Meltwater

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.

Features

  • 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

Benefits

  • 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

Pricing

£5000 per licence per year

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 11

984034298194496

Meltwater

Nicolas Westdahl

+44-20-3514-4909

nicolas.westdahl@meltwater.com

Service scope

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 No
System requirements
  • Web browser
  • https access

User support

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 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 No

Onboarding and offboarding

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 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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
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 but is limited in regards to press outreach.
Service interface Yes
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

Scaling
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

Analytics

Analytics
Service usage metrics Yes
Metrics types Content flow
Geo-density
Media exposure
Social Reach vs Social Volume
Top Posters by Reach
Top Social Posts
Sentiment
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
Trends
Google Analytics
Advertising Value Equivalency
Social engagement
Latest activity by source
Mentions/day average
Top hashtags
Prominence
Relevance
Social eco
Article Duplicates
Demographics
Gender
Age
And more
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
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 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-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

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

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

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

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
Other security certifications No

Security governance

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 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

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

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

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £5000 per licence per year
Discount for educational organisations Yes
Free trial available Yes
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

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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