Download - Social Media C4 Capture, Control, Communication, and ... · A conversation is an aggregated interaction between a SMC4 social media account and a user of the social network. This

Social Media C4

Capture, Control, Communication, and Compliance

User Guide

Version 1.9.8

Version 1.9.7 SMC4 User Guide

© 2014 SMC4 Integritie.com of 53

Contents Page

Contents Page .................................................................................... Error! Bookmark not defined.

1 SMC4 Overview............................................................................................................................... 5

2 SMC4 Editions ................................................................................................................................. 6

2.1 SMC4 Lite ......................................................................................................................... 6

2.2 SMC4 Premium ................................................................................................................ 6

2.3 SMC4 Enterprise .............................................................................................................. 7

3 Functions ........................................................................................................................................... 8

3.1 Logging on ........................................................................................................................ 8

3.2 The Interface .................................................................................................................... 8

3.2.1 Home .......................................................................................................................... 8

3.2.2 Active & Inbox Conversations ................................................................................... 10

3.3 Conversation Message Bar ............................................................................................ 11

3.3.1 Pending Conversations ............................................................................................ 15

3.3.2 Closed Conversations .............................................................................................. 16

3.4 Conversation Actions...................................................................................................... 17

3.4.1 Close ........................................................................................................................ 17

3.4.2 Like and Unlike ......................................................................................................... 18

3.4.3 Hide .......................................................................................................................... 18

3.4.4 Claim ........................................................................................................................ 18

3.4.5 Assign ....................................................................................................................... 18

3.4.6 Delete ....................................................................................................................... 19

3.4.7 Reply ........................................................................................................................ 19

3.4.8 Retweet .................................................................................................................... 19

3.4.9 Block ......................................................................................................................... 19



3.4.10 Prioritise ...................................................................... Error! Bookmark not defined.

3.4.11 Forward .................................................................................................................... 19

3.4.12 Create Case ............................................................................................................. 20

3.4.13 Report ....................................................................................................................... 20

4 Publish ........................................................................................................................................... 21

4.1 Publish Posts .................................................................................................................. 21

4.1.1 Character Counting .................................................................................................. 22

4.1.2 Drafting a Message .................................................................................................. 22

4.1.3 Analysing a Message ............................................................................................... 22

4.1.4 Attaching Images ...................................................................................................... 22

4.1.5 Attaching a Web Link................................................................................................ 23

4.1.6 Attaching a Web Link with a Google Analytics campaign ......................................... 23

4.1.7 Published Scheduled Messages. ............................................................................. 23

4.1.8 Viewing Publishing Messages .................................................................................. 25

4.1.9 Publish Message Details .......................................................................................... 25

4.1.10 Cancel Scheduled Message..................................................................................... 26

4.1.11 Pending Messages ................................................................................................... 27

5 Administration ................................................................................................................................ 28

5.1 User Administration ........................................................................................................ 28

5.2 Managing User Accounts ............................................................................................... 30

5.3 Account Administration ................................................................................................... 30

5.4 Adding a Social Media Account ...................................................................................... 31

5.5 Adding Affiliate & Competitor Accounts .......................................................................... 33

5.6 Configuring Account Action Rules .................................................................................. 34

5.7 Connections ................................................................................................................... 36

5.8 Standard Phrases ........................................................................................................... 36

5.9 Campaigns ..................................................................................................................... 36



5.10 Message Categories ...................................................................................................... 38

5.11 Case Types .................................................................................................................... 38

5.12 Bulk Closing.................................................................................................................... 39

5.13 Keyword Suggestions ..................................................................................................... 40

5.14 Message Store ............................................................................................................... 41

6 Reports .......................................................................................................................................... 42

6.1 Report Setting................................................................................................................. 42

6.2 Report Availability. .......................................................................................................... 42

6.2.1 Message Report ....................................................................................................... 43

6.2.2 Status Report............................................................................................................ 43

6.2.3 Categories Report .................................................................................................... 43

6.2.4 User Reports ............................................................................................................ 44

6.2.5 Date Reports ............................................................................................................ 44

6.2.6 Response Time Report ............................................................................................ 44

6.2.7 Words Map Report ................................................................................................... 44

6.2.8 Map Report ............................................................................................................... 45

6.2.9 Data Report .............................................................................................................. 45

7 Feedback ....................................................................................................................................... 46

8 Glossary......................................................................................................................................... 47

9 SMC4 User Role Matrix ................................................................................................................. 52



1 SMC4 Overview

SMC4 enables a corporate user of social media channels; Facebook, Twitter, Google+, LinkedIn, IBM Connections

and Instagram, to interact with social media users in a controlled manner. SMC4 also supports non social media

channels; Exchange Email and SMS. SMC4 enables organizations to use social media to gain business value and

customer loyalty by exploiting these new distribution channels, whilst still remaining compliant with regulatory

requirements – as well as security requirements and corporate policy mandates.

