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 Alerts 61 User Guide

Social Overview & Benefits User Guide Overview

This user guide walks you through Social, a comprehensive social management tool for monitoring, engaging, and 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 easy to listen and engage with loyal fans throughout all your brand’s parent and child accounts on , , , and ! 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 (): • 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 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 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 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 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. in to see popular areas. User Guide Social Summary

Add Custom Hashtag to see its count or mentions. The hashtag metrics chart shows trending 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 > 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.

Once saved, you can click on the term at any time to pull the current search results for it. User Guide

Activity Stream > Filter Sets To save a filter set, choose your desired filters.

Name the filter set, choose whether to share it with other users in your account or keep private, and then click create.

Filter sets are custom data streams with a saved set of filters User Guide Activity Stream > Filter Sets

Once a filter has been saved, you can select it any time to see updated results. Filter sets can also be edited or deducted at any time. User Guide Activity Stream

User who posted

Original post Post details, including media if applicable

Latest comments/answers in gray # of likes & comments/answers on post Provider that post/question appears on Click box to open full post details & interact Date/time of most recent update User Guide Activity Stream > Facebook Post User Guide Activity Stream > Facebook Post

Replies in order of time posted

Original Post

Reply to user

Select account Total comments Open workflow tasks Total likes to reply from

Show/hide reply threads User Guide Activity Stream > Facebook Post

Sentiment of comment

Highlighted comment is the one you clicked on from activity stream

Click to go to post Select account on Facebook to reply from

Add photo to comment Add comment to bottom of post User Guide Activity Stream > Twitter Post User Guide Activity Stream > Twitter Post

Original tweet

Re-tweets & Highlighted comment is the one you clicked Comments Reply to user on from activity stream User Guide Activity Stream > Twitter Post

Open Workflow task Total re-tweets & comments

Click to re-tweet post Click to like post Sentiment of comment or comment

Show/hide reply threads

Add reply to bottom of Click to go to Twitter conversation Tweet on Twitter Select account to reply from User Guide Activity Stream > Instagram Post User Guide Activity Stream > Instagram Post

Replies in order Original Post of time posted

Reply to user

Total Likes Total Comments Open workflow task User Guide Activity Stream > Instagram Post

Click to go to post on Instagram

Highlighted comment is the one you clicked on from Activity Stream

Add comment to bottom of post User Guide Activity Stream > Google Q&A User Guide Activity Stream > Google Q&A

# of upvotes Original Question

Questions or answers from owner (business) or Click to go to Q&A on Google local guide are tagged

Sentiment of answer

Highlighted comment is the one you clicked on from Activity Stream

Open Workflow task Select account to answer from

Submit answer to question User Guide

Publish User Guide Publish > Create a Post

Select account/pages to publish to

Enter post text/caption

Select to publish to Select time to post (immediately or schedule for future)

Add photo, video, or hyperlink to post of posts scheduled and sent via Dashboard User Guide Publish > Media Gallery

Upload a new photo or video Search for saved media by file name

Library of saved media

Click to add Edit or delete photos or videos from Gallery

Select saved photo or video to include in post User Guide Publish > Facebook

Facebook page (or group) Post text selected to post to

Photo added to post

Date and time selected for post to publish User Guide Publish > Twitter

Tweet text (280 character limit)

Twitter account selected for post

Hyperlink added to post Scheduled for immediate publish User Guide Publish > Google Q&A

Question to publish

Group of (or individual) Google listings selected to post Q&A to

Answer to publish

Scheduled for immediate publish User Guide Publish > Monthly Calendar View

Select pending posts or also those published

Switch to different view Change months

Posts scheduled each day, click to see all

Click individual post to view/edit/delete User Guide Publish > Daily Calendar View

Select pending posts or also those published

Change days Switch to different view

Click individual post to view/edit/delete User Guide

Store Comparison User Guide Store Comparison Report

Select locations/groups to view

Export report

Date timeline

Location list User Guide Store Comparison Report

Your stats Competitor stats

Total posts & comments % change compared to previous period

Likes of FB Page User Guide Store Comparison Report

Report sorting options by best or worst

Select to see competitor averages or stats of individual competitor for location User Guide

Email Alerts User Guide Email Alerts > Social

Select email template User Guide Email Alerts > Social

Select delivery preferences User Guide Email Alerts > Social

Select desired alert filters

Set preference for separate per location or a single combined email User Guide Email Alerts > Social

Customize your email design User Guide Email Alerts > Social

Preview of email alert contents

Select social details gadget User Guide Email Alerts > Social

Top section of email (part 1)

New follower counts for email Count of most popular alert’s date range used during period User Guide Email Alerts > Social

Bottom section of email (part 2)

All social activity during email alert’s date range Support

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