Social Media Monitoring Tools and Services Report 2015 Presentation

Social Media Monitoring
Tools and Services
Report 2016, 7th Edition
Ideya Business and Marketing Consultancy LTD.
Cambridge, United Kingdom, 26 January, 2017
Based on the Analysis of 200
SMM Technologies and Services

Contents
• Introduction
• Social Media Monitoring (SMM) Concepts, Benefits,
and Product Applications
• SMM Tools 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
© 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

Introduction
SMM Tools and Services Report 2016,
7th Edition, November 15, 2016

Introduction - SMM Tools and Services
Report 2016
• SMM Tools and Services Report 2016, the 7th
Edition
• Analysis and elaborate profiles of 200 SMM technologies worldwide
resulted from
• 2 1/2 months of extensive market research, interviews with experts,
and SMM vendors (September 2016 – November 2016)
• Careful examination of tools’ description on the official company and
product Web site and supplemented with vendors’ comments, product
reviews, and market reports in order to create a comprehensive
profile for each SMM tool and service.

Introduction - SMM Tools and
Services Report 2016
WHO WILL
BENEFIT
FROM THE
REPORT
MATURE BUSINESSES
That are interested in broadening their understanding of SMM tools and
decide whether to develop their own tools or use external solution
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 opportunities 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 are looking for investment opportunities and seeking information on
technologies and companies.

SMM Tools and Services Report
2016
- SMM Tools and Services by Current Status
160
22 18
Paid Paid/Free Free
NumberofToolsandServices
SMM Tools and Services by Current Status

Distribution of SMM Tools and
Services by Provider’s HQs Location
Distribution of SMM Tools and
Services by Country
HQs Location
Number of
Tools/Service
Providers
HQs Location
Number of
Tools/Service
Providers
United States 92 United Arab Emirate 2
United Kingdom 24 Spain 2
Canada 14 Italy 2
Germany 13 Argentina 1
France 9 Austria 1
Russia 4 Brazil 1
Netherlands 4 Chile 1
China 3 Croatia 1
Australia 3 Denmark 1
Luxembourg 3 Finland 1
India 2 Israel 1
Poland 2 Japan 1
Singapore 2 Norway 1
Sweden 2 South Africa 1
Turkey 2 South Korea 1
Ukraine 2 Switzerland 1
US, 92
UK, 24
Canada, 14
Germany, 13
France, 9
Russia, 4
Netherlands , 4
China, 3
Australia , 3
Luxembourg, 3
Others, 13 US
UK
Canada
Germany
France
Russia
Netherlands
China
Australia
Luxembourg
India
Sweden
Spain
Poland
Turkey
Ukraine

Paid SMM Tools and Services (160)
 Adobe® Social
 Agility PR Solutions
 Appreciation Engine
 Astute Social™
 Audiense
 bc.lab
 BIG Engagement, Publishing and
Monitoring
 BirdSong
 Blogmeter Social Listening,
Blogmeter Social Analytics,
Blogmeter Social TV Listening
 blueReport (Cognita AG)
 BoomSonar
 Brand24
 BrandChats
 Brand Embassy
 BrandMetric Sonar BM
 BrandProtect SMART Platform
 BrandsEye
 BrandSpotter
 Brandwatch
 BurrellesLuce iMonitor
 Buzzcapture
 BuzzForce™ and Social Media
Dashboard /Oceanus
 BuzzNumbers
 CyberAlert Social Media
Monitoring
 CX Social/ formerly Engagor
(Clarabridge)
 DataChamp24
 Daumsoft Mining Minds
 Dialogix
 Digimind Intelligence
 Digimind Social
 Ditto Analytics
 Ebiquity Sonar
 eCairn Conversation™
 Echobot
 Engage121
 evolve24 Evolution Platform
 Factiva (Dow Jones)
 Falcon.io
 FirstRain Orion
 ForeSee Customer Experience
Analytics for Social Media
 Genpact's Social Media Research
and Media Monitoring
 Gorkana Social Media Pro/ Cision
 Hearsay Social
 HottoLink
 HubSpot
 Iconosquare
 Lithium Response, Lithium
Reach and Lithium Social
Media Analytics
 ListenLogic Unstructured Big
Data Analytics & Insights
 LRWMotiveQuest
 M-Adaptive
 Media Sonar
 Meltwater Media Intelligence
Platform
 Mention
 Microsoft Social Engagement
 mPACT, mPACT Connect
 muFusion™
 MutualMind
 Nasdaq OMX Media Intelligence
(formerly Thomson One PR)
 NetBase™
 Netmonita
 Nexalogy
 Next Analytics Social Media
Dashboard
 Nielsen Social
 NUVI™
 Onalytica
 OpenText Explore
 Opinion Tracker
 Sentiment (Sentiment Metrics)
 SentiOne
 Silverbakk
 Simplify360
 SDL Social Intelligence: SDL
Social Media Monitoring and
Customer Journey Analytics
 SmartFocus Social Insights
 Snaptrends - A Social Insights
Solution
 Social360
 Socialbakers
 Social Figures BrandCare
 SocialFlow
 Social Local Platform/Rio SEO
 SocialEye™
 SOCIALEYEZ™
 Socialmetrix Echo
 Social Studio / Salesforce
Social Media Marketing
 SoDash
 Spotter Pulse
 Spredfast Social Media
Management System
 Sprinklr
 Sprout Social
 Symscio

Paid SMM Tools and Services (160)
 ChatterGuard
 Cogia Web Observer 3.0/ Text
Mining /Web Audit / Report / Alerts
& News Clipping / Engagement
Tool
 Cisco® SocialMiner
 Cision PR Edition
 Cision Social Software
 Clipit
 Cogito
 Commetric Media Analytics
 Commetric Influencer Network
Analysis
 complexium MATRIX, GALAXY,
KYEPLEX
 Converseon
 Confirmit Horizons: Confirmit
Genius Social Analytics
 Coosto
 Crimson Hexagon ForSight™
 Crimson Hexagon HelioSight
 Curalate
 CustomScoop Media Monitoring /
CARMA
 IBM Watson Analytics for
Social Media
 IBM® SPSS® Modeler
Premium
 iContact Pro Select
 Infegy Atlas
 IQBuzz
 Isentia Brandtology
 IWOMmaster Platform
 J.D. Power Social Media
Insights
 Kantar Media Social Media
Intelligence
 Klarity Analytics
 Landau Media Online
Monitoring
 Launchmetrics
 Lexalytics Salience
 LexisNexis® Newsdesk
 Linguamatics I2E Text Mining
Solution for News & Social
Media
 Linkfluence Radarly
 Oracle RightNow Social
Experience
 Oracle Social Cloud and
Oracle Social Relationship
Management
 Polecat
 Pulsar TRAC
 Raven Social
 ReplyOne
 Reputation Control
 Reputation.com
 RepuTrace /RepuTrack
 Revinate
 ReviewPro
 Semantria
 Sendible
 SAS® Social Media
Analytics
 Scanbuzz
 ScribbleLive Insights and
Engagement
 SemanticForce
 SentiMetrix
 Synthesio
 Sysomos Expion
 Sysomos Heartbeat
 Sysomos Media Analysis Platform
(MAP)
 Tailwind
 Traackr
 Tracebuzz
 Trackur
 Tracx
 TrustYou
 Twilert
 uberMetrics Delta
 VendAsta's Reputation Management
Platform
 Verint Text Analytics
 VICO Analytics
 VICO PRISY
 WaveMetrix
 Webtrends Social Analytics
 Wobot
 YouScan
 Zignal Labs

