1. Abbas Alidina @AbbasAlidina AbbasAlidina.com Social Media Monitoring

2. Why Measure Social Media?

3. Exercise: Understanding Customers Why do customers interact with you on social media? 1. 2. 3. 4. 5.

4. IBM Social Media Study

5. The Social Media Perception Gap

6. Social Monitoring and Social Analytics

7. Social Monitoring and Social Analytics Social Monitoring Social Analytics

8. Social Monitoring Social Monitoring Social Analytics

9. What Will We Cover? About Us Grow Bigger Ears

10. What Will We Cover? About Us Big Data BIG DATA

11. What Will We Cover? About Us Big Data

12. The Social Consumer We are now a society of multi-taskers and multi-screeners

13. The Social Consumer Credit: Google report “The New Multiscreen World”

14. Word of Mouth Audiences with Audiences.

15. The Conversation Prism

16. Case Study: Airline on Twitter

17. Identify Your Listening Posts

18. Social Media Command Center

19. 5 Questions Social Monitoring Helps You Answer

20. 1) Where Do People Talk About Us?

21. 2) What Do People Say About Us?

22. 3) What is the Market Perception of our Brand?

23. 3) What is the Market Perception?

24. 4) Is a Social Media Crisis About to Happen?

26. 5) How Do We Compare to Competitors?

27. What Should You Measure?

28. Exercise: Social Monitoring What Metrics/KPI’s should you measure in Social Monitoring? 1. 2. 3.

29. Social Monitoring Metrics/KPI’s You could measure the following: Number of mentions of your brand By source Over time By location Sentiments Positive, negative or neutral Share of voice Your mentions vs. competitor mentions Your sentiment vs. competitor sentiments

30. Social Listening Tools (Sentiment Analysis: Text Analytics)

31. How Does It Work? Sentiment Analysis: Text Analytics

32. Google.com/Alerts

33. Search.Twitter.com

34. Socialmention.com

35. Radian6

36. Brandwatch

37. Sysomos

38. Social Listening Tools (Sentiment Analysis: NLP)

39. How Does It Work? Sentiment Analysis: Natural Language Processing (NLP)

40. Crimson Hexagon

41. Synthesio

42. Social Listening Tools (Emotion)

43. How Does It Work? Emotion: a single message can carry many emotional signals.

44. Kanjoya Crane

45. Behavior Matrix

46. About Us Social Listening Considerations Most Social Listening Tools are based on Text Analytics (Radian 6, Brandwatch) Some tools use Natural Language Processing (Crimson Hexagon, Kanjoya Crane) Sentiment Analysis can be highly inaccurate, because it cannot understand emotions/sarcasm/etc. (The next wave of listening tools will include emotional analysis) Multilingual sentiment fails when there are multiple scripts (Pakistan: Urdu Script, Romanized Urdu, English, Pashto and Others) Solution: Analyze sentiment manually in Excel!