Reputation monitoring: follow the online picture
Which questions, concerns and appreciation come up around your organisation? With Coosto, follow how the online picture develops and investigate what is behind changes. That way you see sooner which topics need attention and can better support where extra explanation, monitoring or follow-up is needed.
- Spot what needs attention
- Understand reactions better
- Support your communication
Recognise which signals deserve attention
A critical news article attracts attention, while questions about your services may have been coming back for longer. The number of posts alone doesn't tell you what that means for how your organisation is perceived. So investigate which experiences, questions and arguments are being shared and whether they belong to a single event or a recurring topic. That way you focus your attention on developments that deserve further interpretation or follow-up.
Understand why the online picture changes
A negative tone doesn't yet tell you whether people are worried, confused or frustrated. With EmotionAI you see which emotions play around your organisation, how strong they are and how they develop. Look at the underlying posts to judge where concerns, confusion or appreciation come from. That context helps you decide whether your communication needs to clarify, whether you want to keep following a topic or whether you want to discuss a signal internally.
Stay informed without constantly searching yourself
Create search queries for your organisation and relevant themes and exclude irrelevant words, sources or authors. Set up alerts for new results or changes in activity and sentiment. Also use saved search queries in dashboards and reports to follow developments over time. That way you don't have to keep checking manually and you can focus on signals that need further follow-up at that moment.
Tips
Reputation monitoring with Coosto
Related reactions
Read reactions to relevant posts to better understand which questions, arguments or experiences come up around a topic.
Narrow down search queries
Exclude words, sources and authors that don't fit your monitoring question, so you spend less time on irrelevant results.
Daily overviews
Receive a daily overview based on saved search queries and stay informed without opening every search query separately.
Trending Topics
See which words, hashtags and phrases stand out in your search results and decide which developments you want to investigate further.
See which reputation signals call for action
Bring your monitoring question to a personal demo. We show you how to narrow down a search query, investigate changes and look at the posts behind a development. You also see how EmotionAI adds extra context and how you share insights. That gives you a concrete picture of how to go from loose online signals to well-founded communication choices.
During a demo we show you:
- Setting up search terms, sources and exclusions.
- Investigating the posts behind changes in activity or sentiment.
- Analysing emotions and intensity with EmotionAI.
- Building alerts, dashboards and reports from your search query.
Frequently asked questions about reputation monitoring
What is the difference between reputation monitoring and reputation management?
Reputation monitoring is following and analysing posts that say something about how your organisation is perceived. Reputation management also includes the choices and actions with which you respond. Monitoring gives you the signals and context to support those choices better, but does not automatically determine which action is needed.
Does online monitoring give a complete picture of our reputation?
No. You see what is published within the available sources and your chosen search query. That does not reach everyone who has an opinion or experience with your organisation. Therefore combine online signals where needed with other information, such as direct public contact or research among stakeholders. That prevents a single data source from determining the full reputation picture.
Which sources can I follow with Coosto?
Coosto Listen collects posts from, among others, social media, online news media, blogs, forums and reviews. Which posts and data are available differs per source. By combining sources that fit your monitoring question, you can assess different online signals side by side.
Can reputation monitoring prevent reputation damage?
No. Monitoring can alert you to developments that may need attention, but does not prevent reputation damage by itself. The situation, your organisation's actions and the chosen follow-up remain decisive. The value of monitoring lies mainly in signalling earlier, gathering context and better supporting which next step may be appropriate.
