Best Practices and Quick Start Guide
Q4 2012
Content
A. Campaign and Monitoring Setup
 About Sites and Campaigns, new campaign
 Keywords setup & Best Practices
 Set...
Home Page
Navigation Menu
•Home
•Campaign
•Add Campaign
•Insights
•Analyzer
•Content
•Competitive Intelligence
•Keyword Performance
...
About Sites
• Each client is provided access to
one or more sites, such as
https://yourcompany.mutualmind.net
• Sites are ...
About Campaigns
• Each site can have multiple campaigns. Each ‘campaign’ may
represent a brand, product, client account, m...
Online FAQ
Shown below is an excerpt from our online FAQ which explains how to
work with campaigns and keywords. The link ...
Add New Campaign
Type campaign name and
description. Click ‘Add’.
Monitoring Sources & Coverage
We automatically search for mentions of keywords in a campaign
across ALL sources listed abo...
Keyword Setup Guide
• A successful social listening campaign starts with a well-
thought out list of search terms called k...
Keyword Research
• Start with some home work. Try the keywords in Twitter search to
get a quick idea of relevancy and volu...
Keyword Setup in MutualMind
• Get started with keyword setup for a campaign by:
1. Adding keywords for brand and competiti...
7 Tips for Effective Keyword Setup in MutualMind
Please refer to this blog post on keyword setup for additional informatio...
Express and Advanced Keywords
Add Keywords to your campaign.
You can add keywords for your Brand
and for Competitive Intel...
Setting up Express Keywords
When you are finished,
Click on “Done” to go
back to campaign
overview.
❶
❷
Enter keywords one...
Express Keywords Setup: Best Practices
What Examples How it Works + Best Practices
Single word Verizon
#GoRedForWomen
@tmo...
Setting up Advanced Keywords
Enter a Name for each Advanced
Keyword. Then enter search terms in
the Keyword field using
ad...
Editing Advanced Keywords
Editing Advanced Keywords
❶
❷
Go to ‘Campaign’ and hover over an Advanced Keyword,
then click on Edit icon to edit the sea...
Advanced Keywords Setup: Best Practices
What Examples How it Works + Best Practices
Use of AND OR Verizon AND (fios OR fib...
Tips for Advanced Keywords Setup
• Remember that order of keywords needs to be exact for keywords
within quotes (“verizon ...
Use Exclusions to Avoid Noise
❶
❷
You can exclude results based on:
1) Keyword or Queries e.g. “plastic bag”
2) URL – full...
Campaign Setup: Alerts
• Alerts can be triggered for
any keyword in the
campaign
• Alerts are sent via emails.
• Frequency...
Campaign Setup: Labels
• Monitoring and social channel
content can be labeled using
pre-defined or custom content
labels
•...
Benefits of Labels
• Labels are useful to segment
results above and beyond
keyword matching. Labels
allow you to leverage ...
Keyword Groupings
Grouping allows you to create custom group(s) composed of multiple (advanced or
express) keywords. Bundl...
Data Collection: Language and Geo-location Filters
Please contact MutualMind support team for setting up language and
geo-...
Campaign Level Access Control
A site admin can grant users
access to a campaign:
 “Read only” access – no
changes allowed...
Campaign Reports
Campaign summary reports (PDFs) are available in the Insights menu. Any of
the last 8 weeks of reports ca...
Sample Report
About Campaign Reports
• A summary of monitoring results is available as weekly
PDF report, accessible from the Insights m...
Customization of Weekly Campaign Reports
Campaign reports can be customized by Admins
Customize titles and text
for report...
Setting up Report Recipients
• The PDF reports are emailed to the administrators once a week on Monday
mornings (unless re...
Editing Campaigns
Admins can edit
campaigns any time
Insights Dashboard 1 - Listening
Insights dashboard has a home page as well as multiple views for specialized
business use...
Insights Dashboard 1: Volumes, Topics,
Sentiments, Locations, Influencers
InfluencersInteractive drill-down charts
with do...
Additional Views - Listening
Interactive Analysis with
Share of Voice Options
Competitive Intelligence
Insights Dashboard 2: Social Channels
Dashboard also comes with social channel performance and engagement views.
Here’s a ...
Insights Dashboard 2 Views: Social Channels,
Reach and Engagement
Content Browser Overview
• There are 2 modes / views within the Content Browser: Keyword (Social listening) and Channel co...
Content Segmentation: Filter and Search
Powerful ways to segment
data: Brand/competition,
Sentiment, Publisher,
Keyword , ...
Examples of Search Terms in Content
Here are a few examples of advanced queries (Boolean operators, Twitter operators,
wil...
Content Browser Actions
• Actions on Segmented data set (after applying filters, search etc)
1. Analyze segmented data on ...
Powerful Options to Find Top Content
Sort results by
time, user name ,
reach, influence
and more
Analyze Results On-Demand
After applying filters
and search in the
Content Browser, click
on “Analyze Content” to
get cust...
