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Thoughts on social media analytics from the makers of TweetReach

Archive for December, 2010

From legendary music venue to social media powerhouse: A case study of The Roxy Theatre

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A few days ago, I had the pleasure of interviewing Nic Adler, owner of the The Roxy Theatre in West Hollywood, CA. I met Nic recently and was excited to hear him talk about how useful TweetReach is to his business. So we sat down to discuss how he’s used social media to rejuvenate The Roxy, and the role TweetReach plays in helping him know what works.

A Short History of The Roxy

Nic’s father, Lou Adler, opened The Roxy in 1973 on the Sunset Strip in West Hollywood, California. The Roxy quickly became an important and influential music venue. In the 70s and 80s, The Roxy booked shows with musicians like Bob Marley, The Clash, Bruce Springsteen, Guns N’ Roses, and Motley Crue. It was also an important part of the heavy metal scene in those days.

But in the mid-1990s, when musical tastes turned from metal to grunge (think bands like Nirvana), the Sunset Strip declined in relevance. Nic, who grew up at the Roxy as a child, and would visit after school and play hide and seek with the bands, started working in the family business in 1998.

Four or five years ago, Kyra Reid of MarKyr Media asked Nic if he knew what a blog was. At that time, The Roxy had an old and stale website – the performance calendar wasn’t even updated – and no blog or other online presence.

Getting Started with Social Media

So Nic got involved, staying up late and seeing what blogging was all about. The Roxy was the first music venue to put up a blog, but they had never really communicated with their audience online until that point. Their first blog post received a flood of comments, but many of them were not very nice or supportive. Nic says these comments “put a mirror up to our business, and we quickly learned that we weren’t what we thought we were.”

A lot of the feedback was related to problems with perception – people thought the club was too expensive, the bands weren’t good enough, the security staff were jerks, and so on. So Nic and his team got to work, finding new bartenders, adjusting drink prices, selling new brands of liquor. They hired a new talent buyer who was more artist friendly to bring in better acts. They communicated all of these changes via their blog, “slowly chipping away” at the negative feedback.

One of the more common complaints was about the parking situation around The Roxy. To help customers find parking, Nic took a picture of a nearby parking lot that cost $5 for the night, put it on their website, and directed customers to it. A simple fix, but an important and useful one.

So when Twitter came along a couple years later, The Roxy had already started an online conversation with their community, so they knew a few things about how to interact in that space. The Roxy joined Twitter in May 2007. Twitter was the perfect medium for The Roxy – a music and entertainment – venue to keep their audience informed about the performance calendar and other club news.

We had so much information – two or three shows going on sale every day. It was hard and time-consuming to make blog posts for all those, but it was really easy to put something on Flickr (like a show’s flyer) and then tweet about it.

Connecting Offline and Online Communities

The Roxy’s online community began to grow, and they were building lots of support and positive feedback. Around the time The Roxy reached 10,000 followers on Twitter, they started to see other nearby venues on the Strip hiring young people with “social media personalities.” These businesses started Twitter accounts.

The Viper Room was the first of these. At The Roxy, Nic and his colleagues debated how they should respond. They asked themselves, “Do we share what we have to help the community?” Technically The Viper Room is a competitor to The Roxy, but it could be beneficial for everyone to support other businesses in the community. So they decided to tweet a shoutout to the Viper Room, who had about 100 followers at the time. The Viper Room shouted back and they both gained followers and support. As each new bushiness on the Strip came online, it created a sort of snowball effect that encouraged the next business to come online.

They also set up a Facebook account for The Roxy, and they encouraged their Twitter followers to fan them on Facebook. They recently crossed the 100,000 fans mark on Facebook.

One day The Comedy Store called Nic and proposed an in-person lunch to figure out how to get this growing online community to move offline. And that’s how they came up with the Sunset Strip TweetCrawl. The TweetCrawl is a bar and restaurant crawl using Twitter to promote specials and other prizes and encourage participants to patronize multiple business on the Strip. The first TweetCrawl was in July 2009 and the sixth crawl is scheduled for this Saturday.

Now they call this association the “Social Strip” – the social umbrella that lives over the Sunset Strip that is “part marketing, part information and part online community.” The businesses in the area are able to use the official business association and the Social Strip to work together, to tap into their combined giant and growing online following. And these tools are all free for the businesses to use. (The Sunset Strip even has its own Twitter account now).

Measuring Their Success

At this point, Nic started looking for analytics and ways to prove that what they were doing online was working. This is where tools like TweetReach are invaluable to businesses like The Roxy. For Nic, TweetReach is important because it helps him “understand our social worth – to see if all the effort we were putting in was paying off.”

They use TweetReach to measure the number of people their tweets reach, as well as the number and quality of retweets. They also like Klout, which helps them compare their efforts to similar business. Metrics are important to Nic.

We own this space, and we can prove it to sponsors.

The Roxy and other Strip businesses reach more people online than high profile music magazines reach through their physical circulation. Internally, Nic used the numbers in a TweetReach report to demonstrate to a talent buyer that they could reach a larger potential audience through Twitter so they should stop advertising in certain local publications. Print advertising is expensive, but Twitter promotion is free.

