@kenburbary Very true! Great seeing you at #sm120 - too bad I was completely swamped, so you didn't see much participation from me :(
Having worked in "big data", I think co's starting 2 realize it already. Typically ones that care abt VOC & insights-driven decisions #sm120
@kenburbary Very true! Great seeing you at #sm120 - too bad I was completely swamped, so you didn't see much participation from me :(
Having worked in "big data", I think co's starting 2 realize it already. Typically ones that care abt VOC & insights-driven decisions #sm120
Having worked in "big data", I think co's starting 2 realize it already. Typically ones that care abt VOC & insights-driven decisions #sm120
@kenburbary Very true! Great seeing you at #sm120 - too bad I was completely swamped, so you didn't see much participation from me :(
Agree! I missed this cuz it was w/o #sm119 tag :( RT @Marc_Meyer: @themaria when social is innate & inherent and not a point of discussion.
Thank YOU! RT @jasonbreed: huge props to @themaria for hosting today's chat! full transcript here: http://bit.ly/r4X7bJ #sm119
@evanhamilton #sm119 is a weekly chat - official name is #socialmedia but each week it changes # - so next week it'll be #sm120 #sm119
@evanhamilton #sm119 is a weekly chat - official name is #socialmedia but each week it changes # - so next week it'll be #sm120 #sm119
@FuelOnline Thank you for sharing your insights! #sm119
@stevemassi Wow "KA" -- that's a whole other league of compliment :) Thank you! :) Blushing.. #sm119
@randygiusto @stevemassi being profit centric isn't mutually exclusive frm cust-centric. Part of soc biz imperative is to align the 2 #sm119
@randygiusto @stevemassi being profit centric isn't mutually exclusive frm cust-centric. Part of soc biz imperative is to align the 2 #sm119
@NealWiser @Marc_Meyer hahaha let's go back to work and make those businesses social! #sm119
@KathyHerrmann Thank you! It was so nice to see you again! #sm119
And a special and huge thank you to @marc_meyer and @jasonbreed for having me here. It's been an honor and a privilege! #sm119
I regret to look at my watch & see that our time has come to an end today. Thank you so much for having me and sharing your insights! #sm119
LOL RT @martinjason: The ones that eventually go out of biz! RT @stevemassi: @martinjason what kind of biz isnt social 2 some degree? #sm119
@stevemassi @martinjason Top-down, command-control types of businesses aren't social. #sm119
LOL RT @martinjason: The ones that eventually go out of biz! RT @stevemassi: @martinjason what kind of biz isnt social 2 some degree? #sm119
@stevemassi @martinjason Top-down, command-control types of businesses aren't social. #sm119
Love that term! :)RT @dariasteigman: So true. Which is why "culture" reboot often needed. #sm119
@NealWiser @KathyHerrmann That's why I do like the notion of "social business", b.c. it's not a campaign, it's a biz, it's an M.O. #sm119
@eliingraham to be truly social, you have 2 b social internally AND externally. It's not an either/or. Unless I misunderstood your Q #sm119
@KathyHerrmann @NealWiser "good cos" have values that should be driving a social biz, like openness and cust-centricity #sm119
@KathyHerrmann @NealWiser "good cos" have values that should be driving a social biz, like openness and cust-centricity #sm119
@NealWiser Yes, constant improvement. That comes from commitment to customer-centricity, employee-centricity & humility. #sm119
@stevemassi @NealWiser Office politics driven by self-interest in knowledge-hoarding culture. The more it's open, the less need 4 it #sm119
@RepuMetrix Thanks for attending! #sm119
BAM! RT @KathyHerrmann: when ur co reached point that engaging, collab. & connecting w/ cust, partners, empl is part of ur corp DNA #sm119
'Cause if you have one person tweetin' up a storm, that ain't a social business :) #sm119
Also a social business, IMO, is a a system that doesn't depend on any one person; rather leverages throughout organization #sm119
A3:I see a social business when it's truly social internally & externally also, in a culture of openness & customer-centricity #sm119
@NealWiser Oh yeah totally. Politics is not going anywhere.. #sm119
Q3: How do you know when you have a Social Business (as defined in Q1)? #sm119
We are really cranking today! Only 15 min left :( Are you ready for Q3??? #sm119
@NealWiser Of course :) why would you not exercise care? :) #sm119
Very true! RT @NealWiser: @BarryBirkett Yep Ive seen this happen; "Those not on board can infect org & create roadblocks to success" #sm119
@stevemassi Knowledge hoarding= huge barrier 2 open culture. As is fear of losing control. I wrote about it here http://bit.ly/h1ZBpc #sm119
@jgombita @eliingraham Yes!! Reverse mentoring is huge. @bryonycole wrote this about what they do at @green_dot http://bit.ly/m2F8uZ #sm119
@eliingraham Yeah that would be what I recommend. Find a pocket, find allies, do some stuff, recap, show to others, get 'em excited. #sm119
@eliingraham Yeah that would be what I recommend. Find a pocket, find allies, do some stuff, recap, show to others, get 'em excited. #sm119
@samraatkakkar It has to be everywhere, but very tough to do without top-level approval. It won't be scalable & x-functional without #sm119
@randygiusto @ambercleveland Making employees into advocates is a very impactful thing. Of course, culture is instrumental to that #sm119
@stevemassi @FuelOnline value, ROI and metrics are key. What about if you don't have them yet? Should you start small & prove it out? #sm119
If your culture isn't customer-centric and isn't about internal discourse, collaboration & improvement - you won't go far. #sm119
@dariasteigman Aha! That's exactly what I was driving at! Culture culture culture! it all starts and ends with culture. #sm119
@eliingraham It's not always given immediately. How do you build up your case to get it? And if you don't, then what? #sm119
@dariasteigman I love x-dept workteams. How do you assemble them? do you start at grassroots or with mgmt? #sm119
@dariasteigman I love x-dept workteams. How do you assemble them? do you start at grassroots or with mgmt? #sm119
To get participation from all these business managers (who may own the processes) - do you need exec's blessing? How do u get it? #sm119
@kenburbary Absolutely! like @nealwiser suggested - conduct a maturity model audit. #sm119
RT @martinjason: A2. Audit all company processes that are customer-facing, and ID if there are places where social media can enhance. #sm119
VERY good 1st step. RT @NealWiser: @themaria A2. Step 1: Conduct a Social Media Maturity Audit. Know how SM has permeated org/staff #sm119
@dariasteigman Absolutely! breaking silos is key. How do you break silos? I know that's a BIG question but how do u start? #sm119
Q2: List some steps you need to integrate social into existing processes. #sm119
Alright, ready for Q2? #sm119
@NealWiser @martinjason @Starbucks is a great example. Social is part of not just support but also innovation & others #sm119
Good Q. RT @martinjason: What are examples of "social businesses" that you admire... and ones that are going about it all wrong? #sm119
@BarryBirkett @sethgoldstein @IanGertler re: selling, you want to enable sales to do its job, but never sell thru SoMe channels #sm119
Bingo! RT @stevemassi: q1 social biz encourages collab, sharing & connection 2 resources & knowledge that in the past was unavailable #sm119
