social media listening (usfws)

Power Listening:Tips for Strategic Monitoring on Social Media

By Danielle Brigida National Wildlife Federation

In this session we’ll cover…

• 10+ Listening sites and tips• Gathering feeds to make a dashboard• Engaging with people around your topic• Track mentions and explore allocating

resources

Main Ways to Listen Online

Keywords – Your Agency Name– Key individuals– Branding mistakes– Program references

Referring Traffic– Google Analytics– Omniture– Facebook insights

What You’ll Need to Create a Free Dashboard

• An RSS Reader – Bloglines, Netvibes, Feedly• A list of social search sites/news search sites• Dedication to finding the feeds• Ability to identify that they don’t always work

You Use Search All the Time

Just RSS Your Searches!RSS = Real Simple Syndication

Social Sites to Search

•Socialmention•Icerocket•Search.Twitter•Boardreadr•Kurrently•Search social sites

Social Mention

Boardreader

Icerocket

Kurrently

Search Individual Platforms: Twitter

Topsy and Plus.Topsy

Subscribe Your Search Results

Organize Your Mentions

is Your Friend

• Google Analytics• Google Alerts• Google Trends• Google Blog Search• Google Webmaster

Step 1: Listen

•Google - Trends- Alerts- Reader (RSS feed)

- Forms (survey, polls)- Keyword search

•Survey/Polls- Surveymonkey.com- Polldaddy.com

Research Your Audience

Create a “Dashboard” You’ll Actually Use

• Comment on posts and mentions

• Track mentions• Send updates to

other staff • Be willing to be

engaged and informed by your audience

You’ve Listened, Now What?

Engage and Comment

21

Can you add value?

Evaluate the purpose

Respond in kind & share

Thank the person

Unhappy Customer?

DedicatedComplainer?

Comedian Want-to-Be?

NegativePositive

Yes No

Do you want to respond?

No Response

No

Yes

Take reasonable action to fix issue and let

customer know action taken

Are the facts correct?

Gently correct the facts

No

No

No

Yes

Are the facts correct?

Does customer need/deserve more

info?

Yes

Explain what is being done to correct the

issue.

Yes

Is the problem

being fixed?

Yes

Let post stand and monitor.

No

Yes

NoYes

Yes

Assess the message

© Alitmeter Group

Comment Flowchart

Tracking Mentions: Google Scripts

Be Strategic About Engagement

Remember…share what you learn!

Mentions tool: https://en.mention.net/

Social CRM

How are you listening on social media?

Questions?