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The Social Media Monitoring Tools and Services 2013 - The report offers elaborate profiles of two hundred fifty (250) Social Media Monitoring (SMM) tools and services worldwide including key product ...

The Social Media Monitoring Tools and Services 2013 - The report offers elaborate profiles of two hundred fifty (250) Social Media Monitoring (SMM) tools and services worldwide including key product features, product applications, industry coverage, pricing and client information (on more than 150 SMM tools and services), contact information and much more. The Analysis part of the Report also provides a detailed guide to selecting and using SMM tools and services, definition of important SMM concepts and key features, and up-to-date information on market trends including M&A activity in the SMM market. For more information, please visit http://ideya.eu.com/reports.html.

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  • Social Networks - e.g., Facebook, Google+, LinkedIn, Viadeo, MySpace, Meet-up, Tagged, Gather, Friendster, Netlog, Bebo, Orkut, Skyrock, Doximity, Ning, Digg, Naymz.com, doc2doc, VKontakte (Russia), Odnoklassniki.ru (Russia), Tuenti (Spain), Linternaute Copains d Avant (France), Hyves (Netherlands), StudyVZ (Germany), MeinVZ (Germany), iWiW (Hungary), Hyves.nl (The Netherlands), MiGente.com (Hispanic SN), Sonico (Latin America), Koprol (Indonesia), Mixi (Japan), 51.com (China), Bai Shehui/Sohu (China), Douban (China), Kaixin001 (China), Pengyou (China), Qzone/Tencent (China), RenRen (China), Ushi.cn (China), and othersMicro-blogging / Micro Messaging (e.g., Twitter, FriendFeed, Google Buzz, Tumblr, Plurk, Storify, Identi.ca, Sina Weibo (China), Tencent Weibo (China), Plurk (Taiwan), Nate Connect (South Korea), Me2Day (Korea), and others)Blogs (e.g., WordPress, TypePad, LiveJournal, MovableType, Blogger, Disqus, Blogdrive, Blogster, thoughts, Squarespace, Google’s Blogspot, Itsmy, Tistory (South Korea), Blogbus (China), and others)Discussion Boards And Reviews: Forums (e.g., vBulletin, IMDb), Classified (e.g., CraigList), Consumer Reviews (e.g., Amazon, TripAdvisor), Business Rating and Reviews (e.g., yelp.com, Customer Lobby, Epinions.com) Chat Rooms, Message Boards, Community Q&A (e.g.WikiAnswers, Google Answers, Quora) and othersVideo Blogging - A form of blogging that uses video rather than text/audio as its primary media source (e.g., Rocketboom)Multimedia Sharing Services: Photo Sharing (e.g., Flickr, Photobucket, Fotolog, Picasa, Imageshack, Tinapic, Tynapic, Webshots, Snapchat, Kaptur, Fotolog, Imgur, Instagram, Fotki, Pinterest - a pinboard-style social photo sharing website), Video Sharing (e.g., YouTube, Vimeo, Twitvid, Metacafe, DailyMotion, VideoLectures.net), Livecasting (e.g., Skype, Livestream, JustinTV, Ustream, BlogTV), Music and Audio Sharing (e.g., Last.fm, ccMixter), Presentation Sharing (e.g., SlideShare, Scribd), Podcast and Other Forms of Audio Content (e.g., iTunes, Podcast, Librivox, ESPN, NPR)RSS (e.g., Bloglines, FeedBurner)Events (e.g., Meetup.com, Eventful)Wikis - Collaborative publishing, e.g., Wikipedia, Wikimedia, Wikihow, Baike.com (China)Social Bookmarking And Social Tagging (e.g., Delicious, StumbleUpon, Diigo, Evernote, MeiWei (a sister-site of Delicious for Chinese users)Social News (e.g., Digg, Reddit)Virtual World (e.g., Second Life)Social Gaming - e.g., ZyngaMobile Social- e.g., Kik, Snapchat, WhatsApp Messenger, MessageMeWidgets - Mini web applications for distributing or sharing content across the social Web such as Share This.Mash-ups and others.

Social Media Monitoring Tools and Services 2013 - Presentation Social Media Monitoring Tools and Services 2013 - Presentation Presentation Transcript

  • Social Media Monitoring Tools and Services Report 2013 Based on the Analysis of 250 SMM Technologies I D E YA B U S I N E S S A N D M A R K E T I N G C O N S U LTA N C Y LT D C A M B R I D G E , U K , 22 N D O C TO B E R , 2 0 1 3
  • Contents • Introduction • Social Media Monitoring (SMM) Concepts, Benefits, and Applications • Understanding SMM Market and Market Trends • SMM Tools – Key Product Features • Data Management Features • Data Analysis and Visualization Features • Process Management and User Interface • Key Factors Impacting Purchasing Decision Ideya Business and Marketing Consultancy Ltd
  • We bring you the SMM Tools and Services Report 2013 with the expectation that it will save you time and guide you through a myriad of choices that now exist for social media monitoring and analysis. We conducted extensive market research of key product features, clients, and current pricing of the tools and services.This presentation is just a brief summary of the report findings. Enjoy this presentation, share it with your colleagues and peers and use it to improve your business. We hope you will find it useful and look forward to your feedback. For the full report please visit http://ideya.eu.com/reports.html. Introduction S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • Introduction - SMM Tools and Services Report 2013 • SMM Tools and Services Report, the 4the Edition • Features elaborate profiles of 250 social media monitoring technologies and services worldwide • Resulted from 2 months of extensive market research, interviews with experts and SMM vendors (June2013 – August 2013) • Careful examination of tool description on the official company and product Web site and supplemented that information with vendors’ comments, product reviews, and market reports in order to create a comprehensive profile for each SMM tool and service. • Report Structure: • Part 1: Analysis and Comprehensive Guide offering detailed overview of key product features, product screenshots, comparative analysis of products based on key features and much more (272 pages) • Part 2: SMM Tools and Service Directory featuring elaborate profiles of 250 SMM products and services (658 pages) © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Introduction - SMM Tools and Services Report 2013 MATURE BUSINESSES START-UPs, SMALL AND MIDSIZE COMPANIES That are interested in leveraging SMM tools and services to monitor SM communications and activities and to reach and engage with their customers and prospects SMM TOOLS AND SERVICE PROVIDERS That are interested in the market landscape and possibilities for partnerships, sales, or acquisitions SOCIAL MEDIA CONSULTANTS Who are looking for information about tools and tool features to complement their resources and expand their services INVESTORS WHO WILL BENEFIT FROM THE REPORT That are interested in broadening their understanding of the SMM tools and its applications and decide whether to develop their own tools or use external solutions Who are looking for investment opportunities and seeking information on technologies and companies. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Introduction - SMM Tools and Services Report 2013 • Our Approach – our services are fully adaptable to your needs: • Do It Yourself Approach • Customized Reports • Analysis Part – expand your understanding of key SMM concepts, benefits, product offerings, features and pricing • Customized Reports specifically tailored to meet specific clients’ needs for monitoring • Directory with access to 250 elaborate product profiles to choose from © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html • Comparative Analysis of Selected SMM Products and elaborate profiles
  • SMM Tools and Services Report 2013 - SMM Tools and Services by Current Status Number of Tools and Services 250 200 199 150 100 50 36 7 8 Beta Testing Free/Paid 0 Paid Free © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Distribution of SMM Tools and Services by Provider’s HQs Location HQs Location Number of Tools/ Services HQs Location Number of Tools/ Services United States United Kingdom 142 26 Australia Norway 2 2 Canada 14 United Arab Emirates 1 Germany Spain France Netherlands Russia Sweden Israel Singapore China Switzerland Italy 10 7 6 5 4 4 4 3 3 3 3 Chile South Korea Brazil India Austria Ukraine Finland Argentina South Africa Japan Belgium 1 1 1 1 1 1 1 1 1 1 1 © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html Number of Tools/Services 2% 2% 2% 2% 2% US 11% UK Canada Germany 3% Spain France 4% 57% 5% 10% Netherlands Russia Sweden Israel Others
