Method and apparatus to create a mash-up of social media data and business data to derive actionable insights for the business
View Patent ↗A method and system are disclosed for providing near-real-time actionable insights associated with user interactions within a social media environment. A first and second set of social media data, respectively associated with a first and second set of social media interactions, are processed to generate a first and second set of Social Network Advocacy Pulse (SNAP) data in near-real-time. The resulting first and second sets of SNAP data are then processed to generate a first and second set of actionable insight data, which respectively indicate a near-real-time measurement of sentiment and advocacy related to a predetermined business aspect. The first and second sets of social pricing index data are then processed to generate a set of actionable insight differential data, which indicates a corresponding improvement or decline in sentiment or advocacy related to the business aspect.
1. A computer-implementable method for providing near-real-time actionable insights associated with user interactions within a social media environment, the social media environment comprising a social media system executing on a social media server, a social network advocacy system (SNA) executing on a SNA server and a SNA administrator system, the method comprising:
processing, via the social network advocacy system executing on the social network advocacy server, a first set of social media data received from the social media server to generate a first set of Social Network Advocacy Pulse (SNAP) metrics in near-real-time, the first set of social media data associated with a first set of user interactions with the social media system executing on a social media server corresponding to a business aspect, the processing the first the set of social media data comprising associating sentiment values for the first set of user interactions, the associating sentiment values comprising determining a sentiment value based upon whether a user interaction of the first set of user interactions is positive, negative or neutral and weighting the sentiment value based upon a respective influence of a social media participant providing the user interaction;
processing, via the social network advocacy system executing on the social network advocacy server, a first set of related data associated with the business aspect to generate a first set of related metrics, the processing the first set of related data comprising filtering the first set of related data to identify data associated with the business aspect;
processing, via the social network advocacy system executing on the social network advocacy server, the first set of SNAP metrics with the first set of related metrics to generate a first set of actionable insight data associated with the business aspect, the first set of actionable insight data comprising information that can be used to provide insights on a target issue;
processing, via the social network advocacy system executing on the social network advocacy server, the first set of actionable insight data to generate a first aggregate actionable insight value, the first aggregate actionable insight value being based upon a plurality of SNA category values, the plurality of SNA category values corresponding to a respective plurality of SNA categories, the respective plurality of SNA categories comprising a geography category, a market segment category, a group category, an industry category, an object category, a customer category, a business function category and a topic of discussion category;
presenting the first set of actionable insight data via a SNA system user interface, the SNA system user interface being presented via the SNA administrator system; and,
performing reactive, corrective and proactive actions associated with the target issue based upon the first set of actionable insight data.
2. The method of claim 1 , further comprising:
processing a second set of social media data to generate a second set of SNAP metrics in near-real-time, the second set of social media data associated with a second set of user interactions within the social media environment corresponding to the business aspect, the processing the second the set of social media data comprising associating sentiment values for the second set of user interactions;
processing a second set of related data associated with the business aspect to generate a second set of related metrics, the processing the second set of related data comprising filtering the second set of related data to identify data associated with the business aspect; and
processing the second set of SNAP metrics with the second set of related metrics to generate a second set of actionable insight data associated with the business aspect.
3. The method of claim 2 , further comprising:
processing the second set of actionable insight data to generate a second aggregate actionable insight value.
4. The method of claim 3 , further comprising:
processing the first and second sets of actionable insight data to generate a set of actionable insight differential values; and
processing the first and second aggregate actionable insight values to generate an aggregate actionable insight differential value.
5. The method of claim 4 , further comprising:
correlating a first individual user interaction within the first set of user interactions with a first subset of related data within the first set of related data, the first individual user interaction and the first subset of related data corresponding to identification data associated with a predetermined user; and
correlating a second individual user interaction within the second set of user interactions with a second subset of related data within the second set of related data, the second individual user interaction and the second subset of related data corresponding to the identification data associated with the predetermined user.
6. The method of claim 5 , further comprising:
displaying, within a display window of a user interface, at least two members of the set of:
the first set of SNAP metrics;
the second set of SNAP metrics;
the first set of related metrics;
the second set of related metrics;
the first set of actionable insight data;
the second set of actionable insight data;
the first aggregate actionable insight value;
the second aggregate actionable insight value;
the set of actionable insight differential values;
an aggregate actionable insight differential value; and
identity data associated with a predetermined user.
