PRIORITIZING SOCIAL ACTIVITY POSTINGS

• US 20130173333A1
• Filed: 12/28/2011
• Published: 07/04/2013
• Est. Priority Date: 12/28/2011
• Status: Active Grant

• Current Assignee: SAP SE
• Original Assignee: SAP AG (SAP SE)
• Inventors: Zhang, Lihui, Manohar, Krithika
• Granted Patent: US 8,719,178 B2
• Time in Patent Office: Days
• US Class Current: 705/7.29
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for prioritizing social activity postings. In one aspect, a method includes receiving a request for prioritized social activity postings, the request being associated with a company identifier. Social activity postings are identified. The social activity postings are available to users on a social activity system of one or more computers, and each social activity posting is associated with a user identifier. For each social activity posting, the user identifier associated with the social activity posting is matched with a customer identifier associated with the company identifier. A respective priority rating is determined for the social activity posting using configuration information associated with the customer identifier.

Claims

1. A computer-implemented method performed by a system of one or more computers, the method comprising:

receiving a request for prioritized social activity postings, the request being associated with a company identifier;

identifying a plurality of social activity postings available to a plurality of users on a social activity system of one or more computers, each social activity posting associated with a user identifier;

for each social activity posting, matching the user identifier associated with the social activity posting with a customer identifier associated with the company identifier and determining a respective priority rating for the social activity posting using configuration information associated with the customer identifier;

ranking the social activity postings in order of the respective priority ratings; and

providing the social activity postings in the ranked order of the respective priority ratings.

2. The method of claim 1, wherein determining the respective priority rating for a social activity posting comprises receiving a social influence score for the user identifier associated with the social activity posting.

3. The method of claim 2, wherein the social influence score for the user identifier is determined based at least in part on one or more of:

a plurality of other social activity postings associated with the user identifier;

a plurality of follower user identifiers associated with the user identifier; and

a count of responsive social activity postings made in response to social activity postings associated with the user identifier.

4. The method of claim 2, wherein determining the respective priority rating for a social activity posting comprises:

determining an internal customer importance score using the configuration information associated with the customer identifier;

determining a weighted internal customer importance score using the internal customer importance score and a first weighting factor specified by the configuration information;

determining a weighted social influence score using the social influence score and a second weighting factor specified by the configuration information; and

combining the weighted social influence score with the weighted customer importance score.

5. The method of claim 1, wherein determining the respective priority rating for a social activity posting comprises receiving a message sentiment score based at least in part on text contained in the particular social activity posting, the message sentiment score being in a range between a positive sentiment score and a negative sentiment score, the message sentiment score being based on the presence or absence of positive or negative words in the text.

6. The method of claim 1, wherein determining the respective priority rating for a social activity posting comprises receiving a problem severity score based on text contained in the particular social activity posting, the problem severity score being in a range between a major problem score and a minor problem score, the problem severity score being based on the presence or absence of severe problem words in the text.

7. The method of claim 1, wherein determining the respective priority rating for a social activity posting comprises:

identifying one or more child social activity postings of the social activity posting, each child social activity posting being made in response to the social activity posting, each child social activity posting being associated with a user identifier;

determining a respective child priority score for each of the one or more child social activity postings; and

determining the respective priority rating for the social activity posting using the child priority scores for the child social activity postings.

8. The method of claim 7, wherein determining the child priority score for a particular child social activity posting comprises:

determining that the particular child social activity posting indicates approval of the social activity posting; and

determining the child priority score using a score of the social activity posting based on text contained in the social activity posting.

9. The method of claim 7, wherein determining the respective priority rating for a particular social activity posting comprises:

receiving a problem severity score based on text contained in the social activity posting, the problem severity score being in a range between a major problem score and a minor problem score, the problem severity score being based on the presence or absence of severe problem words in the text;

determining an internal customer importance score using the configuration information associated with the customer identifier; and

multiplying the problem severity score by a combination of the internal customer importance score and a sum of the child priority scores for the child social activity postings.

