Posts Tagged twitter

LocaFollow

A new Twitter application caught my eye: LocaFollow.

Not only does it recognise my loacation as London, it also allows me to search for people near by. Now, I automatically get suggestions of the most followed people in London. That is nice.

London Tweets

But, I can also search for different cities, e.g. New York, Munich etc, depending on what I am interested in. Additionally, I can choose a profession, e.g. CEO, Marketeer and so on. Even found a taxi driver from Beckenham, you never know if I know him, lol.

Definitely a nice little tool to look at. I found some people in digital marketing in London that don’t really have much to say but come up on top of my search. The results don’t seem to be filtered well, e.g. the engine seems to crawl the description of the person and then displays the results in a not clear structured order. At least not obvious to me.

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Michael Jackson

The Guardian put this video on its website and I thought I want to share this.

It shows the popularity of keywords/tags and how the “Michael” and “Jackson” and “arrest” (part of cardiac arrest) was getting popular on the social media site Twitter. However, I found out about Michael Jackson’s death through a breaking news email rather than Twitter.

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The future of search

In an interview the other day I was asked about the future of search. Biased working on multilingual search at the moment, I decided to opt for the answer of “instant translated search results”, e.g. you type in a search term in English and they offer you results in different languages that are instantly translated. Saw this instant translation tool at Google Wave and was very impressed.

But what has happened lately in the search world? We are all familiar with Universal Search or Blended Search where the search engines blend results from blogs, pictures, news etc. Good example are politicians, e.g. Barack Obama. I spoke about that at SES Hamburg in 2008.

barack obama

If you are logged in with your “Google Account” your personal preferences will be taken into consideration, and dependent where on the globe you are and which index you access, you get different results. The one above is for UK only. So is personal search, the search results tailored to your preferences, the future? If so, the Internet would become a creation around your preferences rather than you changing the Internet around you. Or it gives you enough possibilities to personalise your web too and only the search results and of course the advertisement will be tailored to your life. The Digital Britain report touches on behavioural targeting and suggest it will be playing a big role in the future of online advertising.

What about Bing, did MSN’s new search engine changed anything? Google published a video pointing out that they are a “decision engine” too.

Google, according to Mashable, gets a bit scared and takes Bing quite serious. Search Engine Land comments on the “threat” too.

You remember the launch of Cuil last year. They didn’t take any market share off Google. However, if you think about it, then Bing might not want to take market share of Google (as yet) but position itself with a more relevant search engine than the msn.live to overtake Yahoo! and then take on Google in the long run. The relevancy is important and the way results are shown. Again, if that is combined with personalised search, Bing could become a winner and take on Google – but I suggest we don’t really see any shift towards Bing for another year or so. But, with launching Bing, Microsoft did go back to the battle field and the more competition there is for search engines, the better it is for our industry.

Anyhow, see Bing’s advertisement here and keep an eye out on whether they will take on Google or not.

Wolfram Alpha didn’t make the news as much and it is a search engine focusing on results and facts. If you search for “Barack Obama” you get his life facts. If you click on “search the web” you end up at Google. So this reminds me more of a Wikipedia search. However, clearly an interesting step in the world of search and how we might change our way of using search engines in the future.

Barack Obama WA

What is left to look at if we need to decide on the future of search? Maybe Twitter. I wrote about it a lot already, so the instant search which twitter offers and now shows up in Google results too, is definitely something to watch. Local search and search depending on your position, e.g. mobile GPS location, could be very interesting as well. Data protection might be against it, but definitely an area you want to keep an eye on.

Leaves us with semantic search? The user types in a few words and the search engine interprets what it means. Maybe the future will combine this with some personalised information again too? ClickZ had an interesting example in their article about a NY Sandwich: “Tell any New Yorker you had a sandwich made with rye bread, corned beef, Swiss cheese, sauerkraut, and Russian dressing but can’t remember what it’s called. He’ll tell you it’s a Reuben. But just throwing a few ingredients into a search engine may not get you such a quick or even correct response.” That means you might find recipes or anything you cannot remember the name off by putting in the “ingredients” or words you know about the “thing” you are looking for and out comes the answer. Very interesting and the Semantic Technology Conference is definitely a place to go over the next few years.

