Listening has always been important, but now in the world of social media where conversations are amplified, repeated and spread at a much faster rate than ever before, listening has become even more critical. Many of us, particularly freelancers, don’t have teams of people responsible for customer service and support to help make sure that we are listening to our customers, potential customers and industry experts. We have to find the time to listen to what people are saying about us and react appropriately.
Photo by Flickr User Orange_Beard under Creative Commons
Josh Bernoff wrote about the modern listening problem and compares it to those speaker phones where you can’t talk and listen at the same time. On those not-full-duplex speaker phones, you are either talking or listening, but not doing both at the same time. In the social media age, we need to be both listening and talking, but many people are only doing one or the other. On Twitter and other social web sites, we talk about what we are doing and listen to other people talk, and we do it simultaneously. Read the rest of this entry »
Last week, I admitted that I am an information junkie, and I wanted to follow up this week with a few tips for feeding your information habit by mining Twitter for information. Twitter tools are popping up like weeds lately, so rather than try to be comprehensive, I’m just going to highlight a few of my favorite tools for getting information out of Twitter.
Twitter Search
Twitter’s built-in search engine is probably my favorite way to find information in Twitter. It is great for quick searches to find specific pieces of information, watching trending topics, and persistent vanity searches for your name or company. While I do use the search engine to type in queries, the real power is in using RSS feeds for searches and running them through Yahoo Pipes for additional filtering. In many cases, I use Yahoo Pipes to loop through a series of keywords from a CSV file to search Twitter for each of those keywords and monitor the results as an RSS feed in my reader. I recently did a 2 minute video explaining exactly how to search twitter using Yahoo Pipes and a CSV file of keywords, so I won’t cover it in any more detail here. Read the rest of this entry »
Quite a few people seemed to enjoy last week’s post about How To Monitor Online Conversations, so I thought it would be a good idea to explain how to make a monitoring dashboard to make it easy to track what’s being said online about you, your company, your competitors and anything else you need to keep an eye on. The key to monitoring dashboards is to set them up in a way that you can check them frequently, quickly and easily.
When I talk about monitoring “dashboards,” I use the term very loosely. In some cases, I set clients up with RSS readers that have a typical dashboard look and feel for monitoring feeds, while in other cases the “dashboard” is really a monitoring section in an existing RSS reader with the feeds delivered as an OPML file.
In my experience, people who are new to RSS readers tend to do better with a reader that looks more like a dashboard than the a tree or folder structure. This is particularly true for monitoring because a dashboard lets you see more information at a glance. Netvibes and iGoogle are both good choices for new users. However, I think that the Netvibes layout tends to work slightly better for this purpose. Here’s an example of a monitoring dashboard built using Netvibes:
However, I personally use NetNewsWire for my RSS reader. I have my monitoring dashboards set up in folders that don’t in any way resemble a typical dashboard. Try out a few different readers to find the one that works best for your style and usage. The tool that you select isn’t the critical element. The real magic is in the content that you are monitoring.
I monitor three primary types of content in my dashboards: vanity mentions, competition and industry analysis.
Vanity mentions are the conversations that people are having about you, your company, your products and your employees. Keep a close eye on these mentions so you can respond quickly to questions and concerns. A proactive approach to monitoring and responding to discussions can help you avoid potential issues before they get out of hand and can show people that you are responsive to your customers. I track vanity mentions for companies that I am involved with across Twitter, blog searches, Flickr, various video sites, FriendFeed and more.
You can get interesting insights about your competition and their activities by proactively monitoring their communications and what other people say about them online. I often monitor competitors blogs, press releases, support forums, job postings and personal blogs or social media accounts of key employees, in addition to monitoring mentions of the competition on various sources.
Industry analysis should also be part of your monitoring dashboard. Monitor blogs written by thought leaders within your industry along with tracking for mentions of keywords that are important to your organization or your interests. I often use this section of the monitoring dashboard as a way to find content for blog posts. It can be a great way to see what other people are talking about in your industry and give you an opportunity to respond to, disagree with or build on interesting ideas from other people.
In addition to the dashboard technology, I use tools like Yahoo Pipes and PostRank to help me find relevant content and filter it down to the pieces that are the most important for my purposes. If you have never used Yahoo Pipes, I have several two-minute Yahoo Pipes video demos that can help you learn what you need to get started.
How do you monitor online conversations? What kind of monitoring dashboards do you use?
Keeping up with online conversations can be a daunting task. As a freelance consultant, I not only need to keep up with what people are saying about me and my company, but I also need to monitor the latest industry trends to learn new skills and stay relevant. While wearing my blogging hat, I also have to keep up with conversations that would be interesting to web workers for this blog, or relevant for people building online communities for my own blog.
Interesting conversations are happening all over the web, on blogs, Twitter, FriendFeed and many other sites. People are talking about you, your company and your industry, and revealing many tips and tricks that you should know. I am a self-confessed data junkie, so I have a few tips to help you make sense of the massive amounts of data available and to focus on monitoring just what really matters. Read the rest of this entry »
In my recent post about using Harvest to track my time, I discovered that I was spending too much of my time consuming information. As a result, I’ve been working on ways to further increase my efficiency, starting with some Twitter efficiency improvements, and I thought that a post about becoming more efficient at consuming blogs and other news content via RSS would be a good next step.
I love information and wish I could spend more time reading and consuming it, to learn more about a variety of topics. However, the harsh reality is that there are only so many hours in the day that I can spend reading and learning. I could take the easy way out and just read less, but my goal is to become more efficient at finding the content that I want to read the most. Read the rest of this entry »
Celine Roque wrote a great article about how to fine tune your RSS subscriptions and prune them down to the feeds that provide you with the most value. I spent some time over the Thanksgiving holiday reviewing my feeds and getting rid of the poor performers, which really helps me get more value while spending less time in my RSS reader. However, pruning is not enough. I also use quite a few filtering techniques to further reduce the clutter.
My favorite filtering techniques involve Yahoo Pipes, which looks and sounds much more complicated than it is. Jackson West described Yahoo Pipes pretty well when he called them “hard to grok, but snazzy“; however, Yahoo Pipes doesn’t have to be quite so difficult for people to understand. The first time I looked at Pipes, the interface scared me away until a friend of mine gave me a very quick demo that showed how easy it was to use. After using Pipes for while, I gave similar demos to help other friends get started and even recorded a 2 minute introduction to Yahoo Pipes that shows how to use Pipes to filter RSS feeds. How complicated could it be if I can explain it in a 2 minute screencast?
Here are a few of my favorite filtering techniques that I use to find the most relevant content. Read the rest of this entry »
Web Work 101: How To Escape The Cubicle
