Sentiment Analysis: Opinions Matter, If Only You Knew Which Ones


TOPIC QUESTIONS
Q1) How do you define positive sentiment?
Q2) How does that impact your organizational goals?
Q3) How do you know that what you are measuring matters?
   Event Details
Event Date:
     2010-02-16
Event Time:
     12PM - 1 PM EST
Participants:
     46
Tweets:
     523


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Moderator
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Katie Delahaye Paine
twitter:
web: www.kdpaine.com
BIO: Katie Delahaye Paine (twitter: KDPaine) is the CEO and founder of KDPaine & Partners LLC and author of, Measuring Public Relationships, the data-driven communicators guide to measuring success. She also writes the first blog and the first newsletters dedicated entirely to measurement and accountability. In the last two decades, she and her firm have listened to millions of conversations, analyzed thousands of articles, and asked hundreds of quest ...more
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  • Trend#6:Growing use of #socialmedia by consumers is causing businesses to implement or consider social software platforms #ten10
    Posted by: - 02/16/2010 01:29:02 PM
  • I know, good to see that the #socialmedia chat is still growing like a weed!
    Posted by: - 02/16/2010 01:29:02 PM
  • Make the Most Out of Your Small Business Blog. http://bit.ly/cxYL6e. Source: LeeOdden #smallbusiness #socialmedia #blogging #SEO #CRM
    Posted by: - 02/16/2010 01:29:02 PM
  • RT : Uso de social media para pymes se ha duplicado desde el 2009 en USA http://bit.ly/aJ2DKV #socialmedia
    Posted by: - 02/16/2010 01:29:02 PM
  • Just added myself to the http://wefollow.com twitter directory under: #houston_texas #socialmedia #music #coffee
    Posted by: - 02/16/2010 01:29:02 PM
  • Off to the real Town Centre to see the kids rock dey swag #SocialMedia
    Posted by: - 02/16/2010 01:29:02 PM
  • RT : neat news of the day for social media monitoring - Radian6 Now Tracks Google Buzz http://ow.ly/1oL3jb via #sm47
    Posted by: - 02/16/2010 01:29:02 PM
  • a #socialmedia event at the Pie Factory? Man, that's genius! #bcsmc lot would be keen too ( ) #pies #beer
    Posted by: - 02/16/2010 01:28:03 PM
  • RT : So far the best customer service I've experienced in #socialmedia has been w/ . They listened, responded & followed thru.
    Posted by: - 02/16/2010 01:28:03 PM
  • Deutsche Telekom startet neue integrierte standortbezogene Dienste http://bit.ly/bfMyfH #localsearch #lokalesuche #socialmedia
    Posted by: - 02/16/2010 01:28:03 PM
  • #socialmedia -- Microsoft Advertising crew lists six types of ROI - http://www.torbenrick.eu/t/r/nco
    Posted by: - 02/16/2010 01:28:03 PM
  • RT Useful In friends we #trust The Economist special report on social networking http://cli.gs/p72q6M #socialmedia #PR #metrics
    Posted by: - 02/16/2010 01:28:03 PM
  • RT : Uso de social media para pymes se ha duplicado desde el 2009 en USA http://bit.ly/aJ2DKV #socialmedia
    Posted by: - 02/16/2010 01:28:02 PM
  • Just added myself to the http://wefollow.com twitter directory under: #houston_texas #socialmedia #music #coffee
    Posted by: - 02/16/2010 01:28:02 PM
  • Off to the real Town Centre to see the kids rock dey swag #SocialMedia
    Posted by: - 02/16/2010 01:28:02 PM
  • RT : neat news of the day for social media monitoring - Radian6 Now Tracks Google Buzz http://ow.ly/1oL3jb via #sm47
    Posted by: - 02/16/2010 01:28:02 PM
  • Social media marketing - Experience Entertainment - California http://bit.ly/dp1SvN #jobs #socialmedia
    Posted by: - 02/16/2010 01:27:02 PM
  • Published my 2nd post on #SMB #socialmedia efforts - social marketing to leverage positive customer voice, http://tinyurl.com/ydy99s8
    Posted by: - 02/16/2010 01:27:02 PM
  • glad to have you on Chat today. We do this every tues 12 EST w/ new topic & moderator. Look forward to chating again #sm47