By the way, I found a great deli bar in NY whilst searching for the above ;-)

So, how do we best summarise the future of search?

The semantic search still seems to be in its infancy. However, the personalised search combined with localised search could be a winner, data protection allowing of course. And if Bing will take on Google or if we will find more vertical search engines rather than blended search results in Google and Bing shall be seen. If Yahoo! stands a chance and if Yahoo! and Bing can take on Google shall be seen also. My suggestion is that we won’t see much of a shift towards alternatives away from Google for a while, however we should not anticipate that search engines like Bing will take on Google in the long run, combining some or all of the technologies above. However, Google won’t sit still either, so the future is wide open.

And, instant translation, will get the world closer together – if it is relevant to the results shall be seen ;-)

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BT (British Telecom) – customer service

I keep getting into the habit of writing about customer service. Particularly in relationship with Twitter.

Also, I have a love-hate relationship with BT (British Telecom). About 2 1/2 years ago when we moved into a new flat they drove me nuts. It took me a week to convince their help desk that they don’t need to do a line check every time I call and that there is a problem with the exchange. They eventually agreed to send out an engineer and fixed the problem after 10 days. I got so mad at them that I wrote a letter to the CEO which resulted in the head of customer service apologizing about the incident, and me getting 3 months free broadband as a compensation.

Now, why am I still with BT? Two reasons. One is that my wife likes to keep the land line number. Secondly, it is convenient to have them as they have a good connection, e.g. I hardly ever in the last 5 years had problems connecting to the internet. I believe 2 times in 5 years. That is a very good track record.

After the incident 2 1/2 years ago I decided not to sign for another 12 months in case I want to swap to Virgin for their quicker glass fibre optic broadband. But then I did sign another 12 months just recently because I thought I never going to change to another provider and they offered me some savings :-) I fell for the old sales trick!

What I noticed lately, particularly reading about BT’s throttling broadband speed. Of course they speak about doubling the speed and introducing glass fibre optic technology too. Anyhow, because we have such a slow speed, e.g. we signed up for up to 8 mb/s, and only receive around 3 mb/s, I complained to them and tweeted about it and said that I am not happy with the slow speed but surprised, due to previous experience, about their speedy response. After my complain via email I had a technician on the phone within 2 hours! And he unfortunately admitted that if it is slower than 2.5 mb/s I should call them. However, that is not the reason I signed up for 8 mb/s but I know there is no way to argue about it. Maybe Virgin after all?

BT thread1

Above the replies from Twitter. BT started following me, commenting and offering more help and support. I find that very good and very essential. Actually, this is what the post is about.

Any good brand nowadays needs to adopt to search/social media to follow up what is said about their brand online. With BT for instance, you need to monitor “BT” on Twitter. Go to the search function and search for BT, you will quickly see how much work they have to do and how many people write about “BT” not meaning the company.

Just thought this is a great case study on how well BT is doing, or brands in general, in adopting social media and monitoring as well as engaging with clients. It is more and more essential for brands to engage with clients where they are.

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Twitter results in Google

Wow, I am impressed. Maybe I missed an announcement over the last few days but Google now includes Twitter search results in their search – at least for their Google Alerts.

google-alerts-ballueder2

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Twitter’s future and customer service

I am a little behind my reading this week. On the i-media newsletter I found an interesting article from Brendan Nelson about “Where next for Twitter?”

Reason me picking up on this one is that Nelson pointed out a few very interesting things about Twitter.

