Andy on Twitter

  • Beggars belief that our government can abandon all democratic processes, enforce isolation, lock down cities but no… ,
  • Spot on... Coronavirus Melbourne: Democracy is slowly eclipsed in Daniel Andrews’s Victoria ,
  • You will never look at an Apple Lightning cable the same again... ,
  • I reckon we need to get the best minds in app development together and build a better COVIDSafe app. The Govt version isn’t good at all.,
  • Spot on. Brand purpose. The biggest lie the ad industry ever told? – Tom Roach ,
  • Not to take anything away from the seriousness of Covid and the need for each of us to act responsibly but the math… ,
  • Paths are Made by Walking, Not Waiting: One Lesson We Forget in Hard Times ,
  • Marketers Have Given Up on Context, And Our National Discourse Is Suffering ,
  • Hey, would be grateful if you could support this. Signing is all you need to do. It is critical we protect this ama… ,
  • Have you caught the remote-working bug? ,
  • Sad to see one of the best CMOs around moving on. ,
  • CEO’s that send emails from noreply addresses need a basic education in customer experience @nurasound,
  • Great list... 50 Ideas That Changed My Life ,
  • So mastering digital marketing comes down to SEO, SEM and Social. OMG. Really ⁦@LBS⁩? The nonsense never ends... ,
  • Do not buy the new nura loops. I loved my old Nura over-the-ear headphones but the Nuraloops are a disas… ,
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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.

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