• http://edhartigan.wordpress.com Ed H

    Outstanding mind maps, Dana. The clearest explanation I have seen on the full social media journey a brand needs to go through to develop loyal customers. I have been using Awareness – Listening – Talking – Engaging…but my mind maps aren’t as good!

    Ed

  • http://www.marketingsavant.com Dana VanDen Heuvel

    Ed,
    Thanks for much for having a look at the maps and for your comments. There’s so much that one can do with just listening and reacting that it’s hard to capture it all in a couple of maps.

  • ben_bradley

    Dana,
    I'd like to see you add “roles” to this diagram. For instance, the role of IT needs to monitor social media for targeted spear phishing attacks, legal needs to monitor for trademark infractions, customer service should monitor for complaints that can quickly be resolved. It is important to monitor in actionable ways – for the negative as well as the positive. This is the problem with most social media monitoring tools – they don't have “role” based views.

    http://brandprotect.com/discussion_monitoring.html

  • marketingsavant

    Ben!

    Yes, good call. I see exactly what you're saying about role based views. This is, from my perspective, an 'enterprise' technology perspective that's not often brought to bear on social media listening. We did this in SFA, CRM, ERP and other initiatives, so why should social media be any different…

    I'll put some effort into this by week's end and re-post the map.

    Thanks so much for the valuable feedback!!!

  • ben_bradley

    Dana,
    I'd like to see you add “roles” to this diagram. For instance, the role of IT needs to monitor social media for targeted spear phishing attacks, legal needs to monitor for trademark infractions, customer service should monitor for complaints that can quickly be resolved. It is important to monitor in actionable ways – for the negative as well as the positive. This is the problem with most social media monitoring tools – they don't have “role” based views.

    http://brandprotect.com/discussion_monitoring.html

  • marketingsavant

    Ben!

    Yes, good call. I see exactly what you're saying about role based views. This is, from my perspective, an 'enterprise' technology perspective that's not often brought to bear on social media listening. We did this in SFA, CRM, ERP and other initiatives, so why should social media be any different…

    I'll put some effort into this by week's end and re-post the map.

    Thanks so much for the valuable feedback!!!