SDL SM2 Social Media Monitoring

Product overview

SDL Media Monitoring provides the foundation for a state-of-the art social intelligence solution. Armed with cutting-edge search, analysis and reporting tools, SDL Social Media monitoring quickly parses through over 50+ billion conversations in our massive data warehouse.

In addition, the ability to track conversations in 48 languages, detect sentiment in 23, and the addition of 70+ million conversations per day, gives users unprecedented ability to listen to global conversations in real-time as well as innovate new ways of looking at this valuable data.

Product and service availability

SaaS, White Label, Agency, Consulting (Global Business Consulting, Translation, Implementation Services, Education & Certification).

Industry focus

Aerospace and Defence, Automotive, Electronics and High-Tech, Financial Services, Government, Life Sciences, Manufacturing, Media and Publishing, Retail, Software, Translation, Travel and Tourism, Alcohol and Beverage and Consumer Packaged Goods.

SDL Social Media Monitoring is a dynamic platform that enables users to access 50+billion social conversations from over half a million sources across 23 languages.

Customer Analytics

Product Brief | SM2 Social Media Monitoring 2

Key product features

• Real time monitoring: real time monitoring with data latency for most sources measured in the single digit minutes.

• Social media monitoring and management system: historical (over 50 billion conversations over 3 years instantly available) and real-time data processing over 70 million conversations per day.

• Customer Journey Analytics: leverages the power of social media to monitor performance across various touch points in the customer journey to identify and mitigate problems and maximize opportunities in real-time.

• Customizable dashboards: customizable dashboards that allow users to view a combination of reports and social KPIs that are most relevant to them in order to better summarize and understand their data.

• SDL Social Topics: Filters SM2 data across all languages and visualizes the key themes and conversation topics in order of magnitude.

• Technology: NLP (Natural Language Processing), Bayesian Analysis, ensemble-based sentiment analysis, machine translation.

• Extensive media coverage: Blogs (Wordpress, TypePad), Message Boards and Forums, Microblogs (Twitter, Tumblr), Wikis, Video (YouTube, Vimeo, DailyMotion) and Photosharing (Flickr, Instagram), Social Networks (Facebook) Review Sites (TripAdvisor), and others. Clients can also add custom sources for data collection.

• Search: SDL Social Media Monitoring provides a powerful indexing and search capability for social media posts, comments, reviews, blogs, etc. Customers can monitor their brands and products, as well as those of their competitors across global geographies and in multiple languages. Search features include search structure and standard and proximity search (Boolean logic that calculates keyword searches within a specific distance).

• Data filtering: ability to filter social data through multiple categories such as media type/source, geography, demographics (gender and age), topic/keywords, popularity, language, by domains, relevancy, and others.

• Filtering for spam: tools for spam removal.

• Data sorting: sorting of results by media/source, top authors, date, and relevancy, platform, and more.

• Real time monitoring• Social media monitoring and management

system• Customer Journey Analytics• Customizable dashboards • Technology• Extensive media coverage• Search• Data filtering• Filtering for spam• Data sorting• Drill down capabilities• Key metrics• Geo-mapping• Trend analysis• Automated and human sentiment analysis• Topic analysis• Word/tag cloud• Influencer profiling and analysis• CRM• Campaign monitoring and measurement• Viral content tracking and analysis• Data alerts• Data export• White label• API integration• Workflow management• Customer support

Product Brief | SM2 Social Media Monitoring 3

• Drill down capabilities: ability to drill-down into social media posts within each report to better understand developing trends or change in volume.

• Key metrics: SM2 provides a wide range of metrics including volume of mentions, average number of mentions per day, reach, sentiment, posts’ popularity and influence, share of voice by media/source type, and others.

• Geo-mapping: empowers users to understand the magnitude of a conversation across various regions, filter by geographic locations and drill down to interpret the nature of conversations.

• Trend analysis: available for historical data (3 years) and for subsets of the data; it includes: volume over time, volume by media type over time, share of voice by media type over time, sentiment trending, etc.

• Automated and human sentiment analysis: automatically assign sentiment based on emotion expressed. Users have the ability to manually override the automated sentiment assessment in order to improve the analysis accuracy and relevancy.

• Word/tag cloud: basic and advanced theme cloud.

• Competitive analysis: view side-by-side comparisons, rank against competitive offerings and benchmark against industry standards, analysis of conversations around competitive brands including share of voice.

• Influencer profiling and analysis: Identification of influential sites, blogs and key opinion leaders for marketing outreach, segmentation by popularity, gender, and age of author.

• CRM: offers CRM Multichannel Campaign Management.

• Campaign monitoring and measurement: measures the performance and effectiveness of marketing campaigns. It is a key use case for SDL SI solution and one that it has optimized for with SDL SI proprietary brand and product commitment key performance indicators.

• Viral content tracking and analysis: offers a range of virality measures for a given pieces of content including the number of likes, shares, PlusOnes, Retweets, etc.

• Data alerts: SDL SI supports multiple types of alerting. Volume based alerts can be set up to trigger an alert based on percentage or absolute value changes in volume and/or brand reference which is a measure of sentiment expressed toward a specific brand. Additionally, daily digests of specific posts based on keyword searches can be generated to help users monitor conversations.

• Data export: Reports and Dashboards can be easily shared and data exported to various formats (csv, xml, txt, png, pdf and html) to be used in other reporting applications.

• White label: co-branding solution.

• API integration: This feature is on SDL’s roadmap for 2015. Until then, clients can export data in a variety of formats including XML, XLS, and CSV.

• Workflow management: support for multiple user accounts and departments (with average number of users per client:3); offers category permissioning allowing users to share dashboards within the same account.

• Customer support: SDL provides a range of support options, including web, email, and telephone support. Additionally, clients are assigned account managers who provide training and help users set up searches and interpret reports and dashboards.

Product Brief | SM2 Social Media Monitoring 4

Pricing

SDL pricing is very flexible, accommodating small to midsize customers operating in a single geography and language, all the way up to the largest multi-national corporations operating multiple brands across multiple geographies in multiple languages. Please contact SDL for the latest pricing.

Geographical coverage

Worldwide

Language coverage

Language Filtering and detection in 48 languages: Afrikaans, Albanian, Arabic, Belarusian, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Faeroese, Finnish, French, German, Greek Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Irish, Italian, Japanese, Korean, Latvian, Lithuanian, Macedonian, Malaysian, Maltese, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Sami, Serbian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Urdu, and Vietnamese. It also translates so that users can read foreign language posts in their language of choice.

Sentiment analysis

SM2 analyses sentiment in 22 languages including: Arabic, Chinese, Croatian, Czech, Danish, Dutch, English, Finnish, French, German, Greek, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, and Turkish.

SDL Social Intelligence combines a massive data warehouse of online conversations with state of the art search, analysis and reporting tools to help organizations understand public opinion on any given number of subjects.

Contact Donnell Wright, VP, Social Intelligenceat SDL plc, email: dowright@sdl.com

SDL (LSE:SDL) is the leader in global content management and language solutions. With more than 20 years of experience, SDL helps companies build relevant digital experiences that deliver transformative business results on a global scale. Seventy-nine of the top 100 global brands trust SDL to simplify the complexity of managing content across multiple brands, websites, languages and devices. Go global faster with SDL.

Copyright © 2016 SDL plc. All Rights Reserved. All company product or service names referenced herein are properties of their respective owners.

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