6. Seven Principles: 1. Importance of Goal Setting and Measurement 2. Measuring the Effect on Outcomes is Preferred to Measuring Outputs 3. The Effect on Business Results Can and Should Be Measured Where Possible 4. Media Measurement Requires Quantity and Quality 5. AVEs are not the Value of Public Relations 6. Social Media Can and Should be Measured 7. Transparency and Replicability are Paramount to Sound Measurement Source: AMEC 6
9. The World is Unique & so is Measurement “ Your organisation is unique, your market is unique, your vision is unique, your strategy is unique, your execution is unique and your measurement & evaluation is unique” Philip Sheldrake/CIPR 2011 9
25. Brand Health Insights KPIs What topic sparked conversation What topic sparks emotion Sentiment of social channel Volume of references Sentiment Share of voice/ competitors Fans / Followers Top topics Brand references per campaign Getting branded ‘credits’ 25
26. Marketing Optimisation Insights KPIs Where conversation occur Do social channels cannibalise others content Which social channels/platforms generate greatest visit loyalty Conversions/ sales by channel Impressions per channel View/ click through per channel Visitor loyalty Most followed content People who talk about your brand Likeliness to buy based on specific behaviours Best times to post content Finding advocates 26
27. Revenue Generation Insights KPIs Likeliness to buy Impact of social media on search results Effectiveness of social channels for conversion/ revenue Conversion by channel Compare conversation / sales by channel Visit loyalty Improved search engine placement Do social channels cannibalise others content 27
28. Operational Productivity Insights KPIs Active advocates Service issues best answered online Potential cost saving from deflected calls Calls deflected & their savings # of advocates & their value Reduction in call centre costs Gaps in the ‘Knowledge Base’ 28
29. Customer experience Insights KPIs Acceleration of issues Common service/ product issues # of customer service issues sorted online % escalated/ resolved % of positive ratings & reviews Sentiment & emotional drivers Sentiment trends 29
30. Innovation Insights KPIs Customer requests Most common service/ product issues Speed to market Product development efficiency Competitive opportunities & threats 30
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38. Michael Blowers @michaelblowers Blog: www.mediaevaluation.blogspot.com Corporate site: put ‘media evaluation’ into Google Email: michael@meresearch.co.uk
Does everyone know what the AVE is? Anyone not used them before? Accountants sent to goal if used them. Only case is in sponsorship evaluation Colleague of mine on the CIPR Measurement Group panel Philip Sheldrake: ‘Smacks of professional incompetence’, ‘A greater waste of time you could not hope to find’
No Continuity – subject to the vagueries of the ad market
Into concept…Objectives – Jim Stern primary org objective: incr sales, low costs, incr reputation…first 2 quite measurable, last one a problem
AMEC (International Association for the Measurement and Evaluation of Communication) June 2010. The CIPR's Measurement Group joined with organisations such as the Global Alliance for Public Relations , the IPR's Commission on Measurement and Evaluation , the PRSA and the ICCO to agree a set of measurement and evaluation principles. Did anyone go? Kicks off a series of discussion and work groups to progress the issue…Leggetter “Change is PR starting to look forward not back”
AMEC Annual Summit 8-10 June (Lisbon) has put a whole day aside for a series of Workshops on each of these 1. Fundamental goals should be as quantitative as possible and Address who, what and how much is expected of a campaign 4. Measurement of PR involves the measurement of quantity and quality (sentiment and messaging) 5. AVE is about advertising… note, it measures ad cost not ad value 6. Meas is not a single metric or tool but a discipline, 7. If you do the same thing twice you should get the same conclusions
By Ruth Pestana, Worldwide Director of Strategic Services from Hill & Knowlton. CIPR concern – axis titles seem similar and in particular Target Audience Effect and Action seem to have same meaning. Released at AMEC conference in Nov ‘10
Brian Solis: Its about top-exec buy-in…try get them to talk about the audience, not the medium (social media) BUT it is not easy
Jim Sterne: identified over 100 new media metrics Volume of Consumer-created buzz for a brand based on number of posts Amount of buzz based on number of impressions Shift in buzz over time Buzz by day/day part Seasonality of buzz….
