Workshop by Victor van Tol on Reputation Management, Social media monitoring tools which are essential for online reputation management, webcare, social media and reputation 2.0.
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Social Media gets an increasing share in the online media and have taken over
the lead from Web 2.0 websites like blogs and fora
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Source: Het Financieele Dagblad, 29 /9/2009
About Teezir
The Impact of Word of Mouth
Unmanageable Volumes
Automatically Monitoring Online Sentiments
Examples
Conclusions
Outline
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Opinion Mining
Opinion Mining solutions automatically measure
the perceptions around a product or organization
• Opinion mining is the fully automated delivery of opinions on any subject, based on information available in public sources (e.g. weblogs, e-zines, or newsfeeds) or internal sources
• Business solutions based on opinion mining are:- Brand monitoring- Marketing launch effectiveness- Opinion polls- Quality measurement
• In order to meet your organization's specific demands, our tools can be customized on for instance sentiment terms, languages, weights of terms, interface and reporting
• Sentiments can be compared across products, organizations (f.i. competitors), over time, across countries and more
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Opinion Mining is a recent discipline at the crossroads
of information retrieval and natural language processing
• Opinion mining (OM) – or sentiment analysis – is a
recent discipline at the crossroads of information retrieval
and natural language processing. The discipline studies
the opinions and sentiments expressed in a document
rather than just the topics discussed
• Our solutions follow a structured process in order to
deliver relevant and trustworthy opinions and sentiments
on the topic at hand:
1. Collect content from relevant sources (internal or
external) on the topic (e.g. your brand, your product, a
person, …)
2. Extract relevant metadata
3. Extract the sentiments from the content based on our
multi-lingual sentiment database
4. Index the content for efficient access
5. Consolidate and display sentiments on the topic
Index
1
3
2
4
5
67%
33%
67%
33%∑
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Online dashboard provides insight into customer online opinions
on multiple levels for both the client and her competitors
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The dashboard gives an overview of actual online sentiment, subjects and
related terms in a term cloud showing both relevance and sentiments
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A clear peak in volume shows on September 17; the day on which the news
around the unsuccessful negotiations with Deutsche Bank was announced
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These examples of actual posts show that, apart from news sources, the buzz
around „ABN AMRO‟ and „Deutsche‟ was also on blogs and Twitter
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Besides the buzz around Deutsche Bank, there are many other topics, related
to ABN AMRO, that are discussed online
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Subject: “Oplichting ABN AMRO Privelimiet Plus doorlopend krediet”
Subject: “ABN AMRO: Betalen voor nieuwe identifier bij lege batterij”
About Teezir
The Impact of Word of Mouth
Unmanageable Volumes
Automatically Monitoring Online Sentiments
Examples
Conclusions
Outline
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A leading player in the Dutch telecom market used our Opinion Mining
technology to gain insight into the buzz and sentiments around telecom devices
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For supplier management purposes, our client analyzed the sentiments
around aspects of phones, thus providing insight in potential reasons to buy
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0%
50%
100%
Samsung U600 Nokia 6300 Nokia 6230i LG Shine Apple iPhone Nokia N95
Batt
ery
0%
100%
Mp
ixels
0%
100%
Dis
pla
y
0%
100%
Weig
ht
0%
100%
Usab
ilit
y
Source: Teezir Telecom Crawl, September 2008
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Zooming into individual aspects provides insight in what is being said and
how specific aspects of each device are perceived
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0%
50%
100%
Samsung U600 Nokia 6300 Nokia 6230i LG Shine Apple iPhone Nokia N95
Batt
ery
0%
100%
Mp
ixels
0%
100%
Dis
pla
y
0%
100%
Weig
ht
0%
100%
Usab
ilit
y
Source: Teezir Telecom Crawl, September 2008
.. Unfortunately, I think the biggest
disadvantage of this phone that the
battery is empty so quickly…
...
.. then the battery is pretty empty at night
The display is clear, even during the
huge amount of sun in the last few
weeks…
…usability and all the necessary
functions are good…
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Automatic analysis of Word of Mouth can signal problems and provide insight
in the underlying reasons so your company can act accordingly
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Source: Teezir Telecom Crawl, May 2008
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Source: Teezir/Wit Community Monitor
The Teezir Community Monitor allows the user to slice the results
per issue, per stakeholder and per time period
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Whorules.nl is an online showcase of Opinion Mining technology that gives
the Dutch public insight in the online buzz and sentiments of today
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Query: ABN AMRO and Deutsche; Timeframe: June 22– Sept 22, 2009