Business

Live blog from the #donedealsocial Measurement.ie Conference

Donedealsocial
Via madeinhollywood.ie/
16Kviews

We’re live from the Measurement.ie conference in the National College of Ireland where  experts from the country’s digital industry will bediscussing social media, analytics, metrics and content.

Donedealsocial
Via madeinhollywood.ie

They’ll be showing businesses, start-ups and entrepreneurs how they can best use, as well as analyse their use of, the social web and digital media.  We’ve already briefly spoken to many of the speakers here today.

Damien Mully @damienmulley is the man behind the event and he’s joined by Rick O’Shea (@rickoshea), who is MC for the day.

We won’t be the only people reporting on today’s conference; check out DoneDeal.ie (@donnaatdonedeal), the guys at Blacknight (@blacknight) and the National College of Ireland (@ncirl) for more tweets.

The conference is hashtagged #donedealsocial with tweets coming from @measurementconf. There’ll also be a live stream over on the Measurement.ie website.

222 Comments

  1. @laurenceveale – is there a better way of using analytics. There can be too much data and it’s often difficult to understand

  2. @laurenceveale: With analytics, your users are trying to tell you something, by looking at the right data you can hear them. But you have to look at the right data.

  3. @laurenceveale identify your purpose, do you want to?Generate online salesMaximise customer valueCreate leadsReduce costs through self service

  4. @laurenceveale – So how do you convert metrics to insight.

    Use segmentation to identify where people are coming from (social or mobile, spend for keyword use)

  5. @laurenceveale examine where people come from, what do they do, and what is the outcome to get a rounded view of your data/audience

  6. Question to @laurenceveale about users that bounce from a website. Will people who are bouncing give feedback when they leave.A: Not all users will respond but many will respond and the data can be valuable. But not all bouncers are bad

  7. stephenjatdell Dell’s Global Online Product Merchandising Manager for Mobile Products & the SoHo Vostro PC line talking about the social web and how Dell does what it does on the social web

  8. @stephenjatdell social outreach can deliver a company qualitative benefits such as

    Brand Health,Customer Satisfaction,Conversation – customer reviews etcConsideration (bringing people to your site)

    and Revenue

  9. @stephenjatdell the social web offers brands benefits beyond ROI. It gives you the opportunity to get insight into your customers, brand perception and market approach

  10. @stephenjatdell Dell uses social media to aid with product development, marketing , communication, sales, customer support and to increase its online presence

  11. @stephenjatdell Dell started using social media six years ago. Michael Dell encouraged the company to look at working with communities.

  12. @stephenjatdell in 2007 the company adopted Twitter and now has about 200 Dell accounts. In China Dell has developed a huge social presence, especially on Renren

  13. @stephenjatdell echoes @laurenceveale on analytics in saying that you need to identify your goals – look at the long term and look at the budget

  14. @stephenjatdell Dell’s social web ethos is

    1. Listen to your audience

    2. Engage with your audience

    3. Look at the opportunity in the social web.

    Many companies flip this

  15. @stephenjatdell Why should you listen

    Back in 2006 there were 5,000 daily conversations about the Dell brand online, now there are 26,000

  16. @stephenjatdell Don’t tweet when you’re angry. When you represent a company online you are the company.

    Mistakes can happen, so training is important. Think before you tweet.

  17. @stephenjatdell the delete button doesn’t work online, tweets and status updates go everywhere. So be careful that you know publish the correct content online

  18. @stephenjatdell employees are your best social advocates.give all your employees access to your social strategy. Train all employees to communicate the company’s message but ensure that they are transparent in their relationship with the brand.Make sure that employees know what they can and cannot say .

  19. @stephenjatdell try to create share-able content. Dell creates videos and images, which are highly visible and easily shared on the social web. This can help create brand awareness, especially for a new product/service launch.

  20. @laurenceveale – is there a better way of using analytics. There can be too much data and it’s often difficult to understand

  21. @laurenceveale: With analytics, your users are trying to tell you something, by looking at the right data you can hear them. But you have to look at the right data.

  22. Q&AQ to @stephenjatdell how does Dell’s online and phone customer support compare?

    A: Social is still smaller than traditional but it’s about opening the channels to where the users are. If users are commenting on your brand on the social web you should be there .