SMC4 logs all social networking interactions, monitors incoming and outgoing messages, and archives them for

compliance review. Additionally, outbound correspondence is audited prior to leaving the company, therefore

avoiding potential issues with message content. SMC4 also provides legal discovery that is compliant with

electronic discovery standards. By adhering to e-Discovery standards, an extract of the data and all related

information can be easily copied to transferable media and presented to the appropriate authorities or opposing

legal counsel for their use.

SMC4 provides a live monitor, enabling an organisation to monitor their competitor’s social media coverage and

respond from the specific social media account. The SMC4 interface consolidates all social networking channels

and accounts into a single stream of consistently presented information. Organisations can use this stream to

review what other people are saying about you, respond to questions or publish marketing media messages.

SMC4 System Overview



2 SMC4 Editions

SMC4 has 3 different editions to choose from. These options are given to you at the initial registration page. Below

is a summary of what each option includes.

2.1 SMC4 Lite

To get started simply click on the ‘Get Started Now’ icon.

SMC4 Lite is a free edition which includes: up to 3 social media

channels (Twitter, Facebook & LinkedIn), up to 5 users, 10 social

channel actions per day, includes operating reporting and online

support.

If you try to add more accounts, more users and conduct more

social actions outside the SMC4 Lite limits, you will be asked to

upgrade to either the Premium or Enterprise versions.

2.2 SMC4 Premium


SMC4 Premium edition includes; unlimited social media channels

(Facebook, Twitter, LinkedIn, Google+ and email), unlimited users,

unlimited social actions per day, operational reporting, online and

telephone support.

This edition of SMC4 is a chargeable edition, if you want to include

Advanced Workflow Management and Records Management you will

need to upgrade to the Enterprise edition of SMC4.



2.3 SMC4 Enterprise


SMC4 Enterprise edition includes; unlimited social channels

(Facebook, Twitter, LinkedIn, Google+ and email), unlimited

users, unlimited social actions per day, operational reporting

and online and telephone support. It also includes Advanced

Workflow Management along with Records Management.

This edition of SMC4 is a chargeable edition and it provides

the highest level of functionality.



3 Functions

3.1 Logging on

SMC4 is a hosted application accessed via web browser. It is compatible with browsers IE9, IE10, IE 11, Firefox,

Safari, Opera and Chrome. Visit www.smcapture.com and click on the ‘sign up’ button.

To login, open your browser of choice and enter the username and password given to you by your systems

administrator

3.2 The Interface

3.2.1 Home

Upon successful authentication your home screen displays two columns of conversations, the content of which

depends on your level of authorization:

Agent: Display Active and Inbox Conversations

Supervisor: Display Active and Pending Conversations

Auditor, Administrator: Display Pending and Inbox Conversations

For full descriptions of user access rights please see section 10.

http://www.smcapture.com/



A conversation is an aggregated interaction between a SMC4 social media account and a user of the social

network. This may be a wall post in Facebook, with comments or a stream of Twitter mentions, or an update via

LinkedIn with comments. SMC4 crawls each social media account registered to it, stores and displays all the

messages retrieved.

Each message is run through the Content Analytics system and prioritised according to content. The messages are

also sent to the FileNet P8 Content Management repository and archived for compliance purposes. The types of

“conversations”, even within a single social network are many and evolve all the time. The SMC4 interface

consolidates the various types of conversation into a single stream to enable you to uniformly view and interact with

the various social networks, whilst still enabling for the flexibility required by each different network.

There are six different categories of conversation:

Inbox: A conversation that has been initiated by the user of a social network with a SMC4 social media account

that is not assigned to a particular SMC4 user, or has not been replied to by a SMC4 user.

Active: A conversation that is assigned to you; either by claiming the conversation yourself, having the

conversation assigned to you, or because you have replied to the conversation.

Pending: A conversation containing a message that contains a response that has been flagged by the Content

Analytics system as requiring approval before sending. A conversation is no longer pending once all the pending

messages within it have been approved or denied.



Closed: A conversation that has been closed, either manually via one of the conversation interfaces, or

automatically upon deletion of the social media account the conversation belonged to.

3.2.2 Active & Inbox Conversations

An Agent-level user is given the option of viewing all Active or Inbox conversations via the main menu. You have

the option of replying to or closing each conversation in the Active and Inbox categories. The conversations can be

filtered by: social networking site, last reply by user or customer, priority, message category, social account or

date. The conversation content can be searched by using the Search > box at the top of any screen.



3.3 Conversation Message Bar

The priority of the conversation is determined by Content Analytics when an incoming message is crawled from a

social network and has three levels:

Low: Possibly spam or some other advertising or non-important message.

Medium: The default setting for a message.

High: Some sort of complaint or other flavour of message determined by Content

Analytics as requiring urgent attention.

