10 things you should be monitoring (and a few more from me)
This is a great list! Here are 10 things you should be monitoring from Cameron Olthuis at Pronet. It’s advised you first listen, then understand before participating in any social media mediums.
- Company name
- Company URL
- Public facing figures
- Product names
- Product URLs
- The industry “hang outs”
- Employee activity/blogs
- Conversations
- Brand image
- Competitors
My additions:
11. Also monitor images/video, (Edit: Podcasts too! suggests Brian) such as flickr instances of your company, products, and employees. You may be surprised how your brand or products could be treated (think about the kids who raised money for an iPod to then smash it for online video, exploding laptops, and bike locks that get picked by a pen cap).
12. Monitor tags and Social search tools such as Delicious.
13. Monitor Social Voting tools like Digg.com (strong search) and Techmeme.com (which doesn’t have a strong search yet).
Advanced Listening Reccomendations:
14: This is nearly a part-time job for a small company, and nearly a full-time job for a company with large brand equity, or heavy activity. There are several firms that can offer listening services, but use that for reporting only. Train your product teams to learn how to listen, also consider offering forums for customers so you can bring conversations closer.
15: Also consider creating a feedback mechanism that allows customers to post URLs of conversations that they want you to see –why spend all the time searching, when you could also encourage customers, employees to submit links
16: Lastly, create a “Voice of the Customer” log in your intranet, perhaps using a blog, database, or other tool that can track sentiment, instance, and or voice.
Update: Joseph Jaffe has added #18-23 (I’m subscribed to his podcast, ‘Across the Sound’)
17: Consider devoting an individual or team to this. I suspect in the next few years, roles will appear called “Brand Monitor” or “Blogosphere Watcher”, It’s not just about ‘reporting’ but more like “real-time monitoring” of the voice of your customer. You can harness this to build better products, services, and be a better company.
Of course the next steps are to figure out how to jump in.
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Great additions! Maybe this will turn into another meme, that would be great
10 things you should be monitoring…
Tracking your buzz is really something that is becoming more and more important over and will continue to increase in importance as time goes on. Everything is going social right now and messages fly around the web at a million miles by hour. In order …
[…] Jeremiah Owyang hat noch Dienste wie Flickr, del.icio.us und Digg in seiner Liste ergänzt und merkt richtigerweise an, dass die Aufgabe die genannten Punkte zu monitoren in einem kleinen Unternehmen bereits einen Halbtags-Job ausfüllt. Seine Tipps sind: Die Produkt-Teams sollten geschult werden, selbst “zuhören” und es sollte eine Feedback-Funktion eingerichtet werden, mittels derer Kunden unternehmensrelevante Links mitteilen können. […]
[…] Also read the web strategy additions. Share and Enjoy:These icons link to social bookmarking sites where readers can share and discover new web pages. […]
Monitoring the Buzz…
Cameron Olthuis offers a good list of things to monitor to track the buzz going on regarding your brand…….
[…] Anyway, here’s another successful list getting linked from lots of wonderful sites, including this one. It started out with 10 things you should be monitoring, a post about tracking the buzz around your product but it actually applies to most web projects. Then it got meme’d with another 7 entries by Jeremiah Owyang. […]
[…] Jeremiah Owyang has posted an amended list of Cameron Olthuis’s 10 things you should be monitoring. Then Joseph Jaffe amended that list and upped the ante to 23 things. […]
[…] Web Strategy by Jeremiah » 10 things you should be monitoring (and a few more from me) (tags: business advertising monitoring buzzmarketing) […]
[…] Extended by Jeremiah Owyang on his blog, Web Strategy by Jeremiah. […]
[…] Continue listening Use all listening tools, technorati, sphere, google blog search, google alerts, talkdigger, and other tools to listen to the voice of the customer. Really, really know what people are saying as when you blog, their voice will connect with your business blog. All though advanced techniques, think about all the things you’ll need to monitor. Also read ‘how to listen to the voice of the customer” Seek High Level Sponsorship Socialize why the voice of the customer is so important, and why keeping your company in this conversation is important to stay relevent. Tell your upper management why this medium is helpful as it could save time if used correctly, has a long reach, and is very low cost. Make an agreement for at least 6 months support for a trial program –and you’ll benchmark the success. […]
[…] Traduit librement de Pronet Advertising, Jeremiah Owyang et Joseph Jaffe […]
[…] Extended by Jeremiah Owyang on his blog, Web Strategy by Jeremiah: […]
[…] As a customer of Factiva, I was very pleased to have a conversation with the product teams, I was invited to a concall with the product managers located both in Bay Area to New Jersey. I expressed my needs to find tools that will help me to monitor the blogosphere and all other kinds of ‘participant produced’ content –it’s a big task. We talked about long tail vs influencers, impact of audio, video, and the impacts on corporate reputation. We talked about active listening and reporting, and how you need both, to date, I’ve yet to see a tool that can do both well, but when I do, I’ll tell the whole world. A few days ago, I forwarded them the meme “What should companies be Monitoring” it was a large discussion that bounced around the blogosphere (35 links to my post alone), and even went to Marketing Guru Joseph Jaffe –it’s important stuff. […]
[…] Michel Leblanc a librement traduit des articles de Pronet Advertising, Jeremiah Owyang et Joseph Jaffe où sont énoncés 14 éléments qu’on devrait surveiller à propos de nos sites. […]
[…] De plus en plus, les entreprises doivent converser avec leurs clients, employés et partenaires. Ils doivent cependant être aussi au fait des conversations qui se font sur eux, à leur insu. Voici une liste de choses que les entreprises devraient monitorer, afin de ne pas se réveiller avec une crise médiatique qu’ils n’avaient pas vue venir, ou avec un problème légal qui prend des proportions démesurés. Mieux vaut être informé que gros Jean comme devant! Traduit librement de Pronet Advertising, Jeremiah Owyang et Joseph Jaffe […]
[…] Are you really aware how your brand is perceived in the online sphere? Online marketing blog ProNet has posted a list of 10 things, a company (or the agency in charge of the communication) should monitor on the Internet. The list was recently extended by web strategist Jeremiah. […]
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[…] Things your company should be monitoring […]
Thanks, Jeremiah, this is a useful list.
[…] 10 things you should be monitoring (and a few more from me) Jeremiah Owyang adds another seven things to keep an eye on - although he begins to stray off-topic into techniques and process… (tags: buzz reputation pr research strategy) […]
[…] http://www.web-strategist.com/ (11-17) […]
I don’t know that it really needs a role or a team dedicated to this. As you say in your advanced web strategy post, establishing a conversation traffic tower can pull in all sorts of feeds, graphs and stats. Then all you need is a little time to analyse it.
Gavin thanks
As long as the job gets done, (from team or individual) I’ll be happy. The task remains at hand, that we must listen!
Thanks for this list and useful information.
[…] 10 things you should be monitoring (and a few more from me) Jeremiah Owyang adds another seven things to keep an eye on - although he begins to stray off-topic into techniques and process… (tags: buzz reputation pr research strategy) […]
[…] 10 things you should be monitoring (and a few more from me) [Web Strategist] […]
it’s good list! - thanks for useful information.
[…] engine to see what’s been tweeted. What else should you track? See what Cameron Olthuis, Jeremiah Owyang or Joseph Jaffe advocate. No ears on? Give yourself a B- only because Twitter is sort of new but […]
[…] Jeremiah Owyang took it to 17 […]