David Meerman Scott's new book is out, Real-Time Marketing & PR – How to instantly engage your market, connect with customers, and create products that grow your business now.
I've been gearing a client up for real-time marketing and PR recently. I'm in the midst of helping them prepare for the launch of a gorgeous new app for iPhone, iPod Touch and Android in November. (Ping me if you're interested in social news readers and I'll make sure you get your hands on it as soon as.) And part of that preparation has focused on the active listening capabilities and the workflow management needed to keep on top of the conversation and in the conversation. Thanks to the team at Nielsen Buzzmetrics, we have prepared all the search terms and we've made use of existing infrastructure to make sure the team understands who needs to respond and by when, as efficiently as possible without headache!
GetSatisfaction is procured and configured to tempt the world to hang out in 'our place' to discuss things, but no organisation can insist the conversation takes place in one or two places of course... it's our responsibility to be listening and helping and sharing and working together with customers in defining the future roadmap wherever they want to do so. Facebook. Twitter. Blogs. Forums. Email.
I've only just got my copy of David's book but will be sure to post a book review as soon as I can (the manuscript for my book is due early November so I'm just slightly chocker!) But I can vouch for a cracking few pages in David's book on Social Web Analytics... 'cos he quotes me :-)
Here's a video of David presenting about real-time PR, and you can get the first chapter of his book here for free!