What is Social Media Intelligence?
The term social media intelligence was advanced in a 2012 paper written by Sir David Omand, Jamie Bartlett and Carl Miller for the Centre for the Analysis of Social Media, at the London-based think tank.
3 Things you Need to Know
- Social Media Intelligence are the collective tools and solutions that enable organizations to monitor social channels and conversations.
- The most common uses are – brand health, competitive analysis, and #c70ce47c0c68" style=" color: #c01823; text-decoration: underline;" target="_blank" rel="noopener noreferrer">crisis management.
- Natural language processing (NLP) is key to obtaining accurate customer sentiment.
It's all about being ready
Being prepared for the worst is your best chance to avoid it happening in the first place. Here’s how:
- Stay in the know – a single negative tweet isn’t a crisis, but ignoring it could turn it into one. Pay attention to the little things and solve problems while they’re small enough to be solved; set up alerts to notify you of highly negative keywords and trends.
- Establish a baseline – you can’t know if sentiment is off unless you know where you stand on a typical day, so you’ve got to track overall brand health, core issues, and emerging themes regularly.
- Establish a Social Crisis Plan – everyone should know their role if a crisis unfolds. Develop a repeatable framework and process for handling future events. Identify areas of success and opportunities for improvement. And systematize it.
Social Media Intelligence
The White Lotus is rapidly capturing the attention of online audiences and could be poised to be 2021’s Tiger King. Why is this series winning so many viewers and such extensive online buzz - and what can brands learn from it? Let’s explore. Consumers feel strongly...
Twitter is seemingly everywhere. It may not be the biggest kid at recess, but its compact format and shareability have contributed to its ubiquity. As such, marketers need to get a handle on this ‘little engine that could’ - as well as the enormous amount of tweet...
Your brand puts a lot of time and energy into product innovation and rollout. Using social listening, you can make sure you stay in the loop with how your audience feels about your products with focused consumer insights. Consumer intelligence is ripe for the picking...