Index
A
Abbott, Susan
accuracy of social media
actions, metrics for
activities
feeds
streams
ad avoidance
passive
roots of
ad pods
Adams, Roger
Adbusters Media Foundation
add-ons, browser
AdGabber network
Advergaming
advertising
corporate blogs. See corporate blogs
interruptive
microblogs
opportunities
photo and video sharing
podcasts
Prodigy
skipping
social media campaigns. See social media campaigns
social media marketing plans
television
time-shifted
Advertising Age
Home Depot article
time-shifted commercials
airlines
customer satisfaction
marketing
touchpoints
Alamo Drafthouse
“All I want for Christmas is a PSP” fake blog campaign
Alterian SM2 platform
blog content monitoring
conversation metrics
influence metrics
in social media plans
Always Be Testing (Eisenberg)
Amazon firm
ratings and reviews
word of mouth
America Online (AOL)
Lifestream service
membership peak
word of mouth
American Express OPEN Forum
Anderson, Chris
Andreessen, Marc
angry customers
antispam lawsuits
antispam tools
AOL (America Online)
Lifestream service
membership peak
word of mouth
Apple iPod
Applebee’s restaurants
applying
influence
recommendations
appointment TV vs. engagement TV
Area 51 military base
arms race in reputation
audience
business objectives
metrics
Cymfony
defining,
market position, ,
understanding, , ,
review
social networks
“Audience Satisfaction among TiVo and ReplayTV Users” (Ferguson and Perse)
audio podcasts
overview
social media campaigns
automobile dealer profits
avoidance, ad
awareness
creating
purchase funnel
social feedback cycle
B
“Backdrop Project”
backlash
early social networks
measured and formalized
online word of mouth
pushback
rebates
social webs
bad reviews
Badoo network
Baer, Jay
“Banner Blindness” study
Barnes & Noble firm
“Basics of Interior Paint” video
Bazaarvoice firm
blog
ratings and reviews
study on negative reviews
Word of Mouth Marketing Association
BBC World Service site
“Beach Walks with Rox”
Belkin firm
benefits in social media plans
Benioff, Marc
Berners-Lee, Tim
Bernoff, Josh
“best purchased with” in ads
Beta-7 campaign
bike lock videos
Bin Hog campaign
Binhammer, Richard
Bit Literacy (Hurst)
Blackshaw, Pete
backlash
Honda purchase
touchpoints
Twitter feed
Blair Witch Project
blogosphere
BlogPulse tools
benefits
blog content
conversations
social content
social feedback cycle
social media plans
trends
blogs
comment metrics
corporate. See corporate blogs
derelict blog syndrome
as direct outreach tool
as information sources
microblogs
investigating,
social media campaigns,
working with, ,
one-hour exercise
paid
product and brand mentions
social media campaigns
Wikipedia entry
Blu firm
Blu-ray/HD DVD battle
BMW Facebook campaign
Boingo firm
bounce rate
brand detractors
brand health metrics
branded social networking platforms
Branding for Dummies (Chiaravalle and Schnenck)
Bratton, Susan
broadband users
“Broadcasting Ourselves, The Official YouTube Blog”
Brooklyn Museum of Art
Buddy Media firm
business objectives in social media plans
business social networks
BuzzMachine blog
BuzzMetrics firm
BuzzStream tool
BzzAgent firm
C
C. N. Enterprises
Cabela’s website
Cadillac firm
Caines, Dwight
calendars
call scripts
cameras
CAN-SPAM Act
Cancelbot tool
Cancer InfoLink
Canter, Laurence
captive audiences
Carlyle, Kathy
Carnival Cruise Lines firm
censorship
central challenge of social media
CERN (Conseil Européen pour la Recherche Nucléaire)
channels
online
social media campaigns
social media plans
touchpoint data organized by
charitable contributions
Chatter tool
Chevy Volt vehicle
Chili’s firm
Chrome browser
Church of the Customer blog
cigarette electric substitutes
Cimarron vehicle
Cisco
best-of-class communities
Human Network campaign
Support Community
Citysearch site
Civic Hybrid
Clockwork Orange film