  • Paid SMM Tools and Services (199)                        Adobe® Social Agility (PR Newswire) AlchemyAPI Amplified Analytics Brand Customer Experience (CX) Analysis Appinions™ Asomo Attensity Analyze, Attensity Respond, Attensity Command Center, Attensity Pipeline Augure Monitor (former iMente) Autonomy Explore/Explore Cloud BadgerCA / BadgerRisk bc.lab Beevolve Social Media Monitoring & Insight Platform B.I.G Screen™/BIG Connect Birdsong BlogMeter blueReport (Cognita AG) BrandChats (Tinval) Brand Embassy BrandMetric BrandsEye BrandSpotter Brandtology DCMS Brandwatch                          Dachis Daumsoft Mining Minds Dialogix Digimind 9 Digital PR/Vox Populi DJX (Dow Jones) Ebuzzing Social eCairn Conversation™ E.Life Tweetmeter Engage121 Engagor ethority Social Media Monitoring and Research evolisten™ evolve24 ExactTarget SocialEngage™ /formerly CoTweet Expion FirstRain FirstTweets™ (FirstRain) Flightdeck (The) ForeSee Satisfaction Analytics Genpact's Social Media Research Hearsay Social Marketing HubSpot IBM Social Media Analytics IBM® SPSS® Modeler Premium                         Moreover Metabase MotiveQuest mPACT, mPACT Connect, MutualMind NetBase Social Intelligence Platform Netbreeze Navigator (Microsoft Dynamics) NetEquity Netmonita (Intelligence Technologies) Netvibes Nexamaster, NexaLive, NexaMe, Nx API (Nexalogy Environics) Next Analytics Social Media Dashboard Newsdesk (Moreover Technologies) Noteca NUVI™ OnalyticaInfluenceMonitor, Managed Dashboard Opinion Tracker Oracle Social Engagement and Monitoring Cloud Service Oracle RightNow CX PeopleBrowsr Positive Press (Iterasi) QuestBack Radian6 (Salesforce.com) Raven SnapTrends - Social Intelligence                      Social360 SocialGuide Intelligence, Nielsen Twitter TV Ratings, Twitter TV APIs Social Radar (Infegy) SocialEye™ (Overdrive Interactive) SocialEyez™ SocialMetrix Echo Socialscape Sonar - Online Earned Media Insight SourceMetrics (former SWIX Analytics) Spiral16 Spotter (recently added) Spredfast Social Media Management System Sprinklr Social@Scale™ Sprout Social StatsMix Symscio Syncapse Measurement & Analytics Suite Synthesio Global Listening Platform, Synthesio Unity Engagement Platform Sysomos Media Analysis Platform (MAP) Sysomos Heartbeat Telligent
  • Paid SMM Tools and Services (199)                           Buddy Media BurrellesLuce iMonitor Buzzcapture BuzzForce™ and Social Media Dashboard /Oceanus Buzzient Enterprise™ BuzzMgr™ BuzzNumbers BuzzStream for PR and Social Media BuzzWatcher /AT Internet Campaign Commander Social Media Edition ChatterGuard CI Web 3.0 Observer, CI Web Audit/ Cogia Intelligence Cisco® SocialMiner CisionPoint Cision Social Media Clipit Cogito Search Explore Engine Commetric Media Analyser complexium Conversation Miner (Converseon) Coosto Crimson Hexagon ForSight™ CustomScoop Media Monitoring CustVox® CyberAlert’s Tools Cyveillance Brand Intelligence™                             Impact 360 Text Analytics Imooty Impactwatch InfoNgen Influence Analyser/ Commetric Infospeed™ web2monitor™ Integrasco IQBuzz IWOMmaster (CIC/Kantar Media) J.D. Power Social Media Insights JamiQ Jive's Fathom Social Media Monitoring Tools Kampyle Feedback Solution Kantar Media Monitoring and Evaluation Kontagent Social and Mobile Analytics Landau Media Online Monitoring Lenz/ former Press Army Lexalytics Salience 5 Linguamatics I2E Linkfluence Radarly ListenLogic Social Media Analytics Lithium Social Customer Suite Looxii Loudpixel MediaMiser Enterprise MediaVantage Meltwater Buzz Metrica Radar                          Report International Reputation Control Reputation Defender ® RepuTrace /RepuTrack Revinate Review Pro Rio SEO Social Remarketing & Analytics™ SAS® Social Media Analytics Scanblog Scanbuzz Search Monitor (The) SEER (VML, Inc.) SEM Experience Analytics SemanticForce Sentiment360 Sentiment (Macranet) Serendio VOC Shoutlet Silverbakk Simplify360 SIM Score (Razorfish) SIP:Enterprise (SinoTech) SDL SM2 SMART (Brandprotect) SMMART (Cierzo)      thismoment Brand Monitor™ Thomson One Public Relations ThoughtBuzz Traackr Tracebuzz  Trackur  tracx  Trendrr.tv  TrustYou ReviewAnalyst     Twelvefold uberVU Venuelabs/former Valuevine™ VendAsta's Reputation Management VICO Research - Look Out Viralheat Visible Intelligence® Vocus Marketing Suite Vocus Social Media Software WaveMetrix WE Twendz pro™ (The) WExPulse® WebDig™ Webtrends Social Measurement (Radian6) Whitevector Wobot YouScan Zeta Buzz SM Management              
  • SMM Tools In the Test Phase – Alpha and Beta Releases and Pilot Programs (Total 7)  BlogLevel  HelloSociety  SentiMetrix  Tribe Monitor  Twazzup  TweetLevel  VOZIQ SMM Tools with Free and Paid SMM Services (Total 8)  Hashtags  HootSuite  Klout  Kred (PeopleBrowsr)   RowFeeder (Simply Measured) Topsy  Twitalyzer  TweetBeep Free SMM Tools (Total 36)          Addict-o-matic Blogsearch Board Reader Boardtracker Del.icio.us Faves Friend Feed Google Trends Icerocket          Livedash Mentionmap MetaCaffe NodeXL Omgili PeerIndex Samepoint Search (Facebook) Social Mention          SocialSeek Technorati Tinker TipTop Topsy Free Analytics TweetDeck TweetFeel /Conversition Twilert Twingly          Twitscoop.com twitt(url)y Twitter Analyzer Twitter Grader Twitterfeed Twitter Search Viral Video Chart Who's Talkin Xefer Twitter Statistics
  • SMM Tools and Services - Customer Position • The Availability Of Hundreds Of Tools Is Exciting, But Can Be Confusing! There Are So Many “Best Tools”, But Only A Few Can Meet Your Specific Businesses Objectives! • Most of the businesses are struggling with selecting the right SMM tools and services • Each product offers specific set of functionalities and differs in focus, media and language coverage and approach, with some tools focusing more on engagement, publishing and workflow management, while other offering strong analytics and reporting functions. SO MANY OPTIONS?! WHICH TOOL IS BEST FOR OUR BUSINESS NEEDS and OBJECTIVES! WHICH TOOLS ARE USED BY OUR COMPETITORS? WE NEED A TOOL THAT MONITORS FACEBOOK, TWITTER AND FORUMS AND COVER SEVERAL GEOGRAPHIC REGIONS: US, EUROPE, CHINA AND RUSSIA WE NEED A TOOL WITH A GOOD WORKFLOW MANAGEMENT THAT SUPPORTS MULTIPLE USERS ACROSS VARIOUS DEPARTMENTS; OUR BUDGET IS LESS THAN $600 PER MONTH WE WANT A TOOL WITH ENGAGEMENT FUNCTION TO ALLOW US TO QUICKLY RESPOND TO POSTS, TWEETS AND ALSO PUBLISH INFORMATION WITHOUT LEAVING THE APPLICATION WE NEED A TOOL THAT MONITORS SOCIAL CAMPAIGNS AND BENCHMARK OURSELVES AGAINST OUR COMPETITORS WE NEED A TOOL TO ADDRESS OUR CLIENTS’ COMPLAINTS AND STRENGTHEN CUSTOMER LOYALTY - WHICH TOOLS CAN PROVIDE SENTIMENT TRACKING AND DETAILED INFORMATION ON KEY INFLUENCERS ACROSS SM CHANNELS DO WE NEED TO EMPLOY ONE OR TWO SMM TOOLS? WE WANT THRESHOLD ALERTS TO INFORM US ABOUT SIGNIFICANT CHANGES... © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Products Differ In Terms Of Product Features, But the Difference is Slowly Diminishing - % of Products Offering A Specific Feature 2013 vs. 2012 CRM 39% 25% 41% Engagement Function Workflow Management 61% 54% 54% 60% Customizable Dashboard Campaign Mgmt & Monitoring 51% 58% Competitive Analysis Word / Tag Cloud or Clusters 46% 32% Topic /Theme Analysis 64% 56% 87% Trend Analysis % of Products Offering Specific Feature Viral Content Tracking 2013 vs. 2012 Influencer Analysis & Profiling 84% 15% 14% 72% 61% 2013 (%) 34% Human Sentiment Analysis 2012 (%) 28% 66% Automated Sentiment Analysis 62% 21% Filtering by Demographics 20% Filtering by Keyword 45% 37% 47% Filtering by Geography 45% 66% Filtering by Media Data Archiving 63% 55% 40% API Integration 44% Data Export 56% 61% 68% 64% 70% Data Alerts Ideya Business and Marketing Consultancy Ltd 72% 62% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
  • Strategic Approach to Selecting and Employing SMM Tools and Services © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Social Media Monitoring Concepts and Applications S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • Key SMM Concepts - SMM Product Definition • SMM tools are software applications, which enable companies to gather, categorize, analyze, monitor and possibly engage in online conversations about companies, brands, products, competitors, industry and other topics of interest across different social media platforms. • They help businesses analyze data and identify business insights, understand their customers, prospects, key industry influencers and opinion leaders, and discover in real time what they are saying about their brand, products, reputation and their competitors across the social Web. • Significant number of tools offers engagement function, which allows organizations to participate in these conversations in real time, as well as workflow management support to assist with the dissemination of social media data within the organization and coordination of the analysis and responses. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Key SMM Concepts - Social Media Monitoring Tool Capabilities
