Monitoring mentions quickly produces a large volume of material but little understanding. A consistent taxonomy helps the team distinguish who is speaking, about what, with what intention, and whether action is needed.
Separate topic from attitude
The subject of a conversation is not the same as its sentiment. Keep product, service, price or employer separate from positive, neutral, negative or ambiguous attitudes.
Add intent
Distinguish questions, requests for help, comparisons, experiences, humour and allegations. Intent determines who should see the mention and whether a response is needed.
Record reach without overestimating it
Note scale, speed of spread and network, but do not overlook a small signal with high severity. Priority combines impact and risk.
Train on ambiguous examples
Sarcasm, local language and reposting can confuse automated classification. Keep examples and a process for human correction.
Connect categories to action
Every significant pattern should lead to an owner, a response deadline or a product update. A taxonomy earns its value by changing operations, not just the dashboard.
This framework is an original editorial methodology developed by DigitalNow.