Last week, Brian Solis from Altimeter presented his thoughts about the True Power of Employee Advocacy.  If you missed it, you can access the webinar and the slides in our resources library http://www.visibletechnologies.com/resources/webinars/.

What was shocking to me was a statistic that Brian shared about the number of social media incidents that were reported in the Social Business Survey conducted by Altimeter.  In 2012, a majority of companies (51%) indicated that they had at least one violation of their organization’s social media policy.  There were some great examples of these types of incidents shared during the webinar.  These were the types of stories that make marketers chuckle, yet sigh in relief that their company was not involved.

It was interesting to hear that 37% of companies rate their employees’ knowledge of social media usage and related policies as “poor” or “very poor”.  Meanwhile they indicate that only 27% of employees  are aware and trained on their company’s social media usage policies  Clearly, there are some opportunities for improvement.

However, there is an opportunity to go beyond handing out some corporate policies about social media.  Brian had some great points about the need to engage internally before engaging externally.  Developing and clearly communicating your brand’s personality and your company’s social business strategy can arm employees with the knowledge of why the company is setting out to engage on social media channels and the value for customers and stakeholders.  A great way to go beyond “do no harm” to true employee advocacy.  Listen to the webinar to learn more about employee advocacy from Brian Solis.

 

 Join us on May 9 for our next webcast featuring Brian Solis from Altimeter!

Social media is not new, nor is the idea of employee advocacy. What is new is the approach that businesses should take in how they empower their employees to engage on their behalf., Unfortunately, some may be causing more harm than good simply because they are not equipped to be successful, nor are they clear on what success looks like. In the last six month alone, we’ve seen incredible social follies and full blown crisis involving some well-known brands. While each brand has done its best to make amends, the truth is that in each case, guidelines, guardrails and training could have been better defined. More importantly, vision, mission, and goals are often missing from the overall social media strategy.

Altimeter Group’s Brian Solis believes that part of the problem is that social media, as it’s designed today, is not yet fully optimized to scale in a meaningful way. For the most part, businesses are not seeing the impact on the bottom line and customers aren’t realizing the long term value.

In this webinar, Brian will help:

  • Demonstrate how playbooks fall short of helping employees contribute to the idea of brand in social media.
  • Prove that idioms such as, “use common sense, be pleasant, conversational and engaging, or don’t be stupid,” lower the bar for what the brand truly represents or what the representative is responsible for conveying in terms of aspiration or sentiment.
  • Define ways that employee guidelines can become an extension of a brand style guide where engagement becomes a standard in how a brand comes to life in social media
  • Open the door for businesses to not just listen to conversations and analyze sentiment but also track activity toward the humanization of the brand itself.

Register now  to attend this webcast and join us on May 9th at 10:30am (PST).

 

The Socialization of Earth Day

Last week, while attending an event to support an organization I volunteer for, I had the privilege of shaking the hand of Denis Hayes, the man responsible for coordinating the first Earth Day in 1970. On April 22 of that year, an impressive 20 million people were said to participate across the country. It boggles the mind to imagine how a skeleton crew of volunteers – passionate as they were – could turn out such crowds, all without the aid of the Internet, much less social media. While I didn’t get to ask him personally, I can only imagine the occasion he was so instrumental in launching must inspire a mix of pride and bewilderment 43 years later.

 In 1970, students, parents, labor leaders, politicians, rich people and regular folks galvanized around a common concern for the environment and turned out for thousands of teach-ins and community events. On the most modern medium of the day, “Today” devoted 10 hours of coverage to Earth Day. Back then, remember, there were just 4 channels!   The modern environmental movement had been launched.

Read more…

Join us on May 1 for our next webcast!

Gleaning actionable insights from social data requires the right technology. It also requires the right expertise. Companies need people who understand search structures and linguistics, who can conduct quantitative and qualitative analysis, and who possess a certain level of industry and brand category knowledge.  By putting the right people in the driver’s seat, companies are able to uncover the insights that truly matter – insights that can have a measurable impact on company revenue and profitability. 

Jeff Zabin, bestselling business author, research director at Gleanster, and a leading authority on social media monitoring and analysis, will share his perspective on why technology by itself is only half the problem solved when it comes to generating actionable insights from social data. He will also share fresh research findings regarding best practices in listening to the voice of the customer across the vast universe of social media, based on the experiences of more than 250 companies.

