DISPLAYING ANALYTIC MEASUREMENT OF ONLINE SOCIAL MEDIA CONTENT IN A GRAPHICAL USER INTERFACE

• US 20100121707A1
• Filed: 01/13/2009
• Published: 05/13/2010
• Est. Priority Date: 11/13/2008
• Status: Abandoned Application

• Current Assignee: Buzzient, Inc.
• Original Assignee: Buzzient, Inc.
• Inventors: Goeldi, Andreas
• Application Number:
  US12/353,096
• Publication Number:
  US 20100121707A1
• Time in Patent Office: Days
• US Class Current: 705/14.490
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: G06Q 30/0263 based upon Internet or website rating
• CPC Class Codes: G06Q 30/0277 Online advertisement
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

Methods, apparatuses, and computer-readable media for displaying one or more visualizations of quantitative measurements of the sentiment expressed among online social media participants concerning subject matter of interest in a category. Embodiments are configured for displaying how the sentiment among the online social media participants trends over time and how the sentiment trends with respect to social media source or groups of sources. Embodiments display the actionable information in a graphical interface in an intuitive and user-friendly manner at different levels of granularity that enables the quantified online social media content to be grouped and filtered in a variety of default and/or customizable ways.

Claims

1. A method comprising:

displaying in a graphical user interface one or more visualizations of analytic structured measurements of online social media conversations relevant to subject matter of interest in a category including displaying analytic measurements of sentiment expressed among online social media participants concerning the subject matter of interest, wherein the analytic measurements of online social media conversations are generated by;

harvesting and aggregating unstructured qualitative online social media conversations relevant to the subject matter of interest from one or more online social media sources; and

quantifying the aggregated online social media conversations to obtain the analytical measurements of the online social media conversations.

2. The method of claim 1, further comprising displaying one or more of:

how the sentiment expressed among online social media participants concerning the subject matter of interest trends over time;

how the sentiment varies by online social media source or group of sources; and

how the sentiment concurrently trends over time and varies by online social media source or group of sources.

3. The method of claim 1, further comprising displaying one or more of:

the sentiment among online social media participants concerning the subject matter of interest in comparison with sentiment concerning subject matter associated with competitors in the category; and

how the sentiment concerning the subject matter of interest and the subject matter associated with the competitors in the category each trend over time.

4. The method of claim 1, further comprising displaying how sentiment concerning any user-configurable subject matter trends over a user-configurable time period.

5. The method of claim 1, further comprising displaying an overall volume of the online social media conversations referring to the subject matter of interest in the category per unit of time.

6. The method of claim 5, further comprising displaying one or more of:

a distribution of volume of online social media conversations expressing positive, negative and neutral sentiment about to the subject matter of interest; and

how the distribution of volume of online social media conversations expressing positive, negative and neutral sentiment about the subject matter of interest each trend over time.

7. The method of claim 1, further comprising displaying a share of online voice acquired by the subject matter of interest with respect to subject matter associated with competitors in the category.

8. The method of claim 7, further comprising displaying one or more of:

how the share of online voice acquired by the subject matter of interest trends over time; and

how the share of online voice acquired by the subject matter of interest trends over time with respect to the subject matter of the competitors in the category.

9. The method of claim 1, further comprising displaying frequency of occurrence of one or more topics in conjunction with the subject matter of interest and relatedness of the one or more topics to the subject matter of interest.

10. The method of claim 9, further comprising displaying frequency of occurrence of any topic in conjunction with any other topic over time.

11. The method of claim 1, further comprising displaying a list of most influential online social media authors for the category sorted by importance.

12. The method of claim 1, further comprising displaying a list of most relevant websites for the category sorted by importance, wherein the most relevant websites include websites most likely to be reached in online searches for information relating to the subject matter of interest.

13. The method of claim 12, further comprising displaying real-time alerts based on user-configurable events including one or more of:

abnormally positive online social media posts about the subject matter of interest;

abnormally negative online social media posts about the subject matter of interest;

changes in sentiment expressed among online social media participants concerning the subject matter of interest above or below a user-selected threshold;

abnormally high volume of online social media posts concerning the subject matter of interest;

abnormally low volume of online social media posts concerning the subject matter of interest;

posts by certain online social media authors;

posts from certain online social media websites; and

posts containing certain keywords.

14. The method of claim 1, further comprising displaying the online social media conversations for the category as they appear on an originating source of the one or more online social media sources.

15. A method for enhancing customer service at a call center comprising:

receiving a customer service call at a call center from a customer concerning a product or service;

retrieving actionable information stored in a database relating to the customer service call, the actionable information including structured quantitative measurements of sentiment expressed among online social media participants in posted online social media conversations concerning the product or service;

displaying in a graphical user interface one or more visualizations of the actionable information; and

providing enhanced customer service at the call center based on the one or more visualizations of the actionable information.

