Social Media Monitoring - Bob Tripathi - SMBT14

1. One way you can reduce social media noise when it comes to monitoring your brand is to _____________ ?

Conduct keyword research

Choosing keywords wisely

Narrowing down your keyword list

All of the above

When conducting social media monitoring it helps if you conduct keyword research as it can help you to create alerts based on specific keywords. This way, you are monitoring the conversations that matter the most to your business.

Explanation

When conducting social media monitoring it helps if you conduct keyword research as it can help you to create alerts based on specific keywords. This way, you are monitoring the conversations that matter the most to your business.

2. One recommended way to close the response loop after the customer issue has been resolved is to ____________

Send a thank you card!

Close the response chain on the platform it originated from

Send a personalized email to the customer

None of the above

It is recommended that after a customer complaint is resolved go back to the same platform from where the complaint originated from. This way others can see your response and that as a company you care about your customers.

Explanation

It is recommended that after a customer complaint is resolved go back to the same platform from where the complaint originated from. This way others can see your response and that as a company you care about your customers.

3. Google Alerts is a type of Social Media Management tool.

True

False

Google alerts are simply alerts and can be leveraged as a monitoring tool only and not as a social media management tool.

Explanation

Google alerts are simply alerts and can be leveraged as a monitoring tool only and not as a social media management tool.

4. One of the following is NOT a Online Reputation Management best practice:

Addressing the issue directly on your site

Encourage actual customers to leave real reviews about your company

Do not leave rebuttal

Create positive content around your brand

There were five online reputation management best practices recommended and leaving a short rebuttal is one of them. A rebuttal helps you to explain your side of the story when a customer complaints.

Explanation

There were five online reputation management best practices recommended and leaving a short rebuttal is one of them. A rebuttal helps you to explain your side of the story when a customer complaints.

5. In social media conversation prism, a site like StumbleUpon is considered as ________________ ?

A blog site

A social network site

A social bookmarking site

All of the above

Stumbleupon is a social bookmarking site where users can rate, share, and store article links from across the web. www.stumbleupon.com

Explanation

Stumbleupon is a social bookmarking site where users can rate, share, and store article links from across the web. www.stumbleupon.com

6. Responding to a negative comment on a community forum can be termed as ________________ ?

Online Reputation Monitoring

Online Reputation Management

Social Media Monitoring

None of the above

Reputation management comes after you analyze the results that come from reputation monitoring the next step is to go out and respond to individual comments or blog posts related to your company.

Explanation

Reputation management comes after you analyze the results that come from reputation monitoring the next step is to go out and respond to individual comments or blog posts related to your company.

7. The art of social media is ___________ your positives for a far wider reach.

The art of social media involves enhancing or increasing the visibility and impact of your positive aspects or messages to reach a larger audience. By amplifying your positives, you are effectively broadcasting your strengths, achievements, or positive content to a wider group of people through social media platforms. This can help in building a strong online presence, increasing brand awareness, and engaging with a larger community of followers or potential customers.

Explanation

The art of social media involves enhancing or increasing the visibility and impact of your positive aspects or messages to reach a larger audience. By amplifying your positives, you are effectively broadcasting your strengths, achievements, or positive content to a wider group of people through social media platforms. This can help in building a strong online presence, increasing brand awareness, and engaging with a larger community of followers or potential customers.

Submit

8. Social Media Managers need to create a special ___________ process to deal with irate social media community members.

As explained during the presentation, social media managers need to create a special crisis management process to deal with irate social media community members.

Explanation

As explained during the presentation, social media managers need to create a special crisis management process to deal with irate social media community members.

Submit

9. One of the ways to diffuse a current crisis with an irate customer is to................

Reach out to the customer through Twitter

Reach out to the customer within 12 hours

Invite them to your blog or controlled site

All of the above

best way is to invite them to your own platforms or controlled site as opposed to a public blog

Explanation

best way is to invite them to your own platforms or controlled site as opposed to a public blog

Social Media Monitoring - Bob Tripathi - Smbt14