Joining Jeff will be Omri Duek, Director of Insight Services at Visible Technologies, who will share his team’s experiences in helping some of the world’s largest and most preeminent brands leverage social data to their advantage.

 Register now to attend this webcast and join us on May 1st at 10:30am (pacific).

 

It was a prime weekend for college basketball as the NCAA basketball tournament went from sweet sixteen teams to the final four.  Michigan and Louisville won Sunday to join Saturday’s winners Wichita State and Syracuse in a trip to the Final Four this year.  I was personally at the edge of my seat as the University of Michigan beat Kansas in overtime on Friday.  What a game!  It was an amazing comeback for the young team.  Conversations on social channels reflected the  excitement about the stunning victory facilitated by an effortless looking three point shot from Trey Burke to bring the game to over time.  The University of Michigan has the most mentions on Twitter as compared to the other schools playing in the sweet sixteen.  They also had the highest sentiment ratings at 60% positive.  Everyone loves an underdog and a surprising turnaround in the final seconds of a game.  Many fans agreed that Michigan earned what has been considered one of the more improbable victories in recent NCAA tournament history.

As you can see the topics discussed included the Wolverine wonder team.  They are the youngest team in the tournament with three freshman starters and six first-year players in its rotation.

U of M

Read more…

March madness is one of my favorite events of the year.  As a Big Ten alumni I always hope that my school will make it to the finals and I follow the games closely.  It is also fun to see how these games drive social conversations online.  Between rabid sports fans and passionate alumni, these games create lots of excitement and discussions!

While I have my personal favorites (hint: Michigan and Indiana), we used Visible Intelligence to take a look back at the second round leading to the Sweet Sixteen. We know who won in our basketball brackets, but what about the Twitter tournament? Who was mentioned most and who won the the social hearts and minds of basketball fans?

As you can see in the infographic below, created with ExactTarget, there were winners, losers, cinderella stories and underdogs.

Highlights:

  • In the top two regions, Oregon and Michigan (Go Blue!) are always among the top schools when it comes to social media in college sports
  • Duke and North Carolina are huge rivals with huge fanbases, so it’s no surprise that these two schools are popular on Twitter
  • In the bottom half of the bracket, Gonzaga (the ultimate Cinderella and often fan-favorite) had the most mentions in the west region
  • Marquette (who won on a buzzer-beater) had the most mentions overall

What happens on the court may not always reflect who wins on Twitter.  Teams with large fan bases and active social media accounts did well. Games with high drama and exciting finishes had more mentions. Bring on the Sweet Sixteen and Elite Eight!

March Madness Round 2 Twitter winners

March Madness Round 2 Twitter winners

That is exactly the question we asked ourselves when we looked at Social Media Engagement. As we watched our clients extend and expand their use of social media teams within their channels and across markets, we increasingly wondered “how can we make engagement more flexible to the way social media leaders want to work?”

Rather than mandate a prescribed definition of constructs as simple as an Inbox, or how posts should be “assigned to” a user, we believe that our clients required a better way to integrate social engagement as a component of their overall business practices.

Our solution: Personalized Engagement.

As of today, in Visible Intelligence, our customers can design their own engagement experience, addressing the posts and conversations that matter to them. The concept is actually quite simple: define your own views – including any number and types of queues, apply a definition for routing posts, apply a visual representation that will be meaningful to users, then assign (or reassign) ownership. With this approach, I can still have an Inbox. I simply define what goes into it, what it looks like, and who can access it.

This personalized engagement approach enables your social media teams to create an experience that balances the growing volume of direct and indirect mentions, priority (based on your definition of meaningful sentiment or topics, and across channels), and the skills of the available resources (i.e. who should engage with which type of posts). Ultimately, it resembles how you want to address engagement. Example views can be wide ranging such as the following:

engagement

It’s easy to craft an experience that fits how your team thinks about engagement and the types of queues that must be supported. Users will see only the queues that they are assigned or share with others, and metrics accurately reflect time to respond and throughput regardless of which queue(s) the posts are funneled through. It’s also easy to create supervisor dashboards which display the current workload balances, queue volumes and sentiment, and engagement metrics such as “time to respond” and status designations.

Beyond personalized engagement, the March release also includes important productivity features that deliver business impact to our clients:

  • Enhanced Reporting
  • Facebook and Twitter channel analytics
  • Single Sign-on (SSO) capabilities

To dig into all the details and how they can help your business, click here!

Interested in learning more about Visible or trying it out for yourself? Sign up for your free trial!

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