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2. 2 HCL’S Corporate listening office provides consulting, customer and marketing services along with user generated content (UGC) moderation and brand protection services around the clock. The USP of this application is that all views and feedback are valued and worked upon instantly and each view would be answered. Manual intervention is one aspect that ensures the authenticity of this application. It’s all about receiving feedback and doing a sentimental analysis, coding those sentiments and forwarding that to the concerned organization. We regularly monitor and moderate user generated content on all social networks Facebook, Twitter, Google+, YouTube and Pinterest) news media, advertising campaigns and forums Everyday thousands of people are talking about any organization and it is important to be a part of the conversation as a proactive measure. It is also a feedback system, which helps in understanding the shortcomings of various facilities, marketing strategies, and customer service. Overview

3. BuildBuildEngageEngageMonetizeMonetize Social Competitive Index Social Media Monitoring Sentiment Analysis Best Practices in Social Media Personalize Social Experience Social API’s Content Coding Workflow Capability Real Time Social Feed Semantic Analysis Customer & Host Feed Segregation Content Curation BI Reports Work Status Indicator Outbound Communicati on Operational Reports Campaign Tracking Customer Profiling Competition Analysis Personalized Targeting Customer Churn Process Flow

4. Copyrights Libel Corporate secrets Require log-in to participate, Be aware of community members Members should agree to the terms.(What is and what not allowed) Know your brands weak points and know the response Identify risks to Image Publish public terms of use and community rules Identify potential liabilities Require registration where possible Best Practices-access the risks

5. 3 Big questions

6. Pre VS Post Moderation Advantages-No risk of Inappropriate content. Disadvantages-No Interaction, communication, High Investment. Advantages-Increases Productivity and Liveliness. Disadvantages-Risk of Inappropriate content.

7. Automated Vs Manual

8. 8Manual

9. Internal Vs Outsourced Moderation

10. Case studies

11. Other Popular 3 rd Party Vendors

12. HCL’S Content moderation Solution Providing moderation is challenging due to sheer volume, multiple pages, round-the-clock coverage needs, or the juggling of numerous languages. HCL’s corporate listening office can provide Manual content reviewing and Forum moderation. Appropriate monitoring and well-timed review to customer queries/complaints/compliments and other issues can turn the entire online experience around for the customers as well as the organization. Content monitoring in fact, acts as a Risk Management tool, enabling the timely response to recover any threats posed to reputation.

13. 13 For more information please contact: hclb.SocialMediaCOE@hcl.com That’s how we do it