“electronic word-of-mouth” is seen as reliable by consumers and significantly affects a firm’s perceived value.
developed a social media audit template for the book Social Media Strategy: Marketing and Advertising in the Consumer Revolution from the principle of the Five Ws that is taught to journalists: who, where, what, when, and why
Who categorizes data according to who is talking, whether that is the company, consumers, or a competitor.
Where lists content by social media channel and environment. Channels include outlets like YouTube, Facebook, or Pinterest, while environment refers to the look and feel.
Finally, each observation is scored as either a problem or an opportunity to help determine appropriate marketing action in the social strategy.