goto go - will blog tomorrow #sm89
@DavidSpinks in my opinion, you stop engaging you lose influence. #sm89
@DavidSpinks in my opinion, you stop engaging you lose influence. #sm89
Well - @aplusk doesn't engage, so how can he be considered an influencer? [jumping in!] #sm89
Well - @aplusk doesn't engage, so how can he be considered an influencer? [jumping in!] #sm89
Can't make #sm85 today - strategy mmeeting going on.
Would love to join in #sm83 but @samdownie is going to kick me out of here. Bye.
@augieray so what is "creator behaviour"? Surely anyone who writes a blog is creating? Has blogging leveled off? #sm80
Joining #sm80. May be a stream of tweets coming (or I may head out)... lets see.
from @evansfinch: 4 Key factors to crowd sourcing success - http://bit.ly/accyO3 - trust, identity, reach, entertainment // #sm76
@AppleBoxStudios but you can't get to a solution unless you define the problem you are trying to solve. #sm76.
Got to get on with some work - thanks for convo, retweets, #sm76
RT @rwang0: #scrm must include the business process tie ins from sales, support, marketing, collaboration, innovation, & cust exp #crm #sm76
@rwang0 linkages are just linkages - how you use them turns into #scrm - process and strategy are vital. #sm76
@rwang0 I use #contactzilla to learn, to develop pracices for #scrm; aim to assist in strategy dev. in co's. = scrm consulting. #sm76
@rwang0 my enterprise of (1 employee) uses #ContactZilla - cloud based CMS; will have SM monitoring soon #sm76
@AppleBoxStudios audience has already adapted, companies are lagging behind. #SM76
RT @ekolsky: #SM76 - @rwang0 - not necessarily a new audience, also extends a new channel to existing audience // yes!!
Many contact management systems / CRMs developing social feeds as additional features. value depends on process within user org. #sm76 #scrm
My tweet rate is about to go through the roof - #sm76 with @rwang0 on #scrm
RT @JeanneYocum: @nigellegg How about using that time to actually think? #sm73 // certainly qwould be a good start.
@e_philanthropy return on influence = return of influence from investment of time. still an investment. #sm73
RT @SterlingHope: @kanter sm time saving tip: look at goals deploy resources 2 achieve goals #sm73 /if U dont have goals, wasting yr time
@JeanneYocum but the question surely is, what you do in that time. #sm73
@johndrossjr through retention and engagement of volunteers when not active? #sm73
RT @MacheTrevino: #sm73 Time best used when social media is tool w/in comprehensive strategy, aligned 2 goals & mission // cnt stand alone
RT @MacheTrevino: #sm73 Time best used when social media is tool w/in comprehensive strategy, aligned 2 goals & mission // cnt stand alone
Not sure whether #sm73 is for me. Profit motive too high on my agenda ;-). Will follow anyways.
@techguerilla and what to measure - will depend on your goals. #sm71
@iMediaMichelle and help them open up to new channels. #sm71
Thanks everyone for great chat - and RTs etc. #sm71
External brand champions can only work for you if they are guided from inside. #sm71
@KathyHerrmann and understand overall company strategy, goals, aims. #sm71
@wvpmc SoMe needs to be properly integrated into CRM first #sm71
RT @whatsnext: #sm71 any agency or company that hires someone to work in SM who isn't active in SM deserves what they get // True!
Start off with one dept - do social marketing well, convince other depts they can do the same -> integrated use. #sm71
RT @whatsnext: #sm71 before consumers can engage, corps need to be monitoring // can't engage if you don't know where or who with!
RT @whatsnext: #sm71 before consumers can engage, corps need to be monitoring // can't engage if you don't know where or who with!
RT @whatsnext: @jsandford #sm71 putting social media in the PR, or adv, or brand dept isn't going to work either. INTEGRATION is the key/Yes
@Marketwire can you do both? Surely Cust. serv. reps should be doing cust serv socially if that's where people need it? #sm71
@Marketwire can you do both? Surely Cust. serv. reps should be doing cust serv socially if that's where people need it? #sm71
RT @AppleBoxStudios: @nigellegg never heard of cube tree... #sm71 // check out http://bit.ly/17hUDc
I think using internal tools like Cube Tree and Yammer will help to educate c-suite #sm71
@cariofthevalley but different people have different roles - eg marketing should not be doing Cust.Serv. #sm71
@whatsnext C-suite lay down company strategy; different levels of company strategise to their level to meet overall co strategy. #sm71
@iMediaMichelle true there should be strategic thinking at each level of operations; tactics for CEO is Strategy for Social Director #sm71
Operations = the tools and channels you use to deliver the strategy - could be pricing structure, or telephone, or Social. #sm71
Strategy = where you want your company to be, overall goals #sm71
RT @whatsnext: @nigellegg #sm71 when clients say "add something social" they R going 2 fail. "social" need 2 B part of the architecture//YES
RT @whatsnext: #sm71 not a trick question! too many "gurus" telling companies social media is a stand-along // CANNOT BE STAND-ALONE #sm71
@whatsnext if not part of integrated strategy, must have own strategy. I have strategy for being on here now. Everything has strategy #sm71
@whatsnext if not part of integrated strategy, must have own strategy. I have strategy for being on here now. Everything has strategy #sm71
RT @KathyHerrmann: @nigellegg I'm waiting to see if it's a trick question. #sm71 // agreed
Driving force is change in comms habits all round; but co's mainly driven by need to talk with customers. #sm71
I'd like to see what you say to back that up; "Why we don't have to waste time with a social media strategy" #sm71
Right, ready to go with #sm71; hi everyone.@parryphernalia
I'd better get moving if I'm going to be set up in time for #sm71
Sorry I missed #sm70 - hope it was good.