SMM Tools with Free and Paid
SMM Services
SMM Tools with Free and Paid SMM Services (Total 22)
Free SMM Tools (Total 18)
 AgoraPulse
 Cyfe
 Buzzmonitor / E.Life
 Hashtags
 Hootsuite
 HowSociable
 IBM AlchemyLanguage
 Klout
 Kred (PeopleBrowsr)
 Mediatoolkit
 NetBase LIVE Pulse™
 Netvibes
 NodeXL
 quintly
 Simply Measured
 Social Searcher
 Tagboard
 Talkwalker
 TO THE NEW Social
Analytics/ThoughtBuzz
 Twingly
 Zuum Social
 Board Reader
 BoomSocial
 Facebook Insights
 Followerwonk
 LinkedIn Analytics
 Meltwater IceRocket
 Mentionmap
 NexaMe (Nexalogy)
 Omgili
 Search (Facebook)
 Social Mention
 Talkwalker Alerts
 Talkwalker Social Search
 Tweetchup
 TweetDeck
 Twitter Search
 Unruly Analytics
 Viralwoot

SMM Tools and Services
- Customer Position
 Increasing adoption and investment in SMM Technologies and social media
programs (e.g., employee advocacy, social selling, social recruiting, etc.)
 Most businesses are still struggling with the tools selection to meet their
requirements and business goals
 Rapidly changing SMM Technology Market
 New tools and services are emerging continually delivering unique and more
sophisticated analytical capabilities, while already established SMM companies are
frequently improving their products by introducing new features and coverage to
accommodate their clients’ needs.
 Each product offers a 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 or rather integrated SMM tool vs. point solution
• What are your specific business goals and monitoring requirements?

Strategic Approach to Selecting and
Employing SMM Tools and Services
We hope to enable companies and individuals to make effective decisions about the
use of monitoring tools and services for their purposes, based on their specific
business needs, objectives and budget, as the ideal solution for one business may not
often be the best choice for another business.
Strategic Approach to Selecting and
Employing SMM Tools and Services
UNDERSTAND KEY
SOCIAL MEDIA
MONITORING CONCEPTS ,
FUNCTIONS AND
APPLICATIONS
SEE HOW THEY CAN BE
APPLIED WITHIN YOUR
ORGANIZATION
UNDERSTAND SMM
MARKET AND MARKET
TRENDS
- MARKET DYNAMICS
- TECHNOLOGY
INNOVATION
- CUSTOMER POSITION
LEARN ABOUT SMM TOOL
COVERAGE AND KEY
FEATURES
QUESTIONS TO ASK AND
FACTORS TO CONSIDER
WHEN SELECTING SMM
TOOL AND SERVICES
PRICING AND PRODUCT
AND SERVICE
AVAILABILITY
LEARN ABOUT DIFFERENT
PRODUCT AND SERVICES,
PRICING PLANS AND
FREE OFFERS
VENDOR EXPERIENCE:
- CLIENTS SERVED
- # OF YEARS IN
SMM BUSINESS
- INDUSTRY FOCUS
- COMPANY SIZE

Social Media Monitoring
Concepts and Applications
SMM Tools and Services Report 2016, 7th Edition,
November 2016

Key SMM Concepts
- SMM Product Definition
• Social Media Monitoring (SMM) tools are software applications, which enable
companies to GATHER, CATEGORIZE, ANALYZE, MONITOR and often
ENGAGE in online conversations about companies, brands, products,
competitors, industry and other topics of interest across social Web.
• Different terms confusing buyers
SOCIAL MEDIA or
MEDIA MONITORING
TOOLS
SOCIAL LISTENING
PLATFORMS
SOCIAL MEDIA
ANALYTICS
SOCIAL MEDIA
MANAGEMENT
TOOLS
SOCIAL
INTELLIGENCE
TOOLS
SOCIAL MEDIA
MARKETING TOOLS
• What is a definition of each category and how they differ?
• Who are the leading providers in each category?

Key SMM Concepts – Media Coverage
- Types of Social Media / Examples
 Social networks
 General Social Networks
 Professional Social Networks
 Private Social Networks
 International Social Networks
 Discussion boards and reviews
 Forums
 Classified
 Business Ratings and Reviews
 Social Commerce & Payment
 Chat rooms, message boards
 Community Q&A
 Interest Communities
 Social Travel Networks
 Social bookmarking and tagging
 Social News
 Virtual World
 Social Gaming
 Micro-blogging / micro messaging:
 Blogs
 Multimedia sharing services
 Photo sharing
 Video sharing
 Livecasting
 Music and audio sharing
 Presentation sharing
 Podcast and other forms of audio content
 Video Blogging
 Location Based
 LiveStreaming
 Mobile social and messaging apps
 Wikis
 RSS
 Events
 Widgets Mash-ups and others.
• The report offers extensive listing of media coverage under each category.

Key SMM Concepts – Media Coverage
- Common Types of Social Media / Examples
• Many SMM tools also allow extraction, monitoring and
analysis of:
• The content clients may
license directly or
• Specific sources that the
client wants to process.
• 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.)
• Extraction of the various 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.
• What is your media coverage requirement for social media monitoring?

– Understanding the benefits and possible applications of SMM technologies
is of outmost importance
Understanding Key SMM Concepts
and Benefits
- Key Social Media Monitoring Benefits Discussed
Key Business Goals:
Increase Sales,
Market Share,
Customer
Retention,
Operating Margin,
ROI
Generate More Qualified Leads
Shorten the Sales Cycle
Create Thought Leadership
Improve Visibility, Awareness, Advance Brand Advocacy
and Increase Brand Value
Improve Brand Reputation and Counter Negative Perception
Identify and Create New Partnerships
Reduce Marketing, Market Research, Research & Development,
IT, Recruitment, and other Operating Costs
Test Ideas and Launch Product
Increase Operational Efficiency
Improve Customer Services, Engagement, Experience, Satisfaction
and Customer Retention

Understanding Key SMM
Concepts and Applications
- Key Product Applications Discussed
How Can SMM Tools Support Key Areas Of Business?
Marketing &
Corporate
Communication
Event Management
Public Relations
(PR)
Search Engine
Marketing
Advertising
Investor Relations
(IR)
Business
Development,
Sales and Lead
Generation
Social Media
Marketing
Market Research
Product R&D and
Innovation
Management
Operations
Customer Services Human Resources
Legal
Open Source
Intelligence

