Presentation for USFWS on listening.

1. Power Listening:
Tips for Strategic Monitoring on Social Media
By Danielle Brigida
National Wildlife Federation

2. In this session we’ll cover…
• 10+ Listening sites and tips
• Gathering feeds to make a dashboard
• Engaging with people around your topic
• Track mentions and explore allocating
resources

3. Main Ways to Listen Online
Keywords
– Your Agency Name
– Key individuals
– Branding mistakes
– Program references
Referring Traffic
– Google Analytics
– Omniture
– Facebook insights

4. What You’ll Need to
Create a Free Dashboard
• An RSS Reader – Bloglines, Netvibes, Feedly
• A list of social search sites/news search sites
• Dedication to finding the feeds
• Ability to identify that they don’t always work

5. You Use Search All the Time

6. Just RSS Your Searches!
RSS = Real Simple Syndication

7. Social Sites to Search
•Socialmention
•Icerocket
•Search.Twitter
•Boardreadr
•Kurrently
•Search social sites

8. Social Mention

9. Boardreader

10. Icerocket

11. Kurrently

12. Search Individual Platforms: Twitter

13. Topsy and Plus.Topsy

14. Subscribe Your Search Results

15. Organize Your Mentions

16. is Your Friend
• Google Analytics
• Google Alerts
• Google Trends
• Google Blog Search
• Google Webmaster
Step 1: Listen

17. Research Your Audience
•Google
- Trends
- Alerts
- Reader (RSS feed)
- Forms (survey, polls)
- Keyword search
•Survey/Polls
- Surveymonkey.com
- Polldaddy.com

18. Create a “Dashboard”
You’ll Actually Use

19. You’ve Listened,
Now What?
• Comment on posts
and mentions
• Track mentions
• Send updates to
other staff
• Be willing to be
engaged and
informed by your
audience

20. Engage and Comment

21. Comment Flowchart
Take reasonable action
to fix issue and let
customer know action
taken
Positive Negative
Yes Yes
No Assess the
Does customer
Do you want Evaluate the
need/deserve more
to respond? message purpose
info?
Yes Unhappy Yes Are the facts No Gently correct the
No Response
Customer? correct? facts
No
Yes Can you add No Dedicated Yes Are the facts No
value? Complainer? correct?
No Yes
Is the Explain what is being
Respond in Thank the Comedian Yes
problem done to correct the
kind & share person Want-to-Be?
being fixed? issue.
No
Yes
Let post stand and
monitor.
21
© Alitmeter Group

22. Tracking Mentions: Google Scripts

23. Be Strategic About Engagement

24. Remember…
share what you learn!

25. Mentions tool: https://en.mention.net/

26. Social CRM

27. How are you listening on social
media?

28. Questions?