When you're viewing a Project in Listen, you can choose between four different views at the top of the page including: Insights, Comparison, Monitoring, and Mentions. Mentions View allows you to view all Mentions indexed for your Project. In this view, you can sort and filter your Mentions, view and edit the sentiment for each Mention, and engage with indexed Twitter Mentions.
Viewing and Sorting Mentions in Listen
To get started, open any Project in Listen and click Mentions under the Current View dropdown at the very top the of the page. By default, Mentions from all Topics in your Project will be included. On the top left, you can click on any Topic to toggle the visibility and remove it from your view.
On the top right, you can adjust the view type, sort your mentions, and change your date range.
Using the View Type dropdown, you can switch from the default Cards view to List view. List view allows you to see additional information for your Mentions, such as potential reach, though in Cards view, you can view more Mentions in a smaller space.
By clicking Sort View, you will have several options to sort your Mentions:
- Mentions will be displayed from most relevant to least relevant. The relevance of your Mentions is based on three factors: the number of times a keyword is used, how common the keyword is, and the length of the text. This means shorter texts using uncommon keywords more frequently will rank higher than long texts which include a more common keyword only once.
- Created Date
- Mentions will be displayed in order from newest to oldest.
- Potential Reach
- Mentions will be displayed in order from most to least potential reach. The potential reach is the potential size of the audience that could see each Mention. It is estimated from the most-followed Mention Authors, as the sum of their followers (for Twitter authors) or fans (for Facebook authors). Potential reach is currently only available for Facebook and Twitter Mentions.
- Total Engagement
- Mentions will be displayed in order from most to least Engagements. Engagements is calculated as the sum of Favorites, Replies, Quotes, and Retweets. This data is currently only available for Twitter mentions.
- Twitter Metrics
- Choose between Retweets, Quotes, Replies, and Favorites to sort your mentions from highest to lowest based on the chosen engagement type.
- Engagement Rate
- Mentions will be displayed in order from highest to lowest engagement rate. The engagement rate is an indicator for how much engagement your mentions receive per follower. It’s calculated as the total engagements divided by the total number of followers. This data is currently only available for Twitter mentions.
Using the Calendar icon, you can choose from presets (e.g., last 7 days) or select a custom date range for Mentions to be displayed over a maximum of one year.
Trying to go further back in time on the calendar? Your historical access to Mentions in Listen is determined by your contract. Please reach out to your Customer Success Manager if you would like to have access to older Mentions.
Viewing and Changing the Sentiment on Mentions in Listen
In Mentions View in Listen, sentiment will be displayed on each Mention in both card view and list view as positive, neutral, or negative. By clicking on the sentiment icon, you can change it manually.
Additionally, you can click the box beside each Mention to change the sentiment for several Mentions in bulk. Once you’ve selected your Mentions, click the Sentiment dropdown from the top left to change the sentiment.
Filtering in Mentions View
There are four possible ways to filter your Mentions in Mentions View. You can search for keywords or authors, select specific sources, apply demographic requirements or limit results to specific content type or content sentiment.
By clicking on the magnifying glass in the top left, you can choose from any of the four options mentioned below.
Under Search, you can apply keywords which are mandatory or optional, keywords which should be excluded, or the name of any applicable authors. Once you enter the keyword or author name, press Enter to add to the applicable field. You can add multiple keywords or author names.
Under Sources, you can choose to view only Mentions which are indexed from any of the nine possible sources in Listen. You can select multiple sources.
Under Demographics, specify languages and originating countries for your Mentions using the applicable dropdowns. You can also choose to view Mentions from female authors, male authors, or authors who either haven’t provided the information or it could not be determined.
Not all Mentions will contain demographics information. By using the Demographics filter, you may severely reduce the number of Mentions displayed.
Under Content, you can click to specify a sentiment or media type for your Mentions. You can also type to specify an originating domain.
Retweeting and Replying to Twitter Mentions in Listen
You can save some time tapping into relevant content by interacting with your indexed Twitter Mentions directly in Mentions View.
On the bottom right-hand side of each Twitter Mention, you can click either Reply or Retweet.
When you reply to a Tweet, you will have the option to select from all Twitter Channels your organization has connected in Falcon. In the Message field, you can write up to 280 characters as normal. The Twitter handle will already be populated in the message. Once you click Reply, you can view your reply as a published post in Publish and Engage.
When you reply to a Tweet from Mentions View, it will not create a thread. Instead, a new Tweet will be created, beginning with the author being @mentioned.
Similarly, when you retweet a Tweet, you can choose from your connected Channels, though the Message field will populate with the entire message which is being retweeted. Once you click Retweet, visit Publish or Engage to view your post.
Whether replying or retweeting, you can click the Approval dropdown to select a Falcon user to approve your message. This is optional for Admins, Team Leaders and Editors, though Content Creators will always be required to submit for Approval. You can find out more about more about the Falcon User Roles here.
If a reply or retweet is submitted for approval, the assigned approver will receive an email and find the reply in Publish under Awaiting Approval.