clouds for tags
Coast BMX Full Grind game
coffee-table book campaign
coffeehouses
collaborative process in social media
collective reputation
combining touchpoints and feedback
Comcast firm
comments metrics for blogs
commercials. See advertising
Communispace firm
communities
best-of-class
customer
exploring
social platforms
competitive intelligence
CompuServe online service
communities
word of mouth
Condé Nast firm
connections
metrics
planning
social interactions
connectors metrics
Conseil Européen pour la Recherche Nucléaire (CERN)
consensus building
consideration in purchase funnel
consumer-generated media
content. See social content
content pass-alongs
contests
Context Optional firm
contributions
control, impact of
conversations
BlogPulse tool
defined
marketplace
metrics
quantifying
social feedback cycle
touchpoints
trusted
conversions
metrics
touchpoint maps
corporate blogs
examples
listening
operations and marketing
transparency
Wikipedia entry
willingness to act
Cosenza, Vincenzo
Couzin, Gradiva
Craftsman tools
credibility
CRM (customer relationship management)
Crushpath blog
CSAT survey
Customer Experience Crossroads blog
customer life cycle, touchpoint data organized by
Customer Lifetime Value - The Path to Profitability (Kumar)
customer relationship management (CRM)
customer view in social feedback cycle
customers
angry
communities
evangelists. See evangelists
issues
problem
satisfaction surveys
as source of innovation
touchpoint data organized by
Cymfony platform
audience metrics
blog content monitoring
Blu-ray/HD DVD battle
conversations
early metrics
in social media plans
D
Dachis Group Social Software Wiki
Daily Commute site
“Damn, I Wish I’d Thought of That!” blog
dashboards
blog content monitoring
social media metrics
data, touchpoint
analyzing
evaluating and ranking
gathering
organizing
Dear, Brian
degree of influence
DeLarge, Alex (character)
Delicious tool
Dell, Michael
Dell firm
customer service
IdeaStorm
ratings, reviews, and recommendations
“Social Media for Small Business”
support forum
Demand it! service
derelict blog syndrome
detractors
Dial Corporation
Digg site
recommendations
tagging service
traffic from
voting process
and Economist
digital cameras
direct outreach tools
disclosure
corporate blogs
importance
microblogs
social web
disconnects, planning
Discount Tire firm
discussion forums
DIY Dashboard
DIY projects
Do Not Call Implementation Act
Do Not Call Improvement Act
Do Not Call Registry
dollars per point
Dotglu firm
double opt-in email
DoubleClick firm
Drupal firm
DuMont Television Network
DVRs (video recorders)
control from
usage
E
early online word of mouth
early social networks
EarthLink ISP
Economist
Eisenberg, Bryan
electric cigarette substitutes
electronic interdependence
Ellett, Dave
managing
unsolicited. See spam
eMarketer newsletter
embedded marketing applications
enclosures, RSS
Encyclopedia Britannica, errors in
engagement
genuine
metrics
microblogs and tagging
multimedia
participation as
RSS
social networks
written word
Engagement Console
engagement TV vs. appointment TV
evaluating touchpoint data
evangelists
empowering
encouraging
product portrayal
profits from
word of mouth
Evans, Dave
Eventful service
benefits
listings
working with
events
Evernote service
examples in social media plans
expectations
expectation-versus-realization letdown
ratings for
exposure vs. influence
F
BMW campaign
business networks
embedded marketing applications
marketing on
movies
visiting
Facebook Graffiti Wall
Facebook Marketing: An Hour a Day (Treadaway and Smith)
Facebook Marketing Bible
fake blog campaigns
fake reviews
false identities
Family Days
Fast & Furious page
Fast Five contest
faucet video
feedback. See social feedback cycle
feedback loops
FeedBurner service
Ferguson, D. A.