Bingo! RT @stevemassi: q1 social biz encourages collab, sharing & connection 2 resources & knowledge that in the past was unavailable #sm119
@dariasteigman perhaps deconstruct, as long as you build it into other things :) #sm119
Definitely no selling! RT @FuelOnline: #sm119 Social biz is a platform for communication, branding and customer service but NOT for selling
@dariasteigman Why would you want to disconnect? I think social should actually be part of all biz process, not its own silo #sm119
Love that! RT @stevemassi: q1, a social business is a connected business - both internally and externally #sm119
@FuelOnline welcome! #sm119
@martinjason education and enablement is huge! Important to have an ongoing dialogue with various parts of the org #sm119
Love that! RT @stevemassi: q1, a social business is a connected business - both internally and externally #sm119
@FuelOnline welcome! #sm119
@martinjason education and enablement is huge! Important to have an ongoing dialogue with various parts of the org #sm119
@eliingraham definitely transformation, to me it means more of a process & alignment, for which cultural adjustment may be necessary #sm119
Agree! Making it truly x-functional RT @samraatkakkar: Q1: expanding the scope of SoMe utside domain of marcomm to other functions. #sm119
Agree! Making it truly x-functional RT @samraatkakkar: Q1: expanding the scope of SoMe utside domain of marcomm to other functions. #sm119
Without further ado, let's dive into Q1: Social business.. just a buzzword? What does it MEAN to have a social business? #sm119
Hi everyone, happy to be here, kicking off the #sm119. My name is Maria, I run community at @Yammer. Let's have some fun! #sm119
Hi everyone, happy to be here, kicking off the #sm119. My name is Maria, I run community at @Yammer. Let's have some fun! #sm119
woo hoo! Happy to be here! LMK when ready for Q1: RT @Marc_Meyer: Time to kick off todays #sm119 #socialmedia tweetchat with @themaria
T-30 RT @Marc_Meyer: We're less than 1 hr away from today's #socialmedia tweetchat w/@themaria The topic? Developing your social Biz. #sm119
Join us in 1 hour! RT @Marc_Meyer: FYI todays #socialmedia tweetchat @ 12 EST is hosted by @themaria Topic? Develop Your Social biz #sm119
+1 RT @KathyHerrmann: @sallan3 @themaria @barrybirkett @aniketh @dariasteigman @tamadear Great trading ideas with you today! #sm118
@webby2001 Aww that's too sweet! Thank YOU for the same :) #sm118
Thanks @webby2001 for an awesome chat that kept us on our toes :) And @jasonbreed @marc_meyer for hosting! #sm118
@tamadear Exactly! Which is why I brought it up :) Nice meeting you today. #sm118
@KathyHerrmann Yep, good point about *systems*. Those have to have an ROI for sure. I was talking abt SM / email / phone as concepts #sm118
@tamadear There are different kinds of social media & email - the day2day operational and "campaigns". Measured & treated differently #sm118
@tamadear Yep, email *marketing*. But what about just talking on email. It's just a way to do business, so is social. #sm118
You should :) RT @webby2001: You could ask that of all your outreach efforts :)RT @themaria: consider whats the cost of not doing it? #sm118
What's the ROI of a phone? Email? #sm118
When thinking of oppty cost, consider what's the cost of not doing it? #sm118
When thinking of oppty cost, consider what's the cost of not doing it? #sm118
Why does every1 forget ppl? :) RT @KathyHerrmann: > Out-of-pocket may be. Ppl costs may not be. #sm118
@webby2001 You should. But most don't. Hard to determine; things you'd do instead also have oppty costs of their own :) #sm118
The suspense is killing me!!! #sm118
oooooh can't wait :) RT @webby2001: OK - Q3 coming up in 3 more minutes. And its a little deeper... #sm118
Oh yeah! --> RT @webby2001: ...and we can model it. ALL is information, even the lack of information. #sm118
@webby2001 The main problem is that there's a poor / nonexistent feedback loop. How's my survey leading to change? #sm118
@webby2001 let me rephrase that: most people won't just take a survey unless there's smth in it for them. #sm118
@webby2001 most people won't, unless they are either pissed or happy. Survey has to be really short too #sm118
@webby2001 most people won't, unless they are either pissed or happy. Survey has to be really short too #sm118
Unless u have coupon:) RT @jgombita: @dariasteigman if Im waiting in line, I just want cashier to complete the sale. Not chit-chat!:) #sm118
For sure! Great seeing u :) RT @kenburbary: Great sign. #sm118 (tweetchat) is all about offline/online measurement. Integration FTW! #sm118
For sure! Great seeing u :) RT @kenburbary: Great sign. #sm118 (tweetchat) is all about offline/online measurement. Integration FTW! #sm118
And revenue :) RT @KathyHerrmann: A2: Aggregate biz metrics + social metrics + web metrics to estimate biz results. #sm118
$$$$ :) RT @webby2001: OK. Q2: What are some ways to *measure* the impact social has on your offline business? #sm118
Good Q: RT @NealWiser: @webby2001 Maybe the question should be is it worth it to build your audience/community? #sm118
What types of social media would you use if you were an offline business beyond the obvious: Twitter, FB, LBSs? #sm118
@dariasteigman @kathyhermann alright alright you are right :) retirement homes is a bad example but you know what I'm saying :) #sm118
Social media is huge 4 "offline" businesses in helping cultivate loyalty & freq. purch. behavior. Also, location-based promos! #sm118
Social media is huge 4 "offline" businesses in helping cultivate loyalty & freq. purch. behavior. Also, location-based promos! #sm118
@webby2001 @jasonbreed That's what I meant :) I meant, if your cmty is REALLY not online, like retirement homes :) #sm118
@jasonbreed that makes total sense, AS LONG AS your community is online. Which most are :) #sm118
RT @jasonbreed: A1: you may think u have an offline business, reality is everything is online in some way now. compet. differentiator #sm118
@jasonbreed that makes total sense, AS LONG AS your community is online. Which most are :) #sm118
RT @jasonbreed: A1: you may think u have an offline business, reality is everything is online in some way now. compet. differentiator #sm118
Good morning! Happy to be here, let's start chatting! #sm118
+1 RT @JasonFalls: If a client tells me they want to inc. awareness. I meas. awareness. When they ask 4 No. of followers, I shrug. #sm114
I like to say: "just because you can measure something, doesn't mean you should" :) #sm114
A5 you may not have an easily measurable answer to support objective, but hey, you have all these other things you can measure.. :) #sm114
A5: Measure things that don't align w/ obj b.c. 1) don't know what objectives are 2) answer scares them or 3) not enough discipline #sm114
I don't think FB data that's publicly available (via pages & unlocked profiles) is v good barometer, unlike what's in ppl's profiles #sm114
@JasonFalls very true :) That's why I said depends on product. I think by being a fan it automatically distorts sentiment #sm114
RT @dariasteigman: Q3. So much FB data is firewalled. Makes it hard to assess what pieces are getting through / paint a picture. #sm114
RT @dariasteigman: Q3. So much FB data is firewalled. Makes it hard to assess what pieces are getting through / paint a picture. #sm114
@JasonFalls depends on the product. For my brand page, FB isn't very indicative of what ppl actually think / feel. Twitter is better #sm114
#sm114 a wee bit late starting today, what are we talking about?
