References

Kozinets, Robert V. (2010). Netnography: Doing Ethnographic Research Online, London: Sage Publications, Inc.

Matson, John. (2008, November 17). “‘Motrin Moms,’ a-Twitter over Ad, Take on Big Pharma—And Win,” ScientificAmerican.com news blog, www.scientificamerican.com/blog/post.cfm?id=motrin-moms-a-twitter-over-ad-take-2008-11-17 (accessed September 27, 2010).

O'Brien, Tom, and David Rabjohns. (2010). “Social Media Monitoring Is Not Research,” essay prepared for the Advertising Research Foundation.

Pettit, Annie. (2010). “From Bit and Bytes to Brilliant Breakthroughs,” essay prepared for the Advertising Research Foundation.

Verhaege, Annelies, Niels Schillewaert, and Emilie van den Berge. (2009). “Getting Answers without Asking Questions, www.insites.eu/02/documents/whitepapers/04_Getting_answers_without_asking_questions.pdf (accessed December 19, 2010).

Austin, Manila, and Julie Wittes Schlack. (2010). “21st Century Market Research,” www.communispace.com/uploadedFiles/ResearchInsights/Research_Patterns/MacroTrends_21CenturyMarketResearch.pdf (accessed October 31, 2010).

Grimes, Seth. (2009, December 9). “For Text Data Quality, Focus on Sources,” BeyeNetwork, www.b-eye-network.com/view/12244 (accessed October 30, 2010).

Kanter, Beth. (2009, June 11). “Are You a Listening Organization?,” Beth's blog, http://beth.typepad.com/beths_blog/2009/06/are-you-a-listening-organization-.html (accessed November 1, 2010).

Keller Fay Group. Offline WOM more prevalent, positive and credible than online buzz. www.marketingcharts.com/direct/offline-wom-more-prevalent-positive-and-credible-than-online-buzz-5144/ (accessed October 28, 2009).

Poynter, Ray. (2010). “A Taxonomy of New MR,” London: Market Research Society.

Webster, Tom. (2010, October 28). “Six Steps to a Successful Social Media Survey,” BrandSavant, http://brandsavant.com/6-steps-to-a-successful-social-media-survey/ (accessed October 29, 2010).

Forrester. (2010, July 12). The Forrester Wave™: Listening, Platforms, Q3 2010, Forrester Research Inc., Cambridge, MA.

Grimes, Seth. (2008). “Text Analytics Basics,” Parts 1 and 2, BeyeNetwork, www.b-eye-network.com/view/8032 and www.b-eye-network.com/view/833, respectively (accessed October 31, 2010).

LinkedIn. (2010, October 31). “Can anyone recommend a good social media monitoring tool?,” thread of 294 responses in Social Media Marketing group (membership required) www.LinkedIn.com (accessed October 31, 2010).

O'Brien, Tom, and David Rabjohns. (2010). “Social Media Monitoring Is Not Research,” essay prepared for the Advertising Research Foundation.

Stodder, David. (2010, January 30). “How Text Analytics Drive Customer Insight,” Information Weeks, www.informationweek.com/news/business_intelligence/analytics/showArticle.jhtml?articleID=222600270 (accessed October 31, 2010).

Berger, Jonah, Alan T. Sorenson, and Scott J. Rasmussen. (2009). “Positive Effects of Negative Publicity: When Negative Reviews Increase Sales,” http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1344363 (accessed December 14, 2010).

Forrester. (2010, July 12). “The Forrester Wave™: Listening Platforms, Q3 2010,” Forrester Research, Inc., Cambridge, MA.

Grimes, Seth. (2008a). “Voice of the Customer Text Analytics for the Responsive Enterprise,” BeyeNetwork, www.beyeresearch.com/study/794 (accessed November 1, 2010).

———. (2008b). “Sentiment Analysis: Opportunities and Challenges,” BeyeNetwork, www.b-eye-network.com/print/6897 (accessed October 31, 2010).

J.D. Power and Associates Web Intelligence. (2009). “Marketing Campaign Effectiveness, www.jdpowerWebintelligence.com/case_studies/CS-quick-serve.php (accessed October 25, 2009).

Pettit, Annie. (2010). “6 Checkmarks Towards Quality Social Media Research,” Social Media Today, www.socialmediatoday.com/anniepettit/168900/6-checkmarks-towards-quality-social-media-research (accessed October 31, 2010).

Communispace. (2009). “CDW's Best Sales Strategy: Listen to your Customers,” www.communispace.com/news/groundswell/default.aspx?groundswell=13 (accessed October 19, 2009).