Content Analyzer: Keywords and Sources
Content Analyzer: Reach and Location
Apply Labels to Multiple Items Easily.
Filter Results by Labels
Use labels to organize
data based on your
segmentation nee...
Select, Respond, Export Data
Export results with
metadata
Select multiple
items easily – then
Label or reclassify
sentimen...
Exported CSV file has Complete Metadata
Field included in the export:
Timestamp publisher
user_name location user_score
fo...
Unified Social Channel Feed: Search, Filter …
Powerful ways to segment
data: Brand/competition,
Sentiment, Publisher,
Keyw...
B. Social Media Management
and Content Publishing
A. Campaign and Monitoring Setup
 About Sites and Campaigns, new campai...
Social Channels Capabilities
1. MutualMind is integrated with the big four social channels:
Facebook, Twitter, Google/YouT...
Authentication Options
• Social channels for brand could either be authenticated (you must
authenticate each social accoun...
Adding Facebook Pages
Facebook.com/delta
Authenticated Facebook Accounts
1. First step is to add Facebook account(s). The account should be a
regular user account ...
Facebook Account Setup
❷
❶
Facebook Setup: Step 3 – Select Pages
❸
Twitter Account Setup (Unauthenticated)
Authenticated Twitter Account Setup
❶
❷
YouTube Account Setup (Unauthenticated)
Google/YouTube Account Setup
❶
❷
❸
Setup Campaign -
Web (RSS) Feeds for Campaign
You can add any RSS feed to campaign. Click Add for each and click Done when...
Twitter & Facebook: Delegation
Delegates are users who can post on
behalf of a social account.
Social Streams 1: LinkedIn
View LinkedIn group activity
and post to multiple groups.
Reply inline or create a task
for a t...
Social Streams 2: Facebook & Twitter
Streams for Twitter and
Facebook allow you to view
and manage interactions for
multip...
View & Respond with Streams
Streams for Twitter and
Facebook allow you to view
and manage interactions for
multiple accoun...
Administration
A. Campaign and Monitoring Setup
 About Sites and Campaigns, new campaign
 Keywords setup & Best Practice...
Admin Control Panel
Manage users, campaigns & more
Admin – Managing Users
Understanding User Roles
• Administrators – can make changes to campaign,
add/edit social accounts, grant access to users ...
Delegation of Social Accounts
“Add Delegates” is a secure and transparent way to give
permission to users to post content ...
Individual User Account Settings
Every user can manage his/her
account preferences & settings e.g.
select which notificati...
Individual User Account --
Email Notification Settings
Each user can manage his/her
notification settings e.g. select
whic...
Workflow
A. Campaign and Monitoring Setup
 About Sites and Campaigns, new campaign
 Keywords setup & Best Practices
 Se...
Tasks
• In MutualMind, a task is a unit of work that:
– is assigned to an individual
– has metadata such as status, due da...
1. Social
post
published
2. Task
created
3. Actions on
Task: response
sent, routed to
internal team etc.
4. Task
resolved
...
Task Settings – Admin Panel
Enter “Disposition”
labels here (e.g. billing
issue)
Creating Task: Content Browser
Click on the
clock icon to
create a task.
Creating Task from Streams View
Create a task for
from any content.
View Tasks in ‘Work’
All tasks appear in ‘Work’
queue
• Tasks can be viewed/
managed in ‘Tasks’
• Notifications are sent o...
Task Details
Remember to setup and
verify:
• User accounts
• Notifications settings
Tasks appear in ‘work’ queue
and can b...
Disposition and Exclusion from Stats
Disposition allows you to
classify the task resolution
Capability to exclude a
task f...
History, Team Comments & Audit Trail
All conversations, comments
and changes to task status
are logged
Social Context – Attach posts to existing Task
Attach a post to a task
by clicking on the
‘paper pin’ icon
Social Context – Conversation History
Attached post appears
as ‘Conversation
History’ in the task
1. Social
post
published
2. Task
created
3. Response
sent
4. Task
resolved
Definition of Performance Metrics
Reaction
time...
Performance Reporting of Tasks
Reaction, Response and
Resolution time for tasks
Task Browser: View, Filter and Search
Search within tasks - or apply
filters from the sidebar
Task Insights -- Dashboard
Help and Support
• Click on “Help and Support” button on the right side of any page
• Or go to: http://support.mutualmind....
For More Information
• Read our online FAQ
• Check out release notes on our blog:
 http://www.mutualmind.com/blog/tag/rel...
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MutualMind Best Practices and Setup Guide

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This slide set shows you how to setup MutualMind for best results. You will learn how to monitor for topics of interest, how to manage multiple Facebook pages and Twitter accounts in MutualMind and how to provide exceptional social customer service.

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  • V2.01-1113-2012
  • MutualMind automatically searches for mentions of keywords in a campaign across all sources. Data collection process starts as soon as a keyword is added to a campaign.

