Andy on Twitter

  • The TED talk is amazing ... Amy Cuddy Takes a Stand, via ,
  • a must read for all PR folk... ,
  • Back in Rotorua. Man is it cold here...,
  • So true "Today’s “best practices” lead to dead ends; the best paths are new and untried." ,
  • So true "Today’s “best practices” lead to dead ends; the best paths are new and untried." ,
  • Says everything you need to know about the internet in NZ - why isn't this an election issue ,
  • Hansen is right. Re-write the rules or its game over for Rugby.... ,
  • Greenwald in New Zealand: Grandstanding doesn’t get more condescending or counter-productive | PandoDaily ,
  • “We the people want our money safer than our selfies.” PayPal goes after Apple in a full page NYT ad | PandoDaily ,
  • A disgraceful abuse of monopoly power and example of blatant collusion to rig global payments. Why not make it open? ,
  • OK - so you collude with the schemes and SMBs and consumers are just meant to be OK paying Apple for a feature ,
  • Finally someone speaks out on how Oracle won... they did it by doing what they'd been proven to be doing before ,
  • "Hello Apple Watch, Goodbye Paper Boarding Passes?" ...umm.. Do it already on my phone. Yawn ,
  • “Thirty Things I’ve Learned” by ,
  • This site is cool... having fun imagining places to go... ,
  • Connect

Is Social Media Monitoring Snake Oil?

No. No. And no again.

We couldn’t live without it. Skipping aside all the communications necessities – like, how can you participate in the conversation if you aren’t aware of it? There are vital business requirements.

Take customer service and support. Without the monitoring, how would our customer service and support teams understand where a customer is troubled or in need? The assumption they are going to phone is flawed in a world where they are recording their lifestream in minutes if not seconds.

If the statement is: “some of the technology that is used for social media monitoring is snake oil”, then there might be an element of truth to that. We use a range of providers – ranging from high-end apps through Google. In between sit hundreds of folks looking to hitch their wagon to social media.

One critical delineator is “monitoring” vs. “measurement”. Big difference. We monitor the stream surrounding Dell and our brands. We also seek to measure the impact of our programs and activity. Those without monitoring will loose competitive advantage as much as they loose insight. Those without measurement run the risk of misguided strategy and lack of business relevance.

Thanks to Ed for the tweet

2 Responses

  1. By Myrna on September 16th, 2012 at 1:28 pm

    Hey, I clicked to your blog by error when I was bnwisorg Yahoo for something off topic here. However, I must say your blog is crazy helpful. I really like the theme and the content on here. Thank you for keeping me procrastinating from my original assignment, lol.

Speak Up — Add Your Thoughts

Connections

  • Connect
How did you connect?   [?]
OLYMPUS DIGITAL CAMERA
kiwi-pic-1
The Daily Lark-11
The Daily Lark-5
OLYMPUS DIGITAL CAMERA
indulgences-pic-1