RT @Marc_Meyer: At noon EST we have @jaybaer hosting todays #socialmedia tweetchat #sm70 // that'll be 5pm for me then. Look forward to it.
OK, got to run. Supposed to be elsewhere. #sm69 - thanks for chat and all.
@adamcohen has to be a part of a consistent mix. Coffee in a pot, a cup, a beaker is still coffee. #sm69
@AppleBoxStudios no, any internet based communication. ANY communication. #sm69
RT @ajmunn et al More companies need to start learning how to react/change/adapt strategy based on SM feedback. #sm69 // basis of good ops.
@AppleBoxStudios same way as "trad" CRM blends email, phone, and letter - just throw twitter, FB, etc in as well. part of the mix. #sm69
RT @karimacatherine: A2 : Socialmedia is not a stand alone strategy, it has 2 take in2 cons all other business strategies & boost them #sm69
RT @CoryOBrien: @nigellegg .... They reached out to a full range of people. #sm69 Exactly! #oldspice [see, I hate OS, I'm talking about it.
@doeeyedcabbage I hate old spice. It stinks. The guy is ok, the ads are great - the product is s***. #sm69
That's why the [shudder] Old Spice guy has been so successful - talking back, involving audience. #sm69 [a good example of doing it right]
@chrissfife SoMe is a multi-direction channel. #sm69
@TeresaBasich Soviet 3-stage military theory applied to social media. Doesn't always work. #sm69
@abarcelos I wish. #sm69
@TeresaBasich sure, there's more direct response wi/ SoMe so tactics change; operations change through channel, but strategy the same.#sm69
@AndrewJDavison then you're doing it wrong. ;-) #sm69
@abarcelos I wish. #sm69
@TeresaBasich sure, there's more direct response wi/ SoMe so tactics change; operations change through channel, but strategy the same.#sm69
@AndrewJDavison then you're doing it wrong. ;-) #sm69
@TeresaBasich but is it so different? The strategy of marketing doesn't change, just operations and tactics. #sm69
@ActiveIngreds in the same way that TV ads are only part of the mix. #sm69
Customers decide what channel they use to communicate - use the channels they use with consistent message. #sm69
SoMe should be extension of offline; offline should be extension of SoMe; campaigns should be fully integrated. #sm69
And I've found wifi [back home]. What's up #sm69?
Reading Chess Media Group's "Guide to Understanding Social CRM" in prep. for #sm69 [some how lost the link for it, sorry]
So Strategy: where you want to go; operations: tools to use; tactics: how you use tools. #sm68
So Strategy: where you want to go; operations: tools to use; tactics: how you use tools. #sm68
@j_fuji sure I read somewhere that global android sales had overtaken iOS. Might just have been in run up to iOS4 release. #sm68
"strategy" is where you want to get to - tactics depend on tools available. #sm68
@J_Fuji but android selling more than iPhone? #sm68
Wondering whether tweetdeck will survive the deluge. #sm67
These devices mean wherever you are you can keep up with events - not tied to TV - no excuse for not knowing. #sm66
Been good to jump in, but just realised - I got to run. Next time, #sm64
@KathyHerrmann ... and your goals! - wrong data means you can't track targets. #sm64
RT @kenburbary: @nigellegg That's my point. U cnt automate those judgement calls on unstructured social data. Human analysis required #sm64
@kenburbary machines might gather data fast, but can they interpret and understand it? #sm64
Missed #sm63. Sorry.
RT @andrewmueller et al : opt in geofence triggered coupons, can be a non- social experience of real value #sm62: yes so long as single net
RT @LucretiaPruitt: @nigellegg Socializers use twitter differently to marketers didn't see biz reasons for use until shown samefor LBS #sm62
@lucretiapruitt but what are reasons for using twitter - also multiple. #sm62.
@greggvm maybe, eventually, when no one uses laptop / desktop to access SoMe.... #sm62
@lucretiapruitt but what are reasons for using twitter - also multiple. #sm62.
@greggvm maybe, eventually, when no one uses laptop / desktop to access SoMe.... #sm62
@ckieff because at the moment there is no compelling reason to use the geo-tagging on twitter. #sm62
@ckieff because at the moment there is no compelling reason to use the geo-tagging on twitter. #sm62
my thought - LBS will only rival Twitter in number of users when vast majority of phones are "smart" and there is compelling reason #sm62
RT @andrewmueller: RT @jasonbreed: map LBS 2 #CRM & national chains could put tgthr interesting promos 4 travelers: #sm62 // good idea
Q2 - depends on penetration of smart phones / devices with GPS and compelling reason for using system. #sm62
@AndrewMueller well, it made me consider going there for the first time at the weekend. #sm62
@AndrewMueller well it will increase revenue in short term if nothing else. #sm62
@AndrewMueller find Domino's offer interesting - a free side (i think) with check in. Not sure how it works with delivery tho. #sm62.
Not sure of value for large brands (how defined?) but certainly good for food & drink co's. #sm62
Jumping into #sm62, an hour on Location based services.
RT @AndrewMueller: Strategy and rules of engagement for social media are only extentions of existing values and processes #sm61 // Agreed!
