“You Guys Are Good” – Brand Monitoring on Twitter is Fun
For the last five months or so, I’ve been working on a contract basis as the Community Manager of an Internet start-up company called ReputationDefender. In my work, I’m primarily responsible for writing customer-facing communications, including newsletters and daily blog posts about online reputation management, Internet privacy, and personal branding issues. In addition to my writing, I am also responsible for monitoring and managing the company’s presence on social networking sites, such as Twitter and Facebook. It is in this part of my job where I get to have some of the most fun.
For instance, take a look at this exchange I had with a guy named Jay Braymer on Twitter.
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Although Jay didn’t mention ReputationDefender by name, nor did he use an @ reply to tag us, I was still able to see his message and respond to it because I was monitoring the appropriate search terms on TweetDeck. The resulting conversation was not only comical, but it helped demonstrate a value that my company offers, namely that we can help you effectively monitor and manage your online reputation.
Now, I know it probably seems like I’m patting myself on the back too much for something that seems pretty obvious, but the truth is that some companies will only engage their customers at the mention of their brand name. If I had only been looking out for mentions of @RepDef, I would have missed Jay’s message and thus missed the opportunity to have a unique and memorable exchange. Monitoring a diverse set of keywords relative to your core competencies is a great way to start interesting conversations and move beyond the realm of mere self-promotion.
Will Jay become a customer of ReputationDefender? Maybe yes, maybe no. To me, though, that’s not really the point. At the end of the day, when I look at how I used Twitter, or other social media tools, I ask myself, “Did I have any fun or interesting conversations today and did I represent my company’s brand well?” In this case, I’m happy to say yes on both counts.