bluegrass prsa monitoring and measurement

Bluegrass PRSA

February 24, 2011Louisville, Ky.

MEASURE THIS!No Bullshit Guide To Social Media

Monitoring & Measurement

Thursday, February 24, 2011

social media explorer | Bluegrass PRSA

What We Need To Know

Monitoring & Measurement

•The differences between the two

•What types of data each effort provides

•What each can do for your organization

•So we can set goals for them



In Other Words ...

What do monitoring & measurement

mean to me?



What the analysts say

•Define requirements first

•Develop your social media playbook

•Make you own measurement framework

Courtesy: The Altimeter Group. Used with permission.



What the analysts say




Key Takeaway ...

•What does monitoring mean for my organization?

•What does measurement mean for my organization?



Let’s Define

Monitoring is ...

watching or listening to conversations in order to determine a course of action

Measurement is ...

quantifying or qualifying online activity to establish success, failure or comparison



If You’re Monitoring ...

•Protect your reputation

•Facilitate customer support

•Invite innovation

•Build trust

•Market through conversation

•Gather business intelligence



If You’re Measuring ...

•Measure sales/leads

•Measure cost savings

•Measure customer satisfaction

(The three business metrics!)



If You’re Measuring ...

•Improve branding & awareness

•Protect/Improve reputation

•Build community/advocacy

•Increase customer satisfaction

•Harvest research

•Drive sales/leads



Key Takeaway ...

None of these things happen if you don’t first

know what you’re trying to accomplish!

Image by Mare Kiliasz on ShutterStock.com



Monitoring Data (KPIs)

• Volume of conversation

• Sentiment & tone around

your brand

• Conversational

marketshare

• Competition comparison

• Audience characteristics

• Related topics

• Influential voices

• Location of conversations

• Brand mentions

• Service issues/needs

• Real-time opportunity



Measurement Data (KPIs)

Website metrics• Traffic

• Social outpost traffic

• Conversions• Sales

• Leads

• Downloads

• Search metrics• Rankings

• Backlinks

• Share metrics• Shares

• Click throughs

• Social audience metrics• Fans/Followers/Friends

• Outpost activity

• User-generated content

• Comments

• Ratings/Reviews

• Volume of conversation

• Sentiment & tone

• Conversational marketshare

• Competition comparison

• Audience characteristics

• Bookmarks

• Referrals



Key Takeaway ...

Monitoring metrics ...

tell you who is saying what, when and where

Measurement metrics ...

tell you what you’re getting out of it



Key Takeaway ...

• Select the monitoring service that provides results/functionality you want for your monitoring efforts

• Select a measurement service or metrics that provide results for your selected goals

• Sales & Conversions? Web analytics package

• Reputation management? Monitoring service/research tool

• Customer service routing and assignment? Monitoring service with workflow built in

• Search engine rankings? SEO tool that monitors and reports rankings, trends, changes, etc.



To Activate, We Need To ...

•See the tools

•Understand what each does

•Know how to set them up

•Know what reports we can get out of

them



Free Monitoring Solutions

• Google Alerts

• Twitter Search

• Social Mention

• PeopleBrowsr (freemium)

• IceRocket

• uberVu (freemium)

• BoardTracker



Problems With Free

• Limited data

• Limited functionality

• Most reporting is manual

• RSS



Paid Monitoring Solutions

• Alterian SM2

• Lithium Social Media Monitoring

• Radian6

• Sysomos

• Trackur

• Visible Technologies

• Dozens more



Online Research Solutions

• ConsumerBase

• Listen Logic

• Spiral16

• Crimson Hexagon

• Collective Intellect

• Cymfony

• MotiveQuest

• Nielsen Online



The Hardest Part Of The Tools

• Setting Up Your Searches

• Insist on assistance

• Expect trial and error

• Be patient

• Understand 100% accuracy is

not possible

Image by Helder Almeida on ShutterStock.com



Speaking Of Accuracy

• Sentiment analysis

• Random keyword

coincidences

• Totality of web not possible

• Variations in results

• Think averages and trends

sxch.hu



Measurement Reminders

• Remember what we are trying to accomplish

• Select reports that reflect the key performance indicators of those goals

• Produce different reports for different stakeholders

• Automate as much as you can

• Contextualize with summaryImage by Rudyanto Wijaya on ShutterStock.com



The ROI Pyramid




Reports

• Pretty PDFs of the service’s top line metrics

• CSV/Excel exports you can build yourself

• Screen captures of key charts/graphs

• Don’t forget the executive summary



Vendor Reporting

Easy Reports (Less Customizable)

•Sysomos

•Radian6

• Lithium SMM

•Social Mention

•ViralHeat

Workload Reports (Manual)

•Export data

•Produce spreadhseets

•Written report with screen shots/charts as images



Reporting Solutions Emerging

•SWIX (swixhq.com)

•ViralHeat (viralheat.com)

•Social Report (socialreport.com)

•PeopleBrowsr (peoplebrowsr.com)



Automatic vs. Manual

• Automatic can produce disparate reports (style, data, etc.)

• Manual is time consuming

• Automatica can offer real-time data checks


• Automatic is easier




Key Takeaway ...

• Don’t forget why we’re measuring

• Tie reporting to your goals

• Report the business metric first, KPIs after

• Produce different reports for different stakeholders

Image by Rudyanto Wijaya on ShutterStock.com



Stakeholder Reporting

• C-level cares about the bottom line

• C-level may not understand or need to know layers of tech

• Managers need more info, but not minutia

• Implementation team often only needs a bit of the big picture



Framing Your Reports

• Remember context

• Averages & trends

• Current campaigns

• What the receiver cares about

• Remember the goals

• Remember the business metrics

• Remember C-level’s desire (or lack of) for details



Overcoming Objections

• Anticipate objections

• We’re wasting time

• We aren’t selling anything

• We’re regulated

• People are talking bad about us

• Overcome them with data they care about



Key Takeaway ...



Thank You!

Jason Falls@JasonFalls

502.509.4763

socialmediaexplorer.com

[email protected]

STRAIGHT ANSWERS, REAL HELP

ExploringSocialMedia.com


mailto:[email protected]

mailto:[email protected]

bluegrass prsa monitoring and measurement

Business

social media playbookmake

monitoring metrics

youre monitoring

business metrics

andwheremeasurement

measurement service

key takeaway

metrics thatprovide