Grabbing community building by the horns

“This Expo is for those who take it… it’s up to you what you make of it.” This is what I remember most from my conversations with the other communication managers taking part in this year’s Expo – an unprecedented event which I believe truly changed Italy. And in terms of EU digital communication, I think we really did make the most of it. The EU had the most engaging social media presence in the whole Expo, and, for me, it clearly shows that it is possible to make Europe appealing if we humanise our communication and target ‘real citizens’. This is how we tried to do just that.

The first thing we did to change the communication mindset was to get some new running shoes. Yes, for real. Effective community management can no longer be done sitting in front of your computer. The more we digitalise our relations, the more human relations matter in community building. So, I needed to get out, to meet people, and to talk to communication professionals from all over the world, in order to seize the historic moment of the first real socialmedia World Expo.

European_Union_pavilion_content_centre
Photo: Valentina Macciotta

Second, we explored how people around the world did communication – and it turns out that it’s not all about likes, retweets and followers but actually about making real human connections with those influencers, stakeholders and participants that can make your message travel further. A cup of coffee is far stronger than a retweet when developing communication networks. (For the record, the EU did pretty well when it came to the figures, too – our Facebook page had 51 500 followers, the Twitter account more than 18 000, Instagram over 5 000, while the website had more than 250 000 visitors).

Third, we focused on communicating Europe to citizens. “You’re crazy if you want to do this at a World Expo,” I was told – but thousands of social media users clearly disagreed. Expo brought the world to Milan and we brought Europe to the world with a simple message – ‘We are stronger together’. We did it by merging digital communication and personal connections.

Could this be the way ahead, the way to most effectively bridge the gap between citizens and policymakers? The time is ripe and we certainly have the tools – and the experience – to do it. So why not call me for coffee and we’ll talk about it.

Alex_and_Sylvia_European_Union_pavilion
Photo: Valentina Macciotta
Advertisements

Expo, giornalismo e social

Ho avuto il piacere di fare due chiacchiere con Cinzia Boschiero sul lavoro svolto dal padiglione dell’Unione europea a Expo Milano e sulla posizione del Community Manager. Ringrazio Cinzia e vi invito alla lettura del pezzo

In questo nostro viaggio sul  giornalismo ai tempi dei social, non poteva mancare una puntata dedicata a uno degli eventi, anzi l’Evento, che più deve fare i conti con la comunicazione: e cioè Expo 2105.

E lo facciamo con un collega Marco Ricorda che al Padiglione Europeo  ha la responsabilità della comunicazione digitale. Allora Marco, spiegaci bene cosa fai ad Expo, e perché ti definisci  un “community manager”? Una parola impegnativa…

“Sì, una parola impegnativa. In quanto questo ruolo viene spesso confuso con altri ruoli, attinenti alla gestione dei social. Io invece come community manager del Padiglione Europeo,  in un ufficio proprio davanti all’Albero della vita a Palazzo Italia,  mi occupo di gestire la comunicazione digitale del nostro progetto…

Senti, ti interrompo un attimo e approfitto del tuo particolare osservatorio. Come sta andando Expo 2015?

“Benissimo, io sono impressionato da questo oceano di gente che vedo sempre dalla mattina alla sera. E’ una marea. Io mi aspettavo un flusso altalenante. Invece è un flusso  continuo e bellissimo con punte di 250 mila visitatori al giorno.  La parola che mi piace usare è: contagioso:  un flusso contagioso di gente. Soprattutto queste scolaresche  fantastiche, con bambini  anche delle scuole elementari, che apprezzano lo stare insieme. E poi gli educatori, i maestri, che a loro volta  rilanciano  il fattore educativo di questa esposizione”

Bene, tornando al tuo ruolo dicevi che ti occupi di gestire la comunicazione  digitale del Padiglione europeo.  E  che lo fai come Community manager.  Perché questo ruolo è così importante?

Perché ormai la comunicazione digitale non utilizza più i social  come mezzi di  trasmissione e  di informazioni già pubblicate, Non fa cioè broadcasting,  ma vuole creare e consolidare  una”comunità di utenti”.  Nel nostro caso una comunità interessata a ciò che l’Unione europea fa  a proposito dei temi di Expo, su tutto ciò  quindi che implica la nutrizione del pianeta”.

Ma com’è questo progetto?

