What the terms you meet in media monitoring and social listening mean, in plain language.
Preventing, handling, and recovering from a negative issue that is growing. The key stages: detect it early, understand its trigger and spread, respond with a consistent message, then monitor whether the response calms the issue.
See also: Early warning, Response brief and talking points, Public narrative
An automatic alert when an issue shows signs of growing, such as a jump in negative mentions or an issue appearing in a new region. The point is to give the team time to prepare a response before the issue spreads.
See also: Spike (anomaly), Crisis communication management, Geographic insight
How an audience responds to a post: likes, comments, shares, saves, or views. High engagement marks a topic that provokes a reaction, which often spreads faster than one that is merely widely read.
An estimate, in rupiah, of coverage gained without paying for ads (earned media), based on reach and the equivalent advertising rate in the same outlet. It helps SOE and corporate PR teams report the result of releases and events in terms management understands. Use it to compare periods, not as an exact value.
See also: Reach, Share of voice, Media monitoring report
How mentions are spread across regions. For government institutions and companies with many branches, it shows which areas are talking about an issue.
See also: Early warning, Issue
A word or phrase starting with # that groups posts on social media. Tracking hashtags helps follow campaigns, online movements, or issues on the rise.
See also: Keywords and boolean queries, Viral
A rating of how much impact the source of a mention has, for example a major national outlet compared with a small blog. In Qola the influence score runs from 0 to 10: the higher it is, the sooner the mention needs a response.
See also: Reach, Influencers and KOLs, Early warning
Accounts or public figures whose voice carries weight on a given topic (key opinion leaders). In media monitoring, knowing who first raised an issue is often as important as the issue itself.
See also: Influence score, Social listening
A topic the public is discussing that relates to the organisation, such as a service complaint, a new policy, or an incident on the ground. Media monitoring groups thousands of mentions into a handful of issues so the team knows what to prioritise.
See also: Public narrative, Keyword trend, Crisis communication management
How the number of mentions of a keyword changes over time, usually shown as a daily chart. A trend shows when an issue starts to rise, when it peaks, and when it fades.
See also: Spike (anomaly), Mention
The words or phrases that define what is monitored, such as an institution's name, a programme name, or a leader's name. A boolean query combines them with AND, OR, and NOT for precise results, for example brand name AND (promo OR discount) NOT vacancy.
A collection of news items about the organisation from various outlets. It used to be done by hand, cutting out newspapers or copying links and screenshots. Media monitoring automates the collecting, so the team can focus on analysis.
See also: Media monitoring, Media monitoring report
Continuously tracking news coverage and conversations about a name, issue, or keyword across online media, print, and social media. The aim is to know what is being reported, by whom, how widely, and in what tone, and to use that as the basis for communication decisions.
See also: Social listening, Media clipping, Media monitoring reportRead more: What is media monitoring?
A summary of monitoring results for leadership or clients: top issues, sentiment, the most influential outlets and accounts, and recommended next steps. A good report can be read in a few minutes. In Qola reports come as PDF, Excel, and infographics, with data up to the previous day.
See also: Media clipping, Response brief and talking points, Estimated media valueRead more: Media monitoring reports for leadership
A single appearance of a monitored keyword in one source: a news article, post, comment, or video. The number of mentions is the most basic measure of how much an issue is being discussed.
See also: Reach, Keyword trend, Keywords and boolean queries
How the public frames an issue: who is seen as right, who is blamed, and which story gets repeated most. Reading the narrative, not just the mention count, helps decide the right message.
See also: Issue, Sentiment, Response brief and talking points
An estimate of how many people could have seen a mention, for example from an account's followers or a news site's traffic. Reach helps tell an issue that is loud in a small circle apart from one that is truly spreading.
See also: Engagement, Influence score, Estimated media value
A short document that prepares a response to an issue: a summary of the situation, key messages, and talking points for a spokesperson or leader. With a brief, everyone delivers the same message.
See also: Crisis communication management, Public narrative, Media monitoring report
The tone of a mention towards the monitored subject: positive, neutral, or negative. Sentiment analysis assigns this label automatically. For Indonesian text the hard parts are mixed languages, abbreviations, sarcasm, and local context. Qola labels the sentiment of every mention for the Indonesian context.
See also: Mention, Issue, Early warningRead more: Sentiment analysis in Bahasa Indonesia
A brand or institution's portion of the conversation compared with others on the same topic, usually as a percentage. Example: of 1,000 mentions about digital banking, 460 mention Brand A, so its share of voice is 46%.
See also: Mention, Estimated media value
Analysing social media conversations to understand what an audience thinks, needs, and complains about. Where media monitoring answers "what is being said", social listening digs into "why" and "what it means" for the organisation.
See also: Media monitoring, Sentiment, Influencers and KOLsRead more: Social listening vs media monitoring
A rise in mentions far above the usual pattern within a short time. Not every spike is dangerous, but every spike is worth checking for its trigger.
See also: Early warning, Keyword trend, Viral
Content that spreads very quickly because it is reshared widely in a short time. An issue that goes viral on social media is often picked up by news outlets next, which narrows the window to respond.
See also: Engagement, Spike (anomaly)
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