1.SUPPORTING TERRITORY BUSINESS Planning for better business SOCIAL MEDIA FOR BUSINESSMatty Soccio Captovate@mattysoccio Phone: 8941 6888|Email: matthew@captovate.com.auDevelopment House, 76 The Esplanade, Darwin NT 0800www.nt.gov.au/business

2. WHAT WE WILL COVER What is Social Media? Why use Social Media? How is Social Media used by Organisations? How is Social Media used by Organisations for marketing? Making the Business Case for Social Media Developing a Social Media Strategy Examples of Social Media Strategy Developing a Social Media Policy Examples of Social Media Policies Getting Started with Social Media - Facebook- Facebook Timeline- Twitter- LinkedIn- Pinterest Other first steps to consider Monitoring Social Media and Measuring Success A final word 3. What is Social Media?WHAT IS SOCIAL MEDIA? 4. What is Social Media?WHAT IS SOCIAL MEDIA? Social Media is the broad term given to a huge variety of onlinepublishing and communications tools. Social Media is the embodiment of Web 2.0- the age ofengagement, participation and conversation online. As of March 2012, Social Media is mainstream:More than 901 million Facebook users and Twitterdelivering over a billion Tweets an hour. 5. What is Social Media?WHAT IS SOCIAL MEDIA?TYPES OFSOCIALMEDIA 6. What is Social Media?WHAT IS SOCIAL MEDIA?TYPES OF SOCIAL MEDIABlogging and Microblogging A blog is a website or part of awebsite that displaysfrequently updated articles (orposts) in chronological order. Microblogging involves writingand publishing short entries(generally 140 characters orless), which can then beviewed, responded to, andshared by other users. 7. What is Social Media?WHAT IS SOCIAL MEDIA?TYPES OF SOCIAL MEDIASocial Networks Social Networking occurs through a variety of websites that allowusers to create their own profiles, share content, interact and developcommunities around similar interests. 8. WhatTYPES OF SOCIAL MEDIA is Social Media?WHAT IS SOCIAL MEDIA?TYPES OF SOCIAL MEDIAContent Sharing Content sharing describes the use of a variety of online tools toupload, store and share specific types of content such as photos,videos or slideshows with other users. 9. What is Social Media?WHAT IS SOCIAL MEDIA?TYPES OF SOCIAL MEDIABookmarking Social Bookmarking is a method of saving and storing a collection ofweb pages in a single online location for future use or to share withother users. 10. What is Social Media?WHAT IS SOCIAL MEDIA?TYPES OF SOCIAL MEDIAUser-generated Reviews Social Media review sites allow people to post user-generatedcontent reviews or feedback about particular experiences orproducts online where others can view ratings and comments,usually to help with their own decision making. 11. WhatTYPES OF SOCIAL MEDIA is Social Media?WHAT IS SOCIAL MEDIA?TYPES OF SOCIAL MEDIALocation Based Location based social networks (or location based services) are types ofSocial Media that pick up on the users physical location when using amobile device (either automatically through GPS or manually) and sharethis information with their network or others in the area. 12. What is Social Media?WHAT IS SOCIAL MEDIA?TYPES OF SOCIAL MEDIAKnowledge Sharing Knowledge sharing is all about allowing users to publish theirown content and share their expertise in a given field on aninformation website, or to share their knowledge byanswering the online questions posted by others. 13. What is Social Media?WHY USE SOCIAL MEDIA? 14. What is Social Media? 15. What is Social Media?WHY USE SOCIAL MEDIA? Social Media is now a mainstream form of communication to a largeproportion of the global population. 2008 marked the first year that people spent more time on Social Mediaactivities than they did reading and sending email. In 2012, 62% ofadults worldwide now use social media*. Social Media can improve an organisations Search Engine Optimisation.The more you are mentioned and linked to, the more prominent inSearch Engine results. But why use it?CONVERSATION, TRUST AND VALUE! Studies show that consumers trust recommendations, more than theytrust any form of marketing even from strangers! The opinions of bloggers, microbloggers and social network connectionscan have a tremendous demonstrable effect on the success of yourcommunications and your business. *Thesocialskinny.com 16. What is Social Media? WHY USE SOCIAL MEDIA? SOCIAL MEDIA USE GLOBALLYMcKinsey Global Institute report July 2012 Number of social networking users globally = Over 1.5 billion Proportion of online users who interact with social networks regularly = 80% Proportion of companies using social technologies = 70% Proportion of companies using social technology that report some business benefit = 90% Annual value that could be unlocked by social technologies in just four sectors= $900 billion to $1.3 trillion! 17. What is Social Media?WHY USE SOCIAL MEDIA?SOCIAL MEDIA USE IN AUSTRALIA13 million on Facebook11 million on YouTube2 million on LinkedIn1.8 million on Twitter1.6 million on WordPress *Deloitte, 2012The Northern Territory has an estimated 65,000 active Facebook users 18. WHY USE SOCIAL MEDIA?