anna_nten: Hello and Welcome to Ask the Expert - Wendy Harman! ntenHRoss: Hi folks - glad to have you here! ntenHRoss: You can change your username in the "edit nickname" box right under the text area. ntenHRoss: While we're waiting, anyone want to queue up a question for Wendy? Shelly: I have a question - how much actual time is involved in monitoring postings? ntenHRoss: Hi BJ! Good to see you here! ntenHRoss: @Shelly - great question. Reed from AFP Resource Center: hi yall ntenHRoss: Hi @Reed! Reed from AFP Resource Center: hiya holly ntenHRoss: Any other folks out there want to Queue up questions for Wendy? Akram: Here is a question: When you started, how did you determine what was important for your organization? At the end of the process, how close were you to reality? BJ at Anita Borg Inst: Here's a question for Wendy: How much of American Red Cross community management and moderation is done by staff and how much by volunteers? NateGasser/RockRiverStar: related, how did/do you determine how much staff time and vendor time your social media efforts would require? Reed from AFP Resource Center: Are there specific guidlines for the volunteer interaction and any tips on how to make sure that volunteer projects are done on a timely basis Shelly: Any idea what the total expense related to your social marketing activities might be? And how do you pay for these expenses - grant, donations, general overhead, etc? ntenHRoss: @Akram , @BJ, @NateGasser, @Reed, @Shelly - great! Those are on my list. Reed from AFP Resource Center: congrats on the good conference numbers. wish i could attend but not this year ntenHRoss: Also - while you're waiting for us to get started, you shoudl TOTALLY kick in a few bucks to the NTC scholarship fund, right? :) http://nten.org/scholarship Reed from AFP Resource Center: very kewl pogram. nice to see the vendor match ntenHRoss @Reed: - thanks! We're just now at 1002 registrants. We'll miss you! Reed from AFP Resource Center: maybe in a future year we'll colocate:) like the bridge conference BJ at Anita Borg Inst: it's not about pretty! catie magee: What advice can Wendy give on effectively communicating the purpose and value of social networking/media activities to a non-profit board that has low level of familiarity with digital tools in general? LNorvig: is there a hashtag? Rick: whats the official title of this session Matt Spencer: Wendy, what's your background? Beth Kanter: #nten anna_nten: You can use the hashtag #nten lauraleedooley: #nten Shelly: do you have any written policies regarding access, usage, etc.? lauraleedooley: Hi, Beth! Beth Kanter: Hi Laura LNorvig: Hi nptech luminaries Beth, LauraLee, Kivi! WeAreFamilyFdtn: what exactly does a "hashtag" mean? Beth Kanter: a hashtag is tag you can use on Twitter to aggregate tweets Beth Kanter: probably doesn't like english ! Matt Spencer: i think it's a way to send a question via twitter WeAreFamilyFdtn: thanks! Beth Kanter: you can search on the hashtag and find all the tweets Beth Kanter: that people said Matt Spencer: oh, I see Beth Kanter: don't have to hunt them down anna_nten: It so that we can aggegate all the content that was tagged under #nten Annaliese(NTEN): http://search.twitter.com/search?q=%23nten mike_madison: I know this has been asked - but I'm interested in evaluating how much staff time and resources to spend on 'free' social networking tools - and what kinds of goals to set when using blogs and LinkedIn Annaliese(NTEN): It's the "back channel" for this session :) Jenna - UNF: would like to know good KPI for success when using social networking/media KathyWinter: What monitoring tools do you use? Examples of fee and paid monitoring tools. Thanks Maile from Reel Grrls: I work for a youth-serving org so I have a lot of questions pertaining to youth and safety and social networking - what protocol do people follow regarding posting photos of minors, "friending" youth, personal/professional pages for staff... LNorvig: how can I listen when our organization has a non-unique name? "The Resource Center" KathyWinter: What is your policy for "negative" comments on your social media interests? Only management handles, public replies? etc. Beth Kanter: what's your social media value proposition in an elevator pitch? guest189956: What other orgs did you examine ? FCNL: How do you quantify the benefits of participating in social media, and how do you report those results? Beth Kanter: do you structure your few hours a day? How do you structure it? Jenna - UNF: clarify "Mentions" please? guest189956: Where are these