Telligent presentation from 2009 IMS conference on monitoring your branding in social media.

1. Monitoring Your Brand in Communities Rob Howard, rhoward@telligent.com CTO & Founder Telligent

2. Telligent helps businesses transform their information into knowledge and actionable data. Listen Measure Engage Listen to customer, employees, partners… Set KPIs and measure against clear goals Collaborate internally & externally Telligent is an enterprise collaboration and community software company

3. Social Media Monitoring In social media conversations, Dell is mentioned ~5,000 times a day Engage Applications that enable Dell customers to engage with the tool that fits the job. Listen Monitor conversations, provide a listening post, and participate in the conversations. Measure Use the data gleaned from the community to improve the experience through-out the customer experience The Challenge 1. Original approach was tool centric 2. No metrics or measurements 3. Desired a platform Benefits Today 1. Consolidated customer community 2. One platform 3. Measure, analyze, and predict 4. Part of the sales process

5. 83% of Internet population participates in social media

6. 1 out of every 11 minutes online is within a community

8. Individual Topic Tracking Topic Sources Drill down into topic mentions Track an unlimited number of topics Sentiment on topic mentions Good or bad perception?

10. What content is accessed most frequentlyCreate vs. Edit Easier to edit than to create…

12. Measure both best and worst, so you know where to spend your timeTrack Reply Rates

14. Break down users by role or by groupInfluencers and more… Gladwell states, "Ideas and products and messages and behaviors spread like viruses do."

15. Engagement, not just Page Views Web Analytics Dashboards Traditional Page Views The language of ROI today What the business expects to see (Page Views) Visitor Analysis Drill down into the data Detailed insight. True engagement. Explore and answer the “why”

16. Customer Relationship Management View User Engagements through Web Analytics * Explore web analytics to understand where customers spend their time Drill into web sessions Customer? Prospect? Expert? Explore and answer the “why” Explore and answer the “why” * End user analytical data can be anonymized for privacy purposes

20. Bottom-line ROI to the businessSummary

21. ©2009 Telligent Systems, Inc. All rights reserved. Telligent and its symbol are registered trademarks or trademarks of Telligent Systems, Inc. Other company and product names mentioned herein are property of their respective owners. The contents of this publication are subject to change without notification and are the property of and cannot be reproduced without the written permission of Telligent . The contents of this publication are not a commitment by Telligent to provide the features and benefits described.