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Social Suite User Guide User Guide

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Social Suite User Guide User Guide Social Suite User Guide User Guide Table of Contents Section Page Social Overview & Benefits 3 Social Platform Tutorial 11 User Permissions 12 Settings 12 Summary 26 Activity 29 Publish 48 Store Comparison Report 57 Email Alerts 61 User Guide Social Overview & Benefits User Guide Overview This user guide walks you through Social, a comprehensive social media management tool for monitoring, engaging, and publishing content! Included are a review of the application and benefits, as well as a tutorial of Social’s most important features User Guide Overview Social makes it easy to listen and engage with loyal fans throughout all your brand’s parent and child social media accounts on Facebook, Instagram, Twitter, and Google! This includes social media management tools to monitor everything from comments and questions to tags and media. You can join the conversation at any time by liking, commenting, or sharing activity on your pages. Turn sensitive posts or comments into Workflow tasks to be handled by the appropriate person within your organization. Social’s robust publishing tools enable you to create fresh content and select when and where you want to post to directly from the dashboard. The integrated media gallery makes it simple to store images and videos for your team to use in campaigns. For added convenience, you even have the option to publish a post to all location pages (or a chosen group) all at once! User Guide Reviews Tab: Reports Benefits Some of the many benefits Social provides include: • Engaging with your members. • Growing your audience and network. • Identifying conversations that need your attention or are trending. • Escalating sensitive situations to the appropriate team members using integrated Workflow system. • Answering member questions to ensure accurate information is provided. • Controlling quality of content or responses with the use of approvals. • Tying feedback to a location visited using geo-location technology. • Scaling a publishing strategy using post scheduling and bulk publishing. • Tracking important social metrics and measuring against competitors. User Guide Supported Providers & Functionality Facebook • Social Listening Moderation (Activity Stream): • Timeline Posts: posts on your account/page's timeline from you or other users • Comments: comments in posts, including images or videos, that your account/page posted or is tagged in • Tagged Posts: posts that your account/page is tagged in • Tagged Captions: captions on images or videos that your account/page is tagged in • Social Engagement Capabilities • Comment on posts from your Activity Stream (everything above) • Reply to comments from other users in your Activity Stream • Like posts and comments from your Activity Stream • Social Publishing Capabilities: • Create new posts to publish to your brand and/or location pages • Add photos or videos to your post from your Media gallery or by uploading • Include a hyperlink (article or webpage) with your post User Guide Supported Providers & Functionality Twitter • Social Listening Moderation (Activity Stream): • Timeline Posts: posts and retweets on your account’s timeline published by you • Mentions: posts that your account is tagged in by other users (i.e. @yourhandle) • Comments: comments in tweets that your account posted or are mentioned in • Social Engagement Capabilities • Retweet a post from somebody else (i.e. share a tweet) • Comment on tweets from your Activity Stream (everything above) • Reply to comments from other users in your Activity Stream • Like tweets and comments from your Activity Stream • Social Publishing Capabilities: • Create new posts (tweets) to publish to your account’s timeline • Add photos or videos to your post from your Media gallery or by uploading • Include a hyperlink (article or webpage) with your post User Guide Supported Providers & Functionality Instagram • Social Listening Moderation (Activity Stream): • Timeline Posts: posts on your account/page's timeline published by you • Comments: comments in posts that your account/page posted • Tagged Media: images or videos that your account/page is tagged in • Stories: stories posted by your account/page or that you are tagged in • Social Engagement Capabilities • Comment on posts from your Activity Stream (everything above) • Reply to comments from other users in your Activity Stream User Guide Supported Providers & Functionality Google Q&A • Social Listening Moderation (Activity Stream): • Questions: questions posted on your listings from you (the business) or other Google users • Answers: answers from you (the business) or other Google users to questions posted on your listings • Social Engagement Capabilities: • Answer questions on your listings from your Activity Stream • Social Publishing Capabilities: • Create new questions and answers to publish to your listings (i.e. create FAQ’s) User Guide Social Platform Tutorial User Guide Social User Permissions Social Admin • User can access all Social activity for any locations in their account and all user credentials that have been