I’ve been asked to attend a meeting Friday that involved a group of Web, IT and upper management people, who will decide on the protocols for departments creating social media pages. Although I have been doing quite a bit of research on the subject, I had at first considered that policy making was a bit premature for me to be involved as market researcher. However, as I thought about it more, I realized that there is no better time to be involved than at the ground level. Here’s why:
Many believe that engaging in social media is the “hot” thing these days and should be a part of it if they aren’t already because, well, everybody’s doing it. Hence, institutions and corporations are setting up guidelines for social network participation in order to safeguard their values, uphold the mission, protect the brand and image of the entity in the public space.
However, like it or not, the reason for social media’s existence in businesses, including continuing higher education, is marketing related. A simplistic way of explaining this is that we engage in socal networks and have conversations with customers in order to better understand who they are and hence, allow us to tweak our marketing messages to entice them to buy. In social media, how we learn about our customers is through content. That’s because content is the foundation from which we measure and research all things marketing related.
In February, during the DMCNY’s participation in New York’s Social Media week, Dan Scudder at Rapleaf, Inc talked about measuring social media content. There are two things you look for: Content that generates “listening data” and “profile data.”
Listening data is mining texts on Facebook updates, blog comments, tweets, participation in LinkedIn groups, and the like. Texts can reveal positive or negative feedback, satisfaction, brands awareness, and loyalty — all of which are tools that aid in refining advertising, direct marketing, publications, and public relations. Listening data is also used to take immediate action against problems that might arise before they have a chance to spread and wreck a reputation.
Profile data gives us demographics of fans and followers. Not just age, geographic location, or race, but hobbies, where you went to school, and a variety of likes and dislikes. Facebook analytics allow advertisers to view a fan’s profile information in order to target ads based on interest. And it’s not just profiles of fans and followers, but their fans and followers become fair game. We get to know all those third degrees of separation people providing us with a fresh market opportunity that we would not have otherwise accessed without social media.
Discussion of content at the policy-making level is important or at least at this level, should be a part of the conversation. And it shouldn’t end there. At the second phase of implementing social media strategies, participants should undergo a tutorial of how to begin the dialogue in social networks that will encourage meaningful interaction. Because only when there is rich dialogue that takes place in these networks can we maximize our efforts at collecting data.