ImpactWatch Blog

As Twitter use explodes, tracking your brand and/or issues on the platform is becoming increasingly important to companies and organizations.  Through a variety of free tools that are out there, it is possible to easily find out what people are saying.  However, no tool that I’ve seen has the metrics and collaboration layer that I’d really like to see on a tracking platform.
Here is my own personal wish list as to what I’d like to see in a Twitter tracker:

• At the most basic level, display tweets relevant to the client along with meta information about the tweet author (number of followers, frequency of updates, etc.).  I think it would also be cool to show related tweets as discussion threads to provide some context, and provide a way to sort tweets based on the authority of the author.
• I would want a way to graph trends over time as a way of seeing how my brand is doing.  Are the tweets positive or negative?  What are recurring topics that come up about my company or issue?  How is the volume of tweets changing over time?
• I’d want to be able to quickly look up which Twitter users are talking about my brand the most, and which of those users have the most authority.
• Integrated within the platform, I’d like a way to track the success/failure of my own Twitter account.  What is my follower trend?  How often am I being retweeted?

These are just my initial ideas.  What would you like to see in a Twitter tracking tool?

I am a big fan of the tech news aggregator Techmeme as well as its politically focused sister site Memeorandum (not so much the gossip focused WeSmirch).   Both sites use complex algorithms to discover and group new content in real time.  I read both sites on a daily basis as a way of getting a sort of Cliffs Notes summary of what is going on in the tech and political blogosphere on a given day.

Anyone who reads these sites frequently is all to aware of the limits of the site’s automation algorithm.  Content that is only tenuously related is often grouped together.  The lead story on a given topic is sometimes the least important story on the topic.  The point of the news that is being broken is often missed.  The example below, which shows a story about Anna Nicole Smith being hospitalized as the lead story instead of one about her being dead, shows the just one of the kind of problems automation can bring.

Techmeme founder Gabe Rivera explained the gist of the problem in a blog post yesterday:

Any competent developer who tries to automate the selection of news headlines will inevitably discover that this approach always comes up a bit short. Automation does indeed bring a lot to the table — humans can’t possibly discover and organize news as fast as computers can. But too often the lack of real intelligence leads to really unintelligent results.

In an effort to provide better results, Rivera has hired a human editor to augment the his site algorithm.  About the decision, he writes:

Early on, when our system was less technically refined, the clearest path toward improvement involved simply iterating algorithmic development. Later, as the automation reached a certain degree of maturity, we recognized that direct editing could now improve news results by leaps and bounds. Though our roadmap contains a number of novel future algorithmic enhancements, introducing editing now appears to be a no-brainer.

Through our ImpactWatch media monitoring platform, we’ve done a lot of work on automation versus human review.  Indeed, in many ways the challenges we face on are more difficult than Techmeme since ImpactWatch does sentiment analysis as well as categorization.  After a great deal of trial and error on ImpactWatch, we’ve come to the same conclusion as Rivera: the best way to analyze and organize news is through a combination of human editing and automation.  Automation can get you part of the way, but ultimately if you really care about the quality of the analysis some sort of human editing is necessary.

Since its launch in 1999, our ImpactWatch media monitoring platform has been focused on serving the enterprise market.  The product has been aimed at organizations that receive a high volume of coverage from both traditional and online media, require a large number of employees to access the data ImpactWatch collects and need high-end  reporting and analysis of coverage.  Due to its robust feature set and flexibility, ImpactWatch remains a great solution for these types of enterprise clients.

But in showing ImpactWatch over the years, I’ve run into a lot of people who love ImpactWatch’s interface and base tool set, but who don’t need all of the advanced features we’ve built into ImpactWatch over the years. They were looking for an elegant and affordable way to manage and report out on their media coverage as opposed to an enterprise level media tracking platform.

In an effort to provide these folks with a product they can use, we are in the process of rolling out two new ImpactWatch product lines that will enable the IW to serve the needs of organizations of all sizes.  Specifically:

1. ImpactWatch Basic – Aimed at groups that get a limited amount of coverage (approximately 1-50 clips a day) and only need for a handful of people to access data.
2. ImpactWatch Professional – For organizations with a higher volume of coverage (50-100 clips a day) and who need a few dozen people to access the system.
3. ImpactWatch Enterprise – This is our current system, which is aimed at organizations with a high volume of daily coverage (100+ clips), a large number of users and that need access to some of ImpactWatch’s high end reporting features.