#sm114 a wee bit late starting today, what are we talking about?
@JasonFalls true re: FB bias. But it's also where trolls come too (remember: Nestle?) #sm114
@jaybaer shouldn't have twitter presence only when none of your customers, prospects, or anyone else from ecosystem are there #sm107
@jaybaer shouldn't have twitter presence only when none of your customers, prospects, or anyone else from ecosystem are there #sm107
@jaybaer shouldn't have twitter presence only when none of your customers, prospects, or anyone else from ecosystem are there #sm107
@karimacatherine @megfowler that being said, I'll always stoop to that level in person - stillettos, hairpulls,etc.. Russian Style :) #sm94
@karimacatherine @megfowler so true. Responding publicly makes you appear that you stoop to that level. "Don't feed the trolls" #sm94
@megfowler Then that same person impersonated me & that's when I took action. I reached out in backchannel & it stopped. #sm94
@megfowler Then that same person impersonated me & that's when I took action. I reached out in backchannel & it stopped. #sm94
@megfowler personal attack. Happened so many times. In my own community AND in other very public forums. I ignored it. #sm94
Q3: I deal w/conflict by running away :) JK. I try to be nice at first, figure out what's really happening. If doesn't work, walk away #sm94
Q3: I deal w/conflict by running away :) JK. I try to be nice at first, figure out what's really happening. If doesn't work, walk away #sm94
RT @megfowler: My mom calls it "heaping coals" -- you take energy out of a complainer by seeing their side and going the extra mile. #sm94
@megfowler @jasonbreed A line was crossed, IMO, when someone violates safety & good experience of community. Need to be dealt with #sm94
I was in sales for several years, and when custs called *screaming* at me, I killed them with kindness & the we worked on problem #sm94
How do you manage conflict: become a "therapist", pull up the couch, ask "what's up and why do you say stuff like this?" #sm94
@AndrewMueller @Nixie when conflict becomes productive, it moves on to being a discussion. Semanitics. I think we mean the same thing #sm94
Managing & "putting out" conflict is a key job of the community manager. It's an art, similar to quieting down irate customer #sm94
Q2: That being said, there's a difference between conflict and discourse. Conflict doesn't move us forward. Conflict isn't productive #sm94
Managing & "putting out" conflict is a key job of the community manager. It's an art, similar to quieting down irate customer #sm94
Q2: That being said, there's a difference between conflict and discourse. Conflict doesn't move us forward. Conflict isn't productive #sm94
Q2: if you don't have conflict, you are doing it wrong. If it's a true community, there must be passion. #sm94
Morning! joining late, what are we talking about?
#sm94
Q2: if you don't have conflict, you are doing it wrong. If it's a true community, there must be passion. #sm94
Morning! joining late, what are we talking about?
#sm94
Thanks for an awesome #sm91 chat session @JasonFalls @marc_meyer and @jasonbreed
RT @jasonbreed: Consumers need to vote w/ wallets when data is Misused. Facebook's privacy history is suspect yet they continue 2 grow #sm91
@JasonFalls @ckieff great question indeed. Clear your cache. Use diff. browsers for diff. things #sm91
Put it on Oprah. I'm actually kinda serious. Take a awesome privacy advocate / educator & pitch him / her to mainstream shows #sm91
@JasonFalls I think that's a great idea. I think most co's could do that. 1st time intro page + settings page #sm91
@JasonFalls I think that's a great idea. I think most co's could do that. 1st time intro page + settings page #sm91
Responsibility lies on both side of the fence - with users as well as companies #sm91
Just as important as enforcing compliance, digital privacy literacy should be a concern. How many ppl actually track this? #sm91
Just as important as enforcing compliance, digital privacy literacy should be a concern. How many ppl actually track this? #sm91
@martinjason I think as custs get more and more digitally literate, they'll start asking these Qs & co's wont be able to not share #sm91
@agardina @JasonHarvoth hopefully it will get to the point where co's bottom line will depend on how well they treat custs #sm91
@JasonFalls definitely not gov't. Huge overhead + not always what users want. User groups + industry groups coalition #sm91
@JasonFalls To echo rest of the folks here, I think that *explicit* privacy statement needs 2 outline: what, how and for what purpose #sm91
@JasonFalls To echo rest of the folks here, I think that *explicit* privacy statement needs 2 outline: what, how and for what purpose #sm91
I'll be there! RT @JasonFalls: Hosting today's #socialmedia chat 12 ET. Topic: radical transparency & privacy. Follow #sm91 http://ar.gy/5tY
Expertise (perhaps used to be shared in other channels) - years of it - can contribute to this trustworthiness. Track record too. #sm89
I think trustworthiness is a huge part of influence that people overlook. U have 10mil followers - great! but do I trust you? #sm89
@DavidSpinks not necessarily. You can be an author (book = 1 platform) & be v influential. But has to be platform w/high entry barrier #sm89
@DavidSpinks not necessarily. You can be an author (book = 1 platform) & be v influential. But has to be platform w/high entry barrier #sm89
@shellykramer @kenburbary I think this type of analysis will never be fully automated. you need to use your head & interpret too #sm89
@DavidSpinks those aren't real influencers. Think about... if Twitter went away, would they still be influential? #sm89
@shellykramer @kenburbary I think this type of analysis will never be fully automated. you need to use your head & interpret too #sm89
@DavidSpinks those aren't real influencers. Think about... if Twitter went away, would they still be influential? #sm89
@techguerilla @techguerilla Klout is a start, but you need to do qualitative analysis too. You need to know the space #sm89
@Marc_Meyer YOU can't create influencers, they have to create themselves. You can become an influencer but it's a lot of hard work :) #sm89
@shellykramer influence is far too often confused with popularity in this space. U need reach but also need to be authority on subject #sm89
@kenburbary @ShellyKramer influence includes a lot of intangibles, so it can never be measured accurately, we meas. online behaviors #sm89
@shellykramer influence is far too often confused with popularity in this space. U need reach but also need to be authority on subject #sm89
@kenburbary @ShellyKramer influence includes a lot of intangibles, so it can never be measured accurately, we meas. online behaviors #sm89
@Marc_Meyer of course the consumer is more social than enterprise. A consumer is just that 1 person, doesn't need 2 align & sell value #sm84
Thanks for a great conversation, everyone! Thanks to @rwang0 for moderating / provoking thoughts, @marc_meyer for hosting us! #sm76
@ekolsky you are right, a lot of orgs will not choose to be transparent, but over time will be forced into it :) #sm76
me too :) RT @KathyHerrmann: @ekolsky And Im ok w agreeing to disagree. :-) (@themaria) #sm76
