Mario Sundar

LinkedIn's 2nd PR hire. These are my thoughts on products, public relations, and startups.

Why do Social Media Management Tools Still Suck?

It’s been over 5 years since I wrote this piece on MarketingProfs referring to Charlene Li’s original post that introduced us to new ways to track social media metrics. Here we are in 2012 and after a review of some of the leading social media “management”, “monitoring” and “listening” tools, it’s too bad that we don’t have a single winner-take-all scenario but rather a mashup of tools, some of which work better than others.

Now, I bet you didn’t come here to read that. What I’d like to do over the next few minutes is to give you a sense of the social media landscape that greets you today. Consider this post a primer on navigating the mess that is social media management.

There are tons of social media management tools out there that’s probably confusing to the novice but the ones you’ve probably heard of are the ones above. If you haven’t checked it out yet, I’d highly recommend Jeremiah’s research on this topic.

Where do I begin?

I’m sorry to break this to you but there ain’t a single tool that’s a panacea for all your social media tracking woes. Frankly, you’re gonna find out that there are two kinds of tools that cater to different teams in your organization:

  1. Social Media Management tools (Tweetdeck, Hootsuite, etc.)
  2. Social Media Listening tools (Radian6, Sysomos, Lithium, etc.)

You’re going to find that all of the tools you evaluate is going to perform better either as a management tool or a listening tool. Very few try to do both (For example, Hootsuite) and in those cases, they fail at one of the two. Chances are that most companies and small businesses will start this journey looking for a social media management tool since the first step in evolving your company’s social media brain is “Awareness” where you identify and track your existing social media presence on social platforms. For example, see LinkedIn’s Social Media Presence below:

Step 1 is gonna be to monitor your activity on these key platforms, identify audience growth (# of followers) across platforms and figure out engagement (how to improve RTs or comments via proper copy and scheduling).

Define your criteria

Step 2 is to identify what are the criteria for selecting this social media tool for your company? The social media tool will have to take into account a bunch of internal requirements that you’ve got to map and then find a tool that fall within the parameters you set for yourself. Here are some criteria I mapped before we began the process of identifying potential social media tools at LinkedIn.

Once you define your version of the above criteria (see above), the goal is to come up with a list of tools that fall within the parameters you define. As you go through the list you realize that the primary challenge is finding a tool that’s complex enough to deal with massive datasets (for example, to plan your marketing campaigns on Twitter or run reports around PR campaigns) while at the same time easy enough to be used by everyone on the team to update your company’s status updates.

So, though Tweetdeck is ideal since it’s free and is easiest to use (has basic scheduling of tweets for e.g.) it unfortunately lacks even basic collaboration / report generation features. So, what you eventually end up with is you’re forced to pick either a Social Media Management System, Listening tool or both.

How does your company do social media? And, if you’ve had a different experience and found your ideal social media tool leave a comment or tweet me @mariosundar

Filed under: Social Media ROI, Social Media Tools, , , , , , ,

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