Tracking Interaction sentiment allows you to easily measure how your stakeholders are responding to engagement communications and activities, and their sentiments towards the project more broadly. Measuring sentiment over time allows you to identify if engagement activities are successfully shifting stakeholder sentiment in the right direction.
Simply Stakeholders allows you to customise your approach to applying sentiment to your interactions. This means you can apply automation or undertake manual sentiment scoring; you can choose to apply sentiment annotation to all, or to a sub-set of critical interactions; and you can set up Automated Workflows to trigger actions to low or poor sentiment.
Interaction Sentiment
There are 3 types of Sentiment that can be applied to an Interaction and reported on via the Dashboard and Custom Reporting.
Annotation Sentiment - which influences the Relationship Health Score of a Stakeholder
AI generated Sentiment - your Admin can choose to toggle that on to auto-apply to all incoming Interactions
User Sentiment - manually applied score between 1-100
Annotation Sentiment
You can apply Annotation Sentiments in an Interaction via the Annotations Card. Sentiment can be applied to Annotation Tags or to highlighted segments of text.
To apply Annotation Tag sentiment:
Hover the mouse over a Tag and click the + plus icon
Screenshot of the Annotations Card showing Annotation Tags and applied sentiment to the right
2. Type in the pop-up window to add related Stakeholders, and use the drop-down to select their Sentiment. Click anywhere outside of the pop-up window to save
Screenshot of the + Add Sentiment pop-up showing adding a Stakeholder
3. It will automatically color code the sentiment from bright red [very negative] to neutral [yellow] to bright green [very positive]
Screenshot of the Annotation Tags showing the range of applied sentiment
Generate / re-generate AI Sentiment
You can generate AI Sentiment automatically for incoming interactions (admin toggle), or manually apply it or re-generate it for an Interaction via the Sentiment Score odometer.
To manually generate AI Sentiments :
Access the AI Sentiment Score by clicking on the Sentiment Score odometer in the top right corner of your interaction:
Screenshot showing the location of the Sentiment Score odometer
You can manually generate the AI Sentiment Score or re-generate the Score, e.g. after updates to a message, by clicking on the Generate button in the Edit Sentiment Score pop-up window:
Screenshot of the Edit Sentiment Score pop-up showing the AI Sentiment Score Generate button outlined
Click outside of the pop-up window to Save.
For AI Generated Sentiment scores will be assessed by the Azure AI-Language-Service, assigning a score and a sentiment based on the predefined score range for each sentiment level:
Negative (0 - 20)
Somewhat Negative (21 - 40)
Neutral (41 - 60)
Somewhat Positive (61 - 80)
Positive (81 - 100)
NOTE: Incoming Interactions will have an AI Sentiment auto-generated unless it has been turned off (Administrator toggle)
Apply User Rating
You can apply a subjective User Rating of the sentiment for an Interaction via the Sentiment Score odometer.
To apply User Rating of an Interaction sentiment:
Access the AI Sentiment Score by clicking on the Sentiment Score odometer in the top right corner of your interaction (process shown above).
Input the User rating - where 1 is the most negative and 100 is the most positive, you can click the up/down arrows to change a previously entered score or click in the field and type in a number:
Screenshot of the Edit Sentiment Score pop-up showing the User Rating field highlighted
Click outside of the pop-up window to Save.
Notes
By following the steps above, you will be apply to view your sentiment scores and annotations, along with linked stakeholders, applied to your Interaction. Hover the mouse over the Sentiment Score odometer to view all three sentiment scores.
Screenshot of the Sentiment Score odometer Legend showing the three sentiment scores
What is next? Find out how to Report on Sentiment in our Reporting Collection here.
For more help
For more information, to arrange a demo or for product training please contact your Customer Success Account Executive or email [email protected].