broken. #SM59
#SM59 One benefit of starting with the purchase? Hopefully you're starting w/ a happy customer, and your job is to keep them that way.
#SM59 One benefit of starting with the purchase? Hopefully you're starting w/ a happy customer, and your job is to keep them that way.
@AmberCadabra Re-reading, it actually looks like we're in perfect agreement. Mutual pats on back... ;) #SM57
@AmberCadabra I think you have the order backwards. Have objectives first, and then find the right marketing mix to reach them. #SM57
@AmberCadabra I think you have the order backwards. Have objectives first, and then find the right marketing mix to reach them. #SM57
@kbconway1 I agree. Marketing can also focus on getting existing customers to return, boosting the brand, announcing a product, etc. #SM57
#SM57 Q1: Depends on what you've decided to measure against. Each effort should have its own success metrics.
#SM56 Q1.5: Companies must be willing to experiment, willing to continue even when the ROI isn't obvious,
#SM56 Q1.5: Companies must be willing to experiment, willing to continue even when the ROI isn't obvious, & willing to listen/change.
@KathyHerrmann I'm guessing that's true. My experience is more w/ small comps, but I can imagine it's different w/ larger companies. #SM56
@techguerilla Perhaps it depends on the size of the comp. I'm thinking more about small biz, but might be different for a large comp. #SM56
@techguerilla And the truly passionate will find a way regardless of what management says. #SM56
@techguerilla But it's the passionate that will set the culture. You can't create that. You can only enable it. #SM56
#SM56 Social can be driven from top down or bottom up, but I think it's more successful when the employees are the drivers.
#SM56 Social can be driven from top down or bottom up, but I think it's more successful when the employees are the drivers.
#SM55 Question for the group: Anyone try Scout Labs yet? (http://bit.ly/c9lTWO) Looks like an interesting way to track SM effectiveness.
#SM55 Q2: The numbers don't matter if they're not really 'there'. A smaller, but more engaged group is often better.
#SM55 Q2: It's important to combine not only the raw numbers like fans and followers, but also engagement of those fans/followers.
@jenhale Tracking them (measurement depends on the channel) but they're not really good enough to judge success by yet. #SM55
@jenhale Tracking them (measurement depends on the channel) but they're not really good enough to judge success by yet. #SM55
@tacanderson Thankfully they're getting better, though slowly. Example is Facebook's Page Impressions to Page Feedback ratio. #SM55
@tacanderson Some KPIs are obvious (fans, followers, etc.) but some are harder to track (engagement, buzz, etc.) #SM55
#SM55 Q1: Second step is to define your goals. Then, decide what channels will allow you to reach those goals. Finally, pick a strategy.
#SM55 Q1: First step is to define what you're going to judge effectiveness by. Depends on the channel.
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
#SM54 Q2: Yes, though the scale that accountability is judged against needs to change. Still judging SMM efforts against trad. scale.
@AndrewMueller Yes, but the more people claiming to know SMM, the more bad apples there are going to be, the more sentiment swings. #SM54
@BethHarte Pros: More people in the space means more learning, case studies. Cons: A few bad apples take away credibility of industry. #SM54
@themaria If you've got the budget for it, trad. marketing is a great way to get a SMM campaign off the ground. #SM54
@Marc_Meyer I don't think they demand it, but they need it. Targeted marketing has value, it's the untargeted mrkting that annoys. #SM54
@Marc_Meyer I don't think they demand it, but they need it. Targeted marketing has value, it's the untargeted mrkting that annoys. #SM54
@jasonbreed I think you can be, but not if you want to be good at your job. At the very least, it's important to understand SMM. #SM54
#SM54 Q1: SMM and trad. marketing have to go hand in hand. There will always be a need for the mass reach that trad. marketing provides.
@jaybaer Great topic w/ some great discussion. Thanks for hosting! #SM53
#SM53 Along the lines of AR tagging is product tagging, such as StickyBits, Miso and CauseWorld's new promotion. HUGE potential there.