    Posted by: - 02/16/2010 01:27:02 PM
  • true. Which is why measuring sentiment and coverage, #hashtag can be a diluted measure. I'd go by keywords first. #sm47
    Posted by: - 02/16/2010 01:27:02 PM
  • Potential of social media is underexploited by cosmetic brands http://ow.ly/17LsE #cosmetics #brandchat #branding #socialmedia
    Posted by: - 02/16/2010 01:27:02 PM
  • #Howto Surpass Corporate Phobias to Use #SocialMedia | (7 Fears) http://ow.ly/17P2b
    Posted by: - 02/16/2010 01:26:03 PM
  • facebook, google buzz, twitter. which one do you choose and why? // my take: each plays an integral role for online brands #socialmedia ^kr
    Posted by: - 02/16/2010 01:26:03 PM
  • Published my 2nd post on #SMB #socialmedia efforts - social marketing to leverage positive customer voice, http://tinyurl.com/ydy99s8
    Posted by: - 02/16/2010 01:26:02 PM
  • glad to have you on Chat today. We do this every tues 12 EST w/ new topic & moderator. Look forward to chating again #sm47
    Posted by: - 02/16/2010 01:26:02 PM
  • true. Which is why measuring sentiment and coverage, #hashtag can be a diluted measure. I'd go by keywords first. #sm47
    Posted by: - 02/16/2010 01:26:02 PM
  • Potential of social media is underexploited by cosmetic brands http://ow.ly/17LsE #cosmetics #brandchat #branding #socialmedia
    Posted by: - 02/16/2010 01:26:02 PM
  • RT Useful In friends we #trust The Economist special report on social networking http://cli.gs/p72q6M #socialmedia #PR #metrics
    Posted by: - 02/16/2010 01:25:03 PM
  • RT Useful In friends we #trust The Economist special report on social networking http://cli.gs/p72q6M #socialmedia #PR #metrics
    Posted by: - 02/16/2010 01:25:03 PM
  • RT : A look at the future of #socialmedia - http://bit.ly/an8fcq #brands #CMO #sCRM #SMM
    Posted by: - 02/16/2010 01:25:03 PM
  • Meetup scheduled for this Thursday about developing a community: http://bit.ly/dks3RW. (via ) #engagement #socialmedia
    Posted by: - 02/16/2010 01:25:03 PM
  • RT : Recap of today's chat on Sentiment Analysis http://bit.ly/db5wvB. Great content #sm47
    Posted by: - 02/16/2010 01:25:03 PM
  • And for those scoring at home, in 2 weeks we have Powered's Strategy VP leading our #socialmedia Tweetchat session
    Posted by: - 02/16/2010 01:24:02 PM
  • Uso de social media para pymes se ha duplicado desde el 2009 en USA http://bit.ly/aJ2DKV #socialmedia
    Posted by: - 02/16/2010 01:24:02 PM
  • OK everyone, signing off and back to the code... till next week. #sm47/
    Posted by: - 02/16/2010 01:24:02 PM
  • thanks everyone, and especially and !! and my Dell XPS 1330 for recovering so quickly :) #sm47
    Posted by: - 02/16/2010 01:24:02 PM
  • RT : Next week's host is Ernst and Young's Digital Strategist . Ken is an alumnus of our #socialmedia Tweetchat #sm47
    Posted by: - 02/16/2010 01:24:02 PM
  • RT : RT : Old Idea, Innovative Approach – Social Media as the Mobilizer of Shame. http://bit.ly/7FbuTw #CSR #humanrights #SocialMedia
    Posted by: - 02/16/2010 01:23:03 PM
  • RT : Kudos to for #sm47
    Posted by: - 02/16/2010 01:23:03 PM
  • Really? Not me. I consider the source first & if it's a source like Kevin Smith, I don't pay attn #sm47
    Posted by: - 02/16/2010 01:23:03 PM
  • 7 Corporate Phobias for Using #SocialMedia | #Howto Surpass them ! http://su.pr/6m4s5m /via
    Posted by: - 02/16/2010 01:23:03 PM
  • Why should you care about Facebook? It now directs more traffic than Google. http://bit.ly/adQ3qL #socialmedia
    Posted by: - 02/16/2010 01:23:03 PM
  • In friends we #trust The Economist special report on social networking http://cli.gs/p72q6M #socialmedia #PR #metrics
    Posted by: - 02/16/2010 01:23:03 PM
  • So far the best customer service I've experienced in #socialmedia has been w/ . They listened, responded & followed thru.
