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Social Media
                               Measurement:
                             How Do I Love Thee,
                              Let Me Count the
                                   Ways




       Compasspoint Webinar Week
Beth Kanter, Beth’s Blog – February 13, 2012
Welcome Compasspoint Webinar Week!

If you experience any technical difficulties logging into the
system, please contact Ready/Talk Customer support:
800.843.9166

Please use *6 to Mute your conference line

While we are waiting, play with the chat:
What’s your burning question about social media
measurement?
I Love Social Media Measurement
Social Media Measurement Webinar
   AGENDA
                                                                  OUTCOMES
Introduction
                                                               Leave webinar ready
                                                              to take a small step to
5 Stages of                                                      improve how you
Measurement                                                    measure and learn to
                                                                improve your social
Love
                                                                  media strategy!

Tales of Romance
Case Studies                 FRAMING
                        • Balance of peer learning & expert
How To Fall In Love       sharing
With Measurement in 7   • Interactive: Ask Questions, Use Chat
Easy Steps              • Housekeeping: Mute: *6 Unmute: *7
                        • #Love2measure Twitter Hashtag
I Love Social Media Measurement
I Love Social Media Measurement
I Love Social Media Measurement
Social Media Nonprofit ROI Poetry Slam 2008
Strategy
                 Plan
               Research

Refine
                                    Do
Adapt     Measurement
             Basics




     Analyze              Measure
I Love Social Media Measurement
I Love Social Media Measurement
The Five Stages of Social Media
Measurement Love

                                        Improved
                              Delight   Results
                  Confusion
         Fear
Denial
Denial
          Social media is an
           art form, not a
         science. It can’t be
             measured!
Fear
       What if my social
        media strategy
        doesn’t show a
       return? Will I get
             fired?
Confusion
              I know I should
            measuring our social
            media, but not sure
               what or how?
Delight   Hey check out
            these cool
             metrics!
Acceptance: Improved Results
                       Successful social media
                        decisions start with
                           measurement
POLL
What stage are you and your
organization in now?
Type Your Reflection Into the Chat!


                          What does that
                          look like?
                          What do you
                          need to get to
                          the next stage?
A Few Nonprofit Measurement Love Stories
What can we learn from a nonprofit measurement maven?
Key results generally
include:

• increasing the
movement size by
increasing membership
• garnering attention
from all media
through creative
engagements
• getting policies passed
• working with aligned
partner organizations
• increasing capacity
I Love Social Media Measurement
Momsrising wanted to demonstrate to Congress that there was a grassroots
constituency that supported Medicaid and dispel a misperception that while
Medicare has a strong constituency, Medicaid did not.
500 Stories from 43
states
Curated best ones that
illustrated their
message
Repurposed across
channels
100K emails to congress
I Love Social Media Measurement
I Love Social Media Measurement
I Love Social Media Measurement
I Love Social Media Measurement
I Love Social Media Measurement
I Love Social Media Measurement
Metric Mondays – Social Media Metrics




                        Measuring Goal:
                        Movement Growth
Not all nonprofits are born
as Networked Nonprofits
with an agility to use social
media effectively ….

It‘s a lot like learning how
to juggle. You don’t start
with more than 2 balls ….
KSW's mission is to produce, present, and
promote art that empowers Asian
American artists and communities.
Focused on one channel (Facebook) to use best practices to:

Increase brand awareness
RESULT: We went from 343 to 593 fans

Increase engagement
RESULT: Our post feedback went up 269%

Increase participation of new people in classes and events
RESULT: 10% new students /attenders say they heard about us
through Facebook

-Audience: Artists and community

-Strategy: Show the human face of artists, remove the mystique,
get audience to share their favorites, connect with other
organizations
Photos
Worked: Showing our faces, looking behind-the-scenes
Didn’t Work: Posting on evenings/weekends, links to event albums
AH-HA! Our FB page needed a personality makeover; we needed to be ourselves

Questions
Worked: Fun, easy to answer questions that tapped into our fans’ expertise
Didn’t Work: Anything too personal and open-ended questions.
AH-HA! We needed to engage our audience in a two-way conversation

Partnerships
Worked: Mutually supporting another page, using that page as a source of content
Didn’t Work: Last-minute giveaways
AH-HA! Partnering with another org can expand our audience and provide interesting
content.

Other
Multiple posts per day
Weekly editorial calendaring
Commenting on other pages
Tagging
Enlisting board members to invite friends (result: +40 fans)
I Love Social Media Measurement
Type Your Reflection Into the Chat!


                           What struck you about
                           these stories of nonprofit
                           measurement love?

                           What ideas can you steal
                           for your organization?
How To Fall in Love with Measurement
Strategy
Goals
                      Measurement
Measurement           Steps
Audience Definition   Goals
 Target Audience      Benchmarks
  Influencers         Metrics – KPI
Environmental Scan    Costs
Messaging/Content     Select Right Tool To
Channels/Tactics      Collect Data
Pilot                 Turn Data in Action
Budget
Timeline
Define Goals
Keep asking to what end?

Awareness
Reputation
Relationships
Action
Donations
Volunteers
Behavior Change
Making Your Goals Measurable
•   What is your result?
•   Who do you want to reach?
•   What do you want them to do?
•   How will you measure success?



                                    S Specific
                                    M Measurable
                                    A Attainable
                                    R Relevant
1. How many?
                                    T Timely
                  2.   By when?
Theory of Change Lite: To What End?

              Kidds
Organization’s
  communications
strategies have more
impact on policy and
    social change
      outcomes
                 Organization has
                better relationships
                 with influencers ,
                   partners, and
                   stakeholders

                                    Organization gets
                                  better at social media
                                   integration strategy
                                    and measurement
                                        discipline

                                                       Organization
                                                   implements pilot to
                                                    learn what works
                                                      w/ 1-2 metrics
Integrated Social Media Strategy
Facebook Measurement Pilot
Target Audience: Advocates
Intermediary Audience: Policy Makers

Advocates send 200 emails, make 300 phone calls, and post on FB page to
endorse an issue related to ACA

Identify and establish relationships with “influencers” (lawmakers, parents, etc)
through Facebook so they spread stories of Children’s Health Care by 1/2012

Increase number of fans for Facebook page by 10% by 2012

Increase engagement with Facebook fans to 3 comments per post by 2012

Repurpose policy paper content into series of regular Facebook posts by 2012

Two aligned partners collaborate on an online event on Facebook to draw
attention to issue by 2012
Type Your Reflection Into the Chat!