@ekolsky @chrisabutler yeah but a transparent experience (in regards to many things) is part of getting what you want, no? #sm76
@ekolsky also there's the issue of "forced transparency". If your product or cust experience sucks, other ppl will say it for you :) #sm76
@ekolsky for example, if I tweet a co. for help, I need a clear understanding of next steps: who, when, what. #sm76
@ekolsky I don't think it's overhyped at all. I think it's absolutely key in establishing org. readiness for social. #sm76
@mjayliebs I'm happy to co-author one with you :) It will be fun! #sm76
Agree. It's about a consistent experience RT @mjayliebs: Transparency is not about Kumbaya (IMHO) it is about visibility cc: @ekolsky #sm76
@techguerilla data sources are gonna change over time. It's fine if one gets turned off and the next one comes in. #sm76
@KnowledgeBishop we do (@attensity) re: routing for follow up. #sm76
@ekolsky you can do #scrm without transparency - hmmm maybe. But you can't (or rather, shouldn't) do social without transparency #sm76
@mjayliebs but it really should be a collab. effort. Like a taskforce. It can be headed up by the head of social media. #sm76
@mjayliebs I think it's gonna depend by company. I'm seeing mkting / cust support as primary drivers so far. #sm76
@ekolsky you can do #scrm without transparency - hmmm maybe. But you can't (or rather, shouldn't) do social without transparency #sm76
U just described @attensity :)RT @rwang0: I can take contact center app, monitor tweets & engage them back by linking 2 community post #sm76
RT @mjayliebs: #scrm is 20% tech, the rest is hard work, strategy and planning (HT - @ekolsky) #sm76
RT @KathyHerrmann: @KnowledgeBishop Need to build best of breed #scrm sys. Monitor: think Visible Tech, Attensity, Scoutlabs, Radian6. #sm76
@ekolsky @marktamis - I agree, insights have to be actionable & organized & also have a plan for follow-up (i.e. what's next) #sm76
RT @ekolsky: #SM76 #SCRM - only purpose 4 SCRM would be to create actionable insights from social content - rest is smoke and mirrors #sm76
Hello! Joining it a bit late for #sm76 - what are we talking about? #sm76
@ckieff the whole point of social media / relationship media is so that you can target & make meaningful connections. Not pay-n-spray #sm75
@ckieff otherwise, it's a simple ego boost that comes from validation when the "cool kids" wanna talk to you at lunch in high school #sm75
@ckieff being RT'd by the popular people only produces results when their audience matches yours. #sm75
@ckieff that's exactly the point. "Numbers" going up is meaningless, unless it's the **right** numbers. #sm75
Gotta run and do some work, been fun catching up on #sm75 with y'all. Keep it klassy, tweetchatters :) Thx for moderating, @chuckhemann!
@ckieff @kkish if @aplusk tweets about something his followers don't care about -- doesn't do me ANY good #sm75
@ckieff @kkish I would be happy if @aplusk was tweeting about me ONLY if and when his audience matched the audience I wanted to talk 2 #sm75
@chuckhemann but quant. metrics aren't all. so much of influence simply can't be measured #sm75
@chuckhemann (cont) also look at how far your message ripples, engagement with their content (are people commenting? sharing?) etc #sm75
@chuckhemann mix of qual and quant. For quant, look at their Klout score, look how often they recur in certain topics of convos (cont) #sm75
@toddysm that's why you need to define your goal first. That will drive your definition of action. #sm75
@chuckhemann relevance has everything to do w/influence. Influence is highly topical & contextual. I won't hire Perez to demo gadgets #sm75
Measure influence by rate that someone's action causes other people's actions. Has to be meaningful too. Clicking link - not so much #sm75
Q2: fist step to measuring ANYTHING is to define your goal and also the context. Influence is highly contextual #sm75
@chuckhemann reach is also not the same thing as popularity. Having followers/audience is reach. Popularity is somewhat topipcal #sm75
@techguerilla ROTFL #sm75
I kinda like that :) RT @Marc_Meyer: So the popular person can lead the horse to water and the influencer makes them drink...:) #sm75
@ckieff I disagree. It's entirely possible to be unpopular and influential. If you are influential, others can spread your message #sm75
@EJEllisTweets popularity DOES NOT drive influence. Popularity amplifies influence. Actual expertise & trust drive influence. #sm75
Influence is driven by trust and expertise. Popularity is just popularity. Most of the time it's vapid. #sm75
Influence is your ability to get people to do what you want them to do, the bigger the change in their behavior, the more influential #sm75
Influence and popularity have nothing in common. Except for sometimes it gets all tangled up together in social media. #sm75
@jaybaer However... if you are creating outbound initiatives, engaging "influencers" (god I hate that word), then u should consider it #sm70
@jaybaer in customer service, ur Klout doesn't matter - all are equal - see my blog http://bit.ly/bqoC8L: u answer phone when all call #sm70
@jaybaer in customer service, ur Klout doesn't matter - all are equal - see my blog http://bit.ly/bqoC8L: u answer phone when all call #sm70
Fully agree! RT @mjayliebs: @iMediaMichelle unfortunately, the customers own the brand, we can guide, but sometimes lose cc @themaria #sm70
Fully agree! RT @mjayliebs: @iMediaMichelle unfortunately, the customers own the brand, we can guide, but sometimes lose cc @themaria #sm70
Wow what a day! starting off with #sm70 then #socialmediahour w/@CathyBrooks, then off 2 some fun meetings. Need t2 finish this blogpost 1st
@jaybaer for example, we r building a robust analysis & routing capability that sends to right ppl within org, prioritizes, escalates #sm70
@jaybaer there are better ways to scale internally. Offloading on 3rd party is a bandaid fix. Need processes & better tools. cont... #sm70
@jaybaer reason I say that is b.c. no agency will ever care about client's clients more than the company itself. & also cultural stuff #sm70
@jaybaer I think agencies are good for "campaigns" like old spice but for real longterm engaement, co.is better doing that. #sm70
@techguerilla they are both awful. Just as bad is an automated response. "Hi call the 800 number" ummm... no... #sm70
@techguerilla I dunno, not showing up at all is pretty bad too. Expectation can be implicit in the eyes of the customers. #sm70
A1: also company shouldn't engage in SM *UTIL* it knows its OBJECTIVES!! Need to know why u r doing it AND how u intent to get there. #sm70
@techguerilla I dunno, not showing up at all is pretty bad too. Expectation can be implicit in the eyes of the customers. #sm70
A1: Company should not engage in SM when its potential / existing customers, consumers, partners, etc aren't on SM. #sm70
@ambercleveland got it thanks! #sm70
Amen! RT @techguerilla: @jaybaer Secondly, and I realize not popular opinion, but SM just isnt right for all businesses #sm70
Hi hi! What's the question? #sm70
@mjayliebs although I just joined & don't know context, I'd posit that SM is NOT only a channel. It changed a lot of stuff #sm70
Hi hi late to #sm69 - what's the Q?
