Questions

 

How can you determine the severity of your escalation topics? Choose two answers.

 

• Talk to your social media team to determine if they have had any recent issues. Ask which topics they want to have escalated to them.
• Severity doesn’t matter. Escalate all negative mentions.
• Talk to PR and Comms to see what kinds of crises they have had in the past. Ask which topics they want to have escalated to them.

 

 

What can you do to make sure your keywords are the words that your audience uses when they talk about their experience and opinion online? Choose two answers.

 

• Complete customer interviews.
• Guess and make a list of keywords you would use to talk about your product or service.
• Create preliminary native searches around some potential keywords to see if there are mentions.

 

Why do you need to have a responsibility doc with a breakdown of program maintenance tasks and their cadence?

 

• Helps you know who to train and share what specific work needs to be done
• In case there are staffing changes or responsible staff are on vacation
• Makes it clear to stakeholders the level of work needed for the program
• Helps you know who to train and share what specific work needs to be done
• All the options

 

 

What can you do to build a program if you do not have the budget to use a social listening tool? Choose two answers.

 

• Use native search abilities on each social media platform you want to monitor.
• You can’t have a program without a budget.
• Create Talkwalker alerts for specific keywords.

 

 

Is social listening just for large brands or can other businesses use it?

 

• Any business can take action to do social listening.
• Only brands that have accounts on every social media platform should have a program.
• Only large brands can afford a social listening program.

 

What can happen if you don’t create a social listening program?

 

• You will miss out on customers who are complaining about you and are threatening to churn.
• You will miss out on opportunities to connect with your audience when they don’t tag you.
• You will only find out about potential crises when they are so big you can’t ignore them.
• All the options