Social

Social Media Monitoring Success with Salesforce Radian6 Widgets

So, you’ve set up your topic profile and made certain it’s optimized for maximum social media monitoring success.  To effectively see and use the data from your topic profile, you need the dashboard widgets. They visualize, analyze, and report on what you’re seeing. With that in mind, let’s have a look at the various members of “Team Widget.”

River of News
Taking you straight to the source, the River of News allows you to scroll through your verbatim search results which feature your topic profile’s keywords.  Here is where you’ll see each original post with a source link to the platform the post originated from.  In the bottom left hand corner you’ll note three different ways to display your posts; the default view is the “River”. It displays your post in the order they have appeared with the newest post first, with options in the top right to sort by other methods (e.g. Twitter followers).

 

The “Top 10” view displays a bar chart of the top posts in your profile based on whichever sorting method you’ve selected.

The “Workflow” view will open up a host of engagement options, similar to those found in the Engagement Console.  You can assign a post to a specific member of your engagement or customer service team, set priority levels on posts that need more immediate attention, classify posts based on their content (e.g. product reviews), change the sentiment, apply post and/or source tags (remember, they are case sensitive), and look at the audit trail to see who has taken what actions on each post.

Topic Analysis
The most versatile of the dashboard stars is the Topic Analysis widget. This is where you can really slice and dice your data and drill into various areas of interest.

You can build your Topic Analysis either with a selection of keywords (an ad-hoc search of the actual words you’ve inputted) or of any keyword groups you’ve created. The other option (Use Topics) lets you choose to display results from your entire topic profile.

Select the media types you wish to monitor as well the time frame and you’re ready to start analyzing.

The data in a Topic Analysis widget can be segmented and drilled into in a variety of ways.  Click the “Segment by:” option in the top right hand corner to sort your data in one of several ways.  You can look at the language of posts, region (where posts are originating from), sentiment, media type (e.g. Twitter, blogs, videos) or even by engagement level (how your team has dealt with incoming posts).

The “Count by” option includes options to look at Webtrends or Google Analytics data (if you have those set up), view count, likes and votes (number of times a post has been liked or bookmarked), Twitter followers, on-topic inbound links (other users who have linked into a post), total inbound links (total links coming in from outside the profile) and unique source count (the total number of unique URLS or sources from which posts have been collected).

The Topic Analysis widget is also the place where, by clicking on your pie or bar graph, you’ll find access to the many Insights features currently offered by Salesforce Radian6, including in-depth sentiment analysis, natural language processing, and plenty of enhanced demographic information. 

 

Topic Trends
The Topic Trend widget is useful for understanding trends in online conversation, as its name so subtly suggests.  It enables you to view information from your topic profile in a timeline style graph. Using a Topic Trend widget allows you to see how the online conversation around a certain topic or campaign ebbs and flows over a period of time.  You’ll be able to drill into points of interest on the timeline to find out why conversation is spiking by opening either a River of News or a Conversation Cloud simply by clicking on the spike.

 

By clicking on your trend line’s label in the bottom right hand corner, you can display your Topic Trend in various ways, such as by language of posts, region, or media type.

 

Conversation Cloud
The Conversation Cloud displays the top 50 words within your profile’s collected posts.  The more prominent the word is in the cloud, the more frequently it is being used to discuss your keywords/topics.  These words come from a maximum of 1,000 posts within a specific time period.  You may discover words here you never thought to include, or words you most definitely wish to eliminate using a DOES NOT CONTAIN entry.

Every word in the cloud can be clicked on to open either a River of News or another Conversation Cloud to drill down further and see only the posts containing that word. It even allows you to open a Topic Trend around the word or look at how it breaks down by language, region, media type, or various workflow related options such as post tag, source tag, or user assignment.

Influence Viewer
The Influence Viewer widget uses settings found in your Topic Profile configuration to help determine those who are the most connected to you and your brand/organization, and those mentioning your brand with the most frequency.

It rates websites, videos, images, blogs, forums, and Twitter handles based on metrics such as the number of on-topic posts that site/handle publishes, how many followers they have, or how frequently they post. These metrics, referred to as “EQ Weightings,” are weighted on a scale that you can later adjust to reflect the criteria most important to you.  You can find the Influencer EQ Weightings drop down tab within your topic profile under the Configuration tab of the dashboard.

 

The Influence widget can be looked in three different formats.  The default setting, or the Bar view, allows you to open a River of News off each of your influencers’ individual bars and see only the posts generated by that individual source.

 

The Cloud view is similar to a Conversation Cloud, showing influential handles/sources more prominently based on influence score.  Again, the option to open a River of News off each name/handle is still there.

 


The Grid view contains the same data but in Excel format. The Grid view allows you to sort the data by various metrics such as on-topic posts, comment count, or total inbound links. You can still open a River of News by clicking the + sign next to a column.  Finally, this view allows you to manually adjust the influence score for any source you feel is not ranked high or low enough simply by clicking either the up or down arrows to the left of the influencer name.

 

Quick Search Option
Sometimes, while exploring other widgets, you’ll find a word or phrase that you may wish to quickly search for within your topic profile.  The Quick Search widget allows you to enter a term(s) and quickly scan for it in a River of News.

The Quick Search is accessible by clicking the magnifying glass icon on the right hand side of the dashboard, above the other widget icons.

 

For further tips, tricks, and best practices regarding use of the Salesforce Radian6 platform you may wish to bookmark our blog.

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