We are told that it all about communities….Ask yourself if you belong in these communities…. Word about case studies: Many processes are not inter-changable and stuff which worked for other won’t necessarily work for you … people often to keep their strategies and tactics secret if they work and so you need to filter ideas and test to find the good stuff
Goals: 1.grow network size 2. drive incremental visitors, 3.incr incremental conversions Done by: 1.Add unique tracking code to every element of outgoing social media interaction, 2. Track visits from social media through to sale/order 3. Combine with Facebook analytics
600 million active users (Jan 2011) Facebook contents is consumer brands ‘Nirvana’ Majority is hidden though Would like way to see the brand refs/context while maintaining privacy
Susan Ettlinger , Altimeter Group: ‘ Engagement’ could be passing visitors, followers, or actually buyers – be transparent ‘ Sentiment 85% accuracy for humans’ Automated up to ‘75%’ Messages – difficult to automatically capture use of ideas or qualities
Philip Sheldrake’s Influence Scorecard from ‘Business of Influence’ book
On the left Platforms like Radian6, Brandwatch. Social Media Management like Hootsuite, Tweetdeck On the right: Understand the enterprise…MR etc Ideal: Bit in middle…blend of the 2 as they are quite different worlds
Too many organisation run a selection of silos Getting to the data…. Who can benefit from it…
Thing carefully what measurers to ‘publish’ to whom as management expect it always to rise
ROI is all about financial, while social media is more about learning, innovation, relationships. David Mearman Scott, author says… MBA courses are preaching the wrong approach…with management hiding behind ROI argument for fear of social media. Brian Solis: can’t be measured via followers, views, hits…better to find an outcome and figure how to steer people in that direction
Ref: Gary Veynerchuk “whats the ROI of your Mother” What is the value of a social relationship
To help formulate goals/objectives Brand health: understand how people are talking about you, sentiment, trend Market optimisation: decision support, resourcing, targetting Revenue generation: Where are leads, conversions, revenue coming from Operational productivity: Call centre/issue deflection & reduce costs Customer experience: Good/consistent experience
Frank Eliason / Concast Cares
Eg. Dell Ideas Storm
Ubervu, $50pm, white label, monitoring, sentiment, word clouds, platform filters Viral Heat $10pm realtime monitoring, word clouds, platform filters, share of voice, sentiment Attentio (max 1000 citations for free) monitoring, trends, multi-languages, sentiment, buzz Nutshell Mail, from Constant Contact, send email of whats going on with your brand, specialises in your Facebook & Twitter feeds (Free) Tweetdeck just been sold to Twitter – flexible monitoring tool for Twitter, free MarketMeSuite Manage social media accounts in place from $6pm Trackur, monitoring tool ($18-$377pm), sentiment tagging, keyword tracking
Brandwatch, Lithium, separate monitoring and intelligence consoles Radian6, just sold to Saleforce.com for $300m+ Marketwire (Sysomos), Social Radar, immediate results, sentiment and topics Visible Technologies, ‘Enterprise ready’,
Market Sentinal, monitoring, benchmarking, influencer analysis Neilson Buzzmetrics, Original analysis tools for high-end and now forming part of a greater online analysis offering Synthesio, “ You may call us obsessed or even obscene”!! French, Integrasco, “ Y ou should spend $10 on the tool and $90 on the analyst” Teleco specialists Converseon, “ Listen, Organize, Engage and Measure approach”, These all tend to manual coding for sentiment (all/selection) with prices ranging form £1000pm+, offer white label
(above) (Brian Solis) Firms need to give back control to consumer. Only then can they engage and regain it Before social media there was a time when organisations were controlling the consumer (call center consumer manipulation, etc). The new order gives the power back to the consumer, increasing influence of WOM. Authority increase through engagement. Edelman Trust barometer has flagged we are most likely to be influenced by people like us (Net Promoter Index)
Does anyone agree?
Dave Carroll at Chicago O’Hare airport luggage handlers $3,500 guitar broke neck Over 10 million Youtube views Spreads fast….150k views in first day and hits No1 in Itunes download store Results in a series of 3 songs Within 4 days of video release United stock falls 10% ($180m) http://www.youtube.com/watch?v=5YGc4zOqozo 4min 30secs
Dashboard to link social media source with eventual sales
