KPIs  for social media A online community-based presentation  Presented by: Stuart Hall Community consultant [email_address]
Strategic use of KPIs
What make good KPIs? <ul><li>Communities are part of moving from   transactions to relationships – where relationships hel...
Harnessing the power of conversation
The value of conversations? <ul><li>The best contributions to  community will be those that publicly impact on your conten...
The balanced scorecard approach
KPI objectives - examples <ul><li>‘ Financial’ </li></ul><ul><li>Demonstrating ROI on investment in your community </li></...
KPI objectives - examples <ul><li>‘ Customer’  </li></ul><ul><li>Providing communities where your members can network with...
KPI objectives - examples <ul><li>‘ Internal business processes’  </li></ul><ul><li>Creating synergy between online and ph...
KPI objectives - examples <ul><li>‘ Internal learning and growth’  </li></ul><ul><li>Understanding of latest community tec...
The KPI model for performance <ul><li>If your objective is i ncreasing the number of (engaged) users </li></ul><ul><li>Wha...
Four step process examples
Your community KPIs need to be: <ul><li>Aligned with the business </li></ul><ul><li>Both quantitative and qualitative </li...
KPIs drive your success!                                       Abacus image by  mint imperial .
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KPIs In More Detail

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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

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

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