  • Key SMM Concepts – Media Coverage - Common Types of Social Media / Examples         Social Networks Micro-blogging / Micro Messaging Blogs Video Blogging Social Bookmarking And Social Tagging Social News Wikis Discussion Boards And Reviews: • Forums • Classified • Consumer Reviews • Business Rating and Reviews • Chat Rooms, Message Boards, • Community Q&A © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html  Multimedia Sharing Services: • Photo Sharing • Video Sharing • Livecasting • Music and Audio Sharing • Presentation Sharing • Podcast & Other Forms of Audio Content  RSS  Events  Social Gaming  Virtual World  Mobile Social  Widgets  Mash-ups and others.
  • Key SMM Concepts – Media Coverage - Examples • Some SMM tools also allow extraction, monitoring and analysis of: • Online news, print, TV, radio, internal and external databases (e.g., client data, information aggregators and databases such as LexisNexis, Factiva, professional specialized database, etc.) • The content clients may license directly or specific sources that the client wants to process. • Extraction of the following types of sources formats: • e.g., comments, initial posts, articles, pdf, ppt, word, online videos/photos, email, audiovisual clips and scripts, CRM, database, and others. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Understanding Key SMM Concepts and Benefits - Key Social Media Monitoring Benefits Discussed – Understanding the benefits and possible applications of SMM technologies is of outmost importance Generate More Qualified Leads Key Business Goals: Shorten the Sales Cycle Create Thought Leadership Increase Sales, Market Share, Improve Visibility, Awareness, Advance Brand Advocacy and Increase Brand Value Customer Retention, Improve Brand Reputation and Counter Negative Perception Operating Margin, Identify and Create New Partnerships ROI Reduce Marketing, Market Research, Research & Development, IT, Recruitment, and other Operating Costs Test Ideas and Launch Product Improve Customer Services, Experience, Satisfaction and Customer Retention Ideya Business and Marketing Consultancy Ltd
  • Understanding Key SMM Concepts and Applications - Key Product Applications Discussed How Can SMM Tools Support Key Areas Of Business? Marketing & Corporate Communication Public Relations (PR) Event Management Search Engine Marketing Market Research Advertising Investor Relations (IR) Social Media Marketing Business Development, Sales and Lead Generation Product R&D and Innovation Management Operations Customer Services Legal (Corporate Governance / Risk Management) Ideya Business and Marketing Consultancy Ltd Human Resources
  • Understanding Key SMM Applications - Key Product Applications Discussed Top 30 Most Cited Product Applications By SMM Vendors (30 Out 67) Marketing & Communications Market Research Corporate and Brand Reputation Management Public Relations (PR) Customer Support/Customer Issues and Complaints Competitive Analysis (e.g., understand activity and sentiment on competitors) Sales, Lead Generation, Business Development Research and Product Development / Innovation Campaigns Monitoring Customer Opinion Tracking/Insights (e.g., mine SM for consumer insights on a brand, product , category, etc.) Crisis Management (monitor online activity to prevent and manage crises) Business and Market Intelligence HR Management and Planning (e.g., Employer Insight, Identification Of Talent, Recruitment), Brand Monitoring & Benchmarking (e.g., track and measure activity and sentiment on brand, company, product, category, etc.) Advertising (e.g., optimization of advertising mix) Brand Strategies: Influence Identification, Activation, Advocacy Programs, Loyalty Management, Community Support & Management, etc. 176 128 104 100 98 © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html 78 68 61 59 56 42 37 18 17 16 16 Risk Assessment / Risk Management Product Launch (Pre- and Post Product Launch Insight) Influencer Identification, Relations, Outreach & Engagement activities with Media and Influencers Product Management (e.g., Product Marketing, Product & Service Optimization, R&D, Innovation, Product Launch Assessment, Category Driver Assessment) Social Media Monitoring and Management Investor Relations Brand Marketing (e.g., Brand Analysis, Category Analysis, Brand Positioning, Brand Health Check, etc.) Social CRM Management Client/Consumer Satisfaction Measurement and Management Defensive Monitoring & Brand Protection, Early Warning System, Alerting Government (Legislative Analysis, Public Policy Analysis, Digital Diplomacy Research, Public Diplomacy, Economic Development Research, Foreign Policy Research, Monitoring & Evaluation, Politics (Election Prediction, Conflicts), Public Safety, etc.), Social Media Marketing / Inbound Marketing Customer Experience Management Corporate Governance and Compliance 16 15 14 14 11 11 10 10 10 8 8 7 7 7
  • Understanding SMM Market and Market Trends S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • Understanding SMM Market and Market Trends • Market Growth • SMM market continues to demonstrate further growth but at a lower rate • Market Dynamics • Big players entering the market (IBM, Cisco, Adobe, Google, Oracle, Microsoft, Hewlett Packard, SAS, and others) • Partnership on the rise to deliver more strategic insights for businesses • SMM in Russia still in its infancy with a great potential for partnership to tackle vast Russian market • Emergence of Social TV opens up new opportunities for SMM and Analytics • Merger and Acquisition Activity slows down in 2012 in comparison to the last year • Positive impact of free SMM tools on SMM businesses Ideya Business and Marketing Consultancy Ltd
  • Understanding SMM Market and Market Trends M&A Activity in SMM Market (Period 2005-2013) 60 53 Number of Deals 50 40 40 35 30 19 20 13 10 4 4 5 5 2005 2006 2007 2008 0 Ideya Business and Marketing Consultancy Ltd 2009 2010 2011 2012 2013 (2nd Quarter)
  • Understanding SMM Market and Market Trends • Technology Innovation • Continuous advancement in SMM technologies and features • Expansion of Media and Language Coverage • Increased Industry Specialization • Bringing Owned and Earned Media together • More structured approach to online monitoring and engagement • Increase importance of Social CRM • Taking on the challenges of developing right metrics • Increased popularity of Smart Data and Predictive Analytics • Increased Importance of Mobile Platforms continues • Customer Position • Increasing adoption and investment in SM technologies at a slower pace • Business still struggling with the tool selection and social media monitoring Ideya Business and Marketing Consultancy LTD
  • Understanding SMM Market and Market Trends - Increased popularity of Smart Data and Predictive Analytics PREDICTIVE ANALYTICS (EXAMPLE) - Adobe® Social Predictive Publishing Offering Predictive Analytics, DataDriven Recommendations, and Social Content Optimization - Increased Importance of Mobile Platforms continues Many SMM tools seek to leverage mobile devices – e.g., HootSuite Mobile
  • Social Media Monitoring Tools Key Product Features S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • SMM Tools - Key Product Features Data Acquisition Alerts Data Management Coverage Data Latency Data Export Data Cleaning For Spam Application Programming Interface (API) Integration Media Coverage Language Coverage Geographic Coverage Industry Specific Coverage Data Archiving Media Statistics Filtering and Sorting of Results Sentiment Analysis Influencer Profiling and Analysis Data Analysis and Visualization Automated Human Viral Content Tracking and Analysis Trend Analysis Topic and Theme Analysis Word/Tag Cloud Competitive Monitoring and Analysis Campaign Monitoring and Measurements Standard/ Pre-defined Process Management and User Interface Dashboard Workflow Management Customizable Dashboard Customer Relationship Management (CRM) Factors Pricing Clients Year of Product Release Product Applications Industry Focus Company Size Ideya Business and Marketing Consultancy Ltd