                           Share one of your goals
                           for your social media
                           strategy

                           How did you make it
                           measurable?
Benchmarks




"The greatest danger for most of us is not that
our aim is too high and we miss it but that it is
too low and we reach it." Michelangelo
Benchmark: Peer Organization




                                 THEM
                                 US




      Followers   Average RT per Tweet
DYI Benchmark Study of Peers
Key Result Metrics

What are the metrics you
will report with?
There is no shortage of metrics you
could use …….                            27. Social bookmarks
                                         28. Subscriptions (RSS, podcasts, video series)
1.    Volume of consumer-created buzz    29. Pageviews (for blogs, microsites, etc)
2.    Amount of buzz                     30. Effective CPM based on spend per impressions received
3.    Shift in buzz over time            31. Change in search engine rankings for the site linked to through
4.    Buzz by time of day                social media
5.    Seasonality of buzz                32. Change in search engine share of voice for all social sites
6.    Competitive buzz                   promoting the brand
7.    Buzz by category                   33. Increase in searches due to social activity
8.    Buzz by social channel             34. Percentage of buzz containing links
9.    Buzz by stage in purchase funnel   35. Links ranked by influence of publishers
10.   Asset popularity                   36. Percentage of buzz containing multimedia (images, video, audio)
11.   Mainstream media mentions          37. Share of voice on social sites when running earned and paid media
12.   Fans                               in same environment
13.   Followers                          38. Influence of consumers reached
14.   Friends                            39. Influence of publishers reached (e.g., blogs)
15.   Growth rate of followers friends   40. Influence of brands participating in social channels
16.   Rate of pass-along                 41. Demographics of target audience engaged with social channels
17.   Change in rates                    42. Demographics of audience reached through social media
18.   Second-degree reach                43. Social media habits/interests of target audience
19.   Embeds / Installs                  44. Geography of participating consumers
20.   Downloads                          45. Sentiment by volume of posts
21.   Uploads                            46. Sentiment by volume of impressions
22.   User-initiated views               47. Shift in sentiment before, during, and after social marketing
23.   Ratio of embeds to views           programs
24.   Likes / favorites                  48. Languages spoken by participating consumers
25.   Comments                           49. Time spent with distributed content
26.   Ratings                            50. Time spent on site through social media referrals


Source: 100 Ways to Measure Social Media by David Berkowitz
There is no shortest of metrics you                       75. Customers assisted

could use …….                                             76. Savings per customer assisted through direct social media interactions
                                                          compared to other channels (e.g., call centers, in-store)
                                                          77. Savings generated by enabling customers to connect with each other
51.   Method of content discovery                         78. Impact on first contact resolution (FCR) (hat tip to Forrester Research
52.   Clicks                                              for that one)
53.   Percentage of traffic generated from earned media   79. Customer satisfaction
54.   View-throughs                                       80. Volume of customer feedback generated
55.   Number of interactions                              81. Research & development time saved based on feedback from social
56.   Interaction/engagement rate                         media
57.   Frequency of social interactions per consumer       82. Suggestions implemented from social feedback
58.   Percentage of videos viewed                         83. Costs saved from not spending on traditional research
59.
60.
      Polls taken / votes received
      Brand association                                                  What you
                                                          84. Impact on online sales

61.   Purchase consideration  Measure                     85. Impact on offline sales
                                                          86.What
                                                               Discount redemption rate
62.   Number of user-generated submissions received       87. Impact
                                                                          could
                                                            matters on other offline behavior (e.g., TV tune-in)
63.
64.                          Everything
      Exposures of virtual gifts
      Number of virtual gifts given
                                                          88.most? generated
                                                               Leads

65.
66.
      Relative popularity of content
      Tags added
                                                                         measure
                                                          89. Products sampled
                                                          90. Visits to store locator pages
                                                          91. Conversion change due to user ratings, reviews
67.   Attributes of tags                                  92. Rate of customer/visitor retention
68.   Registrations from third-party social logins        93. Impact on customer lifetime value
69.   Registrations by channel (                          94. Customer acquisition / retention costs through social media
70.   Contest entries                                     95. Change in market share
71.   Number of chat room participants                    96. Earned media's impact on results from paid media
72.   Wiki contributors                                   97. Responses to socially posted events
73.   Impact of offline marketing/events                  98. Attendance generated at in-person events
74.   User-generated content created that                 99. Employees reached (for internal programs)
75.   Customers assisted                                  100. Job applications received



 Source: 100 Ways to Measure Social Media by David Berkowitz
KPI
                                    Outcome Metrics
                                    Counting




Be A Maven of Social Media Metrics, Not A Pack Rat
KPI:
Actions taken, donations made, and
customer service wins

Outcome: Celebration Campaign for fans
to engage and participate in fun
Positive responses/Screen capture

Counting Metrics:
# Photo submissions # shares # tab views
Type Your Reflection Into the Chat!


