What the words mean, and what we do with them
The vocabulary of reputation and media monitoring, explained. Four questions each time: what it is, who it is for, why you would do it, and what Reptor does about it.
These pages exist because the market uses the same words for different things. Where we quote a figure, we say how it was calculated.
Reputation monitoring
Reputation monitoring is the continuous tracking of what is said about an organisation, across every channel where that happens, weighing each mention for sentiment and for relevance. It does not produce an opinion but a picture: who says what, where, when, and whether it matters.
Read onShare of voice
Share of voice, commonly abbreviated to SOV, is the portion of attention within a topic that goes to your brand rather than someone else's. It is a ratio, not a count: not how often you are talked about, but how often that happens set against every time the topic is discussed at all.
Read onSocial listening
Social listening is tracking what is said about an organisation, a brand or a subject on social channels, including when you are not tagged. It is about the pattern across those posts, not about replying to one of them.
Read onReview monitoring
Review monitoring is tracking what customers write on rating platforms, weighing each review on its own rather than adding them up into an average. It is the only reputation channel where the customer writes the text. That weighs more than most mentions.
Read on