———. (2010). “comScore Releases July 2010 U.S. Search Engine Rankings,” www.comscore.com/Press_Events/Press_Releases/2010/8/comScore_Releases_July_2010_U.S._Search_Engine_Rankings (accessed August 28, 2010).

Engelbart, Christina, and Larissa Mats. (2010). “Pulse on the Economy: Using Social Media to Understand Today's Shopper Behavior,” Cymfony.

Moskowitz, Howard R., and Alex Goffman. (2007). Selling Blue Elephants: How to Make Great Products That People Want Before They Know They Want Them, Philadelphia: Wharton School Press.

Springer, Don. (2009). Personal communication.

Wind, Yoram (Jerry), and Colin Crook. (2004). The Power of Impossible Thinking: Transform the Business of Your Life and the Life of Your Business, Philadelphia: Wharton School Press.

J.D. Power and Associates. (2005). “Market Tracker.” No longer on Web site (accessed October 25, 2009).

Knight, Kristina. (2009, April 7). “Reports: Female gaming habits accelerate,” BizReport, www.bizreport.com/2009/04/report_females_are_now_gaming_more_than_males.html (accessed October 25, 2009).

Neely, Dan. (2010). Personal communication.

Networked Insights. (2010). “New Audience, New Product,” www.networkedinsights.com/products/uses (accessed September 1, 2010).

Rosenblum, Jeff. (2010). Personal communication.

Ultimatemotorcyling.com. (2010, March 17). “Suzuki Hayabusa Busa Beats Goes Urban,” www.ultimatemotorcycling.com/Suzuki_Hayabusa_Busa_Beats (accessed September 1, 2010).

AgenciaClick. (2010). “Fiat Brazil Suggests the First Co-Created Car,” http://clickaqui.agenciaclick.com.br/profiles/blog/show?id=924212:BlogPost:59912 (accessed September 2, 2010).

Banas, Paul. (2010). “Social Listening: From Observations to Insights,” presentation to ARF Industry Leader Forum, January 28, 2010.

Dubroff, M. Dee. (2009). “BaconSalt: The Guys Behind the Dream,” Digital Journal, www.digitaljournal.com/article/271459 (accessed October 17, 2009).

Harty, Jason. (2010a). “vitaminwater® connect(s) with Their Consumers: Flavorcreator case study,” presented to ARF Social Media Boot Camp, March 29, 2010.

———. (2010b). Personal communication.

Janowski, Karen. (2008). “Top 10 Reasons New Products Fail,” EcoStrategy Group, www.ecostrategygroup.com/top10reasons.pdf (accessed September 3, 2010).

Kincaid, Jason. (2010, January 7). “Facebook Just Got Its Own VitaminWater Flavor: ‘Connect.’ Seriously.” http://techcrunch.com/2010/01/07/facebook-vitaminwater/ (accessed September 6, 2010).

Kuhn, Thomas. (1996). The Structure of Scientific Revolutions, 3rd ed. Chicago: University of Chicago Press.

Qualman, Erik. (2009). Socialnomics: How Social Media Transforms the Way We Live and Do Business, Hoboken, NJ: John Wiley & Sons, Inc.

Starbucks. (2009). Starbucks Web site, www.mystarbucksidea.com (accessed October 17, 2010).

Sthanunathan, Stan. (2010). “Don't Explain the Past, Predict the Future, Admap Magazine, July/August.

Ware, Britta C., and Manila S. Austin. (2008). “Meredith's Silver Bullet: Leading with Market Knowledge and Innovation,” www.communispace.com/uploadedFiles/ResearchInsights/The_Customers_Perspective/BrandPerspective_MeredithsSilverBullet.pdf (accessed December 19, 2010).

Wentz, Laurel. (2009, August 21). “At Fiat in Brazil, Vehicle Design is No Longer By Fiat: Automaker is Relying on Consumers and Social Media for a 2010 Concept Car.” http://adage.com/globalnews/article?article_id=138594 (accessed December 19, 2010).

Doublethink. (2009, November 25). “Listening Is Easy,” http://thedoublethink.com/2009/11/listening-is-easy (accessed September 7, 2010).

Madsen, Flemming. (2006). “Who Are the Most Influential Authorities on Business Blogging?” Onalytica, www.onalytica.com/Who_influence_the_debate_on_Business_Blogging.pdf (accessed December 19, 2010).

———. (2008, January 27). “Predicting Sales from Online Buzz,” message posted on www.onalytica.com/blog/2008/01/predicting-sales-from-online-buzz.html (accessed October 16, 2009).

