15-social-listening
Social Listening & Monitoring is a Vietnamese-language skill for tracking brand mentions, competitor activity, and industry trends across Vietnamese social platforms including Facebook, TikTok, Zalo, Google Reviews, and forums. Use this skill when you need to detect early warning signs of reputation crises, identify market opportunities, understand customer sentiment, or monitor competitor strategies through systematic data collection and emotional analysis across multiple channels.
git clone --depth 1 https://github.com/minhnv0807/ai-business-skills /tmp/15-social-listening && cp -r /tmp/15-social-listening/skills/vi/15-social-listening ~/.claude/skills/15-social-listeningSKILL.md
# Social Listening & Monitoring
> Lang nghe truoc khi noi. Hieu khach hang dang noi gi, cam xuc ra sao, va thi truong di huong nao — truoc khi doi thu biet.
---
## Thu thap thong tin
Hoi user toi da 4 cau:
1. **Thuong hieu/san pham gi?** Ten brand, ten san pham chinh, ten founder (neu co personal brand).
2. **Doi thu chinh?** Liet ke 2–3 doi thu truc tiep can theo doi.
3. **Van de hien tai?** Dang bi review xau, can biet xu huong, hay muon giam sat doi thu?
4. **Kenh nao quan trong nhat?** Facebook, TikTok, Zalo, Google Reviews, hay tat ca?
---
## Framework: Listen → Analyze → Report → Act
```
LISTEN — Thu thap mention, comment, review, bai viet lien quan
|
ANALYZE — Phan loai cam xuc, xac dinh xu huong, phat hien bat thuong
|
REPORT — Tong hop thanh bao cao tuan/thang voi insight ro rang
|
ACT — Phan hoi, dieu chinh chien luoc, xu ly khung hoang
```
---
## Kenh giam sat
### Danh sach kenh — Viet Nam
| Kenh | Loai noi dung | Cach giam sat | Tan suat |
|------|-------------|--------------|---------|
| Facebook Groups | Thao luan, hoi dap, review | Tim kiem theo tu khoa trong group nganh | Hang ngay |
| Facebook Pages | Comment, review, mention | Thong bao trang + search tu khoa | Hang ngay |
| TikTok | Comment, duet, stitch, hashtag | Search hashtag + comment tren video brand | Hang ngay |
| Zalo Communities | Thao luan nhom | Theo doi cac nhom nganh da tham gia | 2–3 lan/tuan |
| Google Reviews | Danh gia doanh nghiep | Google My Business dashboard | Hang ngay |
| Google Search | Bai viet, tin tuc | Google Alerts voi tu khoa brand | Tu dong |
| Forum Voz | Thao luan chuyen sau | Search theo tu khoa tren voz.vn | 2 lan/tuan |
| Reddit VN | Thao luan, review | Search subreddit lien quan nganh | 1 lan/tuan |
| Shopee/TikTok Shop | Review san pham | Tab review tren listing | 2–3 lan/tuan |
| YouTube | Comment, review video | Search ten brand + san pham | 1 lan/tuan |
| Bao chi online | Tin tuc, bai PR | Google News Alerts | Tu dong |
### Tu khoa giam sat
| Nhom tu khoa | Vi du |
|-------------|------|
| Ten thuong hieu | "[Brand]", "[Brand] review", "[Brand] lua dao", "[Brand] co tot khong" |
| Ten san pham | "[San pham]", "[San pham] gia", "[San pham] danh gia" |
| Ten founder | "[Founder name]", "[Founder] la ai" |
| Doi thu | "[Doi thu 1]", "[Doi thu 2]", "[Doi thu] vs [Brand]" |
| Nganh | "[Tu khoa nganh]", "[Van de pho bien trong nganh]" |
| Phan doi | "khong tot", "that vong", "lua dao", "kem chat luong", "khong nhu quang cao" |
| Khen | "xuat sac", "recommend", "hay qua", "nen dung", "dang tien" |
---
## Phan tich cam xuc (Sentiment Analysis)
### Thang do cam xuc
| Muc | Diem | Mo ta | Vi du |
|-----|------|-------|------|