    Blogs section includes blog posts, comments on posts, forums, news-sites and other RSS-feed-based sources. MutualMind monitors millions of blogs and feeds, review sites (Yelp, Amazon, Trip Review – coverage is limited to available data), and Q & A forums (LinkedIn answers, Yahoo answers etc – coverage is limited to available data).
  • Setting up a campaign starts with keywords. There are 2 types of keywords: Express and Advanced. In Express keyword you use keywords only (with or without quotes), no Booleans are allowed. For Advanced keyword, you can construct listening rules using operators such as AND, NOT etc.

    Keywords may be added for brand as well as for competition.
  • Once added, keywords appear on the right side (Existing Brand Keywords). Keywords may also be deleted from the existing list.
    To edit existing keyword setup in a campaign, delete unwanted keyword(s); then add the new/desired keyword(s).
    Click “Done” to save changes and return to campaign overview.

  • In addition to supporting syntax for express keywords, advanced keywords allow you to create finely tuned search terms. Advanced keywords have a name and the search query can be edited.

    Advanced keywords:
    Have a name
    Use advanced operators such as AND OR NOT (in CAPS).
    Use parenthesis to group terms. Use quotes for exact match. Advanced keywords support express keyword syntax as well/
  • In addition to supporting syntax for express keywords, advanced keywords allow you to create finely tuned search terms. Advanced keywords have a name and the search query can be edited.

    Advanced keywords:
    Have a name
    Use advanced operators such as AND OR NOT (in CAPS).
    Use parenthesis to group terms. Use quotes for exact match. Advanced keywords support express keyword syntax as well/
  • Do not use operators such as AND, OR
  • Create campaign exclusions to reduce noise and keep results relevant and actionable.
    Exclude monitoring results has 3 options:
    1) Keywords – exact matching is used for excluding keywords i.e., use a phrase with quotes – Boolean operators are allowed
    2) Web URL -- Source website e.g. craigslist.org – you can also exclude a full network e.g. (facebook) or mention of a link in a post e.g. amzn.to
    For example ebay.com will exclude http://www.ebay.com as well as http://ebay.com or https://pay.ebay.com
    3) Twitter Accounts – to exclude results from a given Twitter account (your own?)

  • Contact MutualMind support if you would like to remove a large number (e.g. over 100) of ‘Not Relevant’ results.
  • Manage user access to selected campaigns
    Site admin can selectively grant users (i.e. non-admins) access to specific campaigns. In the campaign setup, add users to a campaign by clicking “Add Authorized User” and follow the instructions shown above to add a user to “Authorized Users” for that campaign. Note that an administrator has access to ALL campaigns by default.
  • Campaign summary reports (PDFs) available in the Insights menu
  • Campaign summary reports (PDFs) available in the Insights menu
  • Customization of reports available to all campaign admin

  • Any RSS feed can be added to a campaign for monitoring purpose.
  • Manage multiple Twitter streams. Update Brand tweets and monitor Twitter timeline.
  • Manage user accounts and teams
  • Manage user accounts and teams
  • Access ‘Account’ settings from the top right of any page,
    Each user can manage his/her account settings e.g., select which notifications to receive.
  • Access ‘Account’ settings from the top right of any page,
    Each user can manage his/her account settings e.g., select which notifications to receive.
  • Add a section for Dashboard Help.
    Add a section for Content Browser.
  • Transcript of "MutualMind Best Practices and Setup Guide"

    1. 1. Best Practices and Quick Start Guide Q4 2012
    2. 2. Content A. Campaign and Monitoring Setup  About Sites and Campaigns, new campaign  Keywords setup & Best Practices  Setting up “Alerts” and “Content Labels”  Access control for campaign (user roles)  Reports setup and customization  Dashboard Views: Content Browser, Analyzer, Keyword Performance, Social Channels B. Social Media Management and Publishing  Social Channels, Authenticated and Unauthenticated accounts  Setting up Facebook, Twitter, LinkedIn and Google (YouTube) for Brand and competition  Social account delegation  Adding social network accounts to campaign  Publishing content using Streams C. Admin Controls and Customizations  Managing user accounts, social accounts & delegation, teams and site settings  User level settings: user profile, preferences and notifications D. Workflow  Workflow – creating, managing and measuring tasks  Tem performance – task browser and dashboard E. Help and Support  Online support  More information
    3. 3. Home Page
    4. 4. Navigation Menu •Home •Campaign •Add Campaign •Insights •Analyzer •Content •Competitive Intelligence •Keyword Performance •Listening Trends •Facebook •Reports •Twitter •URL Insights •YouTube •Streams •Facebook •LinkedIn •Twitter •Work •Stream •Task Browser •Task Insights •Teams •Admin
    5. 5. About Sites • Each client is provided access to one or more sites, such as https://yourcompany.mutualmind.net • Sites are provisioned by MutualMind support team • Each site may have one or more campaigns, users and teams and settings for time zone, email address for notifications, reports, logo etc. Admin panel allows the site admin to manage all this. • Sites can be white-labeled with custom URL and branding – contact us for details.