Great discussion! Gotta run! Thanks @theblackfin for moderating! See you next week! #sm68
@ambercleveland that would be HOT! #sm68
@andrewmueller minority of small businesses record, track and act on frequent buyer behaviors. #sm68
it's like @foursquare meet groupon! :) @MikeFraietta @EFulwiler @TheBlackFin re: deals for group check-ins #sm68
Yep! that's still minority:) RT @andrewmueller: @themaria Businesses know their real mayors who prob. dont bother w/Fsq & reward them #sm68
Yep! that's still minority:) RT @andrewmueller: @themaria Businesses know their real mayors who prob. dont bother w/Fsq & reward them #sm68
Besides @foursquare is easily gamed. Some d-bag checks into my apt & all businesses 3x per day & no one else can be mayor. I gave up #sm68
Besides @foursquare is easily gamed. Some d-bag checks into my apt & all businesses 3x per day & no one else can be mayor. I gave up #sm68
@MikeFraietta @foursquare wld be a lot more useful if more businesses rewarded their mayors :) I stopped trying. No point. #sm68
@TheBlackFin I work in social media, so my answer is NOT representative of gen pop, but I'm on mobile, soc net, geo ALL THE TIME #sm68 #sm68
@TheBlackFin I work in social media, so my answer is NOT representative of gen pop, but I'm on mobile, soc net, geo ALL THE TIME #sm68 #sm68
@MikeFraietta @foursquare wld be a lot more useful if more businesses rewarded their mayors :) I stopped trying. No point. #sm68
@TheBlackFin I work in social media, so my answer is NOT representative of gen pop, but I'm on mobile, soc net, geo ALL THE TIME #sm68 #sm68
@TheBlackFin i agree. a good app needs to leverage native apps like sms, phone, location, etc. But user must opt into location sharing #sm68
frm recent whitepaper we did: 78% smartphone users access browser, 80% access mobile apps, soc nets are most accessed (30 mil users) #sm68
frm recent whitepaper we did: 78% smartphone users access browser, 80% access mobile apps, soc nets are most accessed (30 mil users) #sm68
RT @jdlasica: I suppose it's ironic that we did this on Twitter rather than FB. So far, Twitter hasn't shown world domination tendency #sm60
@jdlasica hopefully this will educate people & empower them 2 ask Qs, as well as make other soc nets go xtra mile to explain/educate #sm60
@CoryOBrien true, I didn't see where you were going with this one but now I do :) It can give us marketers & SM data folks a bad name #sm60
@CoryOBrien being creeped out is the least of our problems right now. Private info falling into wrong hands -> much more dangeours #sm60
RT @nigellegg: If you don't want people to know, keep it off the internet. Disclosure can lead to Divorce, however strict privacy is. #sm60
@jdlasica if we can't vote on a president, we aren't gonna vote on FB features. U think ppl will sit down to understand them? No way! #sm60
There's nothing wrong with marketers using data created by any network AS LONG AS the user who created content knows it's public #sm60
I agree RT @JoeKikta: @jdlasica I think some marketers will get themselves in trouble w/ access to this info. Backlash always comes #sm60
@hurriednotes it's not about soc. networking alternatives. it's about the network effects - u gonna be where ur friends & clients are #sm60
@hurriednotes it's not about soc. networking alternatives. it's about the network effects - u gonna be where ur friends & clients are #sm60
Me too. But pesky network effects keep me on FB! RT @conniereece: @techguerilla I'd leave FB in heartbeat if viable alternative. #sm60
Me too. But pesky network effects keep me on FB! RT @conniereece: @techguerilla I'd leave FB in heartbeat if viable alternative. #sm60
Ummm, disturbing! > RT @jdlasica: For those who haven't seen the Evolution of Privacy on Facebook: http://bit.ly/99W7t9 #sm60
They got us by the balls RT @ryanoburch Problem w/FB privacy: What can anyone rly do about it? Who will delete their acct @ this point?#SM60
They got us by the balls RT @ryanoburch Problem w/FB privacy: What can anyone rly do about it? Who will delete their acct @ this point?#SM60
@jdlasica re: FB going too far with "open graph" - I think they went too far with their terminology - this is confusing to average Joe #sm60
@jdlasica re: FB going too far with "open graph" - I think they went too far with their terminology - this is confusing to average Joe #sm60
@jdlasica re: FB going too far with "open graph" - I think they went too far with their terminology - this is confusing to average Joe #sm60
Hello, just joining in #sm60 - what are we chatting about?
