The power to analyze behavior and sentiment on Twitter and translate it into trends and direction is limited only by our powers of observation and imagination. As you may or may not know, I have assumed the role of data analyst at PeopleBrowsr, in addition to the other ventures I’m running or advising. Recently, I published The State of the Airline Industry on Twitter, the first in an ongoing series of Twitter-centric reports. Soon, I will roll out additional reports covering various industries on a monthly basis. If you would like a custom report and analysis generated, please let me know.
Guest post by Michael Brito. Follow him on Twitter, add him on Facebook or read his blog.
This post is a reflection of my personal experiences working in the enterprise and does not reflect the point of view of previous or current employer.
Reality #1: Consumers already get it; brands are still trying to figure it out
The attention dashboard is rapidly emerging as the online hub for sharing and discovering information, connecting us to people, content, and events in real-time. According to research, we’re already spending more time in social networks than we are in email. New studies are only fortifying these findings, documenting an increase time spent specifically in Social Media and blogs.
Guest post by Corvida Raven (Oprah of the Web). Read her on She Geeks | Follow her on Twitter
Using social media isn’t just important, it’s life changing
Do you realize that we are the reason you “make” a living?
As I was writing the report on Facebook and Twitter traffic growth, I had noticed that the engagement time at Twitter.com had dropped by 31 percent year-over-year.
September 2009: 18:07
September 2008: 26:12
Engagement Difference = -31%
I suspected that the shift in numbers stemed from the migration of those who previously interacted on Twitter.com and now engage via third-party clients such as TweetDeck, Seesmic, CoTweet, HootSuite, et al. As such, I thought it would be productive to review the numbers to get a closer look at what’s truly transpiring at the engagement level.
Recently, Facebook announced that it had surpassed the 300 million user mark. According to Experian HitWise, Facebook accounted for 58.59 percent of all U.S. visits among a custom category of 155 social networking Web sites in September 2009. This is an interesting stat and I would love for Experian HitWise to send the full list over, so that I can also analyze the playing field for new, emerging, and declining players across the board.
Twitter is a phenomenon unto itself. Which is why, in the study of Social Media, Digital Anthropology and Sociology prevails.
Technology indeed facilitates interaction while also introducing us to nuances that transcend the parameters governing natural conversations and asynchronous dialogue into new forms of conversational threads and networks.
Twitter is among those networks actively studied by many (myself included) as it seemingly defies the laws of natural flow and engagement. The foundation that makes Twitter work is also the very essence that should prevent it from working at all.
Guest post by Becky Carroll: Read her blog | Follow her on Twitter
In the past, it was somewhat difficult to have true customer conversations. We were able to solicit customer feedback, but we weren’t always good at responding. The fact is, we didn’t have a good way to easily get back to customers with resolutions to problems or closure to suggestions. Customers would feel they were sending their comments and concerns into a “corporate black hole”, never to be seen or heard about again. Nowhere was this truer than with customer comments about areas for improvement or solutions to previously unknown problems.
An excerpt from my next book…
A compass is a device for discovering orientation and serves as a true indicator of physical direction.
Inspired by a moral compass, The Social Compass serves as our value system when defining our program activities. It points a brand in a physical and experiential direction to genuinely and effectively connect with customers, peers, and influencers, where they interact and seek guidance online.
In Social Media, we indeed cast digital shadows. We are what we tweet and in the era of equalized influence and democratized digital content distribution, our reputation does in fact precede us. The very tools we use to satisfy our quiet flirtations with vanity as we channel our inner micro celebrity are in actuality the same platforms that can also unravel the fabric of our stature.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.
His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.