FICO Forums
Fields, Bill
Fiesta contest
filtering ads
finding social content
Fiskars Brands
Flickr site
focus area in support
Force Ideas platform
Foreman, Richard
Forrester Research
ad study
baseline data and trends from
customer behaviors
demographic consumer behaviors
Social Technographics tool
verification report
forums
Foursquare service
free shipping
free t-shirt campaign
Freeline Skates video
French press
Friend2Friend platform
FriendFeed tool
aggregation with
working with
Fun Wall application
function, touchpoint data organized by
G
Gallucci, Giovanni
Garrett, Sean
Gauravonomics blog
General Motors firm
genuine engagement
GeoCities community
Geritol ads
Gigli film
Gilliatt, Nathan
Gilmore, John
GlaxoSmithKline Consumer Healthcare
Glazier, John
GLK-Class vehicle
Global Network Navigator
“Global Village” term
Gnip tool
GoBigAlways blog
Golab, Steve
best-of-class communities
brand values
social feedback cycle
in social media plans
Google Alerts
blog content monitoring
competitive intelligence
Google Blog Search tool
Google+ community
Google Reader tool
Gowalla service
Grand Tour deep space program
Grappone, Jennifer
grassroots social marketing
Green Card spam
Grooveshark music service
Groundswell (Li and Bernoff)
Groupon
growth metrics
GSD&M Idea City
BMW Facebook campaign
Coast BMX Full Grind game
coffee-table book program
guarantees
guideposts, social media as
H
Hallmark/Communispace team
Hallmark Idea Exchange
Harley-Davidson firm
heat maps
heuristics
Hewlett-Packard firm
blogger compensation by
ratings, reviews, and recommendations
hi5 social network
hobo language
Hoffman, Mat
Home Depot firm
$25K Remodeling Contest
“Backdrop”
“Basics of Interior Paint”
CMO losses
“How to Replace a Bath Faucet”
kids workshops
ratings, reviews, and recommendations
reputation
touchpoints
Honda hybrid
Horrigan, John B.
hotel exercise
HotWired
“How to Replace a Bath Faucet” video
Huba, Jackie
Hucksters, The film
Human Network campaign
Hurst, Mark
Hurt, Brett
hybrid cars
hypermnesia
I
I Antique Online discussion forums
IBM Syndicated Podcast Feeds
IBM wikis
IdeaStorm
Identi.ca
identifying touchpoints
Imaginary Friend service
impact
of control
metrics
impropriety from false identities
inbound communications at Nestlé
Indium firm
blog
site
influence
applying
degree of
vs. exposure
gaining
metrics
brand health
conversations, , ,
impact
from influence to ROI, , ,
summary,
ratings. See ratings
recommendations. See recommendations
reviews. See reviews
social web
from trust
Influence 3.0 blog
insights in social feedback cycle
instructional content
integration challenge in social feedback cycle
Intelliseek firm
interactions. See social interactions
interdependence, electronic
Internet Explorer browser
interruptive advertising
iPod
J
Jaiku
Jarvis, Jeff
Jenkins, Henry
Jig-A-Loo spray
Jigsaw tools
Jive Software tools
“Joe & Joe Backdrop Project”
Jupiter Research study
K
Kabani, Shama Hyder
Kaushik, Avinash
Kawasaki, Guy
KDPaine and Partners firm
Kelleher, Herb
Kelvin, William
key employees, social networks for
key performance indicators (KPIs)
Khan Academy
Kids Workshops by Home Depot
KIT Social Platform
KPIs (key performance indicators)
Krongrad, Arnon
Kryptonite bike lock videos
Kumar, V.