Can't be part today. Gotta run. #sm61
Can't be part today. Gotta run. #sm61
All set for Legal Social Media (#sm61) discussion....
All set for Legal Social Media (#sm61) discussion....
I'm going to try and sit in on #sm61 - on blending SoMe and #Legal - not sure what to expect.
@ajmunn exactly - why I think Diaspora is a mistake - effort going into copying, sole objective "not FB" #sm60.
@techguerilla problem I have is with people forgetting that internet is inherently open, and barriers may be removed. #sm60
@techguerilla cool. I think advertising on FB should be as targeted as possible, and personally have no problem with privacy. #sm60.
@ajmunn what's to say the alternative wouldn't have a marketing / ad based biz model as well? #sm60
@KseniaCoffman did I say that? I find weightloss ads insulting when I'm trying to gain weight - obviously not targeted well. #sm60.
@techguerilla then this is not a discussion about privacy but about the FB business model. #sm60.
@techguerilla Then I go back to my first statement under #sm60 - don't share it on the internet.
@AndrewMueller but Google are technologists, the business doesn't understand how people work. #sm60
@AndrewMueller but Google are technologists, the business doesn't understand how people work. #sm60
@karimacatherine and if we are not responsible, there's no point complaining. #sm60
@ckieff The more info people make private, the less the marketers and ad guys have to go on, leads to more inappropriate messages. #sm60
If you don't want people to know, keep it off the internet. Disclosure can lead to Divorce, however strict privacy is. #sm60
@karimacatherine and you. Got a bit lost for a moment, but came through. #sm59
Is it over? wow. That was frantic. Good stuff everyone - thanks for RTs & mentions. #sm59.
RT @karimacatherine: Companies also forget the MONITORING aspect of social media. #sm59 // and measure for effectiveness / return.
RT @karimacatherine: Companies also forget the MONITORING aspect of social media. #sm59 // need to know who to talk to.
Surely you can only measure the RoI if you know what the objectives are? #sm59
@KathyHerrmann ROI iws always important. #sm59
@karimacatherine there's always been roadside signs; better question, how long it took to convince cos to use phones. #sm59
@paulgailey By "quick wins" I was thinking a small reduction in customer churn, increase in retention. #sm59
@paulgailey By "quick wins" I was thinking a small reduction in customer churn, increase in retention. #sm59
@KseniaCoffman Well it is, isn't it? Marketing, customer service, a bit of sales, and some pr. #sm59
@j_fuji Agreed, but you need a good employee to hold them all together or they'll all go elsewhere (seen it happen). #sm59.
@Marc_Meyer good employee can maintain a number of good customers; so good employee more valuable than single good customer #sm59
Need to have small wins, with limited resources, as case studies to take to management and grow process. #sm59
@themaria @karimacatherine trouble is - need long term investment - most cos. will want quick return. raises importance of measurement #sm59
@karimacatherine depends on C-suite buy-in tho, need to convince them... cc @themaria #sm59
@karimacatherine depends on C-suite buy-in tho, need to convince them... cc @themaria #sm59
4sq has little value, yes, but local cos - bars, restaurants, etc - building value for selves - and loyalty - around it. #sm59
RT @karimacatherine: RT @themaria: Need right culture first. ----> SO AGREE! #sm59 // true, but how do you get there?
RT @sanchezjb: Customer retention has always been critical to companies; this is not new. #sm59 // true - #sm new channel to lose them thru.
Cannot consider #sm experience alone. #sm59
The whole experience of doing business with co. must be rewarding - however transaction is handled. #sm59
RT @danperezfilms: A great product delivered wi great service always create positive word of mouth. . .been that [ ]way before #sm! #sm59
@MikeFraietta in this case, you're right. Though in some use cases, system working may be enough to use again #sm59
@MikeFraietta in this case, you're right. Though in some use cases, system working may be enough to use again #sm59
RT @danperezfilms: A great product delivered wi great service always create positive word of mouth. . .been that [ ]way before #sm! #sm59
OK, got to run. Been good talking to you all. #sm57.
Need to ask WHY you want to build relationships? What will you get from them? How many? where? #sm57
OK, got to run. Been good talking to you all. #sm57.
Need to ask WHY you want to build relationships? What will you get from them? How many? where? #sm57
RT @sepler: @maadtwit not everything is quantifiable. Numbers can obscure qualitative realities #sm57 // then budget gets cut.
RT @AmberCadabra: "Relationships" are not goals. It's what you hope to achieve through stronger ones that matters, and is measurable. #sm57
RT @karimacatherine: @TomMartin : as @tbeffs was saying, it is time we stopped thinking in terms of campains #sm57 //depends on prod/service
@AmberCadabra Testing, Research, testing, measuring, research, continuous adjustment. #sm57
@techguerilla but byou have a budget for building relationships, right? #sm57
@priyankawriting bad way to choose. Good way to divide tasks internally, but bad way to plan for company #sm57
Decision between trad and digital same as decision between advertising TV, newspaper, radio, billboards, Pos - another channell. #sm57
. @jasonbreed What's your product? How many customers online where? How many watch premier league football on Sky or read which paper #sm57
@AmberCadabra Q3: the one that works for your business and fits your budget. #sm57
@AmberCadabra Q3: the one that works for your business and fits your budget. #sm57
Decision between trad and digital same as decision between advertising TV, newspaper, radio, billboards, Pos - another channell. #sm57
. @jasonbreed What's your product? How many customers online where? How many watch premier league football on Sky or read which paper #sm57
RT @AmberCadabra: Okay, so Q2: How do you know your *digital* marketing efforts are effective? #sm57 // same structure, different medium.
