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.
FAST FACTS
- Social Media Intelligence became mainstream in 2012.
- 86% of U.S. adults engage with social media. The most popular being Facebook.
- The 72% of companies use social technologies, but few are achieving the full potential benefit.
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
Unintentional Brand Ambassadors and The Art of Storytelling
No one can tell the story of your brand better than your customers – and that’s true for us as well. At our recent NetBase LIVE LA conference, Jessica Williams, Global Innovation Marketing & Analytics Leader for Visa shared how NetBase supports their storytelling...
Social Intelligence Insights for the Hospitality Industry Revealed
No industry is immune to change – and the hospitality industry is no exception. But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the...
Social Media Creating Political Change in Ethiopia
We hear a lot about the ills of social media and how it’s leading to a more emotionally disconnected populace, as we’re all buried in our phones. But it’s also been responsible for some pretty amazing things, including acting as a catalyst for change. And one country...