Radian6Overview

WhatisRadian6?........................................................................................................ 1
HowCanYouUseRadian6?........................................................................................ 6
NextSteps................................................................................................................... 6
SetupYourTopicProfile
TopicProfileOverview ............................................................................................... 7
DetermineYourKeywords ......................................................................................... 8
NextSteps................................................................................................................... 9
GettingStarted
SetUpYourTopicProfile.......................................................................................... 10
AnalyzetheResults
DashboardOverview ................................................................................................ 16
NextSteps................................................................................................................. 16
WidgetOverview
WidgetsQuickStartGuide ....................................................................................... 19
EngagementConsole
Overview .................................................................................................................. 23
IntegrateMedia........................................................................................................ 23
LaunchingStacks ...................................................................................................... 23
PosttoMultipleChannelsatOnce ........................................................................... 24
Workflow .................................................................................................................. 25
NextSteps................................................................................................................. 26
UsingtheSummaryDashboard
InfocubesOverview.................................................................................................. 27
UsingtheSummaryDashboard................................................................................ 27
NextSteps................................................................................................................. 28
ManageuserRoles
RolesOverview......................................................................................................... 29

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
INTRODUCTIONTORADIAN6
SECTION1:RADIAN6OVERVIEW

1.1WhatisRadian6?
Radian6isaplatformthatenablesorganizationstomonitorandengageinconversationsacrossthesocialweb.When
youconfigureasearch,theRadian6platformretrievesresultsfrommorethan150millionsitesandsourcesincluding:

MainstreamNews

Blogs

Forums

Comments

PhotoAndVideoSharingSites

TwitterFirehose

PublicFacebookAPI

Figure11:MediaTypeIconsfromRiverofNews

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
Theplatformcontainsthefollowingelements.YoucanselectfromthefollowingRadian6elementstomeetyourlis
tening,measuringandengagementneeds:

AnalysisDashboard:Awebbasedsocialmediamonitoringandengagementplatformthatbringsyourealtime
onlineconversationsbasedonyoursearches.

Figure12:Radian6AnalysisDashboardwithWidgets

SummaryDashboard:Aconvenient,preconfiguredapplicationthatpresentsaneasytoreadviewofthevol
ume,overallsentiment,keydemographics,influencersandmorearoundyourconversationsofinterest.

Figure13:SummaryDashboardOverallStatusView

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
Insights:CombinesRadian6datawithinformationprovidedbythirdpartydatapartnerstohelpyoudiscover
moreaboutwhatliesbehindeachpost.Whatstheauthorsgender?Theiragegroup?Wheredotheylive?
Whataretheirotherinterests?Generatelistsofthemosttalkedaboutpeople,places,andthings,witha
deeperassessmentofsentiment.

Figure14:InsightsusingConversationCloudandTopicAnalysisWidgets

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
Radian6MobileApp:Radian6MobilebringskeyengagementfunctionalityfromtheRadian6platformstoyour
iPhone.Engagedirectlywithyourcommunityoruseworkflowtoroutepoststothemostappropriatepeople,
whileawayfromyourdesk.Radian6MobileisavailableforfreetocurrentRadian6EngagementConsoleusers.

Figure15:Radian6MobileAppdisplayingCreateNewStack

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
EngagementConsole:Coordinateyourteamsinteractionwithrelevantsocialmediapostsreturnedby
Radian6.Youcanassignpostsforteammemberstofollowupwith,andinteractwithyourteamastheycarry
outtheirassignments.YoucandirectlyaccessandusepersonalorteamTwitterandFacebookaccountsfrom
theEngagementConsole.

Figure16:EngagementConsolewithMyTasksStack,Radian6TopicStackandChatterStack

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
1.2HowCanYouUseRadian6?
YoucanuseRadian6foranumberofdifferentpurposes:

ManageandMonitorConversations:Understandthelifecycleofinformationyousendouttotheworld.Track
thespreadofyourcampaign,pressrelease,orothercommunicationsinrealtimeontheweb.Followitasit
getsresurrectedinblogposts,casestudies,orotherreferencesonline.RespondtoCustomersinRealTime:
Buildcontactswithkeyinfluencersandcommunicatewiththemtoobtainmoreinformation.

GenerateSalesLeads:Identifypotnetialeventsorfindkeyinfluencerswhoaresharinginformationaboutup
andcomingissues.

ObtainCompetitiveIntelligence:Keeptrackofwhatyourcompetitionisupto.Compareyourmentions
tothoseofyourcompetition.

UnderstandIndustryTrends:Followwhatsbeingsaidwithinyourindustryandidentifyneedsinyourpoten
tialmarket.