@jaybaer Same here. Goes along with the local tour guide idea, but on a national level. Give custs extra, fun bits of info. #SM53
#SM53 Location services also allow many companies to act as local tour guide. Give custs info about the surrounding area.
@JayBaer I'm very excited to see the Foursquare dashboard go live. Lots of potential for small biz to build relationships w/ custs. #SM53
#SM53 For the group: A primer I put together on Location Based Services: http://bit.ly/b65LK1
#SM53 Q3: Location best practices: Don't just reward a single 'mayor'. Find a way to thank every frequent customers, and welcome new ones.
#SM52 And like most consumers, I'll follow a brand if I think there will be something (freebies, giveaways, etc.) in it for me.
#SM52 Q2: I follow any brand that I think is doing interesting things in the space. Keep up w/ them to learn, and to build case studies.
#SM52 @Tamar There needs to be a balance, because a face can give credibility to a brand just by working for them. It's a stamp of approval.
#SM52 Use your logo to build your brand, but make it clear who the person/people are behind that logo. Transparency, not face, is key.
#SM52 @Marc_Meyer It might have made it worse for #Nestle! Especially since the SM persona probably has no control over company policies.
#SM52 @EdHartigan Exactly! And a YouTube page will have neither. We often get too caught up in a single channel.
#SM52 @TomMartin I agree. I don't think the avatar is as important as just knowing who is behind it. Just can't be a faceless brand.
#SM52 Q1: The disadvantage is that the social media reputation gets tied to that face, so if/when that person leaves, it has to be rebuilt.
#SM52 Q1: The advantage to having a person be the 'face' is that it's easier to relate to on a personal level.
#SM50 As always, an enjoyable chat with you all. Thanks!
@nigellegg Agree. Said another way, marketing often IS CS, and CS often IS marketing, so you need to be aware of both. #SM50
@dariasteigman But I don't think you need to scale to all available platforms. Pick key ones, and let ppl know you're there. #SM50
@dariasteigman There are already a number of alt platforms for CS. (FB, LinkedIn, etc) Key is to make it known where you're listening. #SM50
@jsandford I'd say it would be easier to get someone that does SM well and train them on CS, though both will have challenges. #SM50
#SM50 Q3: The whole company needs to adopt a 'social' attitude. There needs to be support from all levels, not just the bottom.
@newsmakers_sfl And the opposite is also true. Good customer service can help the entire brand. #SM50
@comcastcares We should relook at how we VALUE cust service. As Comcast has shown, good cust service can have marketing/PR value too. #SM50
#SM50 ...tool, then adding dollars and people to it is just increasing the value you get out of it. Problem then just becomes training them.
#SM50 Also, scaling cust service is only a prob if you don't really value the results. If you see well done cust service as a marketing...
#SM50 Q2: I see it less abt scaling social cust service,
@gregverdino I see lots of small things as a trend only if the aggregators get better. We still need to easily/quickly keep up. #SM49
@kenburbary True. I guess my point is just that hype can add to a service's value, but it can't BE the value. #SM49
@KenBurbary Value in examp: Hype delivers a constant stream of new users to engage w/. It's like free marketing. #SM49
@KenBurbary Value in examp: Hype delivers a constant stream of new users to engage w/. It's like free marketing. #SM49
@KenBurbary Examp: Twitter has a lot of 'value' to companies because new users test out the service after hearing the hype. #SM49
@KenBurbary They're connected though. We hype what we find value in, and often value things b/c of the hype. #SM49
#SM49 Q2: The key is to have a base of strategic innovation, and then use your 20% time to play with the new shiny object.
#SM49: The problem is, for something to cross the chasm from NBT to BT, we have to hype it.
#SM49 Being aware of the next big thing is important, but so is being strategic about when to implement it.