Understanding SMM
Market and Market Trends
November 2016

Understanding SMM Market and
Market Trends
What is the Market Size and Growth
• Global Social Media Analytics market will grow from
$1.60 billion in 2015 to $5.40 billion in 2020, at a CAGR
of 27.6% during the forecast period.
Market Dynamics
• Big technology companies continue to take over the market
• Partnerships on the rise to deliver more strategic insights for businesses
• Further decline in merger and acquisition activity continues in 2016
• Increasing number of vendors offering combination of free and fee based
SMM tools and services to create demand for paid services

Understanding SMM Market
and Market Trends
• Which SMM vendors scored the largest number of acquisitions in the last 2 years?
5 5
13
35
53
43
29
47
34
24
0
10
20
30
40
50
60
2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 3rd Quarter
NumberofDeals
M&A A C TIV ITY IN SMM MA RK ET ( P ERIO D 2 0 0 7 - 2 0 16 )

Market Trends
Technology Innovation
 Continuous advancement in SMM technologies and features
• Examples: Further Expansion of Language Coverage, Media Coverage and Analytics as Social Media Evolves,
Increased Industry Specialization and Partnerships, More Structured Approach to Online Monitoring and Engagement,
Bringing Owned and Earned Media Together, Taking on The Challenges of Developing Right Metrics, and others
 Continuous expansion of media coverage and analytics as social media evolves
 Social TV has opened new opportunities for SMM and analytics
 Emergence of new kind of analytics
Customer Position
 Increasing adoption and investment in social media technologies
 Increasing adoption of Employee Advocacy Programs on the rise
 Choosing between point solutions and integrated social media suites
 Businesses still struggling with the tool selection and social media monitoring

and Market Trends
Media Type Definition Media Components (Examples)
OWNED
MEDIA
Company’s owned media managed by a brand
and built for long term relationships with their
customers and earned media. Typically used for
targeting customers.
Company Web site, Mobile site, Company Social media
accounts including Company blog, Company microblogs
(Twitter Account, etc.), Company’s social network
accounts (e.g., Facebook, etc.), online communities, sales
collateral such as email newsletters/brochures, etc.
EARNED
MEDIA
Organic mentions of a company’s brand on
other websites, social platforms, online
communities, etc., often resulted from a
successfully executed and well managed owned
and paid media campaigns (e.g., Marketing and
PR efforts). Typically used for targeting
advocates.
Word of mouth, Buzz on Facebook Twitter, Dig, YouTube,
Flickr, blogs, forums, communities, etc.
PAID MEDIA
Paid by a brand and feeds owned and creates
earned media. Typically used for targeting
prospects.
Traditional ads, Paid Search, Sponsorship, Print,
Magazine, Television, Radio, Cinema, Banners, Direct
mail, in-store media, etc.
• Which SMM tools bring together owned and earned media?
Bringing Owned and Earned Media Together
 Increasing number of SMM tools are bringing owned and earned media analysis together in one platform
 Bringing together owned media posts and earned mentions allows companies to better understand the
impact of their social media activities on online buzz

and Market Trends
- Crimson Hexagon ForSight™ - Templates
for Owned and Earned Media Analysis
- Bringing Owned, Earned and Paid Media Together - Examples
• What are the other SMM tools that bring together owned, earned and/or paid media?
- Sprinklr Paid Advertising - Paid Initiatives Details and
Setting up Advertising Goals

and Market Trends
- Increased Popularity of Predictive Analytics
• Which SMM tools offer predictive analytics?
PREDICTIVE ANALYTICS (EXAMPLE) - IBM Watson Analytics for Social Media
- Predictive Analytics for Everyone: Predictive Models and Discoveries

Market Trends
- Increased Importance of Mobile Platforms continues (examples)
Coosto Customer Engagement Application on
Different Devices
Commetric Media Analytics Dashboards
Providing Responsive, Mobile-friendly Delivery
Formats

Market Trends
- Increased Importance of Mobile Platforms continues (examples)
Mention.com Desktop and Mobile App for
iPhone Solution – e.g., Task Assignment
Tracebuzz Accessible from Any Device
(Desktop, Laptop, iPad, Smartphones)

Market Trends
- Emergence of Social TV Opens new
opportunities for SMM and Analytics
Example: Social TV Meter Dashboard Showing Trend
per Minute, Key Performance Indicators (Posts, Unique
Authors, Unique Impressions, Post/min, Post/User,
Peak/min) and Hashtag Cloud - Blogmeter Social TV
Listening
© 2016 Ideya, Ltd. All
/ideya.eu.com/reports.html
- Image Recognition Analytics on the Rise
Example: Curalate Explore Search
- Source Compelling Visual Content at Scale in
Minutes, Not Hours

Market Trends
 Larger businesses are becoming more sophisticated
in their social media strategies and investing in
powerful platforms and Command Centres
Example: Oracle Social Engagement and Monitoring Cloud
Social Intelligence Center View Offering “command-style
center” creation capabilities within the Oracle SRM platform
Example: BoomSonar Newshub - A Real Time
Command Center Designed to Provide a Real Time
Summary of Brands' Online Assets

Social Media Monitoring Tools
Key Product Features
November 2016

SMM Tools - Key Product Features and
Factors Impacting Selection Process
Ideya Business and Marketing Consultancy Ltd
Data Management
Data Acquisition Coverage Media Coverage
Language Coverage
Geographic Coverage
Industry Specific Coverage
Data Latency
Data Cleaning For Spam
Alerts
Data Export
Application Programming Interface (API)
Integration
Data Archiving
Data Analysis and
Visualization
Media Statistics
Filtering and Sorting of Results
Sentiment Analysis
Automated
Human
Influencer Profiling and Analysis
Viral Content Tracking and Analysis
Trend Analysis
Topic and Theme Analysis
Word/Tag Cloud
Competitive Monitoring and Analysis
Predictive Analytics
Campaign Monitoring and
Measurements
Process
Management and
User Interface
Dashboard Standard/ Pre-defined
Customizable
Workflow Management
Engagement Function / Publishing
Customer Relationship Management
Factors
Pricing
Clients
Year of Product Release
Product Applications
Industry Focus
Company Size

Products Differ In Terms Of Product Features,
But the Difference is Slowly Diminishing
% of Products Offering
Specific Feature
2016 vs. 2015
- % of Products Offering A Specific Feature 2016 vs. 2015
69%
76%
69%
69%
73%
52%
58%
26%
67%
40%
78%
16%
7%
91%
74%
57%
79%
68%
61%
65%
60%
19%
47%
77%
84%
78%
76%
76%
63%
67%
35%
72%
46%
84%
17%
14%
95%
81%
63%
84%
73%
66%
72%
68%
27%
53%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Data Alerts
Data Export
API Integration
Data Archiving
Filtering by Media
Filtering by Geography
Filtering by Keyword
Filtering by Demographics
Automated Sentiment Analysis
Human Sentiment Analysis
Influencer Analysis & Profiling
Viral Content Tracking
Trend Analysis
Topic /Theme Analysis
Word / Tag Cloud or Clusters
Competitive Analysis
Campaign Mgmt & Monitoring
Customizable Dashboard
Workflow Management
Engagement Function
Publishing
CRM
Key Product Features - % of Companies
2016 (%) 2015 (%)

Data Management
Features
November 2016

The Tool Key Features
- Data Management Features
Data
Management
Features
Data Acquisition
Data Coverage
Media Coverage
Language Coverage
Geographic Coverage
Industry Specific
Coverage
Data Latency
Data Cleaning
For Spam
Data Alerts
Data Export
Application Programming
Interface (API) Integration
Data Archiving
- Key Data Management Features

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? Which tools offer
sentiment analysis in more than 10 languages?
• 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.
• What are your requirements in terms of media, geographic, or language coverage?

