Webinar: What to look for in a social media monitoring tool
On December 6th Our Social Times is hosting a free 1-hour webinar on ‘What to Look for in a Social Media Monitoring Tool‘.
We have an excellent panel including Nathan Gilliatt, one of the world’s most experienced social media monitoring experts. Joining him will be Leon Chaddock, CEO of social media monitoring specialists Sentiment Metrics and our own Luke Brynley-Jones. You can register for the webinar here.
To help get you started, we’ve produced this quick list of things to consider:
What do you want to use if for?
If you dive in without a clear plan, you will achieve very little. Think about what you actually want to use social media monitoring for. For example, if you want to use it for social customer service you will need a tool with a strong engagement offering. You may also require immediate notifications when someone says something particularly positive or negative about you.
Where do you want to monitor?
If you are focussed on a specific country, you will need to ensure that your tool has geographical and language targeting.
What do you want to monitor?
As well as targeting specific locations, you may also want to target specific networks. You’ll need to consider this when choosing a tool as some will have more of a focus on Twitter, whilst others may be more adept at monitoring forums and blogs.
How will you do your reporting?
Different tools report in different ways. Some offer standard reports, others allow you to customise reports, and others offer serviced reporting. Larger enterprises in particular may benefit from using a serviced monitoring company. With so much data out there, having professional advice and professionally produced reports can make a real difference.
How important is sentiment analysis?
If you’re dealing with large amounts of data and sentiment analysis is important to your business you might want to be able to make manual changes to what is considered positive or negative. Automatic sentiment analysis tools will give you an indication, but are usually only 50-60% accurate. You may even require a company with in-house analysts who can do this for you.
What kind of support does the monitoring company you are using offer? For urgent enquiries you may want access to a named account manager, rather than having to submit an online form and waiting patiently waiting for a response. Free solutions don’t usually offer any support, so it’s worth asking: “how important is this data to me?” before going with a freebie.
Ease of use
This might seem obvious, but unless you want to pay for support you will probably want an organised and easy to navigate dashboard that allows you to easily follow your key metrics without being overwhelmed by lists of data and mentions.
Before committing to a tool, it’s worth checking that you can afford it. Tools can vary enormously in price: some services are available for free, whilst others will set you back thousands every month. Finding the right balance between power, functionality and cost is essential.
Do you have the resources available to make the most of the tool? Consider the skills and availability of staff that will have a role to play. It’s probably worth allocating a separate budget for social media monitoring training.