@nick_martini Exactly! Technology will never (hopefully!) be a replacement for smart people. It's just part of the equation. #SM48
@nick_martini Exactly! Technology will never (hopefully!) be a replacement for smart people. It's just part of the equation. #SM48
@techguerilla @karimacatherine Always a pleasure! See you next week. #SM48
@techguerilla @karimacatherine Always a pleasure! See you next week. #SM48
@techguerilla Well put! If you only take action on what you're hearing, you forget to account for what u should b hearing, but aren't. #SM48
@themaria @techguerilla Agree, which is why people need to remember that tools aren't a cure all. Still need smart people to run them. #SM48
@adamcohen @kenburbary Agree 100%. Most tools are only as smart as their user. #SM48
@socialtality The quality of the tools, but also how much involvement a user expects to have. They're not just 'set and forget'. #sm48
@Marc_Meyer You can, but I think at that point, you've got 95% of what you need to take smart action. #SM48
@socialtality I was thinking action as in 'people who create' vs 'people who rate/share', but yes, sentiment is in there somewhere. #SM48
@techguerilla What's an example of a pre-existing segment for Twitter? #SM48
#SM48 Data is great, but it's important 2 have a plan of action 4 that data. Otherwise, data tools become 'shelfware': http://bit.ly/bOKNAI
#SM48 @techguerilla I think the problem of 'too much data' happens when you haven't decided what data is important. Key is to prioritize.
#SM48 And usually those that vote/share/view will far outnumber those that create.
#SM48 It's important to remember the customers that don't create content, since those that vote/share/view are just as important.
#SM48 Questions to ask: What channels are my customers on? What actions are they likely to take? (Create, vote, share, etc.)
#SM48 Market segmentation is an important top level starting point, since it helps to know where to fish, but breaks down the deeper you go.
@themaria Good read. Thanks for the link! #SM47
@themaria Nice! Looking forward to hear what you find. #SM47
@themaria I agree. It would be interesting if Southwest actually got positive brand movement out of this whole thing. #SM47
@themaria @correlationist @kdpaine Its not like they kicked him off b/c they didn't like his movies. It was a (debatable) safety risk. #SM47
@themaria @correlationist @kdpaine Its not like they kicked him off b/c they didn't like his movies. It was a (debatable) safety risk. #SM47
@kdpaine @themaria People claimed to, but I doubt it, which is my point. Don't get too caught up in the negative. #SM47
@kdpaine ...people liked about their competition, they'd never create products like the iPad. Sometimes you have to be unique. #SM47
@kdpaine I'm sure they do; I was more thinking abt the way that they design their products. If they only designed the features that... #SM47
@themaria Good example. That story was out of SW's hands the second it went live on Twitter. They could only contain the damage. #SM47
@kdpaine Though sometimes you just have to be confident in what you're doing, and not worry about the competition. (Examp: Apple) #SM47
@correlationist Nope; not a researcher, but I do wonder sometimes if we focus too heavily on the negative and forget abt the positive. #sm47
@themaria Exactly! When you address all negative comments, are you just teaching your custs to shout their problems to the world? #SM47
@kdpaine Interesting! Why's that? #SM47
@correlationist It does depend on the department, & of course there are benefits to both, but if you had to pick only 1 for a company? #SM47
#SM47 Question for everyone: If you could only monitor one, would you monitor positive or negative sentiment?
@Marc_Meyer In that formula, how do you define velocity? #SM47
@billrice I agree. I've never found the point of most sentiment analysis tools for most companies. #SM47
@themaria @kdpaine In that case, I'd say you'd want to address the negative first, but remember to highlight the positive as well. #SM47
@hcdelp Yup; totally agree. #sm47
#SM47 Q2: It's important to address negative, while supporting the positive. Too many companies only focus on dealing w/ the negative.