Clicking on the name of the person who sent the message

displays their social media details. Notes can be added and

placed against social media users, by clicking the Plus sign

typing the note and saving it.



Conversation History provides an action audit of message categorisations, automatic and manual actions. When

the history icon is clicked from a conversation or post a dialog displays the full history of the conversation and

history of action activity. The history shows the date & time, user, action and details.

Conversation Actions enable you to specify a range of different actions that may be performed in response to

social media posts depending on the category of the post.

The Conversation Actions include:

Create Case Provides the ability to manually trigger the creation of a case in the case

management system. This option is only displayed if the case management

service has been enabled.

Close: Provides the ability to close a conversation and remove it from the Active,

Pending and Inbox menus.

Like: A message which can be liked through the users allocated Facebook

account.

Unlike: A message which can be un-liked through the users allocated Facebook

account.

Report Opens a window so that the user can provide feedback on the message

categorisation of the current post.

Hide: Removes the social media message from the social media page, but the

message remains in SMC4 for further actions.



Claim: A conversation which has been assigned to a particular SMC4 user, but it

has not yet been responded to.

Assign: Manually or automatically assigns social media messages to certain SMC4

users.

Reply: Send a manual or automatic response to an incoming message, from any

social media channel.

Delete: Removes the message from the Facebook wall.

Forward: A message can be forwarded on by email

Retweet: For a Twitter message you have the option to Retweet a post.

Block User: For Twitter, you may wish to block a user. If you select this option the user

will no longer be able to message you.

Priority: This will re-prioritise the post within SMC4

The reply screen displays any additional messages included in the conversation. If a reply is to be sent to Twitter

you are given 140 characters to tweet in, with a decreasing character count displayed below the tweet. Facebook

messages are limited to a character count of 35,000 and LinkedIn to 700.



When a reply is created it is sent to Content Analytics for content vetting against the prebuilt dictionaries within

SMC4. You can use the ‘Analyse’ button to check what words, if any, are recognised as a stop word. If the

message is flagged as requiring manual approval, so your message contains stop words, it is marked as ‘pending

approval’. Your company sets the policy on what requires approval and what can be automatically sent. If the

message is considered safe to be sent to a social network it is packaged into the appropriate format and sent. All

messages are archived to IBM P8 Content Manager with the entire message content and header information

should it be needed later for compliance purposes.

Messages marked as ‘Pending’ are sent to Supervisors to approve, deny or write a message of their own. If a

message is approved it is sent in the same manner as a pre-approved message. If a message is denied it is

marked as such and not sent to the social network. The denied message is then displayed as denied for the

author to see. Both approved and denied messages are archived.

If a conversation is closed you will be asked to give a reason why. The conversation is then moved to the closed

conversation category. Remember, even though a conversation has been closed, if a social networking user

decides to comment on that conversation thread (wall post, update, etc.) then the conversation will reappear in the

Active or Inbox conversation categories.



3.3.1 Pending Conversations

A conversation in the Pending category is one that contains one or more messages that have been flagged as

requiring manual approval before being sent to the social network. When a message has been flagged as requiring

approval the conversation it belongs to is categorised as Pending and sent to the Supervisor of the social media

account it belongs to.

Approval or denial of the message results in message handling as described above. At each stage the author of

the message can see the state it is in – either pending approval, posted, or denied.



3.3.2 Closed Conversations

Compliance and records keeping policies often require a closed date for a record in order to activate archive and

disposal actions. As previously mentioned, the conversation maybe continued by an external user of the social

network, in which case it will reappear in your Active or Inbox conversation categories. Closed conversations are

displayed in the same manner as Active and Inbox conversations except they do not have a Reply or Close option.

All conversations for a social media account are automatically closed if that social media account is deleted from

SMC4, as the application will no longer be able to send messages to it.



3.4 Conversation Actions

From the condensed conversation bar the following actions can be performed on any of the pages such as Active

and Inbox.

3.4.1 Close

Select close to end a social media conversation and select the reason for closing with any additional notes, this will

send the message into the closed page within SMC4.



3.4.2 Like and Unlike

The ‘Like’ button will ‘Like’ the Facebook post through SMC4, once liked you will then receive the option on the

Conversation bar to ‘Unlike’ the post

3.4.3 Hide

The Hide button enables social media conversations to be removed and hidden from being displayed on the

Facebook Page to other users. But the conversation will still remain in the same queue page within SMC4.

3.4.4 Claim

The Claim function is aimed towards agent users of SMC4 who can use this button to instantly assign a social

media conversation to themselves. The claim button encourages individual users to take responsibility for certain

social media communications so other users can view the Inbox page and see what conversations need to be

progressed. All claimed conversations will appear in the user’s Active queue.

3.4.5 Assign

The Assign button works similarly to the claim button, but enables the user to select who the social media

conversation is assigned to. After clicking 'Assign' a pop up box is displayed with a list of users available to assign

the social media conversation to. The user must be assigned to the selected social media account prior to this

assign option. To do this, navigate to the Administration page, select Manage Users, then select the user and click

Edit.



