Social Media ListeningA CASE STUDY

Tyler Thomas - @TylerAThomas#UNLTT

Social Media “Listening” is important

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We Know • WE CAN FOLLOW USERS • USERS CAN FOLLOW US• USERS CAN MENTION US • USERS CAN TAG US IN

POSTS• USE OUR

BRANDED/PROMOTED HASHTAGS

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But what happens when they don’t?

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@GWGOES2COLLEGE

@D_CLAWS

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Our Social Media

Listening Goals

• PROVIDE GREAT CUSTOMER SERVICE• MITIGATE ISSUES• MANAGE RISK• ENGAGE USERS WHERE

THEY ARE• KNOW WHAT’S BEING

SAID:›› ABOUT US›› BY WHO›› WHEN ›› IDENTIFY INFLUENCERS#UNLTT

Introducing Brand Keywords, Phrases & Locations

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@GWGOES2COLLEGE

@D_CLAWS

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Brand Keywords &

Phrases

WHAT WORDS ARE USERS SHARING CONTENT WITH?• ARE THEY USING YOUR

BRAND NAME?• ARE THEY USING SHORT

VERSIONS OR ACRONYMS? • DO THEY SPELL

CORRECTLY?• WHAT HASHTAGS?#UNLTT

Brand Keywords &

Phrases

WHAT WORDS OR PHRASES SHOULD YOU EXCLUDE?• ARE THERE OTHER

ASSOCIATIONS OR PHRASES YOU SHOULDN’T INCLUDE IN YOUR SEARCH?

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Where are users sharing?

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@GWGOES2COLLEGE

@D_CLAWS

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Right now, we listen where we post, but what about other digital streams?

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Where• SOCIAL MEDIA

PLATFORMS ›› ARE YOU CHECKING LOCATION CHECK-INS›› LOCATION PHOTO TAGS (‹‹INSTAGRAM››) • YOUTUBE• TUMBLR & OTHER BLOGS• RSS FEEDS

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@GWGOES2COLLEGE

@D_CLAWS

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WhyWE CAN BETTER ACCOMPLISH OUR GOALS BY • OPENING NEW STREAMS

OF ONLINE COMMUNICATION • NEW OPPORTUNITIES TO

ENGAGE USERS• FIND USER GENERATED

CONTENT• CONNECT WITH KEY

INFLUENCERS #UNLTT

@GWGOES2COLLEGE

@D_CLAWS

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@GWGOES2COLLEGE

@D_CLAWS

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@GWGOES2COLLEGE

@D_CLAWS

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DRAG PICTURE TO PLACEHOLDER OR CLICK ICON TO ADD

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@GWGOES2COLLEGE

@D_CLAWS

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What’s next?

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What’s Next?

• A SMALL GROUP IS ACTIVELY TESTING AND EVALUATING TOOLS THAT ASSIST WITH ONLINE LISTENING AND WE HOPE TO BRING A SOLUTION TO CAMPUS• START YOUR LIST OF

KEYWORDS & PHRASES• UNCOVER LOCATIONS

THAT MAKE SENSE FOR YOUR GROUP• SET UP GOOGLE ALERTS

OR OTHER SEARCHES THAT ACTIVELY “LISTEN” ONLINE FOR YOU.

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Thank You!QUESTIONS?

Tyler Thomas - @TylerAThomas#UNLTT