monitor, analyze, discover, engage
DESCRIPTION
Dow Jones Event for Public Relations & Corporate Communications 20 Jan 2010, Singapore John Kerr, Lars VoedischTRANSCRIPT
|© Copyright 2010 Dow Jones and Company
Dow Jones Expert Series for Public Relations & Corporate Communications
Monitor Analyze Discover Engage
Social or not – it’s Media Relations
Lars Voedisch Regional Head – Media Intelligence, APACDow Jones and Companywww.twitter.com/larsv
Real time is the new prime time
John KerrRegional Director Edelman Digitalwww.twitter.com/johnkerrnz
Singapore, 20 January 2010
• Listen more strategically to the news and buzz affecting your organization and your brand by having a 360 degree view of events and conversations wherever they are happening – in print, web or social media from local to regional to global.
• Gain a better understanding of how your campaigns are performing and how you can adjust for greater success
• Discover opportunities and risks
• Engage your stakeholders on message, in conversations and with understanding
John KerrRegional Director, Edelman Digitalwww.twitter.com\johnkerrnzhttp://dconsortium.wordpress.com/
20 January 2010
When it comes to social media, what is the first thing a communicator/marketer should do?
A. Build a Facebook Page
B. Engage in a listening campaign
C. Come up with a big idea/underlying theme
ANSWER B: ENGAGE IN LISTENING
Before launching a specific program or coming up with a grand idea, you can ready yourself for success by gathering the information needed to reach an intimate understanding of local consumers. How do our customers engage across the social landscape in your market and what are they saving about our products? How is our competition utilizing social marketing?
You can gain these insights by actively listening, watching, gathering and learning from the online landscape before diving in. It is one of the reasons Edelman undertakes a huge amount of research on reputation drivers and online/offline impact.
Need to Hear Message 3-5 Times to Believe It
Social Now Mainstream
11
The Solution?
1. Ubiquity and Embassies
2. Multiplicity and Diversity
3. Discoverability and Integration
The New Rules
Be First +Act Small +Be Honest +
Be Personal +Offer More than Branding +
Establish and Maintain a Dialogue +Contribute without Expecting Back +
=Be Authentic
Setting the Context
Understanding the Landscape
Create the Relationship
Find the Sweet Spot
Maturity in Social Media
ENGAGEWhat’s the best
method & platform for engagement?
ENGAGEWhat’s the best
method & platform for engagement?ANALYSE
What are the insights to leverage?
ANALYSEWhat are the
insights to leverage?LISTEN
What’s already being said, where
and by who?
LISTENWhat’s already
being said, where and by who?PLAN
What do I want to achieve ?
PLANWhat do I want to
achieve ?
MeasurementMeasurement
STRATEGIC ENGAGEMENT PLAN
Why is Planning & Listening Essential?
Effective Planning
OALS
ESOURCES
VIDENCE
UDIENCE
IME
What are you trying to achieve?What are you trying to achieve?
How much time, budget, manpower and expertise do you have to invest in social media?
How much time, budget, manpower and expertise do you have to invest in social media?
Has your target audience been engaged successfully via social media before?
Has your target audience been engaged successfully via social media before?
Who are your target audiences and what do you already know about them?
Who are your target audiences and what do you already know about them?
Can you commit to a long-term relationship building campaign?
Can you commit to a long-term relationship building campaign?
G
R
E
A
T
Step 1: LISTEN: Conversation Audit - Aviva and related issues
Step 2: Identified influencers online
Step 3: The Big Idea: Moneybanter.com.sg
Step 4: Content and Engagement Framework
Step 5: Branding and Infrastructure
Step 6: Measurement: Google Analytics
Step 7: Sustaining the Momentum
Listening Drives Engagement for Aviva
The most important thing in using social media for crisis management is:
A. Active listening
B. Having a predefined crisis management plan
C. Speaking the language of your audience while retaining your brand voice
D. All are essential for successful crisis management
ANSWER D: ALL OF THE ABOVE
Listening, being prepared ahead of time and speaking the language of your audience while still retaining brand identity are all necessary components of a comprehensive crisis management plan.
A poorly handled fumble can lead to disaster, but a thoughtful response to issues that arise can actually lead to greater customer appreciation and loyalty.