“Il progetto ha una caratteristica particolare.  Mi spiego. Forse non tutti sanno che l’ Unione europea non ha un ufficio, un riferimento fisico.  C’è la Commissione Europea, il Parlamento e  il Consiglio europeo, ma non puoi telefonare all’Unione Europea. Noi siamo quindi il primo vero progetto comunicativo  interistituzionale. Siamo qualcosa di unico.  E solo la piattaforma che  fornisce Expo ci permette di parlare a nome di tutti. Dunque io gestisco le community di tutta l’Unione europea e non solo delle singole istituzioni…”

Okay. Banalizzando per i non addetti, tu a Expo  sei il raccordo  tra Unione europea  e tutti coloro che sono interessati alle sue iniziative sulla nutrizione del Pianeta. Va bene, ma prova a spiegarci come lavori. Se hai una notizia fresca che dal Padiglione Europeo  vuoi far arrivare a tutti, cosa fai?

“Beh,  in realtà il grosso del lavoro è già stato fatto. Arrivare a un avvenimento come Expo richiede un grande allenamento… Dunque sono diversi mesi che sto creando comunità, soprattutto con gli altri padiglioni dei paesi dell’Unione Europea, per creare canali di comunicazione rapidi.  Faccio un esempio: voglio far sapere  ai nostri utenti di una  visita ufficiale al nostro padiglione? Bene, ricevuta questa informazione,  la giro subito con i nostri  social alle comunità che abbiamo  già creato.   Ormai si è creata una attesa. Abbiamo 50mila fans su Facebook che sanno di cosa parliamo e si aspettano che questi contenuti vengano forniti  in tempo reale. Siamo anche molto forti su  Twitter dove naturalmente la comunicazione è più immediata, meno ricca di parole, ma l’effetto bilaterale è molto più potente. L’utente twitter si aspetta subito una risposta”

Ogni Social ha suo pubblico?

“Sì, certo, e il pubblico viene chiamato appunto comunità. Su Facebook è molto importante l’aspetto visivo. Un post su Facebook senza una bella foto non raggiunge  tutta la comunità.

Su twitter invece il flusso informativo deve essere più regolare, frequente, ma non deve essere uno spam. Dunque ti avvicini  a persone che sono abituate a ricevere un flusso costante di informazione,  ma a loro discrezione. Su Instagram l’elemento visivo è ancora più importante che su Facebook. Il testo è un complemento, ma l’essenza dell’immagine deve dire al visitatore cosa può aspettarsi da una  vista al nostro padiglione o da altre iniziative. Dunque ogni comunità ha metodi di comunicazione diversi e questo per noi è molto  importante da capire e da riutilizzare”

Bene, tante opportunità. Quali sono invece gli svantaggi lavorando sui social?

“In realtà, io ci trovo solo dei vantaggi. Gli elementi negativi sono così pochi che spesso vengono messi sotto il tappeto. Lo svantaggio maggiore  è soprattutto la scarsa controllabilità  dei social. Noi abbiamo una nostra  hashtag che però non ci difende da una eventuale valanga di twitter mirati a bloccare il tuo canale d’informazione. Qui siamo ancora vulnerabili, ma ci stiamo attrezzando rapidamente”.

Ultima cosa:  qui parliamo spesso di come i social stanno cambiando il giornalismo, tu che sei in prima linea cosa ne pensi?

Penso che tutti gli operatori dell’informazione devono adattarsi. Si andrà sempre più a digitalizzare a e velocizzare  la nostra informazione: e  soprattutto gli utenti saranno sempre più esigenti nel riceverla.  Una informazione  rapida, digitale e condivisibile in tempo reale. Questa è una esigenza  più del pubblico  che del fornitore di informazione, ma solo i fornitori che si adatteranno possono  sopravvivere al cambiamento.  La sfida è soprattutto a livello televisivo. Giornali on line e radio hanno fatto grandi passi avanti. Ma a livello televisivo si può fare di più integrando la dimensione social con quella televisiva per raccogliere in maniera  efficace il cosiddetto feed back. Molte televisioni sportive sono già  avanti, avendo anche la possibilità  di raccogliere le sollecitazioni di un  pubblico  molto passionale.

Per l’informazione  molto bravi sono anche i colleghi  di Al Jazeera  che  offrono un  ottimo esempio al riguardo: nell’integrazione cioè  tra social e tv.  Il riscontro  con l’utente è un tesoro per il giornalista e soprattutto  per il conduttore televisivo”.