L
language in social media plans
laparoscopic radical prostatectomy
Lasn, Kalle
Last.fm music service
Law of the Pack
Lawrence, Sam
Lewis, Wyndham
Li, Charlene
Lieb, Rebecca
life cycle, touchpoint data organized by
Lifestream service
LinkedIn community
listening
channels
corporate blogs
social platforms
social web
Lithium platform
Littleton, Tamara
Location-Based Marketing for Dummies (Strout and Schneider)
location-based media
locks, bike
long tail
loyalty
metrics
reputation as
Lucy’s Retired Surfers Bar & Restaurant
M
MacMasters, Tom
Madden NFL 2004 release
maps
heat
touchpoint
and conversations
description,
in social media plans,
Marchese, Joe
market position metrics
marketing
competition in
corporate blogs
social interactions
social media
social media marketing plans
on social networks
viral
marketplace conversations
Mashable blog
Masterpiece Theater
Mat Hoffman’s Pro BMX game
McClure, Tim
McConnell, Ben
McKee, Jake
McLuhan, Marshall
measurement. See metrics
Mechanical Turk Shilling Incident
“Mechanical Turks” program
Media Metrix tools
meetups
member participation in support communities
Mercedes-Benz Tweet Race
Mercedes firm
Meredith Corporation
message boards
message overload
Metacafe site
Metcalfe, Robert
Metcalfe’s Law
methods in social media plans
metrics
actions
audience
Cymfony
defining,
market position, ,
understanding, , ,
basis for
choosing
content
conversions
engagement
evolving
impact
influence
brand health
conversations, , ,
impact
from influence to ROI, , ,
summary,
key performance indicators
loyalty
Nielsen social metrics
objectives
planning for
real-world connections
relevance
social feedback cycle
social media
in social media plans
touchpoint data
Michelin firm
microblogs
investigating
social media campaigns
working with
MikonMixers meetups
Milyoni application
Mobil firm
mobile media
Modem Media firm
Montague, Ty
Morrissey, Brian
movies on Facebook
MS&L Marketing Management Survey
multimedia
multitasking
music
My Starbucks Idea platform
Myers, Jack
N
Nail, Jim
Napster
Naslund, Amber
National Center for Supercomputing Applications (NCSA)
National Science Foundation (NSF)
National Science Foundation Network (NSFNET) program
Nature study
NCSA (National Center for Supercomputing Applications)
negative ads
negative reviews
Nestlé firm
Net Promoter Score
benefits
calculating
description
detractors
metrics
pros and cons
ratings and reviews
recommendations
social media campaigns
in social media plans
NetBase firm
blog indexing by
conversation metrics
Netscape browser
network value
networks, social
building
power of the collective
new car expectations
New Media Strategies firm
news stories, ads in return for
niche content
Nielsen, Jakob
Nielsen firm
ad study
blog indexing by
BlogPulse tools. See BlogPulse tools
conversations
DVR usage
social metrics
TV watching study
Nike firm brand values
Nike Plus shoes
Ning social platform
NOW Revolution (Baer and Naslund)
Nowak, Craig
NSF (National Science Foundation)
NSFNET (National Science Foundation Network) program
O
objectives
metrics
social feedback cycle
social media campaigns
social media plans
observations in touchpoint analysis
observed variance from expectations
O’Connor, Kevin
offers, metrics for
offline channels
Old Spice brand
on-time flights
“One Engineer to Another” blog
online reviews. See reviews
online social reputation
online word of mouth
Onward (Schultz)
operations, corporate blogs for
opportunities in social media plans
opt-in email
Orbitz firm
orkut community
outreach
channels
social web
overload, message
Owyang, Jeremiah
P
paid blogging
paid reviews
Panamera S Hybrid car
Parker, Tracy LaQuey
participation
blogs and wikis
as engagement
Eventful
fostering
issues
social platforms
in social web
pass-alongs
Passenger firm
passive ad avoidance
performance
key performance indicators
ratings for
and social networks
performance rights
permanent communications
Perse, E. M.
Personal Life Media/Dishy Mix site
Personal Life Media podcasts
personal social networks
Petco firm
Petry, Jeff
Photobucket site
photos
as direct outreach tool
permission for
sharing
Picasa site
Ping.fm service
planes towing banners
plans, social media. See social media plans
platforms. See social platforms
plotting touchpoints
Pluck platform
Plurk tool
podcasts
overview
social media campaigns
Podtrac firm
point of sale
social feedback cycle
social media campaigns
pop-up blockers
pop-ups
“Popular Pop-Ups” (Morrissey)
popularity of social content
Porsche firm
Posterous platform
power of the collective
PowerPoint presentations
Powers, Hilary
presentations
President’s Choice firm
problem customers
Prodigy online service
product catalogs
profanity
profile tool
profits
and influence
metrics
sustainable
Progress Coffee firm
Project HaHa!