Mica, Anca, and Joseph Plummer. (2010). “Measurable Emotions: How Television Ads Really Work. Patterns of Reactions to Commercials Can Demonstrate Advertising Effectiveness,” J. Advertising Research, Vol. 50, No. 2, 2010, pp. 137–153.

Neely, Daniel. (2010). Personal communication.

Onalytica. (2009). “An Introduction to Onalytica,” www.onalytica.com/whatwedo.aspx (accessed September 18, 2009).

Ostrow, Adam. (2010, June 15). “Inside Gatorade's Social Media Command Center,” Mashable, http://mashable.com/2010/06/15/gatorade-social-media-mission-control (accessed September 9, 2010).

Steel, Emily. (2009, November 23). “Marketers Find Web Chat Can Be Inspiring: Devising Campaigns, IBM, Harrah's Are Guided by What Consumers Are Saying—Or Not Saying—Online,” The Wall Street Journal, p. B8.

WARC. (2009, November 24). “P&G Targets Leadership Level Marketing Spend.” www.warc.com/News/TopNews.asp?ID=25980&Origin=WARCNewsEmail (accessed November 24, 2009).

Wentz, Laurel. (2009, August 21). “At Fiat in Brazil, Vehicle Design is No Longer by Fiat,” http://adage.com/globalnews/article?article_id=138594 (accessed December 15, 2010).

Wiesenfeld, David, Kristin Bush, and Ronjan Sikdar. (2009, August). “Listening Up: Online Yields New Research Pathway.” Nielsen Consumer Insight, http://en-us.nielsen.com/main/insights/consumer_insight/August2009/listen_up_online_yields (accessed October 30, 2009).

Wikipedia. (2010). “Linguistic Relativity,” http://en.wikipedia.org/wiki/Linguistic_relativity, last modified September 3, 2010 (accessed September 8, 2010).

Alterian. (2010). “Measuring the Social Web Increases Engagement with the Public for Leading Cancer Hospital,” http://content.alterian.com/resources/casestudies/MD_Anderson_Cancer_Center_SM2_Case_Study.pdf (accessed August 19, 2010).

Carney, Heidi. (2010). Personal communication.

Kraft Foods. (2010). How to Submit Your Recipe, www.realwomenofphiladelphia.com/how-to-submit-phase-two (accessed September 15, 2010).

Miller, Claire Cain. Twitter Serves Up Ideas from Its Followers (2009, October 26). “Twitter Serves Up Ideas from Its Followers,” New York Times, p. B1.

Morrissey, Brian. (2008, February 6). “Social Media to Weather Recession, Adweek, www.adweek.com/aw/content_display/news/agency/e3idcbc5d3b3d8cd7714b48c1ac99fb8b30 (accessed October 18, 2009).

Sigala, Sal Jr. (2010, August 27). “NASCAR Racing Series Goes Up for Sale—Buyer Beware Rules Are Included,” Bleacher Report, http://bleacherreport.com/articles/441966-nascar-racing-series-goes-up-for-sale-buyer-beware-rules-are-included (accessed September 10, 2010).

Vision Critical. (2009, October 14). “Vision Critical: NASCAR Awarded Online Panel of the Year,” www.marketwire.com/press-release/Vision-Critical-1059675.html (accessed October 24, 2009).

Communispace. (2009). “CDW's Best Sales Strategy: Listen to your Customers,” www.communispace.com/Clients/ForresterDetail.aspx?id=517&terms=CDW (accessed December 15, 2010).

Harty, Jason. (2010). Personal communication.

Innis, Harold. (1972). Empire and Communications, edited by Mary Quayle Innis and with an introduction by Marshall McLuhan, Toronto: University of Toronto Press.

Keller Fay Group. (2008). “Offline WOM More Prevalent, Positive and Credible Than Online Buzz,” www.marketingcharts.com/direct/offline-wom-more-prevalent-positive-and-credible-than-online-buzz-5144 (accessed October 28, 2009).

MotiveQuest. (2007). “Radical Listening,” Presented to the Word of Mouth Marketing Summit.

———. (2009a). “The Raging Debate Case Study.” www2.motivequest.com/client/showpost.aspx?postid=33 (accessed October 21, 2009).

———. (2009b). “The Online Promoter Score,” http://motivequest.com/main.taf?p=1,2,1,1 (accessed October 26, 2009).

Nielsen Wire. (2009, July 9). “Global Advertising: Consumers Trust Real Friends and Virtual Strangers the Most,” http://blog.nielsen.com/nielsenwire/consumer/global-advertising-consumers-trust-real-friends-and-virtual-strangers-the-most (accessed September 12, 2010).