Russian pavilion visits the European Union at Expo 2015 Milan

The Russian pavilion at Expo 2015 Milano is pretty amazing in terms of what it offers to visitors. A great design, beautiful shows that open up your eyes towards the tradition, the heritage and the prospects of the country and, last but not least, the best, most active and dynamic communication team of this unique World Expo.

During their mascotte tour , a lovely bear named Mishka (who’s having tremendous success in Expo), around the pavilions of Expo, I was given the chance to explain in a nutshell what is the main message the European Union is trying to convey to the millions of visitors that have spilled over the Expo site, but also to those who can’t make it to Milan. To grant a sustainable future in terms of food and nutrition, it is necessary to combine tradition and science in a way that guarantees the respect for the earth for ourselves. Access to food will be available to all only if we collaborate.

Russian_pavilion_visits_European_UnionThe story of “The Golden Ear” answers the question: is it possible to obtain food security through good cooperation not only among countries but also between science and agriculture, and between innovation and tradition? In fact, the protagonists are a researcher and a farmer: two neighbours who are quite different, a metaphor of the European Union’s motto: unity in diversity.

Great thanks to the colleagues of the Russian pavilion and to Maria Yudina for conducting the interview.

Russian_pavilion_visits_European_Union

 

Social media treasure hunts that work

The Social Media Team of Expo Milano provided their Communication Network with another beautiful gathering, this time hosted at the lovely atmosphere of the Bio-Mediterrenean Cluster.

As usual, this was a sensational opportunity to interact with all the professionals involved in the field of communication in the biggest event of 2015, in an attempt to create a space to interact, exchange ideas and bring about inspiration for content.

Apart from the usual customary eating and drinking, the Expo team organized a pretty entertaining treasure hunt. Ten captains were named (I was sooooo honoured to be one of them :)) and respective teams. Every team had its own hashtag (in our case #teamlampedusa). A riddle was published on Twitter with a clue. If the team got the right answer, a second riddle was published and so on…until the final riddle.

cnhkmgkwuaa7s6_-large

You know, community managers are quite competitive people. Always trying to get more followers than others, more likes, more engagement and obviously this treasure hunt could not have been more awesome.

Ah I almost forgot…we actually ended up last in the treasure hunt…but had massive fun at the Greek pavilion. The photos below speak for themselves! 🙂

An amazing Social Media Happy Hour!!!

Take a few minutes to think about the daily routine of a Community Manager at Expo Milano: running up and down the Decumano, answering hundreds of mails in a record time, posting on Facebook also during lunch break, collecting every kind of business card…This is why sometimes we need a moment to relax, to do some networking and to have fun or, as I like to phrase it, to bridge to online with the offline

Social_media_happy_hour_Unione_europea_Expo_milano

 

It was an honour and an awesome experience to the Expo 2015 Milano Social Media Happy Hour with all the Community Managers of the first real Social Media World Expo! It was a great and interactive event meant to bridge digital with traditional networking in the biggest event of the year.

Albero_della_vota_terrazza_Union_europea

During the event we ran two competitions awarding Austria at Expo Milano 2015 as the favourite pavilion by all community managers and the Dominican Republic Pavilion as winners of our Instagram photo competition. Congratulations to both and to all the participants! View the full Storify of the event

The occasion was also picked up by Italian national press:
ANSA.it http://bit.ly/1HPMLol
Il Tempo Quotidiano bit.ly/1HPMLol

Photo credits Valentina Macciotta

Getting the Expo Milan 2015 Community Managers together

Last 20 May was a great day for me and for all the Community Managers working at Expo Milano 2015. I was invited to share my experience in live-covering Europe Day at a social media workshop in Expo.

Europe Day at Expo Milan was a true success and as Head of Social Media Stefano Mirti said “the great thing about the European Union pavilion is that they were really ‘social.’ They managed to perform activities and engage with people in ways that only social media allows.”

It was for an honour to hear Stefano’s words and I take my hat off in front of the guys of the Social Media Team at Expo. They are doing a terrific job not only in informing and engaging visitors at the biggest event of the year but they are creating a proper solid network of digital communication professionals. Bridging the gap between human and digital relations among people is the main purpose of social media.

What I wanted to stress in my presentation was that, no matter how well you can get prepared for live-covering big events, you need to be able to change strategy promptly. Social media nowadays requires flexibility and a reactive mind. All that matters at the end of your event is the overall success and the bonding you create with your team mates. Yes, I say “team mates” because the work we do as community managers is very similar to what sports teams do when they prepare for a big game. All that matters at the end, after the game is over, is represented by the picture below.

