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All posts tagged "Brandseye"

  • 3 levels of management crucial to your ORM strategy

    Having to monitor your online reputation proactively is often thought of as the negative side of social media. Online reputation management has become a way of life for many organizations including public officials and various sorts of online related businesses. It’s a fact that bad news can spread at the speed of light online. If you have a negative reputation online, it can affect your sales, brand, customer relationships, employees, and even families. With millions of people going online everyday looking for information for their needs, having an online reputation management process in place that you can monitor proactively is...

  • The sarcasm machine: Measuring sentiment in social media mentions

    At the end of last year, I wrote a few posts on measuring social media, at the time when Google Analytics had recently launched Social Engagement Reporting (SER) in order for site owners to measure the impact of social media mentions in and outside of the website, as well as “real-time” which allowed users to see what was happening on their site at that exact moment. The real glitch, however, was how we expected computers to accurately report on social media metrics like sentiment when there are complex semantic occurrences like sarcasm. Thankfully, we can park the Chinese room analogy I used, by casting...

  • Online reputation management, now with crowdsource sauce

    This is interesting. Take the field of online reputation management, the practice of managing a person’s or company’s brand across the web and social networks, then add a bit of crowd source sauce using ranking techniques better known in chess grandmaster circles… and what do you get? Well, you should get improved accuracy in measuring what people are saying (and thinking) about you or your company online — and you get to pay a whole lot of people to help you do it. This is what the latest iteration of BrandsEye claims to do. BrandsEye is one of many online reputation...

  • Analysing the State of the Nation ‘Undress’

    In 2011, popular radio personality Gareth Cliff utilised Twitter, and particularly the hashtag #JZSOTNDrinks — a drinking game mechanism — to encourage the South African man on the street to become involved in the country’s State of the Nation Address. It was a hit online. This year, he evolved the concept and took it to a new level — #SOTNUndress or State of the Nation Undress. Almost a year ago to the day, we were reporting on South African shock-jock Cliff’s influence on the Twittersphere and his ability to engineer trends by tailoring his messages according to his various broadcast...

  • Malema’s hearing: More than $200 000 worth of negative coverage

    The high-profile disciplinary hearing of ANC Youth League leader Julius Malema has so far reached an astonishing 8 419 565 individuals, “costing” South Africa about US$277 331 in negative publicity. This is the finding of Cape Town-based online Reputation Management Company (ORM), BrandsEye. ORM is the monitoring, engaging and conversion of online brand mentions, it is used to resolve negative brand mentions and maintain a close relationship with consumers/fans/followers. BrandsEye has a tool...

  • 10 Online reputation tools worth exploring

    ORM and social CRM have become social media buzzwords. They’ve started doing the rounds in boardrooms. Given their proliferation, I decided to look at a few free and paid online reputation management tools that are being used by major global brands. BrandsEye Award-winning South African ORM software, BrandsEye currently services about 26 countries. BrandsEye started as a simple ORM tool that has now expanded to include reporting, conversation tracking, automated escalation, reputation scores and data segmentation amongst other in-depth searches. The Brandseye blog also serves as a source of up-to-date local trends, tech updates, articles and insights into the South...

  • The ‘Chinese Room’ and why computers can’t figure out sarcasm

    Econsultancy.com, which recently launched its Twitter for Business Guide, suggests that, contrary to popular belief, most of the sentiment posted about brands on Twitter is positive. This piece of data is also contrary to Brandwatch’s Customer Service Index, which states that out of the 16 000 tweets it studied 48 percent were negative, 16 percent positive and 36 percent were neutral. The survey found that 26 percent of consumers say they have complained about a brand on Twitter compared to over half (58 percent) who have praised a brand on the site. Whilst the two documents definitely differ in terms...

  • Is Cell C winning the reputation game?

    A friend remarked with surprise while watching the Chilean Mine rescue that the people-carrier transporting the miners to the surface didn’t appear to have a Cell C ad on it. I imagine that after spending R160-million in six months, finding new places to advertise must be increasingly difficult. Cell C has embarked on a massive re-branding strategy, which began with an “embedded” YouTube video of comedian Trevor Noah criticising the company, amongst others. It was later revealed that Noah had been hired to be the spokesman and “Customer Experience Officer” for Cell C, a practise which I called “astroturfing” in...

  • 4 reasons why Cell C’s full-page apology was a masterstroke

    On the 28th of July, comedian Trevor Noah posted a skit that poked fun at South African cellphone companies on YouTube.  In spite of relatively few views, Cell C took the opportunity to run a full page letter of apology in the Sunday Times of August 1, 2010. I believe that doing so was a masterstroke and I applaud Cell C for its response. This is why: 1. Responding shows you are listening and...