@danperezfilms true, everything depends on objectives. We are building a SCRM system, and that's really where things will be going #sm59
@danperezfilms yep, see one of my last tweets. you can & should track, it's difficult, but that's why you need a great SCRM execution #sm59
RT @sanchezjb & @ActiveIngreds & @iMediaMichelle U can't become a true social biz, unless u raise new gen of social employees< Oh yeah!#sm59
@AndrewMueller @JohnFMoore absolutely! your nonfinancial impact BETTER turn into financial later, but causation is diff. to track #sm59
@KseniaCoffman funny u mention, i just gave a talk on it last week. metrics depend on ur SM objectives which depend on org. objectives #sm59
@karimacatherine @nigellegg best & worst thing about SM is that you can measure it - makes ppl want to focus on short term 2 much #sm59
Need right culture first. RT @JohnFMoore: Reminder for #sm59 disc. #sm is but one piece of a cust. engagement strategy. Not a silver bullet
@jaffejuice @jaffejuice agree - it's all about acting "small" & engaging as humans with custs, but need to "socialize" enterprise 1st #sm59
@ckieff @MikeFraietta @karimacatherine @JohnFMoore I agree re: automation. We r working on automation in regards 2 routing of content #sm59
@danperezfilms oh it never ceased, except for now things are a lot more public and transparent, so it's no longer an option for co's #sm59
@danperezfilms oh it never ceased, except for now things are a lot more public and transparent, so it's no longer an option for co's #sm59
@danperezfilms customer service is the new selling :) #sm59
@StephanieSAM yep everyone has own definition of scrm. To me it means enterprise-wide listening & engagement to enrich cust experience #sm59
#sm59 hello evryone! Oooh my fave topic today: SCRM and retention! What was the first Q?
@danperezfilms customer service is the new selling :) #sm59
@StephanieSAM yep everyone has own definition of scrm. To me it means enterprise-wide listening & engagement to enrich cust experience #sm59
#sm59 hello evryone! Oooh my fave topic today: SCRM and retention! What was the first Q?
@AndrewMueller and belonging to a tribe won't happen unless i am 1. passionate about the product / ux or 2. passionate abt cause #sm58
@AndrewMueller exactly! I think ALL those go under KILLER product & cust svc, which to me mean KILLLER user experience cc @ryankuder #sm58
@AndrewMueller in the end we always agree b.c. we end up in the same place but thru different perspectives. diff'rent strokes :) #sm58
@AndrewMueller but yes, I agree about emotions - they are important. but you still need a great product. that's what causes emotions. #sm58
@AndrewMueller emotions go either way. Bad product & service hook into my emotions much more than good - I share those stories too :) #sm58
Great chat today! Thanks @kyleplacy for moderating and @jasonbreed and @marc_mayer for hosting. #sm58 FTW!
@AndrewMueller why wouldn't it be? a killer customer advocate with a killer story is much more effective for your biz than anything #sm58
@denisegass remember: they will tell stories about you depending on how good u are. For a good story, you need killer user experience #sm58
@denisegass absolutely! feedback is awesome - all of it, esp. critical feedback. but the Q was how do u get ppl to tell stories abt u? #sm58
@karimacatherine yes, it's about perception AND taking action based on that perception :) #sm58
YES!! RT @summerjoy: RT @techguerilla @kyleplacy Q3: killer product or nothing else matters. u can polish a turd but it's still a turd #sm58
Sure you can create buzz around something if your Soc Media person is good :) But it won't sustain if your product is crap #sm58
@denisegass yeah exactly, you'd *settle* for ok product, but would you really create AND share stories about them? methinks not. #sm58
@kyleplacy what do you mean, is that all? :) that's A LOT. *very* few co's have great product, let alone customer service #sm58
A3: for example I always advocate for @VirginAmerica and have stories about them like this one http://bit.ly/dgP2p9 #sm58
A3 - the only way to get customers to advocate for you is to give them a KILLER product with KILLER cust svc. #sm58
@Marc_Meyer storytelling and messaging are not technologies. #sm58
However.... if you compare $ value of storytelling vs. messaging, it's a bit more hairy, as financial impact is further down the line #sm58
Messaging is not suited for soc med. You can't really message outside of your fanpage on FB. Leave messaging to email mkting #sm58
Q2 value of storytelling is increased engagement, more street cred, increased awareness & emotional connection b.c. it's authentic. #sm58
Q2: storytelling IS the new messaging. soc med is abt personal & open communication, which is made up of stories, like a good blogpost #sm58
@Shanan_S yes, baby steps of sharing are key. like with anything, there must be an easy-to-follow onramp. #sm58
@karilucin @marc_meyer exactly! but when I do care, that's when I comment. Caring and alignment of passions are key! #sm58
A1: you also need to start the conversation. draw them into a discussion, make clear how they will get more clout as community member #sm58
A1: I don't think you go from lurker to influencer in 1 step. From lurker to participant: make it clear what the community rewards are #sm58
@randygiusto check out @klout - they do a nice job of measuring influence #sm55
Agree. We meas. everything on trendline RT @tacanderson 4 me real value of score card is change over time. meas. progress vs activity #sm55
@JoeKikta @nigellegg ROI can only be meas. if you talking about $. Otherwise,it's a non-financial impact. Need both: finan & non-finan #sm55
@tacanderson if conversions is what u r after then count conversions. If cust satisfaction, then measure sentiment, esp on a trendline #sm55
@tacanderson re: Q3 - what u measure depends on ur goals. For awareness measure volume of mentions, SOV against compet, growth of SOV #sm55
@tacanderson planning: figure out goal, this will drive metrics, ID metrics, channels, create content, reach out to whoever u need #sm55
@tacanderson really depends on goal behind the program: was it to raise awareness, increase traffic or signups - meas depends on that #sm55
This Town's Not Big Enough For The Two of Us: Social Media Marketing (SMM) vs. Traditional Marketing
Thanks @BethHarte for moderating a great convo! Thanks @marc_meyer @jasonbreed for hosting! Always a win! #sm54
@karimacatherine I agree. SM is NOT just mkting. It cuts across silos. Or at least it should. If not, u r in trouble cc @AndrewMueller #sm54
RT @BethHarte: At the end of the day, "outside-in" thinking is necessary. How do our cust want to receive info? Where to 'they' go? #SM54
nice! RT @ryanoburch ROI can also include the money company SAVES by utilizing SM @evo_terra here in PHX did a great preso on SMM ROI #sm54