3.4.6 Delete

The delete function removes the conversation from the Facebook page / wall but the conversation still remains in

the same queue in SMC4 for further actions.

3.4.7 Reply

Reply can be used to manually send a response to the social media user as opposed to one being sent

automatically. The message will appear in SMC4 and as a comment or tweet on the user’s social media

communication.

3.4.8 Retweet

The Retweet option will enable you to retweet a post to your Twitter account; this conversation action only

applies to Twitter posts.

3.4.9 Block

The Block conversation option will manually block the twitter user. You may wish to use this action if you no

longer want to receive Tweets from the individual who originally posted the message. This conversation

action only applies to Twitter posts.

3.4.10 Prioritise

This conversation action enables you to re prioritise the chosen conversation to Low, Medium or High.

3.4.11 Forward

The forward option enables SMC4 users to forward a social media conversation and any responses in an email.

This enables other staff within the business to assist with issues that have come through social media.



3.4.12 Create Case

The Create Case option is available when the Case Management service is enabled. This option enables

SMC4 users to manually create a case in the case management system with the Post details. The user can

select the type of case that will be created. The case types are configured in the system in the administration

pages.

3.4.13 Report

The report option enables a user to provide feedback about the message categorization of a Post. The intent

is that the user can report incorrect categorization or a missing categorization. The information is delivered to

the dictionary / wiki team for review before inclusion in the SMC4 content analytics.



4 Publish

4.1 Publish Posts

The Publish capability enables a company to initiate a conversation on a social media account rather than respond

to a message created by a potential customer, and you can do this by creating a message on the Publish page.

Likewise, if you are assigned too many social media accounts you may want to publish a message to some or all of

them concurrently, without the hassle of sending each message individually. Each published message is

automatically included in the Pending queue for approval. If you have Supervisor or Administrator access then you

will be automatically taken to the approvals page after you have constructed your message. Once approval has

been given to the message, it will be sent to the social media accounts that had been selected.

Publishing also enables you to attach images to your messages by including the URL of the image in the

Attachments box and converting them into the appropriate social network format when the message is sent.

Once you have created a message for publishing you can view its progress by navigating through the publish

menu bar on the right hand side. An Agent will receive an email updating them on what stage the message is at,

whether it has been denied or sent to the selected social media accounts. Admin users will also receive a

notification as to when another user has created a message that needs to be authorised.



4.1.1 Character counting

The publishing composer counts the number of characters in the message. It will also display the maximum

number of characters allowed based on the minimum character count allowed by all the social media

channels selected. The composer will prevent a message being sent if the character count is greater than

the maximum.

For twitter attachments (URLs and images) are included in the character count using URL detection and

shortening algorithm.

4.1.2 Drafting a message

All users have the ability to draft a message that they wish to publish, if a user wishes to pick up their draft

message another time they can do so from in the menu on the right under draft messages.

4.1.3 Analysing a message

When posting a message onto a social media account use the Analyse icon to analyse the content of the message

you wish to post. This analyses the content of the message against IBM content analytics. It will then highlight the

words that it recognises to be a stop word.

4.1.4 Attaching Images

An image can be attached to Facebook and Twitter posts by clicking the Upload file action and selecting the

image file. The image is displayed and the message can be composed as normal.



4.1.5 Attaching a Web Link

The publishing composer provides the option to attach a URL to the post by clicking on the Attachment

(URL) action and entering the URL. If a Facebook social media account is selected the publishing composer

mimics the Facebook URL posting process by analysing the website at the URL for a title, description and

images so enrich the URL. These fields will be posted to Facebook only, for other social media channels the

URL will appear as a hyperlink only.

4.1.6 Attaching a Web Link with a Google Analytics campaign

The publishing composer provides the option to attach a preconfigured Google Analytics campaign to a URL

attached to the Post. The campaigns would be configured by the administrator in the Administration Campaigns

page.

4.1.7 Published Scheduled messages.

As part of the social media new post scheduling process, SMC4 controls the message creation and release

activities, ensuring the social media content is suitable for Facebook, Twitter, LinkedIn, and other public facing

sites. SMC4 checks and stops breaches to FINRA, FCA, SEC and NASD rules, to stop profanity, racist, sexist and

other inappropriate facing communications.

Scheduling the published message enables the date and time to be entered when the post will be published.



Optionally, the scheduling of messages can be configured by Supervisors and Administrators within the

Administration options. Select the social media account and then select schedule. Multiple time periods can be

created for each day. When selected, SMC4 will post the published messages in configured time periods. SMC4

can also handle the release of multiple Published messages, to distribute them evenly managing maximum

coverage within your community. The published functionality is also compliant to Facebook and Twitters

Maximum message length and will truncate the message on this has been reached.