mentions? guest7857: what tools do you use for monitoring? Jenna - UNF: tweets, facebook wall posts, etc? Annaliese(NTEN): when you say "mentions" - does this include your issue-area, or striclty your organization by name? guest7857: what is that tool? url? Maile from Reel Grrls: what is radion 6? Annaliese(NTEN): Radian6 - firm lauraleedooley: http://www.radian6.com/cms/home Fennel D TIDES: what vendors do you use for social media content creation? video? widgets? in house expertise? Beth Kanter: because of your quantity Beth Kanter: the most important thing is to get your work process and key words guest189956: Is this tool costly? KathyWinter: I second the widget question! Jill: are you using social media sites to get the word out about your organization, or are you only monitoring outside conversation? How would one use social sites to advertise/promote orgs? KathyWinter: Is social media part of your org's formal comm. plan? How do you articulate your social media goals? Beth Kanter: home grown tools - http://beth.typepad.com/beths_blog/2009/02/listeni… lauraleedooley: FYI - YouTube Interview by Jason Falls Exploring Social Media Measurement: Radian6 at http://www.youtube.com/watch?v=U9zZolmk9jUExploring Social Media Measurement: Radian6 Beth Kanter: there are different professional listening tools - they each do different things remember to do your due dilligence Annaliese(NTEN): @Jill, check out the recording of a TechSoup/NTEN webinar on using social media tools to get the word out: https://cc.readytalk.com/cc/schedule/display.do?ud… Jill: thank you! guest189956: Can you explain the policy for all the volunteers / staff? Beth Kanter: http://beth.typepad.com/beths_blog/2008/10/new-mar… Beth Camero: from CAHF Where are the Red Cross online presences? Website, Facebook, etc? Anyplace else? kivi: how much time is spent responding to mentions, versus starting conversations? KathyWinter: The Tampa chapter or RC is very active, too Beth Kanter: Wendy did you encounter resistance from staff? particularly if there were negatives or complaints? LNorvig: kivi - great question! KathyWinter: Can you share your online communications guide? BJ at Anita Borg Inst: are those guidelines for staff or volunteers or both? Beth Kanter: I put them there anna_nten: http://www.wearemedia.org Beth Kanter: came from a discussion I had on social media policies lauraleedooley: WeAreMedia.org rocks! Jenna - UNF: guidelines for staff who know little about social media, to help determine if using those tools are necessary and effective? Erik: I am interested in if/how you seperate your personal and professional identities on social media sites. LNorvig: Erik - one of my favorite topics - I struggle with this one. WeAreFamilyFdtn: Definitely curious about this as well Beth Kanter: negative complaints are an awesome opportunity to educate Beth Kanter: how do you identify trolls versus authentic complainers? ISMYL: I second KathyWiner's question: how to you actually document your progress and integrate into the physical plan document. There are so many elements and varied metrics, is there a template for social media tracking/plan etc Beth Kanter: http://www.chrisbrogan.com/guest-post-handling-negative-comments-on-your-blog-post/ LNorvig: how do you convince higher ups that negatives are positive? WeAreFamilyFdtn: does including a bit about your personal life let the viewer see you as a "real" working group? Beth Kanter: great question Lnorvig Fennel D TIDES: what is your ORG status? For ex. how do u handle Bush Bashing for negligence for Katrina. how do u remain politically neutral, and still instrumental for making an impact? LNorvig: WeAreFamily - many of the best social networkers do seem to keep their personality in the mix - see my post in net2 roundup this month http://www.netsquared.org/blog/amy-sample-ward/net… Beth Kanter: @fennel D Tides this might answer your question http://www.flickr.com/photos/cambodia4kidsorg/3226367547/ LNorvig: our funder is pretty shy of negative comments - this came up in a meeting the other day. They want to encourage discussion boards but freak at the negatives! Beth Kanter: @Lnorvig maybe you need to show before/after - complaint and turnaround LNorvig: will a recording of this be available? want to share with another staff member lauraleedooley: There will always be negatives, but I think too many organizations focus on that aspect, rather than the positive, and use it as an excuse NOT to move forward. Which causes negative feedback in the social media space for lack of presence. WeAreFamilyFdtn: thanks