I know this is vague, but we are in the process of a big development push and aren’t ready to talk about all the details yet.  Check the ImpactWatch blog for updates on our progress and look for us to roll out the new product lines later in the summer.

We’re excited.

<Cross Posted from The Bivings Report>

Over the weekend, two of the users I follow on Twitter, David All and Techcrunch (Michael Arrington), had separate problems with Comcast and vented about them via their Twitter accounts. Comcast apparently monitors Twitter and proactively reached out to both of them.

Here is the relevant tweet from Techrunch:

And here is the tweet from David:

An article in the Consumerist confirms that other users have received responses after complaining via Twitter. In a follow up article about his problems, Michael Arrington offers advice to folks with a Comcast service problem: “Skip the hold time on their customer service line and go on the attack at Twitter instead. You may find your problem fixed in a hurry.”

Three thoughts on this:

(1) I think it is great that Comcast is listening to people on Twitter and reacting proactively to fix problems. Based on a quick search, there appear to be plenty of problems to that need addressing. More companies should monitor and participate in Twitter in a meaningful way (we are working on doing Twitter tracking through our ImpactWatch service). It should be incorporated into the customer service loop.

(2) As a consumer, I’m bothered by the precedent of the squeaky wheels on Twitter getting preferential treatment over people who go through normal channels.

(3) Not speaking specifically about Comcast, I think the focus some companies place on social media is more about PR/crisis management than a true commitment to customer service and dialogue. Performing triage on complaints that come in through Twitter may keep the customer revolt at bay for a short time, but when that levee eventually breaks, it isn’t going to be pretty.

Most people want to boil the success or failure of a website down to two easy-to-digest statistics. How many people came to my site? How many pages did those folks look at? Take those two numbers. Draw a line over time. If they go up, we’re doing good. If they go down, we’re not.

As the web has gotten bigger, these broad eyeball-based metrics have become less and less useful. Sure, eyeballs are still extremely relevant for websites that are selling online advertising. But for most websites, the total number of visitors really isn’t that important except in giving you very broad strokes. More important is whether your website is reaching its target audience.

Let me give you a couple of examples from our other blog, The Bivings Report.

(1) A while back this article of ours made it on to the homepage of the social news site, Digg. For those of you not familiar, this means we got thousands of visitors coming to our site all at once (this phenomenon is actually called the Slashdot Effect). To this day that is still the day we got the most visitors to our blog.

But to what end? As you’ll see, being on Digg didn’t lead to some great discussion in the comments on our site. In looking at usage patterns before and after being on Digg, we didn’t see a long term bump in users or RSS subscribers. Basically, being on Digg was (1) a nice ego boost for us and (2) a fun way to run an ad hoc stress test on our servers. Beyond that, it really didn’t accomplish much.

(2) Similarly, we wrote an off-point blog post a while back on HD-DVD vs Bluray. Based on our site stats, I’d a lot of people are researching which to buy as hundreds of people are visiting our blog each day after finding our article on Google. Like with Digg, this traffic is doing us very little good. We’re not a consumer electronics blog and the people coming from Google on that particular search aren’t being converted from visitors into readers.

If you boil our bottom line for this blog down to a line chart showing visitors over time, these two events make us look great. Our trend line is going up. Hurray. But in both these cases, the people we attracted aren’t really interested in what we write about on our blog and aren’t members of our target audience.

The overall traffic numbers don’t really tell us whether our blog has been truly effective or not. To know that, you’ve got to look a lot deeper than visitors and page views.

For as long as I can remember, USA Today has compiled a list of the best Super Bowl ads based on a focus group testing process they call the Ad Meter.  This year is no different and you can check out this year’s breakdown here. 

This year the Viral Video Chart website provides us with a way to judge which ads and Super Bowl moments are creating the most online buzz the day after.  The site analyzed the most popular Super Bowl videos on the various video sharing sites (YouTube, Daily Motion, etc.) and has produced a list of the twenty most popular.  The list mostly consists of commercials, although Jordin Sparks singing the national anthem and Tom Petty’s halftime performance also made the cut. 

So cutting to the chase, what was the most popular moment?  A Pepsi commercial starring Justin Timberlake.

In trying to measure blogs, a lot of people put a great deal of stock in inbound links.  It might not be going too far to say that inbound links have become the standard by which the influence of a blog is measured.  Theoretically, the more links you attract from other sites the more influential the blog must be.  Right?  It sort of makes sense. 

