Media monitoring

At Meltwater, we enable our clients to harness external data – the unstructured public domain of editorial and social media. We turn these into data-driven insights that guide organisational decision making. Helping our clients gather, analyse, and then distribute those insights, internally and externally via a blend of software.


  • Social media management:Draft, schedule, publish content, respond and analyze
  • Media monitoring:Search results, realtime, +320,000 Editorial-sources, AI, machine learning
  • Social media monitoring:Search results, real-time, Boolean, AI, machine learning
  • Press outreach:Draft, schedule publish and measure
  • PR attribution:Measure sites that are driving traffic to websites
  • Reports and Analytics: On-demand dashboards, real-time, online sharing, custom reports
  • Newsletters:Share insights in a branded newsletter, based on Social&Editorial media
  • Mobile applications: Analytics, push notifications, Issue alerts, content sharing


  • Manage or your social accounts from one place
  • Monitor brand, competitors, products, audience
  • Send Press releases and Measure your PR results
  • Quantify the PR value as a result of your work
  • Insights and conclusions based on Editorial and social media
  • Share insights internally and externally via e-mail or shareable dashboards
  • All content and insights available in mobile devices


£5000 per licence per year

  • Education pricing available
  • Free trial available

Service documents


G-Cloud 11

Service ID

9 8 4 0 3 4 2 9 8 1 9 4 4 9 6



Nicolas Westdahl


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 aaccount. API calls can be returned in XML or JSON.
Compatibility with Data Management Platform (DMP)
Cloud deployment model
Private cloud
Service constraints
System requirements
  • Web browser
  • https access

User support

Email or online ticketing support
Email or online ticketing
Support response times
Monday - Friday 0800-1700
User can manage status and priority of support tickets
Phone support
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

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
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
Export possibilities are available via API, RSS, Excell, CSV and PDF.
End-of-contract process
The base license is highly customizable and includes:
One Media Intelligence platform
Local or global content
Editorial or/and social media
x amount of users
x amount of searches
x amount of Dashboards - Online shareable dashboards
Free amount of Ad-hoc searches
Tagging and archive features
Sharing opportunities via e-mail and social media channels
E-mail alerts, Issue alerts
Mobile application
Support and Education
Optional services
Influencer database - Journalist database with outreach function for press releases
Social engagement - Connect your social accounts
Automated and printable media reports
Social media influencer database

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
The mobile application is intuitive and has all the major features but is limited in regards to press outreach.
Service interface
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
What users can and can't do using the API
All documentation for API is kept in our developer portal:

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.

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.

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
API documentation formats
  • HTML
  • PDF
  • Other
API sandbox or test environment
Customisation available
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.


Independence of resources
All systems are monitored by automated scripts. 24/7 support (Technical Support and Operations Engineering team across 4 global time- zones). 3-tier escalation policy.

Hot standby cluster with 14 days of data (compared to 6 months in the live cluster). Data is logged and logs are kept 6 months, so the data can be replayed to a restored live cluster.
Daily and weekly backups with onsite/offsite storage


Service usage metrics
Metrics types
Content flow
Media exposure
Social Reach vs Social Volume
Top Posters by Reach
Top Social Posts
Sentiment value
Share of Voice (SOV)
Social Reach
Potential Reach
Top Posters by Volume
Top Sources
Most used language
Geographical spread
Topic Momentum
Trending Themes
Trending over time
Google Analytics
Advertising Value Equivalency
Social engagement
Latest activity by source
Mentions/day average
Top hashtags
Social eco
Article Duplicates
And more
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
User control over data storage and processing locations
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
Encryption of all physical media
Data sanitisation process
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
Data import formats
Other data import formats

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 2019 Meltwater achieved 100%
In 2018 Meltwater achieved 99.92%
In 2017 Meltwater achieved 99.94

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

Identity and authentication

User authentication needed
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
Who accredited the ISO/IEC 27001
UKAS Management Systems ISO/IEC 27001:2013
ISO/IEC 27001 accreditation date
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
CSA STAR certification
PCI certification
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
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 company Executive Director is ultimately responsible for security (see Named board-level person responsible for service security).

Our security policies cover both internal systems and research & development (application and platform development).

The Sr Director of IT is responsible for internal systems.

Meltwater employs a Security officer. This officer manages a security guild staffed by members from across Product and Engineering. The Security officer is responsible for managing security policies. The Security officer also acts in an advisory capacity to senior management on communications related to any security risk or breaches working with all necessary parties as required i.e. data centre and cloud providers, legal representatives and so on.

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
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


£5000 per licence per year
Discount for educational organisations
Free trial available
Description of free trial
The trail is tailored to the client needs.
It can include a few demo searches, e-mail alerts, Issue monitoring and analytics presented in a tailored dashboard.
The trial period is limited to a few days.

Service documents

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