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No BS Monitoring and Measurement
1. MEASURE THIS!
The No B.S. Guide To Social Media
Monitoring & Measurement
Social Media Integration Conference
SMIATL
September 16, 2011
Atlanta, Ga.
2. 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
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3. 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
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4. What the analysts say
•Define requirements first
•Develop your social media
playbook
•Make you own measurement
Courtesy: The Altimeter Group. Used with permission. framework
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5. What the analysts say
Courtesy: The Altimeter Group. Used with permission.
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6. Key Takeaway ...
•What does monitoring mean for my organization?
•What does measurement mean for my organization?
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7. If You’re Monitoring ...
•Protect your reputation
•Facilitate customer support
•Invite innovation
•Build trust
•Market through conversation
•Gather business intelligence
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8. If You’re Measuring ...
•Measure sales/leads
•Measure cost savings
•Measure customer satisfaction
(The three business metrics!)
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9. If You’re Measuring ...
•Improve branding & awareness
•Protect/Improve reputation
•Build community/advocacy
•Increase customer satisfaction
•Harvest research
•Drive sales/leads
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10. 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
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11. Monitoring Data (KPIs)
• Volume of conversation • Related topics
• Sentiment & tone around • Influential voices
your brand
• Location of conversations
• Conversational
marketshare • Brand mentions
• Competition comparison • Service issues/needs
• Audience characteristics • Real-time opportunity
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12. Measurement Data (KPIs)
Website metrics • Social audience metrics
• Traffic • Fans/Followers/Friends
• Social outpost traffic • Outpost activity
• Conversions • User-generated content
• Sales • Comments
• Leads • Ratings/Reviews
• Downloads • Volume of conversation
• Search metrics • Sentiment & tone
• Rankings • Conversational marketshare
• Backlinks • Competition comparison
• Share metrics • Audience characteristics
• Bookmarks
• Shares • Referrals
• Click throughs
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13. Key Takeaway ...
Monitoring metrics ...
tell you who is saying what, when and
where
Measurement metrics ...
tell you what you’re getting out of it
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14. Recommendations ...
• 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.
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15. 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
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16. Free Monitoring Solutions
• Google Alerts
• Twitter Search
• Social Mention
• PeopleBrowsr (freemium)
• IceRocket
• uberVu (freemium)
• BoardTracker
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17. Problems With Free
• Limited data
• Limited functionality
• Most reporting is manual
• RSS
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18. Paid Monitoring Solutions
• Alterian SM2
• Lithium Social Media Monitoring
• Radian6
• Sysomos
• Trackur
• Visible Technologies
• Dozens more
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19. Online Research Solutions
• ConsumerBase
• Listen Logic
• Spiral16
• Crimson Hexagon
• Collective Intellect
• Cymfony
• MotiveQuest
• Nielsen Online
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20. 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
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21. Speaking Of Accuracy
• Sentiment analysis
• Random keyword
coincidences
• Totality of web not possible
• Variations in results
• Think averages and trends
sxch.hu
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22. 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
Image by Rudyanto Wijaya on ShutterStock.com • Contextualize with summary
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23. The ROI Pyramid
Courtesy: The Altimeter Group. Used with permission.
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24. 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
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25. Vendor Reporting
Easy Reports Workload Reports
(Less Customizable) (Manual)
• Sysomos • Export data
• Radian6 • Produce spreadhseets
• Lithium SMM • Written report with
screen shots/charts as
• Social Mention images
• ViralHeat
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26. Reporting Solutions Emerging
•SWIX (swixhq.com)
•Sprout Social (sproutsocial.com)
•Social Report (socialreport.com)
•ValueVine (valuevine.com)
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27. Automatic vs. Manual
• Automatic can produce disparate
reports (style, data, etc.)
• Manual is time consuming
• Automatica can offer real-time data
checks
• Manual is time consuming
• Automatic is easier
• Manual is time consuming
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28. 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
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30. Content Measurement
•Website •Advertisements
•Blog •Direct Mail
•Tweets, Posts, Blahs •Annual Reports
•Newsletters
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31. Define Your Content Qualities
•Whoʼs it for?
•Whereʼs it placed?
•Whatʼs its purpose?
•Whatʼs the point?
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32. What those mean ...
•Audience
•Channel
•Purpose
•Call-To-Action
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33. Website
Audience
Public
Purpose
Present product or service
Call-To-Action
Buy/Download/Subscribe
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34. Blog
Audience
Qualified Public
Purpose
Establish Authority, Organic
Push, Rank in SERPs
Call-To-Action
Subscribe, Join, Buy,
Download, Share, Link
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35. Email/Direct Mail
Audience
Customers, Qualified Leads
Purpose
Drive Trial, Drive Sales, Drive
Referrals, Engage
Call-To-Action
Call, Schedule, Buy,
Recommend, Respond
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36. Online Media/PPC Advertising
Audience
Purchase-Ready Qualified
Leads
Purpose
Drive Sales, Drive Leads, Build
Awareness*
Call-To-Action
Buy, Call, Download
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37. Twitter
Audience
Interested Public
Purpose
Establish Authority, Engage or
Humanize, Organic Push,
Customer Service
Call-To-Action
Follow, Subscribe, Respond,
Retweet, Buy, Call, File Ticket
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38. Facebook/Google+
Audience
Interested Public
Purpose
Engage or Humanize, Organic
Push, Customer Retention
Call-To-Action
Respond, Comment, Buy, Call,
Provide Feedback, Participate
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40. The Key To It All
• Set Goals
• Translate to Calls-To-Action
• Measure That
• Trend & Track other PIs
• But don’t get distracted!
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42. Your Turn!
We’re Going To Build A Scorecard!
•Weʼre going to give you
the overarching
objectives
•Youʼre going to come up
with some strategies
•THEN…Most
importantly…Some
metrics to track against
those strategies!
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43. And The Objectives Are ...
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44. Thank You!
JASON FALLS CHUCK HEMANN
@JASONFALLS @CHUCKHEMANN
SOCIAL MEDIA EXPLORER EDELMAN DIGITAL
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