                           Share your goal and the
                           KPIs you use to measure
                           success
Cost
The right tool for the job
The Right Tool for the Job

                         • Sentiment
         Content
S        Analysis
                         • Themes
                         • Messaging


          Survey         • Attitudes
A       Research
                         • Preferences
                         • Behavior


                         • Reach
D       Analytics        • Engagement
                         • Action

    KD Paine Framework
gristastic ladder ‘o engagement


                                                                     policy level
                                                                     discussions/calls
                                                 personal calls to   to action
                                                 action

                             stories of people
                             making change



              fun on-ramps




grist sets the agenda by showing how green is reshaping our world. we cut through the noise and
                           empower a new generation to make change.
I Love Social Media Measurement
GRIST.ORG

KPI: Footprint: The reach of their activities, both online and offline
Views
Google Analytics

Engagement: Readers engage with their content
Comments, Virility, Retweets
Chart Beat
Facebook Insights
Twitter Crowd

Individual Behavior Change: Impact on users behaviors, purchase decisions, and
daily lives that are in line with sustainability
Questions about habits
Survey Monkey

Societal Change: Impact on society, policy discussions, and conversations that
advance sustainable practices.
Anecdotal stories
Data Everywhere!
Focus Your Data Collection
Data to measure progress on
your objectives will come from
a variety sources and
measurement tools.
Tools are good at extracting data and
crunching numbers, but the act of translating
the data and numbers into valuable insights
actually requires additional work.
Time Tracking
Many Analytics Tools, Many Data Points
Channel                 Counting Metrics        Tool
Email                   Open Rate, Click        Platform
                        Thru, Sign Ups,
                        Un subscribers
Web Site Platform       Downloads,              Google Analytics
                        registrations, views,
                        conversions, time
                        onsite
Facebook                Fans, impressions,  FB Insights, Edgerank
                        feedback percentage

Twitter                 Retweets, Click         Crowdbooster, Bit.ly
                        Thrus
Blogs                   Subscribers, Views,     Google Analytics,
                        Comments per post       Feedburner, WP

* Plus tools that combine management with measurement and monitoring into
a one tool: Sprout Social, Thrive,
Type Your Reflection Into the Chat!


                           What type of
                           measurement tool(s) are
                           you using?

                           What have you learned?
Turn Data into Action
After
                                                          Action
                                                          Review




Source: http://nwlink.com/~donclark/leader/leadaar.html
Curated by Michelle Martin
Basic Steps

Goals
Benchmarks
Metrics – KPI
Costs
Select Right Tool and Collect Data
Turn Data in Action
I Love Social Media Measurement
If your nonprofit loves measurement …
1. You visualizes success and failure
2. Spend more time identifying what you want to
measure, not how to measure it
3. Measure in context – don’t ever collect data
unless you have SMART objectives
4. Don’t wait until the end of project to collect data
5. Don’t ever just shovel data over the fence and
onto the executive director’s desk
6. Less is more
7. Uses measurement pilots to create a habit of
   collecting and apply data
Type Your Reflection Into the Chat!


                           What is one idea that you
                           can put into practice?
Thank you!




      http://www.bethkanter.org
http://www.facebook.com/beth.kanter.blog

     Sign up to receive notice of the book:
     http://bit.ly/signup-measure-netnon

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I Love Social Media Measurement