  • Data Management Features S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • The Tool Key Features - Data Management Features - Key Data Management Features Media Coverage Language Coverage Data Coverage Data Acquisition Data Latency Data Management Features Geographic Coverage Industry Specific Coverage Data Cleaning For Spam Data Alerts Data Export Application Programming Interface (API) Integration Data Archiving Ideya Business and Marketing Consultancy Ltd
  • Data Management Features - Data Acquisition • Coverage • • • • Media Coverage Geographic Coverage Language Coverage Industry Specific Coverage • Which tools offer the broadest media, geographic and language coverage? • Data Latency • Ranges from a few seconds to 48 hours depending on the source and data processing • Which tools offer near to zero data latency? • Data Quality • Data Cleaning for Spam and Duplicates is of outmost importance • Bad data and analysis may also result from incomplete assessment of variables and wrong assumptions, omitted data by commercial services, relevancy of content, and inaccuracy of result and analysis. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Key Data Management Features – Media and Language Coverage SMM Tools and Services Report 2013 TABLE. 10 SMM Product Comparisons by Media and Language Coverage (SAMPLE) Product/Company Information  Adobe® Social  Brandwatch Media Coverage Language Coverage Facebook, Twitter, LinkedIn, Google+, Reddit, Tumblr, YouTube, Foursquare, Flickr, Instagram, Blogs, Forums, Message Boards Languages: (17); User Interface: English, French, Traditional Chinese, Simplified Chinese, German, Japanese, Korean, Portuguese, Spanish; Listening: English, French, Traditional Chinese, Simplified Chinese, German, Japanese, Korean, Portuguese, Spanish, Russian, Dutch, Norwegian, Swedish, Italian, Indonesian, Hebrew, Arabic; Sentiment Analysis: English, French, Simplified Chinese, German, Japanese, Portuguese, Spanish, Russian, Dutch, and Italian.; Geographic Coverage: Worldwide; Social networks (e.g. Facebook, Google+), Microblogs (Twitter, Sina Weibo), Video sharing sites (e.g. YouTube), Image sharing sites, Blogs, Discussion forums, News services (international, national and regional), Corporate sites, Q&A sites, Review sites and others Languages: Brandwatch language coverage spans across 25 languages (which includes automated sentiment and topic analysis), including Arabic, Brazilian Portuguese, English, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese (European), Russian, Spanish, Swedish and Turkish. Geographic Coverage: Global (coverage is based on language, not location) Source: Social Media Monitoring Tools and Services Report 2013 Ideya Business and Marketing Consultancy Ltd
  • Key Data Management Features - Industry Coverage SMM Tools and Services Report 2013 TABLE 11. Industry Coverage – List of SMM Tools and Services (SAMPLE) Examples of SMM Tools and Services with Industry specialization: Industry Focus  BuzzForce™ and Social Media Dashboard/Oceanus Experience in 20 industries including Auto, IT/Consumer Electronics, Electronic Appliance, Baby, Cosmetics, Social/Military, Travel, Economy/Finance, Pet, Education, Real Estate, Game, Sport, Entertainment, Health, Career, Fashion, Regional media and others  SnapTrends™ SnapTrends™ offers services and solutions for enterprises across all industry sectors including Politics (Election Operations & Candidates/Parties/Issues), Public Safety (Police/Fire/Ambulance), Government (Federal/State/Local), Education (Higher/K-12), Commercial Energy, Media/Entertainment/Journalism, Event Operations (Sports, Concerts, Trade Shows, etc.), Multi-location corporate (Retail/Restaurant), Security (Home/Small Business/Corporate) and Professional Consulting/PR firms Source: Social Media Monitoring Tools and Services Report 2013 Ideya Business and Marketing Consultancy Ltd
  • Key Data Management Features - Alerts and Data Export • Alerts (70%) • Which tools offer standard or /and threshold alerts? • STANDARD ALERTS: triggered by specific keyword or phrase that is monitored • THRESHOLD ALERTS: triggered when user key metrics exceed or fall below expectation (sudden increase in negative comments, decrease of share of voice, unusual feedback patterns that can indicate potential issues, etc.) • Typically offered via emails, RSS feeds or SMS and delivered on an hourly, daily, weekly or monthly bases, depending on the client preference. • Data Export (68%) • Enables companies to export data and extract insight into various formats such as xls, csv, doc, txt, pdf, html, sif, sgmml, image file formats (jpeg, gif, png), Pajek (.net), UciNet (DL) and other formats for further customization, analysis and reporting. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Key Data Management Features - API Integration, Data Archiving • Application Programming Interface (API) Integration (56%) • Important for companies with more complex SM programs and extensive custom sources and applications • Allows users to integrate the platform with other systems to dive deeper into social data across enterprise business applications. Some of the 3rd party apps that can align SMM with overall business strategy and tactics include: • COMPANY’S CRM SYSTEMS • BUSINESS INTELLIGENCE SYSTEMS, • COLLABORATION TOOLS • WEB ANALYTICS • SOCIAL ENTERPRISE PLATFORMS • ENTERPRISE SYSTEMS • SM PLATFORMS • MOBILE • COMPLIANCE SYSTEMS and others. • Data Archiving for Historical Benchmarking & Compliance (55%): • Allows users to store and archive their individual content, have a complete control over their data and perform various analyses based on the compiled data. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Key Data Management Features TABLE 12. SMM Product Comparison Based on the Key Data Management Features: Alerts, Data Export, API Integration, and Data Archiving – List of SMM Tools and Services (SAMPLE) Alerts Date Export API Integration Data Archiving  Adobe® Social Yes Yes Yes Yes  Brandwatch Yes Yes Yes Yes  SnapTrends™ Yes Yes Yes Yes  Synthesio Global Listening Platform, Synthesio Unity Engagement Platform Yes Yes Yes Yes Product/Company Information Source: Social Media Monitoring Tools and Services Report 2013 Ideya Business and Marketing Consultancy Ltd
  • Data Analysis and Visualization Features S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • The Tool Key Features and Factors Impacting Selection Process - Key Data Analysis and Visualization Features Media Statistics Filtering and Sorting of Results Automated Sentiment Analysis Human Influencer Profiling and Analysis Data Analysis and Visualization Viral Content Tracking and Analysis Trend Analysis Topic and Theme Analysis Word/Tag Cloud Competitive Monitoring and Analysis Campaign Monitoring and Measurements
  • Data Analysis and Visualization Features - Media Statistics, Filtering and Sorting Options • Media Statistics • These statistics refer to the number of mentions, posts, or hits that are generated through the social media engagement (e.g., count of mentions, share of voice, audience engagement, conversation reach, etc.) • Filtering of Results (21- 66%) • Filtering helps users to find the most relevant data in their search universe • Enables users to categorize, view, and analyze data from different perspectives, generates highly tailored reports, but also drills down to individual results and details • Often combines a comprehensive data collection and advanced text analytics that are applicable across: • Media types, Languages, Geography (country, region, state and/or city), Topic (respective keyword/phrase), Sentiments, Demographics of active users and voices (by age, gender, location, and occupation of people driving the conversation), and others • Sorting of Results • Sorting of results by Influence, Profiles, Date, Source credibility, Relevance and others. • + © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Data Analysis and Visualization Features – Filtering of Results (examples) Admin Campaign Geo Filters - MutualMind Filters and Semantic Analysis Opinion Tracker Definition of Filters - Augure Monitor Dashboard
  • Data Analysis and Visualization Features – Filtering of Results (examples) Search Results and Word Cloud/Filtering Options By Topics, People, Organizations, Speakers, Speech, HashTags, Twitter mentions - SpotterAnalytics Filtering by Gender: Segmentation by Demographics - IBM Social Media Analytics