project proposals
promises
in social media plans
touchpoint analysis
proposals, project
Prostate Net
purchase funnel
impact metrics
social feedback cycle
social media
purchase-validation tool, social feedback cycle as
push-and-tell-oriented media
pushback against ads
Q
Quantcast tool
quantifying
conversations
social feedback cycle
touchpoints
quantitative basis of social feedback cycle
Qzone community
R
Radian6 firm
blog content monitoring
blog indexing
conversation metrics
influence metrics
in social media plans
Ramsey, Geoff
Rand, Paul
randomization process
ranking touchpoint data
ratings
adding
defined
influence
overview
social media campaigns
Ratings & Reviews platform
reach and frequency indicator
Real Housewives programming
real-world connections metrics
Really Simple Syndication (RSS)
rebates
recommendations
adding
applying
defined
social content
social media campaigns
recordings in touchpoint analysis
Reed, David P.
Reed’s Law
Reichheld, Fred
relationships
developing
XFN for
relevance metrics
Renren community
repeat customers
ReplayTV
report cards
reputation
arms race
collective
importance
as loyalty
online
Reputation.com
Research Randomizer site
Resident Evil: Extinction film
return on investment (ROI)
assessing
influence
reviews
adding
defined
fake
influence
negative
overview
social feedback cycle
social media campaigns
Reynoso, Mark
rights, performance
risk in social media plans
Rodale firm
ROI (return on investment)
assessing
influence
RSS (Really Simple Syndication)
Ruskin, Gary
RV parking
S
safe user-generated content
sales pipeline
Salesforce.com firm
sample call scripts
San Antonio Visitor’s Bureau
Sarnoff, David
Sarnoff’s Law
satisfaction surveys
Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 (Blackshaw)
Schneider, Mike
Schultz, Howard
Scoble, Robert
on Digg
metrics
Scobleizer blog
starfish model
Scobleizer blog
Sea World
Seagate support community
Search Engine Optimization: An Hour a Day (Grappone and Couzin)
Sega firm
Sernovitz, Andy
shared activity, social media as
sharing
photo and video
social media campaigns
Shell Safety Podcast
Short, Rick
Siegel, Martha
Simons, Virgil
skipping commercials
Slate’s Podcasting Guide
Slide and RockYou firm
SM2 platform
blog content monitoring
conversation metrics
influence metrics
in social media plans
Smart Content site
SmartGirl Internette site
Smith, Mari
smoking, electric cigarette substitutes
Social Business software
social calendars
social content
advertising. See advertising
channels
consensus building
finding
marketplace conversations
metrics
overview
popularity
ratings. See ratings
recommendations. See recommendations
reviews. See reviews
social media
white-label social networks
social feedback cycle
awareness phase
combining feedback with touchpoints
consideration and purchase funnel
consumer-generated media
creating
define campaign objectives
influence and measurement
insights
overview
point of sale
putting together
quantifying
social media in marketing
in social media plans
social information
Social Intelligence Corporation
social interactions
activity feeds
channels
connections
events and calendars
managing
in marketing
mobile and location-based media
overview
social information and marketing
status notices and activity streams
social media
accuracy
central challenge
defined
elements
engaging with. See engagement
as guidepost
influence
marketing
marketing plans
overview
social media campaigns
blogs
channels
combining touchpoints and feedback
discussion forums
vs. interruptive advertising
metrics
microblogs
objectives
online reviews
plans
point of sale and beyond
purchase funnel
reviews, ratings, and recommendations
sharing
social feedback cycle
summary
video and audio podcasts
“Social Media for Small Business” page
Social Media Marketing: The Next Generation of Business Engagement (Bratton and Evans)
social media plans
business objectives
channel selection
creating
