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  • 18 May 2017 11:28 AM | Deleted user
    By Sweta Patel | May 18, 2017 as published on Social Media Examiner

    Do you want to track the effectiveness of your social media marketing?

    Wondering which social media tactics are paying off?

    By defining and tracking a few key data points, you can determine whether your marketing is on target.

    In this article, you’ll discover seven social media metrics to help you gauge your marketing’s effectiveness.

    #1: Assess Discoverability via Mentions and Inbound Links

    How can you make sure the right people discover you on social media? One way is via your posts. The more your content is dispersed and distributed, the more your business shines and the easier it is for your target audience to find you. If your follower and fan metrics are increasing, your reach is increasing too.

    Your total number of followers or fans is only the initial metric, though. You also need to measure the value of your relationships with followers as seen through their interactions with you. Look at the number of mentions or tags. Do people respond to your posts, share your content, or talk about you?

    The number of mentions corresponds with the number of times someone has mentioned your business. This happens in different ways on different social platforms. Perhaps someone replied on Instagram or Twitter using your tag (@SpeedQueenHome, for example). When someone responds to or interacts with your shared content, there’s often a mention.

    Users might tag your business on social media.

    Users might tag your business on social media.

    Users, fans, and followers can also mention you in their own social posts and comments outside of your content.

    Users might also mention your business by name in their social posts.

    Users might also mention your business by name in their social posts.

    If your audience isn’t mentioning you online, perhaps the content you’re sharing isn’t resonating with them. Consider running a few split tests with your audience before you choose which messages to proliferate.

    While every industry is different, your social media efforts should yield some results such as mentions. If you have a very small following and several mentions, your content and presence are relevant but you need to look into some audience growth strategies.

    If you have a huge following but few interactions and mentions, either your content isn’t relevant or you’ve run ad campaigns that have attracted ill-targeted followers and they’re not doing you any good. Again, the solution is to invest time and energy into growing your audience.

    After you view the number of mentions, you can use a host of third-party tools or Google Search Console to take a look at the number of inbound links. Inbound links show how many times people are linking back to your website or blog. From an SEO perspective, you’re building both authority and discoverability when others share your content.

    Use a third-party tool to see the number of inbound links from each site that links to your content.

    Use a third-party tool to track the number of inbound links your site has.

    #2: Evaluate Engagement From Audience Interaction

    How likely is your audience to share your content? When your followers and fans feel motivated to spread your message, your engagement can increase exponentially.

    You’ll find engagement levels through different metrics in your social media insights. Engagement can be in the form of retweets, forwards to a friend, comments, likes, shares, and inbound links.

    Track various social media metrics to gauge engagement.

    Track various social media metrics to gauge engagement.

    You’ll also want to look at your traffic from social media in Google Analytics. Click on Acquisition > All Traffic > Channels. You must set your dimension to Social to see the full social report based on the channel. From this report, you’ll be able to determine which social network is your best traffic source.

    Look at your Google Analytics to see which social network is delivering the most traffic.

    Look at your Google Analytics to see which social network is delivering the most traffic.

    By analyzing the conversion rates on all of your social channels, you can determine what types of content to promote on each channel. This data gives you a better understanding of how you can publish more on popular topics.

    #3: Measure the Impact of Influencer Marketing

    If you’re looking to amplify your reach and engagement on social media, consider bringing in influencers. Look for influencers who have developed a following that’s relevant to your business. Influencers aren’t competitors, but they’re reaching the very target market you want to touch.

    For example, you could bring influencers to your brick-and-mortar business and have them post about it, or offer them your product for free in return for a shout-out on social media (and possibly their blog, Yelp, etc.).

    So how do you measure the effectiveness of influencer marketing? By understanding the number of brand evangelists and advocates you have, and how they’re helping you grow.

    The first step in building an influencer marketing strategy is to search for influencers who will deliver the most value. A good tool for influencer research is BuzzSumo. You can then use tools like Traackrand GroupHigh to help you maintain relationships with the influencers you’ve identified with BuzzSumo.

    It’s important to know what conversations are being shared with your audience. You also want to know what network is bringing in the most shares. Use unique UTM codes for each influencer to help determine which are driving the most traffic for you.

    You can use UTM codes to track traffic from influencers.

    You can use UTM codes to track traffic from influencers.

    #4: Gauge Sentiment via Your Net Promoter Score and Audience Surveys

    Do you know how your target audience feels about your content and your brand in general? Is the sentiment positive? Or does your content need improvement?

    The net promoter score (NPS) helps you gauge the sentiment of your audience. To calculate your NPSsurvey your customers with the following question: On a scale of 0 to 10, with 10 being highest, what’s the likelihood that you would recommend us (our company) to a friend or colleague? You can use the NPS Calculator to get an idea of how your brand is measuring up.

    Your Net Promoter Score helps you assess the sentiment of your audience.

    Your Net Promoter Score helps you assess the sentiment of your audience.

    A tool like Mention will also help you gain insight into how your audience feels about your brand. You can see how others view your brand and measure brand sentiment.