  • Data Analysis and Visualization Features – Filtering of Results (examples) Interactive Geo-Location Map With the StreetLevel Zoom Capability - NUVI™ Dashboard Single Lens, Twitter Feed, Heat Map Overlay Single listening lens with secondary drill down lens feature. Coverage of larger irregular shaped geographic areas - SnapTrends™
  • Data Analysis and Visualization Features – Sentiment Analysis • Sentiment Analysis: Automated Sentiment Analysis (66%); Human Sentiment Analysis (34%) • Typically facilitates business intelligence tasks and helps companies to • • • • • Monitor sentiments of conversations about the company, its products, competitors, Discover themes that are driving negative or positive conversations, Track success of marketing campaigns, Identify customer complaints, Track public viewpoints and perform trend prediction in sales or other relevant data. • Key questions: coverage (selected conversations / all conversations), language coverage of sentiment analysis, algorithm effectiveness, etc. Key Metrics (examples): • The sentiment trends identified by current SMM tools are still • Sentiment Ratio not precise, but only indicative of general directions • Net Sentiment of Brand • Accuracy of the Sentiment Analysis may range between 59-87% , as it cannot account for context, irony, sarcasm, slang or interpretation. • Human Sentiment Analysis involves human expertise, either through the support of analysts or allowing users to review and manually override system generated sentiments • • • • Net Sentiment of Industry SIM Score Net Positive Sentiment Idea Impact
  • Data Analysis and Visualization Features – Sentiment Analysis (examples) Key Performance Indicators / Sentiment Analysis - TrustYou ReviewAnalyst Department Indexes With Colour-Coding Indicating Positive, Neutral and Negative Reviews - ReviewPro Human Sentiment Analysis: Manual Assignment of Sentiment - Brandspotter Volume, Sentiment, Sentiment Trending, Share of Buzz, ROI, Comparison Issues, Individual Posts, Trending Topics, Sentiment Comparison by Competitors, and others - Buzzcapture Dashboard
  • Data Analysis and Visualization Features – Sentiment Analysis (examples) Sentiment Analysis: Sentiment Trending - BuzzWatcher Dashboard Negative Mentions by Location - MutualMind Dashboard Sentiment Analysis - % of Positive Sentiments by Industry and Competitors, Sentiment Trending and Specific Mentions - Revinate Dashboard
  • Data Analysis and Visualization Features – Sentiment Analysis (examples) Buzz Analysis including Sentiment Analysis - web2monitor Dashboard Sentiment Barometer, Community Loudest Voices, Biggest Critics, Best and Worst Outlets - Engage 121 Dashboard
  • Data Analysis and Visualization Features – Influencer Analysis • Influencer Analysis and Profiling (72%) • IDENTIFY KEY INFLUENCERS/OPINION LEADERS - key influencing blogs, sites, individuals or networks that are leading online conversations and shaping opinions about their brand, products or specific topic of interest. • Opinion Leaders • ADVOCATES: a driving force behind recruiting new customers and impacting consumers’ purchasing decisions or company reputation, or supporting and promoting particular issues on ongoing bases • DETRACTORS: key critics of the company brand. • ACCESS INFLUENCER INFORMATION AND PROFILES – Understand who these people are, what is their relationship to the company’s brand and their potential value (are they customers, prospects, advocates, disappointed customers with a complaint, industry experts, etc.), what their other interests are (analyze all comments of identified influencers) using both quantitative and qualitative content analysis • Profiling: male or female, age, job, country of residence, hobbies, married, divorced, etc. Some Influence Measures Discussed: • • • • • • • • • • • • • • • • • • Share of Mind (SOM) Percentage of Active Advocates Advocate Influence Advocate Impact Engagement Score Influence Score Klout Score Kred Score - Influence and Outreach Level PeerIndex Score Brandwatch Impact Score TweetLevel BlogLevel Traackr Appinions Influence Score mBlast's mPACT Score SpotRight/Spot Influence Sprinklr Pinfluence Score, and others • ENGAGE WITH INFLUENCERS © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Data Analysis and Visualization Features – Influencer Analysis (examples) Bubble Stream Chart Combining Commenter's Influence and Sentiment - NUVI™ Opinion Holder Share of Voice - Asomo Dashboard Influence Gap Report - Showing Share of Influence versus Topic or Competitors - Appinions™ Influencer Analysis: Share of Voice By Author Behaviour IBM Social Media Analytics
  • Data Analysis and Visualization Features – Influencer Analysis (examples) Influencer Profiling: Twitter Profiles - HootSuite Dashboard Influencer Profiling: A Comprehensive View of an Individual's Public Content across the Web, Filtered by Topic and Ranked by Their Potential Impact on the User's Business - mPACT Influencer Profiling - Traackr A-List Sorted by Influencer Rank Influencer Profiling - Twitalyzer
  • Data Analysis and Visualization Features Influencer Analysis – Social Network Analysis • Social Network Analysis - observes social structure and impact, quality or effectiveness of a relationships between individuals or group of individuals or organizations. • An open source solution, NodeXL, offers a wide range of generic network metrics that can be used to learn about network properties and interpret them in a specific context. Such network metrics are: • Degree Centrality: a popularity measure, • Betweeness Centralities: bridge scores for boundary spanners, i.e. individuals who connect disparate parts of a network, • Closeness Centrality: a distance score for broadly connected people, • Eigenvector Centrality: influence scores for strategically connected people, and many others. Example: NodeXL Visualization of a Twitter Network using “Graph in Box” Layout Applied To Network Clusters • Which other SMM tools offer Social Network Analysis (SNA)? © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Data Analysis and Visualization Features - Viral Content Tracking & Analysis and Trend Analysis • Viral Content Tracking and Analysis (15%) • Focused on tracking and measuring the viral reach and impact of a specific story or a message on the Social Web. • Typically includes monitoring a reach of a specific brand and topics around the brand by considering how many people read, post, link or share specific piece of content or information. • Some of the viral metrics include measures of spread, social velocity, direction, amplitude, period (the duration of conversation), and others. • Trend Analysis (87%) • In the context of SMM, the term trend analysis refers to the collecting particular information over time and identifying changes in pattern or trend within SM content: • E.g., changes in volume of conversations, share of online conversation over time, trends against competing brands and products, sentiment trending, trending topics, user trends, message/day trend, trending #hashtag , trending links, etc. • Historical Data Coverage: ranges from one week to several years • In many cases at least 6 months of historical data is of great value to detect key trends and justify the budget expenditure © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Data Analysis and Visualization Features Trend Analysis (examples) Volume of Posts Over Time and Sentiment Trending Beevolve Social Media Monitoring & Insight Platform Trend Analysis - IWOMexplorer™ Dashboard Trend Analysis for Multiple Topics, Filtering Options By Sentiment and Media Source - BrandSpotter Dashboard
  • Data Analysis and Visualization Features - Trend Analysis (examples) Dachis Group News Trend Dashboard With Highlighted Trends Showing The News That Matters for Real Time Marketing Dachis Group Social Trends Board That Automatically Reveals Topics and News That Matter Most To A Brand's Specific Audience Showing How Long The Topic Has Been Trending, How Important It Is To the Brand Audience, and Whether Other Brands Have Already Started To Participate Evolving Topic Trend - IBM Social Analytics
