An approach for evaluation of social media monitoring tools
An approach for evaluation of social media monitoring tools
复制标题
社交媒体监控工具的评估方法
DOI：
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发表时间：
2012
期刊：
影响因子：
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通讯作者：
A. Thalhammer
中科院分区：
文献类型：
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作者：
Ioannis Stavrakantonakis;Andreea;Harriet Kasper;I. Toma;A. Thalhammer
社交网络是重要的沟通手段，吸引了全球数百万用户。特别是对于企业来说，参与并了解这些沟通渠道上有关其产品和服务的讨论内容已成为必须。社交媒体监控工具使企业能够以高度可扩展的方式实时获取真实的客户意见、投诉和问题。近年来，随着社会监控工具数量的迅速增加，企业面临着选择适合自己需求的工具的艰巨任务。本文提出了一个结构化的评估框架，包括一组评估标准，可用于从三个角度分析社会监测工具：它们实现的概念、使用的技术和它们提供的用户界面。为了展示我们的评估框架的实用性，我们在简要描述了一组社会监测工具后对其进行了分析。
Social networks are important means for communication, engaging millions of users around the glob. For enterprises in particular, being present and aware of what is discussed on these communication channels about their products and services has become a must. Social media monitoring tools enable enterprises to have access to real customers opinions, complaints and questions, at real time in a highly scalable way. As the number of social monitoring tools has rapidly increased in the last years, enterprises are faced with the difficult tasks of choosing the right tool for their needs. This paper proposes a structured evaluation framework comprising a set of evaluation criteria that can be used to analyze social monitoring tools from three perspectives: the concepts they implement, the technologies used and the user interface they provide. To show the usefulness of our evaluation framework we analyze a set of social monitoring tools after briefly describing them.