Meltwater

Meltwater: Social Media Monitoring & Social Media Analytics

Meltwater Explore, is a real-time social media monitoring, social media listening, social media analytics, consumer insights, and consumer intelligence database. It provides the largest unsampled social media listening archive, with the broadest number of social media channels.

Data is updated in real-time and includes all major social media networks

Features

• Unlimited queries / searches and Unlimited results
• No data caps, No sampled data and Full historical data
• Instantaneous search results, no delays to backfill historical data
• Dedicated Account Manager, Live chat, support and Online help centre
• Customisable analytics & dashboards,
• AI signals, to surface critical events immediately
• Audience segmentation
• Influencer identification
• Live exports, including via APIs
• Desktop and mobile applications

Benefits

• Research topics, including people, events, organisations, brands etc.
• Understand what is being said, where it takes place?
• Who influences the conversation?
• Measure the sentiment, benchmark against similar entities .
• Understand how topics evolve over time, AI mobile and alerts
• Manage your reputation, and plan social media responses; campaigns
• Understand and report the owned&earned impact of your campaigns
• Identify, manage&respond to customer care complaints and reputational challenges
• Crisis-detection and crisis-management by surfacing critical events in real time
• AI reporting to prioritise insights and reduce in tool time

£14,000 a licence a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders.emea@meltwater.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

727257327443919

Contact

Thomas Lloyd
+44 (0) 203 514 4909
tenders.emea@meltwater.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Our data can be accessed via API or RSS including connections to BI tools such as Domo, Tickr, Google Studio, Microsoft Dynamics and Tableau, MailChimp, Google Docs, Slack and Salesforce or a Zapier account. API calls can be returned in XML or JSON. ; Compatibility with Data Management Platform (DMP)
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • Web browser
  • https access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: 24/7
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: A user can ask questions about functionality and support connected to the tools via an in-app chat feature
• Web chat accessibility testing: We have approximately 30 000 clients that have access to the web chat function.
• Onsite support: Onsite support
• Support levels: We provide Account setup, Implementation, Training&education, account management incl. technical support and engineering advice/recommendations and ongoing support. ; All support fees are included in the subscription.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: From the start of our cooperation, you will receive an Implementation manager that is responsible for the Initial setup of search profiles; keywords, search strings and queries for all content channels and markets. All based on your requirements. Initial setup of dashboards and analytics; Initial setup of reports. - Implementation manager’s responsibility; Once initial setup is complete onsite training for all teams on how to use platform. - Implementation manager’s responsibility ; On-going named account manager for all levels of support and to align with Nikon’s business goals and requirements to ensure partnership success; Provide ongoing support to help refine the profiles to ensure accurate data capture - Account Director responsibility ; Share best practices around media management, analytics and marketing. - Account Director responsibility ; Live Chat 24/7 within system for any immediate assistance - Client support
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Export possibilities are available via API, RSS, Excell, CSV and PDF.
• End-of-contract process: Up until the end of the contract the customer is allow to export as much data from the platform as they wish. ; ; For example exporting any raw data, search criteria, analytical dashboards etc.; ; Once the contract has expired the customers users will no longer have access to the platform and all content shall be deleted from the account.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The mobile application is intuitive and has all the major features
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Yes, the interface allows you to stay on top of billions of conversations across editorial, broadcast, and social media channels. The interface will efficiently and effectively help you sift through news stories, social media postings, and many other media types so that you can monitor everything relevant to your brand, competitors, and industry. Our; AI-driven media monitoring technology, in conjunction with our database, provides our clients access to content on a local, national, and global level.; Clients can customize the service to their needs to better understand their return on investment and results and focus on the relevant metrics.
• Accessibility standards: None or don’t know
• Description of accessibility: The service can be accessed via a secure webpage, email, newsletter, and mobile devices.All pages are Titled and Consistent Navigation is used as well as Consistent Identification.Users can zoom (200%), enlarge text and visualize data in graphs. All functionality of the content is operable through a keyboard interface. Pre-recorded Audio is available for educational purposes. Colour can be selected for stronger visualization with a contrast ratio of at least 4.5:1. Timing Adjustable: 20 Hour Exception. Language of Page can be adjusted and Error Identification and Labels are provided when content requires user input.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: All documentation for API is kept in our developer portal: https://developer.meltwater.com ; ; In short:; Out of the box connections to BI tools such as Domo, Tickr, Google Studio, Microsoft Dynamics and Tableau ; Link Meltwater to other platforms such as e.g MailChimp, Google Docs, Slack and Salesforce. Responses to the API calls can be returned in either XML or JSON format.; ; STREAMING API; Provides a continuous stream of document for your searches in the Media intelligence platform. Like an automatic Newsfeed with more metadata i.e. sentiment, keyphrases etc.; ; EXPORT API; Provides a dump of data for your searches in the Media Intelligence platform for a specified date range. Like a recurring CSV/Excel export that pulls large amounts of data on a predetermined timing.; ; For set up the service please see our developer portal ; Changes and limitations are described in the developer portal
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: What can be customized:; Users and uses-rights, dashboard, analytical functions, KPI visualization, Search queries, Issue alerts, news tickers, date range, languages, colors. ; Users customization is handled by the users. The users have high flexibility to alter the interface to reflect his/her needs. The user will, therefore, only be exposed to relevant analytics and insights.

