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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
20 hits



Recent Blog Posts
165


Happy 25th Birthday Lotus Notes
Thu, Nov 27th 2014 12:00p   Alan Lepofsky
My career in technology began in May 1993 when I was a coop student at IBM Canada. My responsibilities there were spilt between AS/400 tasks and setting up this new groupware thing called Lotus Notes. Well today Lotus Notes celebrates its 25th birthday. Image taken from Mat Newman's blog. It's amazing how pioneering Notes was in creating the industry that we today call ‪"social business." I, along with many of my friends and colleagues owe our careers to Lotus Notes. Let's l [read] Keywords: collaboration ibm lotus notes apple application applications blackberry database desktop mobile network password security server
254


The New Collaboration UI?
Fri, Nov 21st 2014 10:13a   Alan Lepofsky
Remember when every software product was designed to look like Facebook? Now it appears a new "common UI" being used in many of the new collaboration tools. Here's a quick UI comparison of Slack, Glip, Unify Circuit and Cisco Project Squared. [read] Keywords: collaboration facebook
303


Introducing IBM Verse
Tue, Nov 18th 2014 8:20a   Alan Lepofsky
About a year ago IBM first announced they would be developing their next generation email client, code named MailNext. Today in NYC (and similar satellite events around the world) IBM unveiled the official product, now named IBM Verse. That's verse as in converse, or social interaction, not the shoe company. It's not a play on universe, nor a song or poem, nor related to Lotus "Notes" making up a verse! One of the most significant things about IBM Verse is the level of attention it ha [read] Keywords: collaboration ibm lotus notes application applications development email google microsoft mobile networking office outlook
253


It’s Like Facebook At Work
Mon, Nov 17th 2014 9:40p   Alan Lepofsky
For the last few years many software vendors in the enterprise social market have explained what their product does by using the analogy "It's like Facebook at work". Well, now it appears Facebook themselves will be getting into the game by actually offering, Facebook At Work. At the moment there are few official details from Facebook about the product such as when will it be available, what will it cost, what will it do, etc. Below are a few of my thoughts about the potential Facebook At [read] Keywords: collaboration application enterprise facebook google integration leak microsoft networking security
195


Analytics Is At the Centre Of IBM’s Future
Wed, Nov 12th 2014 10:50p   Alan Lepofsky
Today was Day 1 of IBM's Analyst Insight Summit. This exclusive event brings together the top industry analysts from around the world to meet with the heads of IBM's software division. If I had to sum up the event in one word, it would be analytics. IBM has a vast software portfolio that covers a variety of topics, but at the centre of all of them is IBM's message around using data to gather insights that can lead to better decision making. While IBM has several technologies in the an [read] Keywords: collaboration ibm application applications email
214


Microsoft Office Begins Plan For Mobile Domination
Thu, Nov 6th 2014 10:03a   Alan Lepofsky
For the last two decade Microsoft Office has been the dominate desktop productivity suite. Argue about "cool alternatives" all you want, but who doesn't come across Word, Excel or PowerPoint at some point in their day? As web-based applications began to take hold, alternatives to Office became quite viable, most notably Google Apps. The rise of web apps also brought into question the need for word-processors, spreadsheets and presentation software. Alternatives like wiki pages, blogs, coll [read] Keywords: applications desktop google mac microsoft mobile office wiki




217


My Thoughts On Jive Software’s Jiveworld 2014
Mon, Oct 27th 2014 12:43p   Alan Lepofsky
Last week in Las Vegas Jive Software held their annual JiveWorld conference. In front of around 1600 people Jive talked about how their products and services enable people to "Work Better Together". Below is my analysis of some of the key announcements, including: - Google Apps and Microsoft Office 365 integration - A new view for "Top and Trending" in the newsfeed/activity stream - The introduction of Jive's WorkTypes tool - Analytics and insights, including a look at their fu [read] Keywords: application google integration microsoft office
230


My Thoughts On Salesforce Dreamforce 2014
Sat, Oct 18th 2014 12:03a   Alan Lepofsky
If you've never attended Salesforce.com's annual Dreamforce conference the first thing you need to know is that no single blog post or video recap can properly express the enormity of this event. It's huge. Gigantic. Enormous. For a week more than 100,000 people descend upon every street, hotel, restaurant, art gallery, museum and even movie theatre for blocks around San Francisco's Moscone Convention Center to participate in the spectacle. The event is part technology conference, part fund- [read] Keywords: collaboration notes application applications community development enterprise google instant messaging interface microsoft mobile wiki
97


Dear Citrix, I Want To Work Here!
Fri, Oct 10th 2014 9:33a   Alan Lepofsky
Yesterday I attended the opening of Citrix's new office in Raleigh, North Carolina. This new facility was built upon the foundation of an old factory and warehouse and will be used primarily by employees working on the ShareFile product family. But the scope of this building is much larger for community around it. Just a 10-15 minute walk from downtown, this new office is in an area dominated by abandoned warehouses. Citrix has spent more that 3 years working with local, state and federal of [read] Keywords: citrix community mobile office
89


Microsoft Begins Bridging The Worlds Of Email and Social Networking
Thu, Sep 25th 2014 9:26p   Alan Lepofsky
Today Microsoft announced that the group functionality commonly found in social networking tools will now be available right inside the Office 365 Outlook client. As seen below, people can access their normal email Inbox and folders as they always have, but now below that they can navigate to the groups they are part of. A group is a place where people can share messages, files and take advantage of a group calendar. [read] Keywords: email microsoft networking office outlook




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