Key Data Management Features
– Media and Language Coverage
SMM Tools and Services Report 2016
TABLE 8 SMM Product Comparisons by Media and Language Coverage
(A Sample Out of 200 SMM Tools Profiles)
Product Name Media Coverage Language Coverage
 BoomSonar
Monitoring: All types of web sites, Facebook, Twitter, Google+, LinkedIn, YouTube,
Vine, WordPress, VKontakte, Dailymotion, Vimeo, Tumblr, blogs, forums, comments,
review sites, sharing and bookmarking sites. Monitoring of Instagram and Foursquare
available with BoomExtra subscription. Facebook Topic Data: Available as an
optional extra. Firehose Access to Major Sources: BoomSonar has firehose access
to multiple sources, including Twitter, WordPress, Tumblr, IntenseDebate and Disqus
data for real time monitoring,
Management and Publishing: Facebook, Twitter, Instagram, Google+, LinkedIn, and
YouTube.
Languages: BoomSonar covers all languages. Automated sentiment and topic
analysis is available for English, German, French, Spanish, Italian and Turkish.
Geographic Coverage: Global
 Snaptrends – A Social
Insights Solution
Supports monitoring of Facebook, Twitter, Instagram, YouTube, Flickr, Google+ and
Vk for social media posts. For person discovery, Snaptrends hits dozens of other
social services to gather a complete Social Footprint on individuals. Some of these
services include LinkedIn, Pinterest, Kik, Ask.fm, Snapchat, Tumblr, WordPress,
Vine, and many more.
The service is architected to connect to additional future social media data feeds.
Under its agreement with Twitter, Snaptrends has direct access to the Twitter fire
hose and therefore can provide custom solutions to its clients.
Languages: Multi-Language Support: Snaptrends location-based social media
intelligence is language agnostic. The software can search and translate in over
103 different languages simply by using the phrase the analyst is searching. The
enterprise version is available in multiple languages.
Snaptrends is architected and developed in English. However, it is a Unicode
solution with the capability to display and store in any standard available character
sets. Sentiment analysis currently performed for English. Google Translate is the
standard translation service of the application; however, other translation services
can be integrated based on user requirements. Geographic Coverage:
Worldwide Availability With the Exception of Embargoed Countries
Source: Social Media Monitoring Tools and Services Report 2016

- Industry Coverage
TABLE 9. Industry Coverage – List of SMM Tools and Services
Examples of SMM Tools with
Industry specialization:
Industry Focus
 Buzzcapture
All industry segments with special focus on Financial Services, Government, HealthCare Insurance, Retail,
Pharmaceutical Industry, and Non-Profit Organizations
 Coosto
Retail, Automotive, Marketing/Communication/PR/Media Agencies, Telecommunication, Travel, IT,
Financial, Government, Charity, Security Intel, Health, Higher Education
Intelligence System
Snaptrends offers services and solutions for enterprises and organizations across all industry sectors
including: Insurance, Financial Services, Manufacturing, Real Estate, Life Sciences, Bio-Technology,
Consumer Products, Media/Entertainment, Professional Services, Events (Sports, Concerts, Trade Shows,
etc.), Multi-location Corporate (Retail/Restaurant/Hotels), Politics (Elections/Candidates/ Parties/Issues),
Healthcare, Resilient Communities, Education (Schools, Administrations, Districts), Energy & Utilities
(Petrochemical, Manufacturing, Utilities), Security (Small Business/Corporate), Professional Consulting/PR
firms.

- Alerts and Data Export
• Alerts (2016: 77% - 2015: 69%)
• STANDARD ALERTS: triggered by specific keyword or phrase that is
monitored
• THRESHOLD ALERTS: triggered when user key metrics exceed or fall below
expectation (a 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 (2016: 84% - 2015: 76%)
– 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.
– Which tools offer standard or /and threshold alerts?

Data Analysis and Visualization
Features
- Alerts (examples)
Twilert Dashboard: Create New Twilert
- Search, Extensive Filtering (by Keywords, User, Location, and Misc.) and Automatic Daily Results

- API Integration, Data Archiving
• Application Programming Interface (API) Integration (2016: 78% -
2015: 69%)
– 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
• Data Archiving for Historical Benchmarking & Compliance (2016:
78% - 2015: 69%)
– 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.
• ENTERPRISE SYSTEMS
• SM PLATFORMS
• MOBILE
• COMPLIANCE SYSTEMS and others.

- API Integration (examples)
Sprinklr Market Place
- Integration with existing CRM Systems, Analytics, Marketing Automation, Asset Management, Profile and Message
Enrichment Systems

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
Product Alerts Data Export API Integration Data Archiving
 Buzzcapture Yes Yes Yes Yes
 YouScan Yes Yes Yes Yes

Data Analysis and
Visualization Features
November 2016

The Tool Key Features and Factors
Impacting Selection Process
- Key Data Analysis and Visualization Features
Data Analysis and
Visualization
Media Statistics
Filtering and Sorting of Results
Sentiment Analysis
Automated
Human
Influencer Profiling and Analysis
Viral Content Tracking and Analysis
Trend Analysis
Topic and Theme Analysis
Word/Tag Cloud
Competitive Monitoring and Analysis
Campaign Monitoring and
Measurements

Features
- Media Statistics
• 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.)
• Type of Metrics:
• Channel Metrics: e.g., Facebook, Twitter, Google+, Instagram, LinkedIn,
Pinterest, SlideShare.net, Tumblr, YouTube, and others
• Cross Channel Social Performance
• Category Metrics: e.g., Audience Metrics, Social Listening & Monitoring Metrics
(e.g. presence, sentiment, reach, resonance, etc.), Engagement Metrics, Content
Performance Metrics/Campaign Effectiveness, Total Exposure Metrics & Social
Graph, Customer Service Metrics, Customer Relationship Metrics, and others.
• What are the key metrics under each category and which tools offer them?
• What are the key measurement challenges?