    6. 6. About Campaigns • Each site can have multiple campaigns. Each ‘campaign’ may represent a brand, product, client account, marketing campaign, a topic or anything else on which you need social intelligence. • You have to be logged in as an admin level user to be able to create new campaigns. You can create a new campaign in one of two ways: o On the Home page, click the "Add Campaign" link under "Manage Campaigns" o From the Admin page of the app, click on Campaigns and click on “Add Campaign” button at the top
    7. 7. Online FAQ Shown below is an excerpt from our online FAQ which explains how to work with campaigns and keywords. The link to FAQ is in the footer.
    8. 8. Add New Campaign Type campaign name and description. Click ‘Add’.
    9. 9. Monitoring Sources & Coverage We automatically search for mentions of keywords in a campaign across ALL sources listed above. Data collection process starts as soon as you add a keyword to a campaign. Blogs include blog posts, comments on posts, forums and other RSS and non-RSS sources. Our blog coverage includes over 4 million top blogs and feeds, review sites* (e.g. Yelp, Amazon, Trip Review) and Q & A sites* (LinkedIn answers, Yahoo answers etc).
    10. 10. Keyword Setup Guide • A successful social listening campaign starts with a well- thought out list of search terms called keywords. • Please refer to this blog post to learn more about ‘Social Listening Pyramid’, an iterative process to improve results.
    11. 11. Keyword Research • Start with some home work. Try the keywords in Twitter search to get a quick idea of relevancy and volume of results. • Depending on uniqueness of the keyword, you may need to use multiple words and/or negative words to exclude irrelevant topics. Single word keywords work for unique brands/topics (such as Walmart, IBM). • Using keywords with 2, 3 or more words helps to improve relevance e.g. Target store, “Tide detergent”, Virgin Mobile “limited offer”.
    12. 12. Keyword Setup in MutualMind • Get started with keyword setup for a campaign by: 1. Adding keywords for brand and competition (as defined by you for your business situation) 2. Setting up global exclusions (optional) • MutualMind offers two types of keywords (details and examples provided on next slides): 1. Express keywords: use keywords only (with or without quotes), no Boolean operators are needed. 2. Advanced keywords: construct listening rules using Boolean operators such as OR, AND, NOT with parenthesis, as needed.
    13. 13. 7 Tips for Effective Keyword Setup in MutualMind Please refer to this blog post on keyword setup for additional information about keyword setup in MutualMind. 1. Keep in mind that search terms are NOT case sensitive 2. Use quotes for people names (“Dan Brown”) and non-unique brands such as “Park Place”. 3. Use exclusions (at keyword level or campaign level) to remove irrelevant keywords/phrases, websites or Twitter accounts. 4. Avoid abbreviations such as SIM, TTS etc as they mostly result in unexpected and irrelevant results (refer to keyword research slide!) 5. URLs – use the main domain name to match variations of URLs e.g. “verizon.com” will match www.verizon.com as well as internet.verizon.com/help 6. Order of keywords is irrelevant for keywords without quotes, but needs to be EXACT for keywords within quotes (“verizon fios” is NOT the same as “fios verizon”) 7. Use single word keywords with caution
    14. 14. Express and Advanced Keywords Add Keywords to your campaign. You can add keywords for your Brand and for Competitive Intelligence.
    15. 15. Setting up Express Keywords When you are finished, Click on “Done” to go back to campaign overview. ❶ ❷ Enter keywords one at a time with or without quotes – do not use any operators such as AND, OR, NOT. Click on Add. The keyword s that you add appear on the right side (Existing Brand Keywords). You can delete a keyword from the existing list. To edit a keyword, delete it and then add the desired keyword.
    16. 16. Express Keywords Setup: Best Practices What Examples How it Works + Best Practices Single word Verizon #GoRedForWomen @tmobile Will match occurrence of the keyword. Best results when the keyword is unique e.g., walmart or #CPR. Common dictionary words or abbreviations are likely to bring in noise – use with caution. Multiple words verizon customer service Matches the occurrence of ALL words appearing anywhere in the content, in any order i.e., not necessarily together. Relevance increases with number of keywords used but the volume of results is lower. Use just enough number of keywords to get relevant results without missing results. Keywords with quotes “verizon fios” “haynesboone.com” “haynes & boone” Strict match: the phrase inside quotes will be matched exactly as created. Useful for people/company names, URLs, keywords with special characters or punctuation such as a dash. Hybrid: with and without quotes verizon internet “fios tv” Matches the combination of verizon AND internet AND the exact phrase “fios tv”. Useful for improving relevancy of results and reducing noise.
    17. 17. Setting up Advanced Keywords Enter a Name for each Advanced Keyword. Then enter search terms in the Keyword field using advanced operators AND OR NOT (must be in CAPS) ❶ ❷ The syntax validation area validates query as you type. Operators AND, OR, NOT appear in blue.