defining opportunities and choosing methods
metrics in
writing and presenting
Social Media Today blog
social networks
building
power of the collective
social platforms
building social networks
channels
customer communities
overview
participation
social application
social media
working with
Social Technographics tool
social web
blooming
influence
touchpoint analysis
Socialcast tool
Socialtext tool
Socialthing service
SocialVibe application
Sony/Columbia Tristar
Sony Ericsson
Sony in Blu-ray/HD DVD battle
source of innovation, customers as
Southwest Airlines firm
customer satisfaction
marketing
touchpoints
spam
counting
microblogs
origins
on Twitter
spammers
Spiritz & More Lifestyle Community
Starbucks firm
My Starbucks Idea platform
performance
support forum
as “third place”
starfish model
status notices
StepChange firm
Storer, Jim
strategies list
Strout, Aaron
StumbleUpon service
success in social feedback cycle
Superbad film
support platforms
surveys
satisfaction
Seagate
Sysomos platform
T
T68i product
tagging
Tangent Design firm
Technorati tool
TED Blog
TED Talks podcast
telemarketing industry
Telephone Consumer Protection Act
television ads
testimonials, reviews from
testing touchpoints
Texas Star Theater program
third-party providers
“third place”
Thomas-Kim, Beth
Thomases, Hollis
thought leadership
Tide product
time-shifted commercials
time to market
Times Square
tire manufacturers
TiVo digital video recorders
Tjin, Neil
TNS firm
To Go customers
touchpoints
analysis
influence and measurement,
social web, , ,
combining feedback with
data
analyzing,
evaluating and ranking, ,
gathering, ,
organizing, ,
Groupon
identifying
maps
and conversations
description,
in social media plans,
planning next steps
plotting
quantifying
Toyota Prius
transparency
corporate blogs
fake blog campaigns
social platforms
social web
word of mouth
Treadaway, Chris
trend charts in BlogPulse
Tripod community
True Blood program
trust
influence from
word of mouth
trusted conversations
Tufte, Edward
Tumblr platform
$25K Remodeling Contest
Twitaholic site
activity feeds for
airlines
applications
for engagement
experiencing
posts per day
social feedback cycle
Twitter Marketing: An Hour a Day (Thomases)
U
Ultimate Question (Reichheld)
Understanding Media (McLuhan)
Uninvited Guest credo
unique visitors metrics
United Airlines firm
UnitedHealth firm
Universal Pictures firm
Fast Five
Friend2Friend platform
Universal Technical Institute (UTI) videos
unredeemed rebates
unsolicited email. See spam
USA Today
user-generated content
V
validating touchpoints
validation impact of social media
value, network
Vaynerchuk, Gary
Vespaway blog campaign
video, YouTube
content
promoted videos
social feedback cycle
video podcasts
overview
social media campaigns
video recorders (DVRs)
control from
usage
video sharing
as direct outreach tool
investigating
viral marketing
visibility of touchpoints
visible back channels
Visible Technologies tools
Visitor’s Bureau
visitors metrics
Volt vehicle
voting process in popularity
Voyager deep space program
W
Wakesites site
Wal-Mart
fake blog campaign
ratings, reviews, and recommendations
“Wal-Marting across America” campaign
walled garden communities
Walters, Larry
Walton, Sam
warchalking signs
Waterbury, Todd
Wayback Machine
Weaver, Pat
Web Analytics: An Hour a Day (Kaushik)
Web Analytics 2.0 (Kaushik)
white-label social platforms
Whole Foods Markets
Wi-Fi warchalking signs
Wikipedia wiki
errors in
social media entry
wikis
willingness to act in corporate blogs
“Wine Library TV” show
Winer, Dave
word of mouth marketing
Word of Mouth Marketing Association
workshops by Home Depot
World Map of Social Networks
World Wide Web connected parts
written word for engagement
X
X10 firm
XHTML Friend’s Network (XFN)
Y
Yammer tool
Yankelovich consumer behavior study
Yelp service
Ynema Mangum agent
YouTube site
content
promoted videos
social feedback cycle
Z
Zappos firm
ZenithOptimedia study
Zweig, C. Dianne