Monitoring Social Media

As more organizations are getting into social media, they are learning the best techniques to make best use of those media. One of the techniques is establishing a good system for monitoring what is being said about the company and who is saying it. Sometimes particular issues can go viral on the net, leaving the company with a tarnished reputation.

Particular techniques include identifying customers by segment, hosting one or more branded customer communities, engaging customers in conversation and integrating the social media channels with other channels of customer communication.

Social media use is quite new for business, but nevertheless the use of it must be guided by business priorities, efficiency and ultimately, profitability.

This article provides an interesting summary of an approach to social media.