4.1.8 Viewing Publishing messages

All published messages in the system can be viewed and are displayed in reverse chronological order,

newest first. The publish message view can be filtered using the following options:

All – shows all published messages

Pending – shows the publishing messages awaiting admin approval

Rejected – shows the publishing messages that were not approved

Scheduled - shows the publishing messages scheduled to be sent

Sent - shows the published messages successfully sent

Failed - shows the publishing messages that failed to be sent

Cancelled - shows the scheduled publishing messages that were cancelled (not sent)

Draft – shows the publishing messages saved as draft

4.1.9 Publish message details

Depending on the state of the publish message relevant details will be included in the display.

Below is an example of a successful published message.

1. The state of the publish message

2. The date when the message was created, scheduled or successfully sent

3. The user that created the message

4. The social media accounts selected for the publish

5. The result of the publish action



If an attachment (URL or image) is included in the publish message this is shown in the display. This is an

example of a message pending approval.

4.1.10 Cancel scheduled message

All scheduled messages can be viewed under the Schedule Tab within the publish menu. Select this tab to view all

the scheduled messages, you can edit and delete a scheduled message from within this tab. This can only be

done by an Admin or Supervisor.



4.1.11 Pending messages

When your message has gone into the pending queue ready for an Admin user to authorise, the admin user will be

given three options. Approve, Deny or Edit. Approve the message will submit the message to the chosen social

media account. Deny will reject the message, and Edit will return the Admin user to the screen publish screen

whereby they are able to edit the message or add/remove social media accounts.

SMC4 Screen 14 – View

pending published

message



5 Administration

5.1 User Administration

Administrator level users are able to add and edit users via the custom user Administration interface. Users are

assigned a role, and can be assigned to watch specific social media accounts. This enables administrators to limit

the access that each user has to the total pool of social media accounts in the company, or to assign users to a

single account, as may be the case if agents create commercial pages/identities under their own names.



Administrator and Supervisor accounts have extended functionality to perform the following account actions.

The resetting of account passwords

Updating of account email addresses

“Require Supervision” tick box, which forces all of specific user communication to be approved

before it's send out

Account locking

Assigning of social media accounts to the specific user

There are four levels of users:

Agent: An Agent is able to see all messages from other social networking users interacting

with company accounts/pages/feeds, reply to messages and close messages.

Supervisor: In addition to all the functionality available to an Agent, a Supervisor can see all

the messages flagged as Pending Approval by the Content Analytics system, and can mark

these messages as Approved or Denied. A supervisor can also view reports on total social

network interaction.

Auditor: Can see all messages, reports, accounts and users in the system but cannot

interact with them.

Administrator: Has all the functionality available to an Agent, Supervisor and Auditor. In

addition they can also administer Users and Social media accounts via the Administration

panel.

For full descriptions of user access rights please see section 10.

On the “User Edit” page social media accounts that have been added to SMC4 can be assigned to individual users

using the “Assign Account” button, then simply select the accounts you would like the assign to the account.



5.2 Managing User Accounts

From the Manage Users screen administrators can Edit, Lock and Assign Social accounts to users.

Users that are no longer with the company can have their accounts locked, all past communications with the

account will be stored within SMC4 for future reference. This functionality can only be performed by an

Administrator under the Administration page.

All current Active conversations can also be reassigned to any other existing account, by simply selecting the new

user and confirming by clicking Un-assign.

5.3 Account Administration

Administrator level users are able to add or delete social media accounts from the SMC4 application through the

administration interface. Access credentials for each of the social media accounts are awarded using the OAuth

authentication protocol. You must be logged in to the social media account in order to add it, and then it is a simple

matter of granting access by SMC4 to the account. The account is then added to SMC4 and will be crawled for

messages immediately. Some social networks return messages sent to the account before it was added to SMC4,

others only return recent messages, so messages sent before the social media account was added to SMC4 may

not necessarily appear in the system, or be archived.



5.4 Adding a Social Media Account

Social media network accounts and pages can be added by Supervisors and Administrators under the

Administration page, by selecting 'Add Account'.

Under Account Details select the social network and then the type of Account to be added, from the following

possible selections:

Company Affiliate Competitor Industry

Facebook Yes Yes Yes Yes

Twitter Yes Yes Yes Yes

LinkedIn Yes No No No

Google Plus Yes Yes Yes Yes

Email Yes No No No

IBM Connections Yes Yes Yes Yes

Instagram Yes No No No

SMS Yes No No No



In this example a Facebook page will be added from selecting, Facebook and type Company.

Once logged into the Facebook account via the SMC4 interface the accounts and pages that are available will be

displayed, simply select and confirm by clicking 'Add’.

Email, Connections and SMS accounts require the account user name, password and server location to be

configured.



5.5 Adding Affiliate & Competitor Accounts

Affiliate and Competitor accounts can be added to SMC4 but only read actions can be applied. Once Affiliate or

Competitor has been selected in the drop down you can then begin to search for the desired Account, then simply

select the desired Account and click Create Account.