| Rat tieu cuc | 1 | Phan no, to cao, keu goi tay chay | "Lua dao trang tron, da bao cong an" |
| Tieu cuc | 2 | That vong, phan nan, so sanh bat loi | "Dung roi kem hon doi thu nhieu" |
| Trung tinh | 3 | Hoi thong tin, so sanh, trung lap | "Ai dung [Brand] chua? Cho minh y kien" |
| Tich cuc | 4 | Hai long, gioi thieu, khen | "Dung 3 thang roi, rat hai long" |
| Rat tich cuc | 5 | Nhiet tinh gioi thieu, brand advocate | "Best service ever, gioi thieu het ban be roi" |
### Phan loai theo chu de
| Chu de | Giam sat gi | Y nghia |
|--------|-----------|---------|
| San pham / Chat luong | Review, so sanh, phan hoi | Cai thien san pham |
| Dich vu / Trai nghiem | Comment ve nhan vien, quy trinh | Cai thien operations |
| Gia ca | So sanh gia, phan nan gia | Dieu chinh pricing/communication |
| Truyen thong / Quang cao | Phan hoi ve content, ads | Cai thien creative |
| Doi thu | So sanh, chuyen doi tu doi thu | Co hoi hoac moi de doa |
---
## Phat hien khung hoang (Crisis Detection)
### Tin hieu canh bao som
| Cap do | Tin hieu | Nguong | Hanh dong |
|--------|---------|--------|----------|
| **Xanh** — Binh thuong | Mention tinh thuong, cam xuc tich cuc/trung tinh | <5 mention tieu cuc/ngay | Theo doi binh thuong |
| **Vang** — Theo doi | Tang mention tieu cuc, 1–2 bai viet phan nan co tuong tac cao | 5–15 mention tieu cuc/ngay HOAC 1 bai >100 tuong tac | Tang tan suat theo doi, chuan bi phan hoi |
| **Cam** — Canh bao | Mention tieu cuc lan nhanh, bao chi bat dau dua tin | 15–50 mention tieu cuc/ngay HOAC bao chi dua | Kich hoat quy trinh phan hoi, thong bao ban lanh dao |
| **Do** — Khung hoang | Viral tieu cuc, hashtag phan doi, anh huong doanh thu | >50 mention tieu cuc/ngay HOAC trending topic | Kich hoat quy trinh khung hoang toan dien |
### Quy trinh phan hoi khung hoang
#### Buoc 1 — Nhan dien (trong 1 gio)
| Hang muc | Can lam |
|----------|--------|
| Xac dinh nguon goc | Bai viet/comment nao bat dau? Ai dang? |
| Do lan truyen | Bao nhieu share/comment? Toc do tang? |
| Tinh chinh xac | Noi dung co dung khong? Co bang chung khong? |
| Anh huong | Anh huong den ai? Khach hang, doi tac, nhan vien? |
#### Buoc 2 — Phan hoi (trong 2–4 gio)
| Tinh huong | Cach phan hoi |
|-----------|-------------|
| Phan nan co ly | Xin loi + thua nhan + giai phap cu the + thoi gian xu ly |
| Thong tin sai | Dang chinh thuc + bang chung + giu giong binh tinh |
| Troll / Vu khong | Khong tranh cai cong khai + luu bang chung + bao cao platform |
| Khung hoang lon | Thong cao bao chi + video founder len tieng + update lien tuc |
#### Buoc 3 — Giai quyet (1–7 ngay)
| Hang muc | Can lam |
|----------|--------|
| Xu ly truc tiep | Lien he rieng voi nguoi phan nan, giai quyet ca nhan |
| Cap nhat cong khai | Thong bao tien do xu ly tren kenh chinh |
| Rut kinh nghiem | Hop noi bo, xac dinh nguyen nhan goc, phong tranh tai phat |
| Theo doi hau khung hoang | Giam sat cam xuc 2 tuan sau, do tac dong den brand health |
#### Buoc 4 — Phuc hoi (2–4 tuan)
| Hang muc | Can lam |
|----------|--------|
| Noi dung phuc hoi | Day manh social proof, testimonial tich cuc, case study |
| PR tich cuc | Bai viet ve cai thien, cam ket chat luong |
| Engagement | Tang tuong tac voi community, tra loi comment nhanh hon |
| Do hieu qua | So sanKe hoach Fullstack Marketing — master skill tong hop chien luoc, noi dung, trien khai, hieu suat, va timeline. Goi cac skill con de hoan thien output.