LNorvig! Fennel D TIDES: Do you have international legal approval? liability policy? LNorvig: lauralee excellent point Beth Kanter: @lauraleedooley excellent point - I think that is why it is much easier to set up a presence and share your content, but not listen Beth Kanter: but listening is a gateway drug Beth Kanter: it's free market research anna_nten: We will send out a recording and a copy of the chat transcript after today's webinar. LNorvig: anna, wonderful! Fennel D TIDES: Thanks Beth - U R always simply fabulous. Beth Kanter: multi-channel questionning ... LNorvig: Listening is more important for larger orgs - people need to know that if they are very small there may not be much to listen to LNorvig: but you can combine listening to talk about your org with listening to talk about your general field Beth Kanter: @lnorvig - depends on what you're listening for .. if just the name or url - maybe not - but if larger like the issue - maybe more to listen to? Jon Dunn: @bfas LNorvig - That's why I am curious of the cost effectiveness of Radian6. Maybe good for a huge org like the Red Cross, but at what point do you rise up and need to outsource that? LNorvig: Beth yes, was trying to say that but with poor grammar! Beth Kanter: wondering if at the beginning more time was spent on listening? LNorvig: Jon Dunn , you can listen very effectively with RSS. Can use RSS aggregation tools too. Reed from AFP Resource Center: particularly when it comes to advocacy Beth Kanter: great .. not embarassing your mother .. love it Jon Dunn: @bfas Yeah I spend a ton of time listening. Would be nice to get some help ;) lauraleedooley: I think smaller organizations have a big opportunity to use social media to build their capacity by personally connecting with people with complementary expertise and skills Fennel D TIDES: have u engaged the new American gov. CIO admin? internal collaboration tools? Erik: I'm more worried about my mother embarrassing me on Facebook LNorvig: oh snap Erik lauraleedooley: My kids actually connected with me on facebook - on purpose! VICTORY! Beth Kanter: @lauraleedooley - definitely and that strategy works so well to build a network .. MelissaAtHeart: Isn't having multiple facebook accounts for one identity against their terms of use? BJ at Anita Borg Inst: but do you see it as important for a 501(c)(3) to be careful to stay away from certain topics, e.g. politics, in order to protect nonprofit status? WeAreFamilyFdtn: I have 2 different facebook accounts - one for work and one for personal LNorvig: Jon Dunn, don't know cost of Radian but maybe a social media consultant could listen for you - give daily or weekly reports BJ at Anita Borg Inst: @MelissaAtHeart yes but you can have a personal page and an organization page. and i have 3 Twitter accounts, 2 for work, 1 for me WeAreFamilyFdtn: this helps bc i had a personal account long before we created one for our foundation LNorvig: WeAreFamily I have two also. Our org is federally funded so conservative. LNorvig: BJ very important question lauraleedooley: Many organizations have both a page and a group which meet the needs of different people - but look back at what Obama did - he had LOTS of presence in facebook in groups, pages and some generated by constituency MelissaAtHeart: yes, I know that about pages...but I know so many people are creating profiles, one for work, one for personal anna_nten: @lauraleedooley @kanter aw, man - i did not shout VICTORY when my mom found me on facebook! KathyWinter: Anyone use "socialmention.com" for a "home-grown" listening tool? Michelle: Paul @MelissaAtHeart yeah that's technically not allowed and if Facebook feels like it, they'll delete you Beth Kanter: It will cost about a couple thousand a year KathyWinter: Are you able to see FB comments before they post or do they just go "live" Beth Kanter: monthly rates Beth Kanter: depends on what you need Beth Kanter: I wouldn't touch a professional tool until ISMYL: have they already outlined what radian 6 does? i am late MelissaAtHeart: Yeah, I've heard about that, but haven't seen the clean-up by Facebook Beth Kanter: you have your work flow and keywords down Beth Kanter: also, it depends on your volume Michelle: Paul I've only seen it/heard it anecdotally, but it's somewhere in Facebook's FAQ for sure KathyWinter: I keep my own social media accounts so I can be familiar with the tools and the benefits. Then, I bring in the org on their own account guest189956: do you respond to everything? Is there anything you do not touch? Beth Kanter: @ismly radian6 is a