Posts Tagged ‘Sentiment Analytics Symposium’

SNAP To It: Dell Proposes Way Of Seeing Returns On Social Media Investments

shreeAre you seeing a return on your investment in social media? When the question about whether such returns exist was put to the audience at the recent Sentiment Analytics Symposium by Shree Dandekar, Dell Software’s chief strategist and senior director of BI and analytics, only a few hands went up. But Dandekar explained that it’s more possible to realize returns than many people may believe.

Dell’s Social Net Advocacy Pulse, or SNAP, tool and program is designed to help drive those returns. “Social ROI is not a myth but a reality,” Dandekar said. “It starts with a social media strategy and text analytics is a crucial underpinning of that journey,” which takes a company from social media listening and monitoring, to capturing and aggregating data from that, to engaging on and deriving insights from social media, to bringing that information into context with enterprise data for better lead- and opportunities-tracking. Dell is an in-house user of SNAP, bringing in 25,000 to 30,000 conversations a day for dell, he noted, and it runs a Social Media Command Center for facilitating listening to those conversations.  (It also helps customers implement their own Command Centers.)

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Let Your Enterprise Graph Tell You A Story

entgrafEvery picture tells a story, don’t it? Well, turns out that’s true in the enterprise as much as on our Facebook pages. In this case, the picture is the enterprise graph of the workforce – who interacts with whom, when, in what context. And the story is what the patterns of interactions revealed by the graph may say about employee engagement, influence, and how to better leverage all that to the business’ – and the employees’ — benefit.

When Marie Wallace, IBM analytics strategist, looks at social and collaborative networks and other sources of enterprise communications and channels for business processes, such as CRM systems, “I am interested in the narrative,” she told an audience at the Sentiment Analytics Symposium earlier this month. “There is a lot of information in CRM systems – who met with whom, what industry the client is in, what products were presented. All this is valuable and contributes to the enterprise graph.”

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Bring On The Marketing Experts In Social Analytics

priusLast week The Semantic Web Blog reported on hoped-for improvements in the sentiment and text analytics space, a topic of discussion at this month’s Sentiment Analytics Symposium, including making the tools and data more accessible to business users – at least to those working outside of the market research sector. Within that space, experts continue to bring value.

Speakers at the event provided examples of how expertise at social analytics matters in the marketing realm, including David Rabjohns, CEO of MotiveQuest, which offers an online anthropology approach to helping brands identify the social “tribes” who may be targets for their products or services, given an understanding of what it is those tribes are most passionate about and a way that the brand can connect with those passions.

Take the case of the company’s work with Toyota on its Prius hybrid car: Rabjohns said that MotiveQuest’s online social research for the company revealed that Toyota would be mistaken to think it was selling a car and talking to users about saving money on gas.

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Sentiment Analytics Tech Helps Gauge TRust In Financial Services Sector

How do you feel about the financial institutions you deal with? A report earlier this week of a survey of Wall Street financial services industry professionals, conducted by Labaton Sucharow LLP, might have you a bit leery.

The report notes, for example, that 23 percent of those polled said they’d observed or had firsthand knowledge of wrongdoing in the workplace. Twenty-nine percent believe that financial services professionals may need to engage in unethical or illegal activity in order to be successful. More than one-quarter think the compensation plans or bonus structures at their companies incentivize employees to compromise ethical standards or violate the law, and 24 percent would engage in insider trading if they could make $10 million and get away with it. Twenty-eight percent say the financial services industry does not put the interests of clients first.

Says the report, “We see a powerful and frightening pattern that threatens an already fragile marketplace.” Yikes. Now, on the heels of that, comes Thomson Reuters’ Q2 TRust Index that aims to gauge trust in the top 50 global financials. It leverages technology including its own news and social media sentiment analytics solution, Thomson Reuters News Analytics (TRNA), and its MarketPsych Indices, which provides real-time psychological analysis of news and social media.

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Sentiment Analytics Matters To Non-Profits, Too

For-profit businesses clearly are tuned into the social media-sentiment analysis trend, to stay abreast of how their brand, services or products are perceived. But are non-profits equally as concerned? The answer seems to be yes, and not just when it comes to social media but across all paths of constituent engagement.

At this week’s Sentiment Analysis symposium in New York City, Banafsheh Ghassemi, the American Red Cross vice president of marketing, e-CRM, and customer experience, pointed out some reasons why. “It’s a brave new world for those of us in the non-profit world,” she said. While charitable organizations don’t like to use the word competition, because they’re all working for the greater good, the number of non-profits angling for contributors’ dollars, time, or other resources, has grown by 60 percent in recent times. And there are even for-profit organizations doing some of the same things the Red Cross itself does, such as blood collection. “We still have to attract your attention for your dollar, time, and even the physical part of you that is blood,” she says.

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