Features
- Media Statistics (examples)
Sprout Social Reports – Instagram Profiles
Top Instagram Posts and Audience Growth
Klarity Single Platform – Interactions
Total Likes, Comments, Shares, Direction Of Interactions,
Strength of interactions
BoomSocial Premium Reports – Engagement Overview
- BoomSocial Premium Analysis Including Industry Statistics,
Engagement Metrics, Content Types, Hourly Activities and much more

Features
Echobot Dashboard – Web Media Result Page
with Key Statistics and Charts
IWOMcooperator™
– Social Profile

Features
M-Adaptive – Metrics
Timeline, Own Tweet Type Distribution, Activity, Reach, Top Mentioners, and
Top Mentioned
Talkwalker’s Preconfigured Use Case Dashboard - Crises
- Key Metrics Including Share of Sentiment, Negative Sentiment Trends
and Volume and Growth in Mentions, Engagement, and Potential
Reach

Features
- Media Statistics
Astute Social – Listening Dashboard
Key Metrics including Total Interactions, Daily Average, Peak Interactions, Minimum Interactions, Sentiment, and Emotion

Features
- Media Statistics
VICO PRISY Dashboard – Review Monitoring Overview
VICO PRISY Dashboard –
Review Monitoring Product List

Features
Media Statistics (examples)
IBM Watson Analytics for Social Media – Discovery Set: Data and Visualizations
Recommended Starting Points and the Ability to Ask Questions about Your Data

Features
- Filtering and Sorting Options
• Filtering of Results (35% - 76% in 2016 – 26%-
73% in 2015)
• 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
drill 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), Topics (respective keyword/phrase), Sentiments,
Demographics of active users and voices (by age, gender,
location, and occupation of people driving the conversation),
Author Reach and/or Author’s Influence, and many others.
• How specific you want to be in your analysis? (city level, country level, specific
language, specific demographics of the author, etc.)

Features
– Filtering of Results (examples)
Opinion Tracker
- Filters and Semantic Analysis
Launchmetrics Dashboard: Monitoring Definition Scope

Features
Live View: Single Geofence with Social Media Post Location
Pins - Snaptrends - A Social Insights Solution
NUVI™ Dashboard - Interactive Geo-Location Map with the Street-
Level Zoom Capability
BoomSocial - A Free Tool Offering Extensive Filtering Options
and Analysis of Social Media Metrics Including Volume of Fans,
Fan Growth, PTAT, Engagement Rate, Boom Quality Score
(BQS), and much more

Features
Search Results and Word Cloud/ Filtering Options by Topics, People,
Organizations, Speakers, Speech, HashTags, Twitter Mentions. This
section had a major design change – Spotter Pulse
YouScan Report – Demographic Analysis
Displaying Demographic Analysis by Gender Type and Age,
and Volume of Posts by Gender Type

Features
– Filtering of Results & Sorting (examples)
Extensive Filtering Options, Statistics, and Messages -
Clipit Portal
Admin Campaign Geo Filters - MutualMind
Sorting - Search Results that can be sorted by Time, Reach and
Virality and Filtered by Media Source, Domains, Language, Authors,
and Time - Mediatoolkit Dashboard
• Sorting of Results
• Sorting of results by Influence, Profiles,
Time/Date, Source credibility, Relevance,
Key metrics (volume of mentions, reach,
virality, etc.) and others.

Features
– Segmentation (examples)
Segmentation: Personality Insights for Twitter, Powered by IBM Watson - Visualizing Audience
Personality Traits to Enable Segmentation at a Psychological Level - Audiense Dashboard
Demographics Summary: Gender Split, Gender Split
Trends, Top Interests and Professions by Unique
Authors, and Trends - Brandwatch Dashboard

Features
– Sentiment Analysis
• Sentiment Analysis: Automated Sentiment Analysis (2016 72% – 2015 67%);
Human Sentiment Analysis (2016 46% - 2015 40%)
• 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, accuracy of the analysis,
etc.
• Key Metrics: What are the key metrics (e.g., sentiment ratio, net sentiment of
Industry, sentiment score, idea impact, etc.) and what they mean?

Features
– Sentiment Analysis (examples)
iSentia Brandtology Dashboard
– Buzz and Sentiments
Social Data Visualization: Sentiment Over Time Tool
- Snaptrends

Features
Infegy Atlas Dashboard –
- Detection and Measurement of Emotions and Themes such as
Discussions of Quality of Comments Indicating an Intent to Purchase
Infegy Atlas Dashboard –
- Detection and Measurement of Emotions and Themes such
as Discussions of Quality of Comments Indicating an Intent to
Purchase

Features
Sentiment Analysis: Clipit Dashboard
– Analysis covering Sentiment Analysis, Trends, and Key Topics
Activity and Sentiment Analysis of Competitors - Brand
Comparison in Media Monitoring Module - Coosto

Features
– Human Sentiment Analysis (examples)
Manual Assignment of Sentiment - Mediatoolkit Dashboard Showing Preview of Query Results by Topic and the List of
Mentions Filtered by Croatian Language With Option to Manually Assign Sentiment to Each Mentions and Key Statistics (Likes,
Shares, Comments, Tweets, Reach, Virality)

Features
– Influencer Analysis
• Influencer Analysis and Profiling (2016 84% - 2015 78%)
– 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.
– ENGAGE WITH INFLUENCERS
– Key Metrics: What are the key metrics (e.g., SOM, % of Active Advocates, Advocate Influence,
Advocate Impact, Influence Score, Klout Score, Kred Score, PeerIndex Score, Traackr, and many
others) and what they mean?
• Which tools offer comprehensive Influencer Analysis and Profiling?

Features
– Influencer Analysis (examples)
Influencers Sorted by Influencer Rank - Traackr Influencer Profile - Traackr
Cogia Intelligence Web Observer 3.0
- Top Sites, Top Threads, Influencers

Features
Influencers Table - Overview
Influence Score, Tweets, Mentions, Followers, Retweets, Retweets Sent, Replies, Favorites, Listed, Klout Score, Direct
Reach, Echo Reach, Total Reach – Spotter Pulse

Features
NUVI™ Bubble Stream Chart Combining Commenter's
Influence and Sentiment
Influencers - Top Authors by Post and Reach, Top Media and List of
Key Contributors - Landau Media Dashboard

Features
Influencer Analysis and Profiling
Displaying Top Authors by Volume of Posts, Author Name, Site, Volume of
Mentions, Sentiment and Impact - Brandwatch Dashboard
Crimson Hexagon ForSight™ Dashboard
– Author Interests Analysis

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.
• Which SMM tools offer Social Network Analysis (SNA)?

Features
NodeXL Worksheet Showing Data, Network Metrics, and Visualization of Clustered Nodes

Features
Commetric Influencer Network Analysis
Interactive Social Network Analysis Map with Filtering Options (e.g., Weight, Influencer Score, etc.) Showing Individuals in a Group who are
Drivers of Change, Trend-Setters and Industry Opinion Makers

Features
- Viral Content Tracking & Analysis
• Viral Content Tracking and Analysis (2016 17% - 2015 16% )
– 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.
Talkwalker’s Virality Map – helps
users to identify amplifiers of a
specific story and understand how a
story breaks and spreads through
various media types, languages, or
countries.

Features
- Viral Content Tracking & Analysis
• Viral Content Tracking and Analysis (examples)
Mediatoolkit Dashboard – Mentions Popularity by Virality Factor
Showing How Well Particular Mention is Penetrating across Social Media Compared to the Articles from the Same Source
Mediatoolkit Dashboard – Top Influencers by Their Average Virality Counted by Average Web Visits, Social Shares and Other Factors

Features
- Trend Analysis
• Trend Analysis (2016 95% - 2015 91% )
– 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
Trend Analysis: Klarity Cross Platform
Engagement Line Graph
• Which tools offer more than 1 year of historical coverage?