Pietruski, Fiona, and Kimberly Lang. (2009). “Heinz: Leveraging Women and WOM to Launch a New Product,” presented at Word of Mouth Marketing University, May 13, 2009.

SheSpeaks. (2009). “Case Study: Ore-Ida Steam n’ Mash,” shespeaks.com/pages/img/client/OreIdaFinalCaseStudy.pdf (accessed October 7, 2009).

Titelman, Ethan. (2010). Personal communication.

Bird, Amanda. (2010). Personal communication.

Crimson Hexagon. (2010). “Provo Craft Uncovers New Market Opportunities via the VoxTrot Listening Platform,” case study.

Gibson, Riley. (2010). Interview with Brendan Lawley, ARF intern.

Johansen, Bob. (2007). Get There Early: Sensing the Future to Compete in the Present, San Francisco, CA: Berrett-Koehler Publishers.

Kraft Foods. (2010). “How to Submit Your Recipe,” www.realwomenofphiladelphia.com/how-to-submit-phase-two (accessed September 15, 2010).

Lukovitz, Karlene. (2010, March 24). “‘Real Women’ Drive Philly Cream Cheese Digital,” MediaPost, www.mediapost.com/publications/?fa=Articles.printFriendly&art_aid=124871 (accessed September 14, 2010).

Morrissey, Brian. (2010, August 4). “Old Spice's Agency Flexes Its Bulging Stats,” Adweek, http://adweek.blogs.com/adfreak/2010/08/old-spices-agency-flexes-its-bulging-stats.html (accessed September 21, 2010).

Neff, Jack. (2010, July 26). “How Much Old Spice Body Wash Has the Old Spice Guy Sold?,” Advertising Age, http://adage.com/print?article_id=145096 (accessed September 13, 2010).

Propper. 2009. Personal communication.

Provo Craft. (2009, February 6). “Provo Craft Demonstrates New Cricut Cartridges at CHA Winter,” press release, www.provocraft.com/news/press.releases.php?newsarticle=78&cat= (accessed September 16, 2010).

Rabinowitz, Ilana, and Paull Young. (2009). “Converseon Lion Brand Yarn Case Study: Internet Retailer 2009,” www.slideshare.net/Converseon/converseon-lion-brand-yarn-case-study-internet-retailer-2009 (accessed October 24, 2009).

Richard, Laurie. (2010, August 5). “Tapping the Wisdom of the Crowd,” New York Times, www.nytimes.com/2010/08/05/business/smallbusiness/05sbiz.html (accessed August 5, 2010).

Wikipedia. (2009). “ESPN,” http://en.wikipedia.org/wiki/Espn (accessed October 24, 2009).

York, Emily Bryson. (2010, May 24). “How Philly Cream Cheese Gave Its Flat Sales a Kick,” Advertising Age, http://adage.com/print?article_id=144036 (accessed September 15, 2010).

Young, Paull. (2009). “Converseon Case Study: Lion Brand Yarn Drives Measureable ROI with Social Media,” message posted to http://blog.converseon.com/2009/09/01/converseon-case-study-lion-brand-yarn-drives-measurable-roi-with-social-media (accessed September 23, 2009).

Communispace. (2010). Personal communication.

Dove. (2004, September). “The Real Truth about Beauty: A Global Report,” www.campaignforrealbeauty.ae/uploadedfiles/dove_white_paper_final.pdf (accessed December 19, 2010).

———. (2006, February). “Beyond Stereotypes: Rebuilding the Foundation of Beauty Beliefs,” www.campaignforrealbeauty.ie/DoveBeyondStereotypesWhitePaper.pdf (accessed December 19, 2010).

———. (2006, September). “Beauty Comes of Age,” www.campaignforrealbeauty.com.au/proage/pdf/DoveBeautyWhitePaper.pdf (accessed December 19, 2010).

———. (2008). “Real Girls, Real Pressure: A National Report on the State of Self-Esteem,” content.dove.us/makeadiff/pdf/SelfEsteem_Report.pdf (accessed December 19, 2010).

Elliott, Stuart. (2009, February 22). “Tropicana Discovers Some Buyers Are Passionate about Packaging,” New York Times, p. B6.

J.D. Power and Associates Web Intelligence. (2010). Personal communication.

Tropicana Products Inc. (2009, January 9). “Tropicana Launches Campaign to Emphasize the All-Natural and Healthy Benefits of 100% Pure Premium Orange Juice,” press release, www.bevnet.com/news/2009/1-9-2009-Tropicana_squeeze (accessed September 24, 2010).

Unilever. (2009). “Dove,” www.unilever.com/brands/personalcarebrands/dove.aspx (accessed October 18, 2009).