  • 1. Social Media Measurement: How Do I Love Thee, Let Me Count the Ways Compasspoint Webinar Week Beth Kanter, Beth’s Blog – February 13, 2012
  • 2. Welcome Compasspoint Webinar Week! If you experience any technical difficulties logging into the system, please contact Ready/Talk Customer support: 800.843.9166 Please use *6 to Mute your conference line While we are waiting, play with the chat: What’s your burning question about social media measurement?
  • 4. Social Media Measurement Webinar AGENDA OUTCOMES Introduction Leave webinar ready to take a small step to 5 Stages of improve how you Measurement measure and learn to improve your social Love media strategy! Tales of Romance Case Studies FRAMING • Balance of peer learning & expert How To Fall In Love sharing With Measurement in 7 • Interactive: Ask Questions, Use Chat Easy Steps • Housekeeping: Mute: *6 Unmute: *7 • #Love2measure Twitter Hashtag
  • 8. Social Media Nonprofit ROI Poetry Slam 2008
  • 9. Strategy Plan Research Refine Do Adapt Measurement Basics Analyze Measure
  • 12. The Five Stages of Social Media Measurement Love Improved Delight Results Confusion Fear Denial
  • 13. Denial Social media is an art form, not a science. It can’t be measured!
  • 14. Fear What if my social media strategy doesn’t show a return? Will I get fired?
  • 15. Confusion I know I should measuring our social media, but not sure what or how?
  • 16. Delight Hey check out these cool metrics!
  • 17. Acceptance: Improved Results Successful social media decisions start with measurement
  • 18. POLL What stage are you and your organization in now?
  • 19. Type Your Reflection Into the Chat! What does that look like? What do you need to get to the next stage?
  • 20. A Few Nonprofit Measurement Love Stories
  • 21. What can we learn from a nonprofit measurement maven?
  • 22. Key results generally include: • increasing the movement size by increasing membership • garnering attention from all media through creative engagements • getting policies passed • working with aligned partner organizations • increasing capacity
  • 24. Momsrising wanted to demonstrate to Congress that there was a grassroots constituency that supported Medicaid and dispel a misperception that while Medicare has a strong constituency, Medicaid did not.
  • 25. 500 Stories from 43 states Curated best ones that illustrated their message Repurposed across channels 100K emails to congress
  • 32. Metric Mondays – Social Media Metrics Measuring Goal: Movement Growth
  • 33. Not all nonprofits are born as Networked Nonprofits with an agility to use social media effectively …. It‘s a lot like learning how to juggle. You don’t start with more than 2 balls ….
  • 34. KSW's mission is to produce, present, and promote art that empowers Asian American artists and communities.
  • 35. Focused on one channel (Facebook) to use best practices to: Increase brand awareness RESULT: We went from 343 to 593 fans Increase engagement RESULT: Our post feedback went up 269% Increase participation of new people in classes and events RESULT: 10% new students /attenders say they heard about us through Facebook -Audience: Artists and community -Strategy: Show the human face of artists, remove the mystique, get audience to share their favorites, connect with other organizations
  • 36. Photos Worked: Showing our faces, looking behind-the-scenes Didn’t Work: Posting on evenings/weekends, links to event albums AH-HA! Our FB page needed a personality makeover; we needed to be ourselves Questions Worked: Fun, easy to answer questions that tapped into our fans’ expertise Didn’t Work: Anything too personal and open-ended questions. AH-HA! We needed to engage our audience in a two-way conversation Partnerships Worked: Mutually supporting another page, using that page as a source of content Didn’t Work: Last-minute giveaways AH-HA! Partnering with another org can expand our audience and provide interesting content. Other Multiple posts per day Weekly editorial calendaring Commenting on other pages Tagging Enlisting board members to invite friends (result: +40 fans)
  • 38. Type Your Reflection Into the Chat! What struck you about these stories of nonprofit measurement love? What ideas can you steal for your organization?
  • 39. How To Fall in Love with Measurement
  • 40. Strategy Goals Measurement Measurement Steps Audience Definition Goals Target Audience Benchmarks Influencers Metrics – KPI Environmental Scan Costs Messaging/Content Select Right Tool To Channels/Tactics Collect Data Pilot Turn Data in Action Budget Timeline
  • 41. Define Goals Keep asking to what end? Awareness Reputation Relationships Action Donations Volunteers Behavior Change
  • 42. Making Your Goals Measurable • What is your result? • Who do you want to reach? • What do you want them to do? • How will you measure success? S Specific M Measurable A Attainable R Relevant 1. How many? T Timely 2. By when?
  • 43. Theory of Change Lite: To What End? Kidds
  • 44. Organization’s communications strategies have more impact on policy and social change outcomes Organization has better relationships with influencers , partners, and stakeholders Organization gets better at social media integration strategy and measurement discipline Organization implements pilot to learn what works w/ 1-2 metrics
  • 45. Integrated Social Media Strategy Facebook Measurement Pilot
  • 46. Target Audience: Advocates Intermediary Audience: Policy Makers Advocates send 200 emails, make 300 phone calls, and post on FB page to endorse an issue related to ACA Identify and establish relationships with “influencers” (lawmakers, parents, etc) through Facebook so they spread stories of Children’s Health Care by 1/2012 Increase number of fans for Facebook page by 10% by 2012 Increase engagement with Facebook fans to 3 comments per post by 2012 Repurpose policy paper content into series of regular Facebook posts by 2012 Two aligned partners collaborate on an online event on Facebook to draw attention to issue by 2012
  • 47. Type Your Reflection Into the Chat! Share one of your goals for your social media strategy How did you make it measurable?
  • 48. Benchmarks "The greatest danger for most of us is not that our aim is too high and we miss it but that it is too low and we reach it." Michelangelo
  • 49. Benchmark: Peer Organization THEM US Followers Average RT per Tweet
  • 51. Key Result Metrics What are the metrics you will report with?