@AmberCadabra Depends on issues facing company, perception by customer base, peers, investors, etc. #sm57
RT @AmberCadabra: @steve_campbell Okay, so how do you determine loyalty? And why does it matter? #sm57 // only true measure repeat purchase
@Tbeffs surely not what you are measured on, but what your campaign is measured on. #sm57
RT @searchguru: @Marc_Meyer no, KPI is a term reserved for web marketing #sm57 // why?
@djwaldow Idea is "Brand lift" -> -> sales lift. #sm57
Marketing - on and offline - should be proactive & flexible. Driven internally, not by agencies. Also flexible targets #sm57
RT @karimacatherine:A1 : many measure against objectives set months ahead, in silo #sm57 // problem when targets out of line with reality
@AmberCadabra true - measure effect of marketing action on sales, support, etc depts. figures #sm57
Q1: and same goes for Social Media #sm57...
Q1: you set targets and goals for them, and measure their success against them. Also some pre- and post- research. #sm57
OK, ready to go. settled in for a flurry of tweets. #sm57
OK, ready to go. settled in for a flurry of tweets. #sm57
time to run down and get some tea before the floodgates open for #sm57.
@jasonbreed BST (British Summer Time) + 5 - 12:00 EDT. Hope that helps. #sm57.
@jasonbreed BST (British Summer Time) + 5 - 12:00 EDT. Hope that helps. #sm57.
@livepath exactly what I meant! #sm56
Thanks to @treypennington for #sm56 - and every one who engaged! #listening!
Thanks to @treypennington for #sm56 - and every one who engaged! #listening!
@treypennington is why the C-suite needs to go back to the shop floor, talk to people. . #sm56.
@sepler And that's a part of the required culture change. Main part - breaking down the silos. so the guy on twitter knows #sm56
@SeeboldMarCom Because they give you the £$ to do your work - need to show returns. #sm56
@priyankawriting If already happy with job, they might not have drive to force change by doing something new... #sm56
@priyankawriting could be a career changing move for them! #sm56
@priyankawriting could be a career changing move for them! #sm56
Q3 - allowing everyone in the company to be on SM for the company. Allowing people to try things. #sm56
Q3 - allowing everyone in the company to be on SM for the company. Allowing people to try things. #sm56
@priyankawriting If it can help to force your boss to fund the next one, then do it. Don't sit around waiting. #sm56.
@jsandford how can you run a retail company if you don't know what the shop floor looks like? #sm56
@jsandford Get them back on the shopfloor! NOW! #sm56
The book will be called "Leading from Behind" #sm56
@priyankawriting that's not a reason not to do it! #sm56 - can look drab if Csuite are behind but with few dollars.
@jsandford Get them back on the shopfloor! NOW! #sm56
The book will be called "Leading from Behind" #sm56
@priyankawriting that's not a reason not to do it! #sm56 - can look drab if Csuite are behind but with few dollars.
The book will be called "Leading from Behind" #sm56
@priyankawriting that's not a reason not to do it! #sm56 - can look drab if Csuite are behind but with few dollars.
Company must be open to share it's values, and involve customers in decisions - not ignore them. #sm56
@chrissfife I didn't want to be quite so blunt ;-) Don't change? Chapter 11. #sm56
@treypennington - must be OPEN, transparent - person on twitter must have answers. #sm56
@AndrewMueller but to do SM right, need openness - if culture doesn't allow openness, will fail - so forces culture change #sm56
RT @swansama: Lack of understanding of SM by management has a lot to do with the bottom up trend #sm56 // and with failures.
@jsandford no, should be an independent away from main corp. structure. #sm56
@ActiveIngreds @AndrewMueller if you don't change, consumers go to those who do - change driven by consumers #sm56
@chrissfife If they're not doing it right, it will show, surely? When culture changes, they get it right. #sm56
Consumers can't make culture, but can force change. #sm56
RT @chrissfife: @livepath Leadership does not always = management (unfortunately) #sm56 // management can be lead be those "below"
Marketplace is driving companies into social media - it's increasingly where customers make purchase decisions. #sm56
@managementsushi were you following #sm55?
And before I shut up: "Promoted Tweets" or whatever they're calledwill mean more fiddling to ensure your monitoring is working #sm55
Thanks everyone - @BenySchonfeld @sharonmostyn @elhoust @tacanderson @TransitionalTee @themaria @JoeKikta #sm55
@BenySchonfeld I was more concerned with the fact I missed Cheese School at the weekend. There's a SM case study - handmade cheeses. #sm55
@BenySchonfeld - sure. Sorry for not quite reading as your tweet scrolled off my screen. #sm55
@tacanderson of course. But we have to decide on metrics on a case by case basis, not a single scorecard. #sm55
@themaria Yes. Effects of an awareness campaign -not financial straightaway - in some Nonprofit cases, never (eg cancer awareness) #sm55
@tacanderson Count me out - in same way as there is no one measure of success there is no one scorecard. #sm55
@BenySchonfeld And all I'm saying is that the assumption that all twitter activity needs to be a conversation is wrong. #sm55.
RT @bivings: Twitter Unveils Ad-Supported Business Model http://is.gd/braCR [todd] // What do you think? #sm55. I'm gonna buy influence.