Ware, Britta C., and Manila S. Austin. (2008). “Meredith's Silver Bullet: Leading with Market Knowledge and Innovation,” www.communispace.com/uploadedFiles/ResearchInsights/The_Customers_Perspective/BrandPerspective_MeredithsSilverBullet.pdf (accessed December 19, 2010).

Cooper, Charles. (2010, July 19). “Are Steve Jobs’ iPhone 4 Antenna Woes Over?”, CBS News, www.cbsnews.com/8301-501465_162-20010955-501465.html (accessed September 27, 2010).

German, Kent, and Erica Ogg. (2010, July 15). “What We Know about iPhone 4's Antenna,” (FAQ), CNET, http://reviews.cnet.com/8301-19512_7-20010714-233.html (accessed September 27, 2010).

Google Insights for Search. (2010, August 23). Searches on “apple” and “apple iphone,” www.google.com/insights/search.

Greenpeace.org. Post by Laura K. (2010, August 9). “What happened after you left that comment on Nestlé's Facebook page?”, www.greenpeace.org/international/en/news/Blogs/climate/what-happened-after-you-left-that-comment-on-/blog/26125 (accessed September 27, 2010).

Hickman, Martin. (2010, May 19). “Online Protest Drives Nestlé to Environmentally Friendly Palm Oil,” The Independent, www.independent.co.uk/environment/green-living/online-protest-drives-nestl-to-environmentally-friendly-palm-oil-1976443.html (accessed September 27, 2010).

Infegy.com. Post by Gray. (2010, March 20). “Nestlé, Kit-Kat, Palm Oil, Facebook…What happened?”, http://infegy.com/buzzstudy/tag/kit-kat (accessed September 27, 2010).

Kilar, Jason. (2009, January 13). “Consumer Trust Is Hard Won, Easily Lost,” Hulu blog, http://blog.hulu.com/2009/01/13/customer-trust-is-hard-won-easily-lost (accessed September 27, 2010).

Qualman, Erik. (2009). Socialnomics: How Social Media Transforms the Way We Live and Do Business, Hoboken, NJ: John Wiley & Sons, Inc.

Rappaport, Stephen D. (2010, October 17). Analysis of Google search trends for Apple iPhone 4 antenna issue, performed for this book.

Rubel, Steve. (2010). “The Future for Listening,” essay prepared for the Advertising Research Foundation.

Saleem, Muhammad. (2009). “HOW TO: Survive a Social Media Revolt,” Mashable, http://mashable.com/2009/01/28/social-media-revolt (accessed September 27, 2010).

Shin, Annys. (2006, September 23). “2 Deaths Prompt Toy Recall,” Washington Post, www.washingtonpost.com/wp-dyn/content/article/2006/09/22/AR2006092201370.html (accessed October 22, 2009).

Social Media Club of Sydney. (2010, video uploaded September 26). “Greenpeace Nestlé Social Media Campaign,” www.vimeo.com/15312263 (accessed September 27, 2010).

TNS Cymfony. (2009). “Real-time Crisis in a Consumer-Controlled World: A TNS Cymfony Influence 2.0 Case Study.” www.cymfony.com (requires registration).

WARC. (2010, September 29). “P&G Outlines Major Sustainability Drive,” www.warc.com/News/TopNews.asp?ID=27298&Origin=WARCNewsEmail (accessed September 29, 2010).

Winterfeld, Sandy. (2010, July 19). “Rival's Reaction to Apple iPhone 4 Antenna Problems,” World Correspondents, www.worldcorrespondents.com/rivals-reaction-to-apple-iphone-4-antenna-problems/887700 (accessed September 27, 2010).

YouTube. (2010, September 27). Stats from pages: “Levinator25, Tiger Woods PGA Tour 08 Jesus Shot,” www.youtube.com/watch?v=h42UeR-f8ZA, and “EASports, Tiger Woods 09—Walk on Water,” www.youtube.com/watch?v=FZ1st1Vw2kY (both accessed September 27, 2010).

Agnello, Anthony. (2010, August 27). “Amazon (AMZN) e-reader Future Bright Thanks to Kindle 3,” www.investorplace.com/NewsML/amazon-amzn-e-reader-future-bright-thanks-to-kindle-3.html (accessed October 3, 2010).

Allfacebook.com. (2010, September 30). Statistics for Scrabble, Scrabble Worldwide, and Wordscraper, http://statistics.allfacebook.com/applications (accessed September 30, 2010).

Boone, Louis E., and David L. Kurtz. (2006). Contemporary Marketing, Mason, OH: Thomson South-Western.

