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13 Δεκ 2013 (πριν από 3 χρόνια και 7 μήνες)

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DRAFT Social Media Management Interface

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Social Media
Management Interface Project

DRAFT
Statement of
Work


1.

Background Information


The Food and Drug Administration’s (FDA’s) mission is to protect the public health
by regulating and ensuring the safety of foods, drugs, cosmetics, medical devices
and
tobacco products.

FDA

accomplish
es

its mission, in part,

by building effective
internal and external interactions to provide timely, accurate, and useful information
through both traditional and social media channels.

FDA has
W
eb
-
based

social
media

technologies to reach audiences that prefer to receive the latest drug
information in a variety of
contemporary
media formats. Currently offered
W
eb
-
based technologies include:




Twitter


www.twitter.co
m/FDA_Drug_Info




Video Podcasts
(Drug Info Rounds program )



series of training videos
for practicing clinical and community pharmacists:
www.fda.gov/druginforounds



Audio Podcasts


emerging safety inform
ation about drugs in
conjunction with the release of new Drug Safety Communications:
www.fda.gov/Drugs/DrugSafety/DrugSafetyPodcasts/default.htm



ListServ



communicati
ng the latest drug information by email:
https://service.govdelivery.com/service/subscribe.html?code=USFDA_19


The following are tentative
W
eb
-
based technologies

not yet
offered

by
FDA
:



Blog



Communicating the latest
drug information through a blog
format.



Facebook



Communicating the latest drug information through a
Facebook page.



Pinterest
-

Communicating the latest drug information through a content
sharing service
,
specifically allowing users to “pin” content to a
“pinbo
ard”.


2.

Objective


The

purpose

of th
is solicitation is to procure
a commercial social media
management
and
monitoring service

to streamline management
and monitoring
of multiple social
media platforms
.


3.

Scope
:


The scope of this solicitation is to
procure

a solution for a
social media management
and monitoring service

with the following salient functional characteristics
:



A.

General


DRAFT Social Media Management Interface

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4


a.

S
ocial media monitoring capabilities to be part of same
console/inte
rface as the social media
management dashboard;
however, not a requirement.

Can be two separate
consoles/interfaces.

b.

The console
(s)

should be simply formatted and easy to use and
compatible with both Internet Explorer and FireFox at a minimum
.

c.

Supports En
glish language at a minimum. The offeror shall list any
a
ddi
tional languages supported.

d.

Data should be easily segmented and manipulated as needed. The
tool should provide all the aggregating for

FDA

to easily review,
share, and analyze. All data, measurem
ents, and metrics can be
exported for advanced data analysis if needed.

e.

Archive Historical Data: Ninety (90) days of immediate historical
data is available, and long
-

range historical data is available upon
request. Every month, historical data accrues in

an unlimited
archive which
FDA will be able to access

analyze, and report
.
As
software(s) are to be hosted by the FDA,
storage of archived data
will ultimately be the responsibility of the Agency.

f.

Simple sharing of data
: Copy FDA dashboard(s) to colleagu
es to
show
them data, etc.


B.

Social Media Monitoring Capabilities


a.

High
-

level view:
FDA

should be able to oversee and manage all
aspects of social media monitoring from single dashboard. Have
method of fully integrating listening and measurement for a
“co
mplete reporting picture” on all FDA social media activities.

b.

Comprehensive coverage: should scan blogs, vi
deo and image
sharing sites, discussion boards, and social media platforms.
Data
should be delivered in real time.

c.

Provide a crawler that goes beyo
nd simple RSS feed tracking. The
crawler should track digital mentions across all forms of media and
content across the internet.

d.

Social Media Metrics: ability for
FDA

to search keywords/phrases
to identify
FDA
topics along with related measurements and
m
etrics. Measurements/metrics are dynamic and dependent on
queries inputted by
FDA

(i.e. in the context of Twitter, will
measure Twitter followers, ReTweets, etc).

e.

Look specifically at influencer data
-

in aggregate or by media type
-

to understand the influ
ence of the online communities, what
they’re saying, and where DDI can find them across the web.

f.

Automated Sentiment Analysis:
first glance if FDA

topic (or other
keyword inputted by
FDA
) is positive, negative, or neutral. Should
analyze and identify tren
ds around sentiment and understand
movement over time.


DRAFT Social Media Management Interface

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g.