(join) Conversation(build) Trust(offer) Value*Thesocialskinny.com 19. HOW IS SOCIAL MEDIA USED BY ORGANISATIONS? 20. HOW IS SOCIAL MEDIA USED BY ORGANISATIONS? The applications for SocialMedia in businesses ororganisations are just as variedas the types of Social Mediaavailable. There are huge opportunitiesfor organisations to use SocialMedia as part of their overallmarketing and communicationsstrategy. But Social Media is not just apromotional tool.o Human Resourceso Communications (local, national, global!)o Executive Managemento Customer Serviceo Internal Marketingo CRM 21. HOW IS SOCIAL MEDIA USED BYORGANISATIONS FOR MARKETING?In the marketing and communications world, the reasons forusing Social Media include to: Raise brand awareness and recall, and increase brand loyalty Build relationships with customers, audiences and influencers Promote special offers, discounts or invitations to new or existing customers Distribute important public messages or information Learn about existing audiences and seek out new markets or opportunitiesBut DONT INTERRUPT! DONT DELETE! DONT IGNORE!Instead of aiming to catch attention or interrupt the audience in order to push a message out, Social Media marketing should be more about listening, understanding and participating to add value and build relationshipsWhen using social media for business, put your business hat on 22. MAKING THE BUSINESS CASE FOR SOCIAL MEDIAA waste of productivity timeOnly a fad for young peopleWe dont have the resourcesWe dont want to risk bad feedbackFrame your activities just as you would any other part of your marketingand communications strategy, with a specific, achievable and measurableaction plan that aligns with your core communications objectives.Any communications, social media or not, should include: A specified purpose and message A clearly defined target audience An effective distribution method that reaches the target audience A delivery style and format that attracts and engages the target audience Compliance with the overall values, policies & guidelines of the organisation Incorporation of methods for tracking and measuring success 23. PROVING THE VALUE OF SOCIAL MEDIA ANDGAINING STAKEHOLDER BUY-IN Do your research see what others are doing Personal vs Commercial Build a strategy Start slowly: Listen first, then start engaging Get your feet wet Have a risk response strategy in place Monitor, track and measure 24. DEVELOPING A SOCIAL MEDIA STRATEGYThere are four key ways you can use Social Media tools to engage with youraudiences: Listen Create Share DiscussYour Social Media Strategy will most likely incorporate all of these activitiesin some way. 25. DEVELOPING A SOCIAL MEDIA STRATEGYLike any successful strategy, a Social Media strategy begins with anunderstanding of what you are trying to achieve. Determine the goals Identify your messages Find your best audiences Listen and Learn Create content and messages Distribute, share and diversify Join the conversation Monitor, test, analyse and improve Be consistent and persistentThe golden rule of Social Media Marketing: YouMust Add Value! 26. EXAMPLES OF SOCIAL MEDIA STRATEGYTailor it to fit you: The nuts and bolts of every Social Media Strategy will be different depending on how your business operates and what your aims are, but you should always aim to keep it clear and concise.Have set objectives: You may have a lot of detail and research included in your strategy document, or you might keep it simple, but either way it should give clear objectives, tangible activities and a framework of who is responsible and when/how often they will update things.Social media is nimble you should be too: As well as an ongoing strategy approach, you might also include specific one-off campaigns or competitions to generate spikes in traffic or engagement. 27. EXAMPLES OF SOCIAL MEDIA STRATEGY 28. DEVELOPING A SOCIAL MEDIA POLICY 29. DEVELOPING A SOCIAL MEDIA POLICYConversations are always going to happen aboutyou online!Even if you are not officially participating, chances are that there are staff,stakeholders and others associated with the organisation who might.A Social Media Policy is an important safety net for any organisation, whether they are actively engaging in Social Media Marketing or not.If an organisation is planning to actively participate in Social Media Marketing, a Social Media Policy will set out the ground rules and expectations for how they are represented. 