Cotignola, Frank. (2010, June 21). “Listening with a Mix of Free and Paid Tools,” presentation to ARF University Social Media Boot Camp.

Crimson Hexagon. (2009, September 11). “Give Tylenol to the Kids, Take Advil for Pain,” www.crimsonhexagon.com/2009/09/give-tylenol-to-the-kids-take-advil-for-pain (accessed October 2, 2010).

Eldon, Eric. (2009, January 6). “F-A-I-L: Official Scrabble Facebook Apps Still Smaller Than Scrabulous Was,” VentureBeat, http://digital.venturebeat.com/2009/01/06/f-a-i-l-official-scrabble-facebook-apps-still-smaller-than-scrabulous-was (accessed October 22, 2009).

Hurst, Mark. (2010, August 5). “One Social Media Tip: First Build a Good Customer Experience,” Good Experience blog, http://goodexperience.com/2010/08/one-social-media-tip.php (accessed October 3, 2010).

J.D. Power and Associates Web Intelligence. (undated). “Competitive Intelligence: When to Hold and When to Fold,” www.umbriacommunications.com/case_studies/CS-CPG-competitive.php (accessed October 25, 2009).

Knowledge@Wharton. (2008, August 6). “War of the Words: Scrabulous Is Off Facebook, But Did Hasbro Win the Game?”, http://knowledge.wharton.upenn.edu/article.cfm?articleid=2029 (accessed October 22, 2009).

Paddock, Catharine. (2009, July 2). “FDA Panel Votes to Restrict Acetaminophen,” Medical News Today, www.medicalnewstoday.com/articles/156256.php (accessed October 4, 2010).

Ries, Al, and Jack Trout. (1981). Positioning: The Battle for Your Mind, New York: McGraw-Hill Inc.

Barnes, Norah G. (2008). “Exploring the Link Between Customer Care and Brand Reputation in the Age of Social Media,” Society for New Communications Research, http://sncr.org/wp-content/uploads/2008/10/customer-care-study.pdf (accessed October 5, 2010).

Boudreaux, Chris. (2009, December 16). “Analysis of Social Media Policies: Lessons and Best Practices,” Socialmediagovernance.com, http://socialmediagovernance.com/downloads/Social-Media-Policy-Analysis.pdf (accessed December 19, 2010).

Charlton, Graham. (2009, April 21). “The Power of Social Media for Customer Service,” eConsultancy, http://econsultancy.com/us/blog/3707-how-to-use-social-media-for-customer-service.

ForaTV. (2009, October 29). “Comcast CEO: Twitter Changed Our Company,” www.youtube.com/watch?v=5q4n9iA2JG4 (accessed October 6, 2010).

Fresh Networks. (2008, November 22). “You're your Customers. Use Social Media.” www.freshnetworks.com/blog/page/2/?s=zappos (accessed December 19, 2010).

Kawasaki, Guy. (2010, May 6). “How to Use Twitter to Support Customers,” American Express Open Forum, www.openforum.com/idea-hub/topics/the-world/article/how-to-use-twitter-to-support-customers-guy-kawasaki (accessed October 6, 2010).

Klaassen, Abbey. (2009a, June 29). “Forget Twitter: The Best Customer Service Tool Is the Humble Product Review.” http://adage.com/digital/article?article_id=137634 (accessed June 29, 2009).

———. (2009b, July 13). “What's Your Brand's Social Score?”, Advertising Age.

Nordstrom. (2010, August 21). “Social Networking Guidelines,” http://shop.nordstrom.com/c/social-networking-guidelines (accessed October 7, 2010).

Patel, Kunar. (June 21, 2010). “How AT&T Plans to Lift Its Image Via Social-Media Customer Care,” AdAge, http://adage.com/digital/article?article_id=144561 (accessed August 14, 2010).

Pick, Tom. (2010, September 30). “How to Write a Social Media Policy,” socialmediatoday, http://socialmediatoday.com/tompick/191412/how-write-social-media-policy (accessed October 7, 2010).

Postman, Joel. (2008, March 17). “JetBlue engages in real-time conversation on Twitter,” www.socializedpr.com/jetblue-engages-in-real-conversation-on-twitter/ (accessed December 19, 2010).

Raffaele, Dave. (2009, January 28). “How JetBlue Used Twitter to Make Me Feel Like a Human,” message posted to www.daveraffaele.com/2009/01/social-media-case-study-how-jetblue-used-twitter-to-treat-me-like-a-human (accessed September 10, 2009).

Solis, Brian. (2008, July 28). “Comcast Cares and Why Your Business Should Too: The Socialization of Service,” @BrianSolis, www.briansolis.com/2008/07/comcast-cares-and-why-your-business (accessed October 6, 2010).

