The act of social monitoring is when you recognize and react to brand mentions on social media.
This could be answering queries through a customer service representative, interacting with consumers on social media through a social media manager, or taking note of pain points your customers usually experience with your product.
Social media monitoring is more of a reactive approach.
The act of social listening, on the other hand, is when you gather data from and extract insights around:
- Organic brand mentions
- Organic industry mentions
- People organically share an opinion about your product or your industry/ competitors
Social listening is more of a proactive approach.
Should I Monitor or Listen?
It’s important to note that there is no “better” option between social listening and social monitoring. While your business may have long-term goals such as establishing a strong brand image, achieving this also requires meeting short-term goals such as maintaining positive brand sentiments through continued customer satisfaction.
Social media monitoring and analysis are great for staying on top of customer questions, complaints, or feedback, but social listening looks at the bigger picture and can provide insights into your consumers and competitors that you may not have been looking for.