Social media als aanvullende bron voor onderzoek
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How to use social media data as an extra source for research
Transcript of Social media als aanvullende bron voor onderzoek
How to use social media data as an extra source for research
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
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
