social media monitoringwhat’s it all about?
Katie Morse
Community Manager
Radian6
C: 347.408.0638
@misskatiemo
- Copyright © 2009 Radian6 04/10/23
what is it?
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Monitoring (in this instance) means listening to conversations people have across the social web
Monitoring tools allow you to view that data both qualitatively and quantitatively
A hammer is just a hammer – it’s all about how you use it
before you begin
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Avoid analysis paralysis• Determine your objectives• Define SMART goals (specific, measurable, attainable, realistic, timely)
• Identify metrics• Measure
Remember the little people, but think like one in charge
our focus and approach
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Three phases of an end to end program:• Listening: Discovering real-time, relevant, impactful conversations• Measuring: Monitoring, analyzing and tracking those conversations• Engaging: Active dialog with customers and tracking/ tagging comments for further use
share of voice
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awareness metrics
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• Potential Reach• Mentions / Time Period• Inbound Links• Share of Conversation • Subscribers to Content• Referral and Recommendation Ratio• Brand Recognition• Brand-Specific Searches • Sentiment Trends• Content Resonance
our focus and approach
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Three phases of an end to end program:• Listening: Discovering real-time, relevant, impactful conversations• Measuring: Monitoring, analyzing and tracking those conversations• Engaging: Active dialog with customers and tracking/ tagging comments for further use
sales metrics
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• Lead Volume• Cost per Lead• Lead Value• Conversion Rate• Referrals• Retention Rate• Average Transaction (or Account) Value• Sales Value per Fan / Follower• Time to Close• Highest Value Lead Sources
where are they?
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our focus and approach
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Three phases of an end to end program:• Listening: Discovering real-time, relevant, impactful conversations• Measuring: Monitoring, analyzing and tracking those conversations• Engaging: Active dialog with customers and tracking/ tagging comments for further use
content metrics
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• Views• Comments / Feedback• Clicks / Downloads• Length of Visits• Registration / Subscriptions• Shares• Inbound Links• Clarity of your Message• Conversions
engagement metrics
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• Comments• Unique Commenters• Thread Size• Time with Content• Content Downloads• Subscriptions• Content Sharing• Suggestions / Feedback / Comments• Spinoff Content• Recommendations
are they paying attention?
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Pages viewed by Media Type
are they paying attention?
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Pages viewed by Classification
are they paying attention?
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Number of Posts by Classification
and now…
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Any questions?
@misskatiemo
347.408.0648