7. A system comprising:
a processor;
a data bus coupled to the processor; and
a computer-usable medium embodying computer program code, the computer-usable medium being coupled to the data bus, the computer program code interacting with a plurality of computer operations for providing near-real-time actionable insights associated with user interactions within a social media environment, the social media environment comprising a social media system executing on a social media server, a social network advocacy system (SNA) executing on a SNA server and a SNA administrator system, and comprising instructions executable by the processor and configured for:
processing, via the social network advocacy system executing on the social network advocacy server, a first set of social media data received from the social media server to generate a first set of Social Network Advocacy Pulse (SNAP) metrics in near-real-time, the first set of social media data associated with a first set of user interactions with the social media system executing on a social media server corresponding to a business aspect, the processing the first the set of social media data comprising associating sentiment values for the first set of user interactions, the associating sentiment values comprising determining a sentiment value based upon whether a user interaction of the first set of user interactions is positive, negative or neutral and weighting the sentiment value based upon a respective influence of a social media participant providing the user interaction;
processing, via the social network advocacy system executing on the social network advocacy server, a first set of related data associated with the business aspect to generate a first set of related metrics, the processing the first set of related data comprising filtering the first set of related data to identify data associated with the business aspect;
processing, via the social network advocacy system executing on the social network advocacy server, the first set of SNAP metrics with the first set of related metrics to generate a first set of actionable insight data associated with the business aspect, the first set of actionable insight data comprising information that can be used to provide insights on a target issue;
processing, via the social network advocacy system executing on the social network advocacy server, the first set of actionable insight data to generate a first aggregate actionable insight value, the first aggregate actionable insight value being based upon a plurality of SNA category values, the plurality of SNA category values corresponding to a respective plurality of SNA categories, the respective plurality of SNA categories comprising a geography category, a market segment category, a group category, an industry category, an object category, a customer category, a business function category and a topic of discussion category;
presenting the first set of actionable insight data via a SNA system user interface, the SNA system user interface being presented via the SNA administrator system; and,
performing reactive, corrective and proactive actions associated with the target issue based upon the first set of actionable insight data.
8. The system of claim 7 , further comprising executable instructions for:
processing a second set of social media data to generate a second set of SNAP metrics in near-real-time, the second set of social media data associated with a second set of user interactions within the social media environment corresponding to the business aspect, the processing the second the set of social media data comprising associating sentiment values for the second set of user interactions;
processing a second set of related data associated with the business aspect to generate a second set of related metrics, the processing the second set of related data comprising filtering the second set of related data to identify data associated with the business aspect; and
processing the second set of SNAP metrics with the second set of related metrics to generate a second set of actionable insight data associated with the business aspect.
9. The system of claim 8 , further comprising executable instructions for:
processing the second set of actionable insight data to generate a second aggregate actionable insight value.
10. The system of claim 9 , further comprising executable instructions for:
processing the first and second sets of actionable insight data to generate a set of actionable insight differential values; and
processing the first and second aggregate actionable insight values to generate an aggregate actionable insight differential value.
11. The system of claim 10 , further comprising executable instructions for:
correlating a first individual user interaction within the first set of user interactions with a first subset of related data within the first set of related data, the first individual user interaction and the first subset of related data corresponding to identification data associated with a predetermined user; and
correlating a second individual user interaction within the second set of user interactions with a second subset of related data within the second set of related data, the second individual user interaction and the second subset of related data corresponding to the identification data associated with the predetermined user.
12. The system of claim 11 , further comprising executable instructions for:
displaying, within a display window of a user interface, at least two members of the set of:
the first set of SNAP metrics;
the second set of SNAP metrics;
the first set of related metrics;
the second set of related metrics;
the first set of actionable insight data;
the second set of actionable insight data;
the first aggregate actionable insight value;
the second aggregate actionable insight value;
the set of actionable insight differential values;
an aggregate actionable insight differential value; and
identity data associated with a predetermined user.