Features
- Trend Analysis (examples)
Trend Analysis –
– Timeline by Sentiment, Topic Analysis by Sentiment,
Tonality Analysis, Sources, - bc.lab Monthly Social Media
Report
Trends - Competitor Analysis
- SDL Social Intelligence Customer Journey Analytics
Dashboard

Features
- Trend Analysis (examples)
– Time Analysis Chart – Posts by Day of Week and Time
Snaptrends – A Social Insights Solution
Opinion Tracker – Interactive Timeline

Features
- Topic Analysis, Word/Tag Cloud, Clustering
• Topic and Theme Analysis (2016 81% - 2015 74%)
– 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 (2016 63% - 2015 57%)
– 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

Features
– Topic Analysis (examples)
Topic Analysis including Trending Topics in
Real Time, Sentiment Analysis, Share of Voice
and Ranking by Topics - Astute Social Listening
Dashboard
Conversation Themes
- Keyword Mentions Report - Traackr

Features
Pulsar TRAC – The Bundle Visualization Showing the
Most Frequent Correlations between Keywords or Topics
Interactive Tree Map
Showing the Most
Common Terms in the
Mention Sets – iSentia
BuzzNumbers
Dashboard
IBM SPSS Modeler Premium Analysis Workbench – Custom
Social Media Analysis Using NLP including Concept Web

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: 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
Crimson Hexagon ForSight™ Dashboard
– Cluster Analysis

Features
Tracx Image Cloud
- View and Understand the Entire Conversation That Has Been Driven by both
Text and Visual Mentions(s) of Your Brand and Directly Share, Engage and/or
Publish with Ease
NUVI™ Word Burst Chart - Topic Analysis, Keyword Categorization, and
Sample Mentions
Heartbeat Topic Analysis
– Word Cloud and BuzzGraph showing
the linkages between the keywords and
“Key-Conversations”

Features
Topic Analysis: iSentia Brandtology Dashboard
– Foam Tree
Affinities Providing the Data behind the
Consumers Talking About a Brand or Topic
- Astute Social Listening Dashboard

Features
- Benchmarking & Competitive Monitoring and Analysis
• Benchmarking and Competitive Monitoring and Analysis (2016 84%
- 2015 79%)
• 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
• Which SMM Tools offer comprehensive Benchmarking and/or Competitive Analysis?
• Are you able to measure effectively how your brand and products measure up to the
competition or industry as a whole?

Features
Benchmarking & Competitive Monitoring and Analysis (examples)
Competitive Analysis - Sentiment
Analysis and Benchmark vs. Industry and
Competitors - Buzzcapture Narrowcast
Competitive Analysis
- Top Brands by Number of Posts and Reach, List
of Key Contributors - Landau Media Dashboard

Features
- Benchmarking & Competitive Monitoring and Analysis (examples)
Competitive Analysis: Experience Scores and Benchmark
Performance - SDL Social Intelligence Customer Journey
Analytics
Competitive Matrix KPI's: Klarity Index
- Klarity Analytical Dashboard

Features
- Benchmarking & Competitive Monitoring and Analysis (examples)
Competitive Analysis: BirdSong Bespoke Analysis
– Follower Mapping on Twitter
– Basic Competitive Facebook Analysis (T-
Mobile/AT&T) – Interaction Rate, Average PTAT,
PTAT, Average Interaction per Post over Time,
Interaction Rate by Post Type - quintly Dashboard
Product Insights and Competitor Score - SDL Social Intelligence
Customer Journey Analytics Dashboard

Features
Benchmarking & Competitive Monitoring and Analysis (examples)
Competitive Analysis – Volume of Mentions per Day by
Competitors and Filtered per Source (e.g., Facebook)
- Mediatoolkit Dashboard
Interactive Trend Chart by Competitors with Number of Hits, Reach,
Channels, Sentiment, Languages, and Attributes Filters
Pie Charts with Channel, Sentiment, Region and Language Filters, and
List of Posts Sortable by Time and Relevance - M-Adaptive – Events
Competitive Analysis – Share of
Voice by Competitors
- Mediatoolkit Dashboard

Features
- Campaign Monitoring and Measurement
• Campaign Monitoring and Measurement (2016 73% - 2015
68%)
– 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.

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

Features
- Campaign Monitoring and Measurement (example)
Talkwalker’s Preconfigured Use Case Dashboard -
Hashtag Campaigns Measuring the Volume,
Engagement and Reach of the Company's Campaigns
Sprinklr Dashboard Reporting - Campaign Insights
Providing Engagement (Likes, Comments, Shares) Over Time,
Engagement by Type, Engagement Trending by Media Type,
Share of Voice by Media Type, Message Scorecard

Key Data Analysis and Visualization
Features
TABLE 21. 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, Predictive
Analytics, Campaign Management and Monitoring
Product/Company
Information
Automated
Sentiment
Analysis
Human
Sentiment
Analysis
Influencer
Analysis &
Profiling
Trend
Analysis
Topic
/Theme
Analysis
Word /
Tag Cloud
or
Clusters
Competitive
Analysis
Campaign
Mgmt. &
Monitoring
 BoomSonar Yes Yes Yes Yes Yes Yes Yes Yes
 Coosto Yes Yes Yes Yes Yes Yes Yes Yes

Process Management and
User Interface Features
November 2016

The Tool Key Features and Factors
Impacting Selection Process
- Process Management and User Interface
Process Management
and User Interface
Dashboard
Standard/ Pre-defined
Customizable
Workflow Management
Customer Relationship Management (CRM)
Ideya Business and Marketing Consultancy Ltd© 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

Process Management Features and
User Interface
• Dashboard
– A client interface that exposes SMM features, data and analysis.
• Standard/ Pre-defined Dashboards
– 34% of paid SMM tools provide a standard pre-defined dashboard
• Customizable Dashboards (66% in 2016/ 61% in 2015)
– 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?

Process Management Features
and User Interface
– Customizable Dashboard (examples)
Commetric Media Analytics Customizable Dashboards
Audience Analysis (Demographic Analysis by Gender and
Geographic Analysis by Country), Top Events Discussed and Main
Topics Discussed
Brand Embassy Insights Reports
With Ability to Customise Reporting
Dashboard with Widgets

and User Interface
Coosto: Customizable Dashboards
Customizable Narrowcasting Dashboard for PR
Communication and Marketing
SentiOne Customizable Dashboard Allowing
Users to Select Widgets Based on Their Needs
(e.g., Trend Analysis by Source, Post Strength,
Gender Analysis, Gender Analysis Change, and
much more)

and User Interface
Oracle Social Engagement and Monitoring Cloud Customizable Dashboard
Analytics Including Demographics Analysis, Geographic Analysis, Total
Engagement, Trends and much more via easy drag-and-drop UI/UX
functionality. Easy one-click report sharing capabilities
OpenText Explore Customizable Dashboard Visualizations
- Sentiment Trending, Top Topics, Concept Map, and Word Tag Cloud

and User Interface
VICOs Flexible Social Media Monitoring Dashboard

and User Interface
– Dashboard & Reporting (examples)
Echobot Reporting
New Templating Engine to Style Users’ Reports
Dashboard: BoomSonar Monitoring Dashboard
Offering Customizable and Interactive Graphs and Charts for
Analyzing Web and Social Media Results in Real Time

Process Management and User
Interface Features
• Workflow Management (2016 72% - 2015 65%)
– 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.