Workflow management:
notification
/assignment of post to team
members for efficient review and response. Add notes for context
and internal communication, flag priority and categorize posts in a
taxono
my that makes sense for FDA business.
Add post and source
tags to set up an “online caller ID” system and use those tags to
segment FDA response analysis and reporting.


C.

Social Media Management
Capabilities


a.

S
upport
s Twitter

and Facebook

at a minimum
.

Th
e offeror shall

list any a
ddi
tional social media platforms
(i.e. Google+)
and/or
W
eb
-
based technologies (i.e. online videos
, RSS Feeds, etc
) that
may also be supported.

b.

Advanced
Post/Tweet/Comment (PTC)

functions
: schedule PTCs

in advance
, ability to PTC
directly from tool, geo
-
targeting of
PTCs, etc.

c.

Internal capabilities
:

notifications of new PTCs, multiple user
roles/accounts
, workflow management, etc.

d.

Analytics:
Provides detailed view of users’ usability and traffic of
FDA

social media platforms and
Web
-
based technologies
(including mobile)
.
Can track inbound links and sources to
understand the data behind the data, and connect the dots around
FDA
’s social media activity.

e.

O
utput of activity graph
-

timeline of customer activity to help
determine most
optimal time(s) to PTC.

Please also specify other
tools which may be used

by FDA to determine most optimal
time(s) to PTC and/or

improve FDA
platforms and
web
-
based
technologies
.


f.

Allows data segmentation, manipulation, and exportation for
advanced data a
nalysis.
Ple
ase specify what tools are available for
such activities.


D.

URL Shortener

a.

Uses an internally buil
t proprietary URL shortener
.


b.

Capa
bility to customize
shortened URLs
.

c.

Contain
s

URL analytic capabilities

(p
lease specify

capabilities).

At
a minimum
, should collect usage and source data (i.e. number of
clicks
/shares
,
platform from which
public accessed URL, etc).
Please also discuss

if allows data segmentation, manipulation, and
exportation for advanced data analysis.


d.

Contains no limitations as to
types of URL addresses that may be
shortened
including but not limited to

.gov
W
eb

sites

and

US
W
eb

sites
.


e.

The ability to export URL analytics data
for segmentation,
manipulation, and exportation for advanced data analysis is a
requirement.


DRAFT Social Media Management Interface

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4

f.

Contains abil
ity to view coverage and mentions by vote count,
comment count, unique commentators, Twitter followers (reach),
sentiment, and media type.


E.

Third
-
Party
PTC Moderation Capabilities

a.

Has
automated
moderation capabilities
, which c
an be
keyword
based
and/
or
a
d
efined criter
ia pre
-
set by administrators.
T
ool
should immediately notify administrato
r
s and delete the third
-
party
PTC in question.

b.

A
bility to hold
third
-
party
PTCs for admin
istrator to approve to
publish. Please specify w
hat
specific action(s)
administr
ators
can
take
(i.e. approve, deny, delete
, etc a

third
-
party PTC
)

directly
from the tool.

c.

At a minimum supports the English language. Please list any
a
ddi
tional languages that are supported with moderation
capabilities.


d.

Ability to escalate

and

interna
lly manage

third
-
party

PTCs.


F.

Customization
:
Provide an open platform API which facilitates
integration into other data systems or the development of custom
applications

by vendor
.

The offeror shall
meet with FDA at least monthly

by phone or virtually
to d
iscuss customization or improvements that FDA
may require.

During the initial

stage
, FDA will meet weekly with the
vendor
. The first two meetings will be face to face
.


G.

Maintenance and Training:
The offeror shall propose a plan to train
FDA

staff on the u
se of the tool. The maintenance plan shall include
a
plan to update the interface as needed along
any annual licensing fees
associated with the base software.



4.

Tasks/Deliverables:


a.

Per the above Scope of Work, provide
co
mmercial social media
management a
nd
monitoring services that comply with the above
requirements
.

b.

Initial training should be provided to
FDA
in
-

person
on the use of the
tool.

Virtual training should
also
be provided

when:



Updates

or modifications

to software(s) are made



New
FDA employee
(s) require training on the software(s)



Other

scenarios, as identified, which may require

additional
training

for existing or new users.

c.

Provide all updates, patches and associated maintenance during the
period of performance.

d.

No less than monthly,
schedu
le a call or virtual meeting with
FDA
representatives to
discuss customization or improvements that FDA
may require.