Scaling

• Independence of resources: Meltwater's systems are setup to autoscale (both up and down), monitored and alerted. 24/7 support (Technical Support and Operations Engineering team across 4 global time- zones). 3-tier escalation policy.

Analytics

• Service usage metrics: Yes
• Metrics types: AVE / Google Analytics / Heat Map / Media Exposure Line / Total Media Exposure / Social Reach vs Social Volume / Top Posters by Reach / Top Social Posts / Top Social Echo / Potential Reach / Sentiment / Sentiment by Source / Share of Voice / Social Reach / Top Posters by Volume / Trending Themes / Top Locations / Trend by Source Type / Top Entities / Emotional Comparison / Top Hashtags / Top Twitter Authors / Top Blogs / Top Subreddits / Top Forums / Demographic & Bio data on Twitter Audience.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Raw data; Export data via API, RSS, Excel, CSV, PDF, JPG, XML, JSON, ; ; Structured data; The data can be digested via issue alerts, emails, push notifications, mobile applications, Dashboards, Analytical insights presented in online presentations or downloadable presentations.
• Data export formats:
  • CSV
  • Other
• Other data export formats: API, RSS, Excel, CSV, PDF, JPG, XML, JSON,
• Data import formats: Other
• Other data import formats: RSS

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Platform Availability SLA is 99.9%; Q1 2020 Meltwater achieved 100%; 2019 Meltwater achieved 99,93%; 2018 Meltwater achieved 99.92%; ; This is calculated as Maximum Available Minutes in the calendar month less Downtime divided by Maximum Available Minutes in the calendar month.; ; “Downtime” is the total accumulated Deployment Minutes during which the platform is unavailable. A minute is considered unavailable when there is no connectivity throughout the minute.; ; SLA Exclusions:; 1. Maintenance Events scheduled in advance are not included in downtime calculations.; 2. SLA’s do not apply where unavailability or inaccessibility to the platform is caused by factors outside of our reasonable control, including any force majeure event or Internet access failure
• Approach to resilience: This information is available upon request and can be provided by our Security team.
• Outage reporting: A public dashboard: This is managed via a platform Status Page that is accessible from within the application but also externally Email alerts: ; ; Clients can subscribe to email alerts for individual events or to the Status Page to receive email notifications for all events; ; Status page found here - https://status.meltwater.com/

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: Application Usernames, Passwords, Admin Rights; ; SSO Support: SAML Integration
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS Management Systems ISO/IEC 27001:2013
• ISO/IEC 27001 accreditation date: 08/03/2013
• What the ISO/IEC 27001 doesn’t cover: This certification was not directly for meltwater but for our Data Centre services provider.; ; Our cloud services provider, AWS, is SOC III compliant.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: Our Data Centre vendor is ISO-27001 certified; Our Cloud Services provider, AWS, is SOC III compliant
• Information security policies and processes: "Meltwater VP of Engineering and Executive Director team is ultimately responsible for security.; ; Our security policies cover both internal systems and research & development (application and platform development), and spot checks are performed where automation cannot enforce policy requirements.; ; Meltwater employs a Security Team of 10 people managed by VP of Engineering. "