    Once you know the sentiment of your audience, develop a series of surveys to understand the sentiment on each social network. Try using 6 different surveys with a sample size of 250 or more on each network to get an average of your best-performing networks. The surveys will let you see how engaged the audience is with your current content and identify areas you can improve.

    The goal is to measure the sentiment for each network.

    #5: Examine Internal Engagement

    Is internal engagement just as important as external engagement? Most teams believe it’s all about building and growing your audience. But how can an audience be passionate about what you do if your team doesn’t set the bar?

    Dynamic Signal is a great tool to gauge your employees’ interest in the content you share.

    Dynamic Signal helps you measure your employees' interest in what you share.

    Dynamic Signal helps you measure your employees’ interest in what you share.

    You can measure your spending against your goals and KPIs. The most effective content assets for measurement include blog posts, ebooks, videos, and presentations.

    #6: Calculate Conversions From Your Social Channels

    Start measuring the conversions from your social media efforts to see if they’re paying off. Conversions include subscription metrics, registered users, and the number of leads from your social media channels. You also need to understand the conversion rate from the social network to the lead.

    Which social networks are converting the most leads? What’s the rate they’re converting leads? You can use Google Analytics to determine your conversion rates.

    Google Analytics can help you determine which social media platforms are converting the most leads.

    Google Analytics can help you determine which social media platforms are converting the most leads.

    #7: Determine the ROI of Your Social Media

    At the end of the day, the big question is how many sales are you generating from your social media marketing? What’s the cost per lead?

    If you set up UTM URLs for each action, you’ll be able to view the metrics you need to understand which programs are paying offand which programs need improvement.

    You can use a single-touch attribution model, which allows you to see if the lead came in from a single source of social media. This can be in the form of first touch or last touch. What was the lead’s first activity with you? What was their last activity?

    If you use the multi-touch model, you’ll be able to determine if the lead came in from multiple sources.

    For example, suppose users do a Google search for your site and then see two social posts on Facebook. Next, they decide to go on Twitter to download your latest ebook, which they then purchased. This would give 40% of the weight to Google and the ebook and 20% credit to the two social posts on Facebook.

    Determine which model is best for your business and understand how social media is impacting revenue within the organization.


    In your efforts to become a shining star on social media, you’ll need to pay attention to these seven metrics. Each one gives you insight into your accomplishments. Together, they empower you and your business to continue on the path to creating a relevant brand presence with a positive ROI.

  • 15 May 2017 5:36 PM | Kathy Doering (Administrator)

    by Alex Jones 

    The consumer packaged goods (CPG) industry has been in flux. Changes in customer demographics, increases in online product research, and uncertainties about retail shelf space are all affecting the relationship between CPG companies and consumers. A trend of missed connections and opportunities is definitely present in this sector.

    As the CPG industry and its customer base evolve, maintaining strong relationships with consumers and collecting the right metrics are imperative. To make informed decisions in the current market, consumer goods brands must adapt their communication and customer care strategies. And, today, social intelligence is an invaluable tool for gathering market insights, helping to improve customer engagement activities and marketing objectives.

    Some CPG brands have already found success in implementing social data into their digital strategies, yet the majority have yet to include social into their marketing and research mixes. Yet they need to, and soon.

    Formulating a social plan from scratch is a daunting task and may prove inefficient if the focus is misguided or if KPIs aren't clearly outlined at the outset. However, done right, social intelligence can add value by strengthening customer relationships, obtaining valuable insights, and allowing business professionals to make better decisions across the organization.

    Beyond Content Distribution

    Too often, CPG companies consider social media solely a channel for content distribution, and fail to recognize the role social intelligence can play in their marketing and business strategies.

    In reality, social media can and should be used for so much more than content distribution. Social media is a vehicle to converse directly with customers and build personal relationships. It's also a helpful resource to gather consumer and market insights (CMI).

    Moreover, brands should avoid keeping social media efforts in a silo. They need to explore the myriad ways social insights can provide value across the organization, in departments as varied as inventory planning, customer support, and campaign management.

    We've identified three prominent applications of social intelligence among leading CPG companies:

    Benchmarking business objectives

    Measuring brand health

    Gathering consumer insights to conduct market research

    To garner full value from their social intelligence strategies, CPG companies should be mindful of incorporating those three initiatives into their social plans.

    Benchmarking Business Objectives

    Social is an excellent way to benchmark business objectives, especially for CPG companies. Goals may vary across brands or departments, yet there are endless metrics available within social data.

    Companies producing heavily branded content should compare overall share-of-voice online against competitors to gauge differences in the volume and context of conversations. The results can inform marketers about how to adjust current campaigns and future initiatives to increase brand awareness.

    Alternatively, smaller niche brands that fulfill a specific use case or target a certain demographic should measure success around their respective goals and KPIs.

    For example, an organic skincare brand with a business objective of dominating the "natural" and "organic" conversations can segment online data by these adjectives and sentiments, so that they are only analyzing the discussions that matter. This type of benchmarking is also ideal for CPG companies with specific social missions, because analysts can hone in on specific conversations and avoid tracking larger, more mainstream brands that might not be relevant to the business's concerns.

