What is it?
By definition, Social media monitoring is the active monitoring of social media channels for information about a company or organisation. It allows companies to see where their brand or products are mentioned and measures customer reaction across all social media channels.
How does it work?
Social media monitoring is beneficial to companies in order to understand customer concerns and reactions to products, measure effectiveness of advertising campaigns and is essential for pharmacovigilance.
There are options on social media monitoring systems which we currently use that filter comments for drug-related products, brands, and certain words or phrases as requested. These comments will be automatically hidden without the user knowing. This protects the brand reputation particularly as many of these comments can appear outside of working hours. Users can also be blocked without their knowledge from commenting on the brand channels in order to reduce any reputational damage.
Combined Media currently monitors social media for many of the major pharmaceutical brands. Reporting can be provided daily or as needed in accordance with brand guidelines.