The idea of brands to embrace Twitter is not new. He uses the example of First Capital Connect to alert travelers of any train problems. My hosting provider uses the same method to alert me when the server is down. I know of a company, or many by now, that embrace social media to engage with their clients. Example is a broadband provider where the Managing Director got a keyword alert on a Sunday morning for his brand name that someone was unhappy with his service. He engaged with the customer and sorted things out for him Monday morning, resulting in the person twittering about the great customer service and engagement with the client! This is just one example of many.

In the old days people recalled products, sent letters and tried to reach people through offline advertising. Nowadays people use 140 characters, instant online SMS, to engage with other people. They recommend services and point other users to positive experience with brands – but also to negative experience with brands. People use “Search”, e.g. Google, Yahoo! and Bing, to FIND recommendations, products and services. And, the more positive news they read about your product the better.

Last week on Twitter, I engaged in a conversation about a mobile phone network. Others tweeted about their bad experience being on hold to their broadband provider, eventually hung up and used a different provider.

What do brands have to do? Engage with your clients via social media. That is the key. Monitor your brand name online and be sure you are found for anything related to your products and services, your brands etc. The bigger the corporation and the more brand names you have, the more important is it to monitor all of them. You can automate that but ideally have someone dedicated to engage with anything that is said about any of your brands…at any one time.

Whilst Google for instance takes a few days to index some pages, Twitter is there instantly. It is real time. If someone opens a “can of coke” and has a bad experience, she might tweet about it whilst waiting for the bus. She turns her “downtime” into “bad reputation for the coke producer”. You want to engage with her and use her next downtime to tweet about the positive response she got from you. Make your client/customers happy! Make them being noticed and feel good. If they do, they will tell their friends about it. And don’t forget, this is REAL TIME. And that makes twitter so powerful. And of course, the more followers you or the person has, the more brand awareness (positive as well as negative) you get! Viral marketing!

Why is Twitter so closely related to search marketing? Firstly, I believe that Twitter is offering instant search. That means people will use Twitter more and more to find most relevant and most up to date information. And, it is reputation management, as people talk about things on Twitter.

Secondly, as a brand, or any brand really, you want to know what your customer says, thinks and would like to see. If someone has an idea of how to improve your chocolate bar, your computer or your software – you want to know. Therefore it becomes more and more important to find those information and turn them into value within your organisation. Dell for instance created a forum for customer support that gained them great ideas which in return relates to millions of pounds in savings for product development.

Taking the two things to mind, you want to be found for what your customers associate you with. If you produce a chocolate bar you don’t want to be found for “chocolate bar” only. If you clients talk about you having “the coolest tasting chocolate bar on the planet”, you want to be found for that keyword and drive that message out through online and digital marketing use. By driving these keywords out there, people will use those keywords and you will be found for them – that is if you optimise for them. Look at Orange’s “I am” campaign.

orange-i-am

Now, I can conclude, that customer service in real time is very important and that Twitter is a very valuable source, amongst blogs, forums and other social media sites, e.g. Facebook, Hi5, and Orkut, for you to engage with your clients. Get your communication right and embrace social media and your clients where they are. Embrace their opinion in real time!

Follow me on Twitter, @ballueder

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Sunday Column (15)

Another week and a rainy weekend, at least most of Saturday and Saturday/Sunday night. Even some thunderstorm. Welcome to Britain.

At the time of me writing this blog entry there is no news from little Colin to come out. Jen had some acupuncture and we are hoping it speeds things up. We will have breaking news on this blog depending on the situation. Also, we will inform you via email and send first pictures. What an exciting but also stressful time!

This week was a busy interview week. With a flying start on Monday and 3 interviews on Thursday/Friday, I am now all interviewed out :-) I hope that one of the interviews I had will lead to a job. Again, I keep you posted on the developments.

We got our Lombok sideboard exchanged. It had a big crack in the top piece and they exchanged it quickly and without asking too many questions. Their customer service is just great. So is their furniture. Nice to see that companies don’t cut down on customer service.