ManageCrises:Bethefirsttoknowwhenissuesspringup.Useintelligencetoaidinprovidingsoundand
speedycounsel.Identifyandmanageconcernsquickly.

Radian6currentlyhasover3,000clientsworldwidefromavarietyofindustries:travel,technology,consumergoods
andservices,healthcare,nonprofits,manufacturing,consulting,legal,andmanymore.

1.3NextSteps
AttendafreeProductOverviewsessiononline:

Registerat:Radian6TrainingCalendar

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
INTRODUCTIONTORADIAN6
SECTION2:SETUPYOURTOPICPROFILE

2.1TopicProfileOverview
ThebasisofRadian6istheTopicProfile.Thisisauniquesetofsearchparameters(keywords)aboutacompany,
brandorsubjectthatisofinteresttoyou.Youcanfiltertheseparametersbychanginglanguage,mediatypes,region,
andsourcesettings.

Figure27:TopicProfileFilters

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
Basedontheresultsyoureceive,youcanadjustyoursearchuntilyouaresatisfiedwiththepostsreturned.Forexam
ple,youcancheckthetopmentionedwordsinyourpostsusingtheConversationCloud.Theseresultscanhelpyou
determinewhichsearchterms(keywords)toincludeorexcludeinyoursearch.

Figure28:ConversationCloudtotweaksearch

2.2DetermineYourKeywords
InRadian6,searchtermsarecalledkeywords.YouwillimproveyourTopicProfileovertime,asyouanalyzeyour
searchresultsandlearnhowtofilterandhoneinonthem.Tostart,identifyyourinitialkeywordsusingthefollowing
strategies:

1.Whatisyourbrandnameorproductname?

2.Whatarethedifferentwaysitmightbespelledormisspelled?Includeallthedifferentwaysyourclientsmight
writethenameinapost.

3.DoyouhaveaTwitterhandle?Includethis.

4.Whatsortofpostsareyoulookingfor?Referencestocustomerservice?Productissues?Adesiretobuy?Acom
parisontootherproducts?Thinkofphrasesorwordspeoplemightusefortheseposts.TheTriggerwords
checklistwillgiveyousomeideas.

Forexample,ifyouarelookingforcustomerserviceissues,thinkofwordsandphrasessuchasonhold,hung
uponorrudeservice.Ifyouarelookingforproductissues,trywordssuchasbroken,wontloadorcrashed.

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
5.Listentohowpeopletalkinsocialmedia.Learnthedifferentslangandabbreviationsthatpeopleuse,suchas
ftwandfail.

6.Groupkeywordsfordifferentbusinessareastogether.Thiswillenableyoutomonitorresultsbybusinessarea.

2.3NextSteps
AttendaTopicProfilesandKeywordssessiononline:

Registerat:Radian6TrainingCalendar

WatchDashboardVideos:

AccessedintheRadian6platformundertheVideoTutorialslink:TopicProfileManagerSeries

AddanewTopicProfile

AddKeywordsandKeywordGroups

AddSentimentSubjects

AddanewProject

ReadBlogPosts:

LeveragingKeywordProximity

Top5TipsforOptimizingYourKeywords

OptimizingYourTopicProfile

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
 QUICKSTARTGUIDE
SECTION3:GETTINGSTARTED
3.1SetUpYourTopicProfile
Thisguidewillhelpyougetstartedfast,byguidingyouthroughtheinitialtasks
youwillneedtoperformtogetthemostoutofRadian6.
Radian6URL LogintoRadian6
Radian6MainMenu
ConfigurationMenu AddNewTopicProfile
TopicProfileDetails SelectKeywords AddKeyword
Group
Name GroupType
Contains ANDContains
DoesNOTContain
SentimentSubject SaveTopicProfile
Dashboard
HelpandNextSteps
INTRODUCTIONTORADIAN6
SECTION4:ANALYZETHERESULTS

4.1DashboardOverview
Whenyouhavesetupthecriteriaforyourprofilesearch,navigatebacktotheDashboardtoviewtheresults.

TheDashboarddisplaystheresultsofyourTopicProfilekeywordsearch.Youcanviewtheseresultsindifferentways
byusingthewidgets(tools)downthelefthandsideofthescreen.

Iconsdownthelefthandsideofthescreen:

MagnifyingglassIcon:ClickheretosearchthroughTopicProfilesforspecificwordsandphrases.Thiscanhelp
youidentifywhichkeywordsarebringingbackthemostusefulresults.

CloudIcon:ClicktoconfigureaConversationCloud.Thisdisplaysthe50mostusedtermsassociatedwitha
TopicProfileorkeywordswithintheTopicProfile.Themostusedtermsarelargerandindifferentcolors.

