Within the enterprise, listening is more than a linear process. Monitoring social media means not only being able to hear what’s being said about your brand in a stream of information, but understanding what to do with that intelligence once you have it.

You need a listening grid – a system of gathering information, categorizing and segmenting it based on your needs, communicating internally about responses and engagement, and having up-to-the-minute notification of happenings in social media that are relevant to you.

Radian6′s new slate of features and enhancements empowers users within the enterprise to set up that listening grid, managing all points along the path of communication from awareness to engagement, responses, and learnings that can improve the business as a whole.
This week, we’ll be sharing details and ideas for how these new features can create better company wide listening, better engagement through deeper customer insight, cost effective scalalbility of outreach, better internal collaboration, increased visibility for management, and stronger measurement of social media ROI.

The Conversation Sidebar

Radian6 has launched the new conversation sidebar, a streamlined solution for integrating the listening grid within the enterprise. The new Conversation Sidebar enables you to have an internal conversation with team members about each post, and also provides you enhanced workflow and tracking capabilities for each post in your topic profile so you can track responses, and share knowledge across your team.

In addition to your communication team, you can share these valuable insights with customer service, sales, product and executive teams – anyone using the system -  and coordinate your responses to the community.
When you click the hyperlink in your As It Happens email or IM to open the sidebar, you will be able to:

•    Assign posts to team members within your organization
•    Communicate with other team members to collaboratively answer questions or address issues
•    Classify the type of post: lead, inquiry, compliment, complaint, etc.
•    Manually rate the sentiment of an item (positive, neutral, negative)
•    Track engagement level (commented, closed, awaiting reply) and create an audit trail of responses and outcomes

The conversation sidebar also provides the ability to add social tags to each post source, giving companies a method to identify, track, and determine how to handle each post from that source. By sharing that information across the enterprise, you can see who’s driving the conversation about you, provide context for each interaction, and spread the overall knowledge base about your community.

As It Happens Email and IM

Sometimes you’re not working in the Radian6 dashboard, but you’d like to stay on top of a particular topic profile. Now, Radian6 offers the ability for users to get email or Jabber-compatible IM notifications for specific topic profiles at intervals they select.

Alerts are delivered to your inbox or IM client as results are discovered, and include a link to open the alert in your web browser. There you’ll find the Conversation Sidebar and workflow capabilities for team collaboration and response. Once you act on an alert and update the Conversation Sidebar, a new alert will be issued with the updates so everyone stays in the loop about the most recent activity. And if you assign a post to a member of your team, they’ll get an email notifying them so they can act on it.

Now, you’ll be able to get up-to-the-minute notifications when new and relevant posts arrive, and engage with them in a timely and appropriate way. Never miss a relevant post again.

Questions about any of the new features? Feel free to drop a note to our support team or contact your account manager and let us know how we can help.