  • Data Analysis and Visualization Features - Topic Analysis, Word/Tag Cloud, Clustering • Topic and Theme Analysis (64%) • In-depth analysis of online posts or comments around specific topic of interest to identify key themes and uncover potential issues • Explores the context in which a brand is being discussed • Word/Tag Cloud (46%) • Word Cloud shows the reoccurring topics of conversations about company, brand, campaign or industry issues • Helps understand key themes around the brand or topic of interest and enable quick filtering through a large amount of content • Tag clouds are defined as visual presentations of a set of words, typically a set of tags, in which attributes of the text such as size, weight or colour can be used to represent features (e.g., frequency) of the associated terms (Keane, 2007) • Examples: word/tag cloud by brand, competitors, industry, media, sentiment, etc. • Clustering • Shows the most common words and connections between words that are commonly used together © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Data Analysis and Visualization Features – Topic Analysis (examples) -Contact Center Topics, Hot Interaction Clusters, Breaking Topics, Sentiment - Autonomy Explore Dashboard Topic Analysis - Word Burst Chart with Keyword Categorization and Sample Mentions - NUVI™ Buzzforce™ Topic Analysis showing a graph with Brand Attributes, Competitors, Hot Topics, Product Attributes, Products, Purchase Related Concept
  • Data Analysis and Visualization Features – Topic Analysis (examples) Key Concepts Credit Card Market (Trending, Fees, Media Share, Problems Associated with Credit Card, etc.) - Digimind Dashboard Top 10 Topic Analysis Interactive Chart by Media Types (Recipes, Products, Communication/Marketing, Brand/ Corporate, Management, Distribution, Price, Environment / Ecology, Health/ Nutrition/Diet) - Vox Populi Dashboard Topic Analysis: Differentiating and Common Terms/Topics for Different Brands Visible Intelligence®
  • Data Analysis and Visualization Features – Word/Tag Cloud, Clustering (examples) Clusters: Like a word cloud, cluster shows the most common words, but also reveals connections between words that are commonly used together. Cluster Analysis: Crimson Hexagon ForSight™ Dashboard Word Cloud with Positive and Negative Hot Topics - VOZIQ 3D Visual-Mapping of Topics/Brands - Spiral16 Cluster Analysis: Interactive Map Showing Major Themes and Their Relationships - NexaMaster Lexical Map; - By clicking on a specific concept, users can see how the conversations are connected
  • Data Analysis and Visualization Features - Benchmarking and Competitive Monitoring & Analysis (examples) • Benchmarking and Competitive Monitoring and Analysis (72%) • Benchmarking analysis: analyzes company’s performance against industry category or selected business competitors • Enables companies to understand how people talk about their competitors and identify competitive strength and weaknesses • Key measures (examples): • Comparison of reach, share of voice, their impact against competitors, competitive sentiments, product feature analysis, and others Competitive Analysis : Comparison by Number of Publications, New Fans and Followers, RT, Likes, Shares, Mentions, Engagement Level on Facebook and Twitter, List of Brand Posts and Reputation Trending - Radarly Dashboard / Linkfluence
  • Data Analysis and Visualization Features - Benchmarking & Competitive Monitoring and Analysis (examples) Competitive Analysis Graph by Sentiment - Brandtology Competitive Analysis: B.I.G. Screen™ Dashboard Competitive Analysis Graph (2 months) - Lenz Competitive Analysis: Topic Evolution - Brand Embassy
  • Data Analysis and Visualization Features Benchmarking & Competitive Monitoring and Analysis (examples) Channel Trends: Posts, Comments, and Likes Over Time By Competitor - Brandwatch Competitive Analysis Showing Sentiment, Mentions and Smart Tags Comparison - Netvibes Brand NPS™ by Channel - Amplified Analytics Competitive Analysis: ReviewPro Scoreboard including Global Review Index™, GRI™ Competition Average, GRI™ by Competitor
  • Data Analysis and Visualization Features Benchmarking & Competitive Monitoring and Analysis (examples) Competitive Analysis: Social Media Advocacy for a Brand and Its Competitors in Relation to Other Companies in the Social Business Index (Benchmarking Measures: Number of Advocates, Advocacy Engagement, Total Audience, and Audience Engagement) - Dachis Group Advocate Dashboard Competitive Analysis: Brand Volume Trending, Brand Reputation Trending, Share of Voice, Sentiment, Brand Comparison by Average Reputation and Discussion Volume - evolve24/ Mirror
  • Data Analysis and Visualization Features Benchmarking & Competitive Monitoring and Analysis (examples) Benchmarking Analytics Reports : Obama vs. Romney Comparison Tweets per Hour, Prolific Users, Recent Tweets and others - Hashtags.org Brand (Category) Customer Perception Amplified Analytics Competitive Analysis: Social Media Communication, Sentiment, Frequent Terms, Hotspots, etc. - VICO Research Dashboard Competitive Analysis: Volume of Posts and Share of Voice Report - Traackr
  • Data Analysis and Visualization Features - Campaign Monitoring and Measurement • Campaign Monitoring and Measurement (58%) • Help improve targeting and relevance of campaigns based on the customer insights, better understand customer value, measure and deploy campaign across channels more rapidly, and reduce marketing and IT costs • Many SMM tools help companies manage their SM campaigns and measure and optimize their impact. They typically offer • MEASUREMENT OF CAMPAIGN PERFORMANCE in terms of content performance, channel performance , influencer identification, and others, • Metrics: e.g., incremental sales/revenue after a particular promotion took place, conversions (for profit organizations), achieved mission (for not for profit), leads per dollar spent vs. traditional advertising campaigns, etc. • MANAGEMENT (reply, archive, delete, mark as spam, move to, tag as feature...), • INBOX (updates, mentions, direct messages, etc.), • CONTENT ARCHIVING and others. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Screen Capture 3: Adobe® Social - Social Campaign Details Data Analysis and Visualization Features - Campaign Monitoring and Measurement (example) Adobe® Social - Social Campaign Details including Goal Progress, Performance (Revenue, Click Through, Engagements, Conversion Rate, Engagement Rate), Campaign Timeline, Revenue by Link, Revenue by Post Type, and others
  • Key Data Analysis and Visualization Features SMM Tools and Services Report 2013 TABLE 18. SMM Product Comparison Based on the Key Data Analysis and Visualization Features: Sentiment Analysis, Influencer Analysis and Profiling, Trend Analysis, Topic/Theme Analysis, Word/Tag Cloud or Clusters, Competitive Analysis, Campaign Management and Monitoring (SAMPLE) Product/Company Information Automated Sentiment Analysis  Adobe® Social  Brandwatch Yes  SnapTrends™ Yes  Synthesio Global Listening Platform Yes Yes Yes Source: Social Media Monitoring Tools and Services Report 2013 Ideya Business and Marketing Consultancy Ltd Trend Analysis Yes Yes Yes Yes Yes Yes Influencer Analysis and Profiling Yes Human Sentiment Analysis Yes Yes Yes Competitive Analysis Campaign Mgmt & Monitoring Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Topic/Theme Analysis Word / Tag Cloud or Clusters
  • Process Management and User Interface Features S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • The Tool Key Features and Factors Impacting Selection Process - Process Management and User Interface Standard/ Pre-defined Dashboard Process Management and User Interface Customizable Workflow Management Customer Relationship Management (CRM) Ideya Business and Marketing Consultancy Ltd
  • Process Management Features and User Interface • Dashboard • A client interface that exposes SMM features, data and analysis. • Standard/ Pre-defined Dashboards • 40% of paid SMM tools provide a standard pre-defined dashboard • Customizable Dashboards (60%) • Offered by more sophisticated tools allowing users to personalize the monitoring environment and configure the dashboard to meet their specific needs • User can drag and crop components for monitoring, searching and analysis directly on the dashboard and arrange them appropriately. • Which tools offer customizable dashboards? © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Process Management Features and User Interface – Customizable Dashboard (examples) Customizable Dashboard: VICO Research Social Media Cockpit - Top Topics, Trends, Hot Terms, Source Distribution, Emerging Tags, Top Decreased Terms, etc. Cision Social Media Customizable Dashboards Posts, Word Cloud, Top Media Sources . Venuelabs Customizable Dashboard Examples: Recent Photos Taken, Online Reach, Customer Age Demographics, Negative Sentiment Topics, VenueRank Trend By State, State to State Comparison, Biggest Critics
