This article outlines recommendations for monitoring inbound conversations related to a crisis or other major event via Khoros Social Marketing Inbox and/or Care Module. These conversations are primarily direct interactions with your social channels. For help with setting up social listening searches for monitoring the wider conversation, getting notifications for mentions of your brand, check out this article.
The example below uses the current COVID-19 pandemic as an example and walks you through setting up a new label, monitoring your queues for activity, and reporting on volume and sentiment.
Create a new “COVID 19” label and Auto-label rule
Note: Community managers should manually apply the COVID 19 label to other inbound items that did not automatically receive the label.
Tip: For more teams that are already working out of Topic queues and prefer to add a new queue for this, follow the same steps to create a new topic queue to automatically assign items based on keywords / phrases to the queue. Skip the next two sections about filtering streams/queues and simply monitor the newly created queue. Keep in mind that since this is keyword/phrase based there will be items that are not caught and assigned to the queue, so in order to get reporting on the volume you will need to have community managers either reassign items to the COVID 19 queue and/or all items should also receive the COVID 19 label. If you are creating a routing rule, be sure to select which sources you are routing from rather than doing all sources. [See Atlas Article: Create and Manage Topic Queues.]
Suggested Care Rule Keywords / Phrases: coronavirus, corona virus, COVID-19, covid19, coronapocalypse, coronaviruspandemic, coronaquarantine, coronavirusquarantine, covid, quarantine, coronaviruspanic, washyourhands, coronaoutbreak, coronavirusupdate, social distancing, socialdistancing, pandemic, quarantine, hand sanitizer, handsanitizer
Below is a best practice for managing inbound content related to COVID 19 auto-labeled items from the Social Marketing Inbox.
If your inbox view is already set up, you can filter your existing streams for the label as outlined below in Step 3. However, we recommend creating a new, temporary tab with all of your streams or queues added to it for monitoring the crisis so as not to disrupt your existing inbox setup.
If your team works out of Topic Queues, you can also filter an individual topic queue from the Inbox view and/or care view by specific label = COVID 19
CARE MODULE VIEW:
Now to go filter settings for the same widget and select your second label(s) of interest (i.e. sentiment labels) from the labels filter
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