  • 52. There is no shortage of metrics you could use ……. 27. Social bookmarks 28. Subscriptions (RSS, podcasts, video series) 1. Volume of consumer-created buzz 29. Pageviews (for blogs, microsites, etc) 2. Amount of buzz 30. Effective CPM based on spend per impressions received 3. Shift in buzz over time 31. Change in search engine rankings for the site linked to through 4. Buzz by time of day social media 5. Seasonality of buzz 32. Change in search engine share of voice for all social sites 6. Competitive buzz promoting the brand 7. Buzz by category 33. Increase in searches due to social activity 8. Buzz by social channel 34. Percentage of buzz containing links 9. Buzz by stage in purchase funnel 35. Links ranked by influence of publishers 10. Asset popularity 36. Percentage of buzz containing multimedia (images, video, audio) 11. Mainstream media mentions 37. Share of voice on social sites when running earned and paid media 12. Fans in same environment 13. Followers 38. Influence of consumers reached 14. Friends 39. Influence of publishers reached (e.g., blogs) 15. Growth rate of followers friends 40. Influence of brands participating in social channels 16. Rate of pass-along 41. Demographics of target audience engaged with social channels 17. Change in rates 42. Demographics of audience reached through social media 18. Second-degree reach 43. Social media habits/interests of target audience 19. Embeds / Installs 44. Geography of participating consumers 20. Downloads 45. Sentiment by volume of posts 21. Uploads 46. Sentiment by volume of impressions 22. User-initiated views 47. Shift in sentiment before, during, and after social marketing 23. Ratio of embeds to views programs 24. Likes / favorites 48. Languages spoken by participating consumers 25. Comments 49. Time spent with distributed content 26. Ratings 50. Time spent on site through social media referrals Source: 100 Ways to Measure Social Media by David Berkowitz
  • 53. There is no shortest of metrics you 75. Customers assisted could use ……. 76. Savings per customer assisted through direct social media interactions compared to other channels (e.g., call centers, in-store) 77. Savings generated by enabling customers to connect with each other 51. Method of content discovery 78. Impact on first contact resolution (FCR) (hat tip to Forrester Research 52. Clicks for that one) 53. Percentage of traffic generated from earned media 79. Customer satisfaction 54. View-throughs 80. Volume of customer feedback generated 55. Number of interactions 81. Research & development time saved based on feedback from social 56. Interaction/engagement rate media 57. Frequency of social interactions per consumer 82. Suggestions implemented from social feedback 58. Percentage of videos viewed 83. Costs saved from not spending on traditional research 59. 60. Polls taken / votes received Brand association What you 84. Impact on online sales 61. Purchase consideration Measure 85. Impact on offline sales 86.What Discount redemption rate 62. Number of user-generated submissions received 87. Impact could matters on other offline behavior (e.g., TV tune-in) 63. 64. Everything Exposures of virtual gifts Number of virtual gifts given 88.most? generated Leads 65. 66. Relative popularity of content Tags added measure 89. Products sampled 90. Visits to store locator pages 91. Conversion change due to user ratings, reviews 67. Attributes of tags 92. Rate of customer/visitor retention 68. Registrations from third-party social logins 93. Impact on customer lifetime value 69. Registrations by channel ( 94. Customer acquisition / retention costs through social media 70. Contest entries 95. Change in market share 71. Number of chat room participants 96. Earned media's impact on results from paid media 72. Wiki contributors 97. Responses to socially posted events 73. Impact of offline marketing/events 98. Attendance generated at in-person events 74. User-generated content created that 99. Employees reached (for internal programs) 75. Customers assisted 100. Job applications received Source: 100 Ways to Measure Social Media by David Berkowitz
  • 54. KPI Outcome Metrics Counting Be A Maven of Social Media Metrics, Not A Pack Rat
  • 55. KPI: Actions taken, donations made, and customer service wins Outcome: Celebration Campaign for fans to engage and participate in fun Positive responses/Screen capture Counting Metrics: # Photo submissions # shares # tab views
  • 56. Type Your Reflection Into the Chat! Share your goal and the KPIs you use to measure success
  • 57. Cost
  • 58. The right tool for the job
  • 59. The Right Tool for the Job • Sentiment Content S Analysis • Themes • Messaging Survey • Attitudes A Research • Preferences • Behavior • Reach D Analytics • Engagement • Action KD Paine Framework
  • 60. gristastic ladder ‘o engagement policy level discussions/calls personal calls to to action action stories of people making change fun on-ramps grist sets the agenda by showing how green is reshaping our world. we cut through the noise and empower a new generation to make change.
  • 62. GRIST.ORG KPI: Footprint: The reach of their activities, both online and offline Views Google Analytics Engagement: Readers engage with their content Comments, Virility, Retweets Chart Beat Facebook Insights Twitter Crowd Individual Behavior Change: Impact on users behaviors, purchase decisions, and daily lives that are in line with sustainability Questions about habits Survey Monkey Societal Change: Impact on society, policy discussions, and conversations that advance sustainable practices. Anecdotal stories
  • 64. Focus Your Data Collection
  • 65. Data to measure progress on your objectives will come from a variety sources and measurement tools.
  • 66. Tools are good at extracting data and crunching numbers, but the act of translating the data and numbers into valuable insights actually requires additional work.
  • 68. Many Analytics Tools, Many Data Points Channel Counting Metrics Tool Email Open Rate, Click Platform Thru, Sign Ups, Un subscribers Web Site Platform Downloads, Google Analytics registrations, views, conversions, time onsite Facebook Fans, impressions, FB Insights, Edgerank feedback percentage Twitter Retweets, Click Crowdbooster, Bit.ly Thrus Blogs Subscribers, Views, Google Analytics, Comments per post Feedburner, WP * Plus tools that combine management with measurement and monitoring into a one tool: Sprout Social, Thrive,
  • 69. Type Your Reflection Into the Chat! What type of measurement tool(s) are you using? What have you learned?
  • 70. Turn Data into Action
  • 71. After Action Review Source: http://nwlink.com/~donclark/leader/leadaar.html Curated by Michelle Martin
  • 72. Basic Steps Goals Benchmarks Metrics – KPI Costs Select Right Tool and Collect Data Turn Data in Action
  • 74. If your nonprofit loves measurement … 1. You visualizes success and failure 2. Spend more time identifying what you want to measure, not how to measure it 3. Measure in context – don’t ever collect data unless you have SMART objectives 4. Don’t wait until the end of project to collect data 5. Don’t ever just shovel data over the fence and onto the executive director’s desk 6. Less is more 7. Uses measurement pilots to create a habit of collecting and apply data
  • 75. Type Your Reflection Into the Chat! What is one idea that you can put into practice?
  • 76. Thank you! http://www.bethkanter.org http://www.facebook.com/beth.kanter.blog Sign up to receive notice of the book: http://bit.ly/signup-measure-netnon

