Show Menu
TOPICS×

FAQ

List of Frequently Asked Questions and links to where you can find the answers to these questions in Help.
This section contains the following information:

Training

Where can I receive training for Adobe Social?
  • Training Videos: Training videos for Social are available for viewing on Adobe Enterprise TV. See Social Training Videos.

Reporting

Why do I see discrepancies in certain reports and in their corresponding downloaded reports?
Some reports, including the Moderation Overview Dashboard, pull data in real time. However, downloaded report are generated from data from Adobe Analytics and is subject to its processing time. As a result, data pulled from Analytics can be delayed. This issue affects various reports in Social, including the Moderation Overview, Social Campaigns, and Custom reports.
For more information, see Report Suite Latency on the Adobe Support website.
Why do the numbers for shares in Facebook sometimes differ from the numbers reported in Social?
Differing numbers for shares usually occur when there are fewer than ten shares.
If the share count is fewer than ten, Facebook shows the privacy-aware count instead of the actual count. Facebook checks to see if each share is private or public and displays only the public shares in its UI.
However, Social reports the number of shares in various reports using an API, which pulls the actual number of shares, regardless of private/public status.
As an example, suppose eight people share an article on Facebook. If only two of those shares are public, and you do not have permission to see the other six shares because they were shared on private pages, the Facebook UI displays only two shares. However, in various reports in Social, the count would be eight, as obtained from the API.
Facebook displays only public shares to provide a better user experience. When a user clicks the Share link in Facebook to see who shared the article, if the UI indicates that there were eight shares but only two names display (the public shares), it might cause confusion.
Why are Facebook page Insights not available for my page?
Insights about your Facebook page's performance are available after at least 30 people like your page.
Why are there discrepancies between metric numbers reported by Social and those reported by some social platforms?
Adobe Social and some social platforms (Twitter, Facebook, and so forth) sometimes use different calculations to measure metric numbers.
For example, Twitter reach will always be different because Twitter reports impressions based on reach and Social reports followers plus followers of retweets. Twitter does not currently make impression data available via API so our reach calculation is based on Twitter recommendations.
Additionally, Social collects data using public APIs for some platforms rather than from the providers' firehoses. The metric numbers from public APIs are rate-limited and might differ from the numbers provided directly from the firehoses. Current social platforms that collect data using public APIs include: blogs, DailyMotion, Facebook, Flickr, Google+, Instagram, MetaCafe, Reddit, YouTube, and VK.
Although Social uses different methods and calculations to measure certain metrics, the numbers are accurate, even though you might notice discrepancies when comparing data in Social and in some social platforms.
Why are there discrepancies between the numbers of Posts (Social Buzz report) and Mentions (Custom reports)?
The number of posts in the Social Buzz report and mentions in the Custom reports are calculated and displayed differently. Although the discrepancy should be minimal, the main difference is that the Social Buzz report dedupes posts. The process of deduping eliminates duplicate or redundant information.
For example, assume that you have the following listening rules configured:
  • adobe
  • adobe + photoshop
  • adobe + photoshop + illustrator
If someone tweets, "I love Adobe Photoshop and Illustrator," the Social Buzz report dedupes the post mentions. The tweet is captured by all three listening rules, but the Post metric increments by one for each captured term. The reporting system that Adobe Analytics uses to populate the Custom reports does not dedupe the redundant mentions collected by the three listening rules. In this scenario, that same tweet might increase the number of mentions for "adobe" in Custom reports by three because all three listening rules captured the term.
The number of posts captured by the Social Buzz report should be less (and more accurate) than the number of mentions captured by the Custom reports.
Why does the number of followers for my Google+ page display zero in the Properties report when my Google+ page shows followers?
This might be because you have disabled the Show People Who Have Added You to Circles option in Google+. If this setting is not enabled in Google+, Google's API does not forward the number of followers to Social.
When looking at the Social Buzz report, why is the total number of tweets for a given display name much larger than the summation of the listed countries in the Posts by Geography reportlet?
Although Social looks for latitude/longitude tags and location data in users' Twitter bios, geo-data is available for only 5 to 30 percent of all tweets. As a result, you should not expect the total number of tweets for a display name to equal the total sum of all reported geographic locations. You can click Details in each tweet in the Posts reportlet to see the geo-location Social ascribes to each mention. If Social cannot determine the location, the location is not available.