@tacanderson But is progress / change a necessary thing? Does everyone want it? cld hve change for wrong reasons. #sm55
If your aim is to keep a small team on the ball - then reach is not important. #sm55
@JoeKikta Return on brand awareness campaign - is that in $? News dissemnination - $ value? agree but disagree #sm55
@tacanderson scorecard depends. For me, it's how many convos; for client, hits on a website. Scorecard depends on what you measure. #sm55
@JoeKikta Fact is return expected will differ from co. to co. asnd within co - eg Marketing diff. from sales. so ROI will differ. #sm55
RT @mfeldkamp: #sm55 My thoughts - social media ROI in its infancy, ... starting to grasp, but every business' ROI measures differ. // yes
@tacanderson But does that mean anything? #sm55
... and by the way, neither of those accounts stops to chat about the weather. #sm55
... for @delloutlet, aim is to shift boxes -> measure in terms of number of boxes out the door. Very different. #sm55
... for @bbcbreaking, the goal is in public service news remit - spread news as fast as possible -> hits on news site #sm55
@tacanderson Are there common goals? @BBCBreaking and @Delloutlet - what is common to their activity? #sm55
If you're in Social Media to increase sales, your metrics are $$ earned. Simple More complex if goal is increased brand awareness #sm55.
RT @karimacatherine: I would like to think your social media metrics depend on your objectives #sm55 // yes!
@sharonmostyn I just pulled a random measurable thing. #sm55
Depends on why you're there - if you want hits on a web page, that's how you measure your success. #sm55
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
#sm53 - god chat, thanks all.
LBS+social media + pervasive media (eg HP mscapes) all seem to be coming together into a single realm with interesting possibilities. #sm53
@karimacatherine Increasingly so, I think #sm53
.@jxa for carriers, surely location is another stream of data? #sm53
@jxa maybe carriers have taken so long because they can't do it? #sm53
Q3 1st, thank customer! 2nd, make offers or regular checkins - not just Mayors. #sm53
Tie in a twitter direct response ordering system and you have the full package! #sm53
Time out. I'm way behind this convo. #sm53
@socialbird37 but 4sq is there alrady, FB isn't - it's FB who are going to have to make people switch. #sm53.
@smange Cool, it works! did you know they did that before you checked in though? #sm53
@jaybaer re. listening to geo rather than twitter - will be more people on twitter than geo - wait till reaches critical mass? #sm53
@chrissfife especially if there is a particularly nasty dirty corner that gets shot and posted on the web. #sm53.
@barbchamberlain sure, wasn't my idea... but could give valualbe insight into drinking / eating / partying behaviour. #sm53
@barbchamberlain Sure. So we need to be monitoring 4sq i our clients are in hospitality & catering, retail, etc. #sm53
RT @curiousbanker: rt @be3d The appeal of geo-loc ...the secret & exclusive, consumer tips & offers #sm53 // "Mayor gets free drinks"
RT @erichayward: "I'm at Triple X Adult Shop." #4squarefail #sm53 /// they have WiFi?
RT @barbchamberlain: @BruceFlinn "on top of #socialmedia period. " - but isn't this an integral part o SoMe???#sm53
That's poor as in poor service, not the wrong side o town poor. #sm53
RT @TheBlackFin: a business that embraces geo-location can create deeper affinity, fun experience #sm53 // yes - 4sq as part of marketing
I can't geotag this, but the PC is a great place. (not paid to say that). Now, do I need 4sq to say that? #sm53
RT @be3d: Noticed yesterday that @foursquare specifically asks non-B&M biz not to add selves as loc. #sm53 // coz they can't be in same way
RT @BruceFlinn: for businesses wouldbe great to know where customers came from and where they go #sm53 // & esp if go to competitor - why?
But that's the same for all SoMe apps - finding the money is key. #sm53
RT @JxA: Longterm #LBS apps r good 4 brick'n'mortar busnes IFF it enhances face2face experience. #sm53 // definitely - if B&M can monetise
RT @themaria: Check-ins, geotagged content gives credence 2 reviews. Also tend get reviews & tips from friends -> trust it more #sm53
meetings over quickly (don't ask), joining chat #sm53
meetings over quickly (don't ask), joining chat #sm53
Will not be attending #sm53 - meetings to go to.
Everyone on #sm50 - thanks for convo's - sorry I had to brak off to eat ;-)... talk more next week?
Talking from experience? RT @ianrobins: With training, it can workRT @nigellegg:RT @comcastcares:I have seen PR/marketing people[snip]!#SM50
@nigellegg - it's got to come organically from within - or not at all. External consultants are cheerleaders, coaches. #sm50
Went to a client site once to sell an upgrade, had to troubleshoot issues with old installation. Sales as tech spt. Loved it. #sm50
RT @comcastcares: I have seen PR and marketing people try to do service in social media, does not work! #SM50 // then they need training !!
This is what I mean by breaking of silos - marketers have to do CS, and CS do marketing as part of role. Language important to both #sm50
RT @sharonmostyn: Definitely RT @GetResults: listening is at the core. #sm50 /// YES!!! - should be at core of all SoMe practice.
Hiring in not answer - need to learn corporate culture - need to get people who know doing SCC live - turning corporation through 180 #sm50
Surely getting all client-facing staff to get SoMe is the start for full social customer service (leaping in!) #sm50
A whole lot of corporate social media seems to me to be about breaking silos between depts. & btwn Co & Customers. #sm50
RT @kenburbary: Start social segmentation with monitoring. /// Monitoring is *only* source of data you have. Nothing else to segment #sm48
@bpluskowski - surely the needs of the audience should come first? - basis of egagement? #sm48
@bpluskowski - surely the needs of the audience should come first? - basis of egagement? #sm48
@sharonmostyn - but not possible to target a campaign / strategy at 2 million individuals - or read everything -> segmentation. #sm48.