5.6 Configuring Account Action Rules

Supervisors and Administrators can configure Action Rules to any account which will be automatically applied to

incoming social media communications. The following Categories are setup as default with defined key words and

phrases stored in the associated SMC4 dictionaries.

Complaint

Profanity

VIP

Spam

Negative

Positive

Default Categories can be reprioritised under the Message Categories section, by selecting the Category and

selecting the Priority Up & Down button.

Further categories can also be implemented if requested.



The below Actions can be applied to default categories and can be added by selecting the Category with the Action

plus any further details, such as a message for 'Auto reply'.

SMC4 enables multiple Actions to be configured for each category. The actions available are dependent on the

account type and include:

Assign (All)

Auto reply (All)

Close (All)

Create case (All)

Delete (Facebook only)

Hide (Facebook only)

Like (Facebook only)

Notify (All)

Priority (All)

Block User (Twitter only)

Re-tweet (Twitter only)



5.7 Connections

SMC4 offers administrators the ability to manage the Analytics and Archive connection parameters. This

should only be changed if the SMC4 system is to use different Analytics and Archive systems from the

standard configuration.

5.8 Standard Phrases

Supervisors and Administrators can configure standard phrases for SMC4 so users can use messages approved

by the business, to respond to client communications. These phrases are managed in 'Standard Phrases' under

the Administration page, simply write in the phase and select Add Phrase or Delete a preselected Phrase.

5.9 Campaigns

Existing Google Analytic accounts can be configured to work with SMC4 campaigns, campaigns can be created

within SMC4 under the Administration page.

Simply enter a name for your Campaign, along with the corresponding mandatory Google analytics values;

Campaign Source: Use utm_source to identify search engine, newsletter name or other

source: Example: utm_souce=google

Campaign Medium: Use utm_medium to identify a medium such as email or cost - per -

click. Example: utm_medium=cpu

Campaign Name: Used for keyword analysis. Use utm_campaign to identify a specific

product promotion or strategic campaign.



Once configured, messages that contain a link / URL can be associated with a particular campaign. Simply select

the Attachment (URL) in blue text to select your campaign from the drop down list and enter your associated URL,

with your published message.



5.10 Message Categories

This page enables administrators to select which message categories will be used in the system and

prioritise the selected categories for automated actions.

5.11 Case Types

This page is only available if the SMC4 system has Case Management enabled and allows administrators to

define new case types for use in the ‘Create Case’ action.



5.12 Bulk Closing

The Bulk Close function can be used to close all conversations before the specified date entered by the user.



5.13 Keyword Suggestions

Suggestions of keywords can be submitted using the Add keyword button on the top of the SMC4 banner.

The Keyword Suggestion screen enables the categorisation and details of keywords to be submitted.

Select from the drop down menu the Industry you would like the Keyword to include in, e.g. Finance, Insurance,

Retail, Utilities, Public Sector, Media, Telco, IT.

Then select the Dictionary Category, from “Complaint”, “Profanity”, “Negative”, “Positive”, “Spam”, “VIP”, “Terrorist”

and “Other”. Type Keyword suggestion in the Keyword text box. Add a justification for why this word should be

included in the Notes text box and click on Suggest Keyword.

Suggestions are sent for consideration on adding into the SMC4 dictionaries.



5.14 Message Store

The message store link within the Administration page directs the user to login into KC Online, which is the

front end client to retrieve messages stored within IBM P8 FileNet.



6 Reports

6.1 Report setting

With each edition of SMC4 there is a collection of reports available. Reports range from daily usage trackers to

Key word suggestions by user. To set a specific range for the report, select the Parameters.

Within this you are able to set the Date Range, choose a particular social network channel, along with the status

and priority of conversations. The parameters that are set are applied to all the reports that are available.

6.2 Report Availability.

There are a variety of reports available for SMC4, the settings that are applied within the parameters are set

throughout the reports. Once the parameters have been set, move between each report using the tabs at the top of

the screen. Throughout each report a different view is obtainable, you are able to view in graph form, table from or

download into an Excel spreadsheet.



6.2.1 Message report

The message report shows a breakdown of data reporting messages broken down into, month, day and hour.

6.2.2 Status Report

This report shows a breakdown of conversations by status and also conversations by social media category.

The conversation status by date graph shows the number of conversations by their status over a period of

time.

6.2.3 Categories Report

This report shows a breakdown of all post from social media and your social media accounts broken down

by day, this can have a further breakdown from the drop down list whereby you can select a category to

display. Therefore you may want to see which post contains a profanity to help identify any pattern within

your social media account.


pending published

message


pending published

message



6.2.4 User Reports

This report shows a breakdown of messaging activity per user and also Key word suggestion by user.

