The LugIron Software Blog

I’ve been travelling by plane this summer both with my family and as a lone business traveller. My experiences were different but uneventful both trips. And I mean uneventful in a good way. I’ve had to use the slide to exit a plane onto a tarmac in Dallas and let me tell you, you pick [...]

Technorati Tags: air travel, Facebook, JetBlue, monitoring, social media, Southwest Airlines, travel

Sometimes we stumble upon interesting engagement insights using the LugIron social media measurement tool, and we want to share those with you. This is the first post in a series we’ll run as we continue to code the heck out of our community engagement dashboard. This past week or so, we’ve been collecting data through the [...]

Technorati Tags: brand, engagement, Kodak, measure, metrics, Polaroid, social media

What are community analytics, anyway? Here’s a Slideshare presentation by Alistair Croll and Sean Power – their phrase is Communilytics. They break measures down into Attention – Engagement – Conversion. I appreciated a comment in an interview before the Web 2.0 Expo in San Francisco where Alistair Croll said something like, metrics just for bragging [...]

Technorati Tags: analytics, business goals, communilytics, community, kpi, metrics

Dion Hinchcliffe writes about “Ten emerging Enterprise 2.0 technologies to watch on his Enterprise 2.0 blog. Personally, I was excited to see Community Management Tools topping the list. Enterprise social computing can affect many business functions and can be the “glue” that makes businesses stick together. Collaborating, communicating, developing products or services, marketing those products [...]

Wow, I’m reading Clued In:How to Keep Customers Coming Back Again and Again by Lewis Carbone (Amazon link). It contains timeless stories through decades of customer service. It describes rich experience management as the business of making clues about customers systematic and embeded throughout the values in a company – where decisions are made based [...]

Technorati Tags: brand, community, customer, experience, experience management

Those three words, followers, fans, and friends, have deep and wide meanings in real life, but online sites using those terms for subscribers will not always see all the actions they’d expect. We’re all still people, offline or online, and businesses on Facebook want to know what you’re doing as a fan. Are you just [...]

Technorati Tags: business, community, Facebook, fans, followers, friends, social, social media, Twitter

Relationships are everything in a large company like IBM. I enjoyed reading this Interview with Rawn Shah, Practice lead with the Social Software Adoption team in IBM. My favorite question and answer is the last one: Q: What advice would you have for a beginning community manager? Community management is both a learnable skill and a personality trait. [...]

Technorati Tags: Collaboration, community, internal, networking

Some of us LugIron folks attended this week’s Austin Social Media Breakfast. We heard about PetRelocation.com and their social media strategies from Kevin O’Brien, CEO, and Rachel Farris, director of PR and new media and employee number 2. Their talks inspired me to think about some basic ways that you can build user engagement in communities [...]

Technorati Tags: community, engagement, social business, SocialMedia

Community analytics and social media metrics spur heated debate in many circles. In fact, at SXSW Interactive in 2007, the Social Media Metrics panel had attendees and chatroom users revolting. I was there and hardly knew what to make of the uprising at the time, but in hindsight, I can see how important the information [...]

Technorati Tags: building community, community, community management, measure

Here at LugIron, besides working on these freshly baked updates, we’re working on a book with case studies for successful enterprise communities. It’s a focused study of communities for specific purposes, similar to my book about using the social web for documentation. Our goal is to interview community managers in the enterprise, especially those who [...]

Technorati Tags: community, Facebook, management, metrics, platform, ROI, Twitter, value