Editor's Notes

  1. Since it is the day before Valentine’s Day, I thought I’d do a little theme about love and measurement.So, with apologies to Elizabeth Barrett Browning …. Social Media Measurement: How Do I Love Thee, Let Me Count the Ways …Do you want your social media efforts to get results and have greater impact, but calculating gives you’re the collywobbles?   Here’s a  little secret: measurement doesn't have to be complicated or hard to do.   Good social media measurement is a reiterative process of strategy formation, implementation, measurement, and making changes.  It isn’t a report card !   This webinar covers the basics steps of putting a measurement strategy in place  and how to analyze and present your results.    It will include case studies, basic tips and tools for getting started with social media measurement based on Beth Kanter's forthcoming book, "Measuring the Networked Nonprofit" co-authored with KD Paine. 
  2. Every few minutes as we get started, tech support reminder, type into the chat, roll call
  3. Let me introduce myself …I’m the co-author the Networked Nonprofit, published in 2010 and author of the Beth’s Blog. I’ve been lucky to have a front row seat of the creation of new field – how nonprofits can use the Internet for social change – I got started back in 1992 with teaching nonprofits how to integrateInternet-based technologies into their strategies – working as a trainer.My passion, my calling – is teaching and learning – designing and facilitating learning experiences for nonprofits to embrace different technologies – and most recently it has been about social media – strategy as well as tools and practice. Since 2009, I’ve also had the honor of being “Visiting Scholar” at the David and Lucile Packard Foundation – that has been a dream experience because I’ve been able to work on many different training and capacity building projects with grantees – from coaching to peer groups. And before I go further, I would like to thank the Packard Foundation – the Local Program – for their generous support of work and to make this webinar possible. Also, to the OE program for the support of a peer learning exchange that helped test and generate case stories for my next book with KD Paine which is about measurement. I’ll tell you more about that in moment.
  4. But first, here’s the agenda.There are three sections to the webinar – the good practice of measurement in your organization, a couple of case studies, and some basic how to’s.My teaching philosophy is that you are co-learner with me – and that I often learn as much from the audience as hopefully the audience learns from me.. So this webinar is going to be very interactive – I have polls, chats questions … so please share your insights, and share your questions along the way.If any of you are on Twitter, please feel free to tweet what you are learning. The hashtag is #love2measure or if you have questions. I’ll answer after the webinar My definition of success for this webinar is that you leave ready to take a small step to improve how you measure and learn your social media strategy I have the slides up on my http://bit.ly/love2measureNow, let me tell you about the book that I’ve just finished writing with KD Paine, social media measurement guru. It’s called Measuring the Networked Nonprofit: Using Data for Drive Social Change …I want to share my own journey with measurement
  5. I used think that measurement was like DarthVadar chasing me with an interactive light saber …Unlike that dog, I wanted to run screaming …. Because I thought it was going to too much work …..
  6. But I knew that measurement was important, especially for social media.One thing I’ve learned is that when I need to learn a new skill or practice, I read and reach out to the best of the best in the area. That’ show I met KD Paine, second on the right, wearing the Tiara – she has been known as the Queen of Measurement.I organized a panel at SXSW that was a Social Media Nonprofit ROI Poetry Slam … the presenters – included Red Cross, HUS, NWF, American Cancer Society – had to present their measurement case studies in poetic format. And we had a panel of expert judges along with KD – including Holly Ross at SXW.
  7. It was there that KD really opened my eyes to measurement – that it wasn’t just collecting data or doing math – that it was an opportunity to learn how to improve your strategy and get better results.
  8. She had many words of wisdom … and that’s why we ended up writing this book together.
  9. So, we put our heads together .. And wrote this bookAs part of my work with the OE program at the Packard Foundation, I worked with a group of 50 grantees who tested the different frameworks and helped generate case studies and insights … I’m going to share a few ideas with you today …. But first, I want to get a baseline – gather an important piece of data related to the outcomes of this workshop.But before we dive into the how-to, one of the things I learned is that using measurement for learning and continuously improvement requires a bit of mind shift in our organizations.So, I want to explore that first with tyou.
  10. Not everyone or every nonprofit organization starts out loving measurement. I know I didn’t … and there are five stages that we go through before we reach the best practice of using measurement data to improve our results.
  11. http://www.flickr.com/photos/firecloak/6774418629/sizes/l/in/photostream/
  12. http://www.flickr.com/photos/hockeyshooter/4132732687/
  13. http://www.flickr.com/photos/theimagegroup/369893824/
  14. I’ve had the pleasure of working closely with Momsrising in one of the peer groups that I’m facilitating here at the Packard Foundation – they are grantee in the CFC.I’ve learned a lot about effective integrated social media strategies and tactics from them, but makes them very successful is that they are measurement mavens …Momsrising mission is to effect policy change to make our country more family friendly …They were early adopters of social media and have built a robust network …..
  15. They establish overall key results and metrics to measure – and it isn’t just about counting likes on Facebook. They have these overarching goals, metrics from different channels or KPIs
  16. The process of setting key results and collecting key metrics to measure progress is the most important first step – spending time on the what are we measuring and are the most metrics or data we need to know. Too often, this step is skipped over before jumping into action …
  17. Let’s look at an example around a specific campaign.Back over the summer, Momsrising wanted to demonstrate to Congress that there was a grassroots constituency that supported Medicaid and dispel a misperception that while medicare has a strong constuetncy, medicaid did not …So, they used their overall results to shape their strategy …
  18. Momsrising knows from years of message testing and research, that to change minds about an issue, wonky stats fall flat.   But stories resonate.   They identified a rapid response goal of getting the stories dozens of moms who benefited from Medicaid and who could put out a strong defense for the program in the media. Using a story collection landing page on their site, they urged their members to share their stories.   They collected over 500 stories from 43 states about how Medicaid was helping families.   They curated the best ones that illustrated their message and re-purposed these stories in to all their action alerts across channels.  This generated over 100,000 letters to Congress about the debt ceiling and the importance of Medcaid.
  19. http://www.bethkanter.org/momsrising-key-results/Here’s what the story collection form looked like.Being measurement maven, they have done a lot of testing about what makes the perfect landing page to get people to add their story – photos? Placement of the form, etc.
  20. One of their key results is creative on the ground actions – here they’ve bundled up those stories into a package and shared with a legislator – and of course, got the photo to post on FB.Everything they do is aligned around outcomes
  21. All their messaging is aligned -- through every channel – they know through measurement that tweeting messages directly to a legislator gets more attention …
  22. They also make sure that they’re getting their message out through mainstream news media – and they know which outlets product for them through measurement