professional listening tool that uses keyword searches to search through social media channels Beth Kanter: it also gives you features like analytics Jon Dunn: @bfas Thanks Beth - helpful as always :) Beth Kanter: and can support your work flow - so there is less cut and pasting for reports Beth Kanter: it is useful if a lot of people are doing the listening .. Annaliese(NTEN): @KathyWinter that seems to be a good tactic: start with your personal accounts to listen and learn, and then create official organizational accounts MelissaAtHeart: Yeah, I've seen it in terms of use too.. Beth Kanter: I've been using it for a year - as well as other tools - and they all have different features Beth Kanter: and capabilities LNorvig: heard of listening tool recently haven't tried http://www.icerocket.com/ Beth Kanter: but I spent three years with free tools .. KathyWinter: I also read Beth's Blog! Beth Kanter: http://mashable.com/2008/12/29/brand-reputation-monitoring-tools/ guest189956: In facebook, I found 500 groups labeled American Red Cross. Does Wendy manage/monitor all of these? are they run by volunteers ISMYL: thanks Beth! i need that for sure--worth the investment Beth Kanter: the field of tools is exploding too guest424426: facebook has many levels of privacy that allow you to control who sees what LNorvig: For me, I want to be able to talk about librarianship, drupal, bacon, and don't think it's relevant to my audience of grantees Beth Kanter: @lnorvig bacon? guest189956: what is the blog platform for news that Wendy referenced? Fennel D TIDES: do ppl post disturbing imagery? war-torn regions? cellphone videos? x-rated "all 2 real" hyper emotionally charged stories. what tone do does american cross accept? WeAreFamilyFdtn: even with privacy, people can always find out more about you. Especially if you have "friends in common" lauraleedooley: Many try the host of free tools first to help you understand metrics and decide what metrics are important to you - then move into higher-end tools like Radian6, Omniture, etc. Beth Kanter: newsroom.redcross.org Beth Kanter: @lauraleedooley amen Beth Kanter: and what channels too lauraleedooley: But you should make sure that while you are exploring listening tools, you are migrating the capability to listen to your content developers - so they get excited about listening ISMYL: @beth kanter--i have been looking for some templates on a social media plan or on documenting progress rather than re-invent a multiple spoked wheel---can someone shre their templates for the we are media tools? LNorvig: Beth, I know Holly rocks the bacon thing but my audience wouldn't get it. Just sayin I have reasons for the two accounts method. Jenna: - UNF documenting progress and measuring success would be wonderful KathyWinter: @ISML where have you found templates? kivi: Best point so far! Only thing to fear about social media is fear itself! Jenna: - UNF how do we measure if things are working? Beth Kanter: @Jenna-UNF match metrics against your goals MelissaAtHeart: How much time TOTAL do you spend on social networking in a given day? Do you feel your time investment is giving you the ROI (return on investment) you originally were looking for? Rick: how long is the morning meeting lauraleedooley: you know if things are working if your goals are being met - important to set goals when working in social media. Can be as simple goals which can be ramped up as you learn from your listening WeAreFamilyFdtn: How important do you think it is for an organization, particularly a small organization, to bring on someone who is completely dedicated to Social Media? Beth Kanter: wendy - how do you avoid information overload? Joanna at CORAL: What are the major benefits of using social media for a fairly small organization? Do you think it's worth the time for a small staff? MelissaAtHeart: Is your 2 hour meeting all about social networking or integrating in general? lauraleedooley: At some point we 'll reach a tipping point where social media will be the norm. Just as everyone has email, we'll all have profiles and microblogs and [enter SM tool here] lauraleedooley: Important to train people to understand and use social media ISMYL: i second that lauralee anna_nten: @lauraleedooley - and our openid will be on our id cards Beth Kanter: what is the value of the conversation? Beth Kanter: you probably can equate that against the cost of focus group or other research source? catie magee: @lauraleedooley: indeed. and no matter the size of the org, the diversity of tools offer so many opportunites for capacity