    Measuring Brand Health

    Measuring brand health and conducting consumer trend surveys is one of the easiest ways for CPG companies to harness social data and analytics. Since these types of analyses tend to be conducted on an ongoing basis or during certain periods of time (e.g., monthly), the research process can be streamlined by using the same data search for each time frame, to measure the same benchmark repeatedly.

    These searches act as a snapshot over a designated period and can show changes in conversation around a brand. Once generated, these reports can be used as a foundation for more detailed market research.

    Gathering Consumer Insights for Market Research

    Social media has become an invaluable source for CMI research. Social consumer and market analysis can provide deeper insights than overall trend and brand health measurement, and it can be used to answer robust research questions.

    Though only a few CPG organizations conduct this type of research, the application of social listening and analytics provides outcomes that are among the most informative and fruitful for business.

    This type of research usually falls into one of two formats:

    Exploratory research is a type of social ethnography guided by data. In this method, there is no preconceived hypothesis, and the volume of social data available can provide a vast amount of insights without spending a large amount of time and money. An example would be looking into the demographics of people discussing a brand or product, and then proceeding to uncover unexpected insights based on those initial findings.

    Research with a specific goal to answer a "why" question. This method should be used to test a specific hypothesis or answer a specific question. For example, "Do people do more laundry in summer or winter?"

    * * *

    The incredible volume of social consumer insights available for research purposes should empower CPG companies to gain deeper insight about their customers, their behaviors, and the sector as a whole. Smart companies shouldn't let this area of social intelligence fall to the wayside. Incorporating social insights into the CPG research mix is no longer a nice-to-have, but a must-have.

  • 15 May 2017 5:18 PM | Kathy Doering (Administrator)

    By: Emma Fitzpatrick

    Researchers discover the true value of a like

    Establishing, growing and engaging a social audience is simply part of doing business in 2017. And 90 percent of marketers said social media is important to their businesses in the 2016 Social Media Marketing Industry Report.

    63 percent of marketers commit six or more hours per week to social media, while 19 percent spend more than 20 hours a week. In addition to time, we spend a lot of our marketing budget on social media.

    Social media advertising budgets have doubled worldwide over the past two years — going from $16 billion in 2014 to $31 billion in 2016. Come 2019, those in the U.S. alone are expected to spend $17.34 billion on social media advertising.

    While most of us are regularly analyzing our social media efforts, 58 percent of marketers said they were not able to measure their return on investment (ROI). In essence, we’re investing a lot of time, money and energy, and we're not quite sure whether it's worth it.

    That's why The Harvard Business Review has conducted 23 experiments over the last four years involving more than 18,000 people. They wanted to research whether attracting and engaging social media followers leads to increased sales.

    The researchers focused exclusively on Facebook because it's the dominant social network. Though, they believe their findings apply across all social media platforms.

    Here's what they learned — and what you should know, too.

    Do Facebook likes impact sales?

    Across 16 studies, they found no evidence that following a brand on social media changes, affects or influences people's purchasing behavior.

    Seeing a friend like and engage with a brand on Facebook had no effect on the purchasing habits of other friends.

    Boosting, sponsoring or advertising brand content to followers can have an impact. When a brand paid Facebook to display two posts each week to members of the group, those people participated 8 percent more.

    How to make Facebook work better for your brand

    Share and cultivate endorsements. Sharing and promoting engaged customers' posts — like a positive review or experience — provides significant value to influencing behavior. Gather those posts, share and boost them. Or try influencer marketing.

    Go beyond the like. For social endorsements to work and hold the power of word-of-mouth referrals, people need to know more. They want to know their friend is actually using your product or service and likes it. To get this content out there, try including a share button after someone makes a purchase or encourage them to leave a review on Facebook. The research did show that tactics like this can help influence online friends.

    Listen to your people. Those who follow and engage with your content on Facebook are going to be some of your most loyal customers. Create boosted, targeted content that asks them to submit user-generated content or leave feedback about a new product your brand is testing.

    Less than half of marketers (49 percent) said social media has not helped them improve sales, according to the 2016 Social Media Marketing Industry Report. But 92 percent of marketers who invested six hours a week on social do believe it increased exposure.

    Using the data and insights above, though, your brand can likely improve sales and increase exposure even more.

  • 11 May 2017 4:33 PM | Kathy Doering (Administrator)
    Great Job Starbucks! 

    Starbucks is one brand who taps into social media conversations in order to learn more about what's hot out there (pop culture) and then creating something fun around it! 
    Unicorns are all the rave right now and by listening to social media conversations, they capitalized on it in a big way! Creating the drink, then marketing it for "only a short amount of time" drove demand and huge social media buzz. 
    However, they did make one mistake- they were not listening to what their Baristas were saying online about the drink. 

    Seems the drink was quite the production to make! With several different add ins, it drove employees crazy. 

    Starbucks did quite well overall with this crazy drink and drove customer engagement in social media in a huge way- so much so that their next new drink will be called Midnight Mint Mocha Frappuccino. 

