What content does Reputation Intelligence cover and how?
Reputation Intelligence obtains its data via a combination of web crawl, data licensing, and API access. Reputation Intelligence monitors both structured and unstructured data sources. Examples of structured data include business listing sites such as directories, and review sites such as Yelp and CitySearch. We also monitor unstructured sources, which covers almost any other source you can think of — websites and blogs, social media (Twitter, Facebook), news sites, and rich media sites such as Youtube and Flickr.
From which sources is my business listings monitored?
To see which sources are available for you to monitor your listings, login into your account, click on "Reputation Intelligence" → "Customize Reputation."
On this page, you will see a list of all the sources on which your customers can monitor their reputation. However, can choose a subset of these sources from which to monitor your listings. You can find out which sources are being used in Reputation Intelligence accounts and clicking "edit visibility settings" on the "Visibility" page.
Why am I not able to turn some sources off? Why are some sources grayed out and impossible to switch off?
When you try to choose the sources to search for visibility, you may notice that some sources are grayed out and you are unable to uncheck them off. This is because Reputation Intelligence has found listings of a given business on them. If you are sure any of those sources is irrelevant, you need to visit the listing matches you see on the same Visibility page (scroll down if you still have the "Edit Visibility Settings" section expanded), and choose "not mine" for each of the matches on that source. This will then enable the source in the edit list for you to switch it off.
Can I edit my listings from within Reputation Intelligence?
We provide direct links to each listing on its original source where you can edit it. Some sources may allow you to submit changes directly, while some sources may require you to log in and claim a listing before you can edit it.
I have a listing on a site but Reputation Intelligence did not find it. Why?
This can likely be resolved by editing your business listing in Reputation Intelligence to include more accurate or missing details.
You can also add a listing on Reputation Intelligence directly by selecting "View Possible Matches" under each site and then pasting the URL (web address) of your listing. After submitting this link, it may take up to 48 hours for the listing to appear in your visibility list.
From how far back in time do you pull reviews?
The "Reviews" tab gathers your 25 most recent reviews from prominent local review websites onto a single page. The reviews are sorted with the newest ones at the top.
Why am I not seeing any reviews?
1.You don't have any reviews, or
2.We don't have enough information about your business to find reviews. Ensure that your "Company Info" is complete and accurate, and that we have all your details, including your business phone number
Can I respond to reviews from within Reputation Intelligence?
For each review, a link is provided to its original source where you can respond to it.
What does the “Trending” area on the “Reviews” page tell me?
In the Trending tag cloud on the Review page, the size of each word represents its frequency in the listed reviews. You can click on any word in the frequent words like to filter results down to only those reviews that contain the selected word. They sometimes signify new trends, and it is worth keeping an eye on them.
What is a “Mention”?
A mention could be any piece of content — a blog post, tweet, forum post, comment, photo, or news article — that we retrieve based your search criteria.
What is sentiment and how does it work?
Sentiment reflects the opinion of an author about a given topic. Negative sentiment is, for example, a spiteful statement made against your brand, vs. positive sentiment, which would be an expression of praise, or satisfaction with your brand. Neutral sentiment, offer no strong negative or positive indicators. Most of the mentions we see are neutral, meaning either the keyword or phrase you specified is mentioned in passing, without an opinion expressed, or that there is not enough evidence of sentiment for us to make a good judgment of positive or negative opinion.
Can I change sentiment value? I have a mention that is shown as negative but it isn’t. How do I correct it?
Occasionally our sentiment analysis engine may attribute the wrong sentiment to a mention for a host of possible reasons. For example, if someone says, "This burger is sick!" it could get flagged as a negative mention even though colloquially it means that the burger is great.
To correct such errors, select 'View Details' beneath the mention and then on the 'Content' tab to view the highlighted words that caused that specific sentiment rating. You can also manually adjust the rating by moving the slider left or right. When you make such adjustments, our system 'learns' and becomes more accurate in identifying the sentiment in comments about you.
I keep getting mentions that are not about me/my company. How do I fix that?
This can happen as content is updated on certain web pages. If you have a mention that is not related to your business, you can select the "not relevant" button to remove it from your mentions. If you seem to be getting a lot of "not relevant" mentions, you may want to adjust your search terms to be more specific.
Why do I see the same result appearing over and over in results?
Results may appear to be duplicated, but these are actually reposts. Content is often republished on different URLs and domains. Although we try to filter these out, sometimes we cannot effectively filter the result if there are other material changes to the new page. You can mark any reposts as "not relevant," and they will no longer appear in your list of results.
Do you pull past results, and if so, how far back do you pull?
We try to find as much content on a business as possible when an account is created (corresponding to the first 10 pages of a typical search engine query). From time to time, we find an old article that we could not initially identify. In these cases, you may receive an alert about the newly-found content even if it is an old article.
Why don't I see results or an article I was expecting to see?
There are two potential answers:
1.Your search may be configured in a way that it is preventing the article from being retrieved. Please double check the search criteria — e.g., do you have too many "required terms," do the required terms exist in the article in question etc.
2.The source of the article may not have a lot of authority, i.e. there may be very few references to source on the web, which would make it harder for us to find the content (i.e. when you search for it on the Internet, the mention does not appear in the first ten pages of search results). In general, the popular the mentions source, the easier it is for us to find the content.