16. The method of claim 15, further comprising taking action based on the actionable information including one or more:

recommending or performing an action based on the actionable information relevant to the customer service call; and

providing guidance to a call-center operator on how to respond to the customer service call based on the actionable information.

17. The method of claim 16, wherein the guidance to the call-center operator includes how to deal with ongoing issues concerning the product or service and how to identify new issues concerning the product or service.

18. The method of claim 17, further comprising identifying influential authors of online social media based on the actionable information so that the call-center operator can actively engage influential authors.

19. The method of claim 17, further comprising identifying and engage representatives of influential online social media websites.

20. The method of claim 15, wherein the actionable information includes real-time alerts providing early warnings about customer service or quality issues.

21. A method for enhancing targeted advertising campaigns comprising:

retrieving actionable information stored in a database relating to a product or service to be advertised, the actionable information including structured quantitative measurements of sentiment expressed among online social media participants in posted online social media conversations concerning the product or service;

displaying in a graphical user interface one or more visualizations of the actionable information; and

targeting advertising campaigns based on the one or more visualizations of the actionable information.

22. The method of claim 21, wherein the actionable information provides one or more of:

perception of the product or service among the online social media participants to be advertised;

trend recognition of sentiment expressed by the online social media participants concerning the product or service;

opportunity identification; and

competitor or monitoring.

23. The method of claim 21, further comprising observing results in the marketplace for the product or service based on the targeted advertising campaign.

24. A method for providing enhanced national defense intelligence comprising:

retrieving actionable information stored in a database relating to potential violent terrorist activity, the actionable information including structured quantitative measurements of sentiment expressed among online social media participants in posted online social media conversations;

displaying in a graphical user interface one or more visualizations of the actionable information; and

identifying the potential violent terrorist activity in the online social media conversations based on the actionable information

25. The method of claim 24, further comprising displaying frequency of occurrence of one or more topics in conjunction with topics identified as potentially relating to violent terrorist activity.

26. The method of claim 25, further comprising:

monitoring keywords associated with violent terrorist activity in the online social media conversations; and

identifying previously unknown keywords as associated with violent terrorist activity based on their frequency of occurrence in conjunction with the keywords associated with violent terrorist activity.

27. The method of claim 26, further comprising identifying keywords that appear with greatest frequency in conjunction with keywords and phrases in the online social media conversations identified as associated with violent terrorist activity.

28. An article of manufacture comprising:

a computer-readable storage medium providing instructions which, when executed by a computer, cause the computer to perform a method, the instructions comprising;

instructions to display in a graphical user interface one or more visualizations of analytic structured measurements of online social media conversations relevant to subject matter of interest in a category including instructions to display analytic measurements of sentiment expressed among online social media participants concerning the subject matter of interest, wherein generating the analytic measurements of online social media conversations includes;

instructions to harvest and aggregate unstructured qualitative online social media conversations relevant to the subject matter of interest from one or more online social media sources; and

instructions to quantify the aggregated online social media conversations to obtain the analytical measurements of the online social media conversations.

29. The article of manufacture of claim 28, further comprising instructions to display one or more of:

how the sentiment expressed among online social media participants about the subject matter of interest trends over time; and

how the sentiment expressed varies by online social media source or group of sources.

30. The article of manufacture of claim 28, further comprising instructions to display one or more of:

the sentiment expressed about the subject matter of interest in comparison with sentiment about subject matter associated with competitors in the category; and

how the sentiment about the subject matter of interest and the subject matter associated with the competitors each trend over time.

31. The article of manufacture of claim 28, further comprising instructions to display instructions to display one or more of:

an overall volume of the online social media conversations referring to the subject matter of interest; and

how the overall volume of the online social media conversations trends over time.

32. The article of manufacture of claim 28, further comprising instructions to display a share of online voice acquired by the subject matter of interest with respect to subject matter associated with competitors in the category.

33. The article of manufacture of claim 32, further comprising instructions to display one or more of:

how the share of online voice acquired by the subject matter of interest trends over time; and

how the share of online voice acquired by the subject matter of interest trends over time with respect to the subject matter of the competitors in the category.

34. The article of manufacture of claim 28, further comprising instructions to display one or more of:

frequency of occurrence of one or more topics in conjunction with subject matter of interest; and

frequency of occurrence of any topic in conjunction with any other topic over time.

35. The article of manufacture of claim 28, further comprising instructions to display a list of most influential online social media authors for the category sorted by importance.

36. The article of manufacture of claim 28, further comprising instructions to display a list of most relevant websites for the category sorted by importance, wherein the most relevant websites include websites most likely to be reached in online searches for information relating to the subject matter of interest.

37. The article of manufacture of claim 28, further comprising instructions to display real-time alerts based on user-configurable events.

