Mentions and competitor research

Community Manager examines captured mentions with the channel, author, public URL and recorded sentiment available. A mention may be a direct reference, keyword match, tag of the account or reply to a post. Its assigned person and triage state help the team decide whether it needs a response, escalation or no further action.

Competitor research keeps a separate record of monitored accounts and their captured public posts. Marketing Manager can inspect the content and observed engagement counts with both publication and capture times visible. The account’s tier provides context for why the team follows that source.

• Triage the mention. Community Manager opens the source URL and reads the captured text before deciding the next action. Retain the responsible person as the case moves from New to Triaged or Escalated. The sentiment label helps organize review but the actual content still needs attention.
• Link a direct conversation. When follow-up belongs in the inbox, keep the mention associated with the relevant message. The inbox thread retains its own response and delivery evidence. A triaged mention should not be mistaken for a completed external response.
• Read competitor observations in context. Marketing Manager compares the captured post, account and observation time. Likes, shares and comments describe what was observed at that capture. Use the public URL to identify the source content being discussed.

Agree which account references and keywords the team wants to examine, and name the Community Manager responsible for triage. Define when a mention should be linked to an inbox conversation or escalated to Marketing Manager. Use the recorded sentiment as a review aid rather than a substitute for reading the text.

Choose the competitor handles and the reason for their tier. Agree the source that supplies research records and how capture timing affects comparisons. A recent post and an older post may have had different exposure before their counts were observed, so retain both dates during the discussion.

Use a captured public mention about a launch post. Community Manager checks its source URL and decides that the author needs a direct answer. Link the appropriate inbox conversation and follow the response there. Ask another team member to distinguish the mention’s triage state from the reply’s delivery outcome.

Next, inspect a competitor announcement captured soon after publication and another captured much later. Marketing Manager should identify the observation windows before treating the recorded engagement counts as a fair comparison. Keep the public source and account visible when discussing the content.

Finally, inspect a mention with negative sentiment whose text raises a product question rather than a complaint. The team reads the content and chooses the appropriate handoff. The recorded label remains context for that decision, without determining the response on its own.

• Mentions to Triage — New, triaged and escalated public discussion with assigned responsibility.
• Competitor Research Feed — Captured content with source links and observed counts.
• Open Inbox — Direct conversations associated with public follow-up.

Use Inbox and mention response and Campaign performance review.