  23. @laurenceveale identify your purpose, do you want to?Generate online salesMaximise customer valueCreate leadsReduce costs through self service

  24. Q What would you say to companies that are scared to engage on the social web?

    A: @stephenjatdell you can’t ignore the social web – if people start talking about your brand and you don’t respond, that’s when users get frustrated.

    Would you ignore a letter?

    By responding to users on services like Twitter you are engaging in a one to many relationship. So one response to a tweet you might help many other users.

  25. @laurenceveale – So how do you convert metrics to insight.

    Use segmentation to identify where people are coming from (social or mobile, spend for keyword use)

  26. Q: How is Dell looking at social CRM

    A: @stephenjatdell CRM and social media work hand-in-hand and Dell is look it in detail

  27. @laurenceveale examine where people come from, what do they do, and what is the outcome to get a rounded view of your data/audience

  28. Q: How do you many bad social media experiences?

    A: @stephenjatdell you listen and respond. But be sure to action any genuine negative feedback

  29. curlydena quotes John Wanamaker “Half the money I spend on advertising is wasted. trouble is, I don;t know which half” this is still true today

  30. @curlydena “Once in front of a screen, be it a desktop, laptop, or increasingly a handheld device, we “log in” not into a system, but a community” – from US military

  31. @curlydena social media isn’t about signing up to sites like Facebook, Twitter, YouTube – it’s about using these site effectively and allowing your company and users to tell stories.

  32. Question to @laurenceveale about users that bounce from a website. Will people who are bouncing give feedback when they leave.A: Not all users will respond but many will respond and the data can be valuable. But not all bouncers are bad

  33. @curlydena so how do you measure your social media activities? It’s not easy; you need to id what your social business objectives are and then look at the metrics that will help you analyse this.

  34. stephenjatdell Dell’s Global Online Product Merchandising Manager for Mobile Products & the SoHo Vostro PC line talking about the social web and how Dell does what it does on the social web

  35. @stephenjatdell social outreach can deliver a company qualitative benefits such as

    Brand Health,Customer Satisfaction,Conversation – customer reviews etcConsideration (bringing people to your site)

    and Revenue

  36. @stephenjatdell the social web offers brands benefits beyond ROI. It gives you the opportunity to get insight into your customers, brand perception and market approach

  37. @curlydena engagement in social can offer you

    – Deeper insight into customer behaviour and beliefs

    – Ability to measure and learn from things that you currently ignore

    – Ability to identify consumers who influence others to buy

  38. @stephenjatdell Dell uses social media to aid with product development, marketing , communication, sales, customer support and to increase its online presence

  39. @stephenjatdell Dell started using social media six years ago. Michael Dell encouraged the company to look at working with communities.

  40. @stephenjatdell in 2007 the company adopted Twitter and now has about 200 Dell accounts. In China Dell has developed a huge social presence, especially on Renren

  41. @stephenjatdell echoes @laurenceveale on analytics in saying that you need to identify your goals – look at the long term and look at the budget

  42. Q: How can smaller businesses monitoring the social web

    A: @curlydena even a small number of users talking about your brand can be great,

  43. @stephenjatdell Dell’s social web ethos is

    1. Listen to your audience

    2. Engage with your audience

    3. Look at the opportunity in the social web.

    Many companies flip this

  44. Q: What if your social media efforts don’t match what you are offerings (i.e, what if your target market aren’t on the social web)?

    A: @curlydena If you have Facebook or Twitter channels and these aren’t working for you, you need to question why you are on these site

  45. @stephenjatdell Why should you listen

    Back in 2006 there were 5,000 daily conversations about the Dell brand online, now there are 26,000

  46. @stephenjatdell Don’t tweet when you’re angry. When you represent a company online you are the company.

    Mistakes can happen, so training is important. Think before you tweet.

  47. @stephenjatdell the delete button doesn’t work online, tweets and status updates go everywhere. So be careful that you know publish the correct content online

  48. @stephenjatdell employees are your best social advocates.give all your employees access to your social strategy. Train all employees to communicate the company’s message but ensure that they are transparent in their relationship with the brand.Make sure that employees know what they can and cannot say .

  49. @stephenjatdell try to create share-able content. Dell creates videos and images, which are highly visible and easily shared on the social web. This can help create brand awareness, especially for a new product/service launch.

