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Monitoring & Analyzing Social Media

With over 1.5 billion conversations stored, can you afford not to listen?

Feb 11, 2009

Collecting the Conversation

Last night I was talking with Keith Burtis. He’s the Community Manager for Best Buy Remix. We frequently exchange ideas & Keith provides me with techie info.

Keith expressed his frustration & concern about how to gather & review conversations on Twitter, FriendFeed, etc. In addition we sometimes want to share quotes or provide qualitative information to our management.

It is true that the conversations on Twitter seem nebulous & lost forever. We know that we can use Search.Twitter.com to gather tweets on certain topics, but as Keith pointed out, how do you transfer that to a Word doc or spreadsheet for reporting?

This prompted me to explain how Techrigy SM2 makes that possible, but it took a quick demo to show how nice it is to search for the topic and pull in the Tweets (as well as other information). Because SM2 is built on a database, the search results can be reviewed in a number of ways. Filters allow you to look at results for a certain day or time period, or on a certain subject. And you can create subcategories. This allows you to focus on a certain topic and become really granular.

When I showed Keith that he could easily export the information by xml or xls the light bulb went on. Keith realized that SM2 could:

  • extract the conversations out of the noise
  • organize them into manageable categories
  • ability to export the information for reporting
  • import the information from SM2 into another ‘container’ to provide value back to his community

I have more coming on the last one. Keith told me about his brilliant idea today!

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Challenges in online community management. on February 11th, 2009

  1. [...] so that they can then be used by the the community in a way that benefits the whole! Check out this snippet of conversation that I’ve had with Community manager extraordinaire Connie Bensen of [...]

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