monitoring social media for documentation customer feedback
DESCRIPTION
aka - It Came from the Internet.TRANSCRIPT
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Monitoring Social Media for Documentation Customer Feedback
Rhyne Armstrong
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It came…
from the
Internet!
@ninety7 - #LavaCon
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Welcome
Rhyne
Armstrong@ninety7
facebook.com/rhyne
omImages belong to Universal Studios, AMC’s The Walking Dead, or “The Walking Dead” Graphic Novel
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* Peek-a-boo
* Look out!
* How to make a
monster
* Braaaaiiins… @ninety7 - #LavaCon
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Peek-a-boo (Prepar ing yoursel f )
@ninety7 - #LavaCon
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It’s a Spooky place.
@ninety7 - #LavaCon
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They are talking about you…
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@Microsoft, your Kinect API documentation is bad, and you should feel bad.
I wonder what percentage of my life has been wasted because of bad documentation? #if_it's_critical_effin'_mention_it!
@Life_Alert your documentation and communication flat out sucks. How can you be trusted with lives!? Not my moms after this. #custserv #fail
@ninety7 - #LavaCon
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Social Media does not belong to the marketing world.
@ninety7 - #LavaCon
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Stop hiding!
@ninety7 - #LavaCon
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Look out!(Social media stat is t ics and tracking)
@ninety7 - #LavaCon
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* Google Alerts* retweetrank.com* Klout.com* bit.ly* tweetstats.com* Social Bro
@ninety7 - #LavaCon
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Or, you could pay…
http: / /www.mediabistro.com/al l twi t ter / f i les/2011/04/social-media-monitor ing-survey. jpg
@ninety7 - #LavaCon
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How to make a monster!
(Prepar ing and distr ibut ing content for feedback)
@ninety7 - #LavaCon
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It’s Alive!@ninety7 - #LavaCon
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Passive
Seductive
Aggressive
@ninety7 - #LavaCon
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The Passive Approach
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Publish content, then wait on feedback
* A good f irst step
* Results can be skewed
* Always putt ing out f ires
@ninety7 - #LavaCon
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The Seductive Approach
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Tease to draw them in
* Builds on the f irst type
* Brings them to your content
* May be done through a Facebook page or dedicated Twitter account
@ninety7 - #LavaCon
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The Aggressive Approach
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Go get them!
*Go to where they are
* A face with the content
* Announce – solicit – respond
@ninety7 - #LavaCon
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@ninety7 - #LavaCon
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@ninety7 - #LavaCon
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@ninety7 - #LavaCon
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@ninety7 - #LavaCon
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Braaaiiins…(Don’t forget to use them!)
@ninety7 - #LavaCon
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Silence < Feedback < Sharing @ninety7 -
#LavaCon
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Never Stop Running
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Stick together @ninety7 - #LavaCon
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Unleash the beast
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Don’t freak out
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Stay out of the woods
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Still a better love story than Twilight
?@ninety7 - #LavaCon