19
Edelman integrates online intelligence into marketing planning and creates digital consortiums to meet specific client needs:• 600 Employees Across APAC• 15 Offices (see map)• 4 Affiliates
Part of a global digital firm of more than 200 people that draws on
the expertise and resources of Edelman Digital’s international network of experts in
34 offices
MelbourneDav id McCarthy
Sy dneyAmanda Little
SingaporeBob Grove
Kuala LumpurKaren Hoh
Hong KongCharles LankesterAlan VanderMolen
GuangzhouCharles Lankester
TaipeiAnita Lin
ShanghaiCharles Lankester
BeijingCharles
Lankester
SeoulTy ler Kim
Toky oMargaret Key
DelhiRobert
Holdheim
MumbaiRobert
Holdheim
BangaloreRobert
Holdheim
JakartaChadd McLisky
About Edelman Digital Asia Pacific
Work with Aviva to create moneybanter –Singapore’s first social media site designed to address Singaporeans’
money matters
Created unprecedented online
buzz leading to the launch of StarHub’s
new VoIP service pfingo.
Conceptualized and implemented an
online platform for BMW China to
deepen its relationships with car
owners and enthusiasts
Empowered online audiences to help
counter misperceptions about the safety of DuPont
Teflon through “Smart-Cook” online reality competition
Enriching Stakeholder Relationships
|© Copyright 2010 Dow Jones and Company
Social or not – it’s Media Relations
Lars Voedisch - [email protected] Head – Media Intelligence, APACDow Jones and Company
|© Copyright 2010 Dow Jones and Company | 2323
Socialnomics Social Media Revolution (Short 2 30 v ersion 9-27-2009).flv
Video: Social Media Revolution
Are you or your CEO still questioning…
|© Copyright 2010 Dow Jones and Company |
Social Media Relations: Everything Changes!?
Everything Everything ChangesChanges
From pitching to engaging in “Naked Conversations”
“There is no market for your message”
Command and control, top down message delivery is no longer an option –it’s about conversations
Nothing Nothing ChangesChanges
It’s about relationships and people
Not every negative comment means a crisis
You need to watch your relevant space: monitor and analyze
Look at trends over time
|© Copyright 2010 Dow Jones and Company |
How do we stay relevant and lead strategic communications programs?
Source: Redefining Media Relations, Maureen O’Connell
It’s not traditional vs. social media or old and new media – it’s all media relations.
Let’s not just tweet because it’s the hottest tool at the moment
Remember that now everybody has a printing press
Important rules in media relations remain the same:- Stay transparent, authentic and relevant- It is all about building relationships - Becoming a valued, trusted resource to each contact
Important rules in media relations remain the same:- Stay transparent, authentic and relevant- It is all about building relationships - Becoming a valued, trusted resource to each contact
|© Copyright 2010 Dow Jones and Company | 2626
Must-Dos for PR Professionals in 2010:You can’t outsource your strategy
Agree and align your communications objectives Awareness Image / Reputation Sales Cost savings Something else?
Track / Measure your success Build expertise and capacity (staff & tools): Social
media is neither cost-free nor will it fix it all. Think about relevance: Become a Content Creator Define your Rules of Engagement Bring Social Media Inside
|© Copyright 2010 Dow Jones and Company
Monitor Analyze Discover Engage
Monitor Analyze Discover
research & promote the buzz
issues, trends& strategies for
impact
opportunities &risks in time
to act
Engage
& pinpointbetter the influential
Use smart tools along your workflow!
Communications Objectives & Strategy
|© Copyright 2010 Dow Jones and Company 28
Monitor
Who’s Listening?
Monitor and Track what’s relevant across media
channels / sources!
|© Copyright 2010 Dow Jones and Company 2929
Media Analysis: Stop confusing ROI with results, and measurement with counting
“Measurement is not counting. Or monitoring. It is not the number of followers, friends, rankings, or scores.
Measurement is a process that requires you to compare results against something — either with your competition or with your own results over time.
You note the change, analyze the reasons why, and improve your program accordingly.”
KD PayneSource: Stop confusing ROI w ith results, and measurement w ith counting, KD Payne
Analyze
|© Copyright 2010 Dow Jones and Company 30
Analyze
Who are they talking about?
Where is thechatter
happening?How goodis it?
|© Copyright 2010 Dow Jones and Company 31
Analyze
Who’s talking about you – and your competitor?
Look at social vs traditional media!
