Lunch & Learn: Social Listening

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Each month, Reputation hosts a virtual, live training session focused on one platform solution. Learn about best practices for managing your Reputation program from our experienced trainers through hands-on practice and live Q&A.

REPUTATION Lunch N Learn Series

Social Listening: Explore Social Listening Strategies and Best Practices

Cassie Sneed
Sr. Manager of Customer Marketing

Kasey Kershner
Customer Training Manager

Exercise 1: Building a Listening Monitor​

24 STEPS

1. Let’s create a monitor for the Reputation brand!

From the left navigation bar, click Listening

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2. Now we’re being redirected to the Listening solution.

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3. Click Create Monitor

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4. Let’s choose what type of monitor to create. Click Your Brand

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5. Let’s give our monitor a name. Click Monitor Name…

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6. Type Reputation Brand then click enter to proceed.

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7. Let’s create our first rule! Include words, phrases, hashtags, or Twitter profiles that someone might use when referring to your brand.

Type #reputationmatters then click enter to proceed.

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8. Click the checkmark to complete your rule.

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9. Click AND to add additional rules.

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10. Let’s add a rule about language. Click Words to change the rule type.

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11. Click Languages

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12. Select English

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13. Click the checkmark to complete your rule.

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14. Click AND to add another rule to our rule group.

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15. Since we have over 850,000 mentions per month, we need to narrow our monitor’s focus. Click Include posts with

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16. Now click Exclude posts with — this allows us to exclude mentions from our monitor that contain irrelevant keywords, phrases, hashtags, or Twitter profiles.

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17. Since she’s super famous and has an album called Reputation, let’s exclude Taylor Swift.

Type Taylor Swift then click enter to proceed.

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18. Click the checkmark to complete your rule.

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19. Click AND to add one more rule to this group.

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20. We added #CX and #customerexperience to narrow the focus of this monitor to one of Reputation’s areas of expertise.

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21. Review the monitor preview on the right to see sample mentions per month based on your current rules.

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22. At the top of the page, click Save

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23. Review the preview of your monitor and click Save to complete the creation process.

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24. Looks like our monitor was saved successfully!

That’s it! You’ve completed this walkthrough.

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2008827/Office-Hours-Training-Series–Building-a-Listening-Monitor

Exercise 2: Exploring Visualizations

19 STEPS

1. Let’s explore different visualizations we can create from our monitors.

From the Listen tab, click Explore

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2. Let’s select the monitor we created earlier in this session. Click BDP Grand Canyon to change our monitor.

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3. Click Reputation Brand

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4. Change the time range pulling into your visualization using the filter at the top of the page.

Click Last 12 Hours

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5. Let’s open up our range. Click Last 7 Days

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6. Right now, we are looking at our mentions in a feed. We can see a few sample mentions that matched the criteria for this monitor.

Click Mentions Feed to select a different visualization.

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7. Click Line

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8. The line graph indicates the inflow of mentions over time for your chosen monitor. You can add multiple monitors and compare their line graphs.

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9. Let’s look at one more popular visualization option. Click Line

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10. Click Bubble Stream

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11. The bubble stream illustrates the relative reach of the mentions analyzed across a timeline.

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12. Remember, these charts are interactive! Let’s click the largest bubble to see which mention has the largest influencer score.

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13. Here we see this post from Growth Hackers includes “Reputation” and our customer experience hashtag from our monitor rules. This mention has the largest influencer score at 66.

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14. Let’s add this visualization to an existing dashboard. Click Add to Dashboard

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15. Click the search box to find our Reputation Brand dashboard.

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16. There it is! Click the green plus to select the Reputation Brand dashboard.

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17. Click Add

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18. Now where can I find this dashboard? From the Listen tab, click Dashboards

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19. Here it is along with our other saved dashboards.

That’s it! You’ve completed this walkthrough!

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Here’s an interactive tutorial

** Best experienced in Full Screen (click the icon in the top right corner before you begin) **

https://www.iorad.com/player/2009021/App-Nuvi—How-to-untitled-task-name

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