BarChartIcon:ClicktoopenaTopicProfileAnalysis.Thisisrecommendedasthefirstwidgettoopen.Itdis
playsnumberofposts,andyoucanthendigdownintothedata.

LineChartIcon:ClicktoconfigureaTopicsTrendsearch.Thisindicatestheebbandflowofonlinechatterabout
thespecifiedtopicorkeywordsthatyouspecify.

RiverIcon:ClicktodisplayaRiverofNewsforthespecifiedtopicorkeywords.Thisbringsineachpostasit
occursandindicatesthetypeofmediasource,numbersoffollowing,numbersoffollowers,andthesentiment
level.

PersonIcon:Clicktoobtainananalysisofthekeyinfluencersforyourspecifiedtopicorkeywordsearch.

4.2NextSteps

AttendaDashboardFunctionalitysessiononline:

Registerat:Radian6TrainingCalendar

WatchDashboardVideos:

AccessedintheRadian6platformundertheVideoTutorialslink:

RiverofNewsseries

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
ConversationCloudseries

TopicTrendsWidgetseries

InfluencerWidgetseries

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
 QUICKSTARTGUIDE
SECTION5:WIDGETOVERVIEW
5.1WidgetsQuickStartGuide
WelcometoRadian6.Thisguidewillhelpyougetstartedfast,byguidingyou
throughhowtoconfigurethedifferentWidgetsyoucanusetoanalyzeyou
Radian6results.
SearchRiverofNews
ConversationCloud
TopicAnalysis
TopicTrends
RiverofNews
InfluenceViewer
INTRODUCTIONTORADIAN6
SECTION6:ENGAGEMENTCONSOLE

6.1Overview
TheRadian6EngagementConsoleisadesktopapplicationthatshowsyourRadian6TopicProfilesalongsideyourper
sonalorcorporateTwitterandFacebookstreams.TheEngagementConsolealsoallowsyoutorespondtoposts.You
cantagposts,addnotes,respondtoposts,andmonitorhowyourteamismonitoringandengagingwithconversa
tions.

6.2IntegrateMedia
YouareabletointegratemediaintotheEngagementConsole.Integratingmediaenablesyoutoseeacrossyour
entirebrand,learnwhatpeoplearesaying,andmonitorhowyourteamisresponding.

Youcanintegrate:

MultipleTwitterAccounts

OneFacebookAccount(allFacebookPagesassociatedwiththeaccountarealsointegrated)

MultipleSalesforceChatterAccounts

MultipleBit.lyAccounts

6.3LaunchingStacks
StacksarelistsofsocialmediapostsfromyourRadian6topicprofile(s),orpostsonyourpersonalorcorporateTwit
ter,ChatterandFacebookpages.

AlongthetopoftheEngagementConsole,youwillseeiconsforsixdifferentkindsofstacks,asshowninFigure61:
EngagementConsoleStacks:

Figure61:EngagementConsoleStacks

TolaunchaStack:

1.ClickontheassociatediconasshowninFigure61:EngagementConsoleStacks.

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
2.Configurethestackbyselectingtheoptionsneeded.

3.ClicktheNextbuttonatthebottomofastacktoviewmoreposts.

6.4PosttoMultipleChannelsatOnce
Youcanpostasinglemessageorpieceofcontenttomultiplechannelsatonce.Thismeansyoucanpostthesame
informationtomultipleTwitter,FacebookandChatteraccounts.Toposttomultiplechannelsatoncecompletethe
followingsteps:

1.SelecttheLaunchPostingPaletteicon.

Figure62:PostIcon

2.YouwillthenbepresentedwiththePostingPalette,selecttheAccountstopostFromandinsertthePostTextthat
youwouldliketoposttotheseAccounts.

Figure63:PosttoMultipleAccounts

3.ClicktheSendbutton.

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
6.5Workflow
WorkflowoptionsintheEngagementConsoleareidenticaltothoseintheRadian6AnalysisDashboard.Theyallow
youtoAssignpoststoteammembersforfollowup,toAddPostTags&SourceTags,SetaPriority,defineEngage
mentanddefineClassificationlevels.

WorkflowoptionsaredisplayedintheToolPaletteofthelefthandsideoftheEngagementConsole.TheToolPalette
isaseriesofworkflowbuttonsthatmakeiteasytoquicklyassignworkflow.

NoteBecausetheTwitterandFacebookStacksareexternaltoRadian6,youcannotusetheWorkflowengagement
onpostswithinthesestacks.

