Issue tracking solution
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This document discusses an issue tracking solution from NetBase that allows companies to monitor social media conversations in real-time to identify emerging issues that could threaten their brand reputation. The solution provides analytics and insights into topics of interest to help companies understand public sentiment and influencers to craft timely and appropriate responses before small problems become crises. It is built on NetBase's enterprise social intelligence platform which processes billions of social media posts using natural language processing to extract structured insights.
Issue tracking solution
- 1. ENTERPRISE SOCIAL INTELLIGENCE ISSUE TRACKING Protect Your Valuable Brand Equity BENEFITS Brand Reputation Can Change at Internet Speed In the viral world of social media, bad news can spread in an instant. Public relations (PR) and communications professionals and executives are the front line guarding a brand’s reputation against threats. They need an early warning system that lets them proactively monitor for emerging issues in social chatter and clearly understand when and how to respond before small problems turn into timeconsuming, expensive crises. With an accurate, real-time picture of sentiment around an issue as well as its scope and underlying drivers, PR and communications professionals can identify the real threats to brand reputation and act quickly to mitigate them. SAVE time and money with intelligent monitoring MANAGE brand reputation proactively AVOID crises based on timely early warning KEY FEATURES Track one or more topics in real time View total buzz and reach Instantly spot trends in buzz, reach and sentiment Summarize issues and key influencer profiles Real-time Monitoring Made Simple and Reliable NetBase’s issue-tracking solution offers a business-ready template to proactively monitor for emerging issues around one or more specific or general topics of interest and observe realtime trends in social media conversations. Built on an Internet-scale, high-performance, flexible enterprise social intelligence platform and web-based application builder, the solution is fast to set up and easy to manage. More importantly, it offers end-users instant, interactive insights about topics they are monitoring. Craft Fast, Educated Responses to Potential Issues See sudden changes in buzz volume or customer sentiment as soon as they occur. Gain a clear understanding of key influencers—people with many followers and/or high Klout scores—to help formulate appropriate response strategies in a timely manner – when they can make the biggest difference. Drill into influencer profiles, including geography and gender. Explore high-level analytics and issue themes to quickly separate the real problems from isolated chatter. Understand where conversations are taking place Drill down into the real-time stream of conversation verbatims and opinions Quickly configure topics and dashboards with intuitive wizards designed for business analysts “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently. — WARREN BUFFET
- 2. ISSUE TRACKING The Secret Sauce: NetBase Enterprise Social Intelligence Platform and NetBase Social Insight Composer At the core of all our social media monitoring and insight solutions is the NetBase Enterprise Social Intelligence Platform. This platform offers organizations a way to operationalize social media by instantly capturing billions of social media conversations from millions of sites globally and making those conversations available for immediate use enterprise-wide. End-users benefit from trusted, transparent, and targeted insights delivered to them through easy-to-understand views. The key components of the NetBase Enterprise Social Intelligence Platform are: ConsumerBase, our social intelligence warehouse containing conversations from more than 100 million global sources—cleansed, processed, normalized, and organized as structured insights in a special index. It uniquely makes one year’s worth of normalized data available to users on-demand on day one. Our Twitter Firehose option adds real-time access to Twitter’s complete data stream—more than 270 million tweets per day on average. A high-precision natural language processing (NLP) engine, combined with text analytics and machine learning. This engine reads and categorizes each one of the posts captured in ConsumerBase according to the opinions, emotions, and behaviors that customers have expressed. The NetBase Enterprise Social Intelligence APIs, which make NetBase-processed social media posts, related insights, and summary statistics available for integration into enterprise workflow processes and applications. Designed to operate at Internet scale, the NetBase Enterprise Social Intelligence Platform processes tens of thousands of sentences per minute, 24x7. The NetBase Social Insight Composer enables power users and business analysts to quickly define topics (using NetBase Insight Workbench features) and create, publish, and share interactive dashboards from a vast set of widgets in the data visualization library. It includes an easy, comprehensive way to “scrub” topics to filter out spam, disambiguate unrelated content, and organize insights for business use. Each dashboard created by the composer is made up of widgets that provide relevant views of social data for specific monitoring and analysis needs. A B O U T N E T B A S E NetBase, the C2B Company, delivers the enterprise social intelligence platform that global enterprises use to monitor, understand, and engage with customers in real time. Using a high-precision natural language processing (NLP) engine combined with text analytics and machine learning, our platform processes billions of social media posts to extract structured insights delivered via customizable dashboards. Our solutions enable marketing, public relations, market research, customer service, sales, and product innovation leaders to craft winning strategies faster. Clients include CocaCola, Kraft, HP GfK and J. D. Power & Associates. NetBase powers the weekly Sentiment Tracker in the Wall Street Journal and our solutions are sold globally by SAP AG © March 2012 NetBase Solutions, Inc. WHAT’S DIFFERENT? Immediate access to real-time, global conversations and at least one year of history Accurate sentiment analysis and targeted customer insights organized using a high-precision NLP engine, combined with text analytics and machine learning Multilingual solution with support for English, Spanish, French, German, and Portuguese Easily extensible to support a broad range of business users across the enterprise through business templates and state-of-the-art APIs NetBase Solutions, Inc. 2087 Landings Drive | Mountain View | CA 94043 P 650.810.2100 | F 650.968.4872 For more information, visit: www.netbase.com. @NetBase NetBaseInc NetBase Solutions, Inc NetBaseInc