    Posted by: - 02/16/2010 01:22:02 PM
  • thanks for a great convo today #sm47
    Posted by: - 02/16/2010 01:22:02 PM
  • RT : Kudos to for #sm47 & great discussion about SM sentiment analysis!
    Posted by: - 02/16/2010 01:22:02 PM
  • - not just noise, but the #hashtag gamers - they can make any league table of trending topics meaningless. #sm47
    Posted by: - 02/16/2010 01:22:02 PM
  • RT : YouTube cumple 5 años http://bit.ly/biEwh3 #socialmedia
    Posted by: - 02/16/2010 01:22:02 PM
  • #YouTube verzerrt etwas : Unternehmen erreichen 10 Millionen Menschen #SocialMedia Plattformen http://ow.ly/17VAH #PR #Journalismus
    Posted by: - 02/16/2010 01:22:02 PM
  • Thanks everyone, and especially !! Enjoyed the thought provoking content. #sm47
    Posted by: - 02/16/2010 01:22:02 PM
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Moderator
thanks everyone, and especially and !! and my Dell XPS 1330 for recovering so quickly :) #sm47
RT : good on ya! #sm47
#SM47 exactly!
#sm47 why should I send human coding jobs overseas? Don't we need more jobs in the USA?
RT : Looking for recap of today's chat on Sentiment Analysis? it's right here http://hashtagsocialmedia.com/event/47. #sm47
#sm47 might I suggest :) http://bit.ly/6XQjpP
#sm47 thanks for the perfect plug for my book "measuring public relationships! " http://bit.ly/6XQjpP
#sm47 that would be a great test!
#sm47 sorry I have a team of highly efficient fab folks in BerlinNH that I'll put up against computers or anyon in india any day
#sm47 that's one of our USPs. :)
#SM47 did anyone really cancel their reservations because of one guys tweets?
#SM47 now that's the subject of another chat! or a longer discussion :)
#SM47 its called competitivev intelligence, and I can promise you that Apple does it..
#sm47 I'd kill for a diet coke right now, but actually now buy pepsi because they gave to causes rather than superbowl ads
#SM47 its called competitivev intelligence, and I can promise you that Apple does it..
#sm47 THANK YOU for the opportunity. Great Convo! great input. if you want to keep this up, just follow me !
#sm47 Yes, and many only get a little piece of Facebook or Twitter, another reason to use humans..
#sm47 that's why I'm looking at Sysomos and BoardReader, they keep stuff for ever!
#SM47 I want to know what customers perceive that my competition is doing well, so I can improve
#smbnh #sm47 look forward to see you on Friday!
#sm47 depends on the business. Don't think P&G cares about 1 individual sale of a bar of soap
#sm47 isn't that where Board Reader started?
#sm47 proactive has more impact on your bottom line IMHO. reactive is what too many people do
#sm47 isn't that where Board Reader started?
#sm47 proactive has more impact on your bottom line IMHO. reactive is what too many people do
#SM47 but actually, I wouldn't measure my own sentiment, I'd measure positive for the competition
#SM47 great question. I'd measure negative
#sm47 you need to measure whatever medium/forum/network where your customers are. that's all.
#sm47 which is why you are so desperately needed !
RT : Defining sentiment is as subjective as sentiment itself. #sm47
#sm47 I thinik it is far more important to look for and track trends in complaints than respond to every one
#sm47 sounds like you've read my book!
RT : When you see improvement toward goal RT : #sm47 Question 3: How do you tell whether you are measuring what matters
#sm47 I'd say velocity + freqeuncy + influence/impact
#sm47 EXACTLY! and how many of you are using correlations to show that?
#sm47 no, many are just cyberwhiners with no perspective
#sm47 I think if they ever did respond, I'd be so shocked I'd have a personal blue screen heart attack.
#sm47 I think if they ever did respond, I'd be so shocked I'd have a personal blue screen heart attack.
#sm47 do all organizations have to worry about scale? humans can efficiently read 5000 mentions a month, how many need more ?