  • Process Management and User Interface Features • Workflow Management (61%) • Offers a wide range of admin, productivity and collaboration tools, as well as complex permission management • Enables companies to set processes, priority levels and classification of collected data, and engage with their audiences in a broader, consistent and more planned manner • Allows agencies to work on behalf of variety of clients without having to have numerous accounts and offers collaborative workspace for key spokespeople or team members for issue briefings, for updates on projects in progress or enabling client review, comments or approval • Workflow Management is essential for organizations that either • Need to share SM insights with multiple stakeholders within the organization, • Have multiple social accounts across the organizations and utilize multiple SM channels, • Rely on sales network of local agents or franchisees that might operate a vast number of Facebook pages not monitored or controlled by the corporate departments, • Operate in a highly regulated industries, where a lack of compliance can results in legal or regulatory problems. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Process Management and User Interface Features • Key Elements of Workflow Management (examples) • COMPLEX PERMISSION MANAGEMENT over the access to the specific parts of the dashboard, unified inbox and capabilities enabling managers to fully administrate teams • STANDARD OR CUSTOMIZABLE WORKSPACE WITH SOCIAL INBOX, FOLDERS AND TAGS equipping the project team members with the same toolbox: e.g., respond/reply feature, delete comments function, tagging function to allow work to be routed to the appropriate team, selection of SM channels for posting, custom labels, annotation, read and unread article variables, topic archiving, manual sentiment assignment, setting alerts, viewing reports and team audit trails, etc. • PUBLISHING CONTENT ADMINISTRATION FUNCTIONALITY AND TOOLS to support creation, drafting, editing, and content scheduling (content calendar), distribution of content to a specific group, campaign or segment, status assignment (e.g., needs approval and edit, approved), links and attachments assignment (photos, video), and others, • CENTRAL FILE LIBRARY where users can upload documents to be accessible by all team members across the company (e.g., logos, SM templates, product shots, stock responses to product questions, etc.), corporate history of all campaigns, best practices, etc., • ACCOUNT MANAGEMENT FEATURES that may include unique user ID for activity tracking and compliance, user connections, profile, contacts, outlets/business unit, alert/status, account history, statistics, etc., • OTHER FEATURES: tools for survey, gifts, coupons, events, games, and others. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Process Management and User Interface Features – Workflow Management (examples) Workflow Management Component SocialEye Dashboard Workflow Management Simplify360 Dashboard Workflow Management: Calendar Publishing View Adobe Social Workflow Management :The Megaphone for sending messages across the social web based on social network, location and/ or language - CoTweet / ExactTarget SocialEngage™
  • Process Management and User Interface Features – Workflow Management (examples) Workflow Management: Setting Up and Customization of Status Levels of Messages to Improve Tracking, Routing, and Response Time Sprinklr Social@Scale™ Workflow Management: Social Inbox - Spredfast Social ReviewPro Workflow Management - Ticket System To Assign Tasks To Other People Within A Hotel/Chain
  • Process Management and User Interface Features – Workflow Management (examples) Workflow Management: Workflow Report Including Conversations, Sentiment, Key Metrics and Filtering Options - Brand Embassy Workflow Management: Service Level Agreement (SLA) Response Time Reporting Dashboard with Compliance Monitoring - Sprinklr Social@Scale™ Workflow Report - Ambassadors' KPIs, team performance (Outbound, Average Response time and Solution Time, Customer Journey Length) - Brand Embassy Workflow Management: Service Level Agreement (SLA) Response Time Distribution - Sprinklr Social@Scale™ ™
  • Process Management and User Interface Features • Customer Relationship Management (CRM) (39%) • Traditional CRM systems are designed to help companies effectively manage relationships with current and potential customers. • Social CRM allows organizations to manage and organize their social contacts, keep track of all their communication history, user profile information, notes, and reminders. Users can set reminders per contact, view contacts’ social media presence, sort and flag messages, and much more • They combine transactional data and conversations with personal details that have been collected from SM providing organizations with valuable and more accurate information on their individual clients or trends impacting their business in real time. • Many SMM technology providers integrate operational capacity of CRM systems (e.g., Salesforce.com, SugarCRM, Microsoft Dynamics CRM, SAP, Oracle, and many others) • 39% or 98 SMM tool providers featured in the SMM Report currently offer their own CRM system or allow integration with 3rd party client CRM systems. © 2013 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
  • Process Management and User Interface TABLE 19. SMM Product Comparison Based on Process Management and User Interface: Customized Dashboards, Workflow Management, Engagement, CRM (SAMPLE) Customizable Dashboard Workflow Management Engagement Function  Adobe® Social Yes Yes Yes  Brandwatch Yes Yes Yes Allows integration with third party client CRM systems No (Standard Dashboard) Yes Yes Allows integration with third party client CRM systems Yes Yes Yes Allows integration with client CRM systems (e.g., Salesforce, Siebel eBusiness, Oracle, SAP, etc.) Product/Company Information  SnapTrends™  Synthesio Global Listening Platform Source: Social Media Monitoring Tools and Services Report 2013 Ideya Business and Marketing Consultancy Ltd Offer CRM System or Integration with 3rd party products
  • Factors Impacting Selection Process S MM TO O L S A ND S E R VI CE S R E P O R T 20 13
  • Factors Impacting Selection Process - Key Factors Impacting Selection Process Key Product Applications Factors Impacting Selection Process Pricing Experience - Clients Experience -Year of Product Release Industry Focus Company Size and Offices
  • Factors Impacting Selection Process SMM Tools and Services Report 2013 TABLE 8. SMM Tools – Key Functions and Product Applications (SAMPLE) SMM Tools and Services Key Functions/Areas Key Product Applications  Adobe® Social Monitoring, Analysis, Measurement, Publishing, Engagement, Moderation, Reporting Marketing & Communications/Online Marketing Campaigns, Brand Marketing, Customer Care  Amplified Analytics Brand Customer Experience (CX) Analysis Analysis, Client Satisfaction Strategic Product Marketing, Product Development, Marketing & Communications, Customer Support Listening, Monitoring, Engagement, Reporting Marketing & Communications, Public Relations, Online Reputation Management, Crises Management, Market Research (Customer Insights, Competitive Analysis), Customer Services and social CRM, Agencies, Product Development, Community Support, and Human Resources Monitoring, Analysis Product R&D (e.g., product innovation, launch and real time product feedback), Branding (e.g., brand positioning, brand health check, voice tracking), Marketing (social media marketing evaluation, pitching support, media planning), Customer Services (quick feedback to clients’ complaints and questions), Market research (market insights and analysis, potential sales opportunities), PR (e.g., crises management), and others.  Brandwatch  BuzzForce™ and Social Media Dashboard/ Oceanus Source: Social Media Monitoring Tools and Services Report 2013 Ideya Business and Marketing Consultancy Ltd
