Message Metadata

What is Metadata?

Metadata is a term used to describe the fields or attributes used to describe content. In the context of Sprinklr, metadata can help track information that is important for measurement and content strategy.

There are four main categories of metadata involved with Sprinklr:

Message properties
University-level custom fields
Unit-level custom fields
Campaigns

Read more about these types of metadata on the tabs below.

Types of Metadata

Message properties refer to characteristics and classifications of a message in Sprinklr. These are typically applied automatically by Sprinklr or because of some action taken in Sprinklr. Below are a few message properties to be aware of:

Status: This is an indication of whether a message has been processed. Utilizing the macros in the customer service workflow (see Engagement Workflows) adjusts the status automatically as messages are processed.
Message Queues: These are the queues (lists used for message processing workflows) that the message is assigned to, at the unit and university level.
Spam: This is an indication that the message has been marked as spam in Sprinklr. This does not mark the message as spam on the native social channel.
Sentiment: Sprinklr will automatically score a message as positive, negative or neutral. This is set automatically but can be manually overridden to change the score. AI scoring is often inaccurate, particularly in cases of sarcasm or when context changes the meaning of a message.
Influencer Index: This indicates how much influence that specific profile has on other users. Sprinklr has not clarified how this is calculated.
Spam Index: This indicates how often a profile posts spam. Sprinklr has not clarified how this is calculated.
Participation Index: This indicates how often a profile interacts with MSU accounts. Sprinklr has not clarified how this is calculated.

University Communications and Marketing can use custom fields to create additional message properties for a unit. These are additional tags that are added to posts to allow units to analyze content and measure performance and volume in meaningful ways.

The following fields have been created at the university level and are applied to all accounts:

Tier 1 and Tier 2: These tags are used to control the appearance of other tags in the user interface. These tags also can be used to filter reporting and editorial calendar content by tier, corresponding to units and initiatives. See the Tier Tags Index page for a full list of tier tags in the system.
Post Type Tag: This indicates if an outbound message is primarily a graphic, photo, video, GIF, text or an Instagram story. Tagging all posts appropriately enables us to report on the performance of these types of content across all audiences. This also allows users to filter their content in the Planner view and in Analytics by asset type.

Note: Tier tags are added during the unit onboarding process. If a unit is adding a new group of accounts or a new initiative and requires a change to the unit tier tags, please contact Comms.WebSupport@msu.edu to request the change.

Each unit has the option to work with University Communications and Marketing to create a set of custom fields specific to its accounts to meet the unit’s specific measurement and tracking needs. University Communications and Marketing will consult with the unit to determine its business needs and will provide suggestions on types of tags the unit may wish to implement. Tags can be adjusted over time but in general they should be considered applicable in the long-term.

Here are some examples of how custom fields are being used by units across campus:

Campaigns (messages with a related objective)
Brand pillar (aligning to the unit content strategy)
Hashtags
Programs, initiatives and/or departments
Themes or areas of research
Post source (team, unit or individual names/positions)
Target audience(s)
Subject(s) of post (such as undergraduate students as opposed to alumni)

Note: Custom fields are added by University Communications and Marketing. If a unit would like to add new fields, or change existing fields, please contact Comms.WebSupport@msu.edu to request the change.

Campaigns are tags applied to a set of related posts over a designated time period. Due to system limitations, University Communications and Marketing manages campaigns in two ways:

Institutional-level accounts: Accounts in the MSU workspace use the built-in Sprinklr campaign functionality, including the Sprinklr campaign reporting dashboards. For more information, see the Campaigns page in the Reporting section.
Campus accounts: Accounts in the MSU Partners workspace manage campaigns using Custom Fields. Reporting dashboards can be built to filter for these custom field tags to view campaign performance.

Using Metadata

Guidelines for Unit-Level Custom Fields

There are a few guidelines when selecting custom fields:

Don’t create tags and measurements for the sake of measurement. Each tag adds another step to the posting process. If the unit won’t report on the tags and put the information to use, the unit shouldn’t include them in their workflow.
Keep tags as broad and inclusive as possible while ensuring they’re specific enough to provide valuable information. For example, for a story campaign that changes monthly, the tag can be “Monthly Story Feature” instead of the specific story name. The goal is to have a set of flexible tags that meet needs without having to constantly edit the set of tags.
University Communications and Marketing can control the visibility of tags based on selections for other tags. So, for example, if the unit has a set of campaigns that change every year, University Communications and Marketing can program the system so that users first select a fiscal year and, depending on the year selected, the appropriate campaign options appear for selection in the next step.
Custom fields can be created so that one or many options can be selected. We’ll need to know if it’s possible to select more than one option for a field before it is created.
University Communications and Marketing recommends that units make all fields required fields. This way units can ensure all posts are properly tagged and, therefore, the unit reporting using these fields is more accurate.

Training Video: Adding Custom Fields to Posts

Documentation updated: Nov. 1, 2024