ReputationAlert Frequently Asked Questions
What does ReputationAlert do?
ReputationAlert is a tool that lets you track and manage your online visibility and reputation by pulling content from around the web into one convenient dashboard.
What are Mentions?
Mentions are any piece of content that we retrieve that matches your search criteria, including a blog post, Tweet, forum post, comment, photo or news article.
I have a mention that is shown as negative but it's not.
From time to time our sentiment analysis will classify something as an incorrect sentiment for a host of possible reasons. For example, if someone says, “Hoover sucks...”, that may be a good thing to say about a vacuum. Select ‘View Details' beneath the mention and then on the 'Content' tab to view the highlighted words that caused that specific sentiment rating. You can also manually adjust the rating. By adjusting sentiment that is incorrect, our system will ‘learn’ and become more accurate in identifying sentiment in comments about you.
I keep getting mentions that are not about me/my company.
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 not relevant mentions you may want to adjust your search terms to be more specific.
Why do I see the same result appearing over and over in results?
Results may appear to be duplicated, but these are actually reposts. Content is often republished on different urls and domains. Although we try to filter these out, sometimes we cannot effectively filter the result if there are other material changes to the new page. You can mark any reposts as ‘not relevant’ and they will no longer appear in your list of results.
Do you pull past 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.
Why don't I see results or 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 reference to source on the web and that will make it harder for us to find the content. In general, the popular the mentions source, the easier it is for us to find the content.
What is ‘My Content’?
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.
How does marking something as ‘Not Relevant’ work?
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, you might want to click Edit Searches and edit your searches so they're 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 Searches and Filters drop down list.
How does marking something with a Star work?
Starring something 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.
What is a search?
A search is a keyword or phrase (or bundle of keywords and phrases) used to retrieve content. You can have multiple required terms and excluded terms to help up prioritize and rank the content.
How do I make my search results more relevant? Can you help?
Try adding more required terms to get better results. After you review your results, exclude words that are not useful, like spam keywords you see, or other terms that are not relevant.
Once results are returned, can I flag some as spam so that they no longer show up in my reports?
Yes, each result can be marked as not relevant and removed. This does not mark the entire site as not relevant though, just that one story. To exclude the entire site, you’ll have to enter that site under the Exclude Domain area for each search.
Can I search for a URL or exclude a URL from my search results?
You can enter a URL (ex. nike.com) and you will see blog and other results containing that URL. But searching for a URL will not bring back results from that URL. Search is strictly keyword based. Same goes for exclusions.
Can I specify sites that I don’t want results pulled from?
Yes, under each search you can enter which sites to exclude.
Can I restrict my searches to a place, source or time period?
You can restrict your searches to a place by editing your searches to only pull results with that location. You can also filter results by the source, time, and sentiment.
How should I edit my search terms?
Searches can be filtered by AND and AND NOT but not OR. It’s 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 a phrase even if it contains an 'or.' 'Coke or Pepsi' will find only the phrase, and not the individual words.
What is Share of Voice?
Share of Voice measures that amount of content we find about your company when we search for a particular search phrase (eg. “New York Pizza”). Then, we compare that volume to your competitors.
How does Share Of Voice decide what searches to use?
By default, your Share Of Voice created searches using the information you provided when you set up your account.
Why isn't Share Of Voice working for me?
Don't fret! There are a number of possibilities.
Your search terms for Share of Voice may have been set up incorrectly. Click on Adjust Search Terms and make sure that the search terms include your industry (e.g. "restaurant") and location ("New York City").
Make sure that the name of your business appears in the field labeled "Business" and at least one competitor is listed under "Competitors".
Perhaps the search terms you've entered are too general. If you own a pizzeria in New York you might have a 0% Share Of Voice for "Restaurant + New York" but a significantly higher share for "Pizza + New York".
Perhaps the company name you've entered is too specific. If you enter your business name as "Andrea's New York Style Pizzeria", Share of Voice will search for places where those exact words appear. You might have more luck searching for "Andrea's Pizzeria" or just "Andrea's".
If your Share Of Voice isn't working, try experimenting with the above variables until you find a combination that returns useful results.
How often does my Share Of Voice get calculated?
As often as new search results are returned. Typically this will be around once a day, however if no new results are found it could take longer. By engaging your customers online there is sure to be lots of activity surrounding your company name.
How far back are reviews pulled?
The Reviews tab gathers your 25 most recent reviews from prominent local review websites onto a single page. The reviews are sorted with the newest ones at the top.
Why am I not seeing any reviews?
You don't have any reviews, or
We don't have enough information about your business to find reviews. Ensure your Company Info is complete and accurate and make sure we've got all your details, including business phone number.
Can I respond to reviews from the site?
A link is provided to the location of the review. From there you can handle your response however you like.
What does Visibility Mean?
The Visibility tab shows you where your business is listed on the top Internet search engines, directories and website that specialize in your business type. You will see where your business is located and what listings you need to add your business too.
Can I improve my visibility score?
Yes. If you have incorrect or missing listings, you need to correct it manually. There are detailed instructions provided but the listing site may need to be contacted directly to confirm online information of your business.
Can I edit my listings from the site?
We provide direct links to the listings on the sites. Some of these you may need to log into in order to claim or edit the listings.
I have a listing on a site but ReputationAlert did not find it?
This can likely be resolved by editing your business listing on ReputationAlert to include more detail (phone number etc.).
You can add a listing though by selecting View Possible Matches under each site and then copying and pasting the URL of your listing. After submitting, listings may take up to a week to appear in your visibility list.
What is the social tab for?
You can connect your account with your company's Facebook, Twitter and FourSquare.
Once your accounts have been linked, you'll see graphs showing the growth of your audience on Facebook (people who "like" your page), Twitter (people who "follow" your Twitter account) and FourSquare (people who have “checked-in”). These graphs will help you monitor the effectiveness of your social engagement.
You can also use the Status Updates publisher to share the latest news with your fans and followers on Facebook, Twitter, and LinkedIn as well as view all of the recent activity on the accounts.
Will I be notified if there are changes to my online reputation?
Yes, you will receive notifications monthly regarding any changes to your online reputation.
What is sentiment and how does it work?
Sentiment reflects the opinion of an author about the entity you have selected. Negative sentiment is, for example, a spiteful statement made against your brand, vs. positive sentiment, which would be an expression of praise, or satisfaction with your brand. Neutral sentiment, offer no strong negative or positive indicators. 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.
Can I change sentiment value?
Yes! Sentiment is meant to be an interactive feature. Computers are not always accurate when it comes to interpreting human expression, which is why users of the nsReputationAlert app will benefit from verifying and overriding the Sentiment if needed. Just move the slider to adjust.
Keywords - What are they?
In the Key Words tag cloud on the Review tab, the size of each word represents its frequency in the result set. You can click on any word in the frequent words like to filter results down to only those that contain the selected word. They sometimes signify new trends and are something to keep an eye on.
Can you tell me how our key social media influencers are?
You can click through to read details on each mention and the information we know about the mentions source. Some of that information will show you how popular the website or social media account is that generated the comment.
Is there a limit to the number of results you return for my profile?
How often are results updated?
Sources are scanned continuously and automatically to bring you the most complete and up-to-date data.