30. DEVELOPING A SOCIAL MEDIA POLICYDont let the need for a policy alarm youor your stakeholders!Social Media engagement is no more or less risky than any other form of PublicRelations or Media you are already involved in. 31. DEVELOPING A SOCIAL MEDIA POLICYAs a general rule, most organisational Social Media Policies are fairlysimilar, being based on a few simple, common sense guidelines.A Social Media Policy will usually contain: The purpose and scope of the policy The organisations overarching position on the use of Social Media A set of guidelines that govern personal use of Social Media and, ifapplicable, official use. It is wise to clarify the difference between speaking About theorganisation and On behalf of the organisation, and theexpectations pertaining to both. 32. DEVELOPING A SOCIAL MEDIA POLICYWHAT SHOULD BE IN MY SOCIAL MEDIA POLICY? Public vs Private Be transparent Be accurate Be fair and respectful Be professional Be careful Start with a plan crisis management Communications Council National Code of Conduct 33. DEVELOPING A SOCIAL MEDIA POLICYFOR YOUR ORGANISATIONGuidelines may incorporate: Who is allowed to represent the organisation and any prior training or accreditation requirements The need to disclose who you are and who you represent The boundaries around the release of publically available information The boundaries on what individuals can comment on under the organisations flag How real-time issues should be responded to, and how messages should be passed on when necessary The expectations for respectful, professional and appropriate conduct as a representative of the organisation 34. DEVELOPING A SOCIAL MEDIA POLICYABOUT THE ORGANISATION A large proportion of employees or stakeholders in mostorganisations will have some sort of personal engagement in SocialMedia. Just as an employee may talk shop and give work opinions to friendsat a BBQ, it is futile and counter-productive to expect that theirpersonal use will never cross paths with their professional position inthe Social Media sphere. 35. Getting Started with Social Media GETTING STARTED WITH SOCIAL MEDIA 36. Getting Started with Social MediaGETTING STARTED WITH SOCIAL MEDIABLOGGING A blog is a regularly updated stream ofarticles (posts), listed in chronologicalorder. A blog can be part of an organisationswebsite, or it can stand alone. It can be authored by the organisation,but more often will identify one ormore specific authors who may havedifferent expertise or interests. An organisations blog is often one ofthe foundation launching points for thecontent they create to distributethrough other Social Media channels. A well-written, regularly updated blogwill serve to attract subscribers,encourage sharing through other socialmedia channels and improve SEO. 37. GETTING STARTED WITH SOCIAL MEDIABLOGGINGAn organisations blog should be aregular, ongoing source of value orentertainment to its audience.The blog is not the place for formalnews releases about the organisation,but more personal insights, opinionand advice.Examples include: How To articles a current issue Commentary on or analyses Reviews, opinions Helpful information for the audience 38. GETTING STARTED WITH SOCIAL MEDIAFACEBOOKFacebook is by far the most widely used socialnetworking website on the planet; there arecurrently over 900 million active users ofFacebook in the world, including over 250million accessing from mobile devices. Individuals use Facebook to create profilesand connect with others online (calledfriends) It has the flexibility to promote andgenerate advocacy for brands, businessesand causes through Facebook Pages andGroups. In business, Facebook is usually seen as aless formal, more interactive channel ofcommunication than websites or blogs. Its where conversation and interaction Facebook Pages for business have gonecan take place, rather than just pushingmainstream - users expect to be able to connect withmessages.major brands & causes online through Facebook. 39. GETTING STARTED WITH SOCIAL MEDIA There are 3 types of Facebook presences:FACEBOOK Facebook is most often associated with theprofiles of individual people, but there areactually three types of Facebookpresences People, Places and Pages. If one Facebook user views your BusinessPage and Likes it, it will appear on theirindividual wall. On average, one personon Facebook has 140 friends. Therefore,you will have reached out toapproximately 140 potential fans. In addition, if one of those 140 decides toLike your page, your audience multipliesto 280; after 5 likes to 700, 20 to 2080 andso on.. Think about it 40. GETTING STARTED WITH SOCIAL MEDIAFACEBOOK THE PROFILE This is the most popular form of presence in the Facebook world as it is a personal user account. Users become friends of the person through mutual agreement and can see or comment on any posts that the user chooses, post to their wall and do the usual online socialising that Facebook offers. Every user and administrator of a Facebook Page must have a personal profile, but this doesnt have to be public and wont appear at all on the Business Page. 41. Getting Started with Social MediaGETTING STARTED WITH SOCIAL MEDIAFACEBOOK THE PLACE Facebook Places are intended to represent aplace - not necessarily your organisation. This can be a number of stores, your officesor other locations. They are Facebooks answer to locationbased social networks. Facebook users can check in using aniPhone App. By checking into