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.

Interface Features
– Workflow Management (examples)
Workflow Management: Team
Collaboration – Task Assignment –
Sprout Social
Workflow Management: Team
Collaboration – Task Assignment –
Sprout Social
Back Office Workflow
Management Tool for Project
Management, Sourcing,
Queries, Users, Data
Qualification, Quality Control,
and Dashboard Management -
SpotterStudio

Interface Features
Workflow Management: BoomSonar Management Page
- Allowing Users to Post on Multiple Twitter and Facebook
Accounts, Check Messages and Mentions, Reply to Users and
Process Result
Workflow Management: Calendar Publishing View
- Adobe Social
Providing a New Way of Managing Scheduled and Posted
Interactions - Astute Social Publishing Calendar Interface

Interface Features
Publishing - Message Preview in Coosto Publishing
Module with Targeting Options (Gender, Relationship,
Interest, Minimum and Maximum Age, Education)
Publishing - Sprout Social Publishing
- Asset Library

Interface Features
– Engagement Function (examples)
Oracle Social Engagement and Monitoring Cloud
Engagement Module
Oracle SRM’s enhanced publishing capabilities that are
integrated with Social Engagement & Monitoring to better
react to insights and data in real-time that are coming via
the listening and monitoring engine
Quick Post (Compose, Preview and Engage Feature) With
Term Analysis (Word Cloud)

Interface Features
Engagement Dashboard
Interactions - Astute Social
Engagement Console –
Cogia Intelligence

Interface Features
Agility Dashboard - Monitor and
Engage
TrustYou Messaging Dashboard
– Service Request Interface

Interface Features
– Workflow Reporting (examples)
Workflow Management: Workflow Report
Brand Embassy Insights Reports Showing First Response Time and
Inbound and Outbound Volumes
– Key Performance Indicators - TrustYou Analytics
Dashboard
Workflow Reporting – Real Time Monitoring of
Team’s Performance – Coosto Solution for
Customer Service

Interface Features
- CRM
• Customer Relationship Management (CRM) (2016 53%; 2015 47% )
– 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)
• 53% of 200 SMM tool providers featured in the SMM Report currently offer their own
CRM system or allow integration with 3rd party client CRM systems.

Interface Features
– CRM (examples)
BoomSonar Social CRM
- Integrated Social CRM Allows Brands to Engage with Customers,
Assign Duties to Team Members, Track Customer Relations and
Archive Results
Brand Embassy Built-in CRM Sample

Process Management and
User Interface
TABLE 22. SMM Product Comparison Based on Process Management and User
Interface: Customized Dashboards, Workflow Management, Engagement,
Publishing, CRM
Product/Company Information
Customizable
Dashboard
Workflow
Management
Engagement
Function
Publishing
CRM System or Integration
with 3rd party CRM systems
 BoomSonar Yes Yes Yes Yes
Social CRM and integration
options
 Buzzcapture Yes Yes Yes
Integration with their own Social
CRM system

Factors Impacting
Selection Process
November 2016

Factors Impacting Selection
Process
- Key Factors Impacting Selection Process
Factors Impacting
Selection Process
Key Product Applications
Pricing
Experience - Clients
Experience - Year of Product Release
Industry Focus
Company Size and Offices

Factors Impacting Selection
Process
TABLE 6. SMM Tools – Key Functions and Product Applications
SMM Tools and Services Key Functions/Areas Key Product Applications
 BoomSonar
Business Intelligence, Monitoring,
Measurement, Analysis, Reporting,
Publishing, Engagement, Social CRM
Business Intelligence, Marketing & Communications, Social Customer Relationship
Management (Social CRM), Public Relations (PR), Marketing Campaigns Monitoring,
Online Reputation and Crises Management, Market Research (Customer Insights,
Competitive Analysis, Perception Analysis), Human Resources
Insight Solution
Location Based Insights and Predictive
Analytics
Retail & Shopping Customer Experience, Hotel & Hospitality Guest Response &
Customer Satisfaction, Restaurant & Food Service Monitoring, Market Research &
Analysis (local opinion polling, social awareness/insights), Media & Entertainment,
Event Operations (sports arenas, concerts, trade shows), Banking & Financial
Monitoring, Worldwide Multi-Location Facility Monitoring, Smart Cities, Natural
Disaster Response, Corporate Security, Risk Management, Crisis Mitigation,
Executive Protection, Emergency Management, Safe Schools and Universities,
Brand/Reputation Management, Corporate Communications, Sales & Marketing
Engagement, Customer Service, and Product Launches
 YouScan
Monitoring, Analysis, Engagement,
Sales Lead Discovery
Marketing, PR, Customer Support, Lead Generation, Market Research, Competitive
Analysis

Factors Influencing Purchasing Decision
- Pricing and Clients
• Pricing Models and Pricing Structure
– Cumbersome pricing structure and divers pricing models used by SMM tools
vendors impede easy comparison by vendors by price
– SMM Tool and Services vendors offer various pricing models (e.g. free
commercial open source, subscription/SaaS, etc.) and complex pricing structure,
which makes cost management difficult especially for large companies with
several brands/products and large number of monitoring requirements
• Pricing Packages
– May range from monthly, quarterly or annual subscription, campaign or project
based engagements and free trial subscription ranging from one to 4 weeks.
• The Report (http://ideya.eu.com/reports.html) provides detailed information on
pricing models, pricing structure and packages and offers pricing information on
more than 150 SMM Tools and Services.
• What is your budget and how much can you spend on SMM Tool?

