Comments for Oliver Southgate

Comment on Planning a social media campaign by Marcel LeBrun

Marcel LeBrun — Thu, 22 Jan 2009 13:21:40 +0000

Hi Oliver,
Great article. I notice you mentioning dealing with complaints in your comment/discussion with Craig. I did a presentation on Brighttalk a little while ago on the top 10 conversations to listen for in social media and also talk about how to respond to heach one – you might find it interesting (sorry you have to register for Bright Talk to see it – didn’t realize that at the time)

Top 10 Conversations to listen for in social media – http://tinyurl.com/cwjkqb

Thanks for mentioning Radian6 for social media monitoring tool. Let us know if we can be of help to you in any way.
Thanks,
Marcel
CEO Radian6

Comment on Planning a social media campaign by osouthgate

osouthgate — Thu, 22 Jan 2009 09:19:36 +0000

Hi Shane
There are a number of tools out there.

http://www.Trackur.com and
http://www.radian6.com/cms/solution are used for reputation tracking.

I would suggest using netvibes and create custom rss feeds based on search results for various keywords etc and collect info from the likes of

Technorati
BlogPulse
Google Blog Search
Twitter
etc

but it depends on where you campaign sits.

Read this article, it maybe helpful http://www.marketingpilgrim.com/2007/08/26-free-tools-for-buzz-monitoring.html

Comment on Planning a social media campaign by Shane Wang

Shane Wang — Thu, 22 Jan 2009 08:44:58 +0000

Hi, Ollie, Hope you enjoy your life in the Middle East.
It is a very interesting article. Do you know any software/web tool will help you to trace those campaigns along the way?

Comment on Planning a social media campaign by osouthgate

osouthgate — Thu, 22 Jan 2009 04:57:23 +0000

Thanks for your comments Craig, very insightful.

I do agree with you that Social Media is a very vague term and does not detail business justifications, but the term has helped me to deliver educational training to the company I work for where the only elements of any internet activity was through the website and email only. The company produces Conference, Exhibitions and Training around the world, but based in the Middle East.

Your definition of engagement is completely right and I will take some of these idea, loyalty being my favorite and and see if I can add this into my educational workshops to see if we can come up with anything in future campaigns.

One thing that always comes up though is dealing with the “complaints” aspect, the majority of people in my company see complaints posted online as negative and want them removed asap, whereas (you? and ) I feel as though we should embrace the complaints and work with the community to fix the issues, this is where product development can be done for you without the need for focus groups.

Comment on Planning a social media campaign by Craig Hepburn

Craig Hepburn — Wed, 21 Jan 2009 14:52:08 +0000

Hi Ollie, you make some great points i especially like the idea of “re-search” and my mantra is about how you as a person or an organisation can “engage” and be useful in your networks and take advantage of the tools and that are available to help you keep informed. I also like to talk about the idea of developing a social marketplace and move away from overly used terms such as web 2.0 and social media as these are vague and dont really signify a business case or purpose. Developing the social marketplace: sites such as eBay, Amazon, http://www.Dellideastorm.com or Zopa (social lending) or sites such as Digg.com, LinkedIn, Trip Advisor and Yelp where the main drivers behind their continued ascendancy are reviews, opinions and recommendations by a connected community who pride themselves on credibility and reputation by being engaged.

Engagement is a holistic characterisation of a consumer’s behaviour, incorporating more detailed behavioural characteristics such as loyalty, satisfaction, involvement, word of mouth promotion and complaints but very few businesses or organisations are measuring this let alone actually integrating it into any of their digital marketing strategies when building a social marketplace or social media strategy.