#sm47 you measure only what matters, and use random sampling when you go over 5000 mentions per month
#sm47 I'm back, where was I ?? Question 3: How do you tell whether you are measuring what matters
#sm47 I'm back, where was I ?? Question 3: How do you tell whether you are measuring what matters
Microsoft uses both human and automated coding :) #sm47
#sm47 classic microsoft moment. Blue screen crash in middle of #sm47
#sm47 how do you tie sentiment analysis to goals, revenue, sales, market share?
#sm47 yes, can happen within diff deptartment, or diff colleges w/in univ. or diff programs in govt or non-profit
RT : LOVE IT !90% of media monitoring projects are of such low volume that auto sentiment analysis is a confusing toy. #sm47
#sm47 goals drive metrics - in non-profit everything is positive or at worst neutral, so tool to measure is webanalytics& $$ not sentiment
#sm47 but how does that tie to market share or revenue or advocacy?
#sm47 can you elaborate? do you have examples?
#sm47 is advocacy the goal, or revenue? or membership? doesn't it depend on the type of organization?
#sm47 can you elaborate? do you have examples?
RT : Yet, you must first establish that sentiment analysis and its collection methods can be trusted as "facts" #sm47
#sm47 great point. how DO most organizations use it?
#sm47 not specifically, but that's how lots of companies do it
#SM47 we call them balanced, as opposed to neutral that have NO sentiment at all
#Sm47 computers have a real hard time with sarcasm, irony and regional dialects
#Sm47 you can't that's why I don't believe its the answer
#sm47 hhmmm, not sure I agree with that. Aren't the goals set at the board level for the year?
RT : Q2: some orgs successfully use sentiment of distinct group as canary in coal mine #sm47
#sm47 I think Sysomos does
#Sm47 welcome!
#sm47 a good option is random sampling
RT : in other words, despite what happened, ppl are likely to purchase or recommend = positive? Think that's appropriate #sm47
#sm47 couldn't have said it better myself
#sm47 or put another way, how do you tie positive sentiment to your bottom line?
Okay folks #SM47, time for the 2nd question of the day: how does your sentiment analysis impact ur organizational goals?
#sm47 yes, you should be coding post vs comments
#sm47 yes, you should be coding post vs comments
#sm47 good human coders should have minimum 90% intercoder reliability scores
#sm47 I'd think so,
#sm47 that's why you need a good human coding system
#sm47 THANK YOU! exactly what I've been finding. Sentiment and SM Metrics are ALL industry and goal specific!
#sm47 thanks for joining. the question is sentiment> How do you define?
#sm47 humans can do both, not sure automated systems can
#sm47 or would you look at "likelihood to purchase or recommend" ?
#sm47 then sentiment should be based on your customers sentiments? or stakeholders? or investors?
#sm47 and how do you measure that?
#SM47 r u sure? what if it includes both positive and negative?
#sm47 and it doesn't allow for regional differences, e.g. "wicked" is good in this part of the country
#sm47 and it doesn't allow for regional differences, e.g. "wicked" is good in this part of the country
RT : #sm47 Consistency is important as defining sentiment. If "positive" is always applied the same, you can measure & track trends
#sm47 what about key messages, like "we're fixing the problem" or "We didn't kill THAT many people"
#SM47 exactly. it really is more time-defined. If negative goes away in a few days as opposed to a few weeks
#sm47 YES!
#sm47 that is perhaps THE question of the day.
#sm47 yes, definitely !
#sm47 so how do automated sentiment analyzers figure that out?
#SM47 what about in a crisis, how do you define positive sentiment if you're Toyota + best u can hope for is neutral?
#sm47 LOL, but that's actually a criteria I hadn't considered
#SM47 and we're off!
#sm47 would "desirable" be a better term than "Positive" ?
#sm47 and don't forget goals? maybe you want to be invisible??
#SM47 3rd question of the day: 3) How do you know that what you are measuring matters?
#SM47 3rd question of the day: 3) How do you know that what you are measuring matters?
#sm47 is about to start. 1st ?? of the day: 1) How do you define positive sentiment?
10 minutes to today's #socialmedia tweetchat w/ me: topic: sentiment analysis in social media. #sm47 -- is ur Tweetdeck column set up?