Background Social media has increased tremendously in users during the last years, which consequently has transformed the way people create, collaborate and communicate information. Given the wide usage, the opportunity for businesses to listen and analyze consumers' opinions online has increased. The technique of analyzing user-generated content from various social media channels is a tactic where companies can utilize their capacity and improve future business. Social listening is an active process where companies can attend, observe, interpret and respond to a variety of stimuli created by consumers on social media platforms.   Purpose The purpose of this research is to understand how organizations manage social listening and how the activities in the process can be implemented to leverage impacts for organizations’ marketing strategies. The purpose is refined by addressing the research questions:      -       How do organizations manage the social listening process?   -       How can the activities in the social listening process be implemented to enhance the leverage of impacts on the organization’s marketing strategy? Method To carry out the research purpose, a qualitative research through a descriptive multiple case study design was performed. Empirical data was collected through eight semi-structured interviews with professionals within the field. The primary data was reviewed in relation to previously conducted research by thematic analysis to answer the research questions.   Conclusion              The research finds that organizations’ intention of integrating social listening is to deepen the understanding of the market to incorporate the results in their marketing strategy. Empirical findings explain the social listening process by emphasizing on the importance of establishing intentions to facilitate the choice of process, separating qualitative and quantitative data, and to carefully chosen dissemination strategy, to leverage the impacts on marketing strategies as a result of social listening.

During recent public health emergencies, such as COVID-19 pandemic, the spread of over, false and misinformation in social media, resulted in an exponential use of digital social listening methodologies- in summary defined as collection and analysis of voices, concerns and/or perceptions expressed by individuals and communities- as part of the humanitarian response.  This raises the question on how those social listening findings are being used and influence emergency responses, while also addressing affected people’s needs and concerns, as part of the Accountability to Affected Populations (AAP) mandate- an obligation of every organisation on the ground to place people affected by crisis at the centre of humanitarian action and promote respect for their human rights.  Trough the comparative analyses of social listening reports and a mixed survey responded by Risk Communication and Community Engagement (RCCE) practitioners, using COVID-19 context as an example, this project helps understanding the role social listening has had in humanitarian responses, while providing possible ways to better connect social listening to programming.  On way forward is urgent to harmonise the definition of social listening and clearly distinguish social media listening and its limited role in terms of communities’ participation, while acknowledging the risk of exclusion of digital channels in general. Social listening cannot continue to be limited to the RCCE field, but involve other programme sectors, besides effectively engaging governments, civil society and affected populations. Offline mechanisms seem to be better shaped to address inclusion, localisation and contextualisation (and AAP in general), and therefore the need to invest in specific community-based mechanisms and/or systems that combine online with offline tools. For accountability purposes, monitoring action taken based on Social Listening findings and evaluating how it impacted programmes, it is an urgent priority. Besides the obvious humanitarian obligation of communicating (looping) back to communities what was done with their voices.

社群網站使用者不分年齡，幾乎沒有人不在這虛擬社交的浪潮上。儘管如此， 社群網站的交往卻不如現實般，社群中的絕大多數的內容是由少數發言者貢獻， 從來不發言的潛水者則佔了使用者基數的大部分。 本研究使用沈默螺旋理論的意見一致性概念與多種潛水動機作連接，藉此探 討發言者言論如何影響潛水者的動機選擇以及潛水行為表現。除此外，本研究藉 由同時使用社群聆聽技術和調查法作為研究方法，試圖以主、客觀區分兩種方法 並比較各自的益處和限制，也對社群聆聽技術只能使用發言者言論作為分析資料 來源的先天限制做出初步探討。 本研究收集到 599 份有效問卷和 285 篇社群網站文章，研究結果發現害怕被 孤立、社會性散漫兩種潛水動機完全中介了意見一致性對潛水行為的效果。主、 客觀研究方法的測量結果顯著相關，且對潛水動機之中介效果有相同預測能力。 / It is hard to find one had no experience using social networks in any age ranges. However, most of social network members are lurkers who barely post or comment to express their opinion. On the other hand, little regular posters contribute most content in every virtual society. This study used the concept of opinion congruency in spiral of silence theory to link up multiple lurking motives found by past studies in order to clarify how posters’ texts influence lurking motives and behavior. Besides, for the purpose of comparing pros and cons between social listening and survey, this study adopted both research methods to measure major opinion in discussion threads wherea seprated the two methods into subjective and objective ones. Also, this study would have preliminary discuss about the fact of limited analytical source of social listening. Collected 599 valid surveys and 285 social network discuss thread text, the result found that opinion congruency negatively influenced both lurking motives which positively influenced lurking behavior. The result also found that the subjective and objective research methods in this study were significantly related, and shared same predictive ability on both lurking motives’ mediated effect.