A slide deck I designed to showcase the uses of social media from a business perspective using Sysomos tools Heartbeat and MAP.

1. social 360

3. Today’s Presenters Nygel WeisharSocial Media & Community Relations Specialist Edmund Clarke Senior Account Manager @nweishar

4. Today’s Topics Where does Sysomos fit in the picture? Deeper Insights into Social Data. Engagement, a Crash Course. Reporting: When, Why, and How.

5. Data Collection

6. TheChallenge Billions of Conversations Unstructured & Dispersed data Multiple Languages High signal to noiseratio How to interact, who to interactwith What and how to contribute

7. TheOpportunity Analytics Monitoring Research Public Relations Customer Service Strategizing Measuring Forecasting

8. Analytics Monitoring Research Public Relations Customer Service Strategizing Measuring Forecasting

10. Historical database spanning back two years.

11. Conduct in-depth research to draw new insights and prepare detailed reports.

13. Engage key influencers and opinion leaders directly from the platform.

14. Integrate Twitter and Facebook Fanpages to provide further analysis.

16. Geo/Demographics

17. Deep Comparisons

18. Influencer Report

20. Global Intelligence Geography report produced in Heartbeat combining, country, state, and language statistics. Gender also taken from Heartbeat.

21. Deeper Comparisons Comparison report under the Heartbeat compare tab.

22. Deeper Comparisons Competitors have been replaced with main tags to provide an industry analysis.

23. Deeper Comparisons Added “shure” to the “Within” drop down to compare against industry.

24. Toronto Maple Leafs Example

25. Top Influencer

26. Why Bieber?

27. Why not others?

28. Proactive Influencer Search

29. Proactive Influencer Search 1 2 3 4 5

30. Conversation Drivers Tell A Story: Research In Motion

31. High Level Snapshot Conversations Between Sept 21, 2010 – Sept 21, 2011 Sentiment Ratio 1:1.6 North America California – 15% New York – 14% Ontario – 12% Texas – 5% Arizona – 4% Quebec – 3% Other – 47% Twitter – 25.1 Million Forums – 2.5 Million Blogs – 2.3 Million News – 737,633

32. Conversation Volumes

33. Conversation Volumes Tweet Counts 276,981 301,063 284,628 228,928 100,579 107,942 99,518

34. Spike Analysis

35. Spike Analysis

36. September 27, 2010 RIM Launches the Blackberry Playbook TweetCount: 276,981 Reach: 493 Million Sentiment Ratio 1:1.3

37. October 8, 2010 UAE Announces reversal of ban on BBM Technology TweetCount: 99,518 Reach: 143 Million Sentiment Ratio 1:1.6

38. February 18, 2011 Ubertwitter is shut down via twitter. TweetCount: 107,942 Reach: 154 Million Sentiment Ratio 1:3.5

39. June 6-8, 2011 Apple announces major competitor to BBM called iMessage. TweetCount: 284,628 Reach: 240 Million Sentiment Ratio 1:1.8

40. July 27, 2011 RIM Cuts 2000 jobs. TweetCount: 100,579 Reach: 110 Million Sentiment Ratio 1:2.3

41. August 8-10, 2011 RIM temporarily disables BBM service to counter riot organization. TweetCount: 310,063 Reach: 233 Million Sentiment Ratio 1:2.8

42. September 15, 2011 RIM announces Q2 earnings report. TweetCount: 228,928 Reach: 445 Million Sentiment Ratio 1:5.5

43. Negative Impact (Neg. Sentiment Ratio X Reach) 652.4 640.9 539 432 253 228.8

44. Negative Impact (Neg. Sentiment Ratio X Reach) 2447.5

46. The same story doesn’t often exist twice

47. In addition to Sysomos

48. Screenshot capture tool

49. csv export

50. buzzgraph

51. excel

52. Think outside the box

54. Geo-Demographics

55. Negative Impact

56. Conversation Drivers

57. Influencer Identification

59. Engaging in social media spans far beyond simply having a presence.

61. Social Engagement 1. Tweeting 2. Blogging 3. Facebook’ing 4. YouTub’ing 5. Quora’ing 6. Google+’ing 7. The list goes on…

