Do You Hear the Whos?

Social Listening Strategies

By Noland Hoshino | Bcause Media Social Communications

Define Objectives

Why should you listen?

Short-term Objectives

Long-term Objectives

1

2

Who Should You Listen To

The Whos

The Yous

The Yahoos

The Whos • Community

• Influencers

• Supporters

• Demographics

• Location

The Yous • Key personnel in

your organization

• Social media accounts

• Water cooler

The Yahoos • Competitors

• Nay-sayers

• Threats

• Yappity-Yap

What to Listen For

• Brand Monitoring

• Competitive Intelligence

• Industry Monitoring

• Thought Leadership

• Lead Generation and Sales

Source: Radian6.com

What to Listen For

• Customer Service

• SEO (keywords)

• Crisis Communication

• Product Development

• Advertising and Marketing Effectiveness

Source: Radian6.com

Prioritize

Tic Tock

Use (Free) Tools

• Social Mention

• Twazzup

• Addictomatic

• LinkedIn Signals

• Monitter

• Keotag.com

• Netvibes and iGoogle dashboards

• Amplicate (sentiment rating)

• Content Idea Generator http://goo.gl/yKiFK

Build Your Team

Here. There. Everywhere.

Listen. Take a Deep Breath. React.

Develop a Plan

CRESA 911 – Clark Regional Emergency Services Agency

American Red Cross Digital Operations Center | Photo: Fastcoexist.com

Be Like Horton

“A person’s a person, no matter how small”

Source: Dr. Seuss book Horton Hears a Who!

Noland I Am (not Sam)

Noland Hoshino Social Good Marketing Strategist at [B]cause Media

Creator and co-author of SMO Books series at SMObooks.com

@NolandHoshino

LinkedIn.com/in/NolandHoshino

Pinterest.com/NolandHoshino

Exercise

(keywords, search terms, industry trends)

(person, place or thing, influencers, competitors)

(tools and tactics)

(name | contact | expertise)

What to Listen For • +/- Company name

• Names of products or services

• Misspellings

• Industry terms/keywords

• #hashtags

• Competition product

• Key issues

• Sentiment

• URLs

Who to Listen to • Community chatter

• Public perception

• Response to advertising messages

• New customers

• Crisis conversations

• Potential threats

• Specific person

• Names of key employees

• Conferences and events

• Twitter handles

• Industry experts

• Competition key personnel

Tools and Tactics • Hootsuite. Integrates top social channels including Facebook, Twitter, and Linkedin

allowing you to manage, measure and monitor all social activities from one dashboard.

• TweetDeck. You can track conversation, customize layouts; join a conversation of your choice and stay updated with its insights.

• Social Mention. It allows you to track and measure what people are saying about you, your company, a new product, or any topic across the web’s social media landscape in real-time.

• Addictomatic. Instant listening dashboard that searches the best live sites on the web

• Monitter. Monitors the Twitter world with keywords and relevant tweets live stream

• Monitor This. Searches 25 different search engines.

• Twazzup. Filters the news on Twitter and identifies the influencers on given topics.

• Netvibes. All-in-one dashboard intelligence platform for real-time social media monitoring

** Ask your colleagues what social listening tools are they using

** If you’re still unsure, Google it. There is an app for it!

Response Team

NCVS 2012

(tools and tactics)

(name | contact | expertise)

#NCVS, #NCVSYouth #TurningPoint,

#NCVSHON, Volunteering, Volunteer

Conference

@NCVS @amyrsward @ntenhross

NPower's Melinda Chang @bobfilbin

@volmatchRobert @NolandHoshino

People in the room

• Hootsuite

• Meet face-to-face at conference