@kdpaine I see your point, but don't agree w/ your example. I'd consider that positive: "Worth the expense." #SM47
@hcdelp ...action plan, you'd want to consider it a negative and deal with it accordingly. #sm47
@hcdelp And in that case, if you were putting together a report, I'd count it as positive, but f you were putting together an... #sm47
@kdpaine In most cases, any sentiment that contains negative elements should be considered (and dealed with as) negative. #SM47
@rmpapag True, though you can still track trends if there is a level of negative sentiment that you can monitor/effect. #SM47
@hcdelp That's a good point. Sentiment doesn't necessarily need to be defined strictly as long as u keep it consistent & track trends. #SM47
@hcdelp That's a good point. Sentiment doesn't necessarily need to be defined strictly as long as u keep it consistent & track trends. #SM47
#SM47 Alternatively, positive sentiment can be defined (somewhat circularly) as anything that is not negative sentiment.
#SM47 'Positive' sentiment is a hard concept to narrowly define, but if I had to, I'd say it's indicating good feelings to a neutral judge.
@pgillin But who said it was going to be easy? ;) #SM46
#SM46 But the collapse of the media biz model (and not readership) just means those writers will move to places that can fund their work.
#SM46 But the collapse of the media biz model (and not readership) just means those writers will move to places that can fund their work.
@iMediaMichelle I think so as well. Tools will work for some, and people will work for others. Just depends on your own style. #SM46
@iMediaMichelle I think so as well. Tools will work for some, and people will work for others. Just depends on your own style. #SM46
@iMediaMichelle I think so as well. Tools will work for some, and people will work for others. Just depends on your own style. #SM46
@iMediaMichelle I think so as well. Tools will work for some, and people will work for others. Just depends on your own style. #SM46
#SM46 Businesses and institutions can fill the trust gap, but they're going to have to work harder to earn it.
#SM46 Businesses and institutions can fill the trust gap, but they're going to have to work harder to earn it.
#SM46 Businesses and institutions can fill the trust gap, but they're going to have to work harder to earn it.
@jasonbreed My Shared Items: http://bit.ly/bYpYH9 #SM46
@jasonbreed With Google Reader's Shared Items, I can let others that I trust find and value content in their area of expertise. #SM46
@jasonbreed My Shared Items: http://bit.ly/bYpYH9 #SM46
@jasonbreed With Google Reader's Shared Items, I can let others that I trust find and value content in their area of expertise. #SM46
@jasonbreed Fever is great: http://bit.ly/agJEkP I'm also a HUGE fan of finding people that share great content through Google Reader. #SM46
@jasonbreed With Google Reader's Shared Items, I can let others that I trust find and value content in their area of expertise. #SM46
@shinng My point is just that people can trust those that aren't trustworthy. It's not sustainable, but it happens. #SM46
@jasonbreed Fever is great: http://bit.ly/agJEkP I'm also a HUGE fan of finding people that share great content through Google Reader. #SM46
@shinng My point is just that people can trust those that aren't trustworthy. It's not sustainable, but it happens. #SM46
@shinng My point is just that people can trust those that aren't trustworthy. It's not sustainable, but it happens. #SM46
@iMediaMichelle @AndrewMueller What will be interesting will be to see if people or tools become those filters. #SM46
@shinng Disagree. Influence Popularity does = Trust, just does NOT = Trustworthiness. #SM46
@bdresher Agree. There's still a separation between the headline and the full story though. #sm46
@AndrewMueller Another good filter tool: Fever: http://bit.ly/agJEkP #SM46
@bdresher Agree. There's still a separation between the headline and the full story though. #sm46
@AndrewMueller Another good filter tool: Fever: http://bit.ly/agJEkP #SM46
@AndrewMueller I agree. Tools that help us filter are going to be important. Think of Digg, but smarter. #sm46
#SM46 New media confusion comes from trying to keep up with too many sources, and not putting enough time into each/any of them.
#SM46 Proliferation of new media makes us more informed if you take the time to sort your sources and find out what's valuable.
