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Media that has been created and published online by the users of a social or collaboration platform, typically for non-commercial purposes

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Large sets of unstructured data. Traditionally, the data that we analyze has already been formatted into nice rows and columns

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Web content with a misleading or sensationalist headline that entices readers to click through to the full story, usually with the goal of generating page views and advertising revenue.

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This is a common metric for reporting on the number of people who viewed a message or piece of content and then actually performed the action required such as clicking on the ad or link in an email marketing campaign. The higher it is, the more effective is your campaign.

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Conformance with rules, regulations, or laws. Social media compliance is particularly relevant to organizations in regulated industries, such as healthcare, banking, and insurance. These businesses face strict rules governing what they can communicate to the public, and numerous regulatory agencies have confirmed that these rules extend to social media

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Content curation is the process of sifting through the web to find the best and most relevant content for an audience and then presenting it to them in a meaningful way. Unlike content marketing, content curation doesn’t involve publishing new content. Instead, it’s about creating value for your audience by saving them time and effort.

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Whether you’re running a blog, marketing website, or a social media presence, a content management system (CMS) is the backbone of your content marketing strategy. A web CMS is an online application that allows you to draft, share, edit, schedule, and index your content.

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In social media marketing, a conversion is a positive action that is taken on a website by a visitor from social media. The action demonstrates that the visitor is “converting” into a customer.

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Creative Commons is a public copyright license that gives you the ability to use and share otherwise copyrighted material.

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To creep is to spend an extended period of time looking through someone’s profiles, photos, and videos on social media

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Crowdsourcing refers to the process of leveraging your online community to assist in services, content and ideas for your business.

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The percentage of social customer service issues which are transferred to another communications channel, such as email, the phone, or live chat.

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A location-based discovery service that helps people find local places and experiences that are relevant to their interests and tastes.

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Display ads are typically small visual banners that are shown on websites. Common formats include images, flash, video, and audio.

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The practice of tagging a photo, video, or message with a specific location. The ubiquity of GPS-enabled smartphones has made geotagging a core aspect of social media.

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Handle is another way of saying your account name (@)

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An employee that is willing to promote and defend a company both online and off. Like other brand advocates, passionate employees can influence the purchasing decisions of their friends, family, and other social contacts.

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The ratio of your social media followers to those you are following.

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The number of unique people who have seen content from your Facebook Page. Reach is not the same as impressions, which is the total number of times your content is viewed (including multiple views from the same user).

(it can be a total reach or a post reach). The reach can be organic or paid.

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Gif is the acronym for Graphics Interchange Format, which refers to a file format that supports both static and animated images.

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A customer loyalty metric that is based on the following question: “On a scale of 0 to 10, how likely is it that you would recommend our company, product, or service to a friend or colleague?” People who respond with a 9 or 10 are designated as “promoters”; a 7 or 8 as “passives”; and a 6 or lower as “detractors”. The percentage of customers that are detractors is then subtracted from the percentage that are promoters to arrive at the company’s NPS (passives are ignored, because that’s their lot in life).

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A combination of tactics and technology platforms which enable businesses to automatically deliver personalized content to prospects and customers through a variety of online channels

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Paid social media refers to the use of social media for ad placement. The most common types of paid social media are native advertisements such as Facebook Ads, Twitter Promoted Tweets, LinkedIn Sponsored Updates, and YouTube sponsored videos.

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The act of referencing or involving yourself in a news story or event in order to connect with the audience following or discussing that story.

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A numerical rating of online social influence, ranging from 1 to 100. Klout rates a social media user based on the size of their social networks and how other users interact with their content. The company defines influence as “the ability to drive action”

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Reach is a data metric that determines the potential size (the maximum) of audience any given message could reach.

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The practice of explicitly requesting likes (or shares and comments) to increase engagement on Facebook. Facebook has adjusted its algorithm to reduce the visibility of like-baiting posts in users’ news feeds.

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The practice of identifying and resolving customer service issues on social media. Social customer service should be coordinated internally across departments so that an organization can respond rapidly to any customer inquiry on any channel. The most effective social customer service is proactive (prevent).

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The degree to which an organization can effectively use social media across multiple departments and geographies. “Scaling up social media” is an effort to coordinate social listening, engagement, and analytics among multiple groups while eliminating redundancy, confusion, and waste.

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Social relationship platforms are secure and scalable technologies that allow businesses to manage social media communications of any kind across departments and devices.

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A measurement of the value gained by a person or business from developing a relationship

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A strand of messages which represent a conversation or part of a conversation. Threads are essential to most forms of online communication, including social media, web forums, and email.

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Any social media user that you follow, who also follows you back

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Media that has been created and published online by the users of a social or collaboration platform, typically for non-commercial purposes.

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A engagement metric to assess how much you are interacting with your social audience. To calculate your response rate, take the number of mentions that you have replied to in a given time period and divide it by the total number of mentions you have received (excluding retweets).