    "Just stay tuned because we have a lot more coming," Howard Schulz, the company's former chief executive, said last week. He created the unicorn drink for driving "significant traffic, awareness (and) brand affinity" to the chain, which is recent quarters has struggled with disappointing sales.

  • 25 Apr 2017 2:58 PM | Deleted user

    By Tom H. C. Anderson

    Posted on the Next Gen Market Research Blog

    Guru-Turned-Researcher Offers Right and Wrong Uses of Social Data, Tips for Winning in Social, What Apps to Watch, and More!

    More than a decade since Facebook and Twitter became available to users worldwide and sparked the social media marketing revolution in earnest, social media data continues to perplex and tantalize market researchers.

    I personally get asked by clients about social media listening data all the time, and I’m still stunned by how many misconceptions and how much confusion abounds out there!

    So who better to kick off our first NGMR interview on the newly relaunched blog than a social media master strategist who has actually joined the ranks of consumer insights?

    Jason Falls is one of the most highly sought speakers in digital marketing today, a consultant to Fortune 500s, the driving force behind Social Media Explorer—one of the most widely read social media marketing blogs in the world—and co-author of “No Bullshit Social Media: The All-Business, No-Hype Guide To Social Media Marketing” and “The Rebel’s Guide To Email Marketing.”

    In 2016, Falls became a bona fide consumer insights professional as founder and partner at Conversation Research Institute (CRI), which specializes in mining online conversations for consumer insights.

    In this interview, Jason and I covered a range of topics including right and wrong uses of social media listening data, tips for winning in social, what apps to watch, and more.

    I hope you get as much from the conversation as I did!

    Q&A with Jason Falls

    TA: Jason, you’re a social-media-guru-turned-market-researcher. Why did you decide to branch out into primary research using social data?

    JF: The story I tell is that I’m just a dumb hillbilly from Kentucky. I can make strategy recommendations all day but if I don’t have data to back up my assertions, I am marketing by assumptions. And you know what happens when we assume. That’s a fun way of saying I truly think the best creative strategies and ideas I’ve developed over the years come from understanding the audience better. Research insights fuel better thinking, more effective marketing and growth. Without them, you’re a guesswork marketer. In my experience, guesswork marketers don’t last very long.

    TA: You have quite an arsenal of tools you rely on, including several mainstream social media monitoring tools. Does one need more than one social media monitoring tool, and if so why?

    JF: Depending upon the complexity of your brand and what you’re trying to track and understand in conversations, you may or may not need more than one tool. Most businesses, quite honestly, don’t need more than one. But it’s really based on what you’re trying to accomplish. There are tools better for real-time engagement and customer service-like routing and documentation. There are listening tools that are built with your brand name and products in mind. There are research-oriented tools that are more focused on helping you understand audiences, topics and find relevant conversations around broad topics, not specific brand names. I can make a use case for all of those things for any brand, but I can’t recommend one tool that does all those things better than others. 

    Analytics software like OdinText is an important gap-filler in offering what I believe is a stronger text analytics engine and practice than automated tools can produce. Social listening platforms present pretty charts and graphs but they’re all about counting keywords. If one is present more than another, make it bigger, a different color, etc. They’re not as good at coding and categorizing the conversations in a meaningful hierarchy that makes sense to someone trying to understand all the context. OdinText is less worried about counting and more worried about contextualizing. That’s a big difference. 

    TA: I’m familiar with a few of your case studies and you’ve made some available on your site. What are the best kids of problems to solve using social media data, and as importantly, what kind of questions should you not expect it to answer for you?

    JF: Social conversations open doors to understand who your customers are, how they interact with your brand or products and how they interact with competitors and other forces at play in the market. What that means is that you can use social media conversations to understand use cases, product features and likes and dislikes of specific things like accessories or flavors or color schemes (to use some examples). These conversations can help you understand more about your customer experience and what’s good, bad, right or wrong about them. Plus think about this: You have audience demographics. You can also access psychographics in some cases. And with social media, you can see what I call socialgraphics (what people like, what content they read and interact with, who they’re friends with, who they follow, etc.)

    But with conversation research, now you can also see what they say, to whom, when and where. The Conversation Data can fuel better targeting, more relevant opportunities for touch points with your brand, audience segmentation and more. 

    Yet, conversation research has its limitations. With it, you don’t direct the conversation. You eavesdrop. People say what they naturally say. You have to hope they are talking about the topic you’re looking to understand. While CRI does have a research-based approach to instigating conversations when they aren’t there, the truth is that very specific brand curiosities may turn around no results. 

    Conversation research is also limited by the connection to user demographic data. While most listening tools are able to identify a user as male or female the truth is that core demographic data like gender, ethnicity and location are typically scraped from social media bios. No only do some people not provide that information, but it isn’t necessarily accurate. None of the tools that I know of connect social activity to household income, either. That limits how effective conversation research can be with luxury products or services focused on people of a certain socioeconomic status.

    TA: What do you see people doing wrong with regard to social media analysis?