What is “My Content”?
Tagging a mention as "My Content" makes it disappear from the results of the search. This is for scenarios where mentions from your own website, Twitter account, blog, etc. are displayed. If you save something, it can be tagged and will be saved in the application for as long as you have an account.
How does marking something as “Not Relevant” work?
Tagging a mention as "Not Relevant" makes it disappear from the results of the search. If you are seeing a lot of mentions that are not relevant, you might want to click "Edit Searches" and modify your searches so that they are more precise.
Removing a result removes a post from your search results forever. It does not remove it from your account forever — you can still view them by selecting "Not Relevant" from the "Searches and Filters" drop down list.
How does marking something with a Star work?
Starring something is just another way to save mentions that you find (mostly likely to respond to them or refer to them later). You can view them by selecting "Starred" from the "Searches and Filters" drop down list.
Can you tell me who our key social media influencers are?
You can click "view details" under each mention to read details and see the information we have on the source. Some of that information will show you how popular the website or social media account is that generated the comment.
What is a Search?
A search is a keyword or phrase (or bundle of keywords and phrases) used to retrieve content. You can have multiple required terms and excluded terms to help prioritize and rank the content.
How do I make my search results more relevant? Can you help?
Try adding more required terms to get better results. After you review your results, exclude words that are not useful, such as spam keywords you see or other terms that are not relevant.
Once results are returned, can I flag some as spam so that they no longer show up in my reports?
Yes, each result can be marked as "Not Relevant" and removed. This does not mark the entire site as "Not Relevant" though, just that one story. To exclude the entire site, you will have to enter that site under the "Exclude Domain" area for each search.
Can I restrict my searches to a place, source or time period?
You can restrict your searches to a place by editing your searches to pull results with only that location. You can also filter results by the source, time, and sentiment.
Can I search for a URL or exclude a URL from my search results? If I don’t want to see search results from a particular website, can I exclude that site from my search?
Both searches and exclusions are keyword-based. What this means is that when you enter any text in the search box, the system returns all the web pages with content that contains the search term. Therefore, if you enter a URL in the search box, the system will return all the pages that mention that URL in their content — but not necessarily the page located on that URL, unless it also happens to mention the same URL in its content.
It would work similarly for exclusions as well.
To exclude a site from your search, you can enter that site under "Exclude Domain(s)" below the search field.
How should I edit my search terms?
Searches can be filtered according to phrases that the search "must include," "must not include," or those that should be an "exact match." It is important to use these qualifiers in order to get the best results.
Be sure to enter all variations of the company name as separate search terms. A phrase within the search box that is encapsulated by quotes will be read as an "exact match" phrase. E.g. "Coke or Pepsi" will find only the phrase, and not the individual words.
For Twitter searches, the system always looks for an exact match. You don't need to include phrases within quotes to enable that.
How do alerts work?
You can choose to receive alerts for a number of events: a new review, a new strong sentiment mention, a new weak sentiment mention, etc. You can also choose to turn off alerts altogether.
Decreasing the frequency of alerts you receive
To adjust your alert settings all you have to go the "Reports" tab. You can adjust both your Executive Report emails and your Alert emails.
Absence of alerts
If no new content was found since the last alert, you will not get a new alert. There must be at least one new mention found for an alert to be generated.
You may also want to ensure that your alerts are not getting caught in your junk email filters.
Difference between our alerts and Google Alerts
Google Alerts tend to notify on all sorts of events, not all of them social media related, and not all of them recent. In comparison, Reputation Intelligence sends alerts that are comprehensive and intended to provide a summary of what is in the application without you having to go there. Our alerts are also analyzed for sentiment
What are Executive Reports?
An Executive Report summarizes all of your new results in an attractive PDF file that can be easily forwarded to your entire team. Executive Reports can be sent to you weekly, monthly, or never. Regardless of when they are emailed to you, you can always access them from the Business Center.
How quickly will reporting happen?
Some results are almost immediately reported, whereas some may make take up to 24 hours. Your first report will come after one week.
How can I access my old reports?
Once you are in the Reputation Intelligence product in the Business Center, click "Reports" to find a list of all of your reports.
Is there a limit to the number of results you return for my profile?
No.
Can I sort results by geo-location?
We currently do not have this feature enabled for the following reason: Traditionally methods rely on IP address identification for geo-location; but this doesn't work for much of social media (not everyone on Twitter is geolocated at their colocation in San Francisco). Some social media content is tagged with the geographical location of the author. However, the percentage of posts/mentions that have this information appended is very small, and we have seen even that small amount of data to be highly inaccurate. We likely will not have this feature until coverage and accuracy are greater than they are today.
What is “Share of Voice”?
The best way to describe it is as follows: Say there are 10,000 places on the web (places that are accessible to search engine crawlers) where your company and your competitors are mentioned (combined pool of mentions). Your online Share of Voice is just simply the percentage of those total mentions that mention your company. Competitor share of voice is calculated the same.
The Online Share of Voice uses the Bing Search API, the search terms are constructed as follows: "Account" + "Service" + "City, State"
Real life example: "Heritage Hardwood Floors LLC" + "installation of prefinished floors" + "Harlem, GA"