Download - 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?