    JF: They’re relying on the tools alone. The last three research projects I’ve conducted included very specific and lengthy Boolean parameters of what we were looking for. A sophisticated tool should return a high degree of relevant results. But three different platforms turned around no greater than 9% relevant conversations. So out of 1,000 posts, I’m hoping I can use 90 of them to develop insights? That’s terrible. And to think … some people pay upwards of $3,000 per month for a tool that craps out 9% relevance?!

    In order for our data to be optimally effective, you have to add human analysis to it. That’s why we started CRI in the first place. There’s a gap in the mid-market brands and agencies who don’t have analysts and don’t know how to use the analytics tools properly. We think we solve that problem. 

    TA: What three tips you would give to a brand wishing to increase its digital power?

    JF: To me, it’s always been all about content. The best digital marketing case studies are always centered around great creative content. Sexy social media, email and website content is today’s 30-second spot. If you can create something that gets shared online, you’ve won half the battle. Invest in creative content.

    Next, I would remember that even though you are your own publisher these days, people aren’t necessarily coming to you for your content. Build in a paid budget to strategically target your content at the customers or audience members who are most likely to want what it is you’re selling. The Internet is not a place where if you build it they will come. It’s a place where if you build it, then promote the crap out of it, they might come. 

    Finally, just be there for your customers. Respond. Engage. Like and comment on their stuff, too. The more friend-like you can be to them, the more friend-like they’ll be to you and the more top of mind you’ll be when they’re ready to buy something you sell.

    TA: Any, what not to do’s?

    JF: Don’t lie. Don’t hide. And whatever you do, don’t mess with Wendy’s. Heh.

    TA: Can you name any cool new social media apps that are worth considering, or overlooked, especially for those who may not have a Fortune 500 budget?

    JF: There are dozens, aren’t there? I’ve recently checked out Mentionlytics, a social listening platform out of Greece that runs $29 per month. I also like Zoomph, but it’s a little more expensive. And then there’s niche stuff like which is a solution for people who want to add links to their posts on Instagram. Instead of changing out your profile link with every post or product picture, you can keep the link in your profile the same and send them to a landing page where your latest posts are categorized with the images and links you wanted to post in Instagram but couldn’t. So there’s always something new out there to play with. 

    TA: Finally, where do you get your inspiration? What individuals or sources do you look to?

    JF: Straight heroin. Kidding. I read a lot of industry blogs and publications to stay up to speed on what’s trending and what-not. Christopher Penn always educates me. I read Jay Baer and Mark Schaefer. Valeria Maltoni makes me smarter. But I really get most of my inspiration from my kids. Grant (11) and Katie (8) make me want to work hard and be a better man every day. My only real goal in life is not to fail them. 

    Thanks for reading. What do YOU think?


    PS. Who would you like hear from next? Send me your suggestions for NGMR interviews!


    TomHCAnderson Next Gen Marketing Research

    About Tom H. C. Anderson

    Tom H. C. Anderson is the founder and managing partner of OdinText, a venture-backed firm based in Stamford, CT whose patented SAS platform is used by Fortune 500 companies like Disney, Coca-Cola and Shell Oil to mine insights from complex, unstructured and mixed data. A recognized authority and pioneer in the field of text analytics with more than two decades of experience in market research, Anderson is the recipient of numerous awards for innovation from industry associations such as CASRO, ESOMAR and the ARF. He was named one of the “Four under 40” market research leaders by the American Marketing Association in 2010. He is also founder and moderator of Next Gen Market Research (NGMR), a professional networking group for consumer insights practitioners, as well as the editor of the NGMR blog. He tweets under the handle @tomhcanderson.

  • 25 Apr 2017 12:51 PM | Deleted user

    Full Story

    Nicole NguyenBuzzFeed News Reporter

    When you sign up for a free online service, you’re usually giving up your personal info in return. Here’s how to find out just how egregious that data collection is.

    If there’s only one thing you take away from this article, let it be this: there’s no such thing as a free lunch.

    The New York Times recently reported that, an email management app that promises to de-clutter your inbox, sold its users’ anonymized Lyft receipt data to Uber. claims that it’s “trusted by millions of happy users” — but it’s likely that those users weren’t aware that they were forking over their personal emails to Slice Intelligence, a digital commerce analytics company. Now, some users are pledging to remove their inbox accessfrom and delete their accounts.

    The fury is a good reminder of the ol’ Internet adage, “if you’re not paying for it, you’re not the customer, you’re the product.”

    But some sites are much more egregious than others. So here are some ways you can assess an app’s trustworthiness and find out if your free faves are problematic.

    What does “you’re the product” even mean?

    When you sign up for a free online service, you’re most likely giving up something in return: your data. On sites like Facebook and Google, that means the service uses your personal information (like your interests, location, gender, marital status, or age) to show you advertisements they think you’d be interested in. Last year, Facebook made more than $26 billion from advertising.

    For many people, this sounds like a good trade off: You get to use something legitimately useful, like Gmail, for free, and the most visible consequence is an advertisement. But other companies go much farther., for example, didn’t use user data to target ads — it looked at individual emails and sent them to Uber.