    18. 18. Editing Advanced Keywords
    19. 19. Editing Advanced Keywords ❶ ❷ Go to ‘Campaign’ and hover over an Advanced Keyword, then click on Edit icon to edit the search term.
    20. 20. Advanced Keywords Setup: Best Practices What Examples How it Works + Best Practices Use of AND OR Verizon AND (fios OR fiber OR optic) Will match one or more occurrences of the keywords verizon fios, verizon fiber or verizon optic in a content item, without regard to order of keywords. Best results when the keyword combinations are unique. Phrases within quotes, NOT “verizon fios” AND (tv OR phone OR internet) NOT (dsl OR copper) Strict match: the phrase inside quotes will be matched exactly while content with NOT phrase will not be matched. Useful for people/company names, URLs, keywords with special characters or punctuation. Proximity Specification “verizon fios”~5 Proximity allows search for terms when each keyword in the query is within the specified distance (5 words in this example). Syntax is ~n where n is a positive integer greater than zero immediately after Important: The order of individual words within the Advanced Keyword matters and needs to match exactly with the order of words in content e.g. Matches: Verizon provides good fios service Does not match: fios service by verizon is good
    21. 21. Tips for Advanced Keywords Setup • Remember that order of keywords needs to be exact for keywords within quotes (“verizon fios” is NOT the same as “fios verizon”) • Use NOT for keyword based exclusivity e.g. (verizon wireless) NOT (tv OR fios) • Use parenthesis for grouping words within a keyword e.g.  “verizon fios” AND (tv OR “internet special” OR bundle) • Common mistake: If the parenthesis are not used correctly for a group of OR terms, the results will not be correct. Note the first query will miss results for tv and “verizon fios”.  tv OR phone AND “verizon fios” (wrong)  (tv OR phone) AND “verizon fios” (correct)
    22. 22. Use Exclusions to Avoid Noise ❶ ❷ You can exclude results based on: 1) Keyword or Queries e.g. “plastic bag” 2) URL – full or partial link e.g. craigslist.com 3) Twitter account (screen name): @makecash ❷ ❸ Use “global exclusions” to improve relevancy of listening results . Choose from 3 types of exclusions: keyword (exact match, AND OR NOT allowed), website/URL, twitter account
    23. 23. Campaign Setup: Alerts • Alerts can be triggered for any keyword in the campaign • Alerts are sent via emails. • Frequency of emails is set by each user (instant, hourly etc) . This can be set at “Manage Notification Settings” under Account
    24. 24. Campaign Setup: Labels • Monitoring and social channel content can be labeled using pre-defined or custom content labels • Custom Labels are managed in the campaign setup and utilized in the content browser • Pre-defined labels are intended for convenience and consistency across campaigns. There are two pre-defined labels: – Flag: multipurpose label – Not Relevant: allows you to remove content from results
    25. 25. Benefits of Labels • Labels are useful to segment results above and beyond keyword matching. Labels allow you to leverage human judgment. You could use combination of search and filters in the content browser to narrow down results for a specific purpose/theme and apply label(s) to the result set • Content results can be filtered by labels in the content browser e.g. display all content labeled as “Leads”
    26. 26. Keyword Groupings Grouping allows you to create custom group(s) composed of multiple (advanced or express) keywords. Bundle keywords for ad-hoc analysis such as for comparing stats for a subgroup under a brand, competition or both. Interactive analysis for keyword groupings is available in “Keyword Performance” view of dashboard.
    27. 27. Data Collection: Language and Geo-location Filters Please contact MutualMind support team for setting up language and geo-location filters • MutualMind allows restricting social listening results by geo-location, if the geo-location information is available. There are two steps to specifying a geo-location filter: 1. For posts where we can determine the location, we can limit results for a given country, state (US only), city or a list of countries, US states or cities. For instance, (a) limit results to US (country) (b) limit results to Dallas, Austin, California, New York. 2. For posts where location cannot be determined, you can choose whether to include those results or exclude them. The default setup is to INCLUDE unknown locations. Excluding posts with unknown location may have unintended consequences. For instance, location data is usually not available for Facebook posts, therefore these posts will get removed from results.
    28. 28. Campaign Level Access Control A site admin can grant users access to a campaign:  “Read only” access – no changes allowed to setup  “Read and Write” access i.e. ability to view and modify setup for a specific campaign. This is section 3 of the campaign setup process
    29. 29. Campaign Reports Campaign summary reports (PDFs) are available in the Insights menu. Any of the last 8 weeks of reports can be regenerated on-demand by clicking on the ‘refresh’ icon to the left of the report name.