  50. Q&AQ to @stephenjatdell how does Dell’s online and phone customer support compare?

    A: Social is still smaller than traditional but it’s about opening the channels to where the users are. If users are commenting on your brand on the social web you should be there .

  51. Q What would you say to companies that are scared to engage on the social web?

    A: @stephenjatdell you can’t ignore the social web – if people start talking about your brand and you don’t respond, that’s when users get frustrated.

    Would you ignore a letter?

    By responding to users on services like Twitter you are engaging in a one to many relationship. So one response to a tweet you might help many other users.

  52. Q: How is Dell looking at social CRM

    A: @stephenjatdell CRM and social media work hand-in-hand and Dell is look it in detail

  53. Q: How do you many bad social media experiences?

    A: @stephenjatdell you listen and respond. But be sure to action any genuine negative feedback

  54. curlydena quotes John Wanamaker “Half the money I spend on advertising is wasted. trouble is, I don;t know which half” this is still true today

  55. @curlydena “Once in front of a screen, be it a desktop, laptop, or increasingly a handheld device, we “log in” not into a system, but a community” – from US military

  56. @curlydena social media isn’t about signing up to sites like Facebook, Twitter, YouTube – it’s about using these site effectively and allowing your company and users to tell stories.

  57. @mediaczar How a user looks at your Facebook page. They like the page, see your brand posts, occasionally (but mostly don’t) engage.

  58. @curlydena so how do you measure your social media activities? It’s not easy; you need to id what your social business objectives are and then look at the metrics that will help you analyse this.

  59. @mediaczar The more you post on Facebook the more users you reach. And by posting at key times in the day you can increase who you reach

  60. @mediaczar if you never post on your Facebook page users will not unsubscribe. Users only usually unsubscribe from active pages

  61. @curlydena engagement in social can offer you

    – Deeper insight into customer behaviour and beliefs

    – Ability to measure and learn from things that you currently ignore

    – Ability to identify consumers who influence others to buy

  62. Q: How can smaller businesses monitoring the social web

    A: @curlydena even a small number of users talking about your brand can be great,

  63. Q: What if your social media efforts don’t match what you are offerings (i.e, what if your target market aren’t on the social web)?

    A: @curlydena If you have Facebook or Twitter channels and these aren’t working for you, you need to question why you are on these site

  64. @mediaczar’s advice for Facebook Pages,

    Facebook isn’t a microsite

    Facebook isn’t your forum

    Facebook is your email list

    Focus on News Feed optimisation

    You can never have too many fans

  65. Up now – The Value of a Facebook Fan and Twitter Follow panel with

    Stephen O’Leary (@stephenoleary) ,O’Leary Analytics

    Nick McGivney (@nmcgivney) , iO

    Kim Gillick (@kimberlymicado) , GrabOne.ie

  66. @stephenoleary when it comes to Twitter, if someone replys to your company’s tweets then reply back. Don’t miss the opportunity to engage with interested users.@nmcgivney On Twitter be prepared for a conversation on the social web, don’t just schedule tweets@kimberlymicado Getting Twitter followers is very different from getting Facebook fans

  67. @stephenoleary Facebook has gotten to critical mass – something catastrophic would have to happen for Facebook to fall from its place. @kimberlymicado says that users are now aware of privacy as an issue

  68. @stephenoleary if you want to grow your Facebook fans then Facebook ads will work, but you have to question the value of the new fans.

  69. @stephenoleary you need to have a lot of skills. Twitter and social media are patient to an extent – they appreciate effort, so even just engaging can be beneficial.

    Let people know that they are being heard

  70. graceapp asks if smaller and larger businesses compete on the same level on social media.. @nmcgivney says that these can compete on the same social media landscape to a certain extent but larger companies will have the time and the budget to engage more.

  71. @mediaczar How a user looks at your Facebook page. They like the page, see your brand posts, occasionally (but mostly don’t) engage.