building, something invaluable in a period of such financial uncertainty. Beth Kanter: do you still need to bookmark into delicious that you're using Radian 6? lauraleedooley: and how to you measure the unmeasurable - stuff that you can't capture with numbers Erika: What are some ideas for scaling some of these SM practices down to an organization with, say, 3 full-time staff? Beth Kanter: but with radian 6 you can show share of conversation KathyWinter: What is tagging in del.ic.ious? I know what del.ic.ious is, just not using it as a monitoring tool Beth Kanter: and compare to a baseline Jenna - UNF: @Erika, good question Beth Kanter: @kathywinter delicious is a social bookmarking site see http://nptag.wikispaces.com for more Jenna - UNF: you can use it as a monitoring tool to see how many people have tagged your URL KathyWinter: @beth kanter: thanks! Beth Kanter: if staff are listening in a decentralized way - how do you make meaning together? Jenna - UNF: similar to doing a link check on google LNorvig: Kathy, more for documenting than monitoring, but can be used to, for example, see who is bookmarking you MelissaAtHeart: Does the Red Cross have like a National task force dedicated to Social networking monitoring/best practice sharing? Erika: @Jenna - UNF, thanks! KathyWinter: @jenna: to tinyurls appear there, too? or R those disguised? Jenna - UNF: @KathyWinter: not that i'm aware. Beth, do you know differently? Beth Kanter: wendy mentions mashup delicious tools http://mashable.com/2008/06/23/mashable-delicious-50-most-popular-stories/ lauraleedooley: @KathyWinter - Using delicious.com and wordle.net to visualize how people label World Resources Institute - http://tr.im/gMbL Beth Kanter: I love wordle! Jenna - UNF: ditto Jenna - UNF: all this stuff and no time to deal with it... KathyWinter: @lauraleedooley: thanks Beth Kanter: visual thinking, pattern analysis skills seem to be key Fennel D TIDES: "feedback= the breakfast of champions" - blanchard. i salute american cross 4 establishing 2 way convos , and making collaboration a daily business practice. Go Wendy. MelissaAtHeart: Are there organizations you view as setting the example besides your own? (like people to watch) Beth Kanter: that's what the analytics components of the new tools can do NateGasser/RockRiverStar: the key is, which 10 of those 4722 mentions will have the most impact on other people? that's where I spend my limited time. Jenna - UNF: that is definitely the key question: "how can we tell our story through this?" Jenna - UNF: we're all about storytelling here Lucy -CEP: is there a link to the data visualization session mentioned on the call? Annaliese(NTEN): Carrie Lewis at HSUS rocks the social media advocacy Fennel D TIDES: The Greenlining Institute Annaliese(NTEN): the article Wendy just referred to: http://philanthropy.com/free/articles/v20/i08/08t0… lauraleedooley: NWF - @starfocus on twitter Jon Dunn: @bfas @humanesociety for HSUS Beth Kanter: american cancer society anna_nten: http://twitter.com/HumaneSociety Beth Kanter: Laura Lee Dooley too Beth Kanter: she's on the call Beth Kanter: Laura Norvig lauraleedooley: lol Beth Kanter: who is on the call LNorvig: aw thanks Holly! lauraleedooley: love to listen! Beth Kanter: The US Army lauraleedooley: Plus my husband words at American red cross national hq Beth Kanter: the blog response chart lauraleedooley: Jim Dooley LNorvig: Amy Sample Ward Jenna - UNF: official cancer society handle? MelissaAtHeart: Thanks! Jenna - UNF: seeing lots of regional ones.. Beth Kanter: US Army blog response chart anna_nten: http://www.web-strategist.com/blog/2008/12/31/diagram-how-the-air-force-response-to-blogs/ Beth Kanter: http://www.flickr.com/photos/cambodia4kidsorg/3226367547/ Beth Kanter: David Merman Scott had the best write up .. anna_nten: @beth kanter - jinx Rick ITEC: - yuk! Annaliese(NTEN): http://twitter.com/AmericanCancer Beth Kanter: Wendy - why? Rick: its a drain Beth Kanter: data visualization is not just tool based skills .. Jenna - UNF: like that topic! Beth Kanter: martinis Jenna - UNF: mojitos? MelissaAtHeart: ACS CAN does text messaging for advocacy alerts that is pretty affective Annaliese(NTEN): i'm sure there'll be an app for that on iphone soon Jenna - UNF: we've started text to give too, for Nothing But Nets WeAreFamilyFdtn: Shakedrink app on iPhone will teach you how to make all those drinks :) anna_nten: @Lucy -CEP - the data visualization session is at the 2009 NTC - http://nten.org/ntc LNorvig: thanks everyone this was fabulous anna_nten @wharman lauraleedooley: Thanks so much!