But I really think inbound links became the standard out of the lack of a better way to measure.  Specifically:

1. Legit traffic figures for blogs are impossible to obtain.  Sites like Alexa and Compete are notoriously inaccurate and don’t have data at all on smaller sites. We simply don’t know how many people go to the various sites out there and don’t have a defensible way to make comparisons.
2. Inbound link information is really easy to get on Technorati and Google.  This became the standard because it is readily available and easy. 

But I really think inbound link information is entirely anecdotal and not a defensible way to truly measure influence or even popularity.

Let me explain based on personal experience.  We launched the current iteration of our main corporate blog, The Bivings Report, around two years ago.  In the beginning, I had an unhealthy interest in our Technorati ranking, a measurement based on inbound links.  The result was an unhealthy number of linkbaiting types of posts, participation in blog carnivals etc.  Basically, I was focused too much on attracting links and not enough on building an audience.   Frankly, it worked – we rocketed up into the top 5,000 blogs on Technorati.  But in the process we learned that attracting links doesn’t really mean more readers (as measured by site statistics and RSS subscribers).  Most links you attract only lead to a few referrers. 

Anyway, at some point we all grew bored with trying to attract links and just focused on writing about what interests us.  The funny thing is that as our Technorati ranking has dropped our readership has continued to grow.  We have far more readers (and hopefully influence) now than we did when we had a higher Technorati ranking. 

This isn’t to say that looking at inbound links is a useless exercise.  It is a great way to identify an initial list of big players from which to work from.  Just keep in mind that inbound links are not the sole way we should measure the influence of blogs.  Instead, it should be part of a bigger methodology.

More on this later.

ReadWriteWeb has the scoop on Tweeterboard, a new website that allows folks to track the influence of Twitter users. The site includes a leaderboard of the top 100 Twitter users and allows you to view the usage patterns of individual users. These profiles show you how often the user updates, assigns them reputation ranking and provides stats on how often they interact with other users. Below is a screenshot showing the profile of blogger Jeremiah Owyang.

Owyang is bullish on the new tool, writing:

I’ve been watching the various twitter ranking, measuring, mashups appear, and most have little utility (other than some of the search tools). I’m pleased to finally run into Tweeterboard, which has metrics (see my profile), rankings, a ‘newsfeed’ of content, and it starts to tie relationships together of different users.

Currently, Tweeterboard is tracking the Twitter usage of around 2,000 people, so it is not comprehensive by any stretch. I like Tweeterboard, and think it will provide some good anecdotal data, much like the Technorati rankings do for blogging. But I’m much more interested in tools that analyze the content of the messages people send than on rankings of the users. There are a few search engines that query Twitter, but the tool sets available for tracking brands and issues on Twitter are still embryonic. Potentially something for us to build into ImpactWatch….

Here are some tools you can use to search Twitter posts:

• Terraminds
• Twitter Search
• Tweet Scan
• GoogleTwitter Search

A few years back, The Bivings Group launched our official company-wide blog The Bivings Report. Looked at simplistic, The Bivings Group has two main business lines: web development and media monitoring and measurement through our ImpactWatch product. Over the years, The Bivings Report has gained a bit of a following by focusing in on looking at overall web industry trends. We wrote about ImpactWatch occasionally, but never as much as we wanted to or should have because we felt it was a little off topic given the goals of The Bivings Report.

So we’ve decided to launch a blog devoted to ImpactWatch specifically, and media monitoring and measurement trends more generally. With this new blog, we aim to:

• Communicate with our existing customers about ongoing improvements we are making to ImpactWatch
• Provide a look behind the scenes at our development process and solicit feedback on our bigger development ideas
• Share our take on media monitoring industry trends

Anyway, welcome and thanks for visiting. If interested, please subscribe to our RSS feed here.

Note we’ve copied over relevant posts from The Bivings Report, which is why we have an archive of posts already in place.

Today we launched a new public demo of our media management platform, ImpactWatch™. To quote our marketing materials, ImpactWatch “is a web-based media management platform used by public relations and corporate communications professionals to continuously observe, track, gather and analyze high-volume media coverage of any brand, product, issue, event, or industry.”

Put more simply, we track mentions of your company/product/issue in newspapers, magazines, blogs, etc. and provide you with tools that help identify trends in coverage. Our new demo looks at coverage of the real estate market.

If you want to give ImpactWatch a quick test drive, sign up now.