European_Union_Expo_Milano_Communication

The more people digitalize their relations, the more people are surprised to physically get together or even receive a phone call. These regular gatherings, that the Expo team has been organizing, is a great example of what more and more networks of professionals should be doing both in the public and the private sector.

Special thanks go to Mariella Merlino and Manuela Bonfiglio for making this network happen and to Giacomo Biraghi for his continuous effort in making people aware of the great opportunity that Expo Milano represents for Italy, Europe and the world.

Expo Milano 2015: an outstanding opening of the European Union pavilion!

Last 9 May I had one of the most amazing days of my professional life. We inaugurated the European Union pavilion at Expo Milano 2015. All the work we have done for months has paid off amazingly with an incredible turnout and very inspiring words from both President Martin Schulz and High Representative Federica Mogherini.

“Europe is changing, flexibility is no longer a taboo and austerity is no longer a mantra” stated Mogherini. The High Representative also took the opportunity to thank all those who contributed to a big event like Expo Milano 2015, first and foremost the volunteers.

The President of the European Parliament Martin Schulz expressed his pride in being part of a “unique and exceptional community of 28 democratic countries cooperating for peace, welfare and the future of the new generations.”

The promotion of the day started cross-platforms a few days in advance in order to create some pre-event buzz with stakeholders in the field of EU affairs and Expo Milan

After the ceremonial welcoming speech, Europe Day at Expo went on with the “Citizens’ Dialogue”, a debate between institutions and citizens that took place at the Expo Auditorium and welcomed thousands of citizens and high school students from across Europe.

The lively debate moderated by RaiNews24 Director Monica Maggioni tackled some crucial topics for Europe such as nutrition and environmental sustainability. The discussion also grew online through social media, with the official hashtag #EUdialogues (mentioned over 2000 times in the day).

EUDialogues

On social media this turned out to be one of the most successful Citizen’s Dialogue ever, especially thanks to the great inter-institutional cooperation between the many EU-actors involved

At the end of the Dialogue I had the honour of jumping on stage and getting a quick post-event statement by both Mogherini and Shulz on the the interaction and communication opportunities offered by this type of event. I must say I was thrilled at the very least.

Before the Citizen’s Dialogue started I asked a few students participating what they would have liked to ask to the President and the High Representative

Continue reading “Expo Milano 2015: an outstanding opening of the European Union pavilion!”

An awesome day the Social Media Trends Summit

It was a fantastic day at the EUROVISION Social Media Trends Summit in London. I really had great fun but, most importantly, I had the chance to meet some incredible communication professionals and at the same time promote what the European Union will do at Expo Milan 2015. I’ll write about my presentation in a separate post. Not because people are just waiting impatiently to read it (I’m not that disillusioned) but because the topic I discussed deserves a separate chapter. Besides, just the selfie you see below deserves another dedicated post 🙂

The summit had the target of exploring strategies and exchange knowledge and best practice in the field of social media for public service media with the wider European Broadcasting Union network. It was an aspect of social media I hadn’t been involved in before. Hence, listening from the experience of TV and radio producers was really interesting and I hope I’ll get a chance sometimes to work in the same realm.

Social media is now an integral part of public service broadcasting. Maximizing the use of social platforms has become key to making the case for public service media as it allows us to understand our audiences better and to be more relevant to them; to increase engagement and interactivity; to empower, curate and share stories and messages; and to become the most relevant source of information for our audiences.

Bringing reporters, producers and presenters together was the ideal set to understand how radio, TV and paper need to reshape their content and their way of working by integrating social media in their overall communication plans. In particular, in the past few years, I have been witnessing the tendency, from social media professionals, to over-discern themselves, from communication managers.

Social_Media_Trends_Summit As I said in my presentation:

Conversations about social media are diverging from conversations about general communication. It’s now time to make these two converge not diverge. You notice this in the way some businesses and organizations are set out. You find the community manager in an office separated from the PR team, who hardly speak to the press officer, who doesn’t have a clue about what the webmaster is doing. Community managers in 2015 need to be at the centre of communication, not at the corner

A significant part of the conference discussed how social media is reshaping journalism. A topic that Alex Volonté took a closer look at in his blog.