Factors Influencing Purchasing Decision
- Pricing and Clients
Pricing and Client information on more than 150 SMM products
TABLE 21. Pricing and Sample Client List (as of Nov 2016)
- (A Sample Out of 200 SMM Tools Profiles)
Product
Name
Pricing Information Key Clients
Snaptrends -
A Social
Insights
Solution
Snaptrends is priced either as an annual subscription or as an enterprise license on a per user/seat basis. The SaaS seat license also
includes a data storage component for saving search results. Each Snaptrends annual subscription seat license includes:
 One-year access to the Web browser based application
 Complete suite of Snaptrends analytics & reports
 Access to Snaptrends training video library
 Unlimited user account, location-based, and topic searches
 Set number of stored results
 Toll free phone support
Pricing starts between $5,000 and $50,000. Volume discounts for multi-year and multi-seat packages are also available.Customers
purchasing more than one seat license can also designate an administrative account, which provides account administration, account
access and audit capability for all standard accounts (e.g. reset user-passwords, etc.)
Snaptrends has customized pricing for professional services and custom development based on non-standard customer requirements.
Short-term, event-based licenses can also be customized and priced based on customer requirements. Snaptrends has established a
Reseller/Partner program and can also be sold as a white-label solution.
The Snaptrends user base includes
Fortune 500 companies, Global 1000
companies, advertising agencies, news
and media networks, movie studios,
telecommunications companies, energy
companies, school districts, fire
departments, first responders and non-
profit agencies worldwide.
YouScan
The company currently offers 4 plans:
 Professional plan for $399 per month: The plan covers 10 topics, automatic sentiment detection, mentions tagging and reports,
direct Twitter posting.
 Corporate plan for $999 per month: The plan covers 25 topics, all features of Professional plan plus user access rights, CRM
Integration, dedicated account manager;
 Agency plan for $1,999 per month: The plan covers 50 topics, all features of Enterprise plan plus API access, dedicated account
manager 24/7;
Each pricing plan includes: Social media and online news monitoring and reporting, Sales Leads discovery, Multi-dimensional data
filtering and reporting, Unlimited users, Unlimited results, Trending words clustering, Spam filtering, Teamwork features, Data export,
Free account set-up and training.
YouScan clients include leading brands
and digital agencies:
 Corporate clients: Nestle, Coca-Cola,
McDonalds, Danone, Michelin,
Vodafone, Dyson and others,
 Agencies: Action Global
Communications, Grape (WPP),
Mindshare, Mediacom, MEC, OMD
Digital, Traffic Isobar, PRP (Weber
Shandwick), Starcom (Vivaki) and many
others.

Report Structure
• 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
(306 pages) and
 Part 2: SMM Tools and Service Directory featuring elaborate profiles of 200 SMM products
and services (885 pages)
• Our Approach: our services are fully adaptable to your needs:
Do It Yourself Approach
• Analysis Part – expand your
understanding of key SMM concepts,
benefits, product offerings, features and
pricing
• Directory with access to 200 elaborate
product profiles to choose from
Customized Reports
• Customized Reports specifically tailored
to meet specific clients’ needs for
monitoring
• Comparative Analysis of Selected SMM
Products and elaborate profiles

SMM Tools and Services Directory
– 200 Product Profiles
• 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:
© 201 7Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html
 Name of the tool or service Official name found at the official Web site
 Name of the provider Name of the company providing the tool or service
 Contact information
Tool Website URL
Address, Telephone, E-Mail Address
 Leadership Name of the Founder, CEO, or Director
 Geographical coverage
Location of the Company Headquarters (HQs), SMM technology providers' offices worldwide, language
and market coverage.
 Company status Privately or Publically Owned
 Vendor's company size Number of employees
 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, and others
 Monitored social media
e.g., Twitter, Facebook, Google+, LinkedIn, Video and Photo sharing sites, Social Bookmarking,
Forums, Blogs, etc.
 Language coverage List of languages for text detection and sentiment analysis
 Tool functionality e.g., Listening, Monitoring, Tracking, Analysing, Engaging, Publishing, CRM, etc.
 Third party technology Whether a tool is using third party monitoring technology
 Tool and service availability Release products, pilots, free and fee based
 Tool description and product features Description of key features, published client list, pricing information, media and language coverage, etc.
 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 2016:
– Ideya’s Publication page: http://ideya.eu.com/reports.html, or
– SlideShare.net: http://www.slideshare.net/lmilic/social-media-monitoring-tools-and-services-
report-excerpts-2016

SMM Technology and Services Directory
200 Product Profiles
• 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:
 AgoraPulse (Agora Pulse), Akio Group (Spotter Pulse), Audiense Limited (Audiense), Astute Solutions Inc. (Astute
Social™), bc.lab GmbH (bc.lab), Brand Embassy (Brand Embassy), BoomSonar SA (BoomSonar, BoomSocial),
BrandProtect Inc. (BrandProtect SMART Platform), Buzzcapture B.V. (Buzzcapture), Clipit News B.V. (Clipit), Codegent
(Twilert), Cogia Intelligence (Cogia Web Observer 3.0/ Text Mining /Web Audit / Report / Alerts & News Clipping /
Engagement Tool), Commetric Ltd. (Commetric Media Analytics, Commetric Influencer Network Analysis), Confirmit Inc.
(Confirmit Horizons: Confirmit Genius Social Analytics), Coosto BV (Coosto), Crimson Hexagon (Crimson Hexagon
ForSight™ platform, Crimson Hexagon HelioSight platform), Curalate Inc. (Curalate), datenwerk innovationsagentur
GmbH (Opinion Tracker), Dow Jones & Co. (Factiva), Echobot Media Technologies GmbH (Echobot), FirstRain, Inc.
(FirstRain Orion), Genpact International Inc. (Genpact's Social Media Research and Media Monitoring), iContact (iContact
Pro Select), IBM Corporation (IBM® SPSS® Modeler Premium, IBM Watson Analytics for Social Media, IBM
AlchemyAPI), Infegy (Infegy Atlas), Innodata Inc. (Agility PR Solutions), Intelligence Technologies Ltd. (Netmonita),
iSentia (BuzzNumbers), Kantar Media CIC (IWOMmaster Platform), Landau Media Monitoring AG & Co. (Landau Media
Online Monitoring), Launchmetrics (Launchmetrics), Linguamatics (Linguamatics I2E Text Mining Solution for News &
Social Media), M-Brain Oy (M-Adaptive), Media Sonar Technologies Inc. (Media Sonar), Medimix International
(Scanbuzz), Mediatoolkit d.o.o. (Mediatoolkit), Mention.com (Mention), Microsoft Corporation (Microsoft Social
Engagement), Mu Sigma Inc. (muFusion™), Nexalogy (NexaMaster, NexaMe), NUVI, LLC (NUVI™), Open Text Corp.
(OpenText Explore / formerly HP Explore), Oracle Corporation (Oracle Social Cloud and Oracle Social Relationship
Management), quintly GmbH (quintly), Salesforce (Social Studio/Salesforce Social Media Marketing), SDL Plc (SDL
Social Intelligence: SDL Social Media Monitoring and Customer Journey Analytics), Snaptrends, Inc. (Snaptrends – A
Social Insights solution), Social Media Broadcasts (SMB) Limited (Klarity Analytics), Social Media Research Foundation
(NodeXL), SentiOne (SentiOne), Sprinklr, Inc. (Sprinklr), Sprout Social, Inc. (Sprout Social), SOCIALEYEZ
(SOCIALEYEZ), Traackr, Inc. (Traackr), Tracebuzz (Tracebuzz), TrustYou (TrustYou), VICO Research & Consulting
GmbH (VICO Analytics, VICO PRISY), YouScan Ukraine Ltd. (YouScan) and others.
Ideya Business and Marketing Consultancy Ltd© 2017 Ideya, Ltd. All rights reserved; http://ideya.eu.com/reports.html

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
or contact us directly!
www.ideya.eu.com

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