Figure64:SummaryofWorkflowOptions

6.6NextSteps
AttendEngagementConsoleOverviewsession:

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
Registerat:Radian6TrainingCalendar

AttendConfiguringandExtendingtheEngagementConsolesession:

Registerat:Radian6TrainingCalendar

ReviewthePlaybook

WatchDashboardVideos:

AccessedintheRadian6platformundertheVideoTutorialslink:

EngagementConsoleseries

ManageEngagementConsoleStacksseries

EngagementConsoleWorkflowseries

ReadBlogsPosts:

WorkingYourWorkflow

Macro!WhatsaMacro?

ShortTipsforSharedMacros

EffectiveSkillsfortheEngagementConsole

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
INTRODUCTIONTORADIAN6
SECTION7:USINGTHESUMMARYDASHBOARD

7.1InfocubesOverview
TheSummaryDashboardisdesignedtogiveyouavisualwaytomonitorconversations.AseriesofInfocubesdisplay
importantmetricsaboutyourbrand.

Theinfocubesarearrangedintypes,whichare:

OverallStatus

Volume

Sentiment

Demographics

Influencers

Content

ViewAll

Figure75:InfocubesCubes

7.2UsingtheSummaryDashboard
WhenyoufirstopentheSummaryDashboard,thefirstTopicProfilefromyourlistofavailableTopicProfileswillload,
usingtheTodaytimeframe.

Figure76:TimeFrame

OtherTopicProfilesthatyouhavesetupintheAnalysisDashboardwillbeavailableinthedropdownlistforyouto
select

1.Clickonanewtab(+).

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
2.OpennewTopicProfilesfromthedropdownlist.

3.Selectthetimeframeyouwouldliketosee.

4.InfoCubeswillpopulatewithdata.

5.ChoosetheviewyouwouldliketoseefromthetopmenuorchooseViewAlltoseeallthesectionsatonce.

7.3NextSteps
AttendaReportingandAlertssessiononline:

Registerat:Radian6TrainingCalendar

WatchDashboardVideos:

AccessedintheRadian6platformundertheVideoTutorialslink:ReportingandAlertsSeries

SummaryDashboardConfigurationView

ReadBlogPosts:

StartingOutwiththeSummaryDashboard

Realtime&Summarized:IntroducingMobileApplicationandSummaryDashboard

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6
INTRODUCTIONTORADIAN6
SECTION8:MANAGEUSERROLES

8.1RolesOverview
UserrolesgiveyourteamthepowertodefinestructureanddeploytheRadian6platformacrossvaryinglevelsof
responsibilityandneed.YousetuptheuserrolesontheAnalysisDashboard.

Table81:UserRolesDefined

UserRoles Privileges
SuperUser ThisisthemanagingUserRolethattakesontheroleofadministrator.
FullUser AFullUserhasfullaccesstotheentiresystem.Youcancreateand
configuretopicprofiles,createandadjustwidgets,andhaveaccessto
theEngagementConsole.Thisisagreatuserroleforsmallerteamsin
whicheveryoneneedstodoalittlebitofeverything.
Requisitioner ARequisitionerhasthesamerightsasaFullUser,exceptthatwhen
theytrytocreateanewTopicProfile,theywillseeamessageinform
ingthemthatapurchaserequestfortheTopicProfilemustbesentfor
approval.Thisfeatureisespeciallyusefulifyouneedthepurchaseof
TopicProfilestobeapprovedbyonespecificpersoninyourorganiza
tion.
Readonly ApersonwithReadOnlyaccesscanonlyviewtheresultsonthe
Radian6AnalysisDashboard.Youcansetuphighlevelexecutiveswith
theseaccountsandhaveyoursocialmediamanagermoveorcopy
dashboardstothem.Theexecutivethenonlyhastologintogeteasy,
realtimereports.
Agenciescansetupreadonlyuserrolesforclientssotheycanlogin
andseetherealtimestatsidentifiedasimportantforthem.
DashboardUser ADashboardUsercanadjustwidgetsandhavefullcontrolovertheir
dashboard,buttheycannotcreatenewTopicProfilesorreconfigure
existingTopicProfiles.ThisroleisonestepupfromaReadOnlyUser.
DashboardUserRolescanaccesstheEngagementConsole.
EngagementConsoleOnlyUsers TheseusersonlyhaveaccesstotheEngagementConsoleandcannot
logintotheAnalysisDashboard.Thisuserroleisperfectforlarger
organizationsthatwanttohavealltheiremployeeslisteningorengag
ing.

www.radian6.com
1 888 6RADIAN (1 888 672-3426) Copyright 2012 Salesforce Radian6