.@BethHarte ROI is extremely misused; not always possible. There r financial & non-financial impacts (I learn from @thebrandbuilder :) #sm54
couldn't agree more! RT @andrewmueller: Anyone who draws the line between traditional and social marketing has missed the boat #sm54
couldn't agree more! RT @andrewmueller: Anyone who draws the line between traditional and social marketing has missed the boat #sm54
@erichayward yep, but you can meas. awareness with SM better than trad. mkting - can meas. # of mentions - we do that at @biz360 #sm54
RT @BethHarte & @KellyeCrane: Knowing SM tools vs understanding mkting are v diff. Too many co's forget this when hiring consultants #SM54
.@BethHarte depends on what you mean by accountable. Do you mean measurable? Then yes, u shld meas. SM but metrics are diff #sm54
So true! RT @JoeKikta: Non-marketers sometimes better at engaging. Can teach trad. marketers. #sm54
smart marketers have been integrating traditional & social all along. Its always been a multi dimensional game #sm54 /via @firebelly - agree
.@BethHarte sm, if measured & monitored correctly, can help drive all those: prod, pricing, distrib, messaging #sm54
#sm54 even crazier: some more socially tailored ads appear via trad channels. Example pepsi refresh everything: online crowdsource w/tv ads
.@BethHarte ppl will still watch tv, even if it's on web, so ads will still be there but inside web viewer. Both traditional, & new #sm54
.@BethHarte I don't think it will ever replace; both are complimentary. But even traditional billboards may become more dynamic #sm54
Thanks for a great chat, thx to @marc_meyer @jasonbreed for hosting and to the amazing @jaybaer for moderating! #sm53
V. cool -> RT @jaybaer: #sm53 Also intrigued by Hist. Channel et al running geo-specific info ads on 4sq. "treaty of x signed in this bar"
@jsandford @jaybaer I was actually working on a project like that before I got employed full-time - progressive checkins #sm53
I'd also show a store-specific leaderboard to get ppl's competitive juices flowing. And there MUST be a financial reward 4 frequency #sm53
Interesting -> RT @jsandford: @jaybaer I go back to printing QR codes for menu items in restaurants. Let me scan and rate. #sm53
Interesting -> RT @jsandford: @jaybaer I go back to printing QR codes for menu items in restaurants. Let me scan and rate. #sm53
You need to know when folks are in the are, so you can give them an offer that's relevant to their day :) #sm53
Training is key! RT @karimacatherine: Know you customers, train front-line staff on good cust service and give a damn good service. #sm53
@jaybaer to boost check-ins, i'd have a program to reward mayors and frequent visitors and buyers. #sm53
Agreed! RT @jaybaer: It's a time suck, but ability for biz to read their customers' minds is such a huge advantage - CAPITALIZE ON IT. #sm53
@jaybaer why choose? I'd do both. A solid monitoring platform should let you listen to all of those and bring them into one place #sm53
@kenburbary oh absolutely! Listening & monitoring is the name of the game. Just so happens I work for a monitoring platform @biz360 :) #sm53
@jaybaer realtime info sharing can be huge. in NYC, some1 hacked a twitter bot that collected realtime info abt how long the line was #sm53
@jaybaer I believe yes, realtime reviews can improve cust. exp, but first businesses have to know that this is going on. #sm53
Check-ins & geotagged content gives more credence 2 reviews. I tend to get reviews & tips from ppl I'm friends with -> trust it more #sm53
Check-ins & geotagged content gives more credence 2 reviews. I tend to get reviews & tips from ppl I'm friends with -> trust it more #sm53
Hello all, joining a bit late, what's the question on today's chat? #sm53
@jsandford @EdHartigan @bdresher @jimstorer @kenburbary @dbrazeal Great chatting with you & thx for great insights! #sm49
@billrobbCisco @karimacatherine @lukenoffke @AndrewMueller @gregverdino great chatting with you & love the insights #sm49
@AndrewMueller you can't blog on the internet for example - you need a platform to publish #sm49
@gregverdino it's the platform AND the aggregator AND the filter that are going to be the NBT - otherwise we'll all go insane #sm49
@gregverdino yep I think the NBT is micro-everything - but that micro-everything still needs a platform, and that platform is the NBT.#sm49
@jimstorer @bdresher agree. twitter is not a community. but it's a community platform and community enabler #sm49 #detailsdetails
@bdresher @gregverdino Good point! I was talking abt U.S. market, but same logic applies - if custs & compet r there, u shld be too #sm49
Yep! RT @billrobbCisco: @gregverdino there's still 1st mover advantage. if your customers and competitors are there, youre losing. #sm49
@KseniaCoffman S.O. = shiny object. It's also significant other, but that's beyond the scope of this convo :) #sm49
@gregverdino yep. and it's that "just coz everyone's doing it" mentatlity that I have a HUGE problem with. #sm49
@gregverdino right! I wasn't saying FB is old, I was comparing friendster to FB, and how ppl left Friendster to go to FB #sm49
@gregverdino i don't think blogging is a S.O. really - it's a platform 2 share expertise: companies need that. and it's great 4 SEO :) #sm49
ultimately tools will become "old" when the public no longer sees usefulness in the sm tool and moves 2 smth else (friendster -> fb) #sm49
@gregverdino and you can do a lot of new things with old channels if they are flexible (twitter flexible, friendster not) #sm49
@gregverdino master is not the right word. channels aren't there 2 b mastered - they evolve daily & users often shape it (ex: Twitter) #sm49
@gregverdino & finally, MEASURE! If u r testing out an S.O. - be clear why you are doing it, how u will measure, what success means #sm49
@gregverdino spreading yourself thin via existing efforts PLUS S.O. - recipe for failure. #sm49
@gregverdino spreading yourself thin via existing efforts PLUS S.O. - recipe for failure. #sm49
@gregverdino also do you have the resources 2 consistently engage *well* in all these venues? Pick few that work. Otherwise u look bad #sm49
@gregverdino also, are you ready as an org to be engaging the way you need to via this S.O (example: Twitter isn't right for all co's) #sm49
@gregverdino well, first look at what type of customer you want to engage with, then see if they are using the new S.O. #sm49
@dbrazeal then it's not chasing, it's testing :) Very different #sm49
You should only adopt a S.O. if it's in line w/your strategy & leads u 2 where ur custs are. Grabbing S.O. is like grabbing at straws #sm49
@dbrazeal then it's not chasing, it's testing :) Very different #sm49
You should only adopt a S.O. if it's in line w/your strategy & leads u 2 where ur custs are. Grabbing S.O. is like grabbing at straws #sm49
.@gregverdino yep that's my def'n too. To avoid that, never adopt a tool 4 sake of a tool - it needs to bring you closer 2 end goal #sm49