added for each Social provider in their account. Add Social Credentials • User can add credentials for Social providers but cannot access the credentials of any other user. Approve Social Post • User can publish their own social media posts or responses/comments (without needing approval) as well as approve, edit, or reject posts and responses from other users that have been submitted. • Access to Social Publishing but with the absence of this permission requires a user to submit posts and responses as drafts that need approval. Submit Social Post Drafts • User can submit social post drafts, but their drafts need to be approved by a user with response approval access before they are published. User Guide Social Interface The platform interface for Social consists of five primary components/pages: • Summary: an overview of your social media activity including trends in follower and post counts, a Geo Distribution map highlighting areas with high activity, and a chart showing popular hashtag usage. • Activity: custom streams showing all recent activity (posts, comments, tags, etc.) across your social accounts. • Publish: a tool for creating and scheduling social posts to publish to your pages. • Store Comparison: a report measuring your Facebook follower and post counts against local competitors for all locations. • Settings: an admin screen used to sync your social media accounts with the dashboard for listening, engaging, and publishing. User Guide Settings User Guide Settings > Accounts Sync another social Tab between providers account Groups of Pages created for Social Publishing List of Pages each account contains Accounts synced to Dashboard # of Social Pages managed within Account User Guide Settings > Accounts > Add Facebook Account Click to open login screen for syncing account Upon successfully logging in, all Pages in your account will sync User Guide Settings > Accounts > Add Google Account Click to open login screen for syncing account Upon successfully logging in, all Pages in your account will sync User Guide Settings > Accounts > Add Twitter Account Click to open login screen for syncing account Upon successfully logging in, all Pages in your account will sync User Guide Settings > Accounts > Add Instagram Account Instagram Business Accounts are connected to corresponding Facebook Accounts. Here is what is important to note about this: 1. You must have a Business Instagram account. For each location, this is connected to a single, corresponding Facebook Business Page. 2. To get data from Instagram on your CUBrandMonitor platform (or any service that integrates with Instagram) you must re-add your Facebook credentials to the platform. 3. Location geo-tags are separate from account tags. Encourage people to tag your account instead of the location, by creating or claiming the new location-specific pages. This gives you more control over what posts people see about your business. CUBrandMonitor still has you covered either way though, because our Media tab still pulls in media based on geo-location data. *Once you have linked these in Facebook, you need to re-add your Facebook credentials to Social, and it will automatically bring in your Instagram Business Pages since they are connected to this account. User Guide Settings > Monitored Pages Add Custom Page URL (not connected to Accounts Synced) for Social to monitor Filter list of Pages by Source or Account List of Pages and Accounts Social is monitoring User Guide Settings > Monitored Pages You can disable any page within a social account you’ve linked that you don’t want to track in Social User Guide Settings > Publishing Groups Publishing Groups are optional for Facebook and Google. Groups allow you to publish a post/FAQ to multiple pages at once. Add new Group Search for Group Delete Group # of locations added to Group Group name Edit “Group” name of locations in Group User Guide Settings > Publishing Groups Edit Group name Search for Pages Include page within Account in Group User Guide Summary User Guide Social Summary Select locations/ groups to view Apply desired filters for data you want to see Number of new fans and posts for selected Number of Q&As appearing date range in large on Google listings text, all-time below in small text. Map shows distribution of social activity. Colored areas are spots with high activity. Zoom in to see popular areas. User Guide Social Summary Add Custom Hashtag to see its count or mentions. The hashtag metrics chart shows trending hashtags appearing in social conversations on your pages User Guide Activity User Guide Activity Stream Select a saved filter Select locations/groups to view Filter to desired date Activity sorted by most recent update User Guide Activity Stream > Filters Filter activity by provider Filter activity by posts Filter activity by with/without customer sentiment polarity or business replies User Guide Activity Stream > Social Search Terms Save search terms on the social tab to create a shortcut for future searches! This will help with common keywords or hashtags you regularly look up within social media results. To save a search term, simply type it into the Social search box and then click the + box.
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