Twitter. (2009a). “@JetBlue: It's Fun, But Does It Scale?”, http://business.twitter.com/twitter101/case_jetblue (accessed October 23, 2009).

———. (2009b). Stats on Joel Postman account page, http://twitter.com/#!/jpostman (accessed October 23, 2009).

———. (2010). Stats from JetBlue account page, http://twitter.com/JetBlue (accessed October 5, 2010).

Zanger, Doug. (2009, August 25). “Like It Or Not, You Have to Behave on Twitter.” http://adage.com/smallagency/post?article_id=138637 (accessed August 25, 2009).

Fulgoni, Gian. (2010, September 7). “The Lure of TV Advertising for Internet Businesses,” comScore blog, http://blog.comscore.com/2010/09/lure_tv_advertising_for_internet_businesses.html (accessed October 17, 2010).

Key, Rob. (2009, September 15). “Social Media from the Inside Out,” presented by Converseon at the iBrand Summit.

Networked Insights. (2010, May). “Social Sense TV: Network Ratings Report,” www.networkedinsights.com (registration required).

Poniewozik, James. (2010, March 22). “Twitter and TV: How Social Media Is Helping Old Media,” Time.com, www.time.com/time/magazine/article/0,9171,1971444,00.html (accessed October 17, 2010).

Quenqua, Douglas. (2010, July 15). “Bringing It All Back Home,” Mediapost, www.mediapost.com/publications/?fa=Articles.printFriendly&art_aid=131880 (accessed October 17, 2010).

Verhaege, Annelies, Niels Schillewaert, and Emilie van den Berge. (2009). “Getting Answers without Asking Questions: The Evaluation of a TV Programme Based on Social Media,” www.insites.eu/02/documents/whitepapers/04_Getting_answers_without_asking_questions.pdf (accessed December 19, 2010).

Yahoo! (2010, July 7). “New Study Reveals 75 Percent of Americans Use the Internet and TV Simultaneously,” www.yadvertisingblog.com/blog/2010/07/07/new-study-reveals-75-percent-of-americans-use-the-internet-and-tv-simultaneously (accessed October 16, 2010).

Butcher, Dan. (2009, September 29). “Lexus, Chevron Buy All Ad Inventory in CNN's New iPhone App,” Mobile Marketer, www.mobilemarketer.com/cms/news/advertising/4293.html (accessed October 19, 2010).

Florès, Laurent, and Mark Whiting. (2005, May). “What Can Research Learn from Biology?” http://www.crmmetrix.com/en/WhitePapers.asp (accessed December 18, 2010).

Johnson, Lynn, and Anita Lai. (2010). “Listening to Multicultural Consumers: Dispelling the Myths,” presentation to ARF Re:think 2010, New York.

Keller, Ed. (2008). “Offline Word of Mouth,” Word of Mouth Marketing Association, Summit 2008, www.slideshare.net/Frankwatching/offline-word-of-mouthindustrys-greatest-examples-presentation (accessed October 18, 2010).

Key, Rob. (2009, September 15). “Social Media from the Inside Out,” presented by Converseon at the iBrand Summit.

Roth, Tom. (2010, September 29). Presentation to ARF People Council. For more information on the LGBT market, see Community Marketing, Inc.'s summary: “CMI's 4th Annual LGBT Community Survey Yields Historic 40,000 Respondents from Over 100 Countries; Provides Marketing and Communications Insights, While Tracking Motivations and Trends,” www.communitymarketinginc.com/gay-lesbian-media-room-press-releases/2010-lgbt-community-survey-yields-historic-response (accessed October 28, 2010).

Bowman, Douglas et al. (2010). “Quantifying the Effects of Social Media Activity on Brand Sales and Market Share,” paper presented to ART Forum.

Facebook. (2010). Official fan pages for Costco and BJ's Wholesale Clubs, Facebook.com, October 22, 2010.

Friedman, Larry. (2010). Interview.

IPA and Nielsen Analytic Consulting. (2009, July 29). “How Share of Voice Wins Market Share.”

Keller, Ed, and Gregg Liebman. (2009). “The Marketing Value of Influencers,” presented at ARF Audience Measurement 4.0.

Moore, John. (2010, November 9). “Talk Share and Market Share,” http://kellerfay.com/2010/11/09/keller-fay-car-talk/ (accessed November 11, 2010).

Nail, Jim. (2008, November 12). “Effective PR and Word of Mouth Strategies to Maximize a Brand's Investment in a Super Bowl Ad,” ARF Webinar presentation.