RT @kenburbary: List of listening/monitoring/analytics tools that can help get started in social segmentation - http://bit.ly/iewwR #sm48
RT @kenburbary: List of listening/monitoring/analytics tools that can help get started in social segmentation - http://bit.ly/iewwR #sm48
@techguerilla @CoryOBrien Amen to that! #sm48 #skynet
@techguerilla @CoryOBrien Amen to that! #sm48 #skynet
RT @jasonbreed: Remember masterful tweets of @kenburbary w/ 2day's summary here http://hashtagsocialmedia.com/event/48. Ready to go! #sm48
@CoryOBrien @techguerilla Machines, until we reach a true level of Artificial Intelligence, will never interpret as well as humans #sm48
concur! RT @adamcohen: Great job @kenburbary hosting today's chat! #sm48
@CoryOBrien @techguerilla I don't agree. Premium tools allow to prioritize social content by relevance and influence #SM48
@adamcohen no, no search rate limit, but I did stop getting my tweets :( #sm48
@kenburbary another way to segment is by sentiment - separate brand champions from those w/ cust svc issues from loyals 2 competitors #sm48
@kenburbary one obvious way to segment is by channel - where are customers hanging out and talking #sm48
@kenburbary @techguerilla how to separate signal from noise - use advanced analytics - see which articles & tweets r most influential #sm48
@kenburbary re: tools that can be used - monitoring platforms like @biz360 can help you understand trends & what ppl want / don't want #sm48
@kenburbary @adamcohen I agree - traditional segmentation is only a start, but it's not granular enough for SM channels\ #sm48
@kenburbary I agree - segment and then engage. But not segment in the traditional marketing sense. #sm48
@kenburbary re: Q2 - mass engagement? that's an oxymoron - real engagement is a lot more granualar #sm48
@CoryOBrien :) In the meantime, I think this blogpost by @sonnygill hits the nail on the head here http://bit.ly/c5JplG #SM47
@CoryOBrien you know what? You just gave me an idea! I'm gonna use @biz360 to measure sentiment & coverage around this. stay tuned... #SM47
@CoryOBrien And on a selfish note, I'm happy that someone is standing up for comfort / safety of ALL passengers, not just the big ones #SM47
@nigellegg true. Which is why measuring sentiment and coverage, #hashtag can be a diluted measure. I'd go by keywords first. #sm47
@nigellegg true. Which is why measuring sentiment and coverage, #hashtag can be a diluted measure. I'd go by keywords first. #sm47
@correlationist @CoryOBrien @kdpaine Really? Not me. I consider the source first & if it's a source like Kevin Smith, I don't pay attn #sm47
@kdpaine @CoryOBrien never! SM sometimes tends to amplify non-issues, that's one of my gripes with it. Too much noise. #SM47
@kdpaine unfortunately, I haven't read your book :( Not yet at least :) But I'm a huge fan of measurement and work in the space #sm47
Thank you so much to @kdpaine and everyone else who showed up to #sm47! What a GREAT convo!!!!
@kdpaine exactly! I wonder if I can measure sentiment in that statement? :) P.S. I'm with pepsi too :) #sm47
@kdpaine @reputrack but even with humans, how do you get into the walled garden of FB? If data isn't there, sentiment doesn't matter #sm47
@CoryOBrien @kdpaine it also depends on how you define competition. Great book "Blue Oceans of Strategy" #SM47
@RepuTrack makes sense. but there are so many vendors offering so many things, that one is bound to find what they are looking for :) #sm47
@CoryOBrien yep, case in point: ppl who won't be named vs. SouthWest Airlines :) #SM47
@billrice haha or a pepsi? now go measure sentiment on coke vs. pepsi :) #sm47
You'd be surprised how this is news to ppl RT @kdpaine: @RepuTrack #sm47 you need 2 meas. medium/forum/network where your customers are.
I agree! RT @kdpaine: @correlationist #sm47 I think it's more important to look for & track trends in complaints than respond to every one
@RepuTrack @kdpaine not sure what the context was of your forum comment, but we do forums at @biz360 #sm47
@kdpaine @kdpaine I'd measure positive and negative for me and competition. Just hire more ppl to do it :) All are important #SM47
@kdpaine why negative? Not saying it's wrong but payoff from empowering brand advocates is powerful. But bad WOM is powerful too #SM47
@CoryOBrien Great Q! It depends on what my biz goals are. Am I more concerned with managing bad WOM or empowering users? #SM47
@kdpaine @joekikta re: whiners: and many whine repeatedly. They are called trolls. Can't and shouldn't respond to all. #sm47
@MaryAnnHalford @joekikta it is not possible to respond to every tweet, unless you have 1+ CM's #sm47
@kdpaine well first you need to know what matters, then measure it, then do smth about it, then measure it again #sm47
@socialtality Ok i'd buy that. Good first step #sm47
@eamcc sure thing! in your monitoring solution, you shld look 4 assignment capability - at article level - leverage internal expertise #sm47
@jasonbreed @techguerilla things can be done to make the sentiment engine ever smarter. 4 Example: we start w/human & machine learns #sm47
@RepuTrack agree. that's a great way to look at it. Use sentiment to define area of focus: is it cust svc, innovation, etc #sm47
@RepuTrack agree. that's a great way to look at it. Use sentiment to define area of focus: is it cust svc, innovation, etc #sm47
@tomob but when measuring sentiment against your brand, why start at category level? cc: @kdpaine #sm47
@Marc_Meyer Agreed! Another imp. thing to look at is how far those negative or positive "ripples" spread -virality and influence #sm47
@eamcc never seen whole sentiments assigned, but seen individual articles assigned. Would make sense to assign whole sentiments too #sm47
@jasonbreed re: Q2 - depends on what the goals are! sentiment analysis can't be used in a vacuum. It's a piece of the bigger puzzle #SM47
@CoryOBrien @kdpaine but what about statements that have negative AND positive elements? I'd think they should be mixed, no? #SM47
@kdpaine @socialtality I agree. Slang and regional undertones make it v hard to measure sentiment. #sm47
@kdpaine at @biz360 we measure sentiment on article level and topic level - so that's another way for Toyota to approach situation #SM47
@kdpaine In Toyota's case neutral or mixed they can hope for. But velocity of sentiment is important too - today vs week ago 4 example #SM47
RT @sonnygill: RT @Marc_Meyer A little less than 5 mins to Today's #socialmedia tweetchat w/ @kdpaine. Topic: sentiment analysis in SM #sm47
RT @Biz360 Join Biz360 demo of Soc Media Monitoring & Measuring Platform, TODAY @11 am PT http://bit.ly/5VfJYM #socmed #socialmedia #smb #fb
@CoryOBrien yeah I agree. Some industries do not need to be social at all. manuf is a good example. they aren't B2C either #sm42
Join Biz360 demo of Social Media Monitoring & Measuring Platform, TODAY @11 am PT http://bit.ly/5VfJYM #socmed #socialmedia #smb via @biz360