  23. Finally, one of their key results is working with aligned partners – both online and offline. They do chats on FB with them .. Or might do an on the ground action or work with policy partners to hone their messaging.They also do a regular content analysis – a form of measurement – of what how their members are responding to the messages ..An important part of the mix is the use of member feedback – both qualitative and surveys. “We are in dialogue with our members to figure out what works, what doesn’t.   The metrics keep us focused on our mission of building a movement for family economic security, while listening and engaging with our members breathes life into our movement.”  As a Networked Nonprofit, they understand the importance of learning loops when working a rapid response environment.
  24. What makes momsrising a measurement maven is the their process using the data to make decisions and getting member feedback.Momsrising holds a weekly staff meeting nicknamed “Metrics Monday.”   Each program and campaign staff person reviews their reports in preparation for a group conversation about what actions to reinforce, how refine messages, and other improvements.    Says Kristin, “Our dashboards have multiple views – a high level view and the ability to drill down into specific campaigns – this informs our discussion.”
  25. KSW’s mission is to produce, present, and promote art that empowers Asian Americanartists and communities. Founded in 1972 in San Francisco's Chinatown/Manilatown, its artisticprograms both honor the community’s cultural heritage and nurture emerging artists andcontemporary practices. The organization offers educational workshops, performances, andexhibitions that showcase stories of diverse individuals and communities in the Bay Area. It usesits website, email, print, local, and ethnic media channels to promote its programs. ItÓ hadrecently started to experiment with social media.
  26. Like any good measurement maven, Leong started out with clear objectives. “Our goalwas to increase awareness, engagement, and participation in our programs both for audiencesand artists. But we are a small nonprofit, with a two-person staff,” Lisa explained. “I am thesocial media manager, but it isn’t 100% of my job. We started with identifying our objectivesand metrics that would help us improve our content and engagement strategy. We tracked resultsby collecting several metrics from Facebook Insights, tracking participation in our events, and byadding some questions to our event surveys.”
  27. It takes a unique person to recognize the correlation between adding personality toFacebook posts and an increase in exhibit attendance, but that is exactly what Lisa Leong,Program Manager at the Kearny Street Workshop (KSW), discovered as she poured over hermonthly social media metrics spreadsheet. She regularly analyzed all the comments on KSW’sFacebook page and categorized them by topic. She compared those results to her FacebookInsights metrics to figure out what content resonated with their audience. “Who knew we couldinspire all those online conversations about our artists, just by adding a bit of our ownpersonality to our posts?”Leong explained, “Doing this tracking over several months we discovered that ourprevious approach of posting promotional content about events with an impersonalorganizational “voice” simply fell flat with our audience on Facebook. As we started to give itmore personality, we discovered that this not only initiated conversations about the art andartists, but our survey data was showing us that new people were coming through the doorsbecause they heard about us on Facebook.”
  28. I want to make a distinction between measurement and strategy .. There are overlaps … The strategy is all the stuff you do to get results – including measurement ….
  29. Defining measurable results at the front end is your first step – and it is important to do. IT is important to have this conversation as a team. Don’t settle for answers like “We want to get 1000 fans on Facebook” – get at the real and important results.Questions to ask:What does success look like?What does failure look like?Keep drilling down and asking to what end until you get a crisp set of statements that describe results.
  30. Theory of Changehttp://www.bethkanter.org/sm-toc/Theory of change – is a sound methodology – but one approach is to take a series of if, then statement and lay them out as a path …This might be a useful approach for those of you working more on policy or program outcomes – and how to integrate social media For example:Kansas Action for Children has helped shape policy that helps kids get health care insurance …
  31. Here’s what that path might look liked at a high level … you’d use this to brainstorm what you need to get there – and what you need to measure at step
  32. Then start to consider your social media channels and metrics – drilling down ….
  33. http://visual.ly/twitter
  34. Key performance indicators are 3-5 metrics that are critical to knowing you have been reach your result or not ….
  35. Key Performance IndicatorsMetricshttp://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=117581
  36. Key Performance Indicators: Key performance indicators are the most important metrics to understand how successful your are ..This is the conversation to have with your team …..Metricshttp://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=117581
  37. http://www.flickr.com/photos/booleansplit/3534412370/sizes/o/in/photostream/Be A Connoisseur of Social Media MetricsKey Result Metrics: These are a handful of metrics that help you measure over-arching goals or also known as KPIsOutcome Metrics: These are metrics measure specific objective for a campaign or program that your organization is working on. This might include: awareness, engagement, attitude change, encouraging interaction, facilitating support, promoting advocacy, or encouraging innovation. Counting Metrics: These are the lowest level of metrics and represent the minutia of your different channels. This is fans, followers, visitors, and views. The list goes on and on. These are important to use to help you improve what you’re doing, but many times organizations get stuck in only tracking low-level metrics and often in an inconsistent way or without discipline. There are many different tools that you could use to do this, but don’t get distracted by that.
  38. Carie’s example“We look at three things: actions taken, donations made, and customer service wins. That’s also how our department has been able to obtain more resources to handle the volume we have.” Recent campaign they tracked: http://www.bethkanter.org/million-fans/Counting Metrics: They’ve codified it for every departmentFor this campaign,  they wanted to create a celebration so that fans could engage and participate in the fun.   They wanted to create a personalized experience that makes the fans feel like they are a part of something really great that’s why they created a video and an opportunity for their fans to share their photos of their pets and why they love them.Some counting metrics they captured were:   # likes, # photo submissions, # mobile submissions, # tab views, # video views, # sharesCodified
  39. http://www.flickr.com/photos/tjblackwell/5659432136/sizes/m/in/photostream/Cost to implement your social media pilot – including measurement time!
  40. http://www.flickr.com/photos/kaptainkobold/80911944/sizes/o/in/photostream/Your measurement tools are the techniques you will use to collect data – the key performance indicators – These are covered in a later session. Remember – any tool is useless unless it covers the sort of data that help you evaluate progress towards to your goalsContent analysis of social or traditional media- Primary audience via online, mail, or phone surveys- AnalyticsAffordable ….
  41. Categorize your specific social media measurement activities and relate to your objectivesSentiment (Messaging, positioning, themes)Attitudes (perceptions, behavior change, preferences, awareness)Do (Reach, Engagement, Action, Donate, Purchase)http://www.flickr.com/photos/leeontheroad/89666692/sizes/z/in/photostream/
