Critical Mention provides real-time global broadcast monitoring that includes searching, alerts, editing, viewing, sharing, reporting and self-service downloads in web and broadcast quality.
Packages are customized to need and budget, with prices ranging from $1,500 for basic national coverage to $9,500 for global content, downloads, and additional functionality. Discounts are available for limited content sets, multiple users, and multi-year agreements.
Ashley Pettit, communications analyst at Southwest Airlines, has been using it since 2008.
How do you use it?
Every morning, we log into the dashboard and review all the broadcast news coverage that's filtered in through our Southwest Airlines search results. Because we usually have so much coverage, we pull a sampling of clips we want to share and create a “web report” that we share via email with our communicators and company leaders.
It's all self-service, so we can look at coverage, edit every clip, add to the web report, and archive clips for future use on Critical Mention's dashboard.
If we need technical support we call our account manager, who is almost always available by email or phone. If we can't get him, we email customer support with urgent matters.
How does it serve your business needs?
In addition to daily monitoring, it's been really helpful for monitoring and sharing broadcast coverage of special events or crisis situations. It's easy to create project-specific reports. For example, we just celebrated an anniversary in Houston so we pulled all the local coverage to share with the team at headquarters in Dallas. It's a great way to tap into what's going on at local levels.
It is also a great resource when we're media training our spokespeople and executives. We download interviews and clips and file them to use in recurrent media training.
How does it integrate with your existing infrastructure from an IT standpoint?
It is web based, so we just log on.
But we did integrate it with our Vocus dashboard. When we signed on with Critical Mention, its IT people and Vocus' IT people worked with us to feed the broadcast coverage into the Vocus dashboard. At the time, Vocus didn't have broadcast.
So when we need to analyze a campaign or project we get the full picture of print, online, and broadcast news in our Vocus dashboard, because that's where we do most of our analytics. We do day-to-day monitoring in the Critical Mention dashboard.
They integrated the two dashboards really quickly and seamlessly.
What are the main benefits?
It allows us to stay connected with our brand at a local level.
It is really easy to use.
The self-service functionality and ability to edit and download clips any time serves our fast-paced team. At any time of day, as soon as something airs we're able to share it.
What are the main drawbacks?
No drawbacks. No complaints.
What would you like to see improved/added?
Right now it works best on a desktop. A mobile version that would make it easy to download clips and share them on the go would be really helpful.
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