Mario Sundar

LinkedIn's 2nd PR hire. These are my thoughts on products, public relations, and startups.

Tip: Easiest way to monitor conversations around your brand

Sarah Perez of Read/Write Web blogged recently on Customer Service via Twitter and referred to the list of community managers I’d outlined in an earlier post of mine. It’s obvious that such a list of community managers would come in handy to users and fellow twitter users, but I’d like to clarify that:

a. customer service is a totally different beast from community evangelism and I wouldn’t like to confuse the two

b. there were a few inaccuracies in the list, like having my friend AI (developer evangelist) in that list of community managers. I’ll remedy that in the next version of the list of community managers.

So, what can we do about it?

What if we created a database of community managers on social media sites like twitter? Maybe we create a collaborative spreadsheet (Google Docs) listing out community managers from different companies. Feel free to leave comments if that’d be something that you’d like to contribute towards.

How can I monitor my brand?

As a community manager or just as somebody who’s interested in the company you work for, if you’d like to monitor conversations around your company brand, the Read/Write Web article had outlined a Yahoo! Pipes solution, which I find rather complicated. For something that’s (a) dead simple and (b) brings relevant articles (searched by keywords) right to your Email Inbox, I now turn to Google Alerts.

Check out Google Alerts

What’s different since I last saw it is the fact that you can now monitor by Blogs, Web, Videos and Groups. Or, receive a comprehensive digest either (a) as it happens, (b) once a day or (c) once a week.

I also do monitor tweets on Twitter via TweetScan, whose RSS feed of results I then re-route to my Google Reader.

Filed under: Miscellaneous

6 Responses

  1. […] Sundar talked about providing the easiest way to monitor conversations around your brand through his blog Marketing Nirvana. Sundar discussed Twitter’s TweetScan and Google Alerts as […]

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  2. These are great tips, especially for beginners in the brand management 🙂 Thank you!

    Maria 🙂

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  3. Hi Mario,

    “a. customer service is a totally different beast from community evangelism and I wouldn’t like to confuse the two”

    This is one of the few circumstances where I would correct you. This is where most of the community managers miss the boat & I think that this line of thinking is detrimental to community work.

    If you think that my work at PayPal didn’t involve customer service issues, I think you’re dead wrong. Having someone solely as a community evangelist, without knowing the specific issues that impact the community and/or your brand, is totally silly. What do you think customers talk about on the net?

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  4. Mario Sundar says:

    Of course, you’re welcome, Maria.

    DAMON!
    Long time, no hear, from you bud. Let me clarify: an important part of my role is making sure that the customer service issues I notice talked about are rightfully sent to the appropriate teams inside LinkedIn (whether it be Product, Design, Engineering or CS). And, many a times, I continue resolving customer service issues via twitter as well. I think that’s part of the evangelism paradigm.

    As you rightfully point out it helps me understand the “specific issues that impact the brand”. Absolutely!

    However, in some cases, I get hundreds of emails about a specific customer service issue that I (unfortunately) cannot solve personally and would be better served by contacting the CS team directly.

    That’s what I was referring to. I guess I could have said it better, though 🙂 But, thanks for pointing out, bud.

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  5. […] I’ve mentioned before how easy it is these days to set up an email based tracking mechanism for keywords associated with your “company name” or brand. Google alerts allows you to set this up in 1 easy step. Check it out here. And, read more of my take on it here. […]

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  6. […] I’ve mentioned before how easy it is these days to set up an email based tracking mechanism for keywords associated with your “company name” or brand. Google alerts allows you to set this up in 1 easy step. Check it out here. And, read more of my take on it here. […]

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