Has any one here done any segmentation of "audiences" in Social Media? #sm48
Has any one here done any segmentation of "audiences" in Social Media? #sm48
@sharonmostyn - thanks. Is it relevant? mabe if you want to know who is talking abt you. Different? have to do some to find out #sm48.
@socialtality - should we be producing different sorts of content for different types?? #sm48.
@eamcc, @socialtality - but traditionally you could separate paper, magazine, radio and tv audiences - we've just added channels. #sm48
Missed the beginning - what is the purpose of segmentation in social media terms? #sm48.
OK everyone, signing off and back to the code... till next week. #sm47/
@themaria - not just noise, but the #hashtag gamers - they can make any league table of trending topics meaningless. #sm47
RT @tomob: @RepuTrack if your vendor is excluding forums or comments, get a new vendor. #sm47 // Indeed!!
@JoeKikta - ah, well, I've seen the opposite... ;-) #sm47
@JoeKikta - but how big are their accounts with your company? Every customer is worth keeping. #sm47
@RepuTrack - and how they relate to overall revenue, right? #sm47
@JoeKikta - depends on volume coming in and size of your team... #sm47
@JoeKikta - depends on volume coming in and size of your team... #sm47
@JoeKikta - but whiners / name callers are potentially the worst for your reputation - and could cause most damage to sales! #sm47
@themaria - I got the sale, too. ;-) #sm47
@Zack_Hanebrink - assuming increased revenue is due to increased satisfaction, not decreased choice. #sm47
Sorry guys, been stuck in lines of code... getting out of it now. Defining sentiment is as subjective as sentiment itself. #sm47
Was once demoin software to MS, had bluescreen, was told "Don't worry, happens to our boss all the time" (c. 10 years ago). #sm47
Just got ere - wat's the topic today? #sm47
RT @shelisrael: @nigellegg Thanks. First time I used the line. I'm sure it won't be the last. #sm44 / it's a good one.
RT @elhoust: Well put! RT @shelisrael: was difficult 4 fish 2 become frogs, but they needed 2 evolve 2 survive. Same goes 4 marketers #sm44
Gotte arun - good chat. #sm44
@shelisrael - message important to start - but relationship imp. further on - esp in B2B env. #sm44.
@shelisrael - message important to start - but relationship imp. further on - esp in B2B env. #sm44.
RT @jasonbreed: companies find Twitter "voice". not marketing but helpful, not sales but relational, not messaging but informational #sm44
SoMe ext. comms leading and driving change in internal comms, breakdown of silos. Or NL is optimist? #sm44
RT @ajmunn: everyone to monitize. For some= fall back on "tried & tested". For others =innovation #sm44 // changing comms - changing biz?
YES! RT @ajmunn: of course Twitter fits into wider monitoring, engagement & content strategy. Success comes from considered strategy #sm44
I think 2010 will have more companies thinking of twitter at enterprise level, encompassing a number of depts. #sm44
@conniereece - but is it effective? and are those accounts purely pr, or are they pr/marketing/ custserv/research? #sm44
@conniereece - but is it effective? and are those accounts purely pr, or are they pr/marketing/ custserv/research? #sm44
Is twitter a PR tool? Any PR co's using it effectively? I think more understanding of range of potential ... #sm44
Is twitter a PR tool? Any PR co's using it effectively? I think more understanding of range of potential ... #sm44
Q2 - hopefully long-touted anbalytics will help in engagement & targeting. Wld like to see more info on account profiles... #sm44
businesses that benefit = businesses that get it, work on it, manage it. Takes time and effort to build engage with audience #sm44
businesses that benefit = businesses that get it, work on it, manage it. Takes time and effort to build engage with audience #sm44
RT @elhoust: & engage RT @eamcc: Absolutely! Not enough 2 B on twttr; shld wrk on following, as targeted as possible, increase value. #sm44
RT @ajmunn: @andrewmueller Great point. Twitter search useful if understand limitations audience segment. Not absolute but indication #sm44
RT @ajmunn: @andrewmueller Great point. Twitter search useful if understand limitations audience segment. Not absolute but indication #sm44
Should start by listening - to get an understanding of conversations, types of content, the way things are presented. more effective #sm44
Should start by listening - to get an understanding of conversations, types of content, the way things are presented. more effective #sm44
Should start by listening - to get an understanding of conversations, types of content, the way things are presented. more effective #sm44
Most value in twitter relationships - when you say, "Lets take this offline", and half an hour later your having coffee with the guy. #sm44
Most value in twitter relationships - when you say, "Lets take this offline", and half an hour later your having coffee with the guy. #sm44
Not enough to be on twitter - should work on your following - as targeted as possible, increases value. #sm44
Not enough to be on twitter - should work on your following - as targeted as possible, increases value. #sm44
RT @EF_Forbes: @andrewmueller Good point about influencers. a lot of businesses think all voices equal in SM. Identify influencers. #sm44
An englishman, and Irishman, and a Scotsman walk into a bar. Barman: "Is this some kind of joke?" // twitter doesnt have to be smart #sm44
An englishman, and Irishman, and a Scotsman walk into a bar. Barman: "Is this some kind of joke?" // twitter doesnt have to be smart #sm44
An englishman, and Irishman, and a Scotsman walk into a bar. Barman: "Is this some kind of joke?" // twitter doesnt have to be smart #sm44
@shelisrael - so now have a more selective follow management policy (for followers and links I'll follow). much more efficient. #sm44
@shelisrael - allowing following to get out of control and trying to read everything - not being selective enough wastes time #sm44
allows for a denser deeper more rapid understanding of environment in which business operates. #sm44
I feel more disconnected when away from tweetdeck than when I leave my phone at home. #sm44
MR agencies - using twitter searches to get outline of research issues and define terms of studies #sm44
yes - without twitter blogging / posting meaningless - strong route for drawing traffic to sites #sm44
... once target audience listening, -> growth in effectiveness #sm44
... once target audience listening, -> growth in effectiveness #sm44
for me limiting factor more being able to define audience for self and clients - finding correct people....#sm44
Q1: a number of important contacts through twitter; expanded reach, #sm44
just got back in time. #sm44
just getting some tea before #sm44. (so british)
RT @jasonbreed: 2 hours from #socialmedia chat @maggiefox on Using the Social RFP http://bit.ly/60kzBH #sm43 @ noon EST// that time already
Thanks everyone for interesting chat (no names as dont want to miss anyone out) this afternoon. #sm42
@AndrewMueller - tech integration only worthwhile if flow of info & breaking silos follows. otherwise no point. culture & people first #sm42
RT @AndrewMueller: @nigellegg Yes so, technological integration is a factor in social media engagement and effective use #sm42 // huh?
