Welcome!

Artificial Intelligence Authors: Pat Romanski, Liz McMillan, Elizabeth White, Yeshim Deniz, William Schmarzo

Blog Feed Post

Social media companies need to practice what they preach

Sometimes, it is those of us in the tech industry who are our own worse examples of actually using the technologies that we have created. Take the example of tools that variously go under the headings of sentiment analysis, social CRM, engagement measurement, social media management, enterprise listening platforms or social media marketing. These things help you figure out when you should Tweet or post, who is most influential among your social networks, and what conversations you should pay attention to. They offer pretty dashboards and real-time data feeds so you can control the social conversations around your brand.

I am starting a project for Network World reviewing these tools. So far, I have found nearly 100 of them, but I can only review 8. But that isn’t the problem. My issue is that I would expect that these vendors would be sterling examples of how to engage their own audiences. Not true, no way, sorry to say.

Example #1. By now, it should be obvious that a software vendor should make it easier for their potential customers if they actually want to purchase their product. So how about putting a phone number on the home page, just in case someone wants to call? Less than half of the vendors do this, or make it so hard to find their contact information. Almost all of them use Web forms that you have to fill out, which is less than satisfying because you have no recourse if you don’t get any follow up. One vendor takes you to a form on their Facebook page, which is interesting but not very helpful.

Example #2. The same should be true for displaying a press contact. Again, less than half of the vendors have this information, or make it so hard to find. Others, such as Google, ignored my emails entirely. Written on one vendor’s press page, I had to laugh: “Hi! We love you, you dashing citizen of the fourth estate. Even though we don’t know you personally yet, I can tell we’re going to get on famously. Can I get you a drink?” Now we are talking! While you don’t have to buy me a beer, it would be nice if the press contact was in plain sight.

Example #3. How easy is it to find these vendors on Twitter? You would think that placing a little bird icon at the top of their home page linking you to their Twitter accounts would be easy. And indeed, most of them (but not all) do include this information somewhere on their sites. One vendor had a broken link that didn’t take them to their Twitter account but someplace else entirely.

But let’s go beyond actually having a link to the ID, and see how engaged they are with their accounts. It is a spotty record, to be sure.

Some vendors have thousands of Tweets and followers, which is what you would expect from people in this space. Hootsuite is the Justin Bieber of social media tracking tools with more than four million followers, and dozens of daily tweets. (He is at 31 million, BTW.) The major vendors in this space, including Google, Salesforce, Oracle and Adobe, also have big followings and lots of tweets.

But when you get beyond the big guns and look around, it is disappointing. Very few of these vendors actually use their own products to track engagement and mentions. I started posting tweets with the vendor Twitter IDs (once I found them), asking them to get in touch with me. A very small number of vendors responded at all. An even smaller number started following me or sent me messages saying they wanted to help my project. How do these vendors expect anyone to use their products if they don’t track their own brands? Hmm.

Many of these are software efforts from marketing companies, or ad agencies, or others who should know better. Or so I thought.

Example #4: Pricing. I have written before about those vendors that don’t want to put pricing information online, but the social media tools that I am looking at really try to obfuscate their pricing. Perhaps because every deal is a custom negotiation, perhaps because they just don’t want you, the customer, to know. In this particular and chaotic market, prices vary all over the place. Some tools are designed for single users while others are geared for large teams. Some have freemium models, others have one-time fees like traditional packaged software.

socialvolt pricing pageThere was one site that had an explicit “Pricing” tab at the top of their home page: I thought, at last! When I clicked on it, I came to a page that had all sorts of details about the various plans they offered, but no dollar signs anywhere to be found (See above).

Gremln is an exception: they actually put their prices right at the bottom of their home page. Kudos to them. (No phone number, though.)

As I said, I am just starting out on this project for Network World. If you have any experience with these products, send me a tweet or an email. And if you want to see my collection of vendors, I have put together a list here.


Read the original blog entry...

More Stories By David Strom

David Strom is an international authority on network and Internet technologies. He has written extensively on the topic for 20 years for a wide variety of print publications and websites, such as The New York Times, TechTarget.com, PC Week/eWeek, Internet.com, Network World, Infoworld, Computerworld, Small Business Computing, Communications Week, Windows Sources, c|net and news.com, Web Review, Tom's Hardware, EETimes, and many others.