  • Factors Influencing Purchasing Decision - Pricing and Clients • SMM tool vendors offer various pricing models (examples): • Flat price model that typically allows for an unlimited number of search terms with no additional costs per hit or keyword, • Costs per queries and filters, • Costs per brand mentions, • Costs per user accounts/seats, • Costs per volume of mentions/ by campaigns, • Costs per country or language, • Costs per results: e.g., number of contacts and/or deals, • Price based on the company size (separate packages for SMEs and large companies), • Costs per amount of data held in a profile at any one time, • Costs per media channel/page, • Costs per brand, • Costs per location/department, • Costs per day archive, • Costs per scope of work / project based pricing (detailed price/quote proposal based on the client specific requirements) and others. • The packages typically range from monthly, quarterly or annual subscription, campaign or project based engagements and free trial subscription ranging from one to 4 weeks. Ideya Business and Marketing Consultancy Ltd
  • Factors Influencing Purchasing Decision - Pricing and Clients Pricing and Client information on more than 150 SMM products TABLE 20. Pricing and Sample Client List (as of July 2013) - SAMPLE Product/Company Information  Adobe® Social  BuzzForce™ and Social Media Dashboard/ Oceanus Pricing Sample Client List – demonstrating Vendor’s professional experience and credibility Alienware, American Marketing Association, AOL, Blockbuster, Cadillac, CanWest Interactive, Chevrolet, Dex Media, Discovery Channel, Expedia.com, Gannett, Hosted and delivered via on-demand subscription service with Heathology, HP, JetBlue, LastMinute.com, Maytag, price that can reach the total of £36,000 per year Microsoft, Neiman Marcus, Notrefamille.com, Oracle, Overstock.com PayPal, Puma, Roxio, Sears, Sprint, Timberland, Toyota, Wine.com, and many others  Social media monitoring (buzz tracking): Automatic Sentiment Analysis: US$150/brand(product), name/media type/month;  Manual Sentiment Analysis: US$500/brand(product) name /media type/month; Deliverable: Excel;  Research report: Buzz Research Report (40-45 slides): price range:US$7,000 - US$8,500; The report analyzes one brand/product and less than two (2) competing brands/ products; include one media type* coverage; Clients: IBM, Google, HP, Shell, Lee, Hennessy Cognac, Volvo, Embraer, Sina.com.cn, Giorgio Armani, Mazda, Baidu, University of Cambridge ESOL Examinations. Partners: Ogilvy Public Relations Worldwide, The Nielsen Company, Ipsos, Strategic Public Relations Group and others. * media type: boards, blog, SNS, microblog (twitter), news, video, wiki Source: Social Media Monitoring Tools and Services Report 2013 Ideya Business and Marketing Consultancy Ltd
  • SMM Tools and Services Directory • The information is presented in a uniform and structured way to provide a reader with an easy way to browse and learn about each SMM tool:   Name of the tool or service Name of the provider Official name found at the official Web site Name of the company providing the tool or service  Contact information Tool Website URL; Company’s Address, Telephone, E-Mail Address  Leadership  Geographical coverage   Company status Vendor's company size  Tool description and product features Name of the Founder, CEO, or Director Location of the Company Headquarters (HQs), list of SMM technology providers' offices worldwide, language and market coverage Privately or Publically Owned Number of employees Detailed description of key features, published client list, pricing information, media and language coverage, etc.  Industry focus Company/tool specialization in major industry segments (if any)  Key product applications Specific product applications (e.g., Marketing, PR, Reputation Management, Market Research, Customer Care, Sales and Lead Generation, HR, Legal and others)  Product and service availability Software Hosted, On-Premise, Mobile, White Label, Agency, Consulting  Monitored social media  Language coverage All, Twitter, Facebook, Google+, LinkedIn, Video and Photo sharing sites, Social Bookmarking, Forums, Blogs, etc. List of languages for text detection and sentiment analysis  Tool functionality Listening, Monitoring, Tracking, Analyzing, Engaging, Publishing, CRM, etc.   Third party technology Tool‘s availability Whether a tool is using third party monitoring technology Release products, pilots, free and fee based  Year of tool or service introduction The year the tool was publicly released.
  • SMM Technology and Services Directory • For SMM Tools’ profile examples please view the Report Public Excerpts from the SMM Tools and Services Report 2013: – Ideya’s Publication page: http://ideya.eu.com/reports.html, or – SlideShare.net: http://slidesha.re/1bzVNrD.
  • SMM Technology and Services Directory • We want to thank the following SMM technology companies for taking time to review their profiles, so our clients can get the most up-to-date information on their products and services:  About Social Movements S.L. (Asomo), Adobe Systems Incorporated (Adobe® Social), AlchemyAPI (AlchemyAPI), Amplified Analytics, Inc. (Brand Customer Experience (CX) Analysis), AT Internet (BuzzWatcher), Appinions (Appinions™), Augure (Augure Monitor/ former iMente), bc.lab GmbH (bc.lab), BlogMeter (BlogMeter Social Listening, BlogMeter Social Analytics, BlogMeter Social TV Listening), Brand Embassy (Brand Embassy), Brandwatch (Brandwatch), Buzzcapture B.V. (Buzzcapture), BuzzManager, Inc. (BuzzMgr™), CIC (IWOMmaster Platform), Cisco Systems, Inc. (Cisco® SocialMiner), Cision AB (CisionPoint Software, Cision Social Media), Clipit News B.V. (Clipit), Cogia Intelligence (CI Web 3.0 Observer/CI Webaudit), Cognita AG (BlueReport), complexium GmbH (complexium.matrix/complexium.galaxy), Coosto BV (Coosto), Dachis Group (Dachis), datenwerk innovationsagentur GmbH (Opinion Tracker), Digimind (Digimind 9), Digital PR (Digital PR/Vox Populi), Digital Tomorrow Today Ltd. (BirdSong), Dow Jones & Co. (DJX), Ebiquity Plc (Sonar - Online Earned Media Insights), Engage121 (Engage121), Engagor (Engagor), Expert System (Cogito Search Explore Engine), evolve 24 LLC (evolve 24/ Mirror Saas Dashboard), Hashtags.org (Hashtags), HP Autonomy (Autonomy Explore; Explore Cloud), HootSuite (HootSuite Free, HootSuite Pro, HootSuite Enterprise), IBM (IBM Social Media Analytics, IBM® SPSS® Modeler Premium), Infegy (Social Radar), Infospeed™ GmbH (web2monitor™), Intelligence Technologies Ltd. (Netmonita/former Digital Radar), IQBuzz JSC (IQBuzz), Kampyle (Kampyle Feedback Solution), Landau Media AG (Landau Media Online Monitoring), Lexalytics (Lexalytics Salience 5), ListenLogic (ListenLogic Social Media Analytics), Linkfluence SAS (Linkfluence Radarly), UltraSuperNew K.K. / Lenz K.K. (Lenz/former Press Army), Macranet Ltd. (Sentiment), Media Badger Ltd (BadgerCAP, BadgerRISK), mBLAST (mPACT), Microsoft/Netbreeze (Microsoft Dynamics Profile/ Netbreeze), MutualMind Inc. (Mutual Mind), Netvibes (Dassault Systèmes), Nexalogy Environics (Nexalogy Nexamaster, NexaLive, NexaMe, NxAPI), NUVI, LLC (NUVI™), Oceanus Info Co., Ltd. (BuzzForce™ and Social Media Dashboard), Patch6 ABV (Silverbakk), QuestBack AS (QuestBack), RepuMetrix (RepuTrace™, RepuTrack™), Revinate Inc. (Revinate), Review Rank S.A. (ReviewPro), SandSIV Holding AG (CustVox), SentiMetrix (SentiMetrix), Serendio (Serendio Voice of The Customer (VOC)), SnapTrends, Inc. (Snap Trends Social Intelligence System), Social Media Monitoring Ltd. (BrandSpotter), Social Media Research Foundation (NodeXL), Social360 (Social360), SocialGuide/Nielsen (SocialGuide Intelligence, Nielsen Twitter TV Ratings, Twitter TV APIs), SocialEyez (SocialEyez), Spiral16 (Spiral16), Sprinklr Inc. (Sprinklr Social@Scale™), Spotter SA (Spotter), Sprout Social (Sprout Social), Simplify360 (Simplify360), Synthesio Inc. (Synthesio Global Listening Platform, Synthesio Unity Engagement Platform), Sysomos/Marketwire (Sysomos MAP/Heartbeat), Traackr, Inc. (Traackr Influencer Discovery Platform), Tracebuzz (Tracebuzz), Trackur LLC (Trackur), Twelvefold Media (Twelvefold), uberVU (uberVU), VendAsta Technologies Inc. (VendAsta's Reputation Management Platform), Venuelabs Inc. (Venuelabs/former Valuevine™), VICO Research & Consulting GmbH (VICO Research Look Out), Visible Intelligence (The Visible Intelligence® platform), WaveMetrix (WaveMetrix), Wobot (Wobot), Wool.Labs (WebDig™), YouScan (YouScan), and others. Ideya Business and Marketing Consultancy Ltd
  • THANK YOU! Contact: Luisa Milic, Director Ideya Ltd ♦ 39 Highfield Avenue ♦ Cambridge CB4 2AJ ♦ United Kingdom Tel: +44 (0)1223 513 965 ♦ Email: lmilic@ideya.eu.com ♦ Web: http://ideya.eu.com To obtain excerpts from the report, pricing options and how to order the report, please visit our publication page : http://ideya.eu.com/reports.html © 2013 Ideya, Ltd. All rights reserved http://ideya.eu.com/reports.html www.ideya.eu.com