Gartner Research

Choosing the Right Social-Media-Monitoring Tool for Your Enterprise

Published: 17 October 2013

ID: G00257886

Analyst(s): Elden Nelson


Enterprises are realizing that they need to participate in social media to understand, listen to and interact with existing and potential customers. This assessment describes the key components of social-media-monitoring software to help IT assess the enterprise's social-media-monitoring options.

Table Of Contents

Summary of Findings


  • What Is a Social-Media-Monitoring Platform?
  • What Are the Common and Emerging Use Cases?
  • Where Does Monitoring Fit in the Social Media Framework?
  • Why Should IT Be Involved in Social Media Monitoring?
    • Business Leaders Expect IT to Participate in Social Media Programs
    • What's Important to the Business Should Be Important to IT
  • Strengths
  • Weaknesses
  • Know Who's Going to Use the Tool
  • Investigate Your Present Needs
    • Start With Common Scenarios
    • Drill Down
    • Ask for Samples
  • Revisit Features Frequently
  • Know the Prominent Vendors

The Details

  • Understanding the Key Components of Social Media Monitoring
    • Social Media Sites: The Pipeline Source
    • Listening: The Art of Specifying What You Need to Know
    • Content Enrichment
    • Analyzing and Reporting Data
    • Getting the Right Information to the Right People: Workflow and Routing
    • Interact and Serve

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