Intelligent reputation scoring in social networks: Use case of brands of smartphones

Reputation management in social media has become crucial for firms that want to improve their brand's image and master the impact of harmful events. This is why many companies are making important invests in acquiring powerful social media monitoring tools (SMM). Although SMM tools are displaying relevant insights useful for marketers, few calculate a global reputation score that can help companies to evaluate the reputation of their brand. Moreover, main reputation metrics used focus on messages analysis without drawing up an analysis based on social members' perception. For this purpose we have developed an Intelligent Reputation Measuring System (IRMS) that scores reputation in a social network using a multi-context and people oriented model. In this paper we experiment IRMS using real world social data from Twitter and show the precision of IRMS score in comparison with reputation metrics of a SMM tools selection.