10. The method of claim 9, wherein determining the respective priority rating for a social activity posting comprises determining the priority rating is proportional to:

11. An apparatus comprising instructions embodied on a tangible, non-transitory computer-readable media, the instructions operable when executed to cause a computing system to perform operations comprising:

receiving a request for prioritized social activity postings, the request being associated with a company identifier;

identifying a plurality of social activity postings available to a plurality of users on a social activity system of one or more computers, each social activity posting associated with a user identifier; and

for each social activity posting, matching the user identifier associated with the social activity posting with a customer identifier associated with the company identifier and determining a respective priority rating for the social activity posting using configuration information associated with the customer identifier.

12. The apparatus of claim 11, wherein determining the respective priority rating for a social activity posting comprises receiving a social influence score for the user identifier associated with the social activity posting.

13. The apparatus of claim 12, wherein the social influence score for the user identifier is determined based at least in part on one or more of:

a plurality of other social activity postings associated with the user identifier;

a plurality of follower user identifiers associated with the user identifier; and

a count of responsive social activity postings made in response to social activity postings associated with the user identifier.

14. The apparatus of claim 12, wherein determining the respective priority rating for a social activity posting comprises:

determining an internal customer importance score using the configuration information associated with the customer identifier;

determining a weighted internal customer importance score using the internal customer importance score and a first weighting factor specified by the configuration information;

determining a weighted social influence score using the social influence score and a second weighting factor specified by the configuration information; and

combining the weighted social influence score with the weighted customer importance score.

15. The apparatus of claim 11, wherein determining the respective priority rating for a social activity posting comprises receiving a message sentiment score based at least in part on text contained in the particular social activity posting, the message sentiment score being in a range between a positive sentiment score and a negative sentiment score, the message sentiment score being based on the presence or absence of positive or negative words in the text.

16. The apparatus of claim 11, wherein determining the respective priority rating for a social activity posting comprises receiving a problem severity score based on text contained in the particular social activity posting, the problem severity score being in a range between a major problem score and a minor problem score, the problem severity score being based on the presence or absence of severe problem words in the text.

17. The apparatus of claim 11, wherein determining the respective priority rating for a social activity posting comprises:

identifying one or more child social activity postings of the social activity posting, each child social activity posting being made in response to the social activity posting, each child social activity posting being associated with a user identifier;

determining a respective child priority score for each of the one or more child social activity postings; and

determining the respective priority rating for the social activity posting using the child priority scores for the child social activity postings.

18. The apparatus of claim 17, wherein determining the child priority score for a particular child social activity posting comprises:

determining that the particular child social activity posting indicates approval of the social activity posting; and

determining the child priority score using a score of the social activity posting based on text contained in the social activity posting.

19. The apparatus of claim 17, wherein determining the respective priority rating for a particular social activity posting comprises:

receiving a problem severity score based on text contained in the social activity posting, the problem severity score being in a range between a major problem score and a minor problem score, the problem severity score being based on the presence or absence of severe problem words in the text;

determining an internal customer importance score using the configuration information associated with the customer identifier; and

multiplying the problem severity score by a combination of the internal customer importance score and a sum of the child priority scores for the child social activity postings.

20. The apparatus of claim 19, wherein determining the respective priority rating for a social activity posting comprises determining the priority rating is proportional to:

21. A computing system, comprising one or more memory modules, one or more processors, and instructions stored on one or more of the memory modules and operable when executed with the one or more processors to perform operations comprising:

receiving a request for prioritized social activity postings, the request being associated with a company identifier;

identifying a plurality of social activity postings available to a plurality of users on a social activity system of one or more computers, each social activity posting associated with a user identifier; and

for each social activity posting, matching the user identifier associated with the social activity posting with a customer identifier associated with the company identifier and determining a respective priority rating for the social activity posting using configuration information associated with the customer identifier.