  42. grist.org’s editorial mission is to publish a new, positive form of green journalism with a comical twist. The vision is to spread independent environmental online content free of charge to a young and growing readership. grist.org reports on everything from climate change to the organic food movement, demonstrating how the environment intersects with critical issues like poverty, health care, and economic growth. What started as a quirky website with a hundred readers has grown to a leading news source that engages millions who might otherwise be turned off by the-bummer-of-the-day environmental news.Grist.org Uses Measurement to Learn How to Deepen Relationships grist.org has succeeded in connecting with a younger audience that not only reads its content but is also inspired to take action. It has accomplished this by using measurement to learn what it takes to move readers from being passive consumers of content to taking offline action. Says Giller, “We avoid the sign-the-petition type of actions. What we’re after is getting people to change their behavior and thus creating a more environmentally just society.” grist.org’s combination of entertaining content — dubbed “The Daily Show of the environmental movement” — and clever integration of social media channels has inspired a whole new generation of environmentalists who don’t take themselves so seriously. And who create on-the-ground change. grist.org operates on a modest budget but is highly effective at uncovering real meaning behind green stories and connecting big issues like climate change to daily life. While grist.org constantly attracts new readers, these are not the passive consumers typical of most media. They engage in the comments, share their own stories, take action, and, more importantly, are changing their personal behavior to benefit the environment and, ultimately, to save the planet. Grist.org Builds Its Own Ladder of Engagementgrist.org is a data-informed organization that uses a ladder of engagement not only to guide its content and social media integration strategy, but uses measurement at each rung of the ladder to ensure that they are getting results. Says Giller, “Our theory of change is engaging users around content that empowers personal behavior change and ultimately impacts society at large. We’re getting results because 87 percent of readers from our surveys have told us that they have taken action based on reading grist.org.” http://www.bethkanter.org/tweet-huggers/grist.org’s ladder of engagement is elegantly simple and illustrates how their audience makes the journey from passive consumers of information to sustainable living champions, see Figure 6.2. The steps include fun on-ramps, sharing stories of personal behavior change, personal calls to action, and calls to action on policy change. grist.org does not consider pageviews or other web traffic stats the end point, but only an indicator of success at the bottom rung of their ladder. Their real goal is higher up the ladder, and that is societal change. If they aren’t successful, the consequences are dire. Or as Giller says, “The planet will get it.”
  43. What they’ve learned from measurement is that …
  44. grist.org uses a combination of tools to measure along the ladder of engagement, including Google Analytics, surveys, real-time monitoring tools, and collecting anecdotal stories. Say Giller, “Our whole team reviews reports from Google Analytics at staff meetings. It is like sipping fine wine. We analyze the content that users spend the most time, referral traffic, and other key metrics over time.” This helps inform decisions about content topics. The editorial team, particularly the writers, uses real-time monitoring, which they describe as “crack.” The team is careful not to do “drive-by” analysis, but balance real-time monitoring with other data sources to make editorial decisions. Says Giller, “Our content often plays off of breaking news, so real-time analysis can be really valuable in editorial choices.” For example, in August, 2011, when a freak earthquake hit the east coast, grist.org shared photos of some lawn chairs being turned over with the headline, “Photo of devastation from the East Coast earthquake” Not only did the photo get shared and liked by thousands of people through emails, on Twitter, and Facebook, but it generated mainstream media attention and even got a chuckle out of prominent climate scientists. Because they had this real-time data available, they knew they should quickly follow up with a series of articles highlighting scientific information about how extreme weather instances are tied to climate change. To understand what people are doing with their content, grist.org has created an engagement index based on commenting, sharing, likes, follows, and even donations. They use this index to guide decisions about engagement tactics, particularly through social media channels. Perhaps more important is how they measure behavioral change, including taking action as advocates, changing day-to-day behavior, and participating in policy discussions. They have regular surveys on the site as well as an in-depth annual reader survey that includes questions such as, “What actions have you taken based on something you read on Grist?” To better understand the numbers, they draw insights from anecdotal stories, interviews, and comments. Their survey questions are about their readers’ behavior changes to more sustainable practices: Have they changed their eating behaviors? Are they buying better? grist.org also asks about whether a story has inspired them to pursue an issue by contacting a company or local official. They know from survey responses that readers who have not taken an action based on Grist content include people who say, “I’m already so green, I can’t get any greener.” Giller acknowledges the huge challenge of measuring societal influence, noting, “We can’t rarely prove cause and effect and to be honest, it is mostly based on qualitative data. We look at the company we keep , who is asking to be interviewed, and if we’ve broken stories or inserted new ideas into the conversation. Then we use those insights to help drive the conversation about sustainable practices and climate change to people who are not yet aware of the policy issues.” Says Giller, “We have embraced intelligent decision-making, not excessive data collection. There’s so much data we could collect, but it’s potentially a morass. We pay attention to only a half-dozen key indicators related to our results around footprint, engagement, behavior change, and policy action.” With its approach of measuring along the ladder of engagement, grist.org has garnered considerable insight from about what works and what doesn’t. Giller shares, “Our content has to meet people where they’re at, so some is introductory level. We also know that facts alone do not drive behavior change. It is more important to see those changes modeled in your peer community, whatever that it is. We shine a light on people who do make changes, and that inspires others.” http://www.grist.org/list/2011-08-23-photos-of-deva+station-from-the-east-coast-earthquake 
  45. Data Everywhere!Almost every action we perform on social media sites (that is clicking, reviewing, reading and so on) can be recorded as data. Measurement tools collect that data. The challenge for measuring all this becomes determining why it matters.Both qualitative and quantitative data is used to measure progress on your objectives: Quantitative is counting or the numbers, qualitative may explain the why the numbers are moving in a particular directionIt is relatively easy to collect data, but analysis requires more effort.
  46. http://www.flickr.com/photos/mikebaird/3298842872/sizes/l/in/photostream/Focus Your Data CollectionSet expectations for what you want to learn. Set measurable objectives, but also figure out what you want to learn, pick your toolData collection in small chunks: spreadsheet aerobics, weekly collection. Add worksheet or column: What did we learn? You can automate, but since you are pulling from different sources, will require some manual tweaking Refine: expectations, collection methods, and analysis
  47. http://www.flickr.com/photos/43846796@N00/4287293576/sizes/l/in/photostream/Analytics and social media monitoring tools are often sold with the premise that “actionable information is just a click away,” a promise that is not usually the case. Tools are good at extracting data and crunching numbers, but the act of translating the data and numbers into valuable insights actually requires additional work. 
  48. Have the data ready when you are making decisionsData is like homemade bread. When it’s still in the over, not quite ready, the anticipation is huge. You can’t wait to see it. When you take it out of the oven, it’s perfect. You can use it for anything. You serve it with dinner, then have it for breakfast, and make sandwiches with it for lunch. After a while, it gets old and stale and you stick in in the freezer. A few months later you take it out and make bread pudding with it. When data is fresh, you can mine it for all kinds of data and insights, but the older it gets the less useful it is. Eventually, it makes for a good benchmark, but isn’t really that useful anymore. So make sure that your data is ready and at hand when you have to make decisions. http://www.flickr.com/photos/umpqua/388856350/sizes/l/in/photostream/
  49. These are the basic steps that you will follow for your measurement pilot ….