    And if you found that story about Target knowing a teen girl was pregnant before her father did thanks to extensive customer data collection to be pretty creepy, you should know that that same kind of analytics-based-advertising-influence has probably been exercised on you.

    How do I know what companies are doing with my data? Is it safe?

    Be very careful about what kind of access you give apps. To do that, closely at what you’re agreeing to when you sign up.

    For example, when you sign up for, you’re giving the service the ability to read, send, delete, and manage your email. This is a good time to ask yourself: Does the service really need all of these permissions? Do I trust this service?

  • 30 Mar 2017 6:45 PM | Deleted user

    By: Hal Conick, as published in Marketing News

    Think your prospective customers are pissed? You may want to look closer; a recent study finds that the bulk of social media firestorms are retweets. 

    Nearly all tweets that make up a social media firestorm are retweets, according to a researcher at the AMA’s 2017 Winter Conference. 

    Kimberly Legocki, an adjunct professor at California State University, says 95% of social media firestorms are made up of what she calls “raging retweets.” These accounts are quick to retweet or post once, then go away entirely. 

    More active consumers during a firestorm are those who want change but do not angrily express their feelings. Legocki says these are people who are very logical and well-spoken but tend to be overlooked by brands who are inundated by angry tweets. After a specific firestorm, these accounts tweet 7.2 times on average. 

    “I worked for brands and we never paid attention to that,” she says. “It does look like a firestorm, but people go in just once or twice and then out.”

    A firestorm, she says, is related to a sense of outrage that a company has violated a social norm. 

    “When we [consumers] tweet [at] a brand, we expect them to respond within an hour,” Legocki says. “Our expectations are changing. … We know that if righteous anger triggers a response, perceived injustice will trigger righteous anger.”

    This anger, she says, is what will determine which action is taken by a consumer, including what to post, how often and when.  

    Legocki studied 10,000 tweets from four different events–including Wal-Mart selling child-size Israeli soldier costumes and McDonald’s sponsoring school nutrition programs–using indicators of anger, including expressed disgust and the word “f---.” All firestorms had similar beginnings and endings, she says, and all had the same results: mostly angry retweets. 

    “If you were really angry we expected you’d take the time and make the investment to create that original content,” she says. “We like to retweet the most salacious information, those really attention-grabbing headlines with outrageous words.”

    Key Takeaways

    What? A social media firestorm may look like a lot of very angry people, but one researcher says its 95% retweets. 

    So what? During firestorms, brands seem to ignore the level-headedconsumer who just wants a resolution. 

    Now what? Brands may want to look past the angry tweets and see what well-spoken customers are tweeting, even in the most incendiary moments of a social firestorm. 

  • 29 Mar 2017 6:42 PM | Deleted user

    The headline for Thom Wheeler’s op-ed piece in The New York Times today says it bluntly: “The G.O.P. Just Sold Your Privacy.” Wheeler is referring to the House vote on Tuesday, blocking FCC privacy rules passed during the Obama administration.

    This rollback would allow cable firms and wireless providers to exploit your “browsing history, shopping habits, your location and other information gleaned from your online activity” any way they want, writes Wheeler, the former chairman of the Federal Communications Commission.

    We’re sure he’s right. But consumers won’t be the only victims of this foolish piece of deregulation: The real losers will be brands that market online. They have just lost control of their own data.

    Nobody has analyzed this yet, but here’s one possible scenario, based on historical precedent. There was a roaring controversy years ago about American Express using data from the transactions it processed to send catalogs and other product offerings to cardholders.

    The argument took place behind closed doors, and memory has faded on some points. But American Express was competing with its own clients -- direct marketing companies that accepted the AmEx card.

    If  L.L. Bean was selling jogging shorts, American Express could see that and offer jogging shorts (a hypothetical case). Obviously, it didn’t go over well: Catalogers argued that these consumers were their customers.

    The program went away. But fast-forward to the digital age. The ISPs and telecoms will now be in a position to do the same thing. They can take the behavior prompted by your seven- or eight-figure marketing budget and use it to peddle data.

    In short, they’ll be getting a free ride on your marketing spend — on SEO, email, mobile and display. It will end up in court, and there will be no easy political formula for judging it. And even if the broadband providers cut deals with you, it will be an attribution mess.

    What’s next? Will credit card processors also have the right to sell your sales data?

    The next problem is even bigger. The privacy theory in Europe (and much of the rest of the world) is based on affirmative opt-in, not a dubious opt-out. As Jess Nelson reported in MediaPost on Tuesday, Flybe and Honda and were hit with fines in the UK for sending “spam.” But if we’re reading it correctly, those emails would scarcely cause a ripple in the U.S.

    Martin Abrams, executive director of the Information Accountability Foundation, told MediaPost last fall that “you can think with data and draw insights in the U.S. That’s a competitive advantage because thinking with data is an unregulated activity. Outside the U.S., you have to have a justification even to process data.”

    Clearly, we’re going against the European rules. Is this U.S. marketer’s version of Brexit? 

