KPIs In More Detail
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KPIs In More Detail



A run through of how KPIs work for social media, providing more context to my single slide presentation. Hope it's helpful.

A run through of how KPIs work for social media, providing more context to my single slide presentation. Hope it's helpful.



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KPIs In More Detail Presentation Transcript

  • 1. KPIs for social media A online community-based presentation Presented by: Stuart Hall Community consultant [email_address]
  • 2. Strategic use of KPIs
  • 3. What make good KPIs?
    • Communities are part of moving from transactions to relationships – where relationships help drive transactions
    • So balancing quantitative with qualitative is essence of community building – value from conversations and traffic
    • But what does this mean in KPI terms, how can this help as a tool?
    • As its simplest to make sure wherever possible for each objective there is a quantitative and qualitative metric to strike the right balance
  • 4. Harnessing the power of conversation
  • 5. The value of conversations?
    • The best contributions to community will be those that publicly impact on your content, processes or products.
    • Your business needs to be seen to be part of the conversations, and seen to be responding to people on an individual basis; it’s part of achieving the objective of a professional social networking community with a strong value proposition.
  • 6. The balanced scorecard approach
  • 7. KPI objectives - examples
    • ‘ Financial’
    • Demonstrating ROI on investment in your community
    • Increasing the number of (engaged) users
    • Increasing membership recruitment, retention and renewal
  • 8. KPI objectives - examples
    • ‘ Customer’
    • Providing communities where your members can network with their peers
    • Providing communities where members can create and share their own content
  • 9. KPI objectives - examples
    • ‘ Internal business processes’
    • Creating synergy between online and physical events using social media tools
    • Being flexible and nimble in supporting collaborative community activity and capitalising on opportunities as they arise
    • ‘ Adding value’ to member generated content
  • 10. KPI objectives - examples
    • ‘ Internal learning and growth’
    • Understanding of latest community techniques to gain greater engagement
    • Embed community KPIs within business-wide objectives and target setting
    • Awareness of internet developments, and ability to distinguish which are important, which we should exploit, and which we should reproduce
    • Plan and budget for review/development of online community functionality and content
  • 11. The KPI model for performance
    • If your objective is i ncreasing the number of (engaged) users
    • What would the metric or measure would be?
    • Quantitative: number of discussion threads
    • Qualitative: number of discussion threads where there has been an active discussion
    • 2. Target?
    • 3. Results?
    • 4. Ownership & action?
  • 12. Four step process examples
  • 13. Your community KPIs need to be:
    • Aligned with the business
    • Both quantitative and qualitative
    • Actionable – there needs to be action according to results, with ownership
  • 14. KPIs drive your success!                                       Abacus image by mint imperial .