Social Listening Skill

Overview

The Social Listening skill provides comprehensive social media monitoring and conversation analysis capabilities for PR intelligence. This skill enables real-time awareness of brand conversations, crisis signal detection, and social sentiment tracking across all major platforms.

Capabilities

Platform Monitoring

• Sprinklr social listening integration
• Talkwalker conversation analysis
• Platform-specific monitoring (Twitter/X, LinkedIn, Reddit, Facebook, Instagram)
• Forum and community monitoring
• Review site tracking

Alert Configuration

• Mention alert configuration
• Hashtag and keyword tracking
• Influencer conversation monitoring
• Crisis signal detection
• Viral content detection

Conversation Analysis

• Community conversation clustering
• Topic extraction and trending
• Conversation volume tracking
• Geographic analysis
• Demographic insights

Sentiment Analysis

• Social sentiment analysis
• Platform-specific sentiment
• Emotion detection
• Sentiment trend tracking
• Comparative benchmarking

Influencer Intelligence

• Influencer identification
• Engagement tracking
• Sentiment by influencer
• Amplification analysis
• Relationship mapping

Usage

Social Listening Configuration

const socialListeningConfig = {
  platforms: ['twitter', 'linkedin', 'reddit', 'facebook', 'instagram'],
  monitoring: {
    brandTerms: ['@CompanyHandle', '#CompanyHashtag', 'Company Name'],
    products: ['Product1', 'Product2'],
    executives: ['CEO Name', '@CEOHandle'],
    competitors: ['@Competitor1', '@Competitor2'],
    industry: ['#IndustryTerm', 'Industry Topic']
  },
  alerts: {
    crisisKeywords: {
      terms: ['lawsuit', 'scandal', 'breach', 'layoffs'],
      threshold: 5,
      window: '1h',
      immediate: true
    },
    viralContent: {
      engagementThreshold: 1000,
      velocityThreshold: 100,
      immediate: true
    },
    influencerMention: {
      followerThreshold: 50000,
      immediate: true
    },
    sentimentShift: {
      changeThreshold: -20,
      immediate: true
    }
  },
  reporting: {
    realtime: ['crisis-dashboard'],
    daily: ['mention-summary', 'sentiment-report'],
    weekly: ['influencer-report', 'trending-topics']
  }
};

Conversation Analysis

const conversationAnalysis = {
  period: 'weekly',
  summary: {
    totalMentions: 3450,
    uniqueAuthors: 2890,
    engagements: 45000,
    potentialReach: 12000000
  },
  platformBreakdown: {
    twitter: { mentions: 1800, sentiment: 0.65 },
    linkedin: { mentions: 450, sentiment: 0.78 },
    reddit: { mentions: 200, sentiment: 0.45 },
    instagram: { mentions: 700, sentiment: 0.72 },
    facebook: { mentions: 300, sentiment: 0.58 }
  },
  topicsIdentified: [
    { topic: 'Product Launch', volume: 800, sentiment: 0.82 },
    { topic: 'Customer Service', volume: 450, sentiment: 0.35 },
    { topic: 'Industry News', volume: 320, sentiment: 0.60 }
  ],
  influencerActivity: [
    { handle: '@TechInfluencer', followers: 250000, mentions: 3, sentiment: 'positive' },
    { handle: '@IndustryAnalyst', followers: 150000, mentions: 2, sentiment: 'neutral' }
  ]
};

Process Integration

This skill integrates with the following PR processes:

Process	Integration Points
reputation-monitoring.js	Social channel tracking
reputation-risk-identification.js	Crisis signal detection
crisis-response-execution.js	Real-time monitoring
social-listening-pr.js	Full workflow support

Best Practices

1. Multi-Platform Coverage: Monitor all platforms where your audience engages
2. Crisis Keywords: Maintain updated crisis keyword lists
3. Influencer Tracking: Identify and track key voices proactively
4. Context Matters: Review mentions in context before escalating
5. Response Speed: Have protocols for rapid response to issues
6. Competitive Intelligence: Track competitor social activity

Metrics and KPIs

Metric	Description	Target
Social Mentions	Total brand mentions	Growing trend
Social Sentiment	Average sentiment score	>65% positive
Response Time	Time to respond to issues	<1 hour
Influencer Engagement	Positive influencer mentions	Increasing
Crisis Detection	Time to detect issues	<15 minutes

Related Skills

• SK-001: Media Monitoring (traditional media)
• SK-006: Reputation Intelligence (reputation tracking)
• SK-015: Employee Advocacy (employee social)