Some tasks on your to-do list are just destined to be “in-betweeners.” The things you do when you have 5 or 10 minutes to spare between investor meetings, interviews, and strategy sessions.
For execs like you, that often involves checking in on what people are talking about online.
You don’t need to spend all day in your Mention dashboard – that’s what your community manager does. You need to be able to log in and quickly take a pulse of your brand’s online footprint. Who’s talking about you, what your competitors have been up to, and the latest industry news.
Basically, you need to know how to monitor on the go. Because you won’t do things the same way you would if you sat alone at your desk all day.
Luckily, Mention’s flexibility is one of its best features, and that extends to the mobile apps as well. This post is your guide to getting the most out of monitoring mobile apps like Mention for on-the-go brand management.
Why help with brand monitoring?
If you have a community manager, marketer, or PR rep handling your company’s media monitoring, why check on things yourself?
It’s important to know what’s going on with your company – including how it’s talked about and how your team responds. Logging into the listening platform yourself, even just to read through things, gives you intel on how your company runs.
By browsing through your team’s alerts, you can gain insight on:
- How the team is monitoring your main competitors – and what they do with that information.
- What keywords your marketing team is focusing on for content and listening.
- Which problems and questions your support team spends the most time dealing with.
- Feedback being given on product design and user experience.
- What kinds of leads your sales team targets through monitoring.
But I get that when you’re only logging in for 5 minutes at a time, it can be hard to see the point. Your community manager needs to spend hours per day in the social listening dashboard – what can you get accomplished in the length of a pop song?
Luckily, you’ll be able to do all that you need to. You just need to set a different game plan than your team would.
1. Set your goal
When you’re not the primary user of your company’s listening tool, your dashboard can be overwhelming. Since you don’t log in daily, there’ll be a lot of conversations to catch up on. Way more than you have time to read through before your next meeting.
That’s why you need to set a plan.
If there are more unread mentions than you have time to deal with, choose a goal for your monitoring session. What kind of goal should you set? That’ll depend.
Here are different ways you can divide and conquer your unread conversations. You can even combine two or more to make a really specific goal.
- Look at priority mentions. Our algorithm has already started the work for you. You can head on over to your alert’s priority stream (pictured above). We’ve identified the mentions in there as important, so it’s smart to deal with them quickly.
- Choose one alert. Start with the oldest mentions, working your way to more recent ones. That way, if you don’t finish, the old mentions aren’t getting more outdated.
- Browse by source. If you’re just interested in conversations on Facebook or in forums, you can filter by source. Go through alert by alert to see the convos for all topics.
- Look for problems. Use search terms to narrow in on the context of a mention. For example, you could search for your job title within your company’s main brand alert to find people talking about you.
By setting goals, you’ll avoid the endless browsing that can be such a time-suck. Zero in on the specific goals that matter most to you, or cycle through different goals based on your mood.
2. Set your game plan
Once you’ve set a brand monitoring goal like “go through unread Facebook conversations” or “look at important customer support issues on Twitter,” figure out how to get there. Prioritize the mentions you’ll deal with to maximize your chance of reaching your goal.
When you only have 5 minutes to spare, you don’t have time for every tweet. If you need to take an action on a mention, you want to make sure it’s an important one. Because each mention you deal with is one more you won’t reach today.
Even if you don’t set a goal to deal with priority mentions, they can still help you find things that need your attention first. For example, if you have your unread mentions filtered by source, there will be a red flag in the corner of any priority mention.
Scrolling through your unread mentions, that flag is easily noticeable. A quick swipe of your thumb across your screen can identify them quickly. Do what needs to be done with those and either move on to priority mentions in another alert, or look at non-priority.
3. Start your monitoring triage
Do you ever triage your to-do list? When you prioritize your to-do list based on how long an item will take? I love it – crossing off 5 items in 1 hour feels much better than crossing off 2.
The same process can be applied to your social listening. There are lots of actions you can take on mentions – with different levels of time involved. Favoriting something or marking it as irrelevant just takes one click. But replying to a tweet or assigning a task and including a comment can take a minute.
If you can deal with a mention in less than 3 clicks, do it. That would probably include favoriting, archiving, marking something as irrelevant, and blocking sources. After that, follow U.S. President Dwight Eisenhower’s prioritization matrix. If it’s urgent, do it now or delegate it. Otherwise, save it for later.
4. Customize push notifications
Push notifications can be a conundrum. You turn them on because you don’t want to miss anything important. But then you get so many that the important stuff gets buried in a ton of noise.
Well, cutting through the noise is what Mention’s all about.
We let you customize the notifications for your alerts both on the alert and device level. You can choose whether or not to get mobile notifications for each individual alert, and how frequently you want to get them: instantly, every 5 minutes, or hourly.
You can also set different settings for when you’re on desktop or checking email. For example, I only get notifications for some alerts through the Mac app. You could turn off notifications for all alerts except one, and then get notified every hour on your mobile and get emails once per day.
My advice? You’re busy, so you probably don’t deal with notifications as soon as you get them. And you’re on the go, so the battery life struggle is real. Turn off mobile notifications for less important alerts, and get them once per hour for the 2-3 that matter most.
5. Delegate to your team in the office
A lot of the unread mentions for you have already been seen by your team members spending more time on monitoring. But let’s say you:
- Want to follow-up on something with a comment.
- Need to ask a question regarding a specific mention.
- Found something that doesn’t seem to have a response.
- Spot some new stuff coming in.
You can easily start a discussion around the mention with a team member.
If something got labeled “delegate” during the triage step, assign it to the most appropriate team member with brief instructions in the comment section. For a question, use the activity info to determine who dealt with the mention and share or assign it to them with your comment.
You can even assign something to yourself! If you’re waiting to deal with a certain mention until you’re back in the office or have more time, you can assign it to yourself. This way you won’t forget as new mentions come in, and you can use the comments to add extra context or notes to help out your future self!
Using collaboration features ensures the right people see the right mentions while helping them with context.
6. React within the app
Those quick mentions I talked about earlier – the ones you should deal with right away? It wouldn’t really be “right away” if you had to click a link in the app, open it up in your phone’s web browser, wait for it to load, log into the website the mention came from, and type your response.
Ugh! That sounds awful and inefficient!
Instead, you can respond to mentions right in the app. The only thing holding you back is autocorrect.
On-the-go brand monitoring isn’t about catching everything. That’s for the slow days where you’re at your desk. The key to mobile monitoring is using a tool that helps you find just the mentions that are worth your time. Deal with the ones important to you, so you can get back to business.
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