13. A non-transitory, computer-readable medium embodying computer program code for providing near-real-time actionable insights associated with user interactions within a social media environment, the social media environment comprising a social media system executing on a social media server, a social network advocacy system (SNA) executing on a SNA server and a SNA administrator system, the computer program code comprising computer executable instructions configured for:
processing, via the social network advocacy system executing on the social network advocacy server, a first set of social media data received from the social media server to generate a first set of Social Network Advocacy Pulse (SNAP) metrics in near-real-time, the first set of social media data associated with a first set of user interactions with the social media system executing on a social media server corresponding to a business aspect, the processing the first the set of social media data comprising associating sentiment values for the first set of user interactions, the associating sentiment values comprising determining a sentiment value based upon whether a user interaction of the first set of user interactions is positive, negative or neutral and weighting the sentiment value based upon a respective influence of a social media participant providing the user interaction;
processing, via the social network advocacy system executing on the social network advocacy server, a first set of related data associated with the business aspect to generate a first set of related metrics, the processing the first set of related data comprising filtering the first set of related data to identify data associated with the business aspect;
processing, via the social network advocacy system executing on the social network advocacy server, the first set of SNAP metrics with the first set of related metrics to generate a first set of actionable insight data associated with the business aspect, the first set of actionable insight data comprising information that can be used to provide insights on a target issue;
processing, via the social network advocacy system executing on the social network advocacy server, the first set of actionable insight data to generate a first aggregate actionable insight value, the first aggregate actionable insight value being based upon a plurality of SNA category values, the plurality of SNA category values corresponding to a respective plurality of SNA categories, the respective plurality of SNA categories comprising a geography category, a market segment category, a group category, an industry category, an object category, a customer category, a business function category and a topic of discussion category;
presenting the first set of actionable insight data via a SNA system user interface, the SNA system user interface being presented via the SNA administrator system; and,
performing reactive, corrective and proactive actions associated with the target issue based upon the first set of actionable insight data.
14. The non-transitory, computer-readable medium of claim 13 , further comprising computer executable instructions configured for:
processing a second set of social media data to generate a second set of SNAP metrics in near-real-time, the second set of social media data associated with a second set of user interactions within a the social media environment corresponding to the business aspect, the processing the second the set of social media data comprising associating sentiment values for the second set of user interactions;
processing a second set of related data associated with the second business aspect to generate a second set of related metrics, the processing the second set of related data comprising filtering the second set of related data to identify data associated with the business aspect; and
processing the second set of SNAP metrics with the second set of related metrics to generate a second set of actionable insight data associated with the business aspect.
15. The non-transitory, computer-readable medium of claim 14 , wherein:
processing the second set of actionable insight data to generate a second aggregate actionable insight value.
16. The non-transitory, computer-readable medium of claim 15 , further comprising computer executable instructions configured for:
processing the first and second sets of actionable insight data to generate a set of actionable insight differential values; and
processing the first and second aggregate actionable insight values to generate an aggregate actionable insight differential value.
17. The non-transitory, computer-readable medium of claim 16 , further comprising computer executable instructions configured for:
correlating a first individual user interaction within the first set of user interactions with a first subset of related data within the first set of related data, the first individual user interaction and the first subset of related data corresponding to identification data associated with a predetermined user; and
correlating a second individual user interaction within the second set of user interactions with a second subset of related data within the second set of related data, the second individual user interaction and the second subset of related data corresponding to the identification data associated with the predetermined user.
18. The non-transitory, computer-readable medium of claim 17 , further comprising computer executable instructions configured for:
displaying, within a display window of a user interface, at least two members of the set of:
the first set of SNAP metrics;
the second set of SNAP metrics;
the first set of related metrics;
the second set of related metrics;
the first set of actionable insight data;
the second set of actionable insight data;
the first aggregate actionable insight value;
the second aggregate actionable insight value;
the set of actionable insight differential values;
an aggregate actionable insight differential value; and
identity data associated with a predetermined user.
19. The non-transitory, computer-readable medium of claim 13 , wherein the computer executable instructions are deployable to a client computer from a server at a remote location.
20. The non-transitory, computer-readable medium of claim 13 , wherein the computer executable instructions are provided by a service provider to a user on an on-demand basis.