Presentaton delivered by Andrew Grill at the Reputation Online "Navigating the online monitoring jungle" conference in London 9th July 2010. More information at http://lc.tl/ro

1. Online monitoring 101What is it?Why do you need it?What can it do?@andrewgrill

2. Is this your company?

3. Listen Learn Engage Integrate lc.tl/listen

4. Marketing sets the expectation, marketing creates demand, marketing helps a consumer differentiate why one choice is better than another choice Dave Evans lc.tl/delivers

5. Marketing sets the expectation, marketing creates demand, marketing helps a consumer differentiate why one choice is better than another choice Dave Evans lc.tl/delivers

6. Marketing sets the expectation, marketing creates demand, marketing helps a consumer differentiate why one choice is better than another choice Dave Evans lc.tl/delivers

7. Marketing sets the expectation, marketing creates demand, marketing helps a consumer differentiate why one choice is better than another choice Operations delivers Any gap between the two drives a conversation on the social Web Dave Evans lc.tl/delivers

8. Social Media is demanding attention

10. Listening is NOT spying lc.tl/bt

11. Research the market lc.tl/ebuzz

12. So many choices… lc.tl/ebuzz

13. What is it? Much more than “Google alerts” and Tweetdeck Sentiment analysis Influencer analysis Actionable insight Relevant content Value add to your business & brand

14. Track conversations in real-time lc.tl/pulse

15. Relevant content lc.tl/voice

16. Manual sentiment scoring and analysis lc.tl/voice

17. Sentiment Analysis lc.tl/voice

18. Influencer Analysis lc.tl/voice

19. Brand Cloud A Brand Cloud is a great way to understand how terms can differ from one brand to another. Placement of words in this visual is key. Words closer to the top align with your brand, where words at the bottom align with your competitor.. lc.tl/voice

20. Why do you need it?

21. United Breaks Guitars lc.tl/united

22. lc.tl/eurostar

23. What can it do? Provide early warning or problems Customer service Spot trends Stay ahead of the competition Market research Product improvements Recruitment

24. Things you should ask any provider Staff experience Data sources Sentiment After sales support Reporting capability Investment in product development Local presence

25. Top tips Start the party by listening Be open and honest Be responsive Follow through – twitter is asynchronous When you scream on twitter, everyone hears you One good tweet deserves another Research by having your own twitter account and watch what goes on

26. Social media is just like real life!

27. Follow me on twitter.com/AndrewGrillwww.visibletechnologies.comcontact via http://lc.tl/c+44 788 198 6694