IBM Social Media Analytics is a turnkey solution that helps organizations analyze social media data. It employs advanced IBM research assets to extract demographic, geographic, and behavioral insights from big social data. The easy-to-use tool includes pre-built dashboards and integrates with IBM analytics for sentiment analysis. It is deployed either on-premise or as software as a service. Case studies show how companies use it to improve customer experience, validate marketing programs, and inform urban planning.

1. © 2014 IBM Corporation
IBM Social Media Analytics:
Create Relationships. Build Advocacy.
Improve Loyalty.

2. © 2014 IBM Corporation
Agenda
 The Challenge of Big Data
 IBM Social Media Analytics (SMA) Overview
 How IBM SMA Works
 Use Cases for SMA
 SMA Capabilities
 Demo
 Conclusion
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Ian Balina
• TSS
• SMA Evangelist
• Mid-Atlantic
Region

3. © 2014 IBM Corporation
The Challenge of Big Data
 More than 1 billion unique users visit Youtube each
month watching over 6 billion hours of video
 More than 388 million people view more than 12.7
billion blog pages each month
 There are 500 million tweets daily – that’s 5,700 per
second
 50% of Facebook users check it daily – there are
more than 1 billion users world wide
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4. © 2014 IBM Corporation
Easy-To-Use and Scalable, Turn Key Solution
Designed For Non-IT Users
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IBM Social Media Analytics
• Employs IBM Research assets for
demographic, geographic, and behavioral
analytics that are light-years’ ahead
• User-friendly, easy-to-edit pre-built
dashboards
• Integrates with advanced analytics for best in
class sentiment analysis and segmentation
(SPSS)
• Available in 8 distinct sentiment languages:
English, German, French, Chinese, Spanish
& Dutch, Russian and Brazilian Portuguese
• Deployment options: On premise or SaaS

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IBM Social Media Analytics Differentiators
 IBM and Twitter landmark partnership is a game-changer with
regard to social data and the new “insight economy”
 Shared “Watson” DNA – for cognitive computing and natural
language processing
 Infuses social data into the ExperienceOne/IBM Customer
Analytics portfolio for integrated data-driven decision making
 Designed specifically for advanced analytics – not CRM --
based on sophisticated, highly precise algorithms
It’s always
been about the
analytics

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Social Intelligence Maturity Curve

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IBM Social Media Analytics Framework

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Schedule Operational Reports
Extract Indexed
Results for
Visualization
and Downstream
Analysis
Process and Analyze Documents
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Social
Data
Warehouse
Text
Index
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Explore and Analyze
Configure UI
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Automated Analysis UI Reporting UI
Analysis
IBM Social Media Analytics 1.3 – Application Workflow
New
Topics
Media
TypeDemographic
Affinity Influencer
Geographic
Sentiment Behavior
Language
(Optional) Define crawling queries
(Define document search criteria)
Define Analytics
(Define Types, Concepts, & Hotwords)
Retrieve Social Media Documents
(Subscription-based Historical
Repository)
Boards
Blogs
News
Microblogs
Videos
Reviews
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Example Query:
(Hilton OR Marriott
OR Starwood)
AND (Room Service)
Example Expression:
Hilton
Pool
Room Service

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Use Cases of IBM Social Media Analytics Customers
• Supply Chain Use Case – Acquire the Right Customers
− Major worldwide sporting goods manufacturer launches
new product with the help of IBM Social Media Analytics
• Retail Use Case – Deliver Superior Customer Experience
− Multi-billion dollar government-regulated liquor outlet
retailer validates marketing programs and campaigns and
monitors customer service reputation using IBM Social
Media Analytics
• Manufacturer Use Case -- Deliver Superior Customer
Experience + Optimize the Customer Journey
− Merial monitors the success of their NexGard product
launch with IBM Social Media Analytics.

10. © 2014 IBM Corporation• IBM® Social Media Analytics
• IBM Business Partner Apicube
City of Toulouse uses social data analysis to better understand and
meet citizens’ needs
1.6 million comments
analyzed to pinpoint 100,000
unique comments for more
precise analysis
Solution Components
Business Challenge: The Toulouse, France city government puts digital at the heart
of its relationship with citizens and aims to improve the quality of digital services.
However, despite its efforts, the city cannot realistically capture, manage and analyze
all questions and comments posted online and on social networks. The city wanted
to find new ways to capture the concerns of its citizens.
The Smarter Solution: The city government uses a social data analytics solution to
analyze citizens’ needs posted on public social media, taking into account factors
including context, content and sentiment. The insights help the city identify and
prioritize citizens’ most prevalent and pressing issues as well as understand how
messages may be resonating. This has helped the city clear up
misunderstandings about a major revitalization of the city center, allaying
anxieties about traffic and construction and gaining support for the project.
“By improving our understanding of the needs of citizens, we can offer them solutions
that perfectly meet their expectations. This is important that we can base our urban
policy on the right indicators.”
—Jean-François Portarrieu, director of communications
93% increase
in average response time to
road maintenance issues, from
15 days to 1 day
Boosts public relations
as well as urban planning and policy
development

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12. © 2014 IBM Corporation
Summary of IBM Social Media Analytics
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• Employs IBM Research assets for
demographic, geographic, and behavioral
analytics that are light-years’ ahead
• Leverages Big Data capabilities
• Integrates with advanced analytics for best in
class sentiment analysis and segmentation
(SPSS)
• Available in 8 distinct sentiment languages:
English, German, French, Chinese, Spanish
& Dutch, Russian and Brazilian Portuguese
• User-friendly, easy-to-edit pre-built
dashboards
• Deployment options: On premise or SaaS

13. © 2014 IBM Corporation
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