#SM46 Proliferation of new media makes us more informed if you take the time to sort your sources and find out what's valuable.
@whatsnext Agree, but I'm seeing more and more clients that are coming to us for soc media help, having already decided there's value. #SM45
@whatsnext Agencies SHOULD be able to, but companies should also be able to see the value for themselves. #SM45
#SM45 I think every company can make time for social media, it's just a matter of setting priorities. If it's important, you'll find time.
#SM45 I think every company can make time for social media, it's just a matter of setting priorities. If it's important, you'll find time.
#SM45 I think every company can make time for social media, it's just a matter of setting priorities. If it's important, you'll find time.
@techguerilla I'll agree to that. Past client recommending the social work of an agency/contractor is good indication of 'success'. #SM43
@techguerilla Which is why I think you can 'prove success' even if it's just successfully promoting yourself through SM. #SM43
@techguerilla Agree, which is why I was wondering what you're using to define 'proven success'. #SM43
@techguerilla Agree, which is why I was wondering what you're using to define 'proven success'. #SM43
@techguerilla Defining success as ROI? Because I'd say soc media vendors should have had time to build a case study or two by now. #SM43
@techguerilla There are plenty of ways to show experience though. Even if it's not for a client, agencies can blog, Twitter, etc. #SM43
@techguerilla There are plenty of ways to show experience though. Even if it's not for a client, agencies can blog, Twitter, etc. #SM43
#SM43: Look for past experience. Find campaigns that you like, see who did them, and see if they have done others that were also successful.
@Shih_Wei Yup. You can't be everywhere at once, so you need to find your target. #SM42
@Shih_Wei Yup. You can't be everywhere at once, so you need to find your target. #SM42
@TheMaria I'm had pressed to think of a B2C comp that doesn't need social, but plenty of B2C don't. #SM42
@AndrewMueller @ComcastCares But I agree, if you ONLY listen to your customers, you might not set the right goals. Need a strategy. #SM42
@AndrewMueller @ComcastCares But listening can also include finding where your audience is. Fish where the fish are. #SM42
@AndrewMueller @ComcastCares But listening can also include finding where your audience is. Fish where the fish are. #SM42
@AndrewMueller @ComcastCares But I agree, if you ONLY listen to your customers, you might not set the right goals. Need a strategy. #SM42
@minxymoggy LOL, I like that. And I agree, a lasting foundation is built upon great listening. #SM42
@ajmunn Key is to not get stuck in the listening phase. Find your audience, focus, and then get in the game. #SM42
@wileyccoyote Good point. To be effective, listening needs to be focused. (Or start wide, find your target, then focus.) #SM42
@The_Real_Atom But if I had to pick one of those to go first, I'd say listening. #sm42
@wvpmc Agree. I wonder then, should listening effect your goals, or should your goals effect how you listen? #SM42
#SM42 Q2: Interesting reading through the answers. Does anyone NOT think the first step is to listen?
@KrisColvin I agree. We all think of comps like SBUX and AAPL in these convos, and forget there are comps we don't want to friend. #SM42
#SM42 Q2: Interesting reading through the answers. Does anyone NOT think the first step is to listen?
#SM42 Q2: Listen first, then respond, then proactively engage. Need to really understand the landscape first.
@KathyHerrmann Agree. In social media, there is no one size fits all. #sm42
@wileyccoyote Definitely, but that's for brands that people feel connected to and passionate about. Good point though. #sm42
@KathyHerrmann Good point, though I'd say every company is abt people, & not EVERY company needs to be social. (Examp: Manufacturing) #SM42
@wileyccoyote Definitely, but that's for brands that people feel connected to and passionate about. Good point though. #sm42
@KrisColvin Which is why things like @ComcastCares are so great. They're out there looking for needs, and then solving them. #SM42
@KrisColvin Which is why things like @ComcastCares are so great. They're out there looking for needs, and then solving them. #SM42
@wileyccoyote Playing devil's advocate: Does everyone WANT community w/ the companies we buy from? Or do we just WANT their products? #SM42
#SM42: If your business is about consumers, and consumers are using social media, then your business needs to use social media.