6.2.5 Date Reports

This shows the average number of messages per conversation broken down into date. This report would also be

helpful when establishing trends and patterns within social media.

6.2.6 Response Time Report

This shows the average response time by date along with the average response time by user.

6.2.7 Words Map Report

The word map report shows the most commonly used words throughout SMC4. The larger the words the more

commonly used. The map can be edited using the tool bar at the top of the page, also using the parameter settings

will set a specific set of data within the map.



6.2.8 Map Report

The map report shows where in the world the messages are coming in from. It will only pull in the data if the

location setting has been applied within the social media accounts.

6.2.9 Data Report

Data reporting will extract the raw data and show it in list format, this can be downloaded into an Excel

spreadsheet. If the parameters are set, you can choose a specific range of data, therefore you may want to list all

open calls for a certain social media network. Data shown is the date, site, sender, status and the content of the

message. The content of the message is shown in full, therefore giving the user a much more in detailed report.



7 Feedback

We welcome ideas for ways of making SMC4 an even better product. If you do wish to provide us with some

feedback, select the Feedback page, you will then be asked to enter you idea, this will automatically be sent to the

SMC4 team for review.



8 Glossary

The glossary lists the concepts, features and behaviour of SMC4 alphabetically.

Active

"Active" is a possible state of any Conversation within SMC4. Conversations are active when you have been

assigned to that social media account or you have participated in that conversation. An active conversation can

contain many messages between the customer and many different agents within your company.

Administrator

"Administrator" is one of the roles a user can have within SMC4. An Administrator of SMC4 assigns social media

accounts to agents and manages the access that Agents have to messages. An Administrator is the highest

security level possible within SMC4 and has access to all user and administrative functions.

Agent

"Agent" is one of the roles a user can have within SMC4. An agent receives and replies to messages within

SMC4. An agent can see active, inbox and closed conversations and can reply to or close a conversation.

Alerts

An "Alert" can appear in the user interface of SMC4 to provide an important update or message that should be

seen by any user of SMC4.

Auditor

"Auditor" is one of the roles a user can have within SMC4. An Auditor can review the messages that have been

received and replied to within SMC4. An Auditor cannot reply to a message or approve a pending message.

Closed

"Closed" is one possible state of a Conversation. A conversation is closed by an Agent when no further dialogue is

required, or when a message or conversation is identified as junk. A conversation cannot be re-opened once

closed from within SMC4, but any further messages from the customer using the same social media account will

re-open the conversation.

Company

A "Company" provides a means to associate users, social media accounts and conversations. SMC4 supports

multiple companies within the same SMC4 implementation. Users and social media accounts are created for an

individual company, and all conversations created through the associated social media accounts by the associated

Agents are automatically associated with the company. A user can only belong to a single Company. A social

media account can only belong to a single Company.



Content Analytics

Content Analytics is a component of SMC4 that analyses incoming and outgoing messages. Words and phrases

within the message are analysed to determine the appropriate actions to deal with the message. Incoming

messages are prioritised based on the result of the analytics. Outgoing messages can require approval if they

contain a context that is outside of the normal business rules.

Content Management or Records Management

Content Management is a component of SMC4 that stores and indexes the messages that have been sent. The

content management system enables the messages to be reviewed in the future and provides an audit trail of all

the actions that have been taken in providing replies to conversations. Conversations are indexed with appropriate

data to enable them to be found and collated to provide insight into and audipageility of the operations of SMC4.

Conversation

A conversation is one or more messages that are exchanged between agents and a single customer. Multiple

agents can participate in any conversation by replying to a message within the conversation. A conversation can

span any time period and remains active until an agent explicitly closes it. Conversations are prioritised based on

their content, and replies to conversations may require approval prior to being posted based on their content.

Conversation States

Conversations have four states:

Inbox - Any conversation from a social media account that is NOT specifically assigned to any user, that

has not had any messages posted from any user.

Active - Any conversation from a social media account that HAS been specifically assigned to users, or

any conversation where a user is participating in a dialogue with a customer, and the conversation has not

been closed.

Pending - A conversation that has been identified as containing specific or suspicious information that is

awaiting manual approval before it is posted to a social media account.

Closed - A conversation that has been explicitly closed by an agent. The conversation can be flagged as

"Junk" or as "External" indicating it is being handled outside of SMC4 (for example, by email or telephone).

Customer

A customer is the source of any conversation and will be the receiver of any replies to messages posted to their

conversations. A new customer is automatically created when a message is received to a social media account

and the customer cannot be identified from any prior conversations. The customer’s identity is based on their user

id from the social media account, and where possible, any available personal data will be extracted and stored

within SMC4 (for example, their Facebook avatar).



Filter

A filter enables an agent to control the amount of detail shown in SMC4. Filters can be joined together to further

reduce the number of conversations displayed and the result will be the accumulation of all of the selected filters.