62. Effective Engagement Be a part of the conversation Listen before you speak Speak to relevant topics Be Honest/Transparent Have an actionable goal

63. Reasons to engage? Types of Engagement General Awareness Customer Service Promotions Crisis Communications Product/Offer Development

64. General Awareness People are talking – Have a presence Community Management Reach thousands instantly Information dissemination Point of contact Users EXPECT your presence

65. Influencer Monitor Strategy If possible, try and engage everyone that mentions you If not, use influencer monitoring strat. Use Top Influencers tool Build tag of top influencers Add new in time

66. Customer Service Social is Personal Give the CS dept. a personality facelift Social is Fast One of the quickest ways to reach clients Social is Public Let everyone share in your CS triumphs

67. Customer Service Monitor Utilize Heartbeat’s Workflow Management System Track all client engagements Automated alerts focusing around “help”related terms

68. Promotions Extremely cost effective way to reach large audience Can be much more targeted

69. Promotions Monitor Track for mentions of your brand, product, industry Proactively offer deals to already interested users Promos to dissatisfied potential switchers

70. Crisis Communications Fastest way to understand when something is going wrong Makes reaction time incredibly faster Disseminate accurate information with a broad reach, quickly, for free

71. Crisis Monitoring Proposed New Logo: Volume around conversation:

72. Crisis Monitoring Logo Revision: Volume around conversation:

73. Benchmark the Conversation 1:3 3:1

74. Traditional Product/Offer Development Traditional Approach Focus Groups Surveys Costly practice Mistakes are even more expensive

75. Times Are Changing Social Media monitoring is providing the same (if not more) information Eliminate Survey Bias Instant Feedback Track Changes

76. Product/Offer Development How To The BIG Four Facts and Statistics Helps build cases when developing Evolving Trends and Markets Have products ready for sale at perfect time Seasonal Buying Trends Insights into whats coming next Key Social Influencers Some of the best people to talk to Key Social Influencers Some of the best people to talk to

77. Engagement Do-Not’s Lie Be Slow or inconsistent Over spam people

78. Engagement Do-Not’s Or this…

79. Heartbeat or MAP?

80. Differentiators

81. Differentiators

82. What’s in it for you? MAP will allow you to deliver comprehensive audit reports to your client on not only their brand, product or service but also on any topic within their industry. Service multiple clients with comprehensive month end reports Identify trends and influencers on any topic across the social media landscape Enabling you to develop comprehensive outreach strategies for your client – reaching the right people in the right places New Business Pitches

83. What’s in it for you? Real time monitoring measurement and engagement Pre set searches – track what is important to you or your client Subcategorize conversations – helping you to deliver actionable insights to inform your clients social media strategy Real time email alerting and RSS feeds making sure you never miss a beat relating to your clients online presence. Engage in conversations directly within the system Integrate seamlessly with your end clients ecrm systems for integrated outreach and customer care Integrate your facebookfanpage for monitoring and automoderation

85. Social Audit

86. Prospects

87. Statistical Recap

88. Campaign Tracking

91. What happened, when, and why

92. The less share of voice, the greater opportunity for growth

95. Point out areas of improvement

96. Sentiment, Demos, Geography, Reach, SOV

99. Share of voice growth, sentiment increase, engagement level, reach, etc.

100. Heartbeat should track all relevant companies/brands (including comp.)

101. Organize tags into campaign specific terms

104. Combine different tools for deeper looks

106. Being engaged is the only way to succeed in social media

108. Don’t ever hesitate to contact us.

109. Always feel free to contact us through social.

110. Twitter

111. Facebook

112. Google+

115. social 360