What are Mentions?
Beyond reviews, know what your customers are saying and where your business is being mentioned online. Track mentions from sources such as blogs, news media, and social media, excluding review sites.
Listen to and better understand your customers. Gain valuable insights, evaluate satisfaction and improve customer support. Track trends, leverage insights into marketing opportunities to increase sales, and convert competitors’ customers.
A mention can be any piece of content that we retrieve that matches your search criteria, including a blog post, Tweet, forum post, comment, photo, or news article.
We use automated sentiment analysis to determine whether a mention is positive or negative. To customize your mention keyword search, go to Mentions Settings to add specific keyword searches.
The Monitor Mentions sub-tab allows your customers to
- See all the unstructured chatter about a given business location on the Internet — blogs, social media sites, news sites, images etc.
- See the sentiment — positive, negative, neutral — for your mentions
- Edit the searches to monitor for Mentions
The Search Mentions sub-tab allows your customers to:
- Browse all the mentions a business location has received
- See the sentiment of each of those mentions, and make adjustments in case it has been incorrectly identified
- Filter searches by individual search terms, mentions sources, or sentiment
Suggestions for the type of keywords to monitor:
- Your brand, product, or service name
- Competitor name, product or feature
- Industry-specific keywords
- Product launch name
- Product functions (ex - Voice recognition)
- Campaign names and keywords
How do I edit Mention searches?
- From a Reputation Management account, click the Mentionstab
- Click the Settings sub-tab
- Add or edit searches here as required
- 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 matchphrase. E.g. “Coke or Pepsi” will find only the phrase, 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.
Why is the Mentions box on the Overview page blank?
The Mentions box on the the Overview page will only display mentions if they have been found in the past 7 days. If there are no mentions within the last 7 days, you see the message: No Recent Mentions Found.
What is the purpose of Sentiment rating in Mentions?
Sentiment reflects the opinion of an author about a given topic. Negative sentiment, for example, would be a spiteful statement made against your brand, whereas positive sentiment would be an expression of praise or satisfaction with your brand.
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.
The Sentiment rating can help the business organize and prioritize positive and negative reviews. It can also be used to trigger alerts when you receive a very positive or very negative mention. Data from the Sentiment Rating will be compiled in your Executive Report, where you can get a summary of how positive/negative your mentions were. Updating the Sentiment Rating will make sure your executive reports are accurate.
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, you can manually adjust the rating by moving the slider left or right.
How often are new Mentions pulled in?
Once a search has been added to an account, we search for mentions at least once every 7 days.
What are the different tagging options?
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.
Starring a mention is just another way to save a mention that you found (i.e. one that you need to respond to, etc.). You can view them by selecting Starred from the Searches and Filters drop down list.
Tagging a mention as Not Relevant makes it disappear from the results of the search. If you're seeing a lot of mentions that aren't relevant, consider editing your searches to be 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 the Searches and Filters drop-down list.
Do you pull in past Mention results and if so how far back do you pull?
We try to find as much content on a business when an account is created. 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 though it could be a very old article.
Twitter Mention searches will go back two weeks.
Why am I get irrelevant Mentions?
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 irrelevant mentions, consider making your search terms more specific.
Why am I seeing little to no Mention results?
When an account first establishes its mention searches, or when new ones are added, it will get an influx of new mention results. Only the top X amount of returned mentions for those searches are displayed.
As time moves on, we search for mentions every 24-48 hours, but for new mentions to appear they will have to make their way into that top X amount in search engine results. This is why, depending on an account's searches, it may only have 1 or 2 new mentions in a one week reporting period. It is also possible that it would receive none in this time.
Note that the recent mentions box in the overview tab of Reputation Management, only shows mentions from the previous week, and thus may sometimes be empty.
The number of mention results that are surfaced will be proportional to the quantity and quality of the mention searches set up, and of course based on the actual number of mentions that are appearing on the internet matching those searches.
Enter several diverse mention searches to improve the number of mentions that come in.
Why don't I see an article I was expecting to see?
There are two potential answers:
- Your search may be configured in a way that is preventing it from being retrieved, please double check the search criteria (do you have too many required terms? Do the required terms exist in the article in question?).
- The source may not have a lot of authority. That is, there may be very few references to the source on the web and that will make it harder for us to find the content. In general, the more popular the mentions source, the easier it is for us to find the content.
Why are old Mentions getting pulled in?
Old mentions are coming in because those articles are becoming more important (i.e. they’re what what people will find when searching for that business).
This is caused by where the mention is ranked in the search results. For example, if "Vendasta really does build reputation" is ranked #1020 in the results, and we only look at the first 1000 (not actually our threshold), we will not pull it in. But two months later, it might move up in ranking and cross that threshold, and then we will pull it in.
The threshold we use will bring in the vast majority of mentions. We are using the best tools available for finding mentions in a way that is cost-effective to both Vendasta and its partners.