    So just what rights will U.S. consumers have under this scheme? Sen. Jeff Flake (R-AZ) asserted on TV last night that people can opt out. (He didn’t seem too sure of it). But another article in today’s Times states that broadband providers “today let you 'opt out' of using their data, although figuring out how to do that can be difficult.”

    The article adds that the “digital rights group Electronic Frontier Foundation suggests you might pay to use a virtual private network, which funnels your internet traffic through a secure connection that your provider can't see into. But good VPNs aren't free, you have to figure out which ones you can trust,” he concluded.

    Meanwhile, you the consumer can forget about the line between anonymous digital data and personally identifiable data. As Abrams has said, “it’s inevitable that the shadow you and the real you will come together.”

    But let’s be fair. The Obama-era FCC rules had not yet taken effect, so Republicans are arguing that nothing has changed. They’re right — it’s a wash. What has been altered is the bipartisan accord that existed on the privacy issue. It wasn’t always good for marketers — even the pro-business GOP took a strong privacy stance. But it was consistent. Well, no more.

  • 6 Sep 2016 5:56 PM | Deleted user


    Published on Brandwatch

    Social media research can surface consumer insights that can be difficult and expensive to find in any other way. The volume of conversation on the web gives this research method a unique ability – uncovering qualitative insights on a quantitative scale.

    For many people, however, it can be daunting. There is so much data: millions upon millions of conversations happen online every day. If you don’t know how to refine what you are listening to, you’ll drown in the data. 

    It’s also easy to rely on the metrics that are constantly produced on social: likes, followers, fans and so on. Knowing how to cut through the noise to find the information that can drive business decisions is a real skill. I recently spoke to Bex Carson, Head of Brandwatch’s Research Services team, to get an insight into best practice when it comes to social media research.

    Developing an approach to social media research

    Uncovering insights requires a certain approach. You need to move beyond the simple social metricsto uncover robust insights that can recommend a real business action. The problem can be knowing who to listen to, how to spot a trend, knowing what’s significant and putting your findings into context.

    Many people will start with the metrics they know about. They then think about the questions it is possible to answer with those metrics, and develop a research plan based on that. A good social intelligence tool has the flexibility that renders this way of thinking very restrictive – it starts with what was already known and therefore limits the possibilities of what can be discovered.

    Ask interesting questions

    The foundation for good social media research is asking the right questions. If you start with a bad question, you’ll receive a bad answer.

    Start by forgetting any concerns about how you are going to conduct the research. Focus on the problems and questions you need to answer, without thinking about the methodology. Once you have the question, you can work on the methodology.

    The questions need to be specific. They need to be able to deliver an answer that can be acted upon. Examples of this sort of question might be “What do women in their 50s want from a fashion brand?” or “Is our content resonating with our target customers?”

    Spend time developing questions, and brainstorm with others where possible. Consider the following:

    • What do we want to be able to do that is different based on this research?
    • What capacity/power/authority for change does the reader of the report have?
    • How do I recognize success? What does good look like?
    • What do I already know about this subject/audience?
    • Is my question answerable within the timeframe available?

    Do better analysis

    There are two main approaches you can take to answering your questions. The first involves uncovering metrics that answer a defined question. The second is more of an exploratory approach, discovering insights as you work through the data. Where time and budget allows, a combination of the two approaches will generally reveal the most interesting and robust answers.

    Structured and planned analysis

    For this type of research, you are looking for an answer to a specific question. You need to identify specific metrics that you can bring together to answer that question. By using the power of segmentation – Brandwatch’s RulesCategories, and Tags – you can arrive at specific answers.

    This method is great for answering defined, objective questions. For example, if you have run a campaign and want to know if it drove spontaneous awareness, you can look at the volume of discussion for both the campaign assets and the brand baseline over time. These relatively simple queries will result in metrics that uncover the success of your campaign.

    Follow the breadcrumbs analysis

    This approach is exploratory, listening to the data to discover the story within it. Think of it as social media ethnography. You can arrive at a fuller understanding of your consumers, uncovering different audience groups as you move through the data and spot trends.

    This methodology can be a challenge. You need to enter the project without preconceptions and ensure you don’t draw your own conclusions. It’s a harder way to conduct social media research – using open listening to find underlying themes.

    The benefits are plentiful, though. First, you are closer to the voice of the customer. There is no substitute for listening to your customers verbatim, understanding the nuance and sentiment of their conversations.

    As a human analyst, you can understand and categorize things that a machine simply can’t. Someone might be talking about the same topic even if they don’t use the same words. Reading through the conversations, you can find people might talk in a way that you hadn’t thought of, and use that to enrich your research.

    1. Decide on your dataset

    Broad topics and themes often drive more interesting results than brand queries. You want to analyze of a type of conversation rather than a particular brand. Within the conversation theme, you still need to define the problem clearly so you can create a targeted query and reduce noise in the data.

    As an example, let’s say you wanted to know what people who have seen the movie thought about the new Ghostbusters film. If you just wrote a query on Ghostbusters, there would be a lot of conversation around the all-female cast, or the abuse that Leslie Jones received on Twitter.