38. The article of manufacture of claim 28, further comprising instructions to display the online social media conversations for the category as they appear on an originating source of the one or more online social media sources.

39. A article of manufacture comprising:

a computer-readable storage medium providing executable instructions which, when executed by a computer, causes the computer to perform a method for enhancing customer service at a call center, the instructions comprising;

instructions to receive a customer service call at a call center from a customer concerning a product or service;

instructions to retrieve actionable information stored in a database relating to the customer service call, the actionable information including structured quantitative measurements of sentiment expressed among online social media participants in posted online social media conversations concerning the product or service; and

instructions to display in a graphical user interface one or more visualizations of the actionable information.

40. The article of manufacture of claim 39, further comprising instructions to take action based on the actionable information including one or more:

instructions to recommend or perform an action based on the actionable information relevant to the customer service call; and

instructions to provide guidance to a call-center operator on how to respond to the customer service call based on the actionable information.

41. The article of manufacture of claim 40, wherein the guidance to the call-center operator includes how to deal with ongoing issues concerning the product or service and how to identify new issues concerning the product or service.

42. The article of manufacture of claim 41, further comprising instructions to identify influential authors of online social media based on the actionable information so that the call-center operator can actively engage influential authors.

43. The article of manufacture of claim 41, further comprising instructions to identify and engage representatives of influential online social media websites.

44. The article of manufacture of claim 39, wherein the actionable information includes real-time alerts providing early warnings about customer service or quality issues.

45. A article of manufacture comprising:

a computer-readable storage medium providing executable instructions which, when executed by a computer, causes the computer to perform a method for enhancing targeted advertising campaigns, the instructions comprising;

instructions to retrieve actionable information stored in a database relating to a product or service to be advertised, the actionable information including structured quantitative measurements of sentiment expressed among online social media participants in posted online social media conversations concerning the product or service;

instructions to display in a graphical user interface one or more visualizations of the actionable information; and

instructions to target advertising campaigns based on the one or more visualizations of the actionable information.

46. The article of manufacture of claim 45, wherein the actionable information provides one or more of:

perception of the product or service among the online social media participants to be advertised;

trend recognition of sentiment expressed by the online social media participants concerning the product or service;

opportunity identification; and

competitor or monitoring.

47. The article of manufacture of claim 45, further comprising instructions to observe results in the marketplace for the product or service based on the targeted advertising campaign.

48. A article of manufacture comprising:

a computer-readable storage medium providing executable instructions which, when executed by a computer, causes the computer to perform a method for providing enhanced national defense intelligence, the instructions comprising;

instructions to retrieve actionable information stored in a database relating to potential violent terrorist activity, the actionable information including structured quantitative measurements of sentiment expressed among online social media participants in posted online social media conversations;

instructions to display in a graphical user interface one or more visualizations of the actionable information; and

instructions to identify the potential violent terrorist activity in the online social media conversations based on the actionable information.

49. The article of manufacture of claim 48, further comprising instructions to display frequency of occurrence of one or more topics in conjunction with topics identified as potentially relating to violent terrorist activity.

50. The article of manufacture of claim 49, further comprising:

instructions to monitor keywords associated with violent terrorist activity in the online social media conversations; and

instructions to identify previously unknown keywords as associated with violent terrorist activity based on their frequency of occurrence in conjunction with the keywords associated with violent terrorist activity.

51. The article of manufacture of claim 50, further comprising instructions to identify keywords that appear with greatest frequency in conjunction with keywords and phrases in the online social media conversations identified as associated with violent terrorist activity.

52. An apparatus comprising:

a graphical user interface to display one or more visualizations of analytic structured measurements of online social media conversations relevant to subject matter of interest in a category, the display including analytic measurements of sentiment expressed among online social media participants concerning the subject matter of interest.

53. The graphical user interface of claim 52, wherein the analytic measurements of online social media conversations are generated by harvesting and aggregating unstructured qualitative online social media conversations relevant to the subject matter of interest from one or more online social media sources and quantifying the aggregated online social media conversations to obtain the analytical measurements of the online social media conversations.

54. The apparatus of claim 52, wherein the graphical user interface is to further display an overall volume of the online social media conversations referring to the subject matter of interest in the category per unit of time.

55. The apparatus of claim 52, wherein the graphical user interface is to further display a share of online voice acquired by the subject matter of interest with respect to subject matter associated with competitors in the category.

56. The apparatus of claim 52, wherein the graphical user interface is to further display frequency of occurrence of one or more topics in conjunction with the subject matter of interest.

57. The apparatus of claim 52, wherein the graphical user interface is to further display a list of most influential online social media authors for the category sorted by importance.

58. The apparatus of claim 52, wherein the graphical user interface is to further display a list of most relevant websites for the category, wherein the most relevant websites include websites most likely to be reached in online searches for information about the subject matter of interest.