Now more than ever, social media is playing a major role in all digital marketing strategies and in an organization’s efforts to communicate with their customers.
That is why monitoring your social media and what people are saying about you is critical.
As a company, you need to show your customers you’re listening and that you are responsive. You need to listen to what people are saying when they are talking about your brand and understand how people perceive your business.
Many think social media is a quick and easy tool to generate reach and communicate with customers but to do it well is actually quite challenging. It takes a lot of time, effort and resources.
This blog post is to help you to plan how can you monitor your social media only in 10-20 minutes a day.
Why is it important to monitor?
The main point of social media is that it has to be social and interactive, this is the reason why monitoring is so important. As a business, you have to be an active listener and talk to people, otherwise, your audience will get an impression that you are just promoting your product and services, but do not care what your customers want from you.
Keep in mind that any business always has competitors and if you do not communicate effectively with your audience, your competitors will. Moreover, as per Search Engine Watch, people have high standards in regards to the response time.
Whether you like it or not, people will always talk about your brand, product, services, industry and you cannot ignore these conversations. You have to jump out and engage with your audience; show your appreciation for a good review or if they complain ask them how you can improve your product.
Managing your social media pages, monitoring and responding to comments can be a full-time job and can sometimes be quite overwhelming. But when you have a minimal number of hours or even minutes in the day to manage this how do you cope and respond? To be effective in social media monitoring, you cannot reply to everybody.
So, who do you choose to respond to? We suggest you find an influencer, the person who has the best potential to reach a lot of people. Influencers are the people who have a lot of followers or friends they have, depends on the channel. If you cannot define who is an influencer, do not worry about it – when you check all your messages you will see that some of them require answers.
There are some responding standards you have to keep in mind:
- Response fast and precisely.
- Show respect and gratefulness. Never be rude.
- Include facts, instead of opinions.
- Use the tone of voice that reflects your brand culture and value.
- Let the person know that you are connected to the company
Set Your Goals
The goal is the way to measure your success. When you have a set goal it helps you to be more effective and focus as you know what are you trying to achieve. We recommend you to always set a SMART goal – this is a critical part. Here you can get a template that will help you to set goals.
Here’s what SMART goals mean:
- SPECIFIC: you have to be certain, set a goal with actual numbers and actual deadline. Do not create a goal, such as “we need more visitors”
- MEASURABLE: make sure that you can practically evaluate your goal via quantitative or qualitative attributes.
- ATTAINABLE: The work toward a goal has to be challenging, but possible.
- REALISTIC: Do not set the goal, that you know you will not be able to achieve. You know what resources you have and what your team is capable of.
- TIME-BOUND: Every goal has to have a deadline because you cannot just wait for “one day”.
There are different goals you can achieve via social media marketing, such as lead generation, brand awareness, interaction from influencers, revenue, brand mentions, conversations, response rate, customer happiness and delight, product feedback. You can do some different campaigns with a specific time-frame and each campaign should have a unique SMART goal.
Planning your routine
How do you prepare yourself for the social media monitoring routine? In order to succeed you should get ready some things beforehand, such as save Social Media channels URLs in a bookmark, save login and passwords. For each channel, we suggest preparing a list of actions which should be monitored daily. For example, in Facebook, you can start with checking Timeline post, after you check if there are any comments, then private messages and at the end, you go to the review.
Social Media Monitoring Checklist
Once you are ready to monitor your social media, next step is to create a daily habit (or a schedule) of how you are going to check social media channels.
There is an example:
- Facebook – look for comments, private messages, and reviews. Respond to them
- Twitter – check mentions about your company or your competitors. Follow up if there are any new private messages.
- LinkedIn – read your group digest and monitor your company page if there are new comments.
Include in this list other channels your company has, such as Instagram, Pinterest, Google+, YouTube etc.
By having a checklist in place your social media monitoring will be more effective and it will help you to engage better with your audience. You can play with the checklist and see what works better for you.
If you need any assistance with your company’s social media planning and monitoring – Contact Us and we will be happy to assist you.