a place yourFacebook friends can see where you are. This is also a form of promotion for abusiness - the more people check into alocation, the more the business name getsout to their friends, inviting new potentialcustomers into the business. Businesses can claim their Place if theywere not the ones who initially added itand it will become a Page. 42. GETTING STARTED WITH SOCIAL MEDIAFACEBOOK - PAGE Facebook Pages are the official presence forbusinesses, brands, causes or public figures. The Facebook Page will allow you to connectwith fans of your business and postupdates about your business as well as allowyou to update your profile whenever youwant. Facebook Pages allows your fans to directlyinteract with your business. Facebook Pages can be themed and used fordirect marketing, or just for informalcommunication and sharing. Fans connect with your page through theLike Button. After they have liked the page. March 2012 saw the biggest changeFacebook has ever implemented. Profilesand Page now both utilise the Timelinelayout. 43. GETTING STARTED WITH SOCIAL MEDIA CREATING & MANAGING YOUR FACEBOOK PAGE1) Go to facebook.com/pages/create.php2) Select the category of page that is right for you.3) Add your business/brand name, and Get Started!4) Customise your page, add your logo and cover photo as well as key information.5)Click the edit page button to management and customisation your page options.6) Like your page and suggest others to Like it too7) Create and share fantastic content on your Facebook Page.Top Resource:http://www.facebook-studio.com/8) Promote your Facebook page through other onlineCHECK OUT THE LEARNING LAB and offline channels 44. GETTING STARTED WITH SOCIAL MEDIAFACEBOOK PRIVACY SETTINGSPrivacy settingsare set byclicking thearrow in the topright of yourprofile/pagePrivacy settings allow youto choose who sees yourpage, what content theycan share and if people cansearch for youPages can be closed andonly accessible byapplication to theadministrator 45. GETTING STARTED WITH SOCIAL MEDIA FACEBOOK DOS AND DONTSA set of Dos and Dontshelp your community knowthe rules of engagement.These can include: No offensive language No posting offensivecontent No sharing of offensivecontent No posting ofcommercial messaging Go to our Contact Us ifyou have confidentialinformation 46. GETTING STARTED WITH SOCIAL MEDIAFACEBOOK TIMELINEAs the name suggests, Timelinemakes use of a more traceablechronological format, and is a muchmore visual interface. Add it to your Content Strategy More Visual Approach Think creatively and dont limit it to photos. Limited posting vs regular posting 47. GETTING STARTED WITH SOCIAL MEDIATIMELINE FEATURESCover Photo Should make a statement about your brand and business. Can be more creative and engaging than your logo. Change it regularly or keep it consistent.Profile Picture possibly a key product orusually be a logoFor businesses this willor person.Organise your Photos, Apps and Likes A great spaceand promotions. (like sign up for your for calls to action newsletters) Could include apps to keep your fans entertained. 48. GETTING STARTED WITH SOCIAL MEDIAFACEBOOK TIMELINE FEATURESHighlight, Hide and Pin Content3rd Party App Integration Feature Milestones Enable MessagesBy hovering over the top right Facebook has released 60 3rdA new feature of Timeline is the In timeline there is now thehand corner of a post, you can Party apps that can beability to add milestones, which ability for users to send personalmanage the way it is displayed tointegrated as items within your are specific chunks of content messages to admins, making itmake priority content more timeline, providing a richbased on a date make up part ofeasier for businesses to havevisible. Highlight an item byoutlook of your business activity the story of your business.private conversations online.clicking the star to expand theall over the web. This meansMilestones can include thingsThis is handy for more in-depthpost to the full width of your that when you interact with like staff joining the business, or personal customer servicetimeline, or click the pencil icon these 3rd party sites (such asproduct releases, awards and issues or conversations thatto edit, remove or pin your story. Pinterest, Trip Advisor or eBay recognition or other kinds ofarent useful or appropriate forPinning an item moves it to thefor example), your activity isgrowth and development.public viewing.very top of your timeline for up automatically posted withinto 7 days, meaning that priority your Facebook page. This is acontent doesnt get lost below simple way to streamline yourother postsSocial Media activities and keep things dynamic. 49. GETTING STARTED WITH SOCIAL MEDIAFACEBOOK ADVERTISINGFacebook Ads are a great way to createhighly targeted promotions to get morefans, drive more traffic to your Page ormake more sales.You can easily create and manageadvertisements to appear withinFacebook leading to Facebook contentyou manage or to external websites, andyou can select the audiences you want totarget based on the demographic datausers have provided. 