© Copyright 2012 STI INNSBRUCK listen – measure – engage

Social Media Monitoring Tools What are Social Media Monitoring tools?  Listening to what people say about various topics in the social media sphere  Different from Social Media Dashboard tools (e.g. hootsuite) 2

Social Media Monitoring Tools Why does an Enterprise need a Social Media Monitoring tool? Monitoring your brand’s reputation, benchmark your competitors, generate new sales leads by:  Listening to what people, customers and potential customers think about your brand  Measuring social media 3

Radian6 – Powering the Social Enterprise Radian6 Analysis Tools Listening Grid  What channels to monitor (e.g. blogs, facebook, twitter, youtube etc.)?  Which countries and languages?  Which topics to listen to?  Set alerts 4

Radian6 – Powering the Social Enterprise Radian6 Insights Combines raw data and 3 rd party* services to:  Reveal the intentions and emotions behind social posts  Provide demographics like age, gender and location  Segment posts by type (questions, complains, etc…)  One-click lists and tag clouds of the most talked about people, places and things *such as Klout, OpenAmplify, OpenCalais 5 source:

Radian6 – Powering the Social Enterprise 6 Radian6 Engagement console  Respond to the posts via your personal or corporate social media accounts  Look at the social profiles of the people talking about your brand  Collaborate with your team (e.g. participation assignments)  Team management (Superuser)  Integrate custom or pre-built applications (e.g. Social CRM tools) source:

Radian6 – Powering the Social Enterprise Under the hood  Proprietary crawlers  APIs like the Twitter firehose, Facebook Graph API  Natural Language Processing* *OpenAmplify 7

Radian6 – Powering the Social Enterprise Facts  Client list includes over half of Fortune 100 Co. Technology, Software, Financial Services, Airlines, Agency, Retail, Travel & Leisure, Higher Education, Manufacturing, Transport…  Founded in 2006  Bought by SalesForce in 2011 (Canada)  Pricing (no free plan, Business $600/mth to Pro $10.000/mth) 8

Social Media Monitoring Market Other: Alterian SM2 Nielsen – NM Incite Lithium Sysomos Attensity Spiral16 Hubspot Viralheat Brandwatch … 9 Source: Forrester Research - Listening platforms Q3 ‘10

References SalesForce: The Forrester Wave: Listening Platforms, Q3 2010: content/uploads/2010/06/The-Forrester-Wave-Listening-Platforms-Q FINAL.pdfhttp:// content/uploads/2010/06/The-Forrester-Wave-Listening-Platforms-Q FINAL.pdf Converseon: Symfony: VisibleTechnologies: Alterian SM2: Nielsen NMIncite: Lithium: Sysomos: Attensity: Spiral16: Hubspot: Viralheat: Brandwatch: 10