Who’s talking about you – and your competitor?
|© Copyright 2010 Dow Jones and Company 32
Discover
iPhone
“This is not about searching knowns, this is about
uncovering unknowns and understanding the context.”
|© Copyright 2010 Dow Jones and Company 33
Engage
Journalist and blogger bios are linked to news and analysis
Quickly access everything you need to work an angle & make contact
What they’re writing about…What they’re writing about…
…and how to contact them…and how to contact them
Engage and understand the influencers
Remember: For most industries, print is still king!
|© Copyright 2010 Dow Jones and Company |
Building a Media List
34
Engage
Apply smart filters based on actually written articles to connect to the right
influencers instead of widely spamming journalists
|© Copyright 2010 Dow Jones and Company |
Create a Briefing Book in Minutes, Not Hours
35
Walt Mossberg Aug 3rd Interview
Easily incorporate bios, latest articles, your key talking points
Engage
|© Copyright 2010 Dow Jones and Company |
Content Creation: Leveraging your resources to maximize your assets across channels
Editorial Workbench can consume a wide
variety of sources
(including Factiva, your
internal articles, and external RSS) to allow
editors to hand pick content, add commentary, and publish tailored news summaries
to multiple audiences via
multiple channels.
Editorial Workbench can consume a wide
variety of sources
(including Factiva, your
internal articles, and external RSS) to allow
editors to hand pick content, add commentary, and publish tailored news summaries
to multiple audiences via
multiple channels.“…provides the ability to sort the knowledge
gold from the information noise” - Caterpillar “…provides the ability to sort the knowledge gold from the information noise” - Caterpillar
Engage
|© Copyright 2010 Dow Jones and Company |
Content Creation: Leveraging your resources to maximize your assets across channels
Editorial Workbench can consume a wide
variety of sources
(including Factiva, your
internal articles, and external RSS) to allow
editors to hand pick content, add commentary, and publish tailored news summaries
to multiple audiences via
multiple channels.
Editorial Workbench can consume a wide
variety of sources
(including Factiva, your
internal articles, and external RSS) to allow
editors to hand pick content, add commentary, and publish tailored news summaries
to multiple audiences via
multiple channels.“…provides the ability to sort the knowledge
gold from the information noise” - Caterpillar “…provides the ability to sort the knowledge gold from the information noise” - Caterpillar
Engage
Custom Portlets/Webparts& Custom XML output
RSS Feeds
Mobile-formatted text
Email Newsletters
|© Copyright 2010 Dow Jones and Company | 3838
Summary:Social Media Tips for PR Professionals
Keep on top of social media trends
Familiarize yourself with the latest web toolsfor your social media management success
Follow best social media practices in your industry sector
Identify and engage relevant digital influencers
Source: Social Media Tips for PR Professionals, Daniel Young
Monitor Analyze Discover Engage
|© Copyright 2010 Dow Jones and Company | 3939
Summary: Social or not – It’s Media RelationsSocial Media Tips for PR Professionals
Keep on top of social media trends
Familiarize yourself with the latest web toolsfor your social media management success
Follow best social media practices in your industry sector
Identify and engage relevant digitalinfluencers
Source: Social Media Tips for PR Professionals, Daniel Young
Important rules in media relations remain the sameImportant rules in media relations remain the same
Monitor Analyze Discover Engage
|© Copyright 2010 Dow Jones and Company |
Monitor Analyze Discover Engage
Monitor Analyze Discover
research & promote the buzz
issues, trends& strategies for
impact
opportunities &risks in time
to act
Engage
& pinpointbetter the influential
Dow Jones services for Public Relations & Corporate Communications
|© Copyright 2010 Dow Jones and Company |
Thanks you. Questions?
Lars VoedischRegional Head – Media Intelligence, APACDow Jones and [email protected] @larsv
|© Copyright 2010 Dow Jones and Company |
Dow Jones Expert Series for Public Relations & Corporate Communications
Monitor Analyze Discover Engage
Social or not – it’s Media Relations
Lars Voedisch Regional Head – Media Intelligence, APACDow Jones and Companywww.twitter.com/larsv
Real time is the new prime time
John KerrRegional Director Edelman Digitalwww.twitter.com/johnkerrnz
Singapore, 20 January 2010
• Listen more strategically to the news and buzz affecting your organization and your brand by having a 360 degree view of events and conversations wherever they are happening – in print, web or social media from local to regional to global.
• Gain a better understanding of how your campaigns are performing and how you can adjust for greater success
• Discover opportunities and risks
• Engage your stakeholders on message, in conversations and with understanding