Use when the user needs an overall marketing plan for a period — objectives, segments, positioning, channel mix, content direction, budget, timeline, KPIs, and a risk matrix, adapted to US, EU, SEA, or LATAM. Trigger on 'marketing plan', 'marketing strategy for next year', 'go-to-market roadmap', 'plan for Q3', 'we have no marketing plan', 'where should we spend next quarter'. Also use when a founder only says the business needs to grow and has no idea which channel to start with. Not for — one specific campaign, see `02-campaign-brief-global`; working backward from a revenue goal to spend, see `10-reverse-kpi-global`; splitting a budget across channels and months, see `61-budget-planning-global`; taking a brand new product to market, see `59-go-to-market-global`.
Use when the user needs a monthly or weekly content calendar — posting schedule per channel, funnel ratio, content pillars, repurposing matrix, and an owner per slot. Trigger on 'content calendar', 'posting schedule', 'what should we post this month', 'editorial calendar', 'social media plan', 'we post randomly with no plan'. Also use when the user only says the team keeps running out of things to post. Not for — the brief for one specific post, see `36-content-brief-global`; the caption text itself, see `37-social-caption-global`; deciding next period content from last period data, see `40-next-content-plan-global`; a paid campaign timeline, see `02-campaign-brief-global`.
Lich noi dung thang — len lich dang bai da kenh voi ti le pheu, content pillar, repurposing matrix, va scoring tieu chi.
Brief chien dich marketing — 9 phan day du tu Context den Risk, bao gom creative direction, RACI, budget allocation theo phase, va auto-trigger cac skill lien quan.
Use when a specific campaign needs a brief the whole team can execute from — context, objective, audience, core message, creative direction, channels, deliverables, week-by-week timeline, approval gates, and risks. Trigger on 'campaign brief', 'creative brief', 'launch brief', 'brief the team on this campaign', 'we are running a promo next month', 'what is the plan for this campaign'. Also use when the user describes a promotion out loud and asks for something the team can actually run. Not for — the whole period plan, see `00-marketing-plan-global`; the list of design files needed, see `41-campaign-asset-list-global`; assigning work to one person, see `64-team-brief-global`; a new product launch sequence, see `59-go-to-market-global`.
Danh gia hieu suat marketing — audit performance ads va organic, chan doan root cause, de xuat toi uu voi action plan 48h va checklist hang tuan.
Use when marketing numbers look bad and the user needs to know WHY — layered root-cause diagnosis across tracking, delivery, creative, landing page, offer, and audience quality, 5-Whys, regional benchmarks for US, EU, SEA, and LATAM, and a 48-hour action plan. Covers dropshipping ROAS and BE-ROAS. Trigger on 'why is CPA so high', 'my ads are not converting', 'ROAS dropped', 'we are burning budget', 'performance is bad this month', 'diagnose the funnel'. Also use when the user pastes a screenshot of numbers with no question attached. Not for — auditing account configuration and scoring health, see `21-ads-audit-global`; writing a report someone else reads, see `07-marketing-report-global`; turning a raw export into insight, see `13-data-analysis-global`.