Brand Mention Monitoring

Track @mentions, hashtags, and keywords across social media. Get real-time alerts for brand mentions and sentiment changes.

What Gets Monitored

@Mentions: Direct mentions of your brand account
Hashtags: Your branded hashtags (#YourBrand, #ProductName)
Keywords: Brand name, product names, exec names
Competitor mentions: Track competitors for intelligence
Industry terms: Monitor trends in your space

Setting Up Monitoring

Go to Brand Central → Monitoring → Settings
Click "Add Tracking Rule"
Configure:
- Type: @Mention, Hashtag, or Keyword
- Platforms: Twitter, LinkedIn, Facebook (select one or all)
- Alert threshold: Immediate, hourly digest, daily summary
Save rule

Example Tracking Rules

Type	What to Track	Alert When
@Mention	@YourBrand	Immediate (all mentions)
Hashtag	#YourBrandName	Hourly digest
Keyword	"Your Brand"	Daily summary
Competitor	@CompetitorX	Weekly report
Crisis term	"data breach" + "Your Brand"	Immediate + SMS

Mention Feed

All tracked mentions appear in the unified feed:

Real-time updates: New mentions auto-load (refresh every 60 seconds)
Filters: Platform, date range, sentiment, has media
Search: Find specific mentions by keyword
Sort: Recent first, highest engagement, sentiment

Mention Card Details

Each mention shows:

User profile (avatar, handle, follower count)
Post text + media (images/videos)
Engagement (likes, shares, comments)
Sentiment score: 😊 Positive | 😐 Neutral | 😠 Negative
Actions: Reply, Retweet, Save, Archive

Sentiment Analysis

Brand Central automatically analyzes sentiment using AI:

Sentiment	Score Range	Example
😊 Positive	0.6 to 1.0	"Love this product! Best purchase ever 🔥"
😐 Neutral	-0.5 to 0.5	"Just saw YourBrand on TV. Anyone tried it?"
😠 Negative	-1.0 to -0.6	"Terrible experience. Customer service didn't help."

Sentiment Over Time

Dashboard chart shows sentiment trend:

Green line: Positive mentions increasing → healthy brand perception
Red spike: Negative mentions surge → potential crisis
Gray baseline: Neutral mentions steady → normal activity

Crisis Detection

System alerts you when:

Negative mentions exceed 20% of total in 1 hour
Mention volume spikes 5x above average
Crisis keywords detected ("lawsuit", "recall", "breach")
Viral negative post (10,000+ impressions in 30 minutes)

Crisis Alert Email Example

🚨 CRISIS ALERT: Negative sentiment spike
42 negative mentions in last hour (20x normal volume)
Top keyword: "data breach"
Most viral post: @user123 (15,000 retweets)
Action required: Review immediately

Responding to Mentions

Direct Reply

Click "Reply" button on mention card
Compose response
Post directly from Brand Central (no need to leave dashboard)

Saved Responses

For common questions, create templates:

Shipping question: "Thanks for reaching out! Shipping typically takes 3-5 business days. Track your order here: [link]"
Pricing: "Great question! Plans start at $49/month. View all pricing: [link]"
Bug report: "We're sorry to hear that. Please DM us details so our team can investigate."

Assignment & Collaboration

On Team plans:

Tag team member: "John, can you handle this support question?"
Assign mention to specific person
They receive notification + mention appears in their queue
Mark as "Resolved" when handled

Competitor Monitoring

Track competitors to gain intelligence:

Product launches: See what they're releasing
Pricing changes: Spot discounts or price increases
Customer complaints: Identify their pain points (opportunities for you)
Marketing campaigns: Analyze their messaging

Competitive Analysis Report

Weekly report compares:

Metric	Your Brand	Competitor A	Competitor B
Total mentions	1,240	850	1,450
Positive sentiment	68%	52%	71%
Avg engagement	42	28	55

Reports & Insights

Weekly Summary Email

Every Monday, receive automated report:

Total mentions (up/down vs. last week)
Sentiment breakdown (positive/neutral/negative %)
Top contributors (users who mentioned you most)
Most engaged post (highest likes/shares)
Trending topics (hashtags/keywords gaining traction)

Custom Reports

Go to Monitoring → Reports
Select date range
Choose metrics to include
Export to PDF or CSV

Influencer Identification

System identifies high-impact users mentioning your brand:

User	Followers	Mentions	Sentiment	Action
@tech_reviewer	125K	5	Positive	Partner opportunity
@industry_expert	42K	3	Positive	Send thank you
@unhappy_user	8K	12	Negative	Address concerns

Best Practices

✅ Respond to mentions within 1 hour (shows customers you care)
✅ Thank positive mentions (build relationships)
✅ Address negative mentions publicly, resolve privately (DM)
✅ Monitor brand + common misspellings ("YurBrand", "YourBrnad")
✅ Track CEO/founder name (personal brand = company brand)
❌ Don't ignore criticism (silence makes it worse)
❌ Don't get defensive (maintain professional tone)
❌ Don't delete negative comments (looks like censorship)

Alert Configuration

Alert Channels

Email: Default for all alerts
SMS: For crisis alerts only (avoid alert fatigue)
Slack: Connect workspace for team notifications
In-app: Badge counter on Brand Central dashboard

Alert Frequency

Immediate: Every mention → use for @mentions and crisis terms
Hourly digest: Batch → use for brand hashtags
Daily summary: Once per day at 9 AM → use for general keywords
Weekly report: Monday morning → use for competitor tracking

Advanced: Boolean Search

Create complex tracking rules with operators:

("Your Brand" OR "YourBrand") AND (review OR feedback)

("Your Brand") AND (problem OR issue OR bug) AND NOT (solved OR fixed)

"competitor name" AND pricing

Privacy & Compliance

Only public posts are monitored (respects platform privacy settings)
Users opt-in by posting publicly about your brand
Data retention: 90 days (older mentions archived)
GDPR compliant: Users can request mention removal

Start Monitoring Your Brand

Set Up Monitoring →