Individual filters can be removed. All filters can be cleared. Filters are automatically cleared when you change

pages within SMC4. Agents can filter the list of conversations by:

Conversation State - Conversations can be filtered so that only active, closed or inbox items are

shown. This filter is applied by selecting the appropriate page to display.

Social Network - Conversations can be filtered based on the social network that hosts them, by

Facebook, Twitter or LinkedIn.

Last post from user - Any conversation where a SMC4 user sent the last post.

Last post from customer - Any conversation where a customer sent the last post from a social

networking site.

Priority - You can filter so that only messages of the selected priority are visible (High, Medium,

Low).

Date - You can filter by date range so that only messages that occur after the 'from' date and/or

before the 'to' date are shown.

Home

Your home screen displays two columns of conversations, the content of which depends on your level of

authorization:

Agent: Display Active and Inbox Conversations.

Supervisor: Display Active and Pending Conversations.

Auditor, Administrator: Display Pending and Inbox Conversations.

Login

To access SMC4 you must login using your registered email address and password.

Message

A message is a single post to or from a social media account. A message will either initiate a new conversation, or

it will be part of an existing conversation.

Each message has data that describes the originator, the date and time it was created, the content of the message

and its priority.



Post

A post is an alternative term for a message. Each message is posted to a social network either by a customer or a

user of SMC4.

Pending

A conversation that has been identified as containing specific or suspicious information that is awaiting approval

before it is posted to a social media account. Outbound messages that contain words and phrases that are

disallowed by the Content Analytics within SMC4 are flagged as pending and must be amended before they can

be sent to the customer.

Priority

Priority is a value applicable to a message that indicates its relative priority to other messages. Priority can be one

of three possible values:

High - A high priority message is one that contains content that has been identified as critical to

the business, such as a complaint.

Medium - A medium priority messages are the default and have not been marked for special

attention.

Low - A low priority message contains spam-like content and can likely be ignored or closed.

Received

Received is a relative time at the top of each message that shows how long it has been since SMC4 received the

message.

Role

A Role is a security/access feature available within SMC4. Users within SMC4 are given access to features based

on their Role.

Auditor - An auditor can review all messages that have been received and replied to within their

company within SMC4. An auditor cannot reply to any message. An auditor cannot approve a

pending message.

Agent - An agent can read all messages and conversations within their company. An agent

receives and replies to messages within their company within SMC4. An agent cannot

approve or reply to a pending message.

Supervisor - A supervisor has all of the capabilities of an agent, and can read, receive and reply

to messages. A supervisor can approve and reply to a pending message.



Administrator - An administrator has all of the capabilities of a Supervisor. An administrator can

add, edit, disable, assign and remove users. An administrator can add, edit and assign social

media accounts.

Social media account

A social media account is a Facebook wall or page, a Twitter account or a LinkedIn profile. Social media accounts

represent a point of interaction with a social network. Each social media account references a single wall, page or

account such that a single Facebook page must have a single social media account. Multiple social media

accounts are supported and users are assigned to work with individual social media accounts.

Social Network

Four social networks are currently supported by SMC4; Facebook, Twitter, LinkedIn and Instagram.

SMC4

Please refer to SMC4 Overview for further details.

Supervisor

A Supervisor is one of the roles a user can have within SMC4. A supervisor can read, receive and reply to all

messages within the assigned company. A supervisor may also approve and reply to pending messages.

Inbox

Inbox is one of the states of a message. As messages arrive in SMC4 they either become active messages or

inbox messages. Messages that cannot be automatically sent to active status arrive as an inbox message.



9 SMC4 User Role Matrix

SMC4 roles / actions matrix

Action Admin Supervisor Agent

Pages Active yes yes yes

Pending yes yes no

Inbox yes yes yes

Closed yes yes yes

Administrator yes yes no

Reports yes yes no

Publish yes yes yes

Feedback yes yes yes

Post Actions Close yes yes yes

Retweet yes yes yes

Claim yes yes Yes

Assign yes yes No

Re-assign no no Yes

Reply yes yes Yes

Delete yes yes yes

Hide yes yes yes

Forward yes yes yes

Like yes yes yes

Unlike yes yes yes

Administration Lock Users yes no no

Add User yes no no

Manage Social Media Accounts

yes Yes no

Add Social Media

Account yes yes no



Standard Phrases

yes yes no

Campaigns yes yes no

Message

Categories yes yes no

Bulk Close yes yes no

Message Store yes yes no

Edit user Change Role yes no no

Change Name yes no no

Change Email yes no no

Change

Password yes no no

Change

Supervision yes yes no

Change

Signature yes yes no

Assign Account yes yes no

My profile - edit Role yes no no

Name yes no no

Email yes no no

Password yes yes yes

Supervision yes yes no

Signature yes yes yes

Assign Account yes yes no

Download - Social Media C4 Capture, Control, Communication, and ... · A conversation is an aggregated interaction between a SMC4 social media account and a user of the social network. This

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