50. GETTING STARTED WITH SOCIAL MEDIA FACEBOOK ADVERTISINGCreating a Facebook AdTargeting Your Ad Paying & Tracking your AdThe final step is to select a paymentVisit http://www.facebook.com/advertising , Once youve created your ad, you need tomethod and budget for your ad campaign.and click Create an Ad (you must be logged in choose your targeting options. TargetingThe usual pricing structure is based onto Facebook first). There are easy step-by-step your ad should mean its more successfulCost-Per-Clicks, where you pay a certaininstructions to help you design your ad. This and cost-effective as its only being shown tobid amount for every time somebodywill include: users who are going to be more interested.clicks on your ad, up to a pre-set daily A destination URL Where you want thead to point toIn the targeting options tab, you can select:Countries to display ad inlimit. By selecting Set a Different bid inthe pricing options, you can see a range of An Ad type Either a Facebook Ad toCities to target (you can only select cities ifsuggested bids for similar ads, or you canpromote something or a sponsored storyyou have one country selected)change to a Cost-Per-Impressions bid,to generate distribution for News FeedAge demographicwhich charges you based on how manystories.Interestspeople are exposed to the ad. Adgenerate interest concise but engagingtotitle Something Advanced options like education,workplaces, sexual preferences andOnce you have created and targeted yourad, you can preview it before publishing. Ad copy Text copy should be sharp and relationship statusAfter publishing, use Facebooks built incompelling to get users to click throughKeep an eye on the Estimated Reach box toanalytics to track how your ad is Ad image Images will increase your ads see approximately how many users fall intoperforming with data such as number ofclick-through rate, and should be the target audience you have specified. impressions, number of clicks, and click-something eye-catching and enticingthrough rate as a percentage. 51. GETTING STARTED WITH SOCIAL MEDIAFACEBOOK INSIGHTS Page Overview section of Insights: can look at how well users are engaging with your page Identify any patterns related to marketingAs with any marketing activity, tracking campaigns or other events on or off Facebook.your performance on Facebook isMetrics include:important. Facebook Insights is theanalytics tool built in to Facebook to o Active Usersprovide administrators with data about o New Likespage visits and levels of engagement.o Post Views o Post Feedback The Interactions tab tells you in more detail about the actual engagement users are having with your content, beyond just liking your page. This includes Likes, Comments and Unsubscribes, which is important to acknowledge as a gauge of ongoing user engagement. Preview your ad it before publishing. After publishing, use Facebooks built in analytics to track how your ad is performing (number of impressions, number of clicks, and click-through rate as a percentage). In conjunction with website analytics (Google Analytics), you can gain deep insights into the effectiveness of your overall web strategy. 52. GETTING STARTED WITH SOCIAL MEDIA Hawthorn Football Club Average branding No About info No menu options No recent posts No official responses to conversations 53. GETTING STARTED WITH SOCIAL MEDIAThe Chiropractic Place 54. GETTING STARTED WITH SOCIAL MEDIAThe Chiropractic Place Offers tips/advice Responds to comments Makes observations Asks questions Has fun! The result: people recommend their business! 55. GETTING STARTED WITH SOCIAL MEDIATWITTERTwitter, the worlds most prevalentmicroblogging platform, is the process ofpublishing short updates (140 characters or less)to a community of followers online. Share regular brand or industry relevant content ormessages to a broad audience, and for reading thethoughts of identified target audiences using the followfeature. Twitter is real-time content sharing & communications. The big difference between Twitter and Facebook is speedand frequency of messaging. Twitter is real-time and fast, making it more appropriateto post often in order to stay in the front of Followersminds. For many, Twitter also has a more business focus, withbusinesses and individuals using it as a method to shareand discuss work related content or topics, less so thanthe fun and games of the more visual Facebook. Twitter is becoming a force to be reckoned with in theNorthern Territory, with the NT News alone attractingover 6000 Followers, and Power and Water Corporationover 1400. 56. GETTING STARTED WITH SOCIAL MEDIATWITTER Tweet (verb: tweeting): 160character messages that areshared to your followers. Twitter handle: All start with @(e.g. @mattysoccio) ReTweet: Sharing a tweet fromsomeone you follow. Following/Followers: Peoplewho use Twitter are calledfollowers. You can followpeoples tweets and they canfollow yours! Direct Messages: Like an in-house email if you havesomething more to say than 140characters or a private comment. Hashtags: These are used todenote a trend that youretweeting about (i.e. #ntelection). Trends: Subjects that people aretalking about on Twitter usinghashtags. 