Our friends’ Volker & Tini had their wedding this weekend and we hope they had better weather than us. Shame we could not make it, as we so would have loved to be there. But with the due date being a day before the wedding, this just was not an option. I don’t want to say “see you next time”, but surely see you at the next occasion soon. Enjoy your honeymoon!

I spent Saturday morning visiting our old neighbour and then went to Waitrose. Their 4 for 3 or 8 for 6 offer on wine is very tempting. So I got into the wine buying rush and got a few bottles, then went to Oddbins and stocked up on the great stuff even more. As a result I re-organised my wine cellar (under the stairs) and noticed that I have about 60 bottles laying around, some of which exceed the proud price of £10, some the £20 and a few….never mind. I just really like my good wines and hope I can enjoy them more often again when the wee man is here.

So, a lazy lazy weekend. No CV writing, no interview preparation. Just a waiting game and lots of thoughts on my mind. Even the cats were lazy. I don’t think they moved all day. Pah…..

Then again I was active today. Pictures to follow, but we spent a small fortune on garden plants and dug up the garden once again and planted so many plants. It will look all nice flowery and green soon that I cannot wait to share some pictures!

Also, on Twitter, I finally cracked the 500 followers. That is good going.

Lets pray for some nice weather next week, the arrival of our boy and me finding a job.

Love and Happiness from our wee, greener and more flowery, place,
Volker

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Twitter (once again)

How many followers do you have? Do you follow XYZ?

Twitter is getting more and more popular with the amount of followers getting more and more important. Often I get a lot of people following me because I write keyword rich. Examples are to tweet about the International Search Summit using keywords like “social media” or “SEO” and people start following you. There are tools out there that follow people automatically that write a certain keyword. You then decide whether you follow them back or not. Sometimes these are “random followers” and you are not sure which value they bring to you and you do not follow them back. However, it is polite in the twitter world to actually DO follow them back.

Now, people like Matt Cutts or Anthony Robins, they cannot follow everyone back. Because if they did, they would end up having millions of people they follow. They are like the “star amongst the tweeple;-)

Anyhow, I was writing about Twitter tools before and one that I really like to use on a regular basis is Friend or Follow. This tool shows you who is following you back, who is not and who is following you but you aren’t following them back. It is great to clear up the list of people you follow. An example would be that people follow you and then you follow them back. However, once you follow them back, they stop following you. Then you end up following more people than people following you and…your reputation, and ratio followers/following goes down.

twitter2

There are 2 more tools I want to mention:

1) Huitter – the mutuality tool allows to bulk un-follow everyone who does not follow you back. Drawback is that if you follow people like Matt Cutts or the BBC News or Times Online, you automatically un-follow them. So I don’t like that tool if you use Twitter to stay on top of developments around you.

2) Tweetlater – this tool is useful. It sends an automatic message to everyone that follows you, e.g. “Thanks for following me. Please visit my blog at http://www.volkerballueder.com.“. Also, it allows you to write a message now and tweet about it later, e.g. you can time your tweets up to a few hours. However, with an advanced (paid) version, you can also time delay tweets more. Useful for people who sit in Europe and like to tweet early UK time and then early US time. Also useful for spammers who like to re-tweet their messages over and over again. The latter aren’t very liked and I usually un-follow people that start tweeting the same messages over and over again.

That is my latest twitter update. Thanks folks and please RT this blog entry and follow me on @ballueder.

Cheers,
Volker

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Social Media Summit

Good morning ;-) I am just back from our International Search Summit focusing on Social Media. And, I have to say, it was a great event.

I don’t really have to say that but thought that WebCertain put on a great summit with high calibre speakers. Let me re-cap:

Anne Kennedy from Beyond Ink discussed Facebook once again. She highlighted some key facts and shows that Facebook is a global player for social media. However, do not forget there are some other local networks out there that take on market share and are bigger than Facebook. More about that later. Anne’s research is great and I had ongoing discussions with her afterwards on how to use Facebook with applications and then roll them out worldwide.