The conference saw the participation of many speakers, mainly from the Scandi-Anglo-Saxon world. It seems to me that Scandinavia is a great and comfortable place to promote innovation in communication and public engagement. There’s no corruption, everybody is young, everybody loves technology and people are not afraid to speak up. It’s a pretty different working environment from their south-European counterparts where political communication hides numerous hurdles towards transparency and accessibility. Apart from reminiscing the ideal world that Scandinavia creates in my mind, I particularly enjoyed four presentations:

Cilla Benkö, Director-General, Swedish Radio, was one of the most appreciated speakers at the event, as you can see from the tweets about her. A strong, decisive and pragmatic woman that seems not to compromise to mediocrity. To cut a long story short:

Social media is not only for the young generation. We must adapt to it and use it our best

When you can tell people that you work for the X Factor and MTV, you already start with a step ahead in terms of coolness. That’s what Laura-May Coope can say. Pragmatically, Laura explained how social media isn’t just marketing, posting, replying, favouriting etc… It’s a bilateral process where you both speak and listen. Otherwise, we would just call it broadcasting. It’s two-way communication. When she’s asked how she gets her stories, she basically says that she’s “always listening to social media.” Is there any other better and richer source for content? I don’t think so

The best story of the day was not about engagement or live-tweeting strategies. It was about how the digital presence of the Eurovision Song Contest came about. Believe it or not, it was (obviously) all because of a girl. Sietse Bakker, Eurovision Song Contest Event Supervisor, a loooooooooong time ago, wanted to impress this girl he liked. How, you ask? By making a website about the Eurovision. Long story short, he gets a job offer for that. Sure, there is more to that but this happened.

This is an awesome success story and it really embraces a set of recommendations I always give to neo-graduates: “Jobs ain’t waiting for you. In this market you have to stand out of the crowd and go get those jobs by the horns.” Sietse (kind of) did that. If you have an awesome idea, smart businesses will see it. Sietse is a terrific guy (see the tweets below as a proof) and the people at EVN Social loved his approach. Plus, he manages probably the coolest cross-country TV event in Europe. I mean, how can you not like the chap?

The reason why I need to talk about Alex Trickett, Head of sports at Twitter, is because Twitter Sports created some of the coolest social media analitycs-based charts I have seen during the 2014 Football World Cup in Brazil.

Getting to the point of their strategy during big sports events, Alex share his five commandments

More videos from the event will come soon. I’ll keep you posted for any update.

Peace out.

7 reasons to follow the EU at Expo

Expo Milan 2015 will be the first real “social media World Expo.” Even though Shanghai 2010 did display a touch of social networks within their outreach efforts, Expo Milan invests and relies massively on social media. The goal of this intense use of social networks and digital connections is manyfold. Not only is this strategy intended to reach the expected 20 million visitors, but also to concentrate on those who won’t be able to make it to Milan and have an interest in debating how we can feed the planet now, and in the future.

“Seven” is both an Expo paradigm and coefficient: Expo Milan foresees the sale of seven times the tickets sold during the latest football World Cup in Brazil. Every day. Expo will welcome daily an average of seven times the visitors of Disneyland Paris at its maximum capacity. 7000 are the events scheduled to take place during the six-month-long fair. Should I continue?

The European Union will be there to make a strong stance and present openly how its policies, its aids and development projects and its scientific contribution to the global debate on food and nutrition. Here are seven reasons why you should follow this incredible project on social media:

  • One voice for the EU – The European Union as a whole will be represented in Milan. It will not be an institutional but an organizational presence speaking on behalf of all the EU institutions.
  • Alex and SylviaOur journal. Our trip. Our experience in real time through the European Commission’s widest digital network.
  • Thematic weeks Food is a realm that cuts across numerous fields of expertise. To cover as many aspects as possible of the global debate on nutrition, we dedicate social media thematic weeks to deepen the discussion, the information and the content on each specific topic covered by the EU.
  • Facebook – Our eyes, hears and mouth on the pavilion, on Expo, on the visitors. Day by day you will see everything there is to know about Expo2015 and the European Union.
  • Twitter – To keep yourself in the loop. Our events, our conferences, our statements, our guests and all the material shared and commented on by our digital network. Wanna be part of that? Follow @EUExpo2015 & #EUExpo2015.
  • Instagram – Our creativity expressed in a diary made of images. Ours, yours, the community’s. Be part of it!
  • LinkedInOur microscope on science, policy and development in the realm of global food and nutrition security. For experts, scientists and those who want an institutional answer to their questions about the future of food.