    30. 30. Sample Report
    31. 31. About Campaign Reports • A summary of monitoring results is available as weekly PDF report, accessible from the Insights menu • The report includes summary stats, charts and selected content (see below for details on how that works) • Report is generated on Sunday night and includes summary stats and flagged content within a time window of last 7 days • To include content current week’s report, users need to select the desired items from the last 7 day window in content browser, apply the label “flag” for these items • If no content is flagged then the report will only show summary of stats
    32. 32. Customization of Weekly Campaign Reports Campaign reports can be customized by Admins Customize titles and text for report sections
    33. 33. Setting up Report Recipients • The PDF reports are emailed to the administrators once a week on Monday mornings (unless report notifications settings have been turned off) • Administrators can specify additional recipients for these reports. Go to the campaign setup and scroll down to ‘Report Recipients’ section. Click on ‘Add Report Recipients’ and add email addresses ❶ ❷
    34. 34. Editing Campaigns Admins can edit campaigns any time
    35. 35. Insights Dashboard 1 - Listening Insights dashboard has a home page as well as multiple views for specialized business user cases. Here’s a summary of capabilities of the dashboard views. View Key Function Notes Analyzer Interactive view which provides summary insights based on customized date range, filters and advanced search Also accessible from “Analyze This” link in Content Browser Competitive Intelligence Side-by-side comparison of brand and competition listening and performance on social channels For advanced / interactive keyword comparison, use Keyword Performance Content Interactive view which provides details of the posts for a given date range, filters and advanced search. Take actions on one or ore posts. Drill-down from dashboard home page to Content Browser Keyword Performance Interactive view for comparing listening results for keywords or keyword groupings. Offers multiple ways of calculating Share of Voice. SOV can be based on either (a) ALL keywords in campaign OR (b) based on selected keywords in this view Listening Trends Metrics for social listening – listed for each keyword Sources and Sentiment details – linked to content browser
    36. 36. Insights Dashboard 1: Volumes, Topics, Sentiments, Locations, Influencers InfluencersInteractive drill-down charts with downloadable data
    37. 37. Additional Views - Listening Interactive Analysis with Share of Voice Options Competitive Intelligence
    38. 38. Insights Dashboard 2: Social Channels Dashboard also comes with social channel performance and engagement views. Here’s a summary of capabilities of the dashboard channel and engagement views. View Key Function Notes Facebook Pages Detailed analysis of Facebook pages for brand and competition Use campaign setup to manage FB pages. Twitter Accounts Detailed analysis of Twitter pages for brand and competition Use campaign setup to manage Twitter pages. YouTube Channels Detailed analysis of YouTube pages for brand and competition Use campaign setup to manage YouTube channels. Social Profiles Authentic Reach and Authentic Influence of selected social profiles URL Insights Analysis of social popularity of a given web URL. Also includes top social posts which link to the given web page. On-demand stats. Also available for links within social posts in content browser.
    39. 39. Insights Dashboard 2 Views: Social Channels, Reach and Engagement
    40. 40. Content Browser Overview • There are 2 modes / views within the Content Browser: Keyword (Social listening) and Channel content (e.g. Facebook page posts) • For each mode, content browser presents a rich, highly granular and interactive view of social posts with meta data, drill-downs and business actions • Content Browser supports multiple segmentation and drill-down options a. Filters – Time range, brand/competition, sources, sentiment, keywords, location & label b. Advanced Search – full Boolean search c. Sort – by time, user name, reach, rank and more • Actions on Segmented data set (after applying filters, search etc) a. Analyze segmented data on the fly (Ad-hoc dashboard) b. Export segmented data (results set matching selected date range, filters and search) • Actions on Single or Multiple Items a. Applying labels, re-classifying sentiments b. Responding to posts c. Creating tasks
    41. 41. Content Segmentation: Filter and Search Powerful ways to segment data: Brand/competition, Sentiment, Publisher, Keyword , Location & Label Advanced Search and Sort Keyword and Social Channel modes Enriched social data with geo-location and influence score Each social post comes with multiple action options: Respond, Create Task, View Analyze or Export segmented content on-demand
    42. 42. Examples of Search Terms in Content Here are a few examples of advanced queries (Boolean operators, Twitter operators, wildcards) within the “Content Browser” search box. Remember that you can use filters in combination with search (e.g. filter/limit results to brand, negative sentiments, twitter as source). • Boolean Search example  "customer service" AND (tv OR phone) • Search with exclusion terms  cricket OR boost NOT (iphone OR iphones)  cricket mobile NOT (iphone*) • Search for posts from a username or its @mention  tmobilehelp OR @tmobilehelp • Search for a hashtag  #tmobile • Twitter: Search for retweets from a specific twitter user • RT @Tmobile • Twitter: Search for ALL retweets in the results • “RT @”