Nail, Jim, and Jeni Chapman. (2008, September 9). “Social Media Analysis for Consumer Insight: Validating and Enhancing Traditional Market Research Findings,” TNS Cymfony ARF Webinar, available at: www.cymfony.com/modules/knowledgeBaseRegister.aspx?dl=51.

Onalytica. (2008). “An Introduction to Onalytica,” www.onalytica.com/whatwedo.aspx (accessed October 25, 2010).

Siefert, Caleb J., and Ravi Kothuri, Devra B. Jacobs, Brian Levine, Joseph Plummer, and Carl D. Marci. (2009, September). “Winning the Super ‘Buzz’ Bowl: How Biometrically-Based Emotional Engagement Correlates with Online Views and Comments for Super Bowl Advertisements,” Journal of Advertising Research, 49(3), pp. 293–303.

Swedowsky, Maya. (2009, September). “A Social Media How-to for Retailers,” Nielsen Consumer Insights, http://enus.nielsen.com/main/insights/consumer_insight/september_2009/asocialmediahowtoforretailers (accessed October 26, 2009).

Archak, Nikolay, Anindya Ghose, and Panagiotis G. Ipeirotis. (2010, February 10). “Deriving the Pricing Power of Product Features by Mining Consumer Reviews,” NET Institute Working Paper No. 07-36, http://ssrn.com/abstract=1024903 (accessed October 25, 2010).

Asur, Sitaram, and Bernardo A. Huberman. (2010). “Predicting the Future with Social Media,” HP Labs, www.hpl.hp.com/research/scl/papers/socialmedia/socialmedia.pdf (accessed October 25, 2010).

Berger, Jonah A., Alan T. Sorensen, and Scott Rasmussen. (2009, February 16). “Positive Effects of Negative Publicity: When Negative Reviews Increase Sales,” Marketing Science, forthcoming, http://ssrn.com/abstract=1344363 (accessed October 25, 2010).

BuzzingUp. (2010, October 6). “Twitter Serves 1 Billion Queries a Day and 1000 Tweets Per Second,” www.buzzingup.com/2010/10/twitter-serves-1-billion-queries-a-day-and-1000-tweets-per-second (accessed October 24, 2010).

Chen, Pei-Yu, Samita Dhanasobhon, and Michael D. Smith. (2008, May). “All Reviews Are Not Created Equal: The Disaggregate Impact of Reviews and Reviewers at Amazon.com,” http://ssrn.com/abstract=918083 (accessed October 25, 2010).

Chevalier, Judith A., and Dina Mayzlin. (2006). “The Effect of Word of Mouth on Sales: On-Line Book Reviews,” Journal of Marketing Research, 43(3): pp. 345–354.

Ghose, Anindya, and Panagiotis G. Ipeirotis. (2010, January 24). “Estimating the Helpfulness and Economic Impact of Product Reviews: Mining Text and Reviewer Characteristics,” http://ssrn.com/abstract=1261751 (accessed October 25, 2010).

Gruhl, Daniel, Jasmine Novak, R. Guha, and Andrew Tomkins. (2005). “The Predictive Power of Online Chatter,” Proceedings of the eleventh SIGKDD international conference on knowledge discovery in data mining.

Hu, Nan, Ling Liu, and Jie Zhang. (2008, January 7). “Do Online Reviews Affect Product Sales? The Role of Reviewer Characteristics and Temporal Effects,” http://ssrn.com/abstract=1324190 (accessed October 25, 2010).

Johansen. (2007). “Get There Early: Sensing the Future to Compete in the Present,” San Francisco, CA: Berrett-Koehler Publishers.

MotiveQuest. (2009). “The Online Promoter Score,” www.motivequest.com/main.taf?p=1,2,1,1 (accessed October 26, 2009).

Nail, Jim. (2009, April 3). “Social Media Analysis: Finding the Path to New Insights,” ARF Webinar presentation.

Neely, Dan. (2010). Interview with Stephen D. Rappaport.

Onalytica. (2009). “An Introduction to Onalytica,” www.onalytica.com/whatwedo.aspx (accessed October 26, 2010).

Reicheld, Frederick F. (2006). The Ultimate Question: Driving Good Profits and True Growth, Cambridge, MA: Harvard Business Press.

Varian, Hal R., and Choi, Hyunyoung. (2009, April 2). “Predicting the Present with Google Trends,” Google Research Blog http://googleresearch.blogspot.com/2009/04/predicting-present-with-google-trends.html (accessed December 2010).

..................Content has been hidden....................

You can't read the all page of ebook, please click here login for view all page.
Reset