Our social media is strongly based on multilateralism. We publish, we listen, we engage. We are the real time voice of the EU in the biggest event of 2015

Anything more check out our website europa.eu/expo2015

Capture

Open your ears: social media monitoring is not all about being techy

Open your ears

It is a common misperception to think of social media as different from traditional media. I believe that the more communication technologies evolve the more we must learn to see social media as part of “all media.” However, it is true that some aspects of media monitoring require a different perspective when talking about social media and gathering intelligence.

Do you know what’s been said about you, and where?

In a previous blog post I advocated how audience segmentation (the process of dividing a broad target audience into more specific subgroups) is key to effective communication output (the way we communicate).

When I was asked to prepare a presentation on social media monitoring to gather intelligence I realized how this also applies to communication input (the way we gather information to then produce communication output).

Knowing where people are talking about you and your activities is crucial. We’re currently in an era of information overload and learning how to listen and extract the information which is useful for our communication strategy is not an easy task.

We tend to think that effective monitoring is about being techy or using the most advanced tools or the most elaborate algorithms. At the social media team in the European Commission we are often asked “How can I find influencers on topic X or Y” or “what tools can tell me exactly who to follow on a particular topic.” I’m afraid the answer is: there is no magical tool. Tools will help ease your workload but you should not forget the so-called “human touch.” No matter what monitoring platform you are using or monitoring project you’re setting up, you will always need some manual background research work.

Choose the appropriate monitoring technique

We can distinguish different types of monitoring activities on social media. These are mainly based on:

  • The amount of information that needs to be processed.
  • The duration of the event/topic at stake.

Roughly I could identify:

  • Continuous monitoring
  • One-off monitoring
  • Short-term project-based monitoring
  • Long-term project-based monitoring

Continuous monitoring

“Taking the temperature” of the social media interactions and shared content in relation to your activities is very important. Whether you do that through a corporate monitoring tool or via different platforms, every-day monitoring allows you to be reactive and keep close to the action. It is by monitoring the trends, the data and volumes of information on a daily basis that you will be able to understand when values are unusual (unusually high or unusually low) and to promptly react when needed.

One-off monitoring

This usually refers to monitoring activities which are done una tantum. They generally end with prompt reports and are used to assess the performance of specific activities. They are good to evaluate events such as conferences, debates, press briefings, campaigns etc…Was the event successful? If not, why? Can we do something to counterbalance? This type of monitoring should be used to answer these questions.

Short-term project-based monitoring

Short-term project-based monitoring can be set-up when a particular “opportunity window” opens (alteration of trend and detection of unusual values). For instance, if you are continuously monitoring discussions on social media about “finance” you will be able to notice when significant amounts of discussions suddenly start revolving around related topics like legislation, transactions fees or regulation. If any such topics is of particular concern for you, it would be interesting to follow a procedure similar to what you can see below.

Social_media_monitoring

1. After identifying the issue (i.e. huge concern on social media about upcoming financial regulation) you should measure how far the issue has expanded on social media. This can be done by measuring reach, engagement, shares and retweets, likes etc…

2. Further ad hoc monitoring will allow you to identify influencers and to be able to understand the sentiment around the topic (positive, negative, neutral)

3. After that it is recommended to make a decision on how to engage on the topic with the right stakeholders and suggest a publishing/output or rebuttal strategy.

4. Once this is done, it is necessary to reassess the situation and report it back to the people in charge who will verify if the issue is over or continues.

5. If the issue continues, go back to step 1

If you make step 5 it means that your short-term project-based monitoring becomes long-term.

Long-term monitoring project

These are monitoring projects that are on-going and for which you cannot foresee an exact end date. It’s good to keep an eye on these projects regularly on long intervals or when timely events may lead to values alteration.

Of course there are cases that require the implementation of monitoring projects that go beyond what we have presented here. Nevertheless, whatever monitoring activity you think of setting up, it is important to consider:

  • Consistency

Stick to consistent measurement and reporting techniques. This is key to providing effective benchmarking.

  • Sustainability

Organise your monitoring activities according to the resources you have at your disposal. Although it is very important to monitor your presence on social media, it also requires considerable resource investment. Try to find a sustainable balance between your workload and time spent on social media monitoring.

  • Essentiality

With the help of social media monitoring tools, either expensive custom solutions or free online platforms, you will be able to gather enormous amounts of information. Think about who you are reporting this to and stick to what really matters. Information overload is your worst enemy.