@mjayliebs And for call centers, the key will be listening. They can now actively seek out issue to resolve. #SM41
@mjayliebs True. I guess call centers need more than a retool, but they should only be a part of a company's soc media team. #sm41
@comcastcares My go-to examp is the video those Domino's employees made. (The gross one.) Even store staff can be heard nationally. #SM41
@comcastcares And that's key. In my opinion, everyone now needs to understand social media. #SM41
@comcastcares And that's key. In my opinion, everyone now needs to understand social media. #SM41
@smurdoff Could also be what location based services start to focus on. I see a lot of value potential there. #SM41
@comcastcares Exactly. It's not a new skill set, it's just a new medium. Still just about caring about people. #SM41
#SM41 ...expectation of special treatment will need to die down. Same number of complaints, just on a new/different channel.
#SM41: Contact centers don't need to scale as much as they need to retool their skill set. As the volume grows, early adopter's...
#SM41 ...expectation of special treatment will need to die down. Same number of complaints, just on a new/different channel.
#SM41: Contact centers don't need to scale as much as they need to retool their skill set. As the volume grows, early adopter's...
@smurdoff Facebook and Twitter can play that role, but there's no record or aggregation. Need something that can build over time. #SM41
#SM41: If we bitch on sites like GetSatisfaction, where do we go to praise? Need a Yelp-like service for rating corporations.
@comcastcares I'm surprised by how many companies don't get that. W/ soc. media, they tend to help the loudest first. #SM41 #SocialMedia
#SM41: Cust service should actively monitor popular channels for issues & establish a listening post, such as GetSatisfaction. #socialmedia
#SM41: Cust service should actively monitor popular channels for issues & establish a listening post, such as GetSatisfaction. #socialmedia
@Marc_Meyer Good question, and given those three, I'd say the customer. More and more, ppl are going to look to SM first for answers. #SM40
@Marc_Meyer Good question, and given those three, I'd say the customer. More and more, ppl are going to look to SM first for answers. #SM40
@GeorgeDearing Yup. SM will require us to redefine what the R is in ROI. #SM40
@CraigKessler @SaraMiller Don't know that it needs to develop as much as just get adopted. Most of the necessary apps already exist. #SM40
@clintonbon Exactly. I think the fact that companies are starting to make their SM policies public w/ definitely help. #SM40
@SaraMiller The 'app' culture makes SM a more portable communication method. Suddenly you can respond anytime, anywhere. #SM40
@AndrewMueller I agree. Companies can easily see the value in giving their cust. service channel another way of reaching people. #SM40
@CraigKessler And even Comcast can show ROI. Social media as a revenue tool is starting to get a lot more acceptance. #SM40
@Marc_Meyer True. Just look at the Domino's story & the video that those 2 employees made. Even small voices have a huge impact now. #SM40
@CraigKessler And case studies like Dell and Zappos which have done millions in revenue will help sell it through. #SM40
#SM40: Also, a shift towards everyone in a company having a voice (think @Zappos) vs. just a chosen SM spokesperson (think Ford).
#SM40: In '10, I think we'll see more listening, more action based on that listening, and a continued shift away from traditional media.