All: if biz is not efficient and scaleable, then won't be able to provide customers with good service. #sm42
RT @mmorri: @techguerilla too many companies fall into the trap of using SM as a broadcast medium #sm42 // true. only correct some of time.
@DenVan - customers may own channel externally; each employee owns their own channel internally to get info they need for job. #sm42
@DenVan - customers may own channel externally; each employee owns their own channel internally to get info they need for job. #sm42
RT @comcastcares Social media will provide more control to employees, same as it has for Custs. It will change relations w/employers #SM42
RT @comcastcares Social media will provide more control to employees, same as it has for Custs. It will change relations w/employers #SM42
@KrisColvin - social integration is more than code & computers it's the way people work, what they expect from their job & colleagues. #sm42
RT @comcastcares Social media will provide more control to employees, same as it has for Custs. It will change relations w/employers #SM42
RT @socialtality: @comcastcares: A truly flat organization may be the result. Tearing down traditional strata #sm42// & opening info silos
social biz integration - allowing all employees to share all information. #sm42
@mmorri - that's problem me and my developer friends had.... snowed in. #sm42
@mmorri - gotta think of other places, but #fb with correct security settings shld be ok for confidential use... #sm42.
@denvan - see that company without customers? they're reading Chapter 11. #sm42
RT @denvan: RT @DannyBrown: @comcastcares @AndrewMueller How about holistic perspective? Customers part of business success #SM42 // yup...
RT @denvan: RT @DannyBrown: @comcastcares @AndrewMueller How about holistic perspective? Customers part of business success #SM42 // yup...
@mmorri - i swear because we have just designed a service on google wave.... #sm42
@mmorri - is yammer not secure? dm's not secure? sh!t, is google wave not secure? #sm42
@comcastcares - has it changed the way comcast operates? do you have more op info now than before? any culture change? #sm42
RT @nigellegg: Everyone still thinking SoMe company -> customers; what about SoMe for internal company conversation? #sm42
RT @nigellegg: Everyone still thinking SoMe company -> customers; what about SoMe for internal company conversation? #sm42
Q2 - will be resistance to change, but flow of ideas -> flexibility, -> adaptability & innovation #sm42
Q2 - will be resistance to change, but flow of ideas -> flexibility, -> adaptability & innovation #sm42
Need to liusten to questions, however basic, to find out how to resolve them or prevent them coming up. #sm42.
do company's only use SoMe because they can't afford to advertise & consumers swamped by ads anyway? SoMe - something different, news? #sm42
do company's only use SoMe because they can't afford to advertise & consumers swamped by ads anyway? SoMe - something different, news? #sm42
@kriscolvin, @andrewmueller - was need their before communities - or people latching on to trend? #sm42
@kriscolvin, @andrewmueller - was need their before communities - or people latching on to trend? #sm42
RT @KrisColvin: YES! RT wileyccoyote ... peeps want 2 influence the brands they support. // depends on co being able to use ideas #sm42
SoMe (or similar) shld be used for internal discussion - improve info flow - make co's more flexible - more adaptable - innovative #sm42
SoMe (or similar) shld be used for internal discussion - improve info flow - make co's more flexible - more adaptable - innovative #sm42
RT @socialtality: @Kriscolvin: we're seeing SM integration in Customer Service as well #sm42 // SoMe another comms medium - use for anything
RT @KathyHerrmann: today's world is about sharing info, not hording it. // SoMe about breaking info silos - allow more transparency #sm42
If you want to develop community round brand - must be internal as well as external - include all parts of company. #sm42
RT @jasonbreed: RT @KrisColvin: Our first question is this: Q1: Why do we even need to integrate social into our businesses? #sm42
RT @jasonbreed: #socialmedia chat noon EST w/ @KrisColvin moderating: Social Integration into Biz follow #sm42
prod/serv needs to be designed/run with customer in mind - develop with customers. #sm41
RT @TaxTimeLLC: @nigellegg But after you've done all that talking [....] you need to act. #sm41 // same with phone....
