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.
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)
Comparing the Various Flickr Account Types
Tue, May 21st 2013 9:10a Alan Lepofsky On May 20th Flickr announced their new design as well as new account plans and storage options. As a long time Flickr Pro user, there are a few things I wanted to understand before making a decision about how I'll use Flickr in the future. Since I was finding it difficult to understand the changes, I created the following spreadsheet and asked the world to help me fill it in. (go crowd-sourcing!) I had always used a Pro account because of the need for more than 300MB of storage, but now wit [read] Keywords: facebook
It’s Important To have Intelligent @Mentioning
Tue, Apr 30th 2013 11:50a Alan Lepofsky As the size of our social networks grow (meaning we connect with more people) it's important that the tools we use make it simple to interact with the right people at the right time. (context matters!) I've found that some collaboration platforms do this well, while others do not. Here is a good example from Yammer. Notice when I type "@k" it first suggests Kevin Young, he is not the only person in my network who's name starts with K, but he is person I interact with most frequently. Th [read] Keywords: collaboration
Socialcast Adds Integrated Social Task Management
Thu, Apr 18th 2013 11:00a Alan Lepofsky Today SocialCast by VMware announced the new version of their enterprise social networking platform. The main new feature of this release is the integration of Social Task Management, which they are calling Socialcast Projects. As you know, I've been preaching about the benefits of Social Task Management for quite some time, so clearly I am happy to see Socialcast provide this new element to their product. With this new enhancement people using Socialcast will be able to more easily to organise [read] Keywords: enterprise
In Google We (Don’t) Trust
Fri, Mar 22nd 2013 2:20p Alan Lepofsky This week Google made two product announcements that generated a lot of press. The first is that it would be shutting down Google Reader on July 1, 2013. The second was the introduction of Google Keep, which people are referring to as the evolution of Google Notebook and a competitor for Evernote. (more on that below) The closing of Google Reader has infuriated many people the tech community who have in turn stated they won't look at future Google offerings (like Keep) because they no lo [read] Keywords: notes