Newhouse Social Media

Newhouse Social Media

Newhouse Social Media  //  Curated by colleagues from the 2012 MAYmester PRL530 Social Media for Public Relations class in the Public Relations Master's Program at the S. I. Newhouse School of Public Communications, Syracuse University.

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engagement

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Aug 11 / 8:52am

Listening and Engaging on Social Media Yield Positive Results

by Philip Ryan Johnson

One of the more popular KPIs was number of impressions/reach, which was cited by 42% of respondents from the high-tech industry. Additionally, 57% of those in media, entertainment or leisure industries used the number of social network fan “likes,” and 46% of those at utility and banking services companies analyzed customer satisfaction scores.

Key Performance Indicators Used to Measure the Success of Listening and Engagement Initiatives According to US Marketers, by Industry, June 2011 (% of respondents)

Additionally, many areas within a corporation can benefit from listening to and engaging customers. Respondents said that market strategy (74%), web-interactive marketing (74%), brand management (72%), public relations (64%), product marketing (63%) and market research (53%) were all corporate functions that had created strategies based on information from listening and engagement initiatives.

No matter what metrics and KPIs marketers used to track listening and engagement initiatives, many were seeing success. Sixty-three percent of respondents told Dell and Forrester Consulting they had seen a positive effect from such initiatives on brand awareness, while 57% said the same about brand sentiment, and 50% about overall business success.

US Marketers Who Have Seen Positive Impact from Listening and Engagement Initiatives on Select Business Metrics, June 2011 (% of respondents)

via emarketer.com

Filed under  //  ROI   business   engagement   listening   marketing   measurement   social media  
 
Jul 16 / 10:28am

Over Half of Consumers Use Social Media to Give Brand Feedback

by Philip Ryan Johnson

Many social network users are using channels such as Twitter and Facebook to discuss shopping decisions and experiences with their peers. Although often this means they are using social networks as another channel to hunt down the best deals, consumers are also turning to those sites to provide feedback about their experiences with brands.

ROI Research conducted a study that asked social network users why they discuss products and services on social network sites. The majority of respondents said that when discussing products and services, they are comparing prices and talking about sales and specials with their social network friends and followers. Fifty-three percent of the surveyed social network users said they provide feedback to the brand or retailer via social network sites—and 47% said they express disappointment with the brand when they see fit.

Reasons that US Social Network Users Discuss Products/Services on Social Network Sites, April 2011 (% of respondents)

via emarketer.com

Filed under  //  ROI Research   brands   consumers   eMarketer   engagement   feedback   peers   research   social media   study  
 
Jun 29 / 6:10pm

Community Management is the New Black

by Philip Ryan Johnson

The Nine Hats (and Counting) of Community Management 

  1. Ambassador: Stewards the issues, pain points, needs, wants, and general feedback  of the overall community of customers, prospects, fans, and vendors, inside the walls of the organization.
  2. Storyteller: Shares the most relevant and meaningful stories of community members with other community members and within company walls.
  3. Poster Child: Represents brand message, promise, tone, and experience to the core; The moving, dynamic face of the organization’s brand and everything it represents.
  4. Switchboard Operator: Fields direct comments, questions, complaints, and support issues to the right departments within the organization for response and handling.
  5. Caretaker: Pays attention to the health of the community by collecting stats and data to learn more about the successes, potential problems, growth, and movement of the community; Makes informed decisions as to where to invest energy, time, and resources next; and takes steps to directly handle any existing problems.
  6. Content Creator/Curator: Develops and aggregates content and programs to help further community education in portable, easy to digest chunks of knowledge for organization and community members to use and share.
  7. Teacher: Shares knowledge internally (i.e., training, sales, customer support) and externally through tweets, chats, blog comments, forum participation, speaking engagements, and event presence.
  8. Interpreter: Makes sense of external conversations for business use; Reads between the lines of community interactions, and hones in on community member concerns and big-picture ideas, even when they’re not spelled out clearly.
  9. Connector: Identifies strong potential connections within community and makes introductions and facilitates community relationships that are mutually beneficial to those involved.
via rootreport.com

Filed under  //  community   community management   engagement   social media   social media monitoring  
 
May 25 / 10:21am

Twitter Users Get New Email Notification Options

by Philip Ryan Johnson

From now on, Twitter will send an email notification if a user you follow retweets or favorites one of your tweets.

Twitter’s official Twitter account announced the change Monday. The option is being gradually rolled out and is not yet visible to all users. When it becomes active, you will be able to turn the notifications on and off in the Twitter settings page

via mashable.com

Seems like a much-needed feature to have with regards to increasing accessibility and usability of Twitter. Email notifications of @replies is a great way to fill the gap left by those who don't have their Twitter account open all day long or push notifications sent to their mobile phones.

Do you think this will increase Twitter use among these individuals?

Filed under  //  Twitter   accessibility   email   engagement   notifications   usability