Communication Measurement June 2009

Communication MeasurementA few helpful slides
Ryan Williams, MAL
June 2009

Measurement planning
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Measurement Stages
Note: Efficiency measures are not included in this diagram – you could add through-puts

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What role will this measurement play?
Integral part of the enterprise business cycle
Specific project-based measurement
Support for Balanced Scorecard
One-off opportunity

Align and Focus your CommunicationWith Measurement
X
Annual Check Up
Pulse Check
Full Monty Physical
Planning For Change
Adjusting the Plan
Evaluate Success

Examples of Measurement Tactics
Full Monty Physical
Pulse Check
Annual Check Up

Best Practice Search
Interviews/focus groups
Secondary Research(existing surveys
Primary Qualitative Research
Interviews/focus groups
Informal Feedback
Participation rate
Tracked behaviour changes
Polling
Evaluation Survey
Goal indicators reached
Usage up
Information sharing increase
Feedback increased
Increased performance

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Tool of the Trade

Anyone conducting an organizational survey should appreciate that the very act of surveying itself influences attitudes
(Walters, 2002).

Use caution
With raised expectations, the importance of action exceeds that of the feedback itself
Kraut, 2006

Measurement Strategy
Top Tips for Measurement
Link to organizational strategy
Measure strategically – communication, loyalty, change
Focus process on the future
Measure often to track change
Always explain what and why you are measuring with the people you involve
Ask questions that matter and which yield actionable data
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Questions?
Ryan Williams, MAL
President – TWI Surveys Inc
www.twisurveys.com
On twitter @willy26
604-838-3351