Publishing

How do I enable LinkedIn publishing?
Before you can publish to LinkedIn company pages and groups, you must add those pages and groups to your Social account. After you have added your LinkedIn properties to Social, you can configure optional settings for the company pages or groups. For more information, see Getting Started with LinkedIn.
** How do I choose a property while publishing content? **
You select the desired targets to which you want to publish content while creating content in the Social Publisher, Publish Anywhere, or Content Calendar. You can simultaneously post content to Facebook page groups, Facebook pages, Twitter accounts, Google+ pages, LinkedIn Companies, and LinkedIn page groups. For information about creating content in the Publisher, see Publish Anywhere. For information about creating content in the Publish Anywhere, see Publish Anywhere Workflow.
How do I cancel a scheduled post?
Depending on the circumstances, you have a few options.
If you do not want the post to be published at any time in the future, you can simply delete the post from the Content Calendar.
If you think that you might want to publish the post in the future, perhaps after making changes, you can move the post to draft format. Be aware that if you move the post to a draft format, someone else in your organization with publish permissions might publish the post. As best practice, be sure to include a note explaining why you canceled publishing for the post.
While creating a post, why is the Schedule option in the Publisher or the Publish Anywhere option greyed out?
You have not filled in information for a required option. While creating a post in the Publisher or Publish Anywhere widget, the only required fields are Social Properties and the actual text of the post. All other options are optional. Ensure that you have selected a social property and typed text for the comment.
For more information, see Publish Anywhere Workflow.
Why do some targeted Facebook posts appear as public on a Facebook page's Timeline?
When targeting a post through Social, gender and age targets affect only who sees the post in the News Feed. Gender and age targets do not affect visibility on the Facebook page's Timeline. For example, a post targeted to males appears on the Facebook page as public. However, people who liked the page only see the post in their News Feed if they specified they are male on their Facebook user profile.
In contrast, language and geo (location) targets affect the targeting of the post on the Facebook page to make it appear on the page's Timeline as not public. For example, if you target a post to English speakers only, the post is not denoted as public on the page's Timeline. Instead, it appears only on the page's Timeline if viewed by someone with English as a language specified in his or her Facebook user profile.
Why can't I upload images for publishing?
If you are unable to upload images in the Publish Anywhere or Publisher, the problem might be due to the following issues:
  • Browser Incompatibility: A non-responsive Upload button could indicate a browser-incompatibility issue. Update your browser to the latest version, clear the browser's cache, then try uploading the image again.
  • Image File is Too Large: The size of the file exceeds the permissible limit of 2 MB. A file larger than 2 MB causes the upload to fail.
Why are my links not getting published?
If you are unable to add links to your post in the Publish Anywhere or Publisher, or the link shortener is not working as expected, the problem might be due to the following issues:
  • Link Shortening is Disabled: Ensure that link shortening has been enabled. For more information, see Configure Link Shortening Preferences.
  • Copy/Paste Issue: The link reportx`ed as not working is the link displayed in the preview pane. The link in the preview pane changes when the post is published. Copying this link from the preview pane and pasting it into a browser results in the page not being found (404 message).
Why are my scheduled posts not being posted?
If your scheduled posts are not being posted to the appropriate social platform, the problem might be due to the following issues:
  • Authorization Issues: The social platform (Facebook or Twitter, for example) must be re-authorized. For more information, see Re-authorize Properties.
  • Network Timeout Issues: If the post status is "Failed," it could be due to a network timeout issue and needs to be addressed as appropriate.

Moderation

How do I filter bad words in Facebook?
After you activate and configure the Bad Words, Medium Words, or Good Words list functionality in Social Facebook Moderation, Social scans for direct word matches. Social then highlights, alerts, or deletes posts and comments based on each word list. See Create a Moderation Rule.
How do I moderate a Facebook page or a tweet?
For information about moderating a Facebook page or Twitter account, see Unified Moderation.
How often is content loaded into Facebook Moderation queues and Twitter Moderation feeds? How can I refresh the content?
Posts and comments are retrieved and display in the Facebook Moderation queue approximately every 12 minutes. Tweets are retrieved and available for display in the Twitter Moderation feed almost immediately after they are posted to Twitter. However, because of the rapid nature of Twitter, tweets are not automatically refreshed and displayed in the feed. This lets you moderate the currently displayed tweets without new tweets flooding your feed. You can manually refresh the content.
Why are posts or comments missing from my moderation feed?
A post or comment might not display in the feed based on your current filter conditions.
For example, a post or comment might not display in a moderation feed based on actions moderators have previously taken. For example, if the post or comment was moderated, it is hidden from moderation if New Messages is selected as a filtering condition.
As best practice, you should always check your filtering options if you suspect that posts or comments are missing from a feed.

Settings

How do I re-authorize a Facebook, Twitter, or Google+ account?
You must re-authorize an account and grant permissions after making a change to your account, such as changing your password. See Re-authorize Properties.
How do I add a Twitter account to Social?
You can add a new Twitter account to Social so that you can use Social to publish to Twitter and moderate tweets. Click Settings > Properties > New Property > Twitter. See Add Twitter Accounts.
How do I change the report suite for Twitter Accounts?
You can change the owner or report suite for a Twitter account at any time. See Configure Property Settings.