7. WHY DO WE MONITOR AND
ANALYSE?
Crisis Prevention/
Fast
Crisis Management
Customer Relationship
Product issues/TechSupport
Issue Tracking
Internet PR
Competition Monitor
Insights and discovery
Slow
w
No analysis Deep Analysis
13. 1 RETRIVAL
• Identification of most relevant sources
• Definition of import keywords together with the clients
g
and key topics to track, brands, products, issues
competitors and so on
• What you want do find?
• In each languages from which country ?
• Are you interested to everything or “influencers”
• Are you keywords searchable?
And in which languages ?
14.
15. 2 DISTRIBUTION
• Key information delivery
• H quickly I need to receive the iinformation?
How i kl d i h f i ?
• In which format?
• Who should receive them?
• Which devices ?
16. 3 EVALUATION
• The evaluation process is important to correctly
identify topics discussed, evaluate the sentiment, rise
flags on important issues.
• Automatic evaluation made by software does not
provide an acceptable level of quality.
• How do I evaluate ?
• Which is the taxonomy I wan to use ?
• Is about products? Competitions? Corporate Issues?
Everything ?
17. 4 REPORTING
• A weekly or monthly report, done by analysts
provide useful information
• How do I organize the reporting?
• How often?
• How should I communicate it in the company?
18. 5 ACTION !
• Analysis must be integrated in a social media plan
• Define procedure for engagement
• Who in the organization should answer?
• How do we select the users comments that deserve
an answer ?
• Is there an approval process?