57. GETTING STARTED WITH SOCIAL MEDIATWITTER What you see: Your Twitter stats Tweets from people you follow Trends and people that are being discussed Hashtag trends 58. GETTING STARTED WITH SOCIAL MEDIALINKED IN LinkedIn is a social networking tool specifically for business purposes, with over 65 million members. Many people see LinkedIn as Facebook for business not true! Members connect with other in similar industries and use it to source contractors. Its useful for connecting with people where sharing personal details may not be appropriate, or for business-to- business marketing. LinkedIn is also a more closed network than Facebook in that users need to prove an established relationship or ask for an introduction before they can connect with others. Great HR/internal marketing tool for small businesses. 59. GETTING STARTED WITH SOCIAL MEDIALINKED IN LinkedIn profile is set uplike an online CV butthats not its purpose! The profile is anopportunity to spruikyourself and yourexperience in the industry. Includes a contactslist/digital Rolladex foryour connections Includes LinkedIn mailing,groups, companies toassociate with andwidgets/apps (i.e.WordPress) 60. GETTING STARTED WITH SOCIAL MEDIALINKED IN Company pageallows youremployees toattach theirprofiles Can postnotices tomembers ofthe company A great toolfor internalmarketing/HRif you have asmall business 61. GETTING STARTED WITH SOCIAL MEDIAPinterest PINTEREST At its most basic, Pinterest is an online public scrapbook. It encourages people to collect inspirational images from around the web, and place them onto neatly displayed photo galleries which then become part of their collection, and are also visible by others. The idea isnt to share your family pictures, its to share things you find online like artwork, recipes, crafts, gift ideas and designs for your home and lifestyle. Pinterest Lingo Boards These are the galleries of your images, theyre displayed like Pin-up boards, hence the name Pin it This is the action of putting an image onto one of your boards. If you like an image on a website, you have to Pin it to add it to one of your boards Re-pin To add an image you find on someone elses pin board to your own collection Pinners People who pin Follow To add someone to your preferred list, so you can keep track of the things they pin 62. GETTING STARTED WITH SOCIAL MEDIA Add your physical location to Facebook Places and GooglePlaces Use Creative Commons images Create Digg and StumbleUpon accounts and use them tobookmark your own pages as well as other content you wantto share Create a Flickr or other image sharing account Create a YouTube Channel and look at how you can use videopublishing Check out knowledge sites such as Yahoo Answers and Quorato see if there are ways you can help 63. MANAGE, MONITOR AND MODERATEIts important to monitor your organisations social media presence. Why?To be aware of whats happening and being said about you, and also tomeasure how successful your efforts are (ROI).What do you track? Use your website or blog analytics program, and the figures and analyticsthat come with most Social Media tools to collect numbers that quantifyyour engagement. Increases in traffic to your website, blog or other key branded locations Increases in connections through Followers, Likes, Friends, Subscribers etc Increases in engagement through comments, Direct Messages, Mentionsand links Increases in action through uptake of offers or click-throughs (i.e. fromFacebook to website) Growth and content of Social Media conversations about you 64. Social Media Tracking & Monitoring ToolsMANAGE, MONITOR AND MODERATEThere are almost as many social media Monitoring tools as there are SocialMedia, and each will provide different insights. Some look for specifics, whileothers aim to be overarching dashboards.Some tools for ongoing listening, monitoring and research include: Your own Google Analytics Twitter Advanced Search Google Alerts Facebook Insights Tweetdeck Sprout Social Hootsuite Radian6 Trackur 65. Social Media Tracking & Monitoring ToolsA FINAL WORDTo create true engagement and trust with your audience, and 80percent of the time, and keep self-promotion to 20 percent. Alsoknown as the 80/20 rule! If you take this approach, yourfans/friends/followers/subscribers/connections/likers/diggers willtake care of the rest for you. Set your privacy settings to suit your presence Dont forget:(join) Conversation(build) Trust(offer) Value 66. SUPPORTING TERRITORY BUSINESS Planning for better businessQUESTIONS?Matty Soccio Captovate@mattysoccioPhone: 8941 6888 | Email: matthew@captovate.com.au | Web: www.captovate.com.auDevelopment House, 76 The Esplanade, Darwin NT 0800www.nt.gov.au/business