    43. 43. Content Browser Actions • Actions on Segmented data set (after applying filters, search etc) 1. Analyze segmented data on the fly (on-demand dashboard) 2. Export segmented data (results matching user selected date range, filters and search term) to a text file (comma separated values format) • Actions: Single or Multiple Items (select desired items using checkboxes or ‘Check All’ button) 1. Labels – categorize results using default/custom labels; flag items for later actions or for inclusion in weekly reports; remove irrelevant results 2. Sentiment reclassification • Actions on a single selected item 1. Create Task – assign to self/others, due date, status, tracking, notifications. Task number and assignee is displayed in front of the respective content item. 2. Post URL to show original item e.g. Facebook post, blog post, Tweet etc 3. Respond to Twitter content or schedule the response for later 4. Task creation and response from a single interface 5. Attach the item to an existing task
    44. 44. Powerful Options to Find Top Content Sort results by time, user name , reach, influence and more
    45. 45. Analyze Results On-Demand After applying filters and search in the Content Browser, click on “Analyze Content” to get custom analysis for that data set
    46. 46. Content Analyzer: Keywords and Sources
    47. 47. Content Analyzer: Reach and Location
    48. 48. Apply Labels to Multiple Items Easily. Filter Results by Labels Use labels to organize data based on your segmentation needs Results can be filtered by one or more Labels
    49. 49. Select, Respond, Export Data Export results with metadata Select multiple items easily – then Label or reclassify sentiments Respond to posts or Create Task
    50. 50. Exported CSV file has Complete Metadata Field included in the export: Timestamp publisher user_name location user_score followers_count friends_count content_title destination_url sentiment matched_categories matched_terms applied_labels content_generator
    51. 51. Unified Social Channel Feed: Search, Filter … Powerful ways to segment data: Brand/competition, Sentiment, Publisher, Keyword , Location & Label Advanced Search and Sort Social Channel mode Enriched social data with engagement metrics Actions: Create Task, Apply Labels, View Sentiment Analysis
    52. 52. B. Social Media Management and Content Publishing A. Campaign and Monitoring Setup  About Sites and Campaigns, new campaign  Keywords setup & Best Practices  Setting up “Alerts” and “Content Labels”  Access control for campaign (user roles)  Reports setup and customization  Dashboard Views: Content Browser, Analyzer, Keyword Performance, Social Channels B. Social Media Management and Publishing  Social Channels, Authenticated and Unauthenticated accounts  Setting up Facebook, Twitter, LinkedIn and Google (YouTube) for Brand and competition  Social account delegation  Adding social network accounts to campaign  Publishing content using Streams C. Admin Controls and Customizations  Managing user accounts, social accounts, teams and site settings  User level settings: user profile, preferences and notifications D. Workflow  Workflow – creating, managing and measuring tasks  Tem performance – task browser and dashboard E. Help and Support  Online support  More information
    53. 53. Social Channels Capabilities 1. MutualMind is integrated with the big four social channels: Facebook, Twitter, Google/YouTube and LinkedIn 2. Through this integration, MutualMind is capable of providing: a. Summary and key trends of social metrics relevant to each social channel b. Detailed analysis and interactive segmentation of social posts in the content browser (channel content mode) c. Competitive comparison of social channels for brand versus competition d. Publishing content to one or more accounts and to view and interact with the timeline
    54. 54. Authentication Options • Social channels for brand could either be authenticated (you must authenticate each social account with Twitter, Facebook, Google etc.) or unauthenticated (just provide the name or URL and we will collect as much info as we can) • Social channels for competition - just provide the account name or URL , we will let you know if the account name does not exist! • To respond to posts or to publish content on a channel via MutualMind, authenticated social accounts must be setup for that channel (e.g. Facebook)
    55. 55. Adding Facebook Pages Facebook.com/delta
    56. 56. Authenticated Facebook Accounts 1. First step is to add Facebook account(s). The account should be a regular user account (not a business account) 2. Second step is to select the Facebook page(s) of interest. The FB account holder can either be a fan of the page (allows us to get public-level data) or the admin/owner of the page (allows detailed data about your page) 3. Third step is to tie a campaign to one or more of these pages. This is done by adding the page(s) in the campaign setup. 4. Content can be posted to Facebook pages from MutualMind ‘Streams’ Facebook Account  Facebook pages  Campaigns
    57. 57. Facebook Account Setup ❷ ❶
    58. 58. Facebook Setup: Step 3 – Select Pages ❸
    59. 59. Twitter Account Setup (Unauthenticated)
    60. 60. Authenticated Twitter Account Setup ❶ ❷
    61. 61. YouTube Account Setup (Unauthenticated)
    62. 62. Google/YouTube Account Setup ❶ ❷ ❸
    63. 63. Setup Campaign - Web (RSS) Feeds for Campaign You can add any RSS feed to campaign. Click Add for each and click Done when finished. ❶ ❷
    64. 64. Twitter & Facebook: Delegation Delegates are users who can post on behalf of a social account.
    65. 65. Social Streams 1: LinkedIn View LinkedIn group activity and post to multiple groups. Reply inline or create a task for a team member.
    66. 66. Social Streams 2: Facebook & Twitter Streams for Twitter and Facebook allow you to view and manage interactions for multiple accounts. Reply inline or create a task for a team member.
    67. 67. View & Respond with Streams Streams for Twitter and Facebook allow you to view and manage interactions for multiple accounts. Reply inline or create a task for a team member.