  72. @mediaczar The more you post on Facebook the more users you reach. And by posting at key times in the day you can increase who you reach

  73. @mediaczar if you never post on your Facebook page users will not unsubscribe. Users only usually unsubscribe from active pages

  74. @mediaczar’s advice for Facebook Pages,

    Facebook isn’t a microsite

    Facebook isn’t your forum

    Facebook is your email list

    Focus on News Feed optimisation

    You can never have too many fans

  75. Up now – The Value of a Facebook Fan and Twitter Follow panel with

    Stephen O’Leary (@stephenoleary) ,O’Leary Analytics

    Nick McGivney (@nmcgivney) , iO

    Kim Gillick (@kimberlymicado) , GrabOne.ie

  76. @stephenoleary when it comes to Twitter, if someone replys to your company’s tweets then reply back. Don’t miss the opportunity to engage with interested users.@nmcgivney On Twitter be prepared for a conversation on the social web, don’t just schedule tweets@kimberlymicado Getting Twitter followers is very different from getting Facebook fans

  77. @stephenoleary Facebook has gotten to critical mass – something catastrophic would have to happen for Facebook to fall from its place. @kimberlymicado says that users are now aware of privacy as an issue

  78. @stephenoleary if you want to grow your Facebook fans then Facebook ads will work, but you have to question the value of the new fans.

  79. @stephenoleary you need to have a lot of skills. Twitter and social media are patient to an extent – they appreciate effort, so even just engaging can be beneficial.

    Let people know that they are being heard

  80. graceapp asks if smaller and larger businesses compete on the same level on social media.. @nmcgivney says that these can compete on the same social media landscape to a certain extent but larger companies will have the time and the budget to engage more.

  81. @stephenoleary there is going to be a cost in using the social web. But Facebook ads are a better spend than buying fans.

  82. @dermdaly app analytics can show CFOs the value of the app and can provide app developers with data on how to the public is interacting with their technologies

  83. @dermdaly users want to dive into their apps to quickly conduct an action and then leave – app use happens between real life.

  84. @dermdaly app analytics privacy is a valid concern – always be careful what information you place into a phone app. Typically app analytics don’t have access to details such as the phone’s number or contact list.

  85. @dermdaly Samsung are leading the Android market in Ireland (for the DoneDeal app) with the top 4 places. Number 5 is Sony Experia at Number 5 with 6% of the market

  86. @ginabo consider your users – are they on the social web, are they using mobile apps? If so you should consider being there with them

  87. @ginabo – if you are using the social web are you building trust? Is your content relevant? You have to have a personality?

  88. @ginabo the social web is not about PR it’s about customer experience – be genuine and find a voice that matches your brand

  89. @ginabo don’t underestimate the time involved in using social (to manage the interactions as well as dealing with the unexpected)

  90. @ginabo understand customer behaviour, industry trends and employee feedback. Integrate digital with other business aspects.

  91. @ginabo rise above the trolls and respond to the users who want to interact with your brand. respond from a genuine place

  92. @dermdaly app analytics can show CFOs the value of the app and can provide app developers with data on how to the public is interacting with their technologies

  93. @ginabo what internal communications are in place to develop and build your employees’ awareness of the social strategy.

  94. @dermdaly users want to dive into their apps to quickly conduct an action and then leave – app use happens between real life.

  95. @dermdaly app analytics privacy is a valid concern – always be careful what information you place into a phone app. Typically app analytics don’t have access to details such as the phone’s number or contact list.

  96. @dermdaly Samsung are leading the Android market in Ireland (for the DoneDeal app) with the top 4 places. Number 5 is Sony Experia at Number 5 with 6% of the market

  97. @ginabo consider your users – are they on the social web, are they using mobile apps? If so you should consider being there with them

  98. @ginabo – if you are using the social web are you building trust? Is your content relevant? You have to have a personality?

  99. @ginabo the social web is not about PR it’s about customer experience – be genuine and find a voice that matches your brand

  100. @ginabo don’t underestimate the time involved in using social (to manage the interactions as well as dealing with the unexpected)

  101. @ginabo understand customer behaviour, industry trends and employee feedback. Integrate digital with other business aspects.

  102. @ginabo rise above the trolls and respond to the users who want to interact with your brand. respond from a genuine place

  103. @ginabo what internal communications are in place to develop and build your employees’ awareness of the social strategy.

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Piers Dillon Scott
Piers Dillon-Scott is co-editor of The Sociable and writes about stuff he finds. He likes technology, media, and using the Oxford comma (because it just makes sense).