Social media measurement, also called social media controlling, is the

management Management (or managing) is the administration of an organization, whether it is a business, a nonprofit organization, or a government body. It is the art and science of managing resources of the business. Management includes the activities o ...

practice of evaluating successful social media communications of brands, companies, or other organizations.

Key performance indicator A performance indicator or key performance indicator (KPI) is a type of performance measurement. KPIs evaluate the success of an organization or of a particular activity (such as projects, programs, products and other initiatives) in which it en ...

s may be measured by extracting information from social media channels, such as

blogs A blog (a truncation of "weblog") is a discussion or informational website published on the World Wide Web consisting of discrete, often informal diary-style text entries (posts). Posts are typically displayed in reverse chronological order ...

wikis A wiki ( ) is an online hypertext publication collaboratively edited and managed by its own audience, using a web browser. A typical wiki contains multiple pages for the subjects or scope of the project, and could be either open to the pub ...

, micro-blogs such as

Twitter Twitter is an online social media and social networking service owned and operated by American company Twitter, Inc., on which users post and interact with 280-character-long messages known as "tweets". Registered users can post, like, and ...

social networking A social network is a social structure made up of a set of social actors (such as individuals or organizations), sets of dyadic ties, and other social interactions between actors. The social network perspective provides a set of methods for an ...

sites, or video/photo sharing websites, forums from time to time. It is also used by companies to gauge current trends in the industry. The process first gathers data from different websites and then performs analysis based on different metrics like time spent on the page,

click through rate Click-through rate (CTR) is the ratio of users who click on a specific link to the number of total users who view a page, email, or advertisement. It is commonly used to measure the success of an online advertising campaign for a particular we ...

, content share, comments,

text analytics Text mining, also referred to as ''text data mining'', similar to text analytics, is the process of deriving high-quality information from text. It involves "the discovery by computer of new, previously unknown information, by automatically extract ...

to identify positive or negative emotions about the brand. Social media measurement process starts with defining a goal that needs to be achieved and defining the expected outcome of the process. The expected outcome varies per the goal and is usually measured by a variety of metrics. This is followed by defining possible social strategies to be used to achieve the goal. Then the next step is designing strategies to be used and setting up configuration tools that ease the process of collecting the data. In the next step, strategies and tools are deployed in real-time. This step involves conducting

Quality Assurance Quality assurance (QA) is the term used in both manufacturing and service industries to describe the systematic efforts taken to ensure that the product(s) delivered to customer(s) meet with the contractual and other agreed upon performance, design ...

tests of the methods deployed to collect the data. And in the final step, data collected from the system is analyzed and if the need arises, it is refined on the run time to enhance the methodologies used. The last step ensures that the result obtained is more aligned with the goal defined in the first step.

Data Acquisition

Acquiring data from social media is in demand of an exploring the user participation and population with the purpose of retrieving and collecting so many kinds of data(ex: comments, downloads etc.). There are several prevalent techniques to acquire data such as Network traffic analysis, Ad-hoc application and Crawling Network Traffic Analysis - Network traffic analysis is the process of capturing network traffic and observing it closely to determine what is happening in the network. It is primarily done to improve the performance, security and other general management of the network. However concerned about the potential tort of privacy on the Internet, network traffic analysis is always restricted by the government. Furthermore, high-speed links are not adaptable to traffic analysis because of the possible overload problem according to the packet sniffing mechanism Ad-hoc Application - Ad-hoc application is a kind of application that provides services and games to

social network A social network is a social structure made up of a set of social actors (such as individuals or organizations), sets of dyadic ties, and other social interactions between actors. The social network perspective provides a set of methods for an ...

users by developing the APIs offered by social network companies (Facebook Developer Platform). The infrastructure of Ad-hoc application allows the user to interact with the interface layer instead of the application servers. The API provides a path for application to access information after the user login. Moreover, the size of the data set collected vary with the popularity of the social media platform i.e. social media platforms having high number of users will have more data than platforms having less user base. Scraping is a process in which the APIs collect online data from social media. The data collected from Scraping is in raw format. However, having access to these type of data is a bit difficult because of its commercial value. Crawling - Crawling is a process in which a web crawler creates indexes of all the words in a web-page, stores them, then follows all the hyperlinks and indexes on that page and again stores them. It is the most popular technique for data acquisition and is also well known for its easy operation based on prevalent Object-Orientated Programming Language (Java or Python etc.). And most important, social network companies (YouTube, Flicker, Facebook, Instagram, etc.) are friendly to crawling techniques by providing public APIs

Applications

For branding

Monitoring social media allows researchers to find insights into a

brand A brand is a name, term, design, symbol or any other feature that distinguishes one seller's good or service from those of other sellers. Brands are used in business, marketing, and advertising for recognition and, importantly, to create an ...