    By writing a query that includes personal pronouns, mentions of cinema brands, people saying “just seen/watched” and so on, you will have a much cleaner data set without manipulating it too much.

    2. Clean your data

    This can be a really important way of revealing the interesting, more concealed consumer insights. Many topics can be dominated by a few obvious and popular themes, so that the insights get lost in comparison.

    You want to surface underlying themes with a unique value, rather things you can see easily on a topic cloud/trend line. To do this, you can look at you initial query results to identify the popular themes, and then exclude those mentions by using tags.

    The data that remains lets you see what else people are saying beyond what you already know. It can also be useful to remove retweets, leaving you with only the original conversations.

    3. Take a random sample

    While automation can be a useful tool, the type of analysis we are talking about here is human led. This means you need a manageable dataset. It needs to be large enough to be representative of the mentions, but small enough so it can be read completely, and in detail. Mark off the mentions as you work through them to ensure you cover your whole sample.

    This allows you to undertake the next step…

    4. Read and code using grouped categories

    There is no right way to do this step, and it will largely depend on your dataset. This is where you go on a journey of discovery, hunting down the insights in the data. You want to start grouping themes and topics.

    You can start by creating categories that you think you are going to find. To go back to the Ghostbusters example, you would expect some people to say they “loved it”, others that “hated it”, and everything in between.

    It’s important to remember that this is just a starting point. You need to be completely data-led. New themes will emerge as you work through the data, so you need to add these.

    Human analysis allows you to have nuanced emotional categories, such as anger, frustration, humor, joy and so on. A human analyst is able to pick these up where automated processes would not be able to.

    You can also set up categories for author type, to understand the different conversations among different actors.

    Brandwatch allows you to group categories together, so each emotional or author response can form a sub-group within a parent group. This can prove useful during your analysis.

    Crucially, you want to liberally add categories as you read through the data. At the end, you might find there were only a couple of mentions of one category and decide to delete it. It’s better to do this than be conservative and realize you missed an important topic of discussion only once you reach the end of the dataset.

    5. Analyze and chart

    Now you need to dive into the charts and start analyzing. 

    The best way to start is to simply create a standard chart component and apply filters to the data. You can start looking at your different categories, moving the data around to spot interesting patterns.

    Some of the most useful insights come from crossing your parent categories. So if you have author type on one axis, and emotion on the other, you can start to see different emotional responses from different author types.

    Golden rules for social media research

    1. Compare everything and constantly seek out difference

    The fundamental tenet of social media research is noticing a difference between things. You don’t know what good looks like without seeing the bad, but you are looking for a significant difference. You don’t want to recommend sweeping changes because of a tiny difference in the data. Be curious and keep exploring.

    2. Be curious and ask why

    If you notice a difference, start digging into it. Then dig some more. Keep digging until you have read something that helps explain why that difference exists.

    Presenting your social media research

    First, remember that you are telling a story. With any story, you need to consider your audience.

    There may be several people or departments that are going to read your report. They won’t all have the same amount of time available to read what you have written, and they might not all be interested in the same things.

    While it’s a good idea to start with a methodology to give the report transparency, hit them with the key findings and consumer insights straight away.

    Then, as you continue through the story of the data, you can explain each insight more thoroughly with charts, graphs, and analysis to back it up.

    Having insights buried in a 27 page PDF is frustrating and risks your hard work being overlooked.

    Finally, remember that you’re not really telling your story; you’re telling the story of the people you’re listening to, so make sure to include the voice of the customer. Real examples of social posts, with real customer profile pictures, will bring your social media research to life.



    Kit is a writer and marketing expert. When he's not researching ways to make you better at said marketing, he's often lost in foreign countries, or making pottery (or both).

  • 11 May 2016 6:07 PM | Deleted user

    From Oxford Economics

    Social media is a critical communications channel—for your business and ours. But at Oxford Economics, social media is more than a means to get the message out—we use it as a research tool to gather insights and perspectives, and to add another dimension to our research.

    It begins with basic research. At the start of every research initiative, we mine the social networks and comb the web to identify the key experts, influencers, and decision-makers, to determine the “edges” of current thinking on a particular topic. Drawing on the latest search technology, we are able to collect, review, and compare recently published articles, papers, and other research on the topic. By doing our homework up front, we ensure that our research programme is fresh and distinctive.

    Our alliance with Onalytica, a specialist in web intelligence and sentiment forecasting, enables us to provide a real-time snapshot of the viewpoints, attitudes, and concerns of millions of market influencers, as well as a detailed understanding of the underlying drivers and emerging market trends. These efforts allow us to uncover market shifts and new perspectives not detected through traditional research approaches—helping us craft truly ground-breaking thought leadership.

    We engage with our network of thought leaders, experts, executives, influencers, and other stakeholders through a variety of efforts, including blogging and micro-blogging, interactive forums, and spot-polling to gather insights, perspectives, and opinions that critically shape our research. This allows us to take advantage of the interactive nature of social media—engaging respondents in multi-party conversation that supports and adds weight to the quantitative aspects of our research.

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