At the end of the day, it means more money. It helps us grow our business.

Nic prefers to look at ROE instead of ROI – return on energy. “Maybe not a lot of money goes into what we do, but it’s energy. There’s someone reading everything and understanding our impact. It gives us satisfaction and confidence to know that we’re moving in the right direction.”

And they’re definitely moving in the right direction. AOL City’s Best just named The Roxy as the best live music venue in Los Angeles. They just passed 100,000 Facebook followers and have nearly 50,000 Twitter followers.

Written by Jenn D

December 16th, 2010 at 1:00 am

Posted in Features

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TweetReach 2010 holiday support hours

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The TweetReach support elves will be around to answer all of your questions during the month of December. However, please allow them a little extra time to return your calls and emails on the following dates, as they might be stuffing themselves with holiday treats.

Friday, December 17 – Sunday, December 19
Friday, December 24 - Sunday, December 26
Friday, December 31 – Sunday, January 2

On these days, the elves will return all non-urgent requests within 24-36 hours and urgent requests as soon as possible. As always, you can get in touch with us in many ways:

Happy Holidays!

Written by admin

December 15th, 2010 at 4:40 pm

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New! Data Export for Trackers

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We’re pleased to announce a new feature for our TweetReach Pro users: Tracker data export. Now you can dig into the numbers yourself to generate customized reports in Excel or, heck, even run a linear regression to see how strongly tweet volume influences exposure. If you’re running a Twitter contest, use it to export a list of users that tweeted about your topic so you can pick a winner. The possibilities are endless.

If you’re a TweetReach Pro user,  just select a tracker and click the “Export” button at the top right (more info here). Happy data hacking!

Written by admin

December 13th, 2010 at 6:15 pm

Posted in Features,News

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The key to a successful Twitter party? Planning ahead

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Twitter parties are a great way to engage your customers, learn what people think about a topic, and raise awareness of an issue or brand. We have a few tips if you’re getting ready for (or helping a client with) a Twitter party. Twitter party success really comes down to planning ahead – make sure you have a plan for execution and evaluation before the event begins.

Pick a unique hashtag.

If possible, use something different than a standard hashtag you use for general tweets. If you’re hosting a recurring Twitter party, it’s definitely okay to use the same hashtag during each party. This adds some continuity to your parties, and gives participants a familiar reference point. A unique hashtag will make it easier for participants to identify the party, and will make your post-party evaluation easier if you don’t have to filter through a lot of unrelated tweets.

It’s important to note that Twitter can’t filter by hour. This means you can’t pull results from Twitter search for only a one- or two-hour period (only by a specific date or set of dates). So think carefully about using a hashtag for a party that you also use in other ways.

Track party tweets.

Make sure you’re keeping a record of the tweets that are posted during the party. If you’re giving away prizes, you’ll need this to pick a winner, but you’ll also want to later read through what everyone said throughout. Twitter parties can move very quickly, so you probably missed tweets during the party. You’ll also need this archive for any post-party analysis.

Tweets from smaller parties (fewer than 1,500 tweets) can be gathered after the event. Just don’t wait too long – Twitter only keeps tweets accessible in search for about a week; after that you won’t be able to access all the tweets that were posted.

If you’re hosting a larger party and expect more than 1,500 tweets, or if you want to monitor tweets across multiple parties, then you should set your tracking up before the party. Since Twitter only allows you to access 1,500 tweets through search after the fact, you should start monitoring tweets before the party starts.

Our new TweetReach Tracker works in real time to find and store all tweets about a search term as they are posted to Twitter. This means we’re not limited to 1,500 tweets or seven days. We can track tweets as long as you’d like, and find way more than 1,500 tweets about a term. The only catch is that you have to set up a Tracker before your event, so we can find the tweets as they happen. You can then access in-depth analytics and study trends over time for those tweets.

The Tracker is available only to TweetReach Pro subscribers. We offer a variety of plans to meet every budget; view our plans and pricing here. It only takes a minute to sign up, and then you can being tracking tweets about any keyword, hashtag, or brand right away.

Measure your results.

Whether you’re reporting back to a client, sponsor, or boss, you’ll want to get a sense of how successful the Twitter party was. Some questions you might want answered:

  • How many people participated?
  • How many tweets were posted?
  • How far did your hashtag reach (or, how many total people saw party tweets)?
  • Who contributed the most?
  • What topics were discussed? What topics were most important or most interesting to participants?
  • What tweets or questions were retweeted or replied to the most?
  • How can you improve for next time?

Some of these questions can be answered manually; sometimes there’s no substitute for reading through a complete manuscript of tweets to see what you can learn. Pay close attention to the ideas that are discussed for longer, that multiple people repeat, or that stand out for some reason. This is a great dataset, so get all you can from it.

Some questions will need a third-party tool to answer. oneforty has a comprehensive list of Twitter metrics tools. For example, this list is a good start. Depending on the stats you’re looking for, many of these tools will be faster and more accurate than if you try to calculate these numbers on your own. And of course, TweetReach can help you answer several of the above questions.

Photo credit: nhanusek

Written by Jenn D

December 3rd, 2010 at 9:05 am

Posted in Guides

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