Patent ID: 8719178

Claim:
A computer-implemented method performed by a system of one or more computers, the method comprising: receiving a request for prioritized social activity postings, the request being associated with a company identifier; identifying a plurality of social activity postings available to a plurality of users on a social activity system of one or more computers, each social activity posting associated with a user identifier; for each social activity posting, matching the user identifier associated with the social activity posting with a customer identifier associated with the company identifier and determining, by the system of one or more computers, a respective priority rating for the social activity posting using configuration information associated with the customer identifier, wherein determining the respective priority rating for a social activity posting comprises: identifying one or more child social activity postings of the social activity posting, each child social activity posting being made in response to the social activity posting, each child social activity posting being associated with a user identifier; determining a respective child priority score for each of the one or more child social activity postings; and determining the respective priority rating for the social activity posting using the child priority scores for the child social activity postings, wherein determining the respective priority rating for a particular social activity posting comprises: receiving a problem severity score based on text contained in the social activity posting, the problem severity score being in a range between a major problem score and a minor problem score, the problem severity score being based on the presence or absence of severe problem words in the text; determining an internal customer importance score using the configuration information associated with the customer identifier; and multiplying the problem severity score by a combination of the internal customer importance score and a sum of the child priority scores for the child social activity postings; ranking the social activity postings in order of the respective priority ratings; and providing the social activity postings in the ranked order of the respective priority ratings.