@Marc_Meyer @CraigKessler Are the legal teams of any large comps using social media? Now THAT would be interesting! #SM40
@abarcelos And I think it will be ok to share and celebrate the small successes, instead of just the huge case studies. #SocialMedia #SM40
What Domino's is doing w/ their new campaign is the perfect example of taking action based on listening. #SocialMedia #SM40 @Marc_Meyer
@thebrandbuilder Thanks for being a great host! Loved the more open/general questions. #SM39
@AndrewMueller My point: Not everyone needs to actively participate (examp: post new tweets) but everyone needs to understand it. #SM39
@AndrewMueller Agree, but I'd say that watching and cheering is a part of social media. #sm39
@AndrewMueller What's an example of a department/employee w/ no connection to social media? #sm39
@AndrewMueller Why not? Every employee can kill a brand with their action (see Dominos pizza video) so why not use that power 4 good? #sm39
@AndrewMueller Why not? Every employee can kill a brand with their action (see Dominos pizza video) so why not use that power 4 good? #sm39
@jasonbreed But every team still needs a quarterback/coach to oversee and guide. #sm39
@AndrewMueller For instance, every employee should be able to track soc media search results for their comp to track sentiment. #SM39
@AndrewMueller For instance, every employee should be able to track soc media search results for their comp to track sentiment. #SM39
@AndrewMueller Yes. They don't all need to participate actively, but ALL employees should be comfortable w/ soc media. #sm39
@GetResults The key will b trying 2 figure out how 2 convert a lot of the results that soc media delivers into a pound of flesh ratio #SM39
@GetResults The key will b trying 2 figure out how 2 convert a lot of the results that soc media delivers into a pound of flesh ratio #SM39
#SM39 But yes, it's important for companies to start thinking of soc media as a role that everyone needs to play/understand in some way.
#SM39 ...up with trends and cutting edge tech to integrate it as it becomes more mainstream.
#SM39 But yes, it's important for companies to start thinking of soc media as a role that everyone needs to play/understand in some way.
@GetResults I would too, I just wouldn't file that under ROI in the traditional sense of the word. Need a new metric. #sm39
@GetResults I would too, I just wouldn't file that under ROI in the traditional sense of the word. Need a new metric. #sm39
@KathyHerrmann He was making @WineLibrary videos for almost 2 years before they became popular/profitable. #sm39
@KathyHerrmann He was making @WineLibrary videos for almost 2 years before they became popular/profitable. #sm39
@GetResults And often isn't preventing lost revenue either. It's just keeping current customers happy. #sm39
@GetResults ...@ComcastCares does? It's customer service/customer retention, which isn't generating new revenue. #sm39
@GetResults Costs, yes, but expected returns can often come in many forms. For instance: What's the expected return of much of what... #sm39
@KathyHerrmann True, but for many social media initiatives, the goal isn't necessarily near term revenue. #sm39
@GetResults Every action impacts the aggregate ROI, but initially I think measurement needs 2 focus on the specific soc media campaign #sm39
Clarification: There will always be a return, you just need to decide if it should be financial, or another metric. #socialmedia #sm39
Clarification: There will always be a return, you just need to decide if it should be financial, or another metric. #socialmedia #sm39
A big part of soc media strategy & planning should be to decide if ROI will will even be a goal of the campaign (cc @thebrandbuilder) #sm39
Today's #SocialMedia chat is about advancing the discussion of social media and ROI: http://hashtagsocialmedia.com/ #sm39
@nmcherry Agree. Real time, web-based help is fantastic. Would love to see more companies support that. #sm38
@Marc_Meyer You'd think so, but it's still a trend that many people are still discovering the power of. #sm38
@charleneli Anything that can benefit from friend reviews (movie listings, music, food) NEEDS to incorporate your social network. #SM38
I think we'll see more & more consumers turn to social networks first for their customer support needs. (cc @CharleneLi) #SocialMedia #SM38
I think we'll see more & more consumers turn to social networks first for their customer support needs. (cc @CharleneLi) #SocialMedia #SM38
Hyper-targeted but feature rich social networks like Steepster (http://steepster.com/) have also been interesting lately. #SocialMedia #SM38
I'm interested to see what mobile based, geo-focused social networks like FourSquare and Gowalla do in 2010. #socialmedia #sm38
RT @CharleneLi First question: What social networks will prevail in 2010? Answer at: http://bit.ly/6JCBPF #sm38
