How to use social media data as an extra source for research

http://youtube.com/v/nuEP2DRyjSw

Webcare and Online Content

The golden triangle of listening - interacting - talking

Definition of webcare

Wikipedia: Webcare is the online customer support of any orgnisation through social media.

Van Noort and Willemsen: ‘The act of engaging in online interactions with

(complaining) consumers, by actively searching the web to address consumer feedback (e.g., questions, concerns, and complaints)

The triangle of online presence

The triangle of online presence

The triangle of online presence

The golden triangle of online presence

Listen

The art of listening

The art of listening

Listening is about - knowing what you’re looking for- being able to find what you’re looking for- knowing what the data tells you- being able to report on the search results

Discover

Finding out what you’re looking for

Do

Start writing down your keywords

Search

Being able to find what you’re looking for

http://youtube.com/v/z1AjKzjLf8I

OBI4wan Search

How to turn your keywords into an OBI4wan serch query

https://horizon.obi4wan.com

Do

Create a search query in OBI4wan

Understand reports

Knowing what the data tells you

We can go back in time (until 2013)

You can drill down and filter every piece of information and every graph

Do

Play with your data in reports

Contact

karlijn@NosCura.nl06-42473080@dewitk

www.NosCura.nl

rob@NosCura.nl06-81834114@RobSpeekenbrink

www.NosCura.nl