So you learn to use a communication channel - phone, twitter, forum - you can then do anything with it. it's all talking. #sm41
So you learn to use a communication channel - phone, twitter, forum - you can then do anything with it. it's all talking. #sm41
"[SoME is] about brand management" - no, it's a communication channel. Or the phone is for ordering your troops. #sm41
"[SoME is] about brand management" - no, it's a communication channel. Or the phone is for ordering your troops. #sm41
@sharonmostyn - yes, SoMe one channel among many. #sm41
@cariofthevalley @AndrewMueller - valuing customers is so fundamental do we need to talk about it? #sm41
@wileyccoyote - but fear leads to worst possible response - defensive behaviour, -ve activity. #sm41
Finding right person within corp. to answer question is vital - importance of internal SoMe channels. #sm41
RT @drnatalie:[OTHERS] #CustomerService agents should not B measured by handle time. Poor measurements never work #SM41 | AGREED//OUTCOMES
#sm41 - SoMe is a channel, like the phone. can measure in the same ways as before. surely? #sm41
#sm41 - SoMe is a channel, like the phone. can measure in the same ways as before. surely? #sm41
RT @drnatalie:[OTHERS] #CustomerService agents should not B measured by handle time. Poor measurements never work #SM41 | AGREED//OUTCOMES
#sm41 - SoMe is a channel, like the phone. can measure in the same ways as before. surely? #sm41
RT @ajmunn: Q3 Measure: Are people using it? #sm41 // good start!! - also, are you picking up all -ve comments?
@sharonmostyn - yes, goal is same, medium the only difference - so controls and tracking need to work the same 9as much as poss). #sm41
Q3) - monitor monitor monitor - track convo's, record, find out where succeeding and where failing. #sm41
@sharonmostyn - yes, goal is same, medium the only difference - so controls and tracking need to work the same 9as much as poss). #sm41
Q3) - monitor monitor monitor - track convo's, record, find out where succeeding and where failing. #sm41
contact centres - need training / experience of using SoMe - interaction different to phone. #sm41
contact centres - need training / experience of using SoMe - interaction different to phone. #sm41
cust service -> loyalty -> repeat sales - if service is good, opportunity will be there. #sm41
Need to have team on SoMe proportionate to size of corporation.... #sm41
@visualrhetor - partly rhetorical. Wanted to clarify - you can measure without calc. ROI, but not vice versa. #sm39
#sm39 - thanks all - and @brandbuilder for hosting. Interesting stuff.
Is it possible to calculate ROI without measurement? #sm39
RT @smurdoff: Certification is less important than actual hands-on experience IMHO #SM39 //True.
RT @smurdoff: Certification is less important than actual hands-on experience IMHO #SM39 //True.
RT @smurdoff: Certification is less important than actual hands-on experience IMHO #SM39 //True.
For certification to work, it needs an impartial non profit guarantor of quality, eg University behind it. Is SM at that stage yet? #sm39
@treypennington - for what role? Monitoring, analysis, strategy, blogging, campaign implementation - roles becoming more diverse #sm39
find / train champions - use tools - across all areas of biz - champions to funnel & collate insights back #sm39
@kdrewien - for small business, easier to implement - fewer people to convince, all can play a part across biz. #sm39
@GetResults - Correct - the markets responses can - no, should - be an important metric in managing and deciding your strategy #sm39
@GetResults - Correct - the markets responses can - no, should - be an important metric in managing and deciding your strategy #sm39
Can only adjust strategy through measurement & comparison against benchmarks (ie original research, pre-campaign listening) #sm39
RT @cmwooll: @wilsonellis You have to start with the end in mind. Objectives must lead strategy. #sm39 // Exactly - depends on objective
RT @cmwooll: @wilsonellis You have to start with the end in mind. Objectives must lead strategy. #sm39 // Exactly - depends on objective
Who is talking about you? Where? What are they saying? - Research in social media = Monitoring. Start with Monitoring. #sm39
Toe dipping - doing research, finding who, where to talk to - piloting campaign, building audience - Finding what works. #sm39
RT @ajmunn: We forget that marketing function goes beyond advertising and PR. social media is no different. Do research first #sm39 // true.
Shld have idea of proportion of visits leading to sale/prospect etc - increasing traffic 10% shld have revenue value->calc. ROI. #sm39
Shld have idea of proportion of visits leading to sale/prospect etc - increasing traffic 10% shld have revenue value->calc. ROI. #sm39
Toe-dipping - yes, useful, but use to define strategy - you can only hope to have a measurable ROI if you measure stuff. #sm39
with planning and targets, can measure what is happening at least #sm39
You can only work out return if you have targets - and measures of how you're doing #sm39
with planning and targets, can measure what is happening at least #sm39
Just added myself to the http://wefollow.com twitter directory under: #bristol #marketing #socialmedia #research
Just added myself to the http://wefollow.com twitter directory under: #bris #marketing #socialmedia #research
Just added myself to the http://wefollow.com twitter directory under: #bris #marketing #socialmedia #research
RT @VirtualMR Worthwhile read RT @pyesawichjr: Social Media Measurement: Its Not Impossible: http://bit.ly/2O4PRF #MR #socialmedia
RT @VirtualMR Worthwhile read RT @pyesawichjr: Social Media Measurement: Its Not Impossible: http://bit.ly/2O4PRF #MR #socialmedia
