Businessworld recently did a story on – “Online Reputation Killers And How To Handle Them”.
It expressed perspectives from various thought leaders in the social media space.
Rajesh talked about the dramatic increase in the volume of conversations for organisations, and how in order to make sense of this data, one needs to have the ability to see the big picture and trends. Here is what he said:
“While it is easy to respond on a case-to-case basis to customers with complaints, one also needs to understand what they are really saying? What are the themes that tend to dominate these conversations? Are they coming from a specific channel, geography? Who are the people in the conversations? This then leads to action points on what to do. It is complicated. One of the mandates of social media agencies, is to simplify the data for the decision-makers inside the organisation so that they can understand it quickly and with clarity. In a social media agency, you need two kinds of people to handle the data that tools give out. The first are those who understand data and know their statistics, research and trends. The second are those who understand business communication, can figure out what the data means and what can be done with it.”
You can read the complete Businessworld article here.
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