Jenny Simpson spoke about Opportunities and Threats for Marketers through Twitter. She had a rather critical view on what Twitter is all about and how it can be used. I remember my first Twitter recap back in January. I understand why people like it, and I add new followers everyday. However, it could just be another hype and, as Jenny pointed out, do not put all your eggs in one basket, do not ONLY rely on Twitter. Surely the advantage is that Twitter offers real time search results and that people recommend things. And, if they are genuine, you get a new engagement with your clients (as a brand) and you are able to turn negative feedback into customer service and positive branding.

The 2nd part of the Summit was about Opportunities for Bebo and AOL. It was a nice presentation to show how to integrate different products. Unfortunately, I didn’t take too much out of it. However, Regina Bustamante of Plaxo spoke about the right localisation and translation, the adoption of local culture to grow an international network. Plaxo is catching up on that and for a small company they have made a huge progress on their internationalisation efforts. I believe we will see more from them in the future. I have been using Plaxo for over 5 years and have to say that I might not see it so much as a social network (definition social network?) but more of “backup tool for my outlook”. However, a very very useful tool.

Peter Crosby fromViadeo spoke about the approach they are taking. As a French company they created local networks in major countries: Germany, France, Spain, Italy, UK, Mexico, India….and they are growing. Connect on a local level is their idea, and I was encouraged to sign up for their network. We shall see, if I do – I will let you know what I think. Any incentives Peter ;-)

Unfortunately I missed the panel debate but what followed in the afternoon was very interesting, particular for bloggers.
Vasco Sommer-Nunes from Mokono, maybe better known for their blog.xy sites, e.g. Blogs in Germany, he pointed out how to monetise blogging. Followed by Sante who spoke about international blogging and later Massimo Burgio who spoke about Social Media Marketing and Blogging.

Highlights, from my point of view were Alex Burmaster’s presentation on the key trends of riding the wave of social networking! Coming from Nielsen he presented data that was just amazing. You can download some reports on their website and I will posts links as I get them. However, one fact stuck out to me and that was that more and more older people, age 60+ are joining Facebook in the US. That means we will have a similar pattern in the UK soon, then across Europe. Brands should start thinking on how to cater for these demographics and start building applications. We already discussed first ideas!

Then there was Tom Smith from Trendstream. His presentation can be found on Slideshare already. He spoke about the International Social Media Trends, warning about neglecting the amount of Chinese people in local networks that by far growing quicker than Facebook. So our Western answers on Facebook might not be able to be applied to the Asian Market. Similar things are true for Russia. So it is not all about Facebook (sorry Anne ;-) ) but for brands a lot about “where to I find my target demographics in which country” – and the Chinese platform seems to make a profit too.

Oscar Carreras spoke about what I would call “Inbound Marketing“. However, his Social Media Optimisation and his knowledge of SEO paired of the understanding on how to utilise social networks as well as using them to engage with your clients was very fascinating. His blog on International SEO picks up on these topics too.

Last but not least was Martin Belam from the Guardian. Whilst there is a hot discussion on how publishers and newspapers can or cannot survive with more and more content being available for free, he pointed out ways on how to use social media to drive traffic to your site. Again, I believe that the overall topic of driving traffic is great but what do we do with the traffic once it is on our site?

The overall summary for me is that we have our networks we use in the Western World, namely Plaxo, Linkedin, Facebook etc. and that we seem to neglect some international networks which we shouldn’t. Also, we see Twitter as a great way of broadcasting news and company information. Again, we drive traffic to our site but the conversion and the monetization of the traffic is still something we need to solve. As so often in the online world: we have the data, but we are not quite sure how to use it.

Stay tuned.

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Twubble

Now, this is an interesting Twitter Tool.

Twubble.

It analyses who you follow and who those people you follow follow. If that makes sense. And, if one or more of those people you follow, follow someone else, they suggest them as someone of interest for you to follow! Wow.

Check it out!
Volker

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