's overall visibility on social media, to measure the impact of campaigns, to identify opportunities for engagement, to assess competitor activity and share of voice, and to detect impending crises. It can also provide valuable information about emerging trends and what

consumer A consumer is a person or a group who intends to order, or uses purchased goods, products, or services primarily for personal, social, family, household and similar needs, who is not directly related to entrepreneurial or business activities. T ...

s and clients think about specific topics, brands or products. This is the work of a cross-section of groups that include market researchers, PR staff,

marketing Marketing is the process of exploring, creating, and delivering value to meet the needs of a target market in terms of goods and services; potentially including selection of a target audience; selection of certain attributes or themes to emph ...

teams, social-engagement, and community staff, agencies and

sales Sales are activities related to selling or the number of goods sold in a given targeted time period. The delivery of a service for a cost is also considered a sale. The seller, or the provider of the goods or services, completes a sale in r ...

teams. Several different providers have developed tools to facilitate the monitoring of a variety of social media channels - from blogging to internet video to internet forums. This allows companies to track what consumers say about their brands and actions. Companies can then react to these conversations and interact with consumers through social media platforms.

In government

Apart from commercial applications, social media monitoring has become a pervasive technique applied by public organizations and governments. Monitoring is a tradition within the

public sector The public sector, also called the state sector, is the part of the economy composed of both public services and public enterprises. Public sectors include the public goods and governmental services such as the military, law enforcement, infra ...

, and social-media monitoring provides a real-time approach to detecting and responding to social developments. Governments have come to realize the need for strategies to cope with surprises from the rapid expansion of public issues. Sobkowicz introduced a framework with three blocks of social-media opinion tracking, simulating and forecasting. It includes: # real-time detection of emotions, topics and opinions # information-flow modelling and agent-based simulation # modeling of opinion networks Bekkers introduced the application of social media monitoring in the Netherlands. Public organizations in the Netherlands (such as the Tax Agency and the Education Ministry) have started to use social media monitoring to obtain better insights into the sentiments of target groups. On the one hand, the public sector will be enabled to provide timely and efficient answers to the public by using social media monitoring techniques, but on the other hand, they also have to deal with concerns about ethical issues such as transparency and

privacy Privacy (, ) is the ability of an individual or group to seclude themselves or information about themselves, and thereby express themselves selectively. The domain of privacy partially overlaps with security, which can include the concepts of a ...

Quantifying social media

Social media management software (SMMS) is an application program or software that facilitates an organization's ability to successfully engage in social media across different communication channels. SMMS is used to monitor inbound and outbound conversations, support customer interaction, audit or document social marketing initiatives and evaluate the usefulness of a social media presence. It can be difficult to measure all social media conversations. Due to privacy settings and other issues, not all social media conversations can be found and reported by monitoring tools. However, whilst social media monitoring cannot give absolute figures, it can be extremely useful for identifying trends and for benchmarking, in addition to the uses mentioned above. These findings can, in turn, influence and shape future business decisions. In order to access social media data (posts, Tweets, and meta-data) and to analyze and monitor social media, many companies use software technologies built for business.

Location-based

Most social media networks allow users to add a location to their posts (reference all of our feeds). The location can be classified as either 'at-the-location' or 'about-the-location'. "'At-the-location' services can be defined as services where location-based content is created at the geographic location. 'About-the-location' services can be defined as services which are referring to a particular location but the content is not necessarily created in this particular physical place." The added information available from geotagged (link to Geotagging article) posts means that they can be displayed on a map. This means that a location can be used as the start of a social media search rather than a keyword or hashtag. This has major implications for disaster relief, event monitoring, safety and security professionals since a large portion of their job is related to tracking and monitoring specific locations.

Technologies used

Various monitoring platforms use different technologies for social media monitoring and measurement. These technology providers may connect to the

API An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software Interface (computing), interface, offering a service to other pieces of software. A document or standa ...

provided by social platforms that are created for 3rd party developers to develop their own applications and services that access data. Facebook's Graph API is one such API that social media monitoring solution products would connect to pull data from. Some social media monitoring and analytics companies use calls to data providers each time an end-user develops a query. Others will also store and index social posts to offer historical data to their customers. Additional monitoring companies use crawlers and spidering technology to find keyword references. (See also: Semantic analysis,

Natural language processing Natural language processing (NLP) is an interdisciplinary subfield of linguistics, computer science, and artificial intelligence concerned with the interactions between computers and human language, in particular how to program computers to pro ...

.) Basic implementation involves curating data from social media on a large scale and analyzing the results to make sense out of it.

References

{{reflist Social media Social media management Mass media monitoring Social information processing