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Social Media Monitoring Maturity Model
Alan Lepofsky    

These days it's very important for brands to monitor what is being said about them across various social media channels such as blogs, Twitter and Facebook. But where should the tools used to do the monitoring reside? Should they be stand-alone offerings? Should they be integrated with your collaboration platform, your CRM/Marketing tool, or your Call Center applications?

Below is my first draft of a maturity model showing the key benefits and issues of social media monitoring based on which platform the tool is a part of.


Social Media Monitoring Maturity Model


I'd love your feedback and together we can improve this.

But who should be responsible for this monitoring, Customer Support or Marketing? (or both)

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http://www.alanlepofsky.net/alepofsky/alanblog.nsf/dx/social-media-monitoring-maturity-model
Feb 22, 2012
102 hits



Recent Blog Posts
93


Oracle Adds LinkedIn Support To Their Social Publishing Platform
Sat, Jul 19th 2014 10:10a   Alan Lepofsky
This past week at Oracle's Marketing Cloud Interact 2014 conference they announced the addition of LinkedIn as one of the destinations that their Social Relationship Management (SRM) platform can publish articles to. The Oracle Social Marketing Cloud Service (OSMCS) enables marketing professionals to create, publish and monitor content across multiple web sites from a single location. The new LinkedIn capability expands the existing Facebook, Twitter, Google+ and Youtube destinations. [read] Keywords: policies applications facebook google integration linkedin network networking oracle twitter
160


Is Your Company An Awesome Showcase For Purposeful Collaboration?
Tue, Jul 8th 2014 12:03p   Alan Lepofsky
Call for Applications for 2014 SuperNova Awards for Leaders in Disruptive Technology Deadline August 1, 2014 In its fourth year, the Constellation SuperNova Awards will recognise seven individuals who demonstrate true innovation through their application and adoption of new and emerging technologies. As always, we’re searching for leaders and teams who have overcome the odds to successfully apply emerging and disruptive technologies for their organizations. Special emphasis will be [read] Keywords: collaboration application applications enterprise
209


For SAP Customers The Future of Work Is Collaborative
Mon, Jun 16th 2014 12:06a   Alan Lepofsky
At SAP, collaboration is more than a 3 letter word. (Jam) In late May, SAP released the latest version of their collaboration platform, Jam. A week later at their annual SAP Sapphire event I had the opportunity to speak to several members of the Jam team. The three key themes I took away from those conversations are: - Integration Is Essential - SAP Understands How People Work - It’s Time To Build An Ecosystem MyPOV: These are excellent business focused areas that provide more su [read] Keywords: collaboration connections ibm lotus notes applications community development email enterprise integration microsoft mobile network networking office outlook sap sharepoint widgets wiki
207


Cisco Needs To Broaden Their Definition Of Collaboration
Thu, May 22nd 2014 1:50p   Alan Lepofsky
As I watched the CiscoLive! keynote titled Exceptional Collaboration Experiences in the Age of the Connected User, a line from one of my favourite movies The Princess Bride kept going through my head: "You keep using that word. I do not think it means what you think it means." In this case it's collaboration, as Cisco and I clearly have a vastly different definition of the word. We all know WebEx web-conferencing. Similar to Microsoft Office, it's one of those tools that is almost always [read] Keywords: collaboration connections ibm sametime apple citrix community desktop enterprise google microsoft mobile network networking office
175


Infor Mingle Provides Purposeful Collaboration
Mon, May 19th 2014 1:20p   Alan Lepofsky
New York based Infor may not be a household name the way IBM or Microsoft is, but the tech giant has close to 13,000 employees, 70,000 customers and $3B in annual revenue. Infor's main business comes from providing business applications (such as CRM, ERP, HR) to specific industries such as pharmaceutical, aerospace, automotive and healthcare. Leveraging their expertise in these "vertical solutions", they then then develop more granular applications, or micro-verticals. For example, for heathc [read] Keywords: collaboration ibm applications enterprise integration microsoft mobile network oracle sap
327


Look Up From Your Screen
Sat, May 3rd 2014 7:40a   Alan Lepofsky
This is another one of those great reminders, ironically shared by the medium it critiques. There are some brilliant lines in it. My favourite is probably "Give people your love not your like." The timeline section of meeting his wife, getting married, having a daughter, becoming a grandfather, then becoming a widow had me in tears. So when you watch something like this you nod and say "that's so true", but what do you do about it? Will you declare a "tech free" day at your home? Wil [read] Keywords: google twitter




257


Cisco Does A Song And Dance With Jive
Thu, May 1st 2014 7:10a   Alan Lepofsky
Today Jive Software and Cisco announced they are partnering to provide integrated collaboration and unified communication (UC) solutions. There are two main components to the announcement: 1) "By combining Jive’s industry-leading enterprise collaboration platform with Cisco’s real-time technologies like WebEx and Jabber, the result is a complete communication and collaboration offering” For customers using both technologies, a seamless experience between both styles of wor [read] Keywords: agent collaboration connections ibm sametime citrix community enterprise google integration microsoft network office outlook vmware
547


Some Thoughts On The Downfall Of Google+
Fri, Apr 25th 2014 4:40p   Alan Lepofsky
It has not been a good week for Google+. Yesterday Vic Gundotra head of the Google+ division announced he was leaving Google, then today TechCrunch is reporting 1000-1200 employees will be moved off of G+ onto other projects. Many of you may not even know what Google+ is, and there in lies the problem. On the surface, the easy explanation is that Google+ was Google's version of Facebook. It's a social network where people create circles of friends, family and colleagues and you can then s [read] Keywords: collaboration facebook google integration network twitter wiki
277


No BS! The Reality Versus Hype of Working Social
Thu, Apr 24th 2014 4:00p   Alan Lepofsky
Often enterprise social networking platforms are touted as the solution to every communication and collaboration problem that organizations experience. While it's true "working social" has many benefits, it's naive to think it does not have its own set of challenges. Don't worry though, there are solutions to these challenges. This presentation cuts through the "fluffy" industry hype and provides a realistic look at social networking. The slides may be hard to follow with the words th [read] Keywords: collaboration enterprise networking
226


My Top 10 Tweets From March 2014
Tue, Apr 22nd 2014 8:10a   Alan Lepofsky
Below are my top 10 tweets from March 2014 based on combined number of replies, favourites and retweets. I weighted each of those three actions equally. Top Tweets March 2014 !function(d,s,id){var js,fjs=d.getElementsByTagName(s)[0],p=/^http:/.test(d.location)?'http':'https';if(!d.getElementById(id)){js=d.createElement(s);js.id=id;js.src=p+"://platform.twitter.com/widgets.js";fjs.parentNode.insertBefore(js,fjs);}}(document,"script","twitter-wjs"); [read] Keywords: twitter widget widgets




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