Your company is in crisis. What social media listening tools can help you save your reputation?

Brandwatch and Mention have always been a top choice(s) for crisis management. Setting up alerts and diligently monitoring keywords are crucial steps in mitigating issues. Sometimes, though, we've rolled up our sleeves to get into the nitty-gritty of the platform and directly support consumers and answer questions. It's a great way to understand sentiment overall and shows some humanization in the process.

During brand crisis, tools like Talkwalker, Brandwatch, and Sprinklr are essential for social media listening. These platforms enable real-time monitoring, sentiment analysis, audience profiling, etc. Ipsos Synthesio, Sprout Social, Hootsuite, Meltwater, etc. are also good tools, offering broad coverage across social channels and the media landscape. Leveraging these tools is crucial for swiftly identifying and addressing potential threats to the company's reputation during a crisis. I have extensively used Talkwalker. No matter whichever tool you use, crafting a precise Boolean query is crucial to ensure you capture every relevant conversation. :)

Social media listening is very important, it will help you save your brand reputation and also prevent any issue from escalating. Social media listening is very important when building your brand so you get to know when to improve and where to improve on

During a crisis, it's crucial to monitor social media channels closely to manage your company's reputation effectively. These social media listening tools can help your company stay informed about conversations and sentiment surrounding your brand during a crisis, allowing you to respond promptly and effectively to protect your reputation.

One thing I do is create Google alerts for Salaria Sales Solutions. Anytime something is posted online about Salaria, I get a daily email notifying me. I also look at mentions across all platforms to see who is posting about us and what the main discussion points are. As for technology and tools, we don’t analyze things on a daily basis but rather on a weekly, monthly or quarterly basis. This way, the sample size is big enough that we can make legitimate observations and takeaways from the data. If you are over-monitoring, you’ll likely become overreactive and impulsive. It’s important to latch onto trending topics regarding your brand and capitalize on the timing but that doesn’t happen everyday. Be judicious about how you react to metrics

Social media listening can be a huge advantage for those who listen. It can provide market feedback, product feedback, packaging feedback, so much gold can be mined from the comments if only you dig.

Set a clear operational plan and RACI (responsible, accountable, consulted, informed) for how information is shared, where, with whom, how decisions are made and who makes them, and what happens when they are made. Without that, you'll know you have a problem, but have no course of action.

In a crisis, social media listening tools are vital, involving four steps: monitoring, analyzing, responding, and improving. First, track mentions related to your brand and the crisis. Then, analyze the data for insights on the crisis's impact. Respond with a well-crafted communication plan that reflects your brand values. Lastly, assess how your response affected the situation and your reputation, learning and adjusting for the future.

In crisis management, leverage advanced social media listening tools for real-time monitoring, rapid issue detection, and precise sentiment analysis. Tailor responses with data-driven insights, enhance stakeholder engagement by identifying influencers, and ensure a systematic crisis management approach. Use continuous monitoring for dynamic communication adjustments, showcasing adaptability. Post-crisis, conduct a powerful, concise technical evaluation to refine protocols and mitigate reputational risks.

The best tool for social media listening is Google alerts. Google alerts pull from every source on the web. The only downside is that it doesn’t integrate with CRM systems or other social media listening tools. There is of course Hootsuite that has rich data but you have to buy the premium version to get all of the important features. Many social media sites, including LinkedIn, close off their data from third party applications. Instagram is especially bad in sharing data with social media listening tools. So just because you bought Hootsuite doesn’t mean you never have to login to any of your social media accounts. A lot of the social media platforms offer excellent data and insights on how your brand is performing online.

Something that not loads of them offer but that I find super helpful is sentiment analysis for primary and secondary terms. I know Netbase-Quid offers this.

The Accuracy and Reliability should be examined firstly. Imagine using a platform that's not reliable and ready to deliver at time and keeps the customer stranded. It reduces the credibility of such company. Then accurate works being delivered through such social media listening tools.

Real-time data delivery is another critical feature for effective crisis management. Quick access to insights allows organizations to respond promptly to emerging situations. Advanced analytical features such as sentiment analysis, influencer tracking, and trend analysis can provide deeper insights into public perception and help identify key stakeholders in the conversation. Visualization tools like dashboards and reports are also vital; they transform complex data into easily digestible formats that facilitate informed decision-making and communication within your team and with external stakeholders. Integrating these capabilities with existing marketing tools enhances overall efficiency in managing crises effectively.

Broad Reach: Facebook, Twitter, blogs, forums – every whisper must be heard. Niche platforms matter too, so cast a wide net. Accuracy: Spam, bots, irrelevant chatter – banish them! Reliable data is your shield, reflecting the true landscape of the crisis. Real-Time: Speed is crucial! Near-instant data lets you react swiftly, turning the tide before it crashes. Analysis: Sentiment, tone, emotions, influencers – understand the heart of the storm. Advanced analysis tools are your secret intel. Visualization: Charts, graphs, maps, dashboards – see the data come alive, communicate insights clearly and quickly. Integration: CRM, social media management, email tools – let them work together, streamline your crisis response.

One time, I overreacted to fake reviews of my company, Salaria Sales Solutions. A few people who we decided not to hire went onto social media platforms and gave our company bad reviews. Even though they never worked for us in any capacity, they went out of their way to bad mouth us. I got really emotionally wrapped up in it and posted my own videos to fight back against these “trolls”. In the end, it just made the situation worse and brought attention to nonsense. So be very careful about what you react to. You don’t want your negative reaction to go viral and shoot yourself in the foot. Take your emotions out of it. When a crisis occurs on social media involving your brand it’s so easy to become emotionally. Don’t. Take a breath.

Your process and tools are only as good as the people that enabled to access and action them. Everyone in the process should be enabled to make swift decisions, most fast and communicate internally.

Here are some key social media listening tools that can help: Brand Monitoring & Alerts: 1.Brandwatch, Mentionlytics: Track brand mentions, sentiment, key players. 2.Sprout Social: Robust reporting, analytics for crisis scope & sentiment. Crisis Management Platforms: 1.Talkwalker: Crisis playbooks, sentiment analysis, influencer mapping. 2.Meltwater: Crisis dashboards, proactive issue management. 3.Buzzsumo: Identify trending content, address misinformation quickly. Social Listening & Analytics: 1.Brand24: Advanced sentiment analysis to tailor your response. 2.Synthesio: AI-powered insights for root causes & solutions. 3.Digimind: Track sentiment evolution, gauge response effectiveness.

Social media listening tools help you monitor and analyze what people are saying about your brand and industry on social platforms. They can help you deal with a crisis by responding to your customers and stakeholders in a timely and effective manner. Some popular social media listening tools are Brand24, Agora Pulse, and Brandwatch. I personally love brandwatch most. They give you a deep analysis about everything.

I recommend tools like Brandwatch, Hootsuite, and Mention for social media listening. They can help monitor online conversations, track mentions, and provide insights to manage your brand reputation during crisis. You may also look into Instagram hashtags (manually) for quick postmortem. Always keep an eye on trending hashtags - they basically the seed to blooming flower or tremor leading to destruction. Early diagnosis can save you from bigger crisis.