5.11.09
12 Twitter Tools Every Event Marketer Should Know About
Twitter, Customer Service, and Good Brand Management
If monitoring conversations and knowing what you're listening for is the first ingredient in good online best practices, knowing when and how to respond is much more than good etiquette. It's become an integral aspect of brand management and can mean the difference between a flop - or worse, a crisis - and a deposit in your company's reputation bank.
- You can respond to a customer question or complaint immediately after seeing it without needing to have all the facts - take the problem solving part off line. Monitoring and responding is lightening fast, and right now it will cast you in a good light, especially if your normal customer service channels are in need of repair.
- You can be proactive and let your customers know where to find you - I started a list linked above, let me know if you'd like me to add your company's team to it. This will ease some anxiety over which number to call or being on hold. Provided you don't take two days to get back to them as I described here.
- You provide the added bonus of good service/product stewardship, which in turns creates a nice halo for your company and brands. Let's face it, Twitter is the most social of social networks. People have the opportunity to humanize the brand experience over time by being helpful and personal. I do wonder if companies are developing Twitter scripts?
- Search for key terms or your company name with Twitter Search
- Build a Yahoo! Pipe (watch the how to video here) - here's an example ofhow Salesforce.com uses the tool
- Get email Twitter alerts with TweetBeep
- Use TweetScan to search for key words combined with a user
- Test drive monitoring up to three key words in real time with Monitter
- Distinguish positive from negative tweets with Twitrrater
- Look up who's following you in TwitterKarma
- Try Twittervision to see the global nature of this tool
- Look up daily top influencers on Twitterholic - expect to see more tools on influence
- Find and filter content by influence with PostRank
- Find out how many times a term was mentioned with TweetVolume
- Set up Google Alerts for the terms you want to monitor - you can route them to your email, or your RSS reader
- Use Social Mention for alerts on social media sites
- Track and rank the URLs people are talking about on with Twitturl
- Use Hashtags to learn what's happening right now
- Find a list of regular chats on Twitter
- Radian6 - which allows you to set up a dashboard to monitor mentions across sites and tools and shows you brand sentiment, along with location, and integrating with WebTrends and SalesForce.com
- RapLeaf - helps you understand your customers better, simplify online media planning, enhance customer databases, and manage fraud risk
- BrandsEye - for monitoring online reputation and tracking negative sentiment
- ScoutLabs - web-based application that tracks social media and provides you with data on sentiment, trend spotting, buzz trend, share of voice, email alerts, customer rants and raves, as well as a platform to coordinate your response, assign tasks, add comments, and share product and marketing ideas
- Cymfony - collects all forms of content, organizes and categorizes it, and provides a powerful but easy-to-use interface with data visualization and discovery features that allow you to gain valuable insights from selected discussion most relevant to your brand
- BuzzLogic - technology platform identifies and organizes theconversation universe, combining both conversation-topic and audience to help brands reach more than 44 million users who are passionate on everything from the latest tech craze and cloud computing to parenthood and politics
- Spiral16 - for monitoring, collecting, and measuring the social media conversations, semantic analysis, conversation sentiment, and visualizing data in a 3D mapping so you can better understand the hubs of influencers (based on linkages) and how a message is potentially being spread
26.9.09
Flyar | Augmented Reality Twitter Visualization Screensaver
5.9.09
Why People Use Twitter?
JULY 28, 2009
Updating status = self-promotion?
What drives people to tweet?
According to the “Consumer Internet Barometer” from TNS and The Conference Board, 41.6% percent of Internet users who used Twitter did so to keep in touch with their friends.
In addition, 29.1% used it to update their status, 25.8% to find news and stay updated, 21.7% for work purposes and 9.4% for research.
Men and women both used Twitter primarily to keep in touch with friends. Secondarily, men were interested in finding news and women in updating their status.
Users under age 35 were more interested in broadcasting their status than their senior counterparts. Older users were more likely to use the service for work-related purposes.
The average Twitter user interacted primarily with friends and family.
Next-most-popular were celebrities, bloggers, TV shows, co-workers, brands and journalists.
More women interacted with friends, family and celebrities than men, but men were more likely to follow bloggers.
Older users trailed younger ones in interaction with every Twitter user type except journalists and brands.
Who can Twitter users blame for their addiction? One-half of tweeters said a friend or family member introduced them to the site and 33% were hooked by a co-worker.
31.8.09
BRAND AWARENESS: IT’S ALL A ‘TWITTER’
- TweetDeck.com –allows you to stay in touch with what’s happening at any given point in time, and connect you with your contacts on Twitter in a single concise view.
- TweetLater.com– enables you to create and schedule Tweet messages in advance and manage these activities so as to increase your productivity.
- TweetScan.com – allows you to find out information that is being Tweeted about your company and brand keeping up real-time with what is being said about you.
27.7.09
20.7.09
Package tracking via Twitter
Some 6 million people visit Twitter each month, so it's no wonder applications for the platform are coming fast and furious. Not only can consumers use Twitter to track their favourite taco truck, file civic complaints and apply for jobs, but they can now track their packages as well thanks to a new application from North Carolina-based Signal Engine.
Users with packages to track begin by following PackageTrack on Twitter (@packagetrack), causing the free application to follow them in return. They can then direct message PackageTrack with the nickname of a package they'd like to track along with its tracking number, separated by a colon—"Red Dress: 23345631243," for example. PackageTrack then notifies them by Twitter each time the package's status changes, including a Google Map illustrating its route. Launched earlier this year, PackageTrack currently tracks only UPS, USPS and FedEx packages, but it says it will be adding more carriers soon.
All the world may have once been a stage, but today one might say it's a microblogging platform; no longer merely players, all the men and women now tweet and follow. What is *your* brand doing to reach customers on Twitter...?
Website: www.packagetrackapp.com
Contact: contact@signalengine.com
5.6.09
Sci Fi Channel:::Eureka moment on Twitter
Technology saving the day is nothing new in sci-fi… on-screen, that is. Off-screen it’s a different matter. But when Sci Fi channel execs saw viewing figures for Eureka plateau they decided to use Twitter to regenerate a buzz around the programme.
Having exhausted a range of scientific anomalies throughout three series, execs realised it was the idiosyncratic residents of genius-town Eureka that kept viewers coming back for more. Twitter proved an ideal opportunity to let fans converse with the show’s characters.
It was decided the most likely ‘twitterer’ would be the show’s talking house, SARAH. SARAH observed all the characters but couldn’t participate directly, which made her the perfect candidate to talk to people about the secrets of the show.
Any Twitter users that had mentioned Eureka in their posts were targeted in order to build up a loyal online group quickly. SARAH interacted with them in character, under the Twitter username _S_A_R_A_H_ . Some of her tweets even served as teasers for upcoming episodes.
The campaign served its purpose. Eureka traded in its plateau for another rating peak, reaching 2.1 in viewing figures – nearly 20% higher than the target increase. SARAH conversed with over 4,100 Twitter users.
BRAND:Sci Fi Channel
BRAND OWNER:NBC Universal
CATEGORY:Entertainment
REGION:USA
DATE:Jul 2008 - Feb 2008
OTHER AGENCIES:Fallon
MEDIA CHANNEL:
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