@ThingsExpo Stories
SYS-CON Events announced today that Daiya Industry will exhibit at the Japanese Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Ruby Development Inc. builds new services in short period of time and provides a continuous support of those services based on Ruby on Rails. For more information, please visit https://github.com/RubyDevInc.
As businesses evolve, they need technology that is simple to help them succeed today and flexible enough to help them build for tomorrow. Chrome is fit for the workplace of the future — providing a secure, consistent user experience across a range of devices that can be used anywhere. In her session at 21st Cloud Expo, Vidya Nagarajan, a Senior Product Manager at Google, will take a look at various options as to how ChromeOS can be leveraged to interact with people on the devices, and formats th...
SYS-CON Events announced today that Yuasa System will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Yuasa System is introducing a multi-purpose endurance testing system for flexible displays, OLED devices, flexible substrates, flat cables, and films in smartphones, wearables, automobiles, and healthcare.
SYS-CON Events announced today that Taica will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Taica manufacturers Alpha-GEL brand silicone components and materials, which maintain outstanding performance over a wide temperature range -40C to +200C. For more information, visit http://www.taica.co.jp/english/.
As hybrid cloud becomes the de-facto standard mode of operation for most enterprises, new challenges arise on how to efficiently and economically share data across environments. In his session at 21st Cloud Expo, Dr. Allon Cohen, VP of Product at Elastifile, will explore new techniques and best practices that help enterprise IT benefit from the advantages of hybrid cloud environments by enabling data availability for both legacy enterprise and cloud-native mission critical applications. By rev...
Organizations do not need a Big Data strategy; they need a business strategy that incorporates Big Data. Most organizations lack a road map for using Big Data to optimize key business processes, deliver a differentiated customer experience, or uncover new business opportunities. They do not understand what’s possible with respect to integrating Big Data into the business model.
Recently, REAN Cloud built a digital concierge for a North Carolina hospital that had observed that most patient call button questions were repetitive. In addition, the paper-based process used to measure patient health metrics was laborious, not in real-time and sometimes error-prone. In their session at 21st Cloud Expo, Sean Finnerty, Executive Director, Practice Lead, Health Care & Life Science at REAN Cloud, and Dr. S.P.T. Krishnan, Principal Architect at REAN Cloud, will discuss how they b...
Enterprises have taken advantage of IoT to achieve important revenue and cost advantages. What is less apparent is how incumbent enterprises operating at scale have, following success with IoT, built analytic, operations management and software development capabilities – ranging from autonomous vehicles to manageable robotics installations. They have embraced these capabilities as if they were Silicon Valley startups. As a result, many firms employ new business models that place enormous impor...
SYS-CON Events announced today that Dasher Technologies will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Dasher Technologies, Inc. ® is a premier IT solution provider that delivers expert technical resources along with trusted account executives to architect and deliver complete IT solutions and services to help our clients execute their goals, plans and objectives. Since 1999, we'v...
SYS-CON Events announced today that MIRAI Inc. will exhibit at the Japan External Trade Organization (JETRO) Pavilion at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. MIRAI Inc. are IT consultants from the public sector whose mission is to solve social issues by technology and innovation and to create a meaningful future for people.
SYS-CON Events announced today that TidalScale, a leading provider of systems and services, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. TidalScale has been involved in shaping the computing landscape. They've designed, developed and deployed some of the most important and successful systems and services in the history of the computing industry - internet, Ethernet, operating s...
SYS-CON Events announced today that TidalScale will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. TidalScale is the leading provider of Software-Defined Servers that bring flexibility to modern data centers by right-sizing servers on the fly to fit any data set or workload. TidalScale’s award-winning inverse hypervisor technology combines multiple commodity servers (including their ass...
Amazon is pursuing new markets and disrupting industries at an incredible pace. Almost every industry seems to be in its crosshairs. Companies and industries that once thought they were safe are now worried about being “Amazoned.”. The new watch word should be “Be afraid. Be very afraid.” In his session 21st Cloud Expo, Chris Kocher, a co-founder of Grey Heron, will address questions such as: What new areas is Amazon disrupting? How are they doing this? Where are they likely to go? What are th...
SYS-CON Events announced today that IBM has been named “Diamond Sponsor” of SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California.
Infoblox delivers Actionable Network Intelligence to enterprise, government, and service provider customers around the world. They are the industry leader in DNS, DHCP, and IP address management, the category known as DDI. We empower thousands of organizations to control and secure their networks from the core-enabling them to increase efficiency and visibility, improve customer service, and meet compliance requirements.
Join IBM November 1 at 21st Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA, and learn how IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Cognitive analysis impacts today’s systems with unparalleled ability that were previously available only to manned, back-end operations. Thanks to cloud processing, IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Imagine a robot vacuum that becomes your personal assistant tha...
SYS-CON Events announced today that IBM has been named “Diamond Sponsor” of SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California.
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, will lead you through the exciting evolution of the cloud. He'll look at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering ...
SYS-CON Events announced today that N3N will exhibit at SYS-CON's @ThingsExpo, which will take place on Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. N3N’s solutions increase the effectiveness of operations and control centers, increase the value of IoT investments, and facilitate real-time operational decision making. N3N enables operations teams with a four dimensional digital “big board” that consolidates real-time live video feeds alongside IoT sensor data a...
In a recent survey, Sumo Logic surveyed 1,500 customers who employ cloud services such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). According to the survey, a quarter of the respondents have already deployed Docker containers and nearly as many (23 percent) are employing the AWS Lambda serverless computing framework. It’s clear: serverless is here to stay. The adoption does come with some needed changes, within both application development and operations. Tha...