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Meltwater has a robust software development life cycle (SDLC), including peer review for code changes, manual and automated code scanning, both automated QA testing and dedicated QA employees, and a staging environment with anonymized customer information. Once software is approved for deployment, a rollback plan is created, approval is granted, and the deployment is actively monitored and tested by employees before being declared complete. Policies and procedures are established for management authorization for changes, development or acquisition of existing or new applications, systems, databases, infrastructure, services, operations and facilities
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Formal risk assessments are aligned with the enterprise-wide framework and performed at least annually determining the likelihood and impact of all identified risks, using qualitative and quantitative methods.; ; Impact associated with inherent and residual risk is determined independently, considering all risk categories including audit results, threat and vulnerability analysis, and regulatory compliance and so on.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Security threat detection systems using signatures, lists, or behavioral patterns are updated across all infrastructure components within industry accepted time frames.; ; Network-layer, Application-layer, local operating system layer vulnerability scans executed regularly based on industry best practices; Application-layer vulnerability scans executed regularly based on industry best practices; ; Capability to rapidly patch vulnerabilities across all of computing devices, applications, and systems
• Incident management type: Supplier-defined controls
• Incident management approach: Meltwater maintains a pre-defined process for managing incidents by impact and severity. This process includes situation, technical and communications management.; ; Users can report issues via In-app via chat, in-app ticket or ticketing system via email. ; ; Incidents reports are sent via in-app or through ticketing system via email.; ; For issues that have a broader impact, Meltwater maintain and application Status page that all users can access in-app or directly. Users can also subscribe to email notifications from the Status Page.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Careful consideration for the environment and our planet is in our very DNA. The first server farms of Meltwater were made from recycled computers destined for the landfill, and when Meltwater was founded in 2001, we were disrupting an industry that had been paper-based for over a century by providing an electronic, online solution.; ; Meltwater is committed to evaluating and improving our environmental performance, providing our customers with paperless business intelligence solutions, preventing pollution by striving to use teleconferencing facilities instead of promoting travel, and complying with all environmental legislation, regulations and codes of practice relevant to the industry sector in which we operate.; ; We include environmental factors in our decision making process for vendors, partners, and suppliers. We are proud to partner with AWS as our cloud-vendor today, a company that has committed to powering their operations with 100% renewable energy by 2025.; ; These actions are just the start. Meltwater has created a Global Green Council for employees with a background and passion in environmental sustainability to develop policies that will lessen the impact we have on the environment as a company. The council leads the conversation and education around sustainability, creating a shared model of responsibility where Meltwater leaders and global teams are considering climate change impact when making business decisions and are involved in ongoing conversation and education about environmental issues.; ; We include environmental factors in our decision making process for vendors, partners, and suppliers. We are proud to partner with AWS as our cloud-vendor today, a company that has committed to powering their operations with 100% renewable energy by 2025. We select IT vendors for example in specific geographies in an attempt to reduce the shipping journey and thus environmental impact.
• Covid-19 recovery:

  Covid-19 recovery

  Throughout the COVID-19 pandemic Meltwater observed the government guidance to work from home and implemented processes for the whole organization to safely and effectively work from home. Necessary support was provided to employees that needed to expense any equipment / office supplies in order to efficiently work from home and all meetings moved to web conferencing.; ; Even though working from home policies are no longer in place by the government, Meltwater has enforced a hybrid model where employees who wish to work from home can and those who wish to come into the office will be supported. ; ; Meltwater’s office conditions observe social distancing measures including the use of Enterprise Sapce Management Software ZYNQ to ensure all employees book their respective desks so we can manage numbers within the office so overcrowding does not occur.; ; Within the Meltwater office, one way systems are observed, hand sanitizer provided in multiple locations and divider screens to stop the spread of COVID19.; ; Meltwater regularly partners with nonprofits in the markets in which we work to volunteer and address the needs of the local communities that we operate in. Employees partner with local non-profits through volunteer days, and the company makes corporate donations to nonprofits with missions that are important to our teams around the world. This is in addition to the $2.5million USD that is given as annual funding to the Meltwater Foundation supporting MEST.; ; These are some of the ways that Meltwater shows a commitment to our people and those in our communities, but we are also committed to continuous improvement and expanding these programs in order to have a greater impact. Meltwater conducts an annual Employee Engagement survey to benchmark employee sentiment around key issues and track where we are doing well and where we can still improve.
• Tackling economic inequality:

  Tackling economic inequality

  In 2008, Meltwater’s founder Jorn Lyseggen founded MEST based on the principle that “talent is everywhere, but opportunity is not.”; Leveraging our core strengths as an innovation leader, Lyseggen chose to invest in innovation on the African continent, an area of the world that historically has been underserved and underfunded, and launched a technology training program to fuel the next generation of African entrepreneurs.; ; MEST, Meltwater’s non-profit arm, is an Africa-wide technology training program, internal seed fund, and network of hubs offering incubation for technology startups in Africa. Founded in Ghana in 2008, MEST provides critical skills training, funding, and support in software development, business, and communications to aspiring tech entrepreneurs. Beyond tech and entrepreneurial skills training, MEST Africa provides a real-world advantage to entrepreneurs through funding, business incubation, and access to a global tech network. MEST has launched numerous successful startups that have gone on to receive follow-on funding and admission to the world’s top tech accelerators, has hosted guest lecturers from Fortune 100 companies, and counts Mastercard Foundation, Microsoft, and 500 Startups among its partners.; MEST is a fundamental piece of Meltwater’s history and culture. Each year Meltwater employees visit MEST and participate in onsite and virtual mentorship programs where they lend their professional expertise in tech, sales and marketing to the entrepreneurs and portfolio companies.; Learn more about MEST at meltwater.org.
• Equal opportunity:

  Equal opportunity

  Creating a diverse, equitable and inclusive organization is a key focus for Meltwater. Our DEI efforts are organized around key objectives including training & education, recruiting, inclusive culture and leadership diversity and accountability.; ; Meltwater supports a number of employee-led Affinity Groups who drive inclusion and education across the organization.; ; mPowered, is Meltwater’s multi-cultural affinity group with chapters in the Americas and Australia. mPowered promotes inclusion through discussion, education and advocacy. The group provides a forum for employees to discuss issues that affect underrepresented groups and strives to create a culture where employees feel their voice is heard, their opinions are valued, and that they can be a part of positive change. The group has held numerous DEI workshops, trainings, and speaker sessions since its inception in 2020. ; ; The EMEA DEI Council is an employee-led task force that works on market-specific initiatives across the region to foster education, discussion, and advocacy on DEI issues. The council has rolled out trainings and leadership sessions across the region on topics such as cultural sensitivity, diversity-based business coaching, and more. ; The Women in Tech Initiative is a global community spanning all regions at Meltwater which invites in industry-leading speakers and creates an environment to share ideas, discuss topics that genuinely matter and build a mutual learning exchange.; ; The initiative has seen speakers from Coca-Cola, Nike, and Google, and is led by a team of ambassadors spanning the globe.
• Wellbeing:

  Wellbeing

  In order to support mental and physical health of the workforce Meltwater has invested in a global partnership with the software company Calm. Calm provides access to mental health support and meditation products for all employees. ; ; Additionally, a global partnership has been formed with AARMY, a global fitness brand, who curated a 5-part bespoke digital employee fitness program for everyone to complete.; ; In the UK, Meltwater employees have health insurance with Vitality as well as a cash benefits programme with SimplyHealth. This combination of services provide everything from reimbursed physiotherapy and dental care as well as discounted gym memberships and healthy food option subscriptions. ; ; Since moving to a hybrid working model and based on the recent employee survey Meltwater has made the decision to invest in the office space where there were high “return to office” response rates. This investment will come in the form of new, environmentally friendly office space with the best interior equipment including ergonomic furniture and standing desks.

Pricing

• Price: £14,000 a licence a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders.emea@meltwater.com. Tell them what format you need. It will help if you say what assistive technology you use.