    68. 68. Administration A. Campaign and Monitoring Setup  About Sites and Campaigns, new campaign  Keywords setup & Best Practices  Setting up “Alerts” and “Content Labels”  Access control for campaign (user roles)  Reports setup and customization  Dashboard Views: Content Browser, Analyzer, Keyword Performance, Social Channels B. Social Media Management and Publishing  Social Channels, Authenticated and Unauthenticated accounts  Setting up Facebook, Twitter, LinkedIn and Google (YouTube) for Brand and competition  Social account delegation  Adding social network accounts to campaign  Publishing content using Streams C. Admin Controls and Customizations  Managing user accounts, social accounts, teams and site settings  User level settings: user profile, preferences and notifications D. Workflow  Workflow – creating, managing and measuring tasks  Tem performance – task browser and dashboard E. Help and Support  Online support  More information
    69. 69. Admin Control Panel Manage users, campaigns & more
    70. 70. Admin – Managing Users
    71. 71. Understanding User Roles • Administrators – can make changes to campaign, add/edit social accounts, grant access to users to campaigns and social accounts and add/edit users • Users and Campaign Level Access Control: once a user has been granted access to a campaign, that user can: – View campaign – View AND Change campaign setup (refer to slide 16) • A user can post content via a social account as a delegate ONLY if their user account has been granted access to that social account by an Administrator
    72. 72. Delegation of Social Accounts “Add Delegates” is a secure and transparent way to give permission to users to post content to brand accounts
    73. 73. Individual User Account Settings Every user can manage his/her account preferences & settings e.g. select which notifications to receive Link to ‘Account’ settings is available here
    74. 74. Individual User Account -- Email Notification Settings Each user can manage his/her notification settings e.g. select which notifications to receive
    75. 75. Workflow A. Campaign and Monitoring Setup  About Sites and Campaigns, new campaign  Keywords setup & Best Practices  Setting up “Alerts” and “Content Labels”  Access control for campaign (user roles)  Reports setup and customization  Dashboard Views: Content Browser, Analyzer, Keyword Performance, Social Channels B. Social Media Management and Publishing  Social Channels, Authenticated and Unauthenticated accounts  Setting up Facebook, Twitter, LinkedIn and Google (YouTube) for Brand and competition  Social account delegation  Adding social network accounts to campaign  Publishing content using Streams C. Admin Controls and Customizations  Managing user accounts, social accounts, teams and site settings  User level settings: user profile, preferences and notifications D. Workflow  Workflow – creating, managing and measuring tasks  Tem performance – task browser and dashboard E. Help and Support  Online support  More information
    76. 76. Tasks • In MutualMind, a task is a unit of work that: – is assigned to an individual – has metadata such as status, due date, customizable disposition category, automatically collected time metrics (time to react / respond / resolve) – is measureable: task dashboard displays team performance, allowing for advanced settings such as working/offline hours and exclusion of certain tasks from stats calculation – is shared with team for collaboration and comments – includes social conversation context e.g. the Facebook post – provides built-in response capability for Twitter – provides activity log for all work done on the task – Comes with searching and filtering capability (task browser) • Create a ‘Task’ by clicking on the ‘clock icon’ next to a content item
    77. 77. 1. Social post published 2. Task created 3. Actions on Task: response sent, routed to internal team etc. 4. Task resolved Task Lifecycle
    78. 78. Task Settings – Admin Panel Enter “Disposition” labels here (e.g. billing issue)
    79. 79. Creating Task: Content Browser Click on the clock icon to create a task.
    80. 80. Creating Task from Streams View Create a task for from any content.
    81. 81. View Tasks in ‘Work’ All tasks appear in ‘Work’ queue • Tasks can be viewed/ managed in ‘Tasks’ • Notifications are sent out when a task is created
    82. 82. Task Details Remember to setup and verify: • User accounts • Notifications settings Tasks appear in ‘work’ queue and can be viewed/managed from Task Browser
    83. 83. Disposition and Exclusion from Stats Disposition allows you to classify the task resolution Capability to exclude a task from calculation of performance stats
    84. 84. History, Team Comments & Audit Trail All conversations, comments and changes to task status are logged
    85. 85. Social Context – Attach posts to existing Task Attach a post to a task by clicking on the ‘paper pin’ icon
    86. 86. Social Context – Conversation History Attached post appears as ‘Conversation History’ in the task
    87. 87. 1. Social post published 2. Task created 3. Response sent 4. Task resolved Definition of Performance Metrics Reaction time Resolution time Response time
    88. 88. Performance Reporting of Tasks Reaction, Response and Resolution time for tasks
    89. 89. Task Browser: View, Filter and Search Search within tasks - or apply filters from the sidebar
    90. 90. Task Insights -- Dashboard
    91. 91. Help and Support • Click on “Help and Support” button on the right side of any page • Or go to: http://support.mutualmind.com/
    92. 92. For More Information • Read our online FAQ • Check out release notes on our blog:  http://www.mutualmind.com/blog/tag/release-notes • Email us: support@mutualmind.com
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