This research paper from the Innsbruck Semantic Technology Institute and Fraunhofer Institute for Industrial Engineering provides a great framework for evaluating which social media monitoring tool to use in enterprise environments.
The criteria used by the authors are:
Analysis: Can the tool gather data from a variety of sources in variety forms (e.g., video and photographs) and format such in a easy-to-understand grid?
Engagement: Can a brand interact with consumers via social channels directly from the product?
Workflow management: Can a brand set up custom workflow management processes to properly triage customer service issues?
Influence: Is an influence indicator present?
Listening grid: How robust is the listening grid? That is, does it support multiple channels, languages, and topics?
Real time processing: Does the system support near-real time processing?
API: Does the system support APIs?
Sentiment analysis: Does the platform provide sentiment analysis and sentiment scores that supports opinion mining objectives?
Historical data: Can the platform access previously captured historical data and relate this to near-real time data capture?
Dashboard: Does the platform have a an easy-to-understand and easy-to-customize dashboard?
Data export: Does the platform allow users to export data for use in other systems or analysis?
The top-ranked social media monitoring platforms as determined by the authors’ evaluation process are:
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