1. Developing a Best Practices Approach to
Social Media Measurement
April 13, 2012
YouToo Social Media Conference
Contents are proprietary and confidential.
2. WARNING: I AM A MATH GEEK!! (AND NOT A PR PERSON)
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4. Listening (and data) are at the foundation of everything we do
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5. Here’s the good news for all of you…
“In 2009, more data
was generated by
individuals than in the
entire history of
mankind through
2008” Weigend, Former Chief Scientist
Andreas
Amazon.com
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@YouToo2012
6. But this is also the bad news…
“In 2009, more data
was generated by
individuals than in the
entire history of
mankind through
2008” Weigend, Former Chief Scientist
Andreas
Amazon.com
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@YouToo2012
7. Market research will make its big leap forward… SOON!!
• Seminal paper on human memory in
1956
• George A. Miller/Harvard
• People hold about 3-7 items in their
short-term memory at any given
time
• We can’t quickly recall as much as we
think we can.
• In 2011, here is what we can do…
• Ask customers for ideas, providing
them and their peers a platform to
iterate and update those suggestions
and we start to engage a deeper,
collective memory bank.
• Long-term memory is tapped….the
sub-conscious comes alive
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8. Three biggest “data” questions facing communicators
How do we turn a mountain of listening data into
something actionable for an enterprise the size of some
cities?
How do I build a robust (enough) measurement program
to show value and please my boss?
Can influencer analysis be quantified, and can I do it
without using Klout?
Contents are proprietary and confidential.
@chuckhemann ON TWITTER @YouToo2012
9. Which of these approaches best describes you and your
business?
MONITORING LISTENING
“What is most important to our
“What did people say today?” consumers?”
ANALYZING MEASURING
“How should we go to market “How successfully am I
in new / different ways?” meeting my objectives?”
Contents are proprietary and confidential.
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10. The way most organizations use listening data
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11. The way most organizations SHOULD use listening data
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12. Where do we get started?
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13. Understanding what listening can do for the brand…
• Ability to optimize content in real-
time
• Foster a better customer
experience
• Learn about potential product
issues
• Marketing through conversation
• Gain business intelligence
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14. Framing your listening approach around the Five W’s
• What are people saying about
your brand
• Where people are talking about
your brand
• When people are talking about
your brand
• Who is talking about your brand
• Why people are talking about
your brand
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15. Just a quick note on answering “why”
• Analytics platforms
scratch the surface of
analyzing why a “fan” or
“follower” acts the way
they do/don’t
• Essential to answer this
question from a planning
and measurement
standpoint
• Surveys and focus
groups aren’t dead
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16. Ok…So where do we get started?
• What’s the goal of our
listening program?
• Has there been an internal
decision made on a tool?
• Do you have a training
protocol in place?
• Both tools and broader
enterprise training
• Have you outlined a regular
reporting schedule?
• Have you developed a
competitive set?
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17. Picking an enterprise listening tool can be overwhelming
THERE ARE OVER 225 VENDORS ON THE SOCIAL MEDIA MONITORING WIKI ALONE!!!
Criteria you should be using
to determine the right tool for
your organization:
• How many sites the tool
captures overall
• Workflow management
• Ability to import and
export information
• Incorporating other data
sources (web, search)
• Cost
NOTE: Don’t try to review every tool. Pick FIVE based on cursory research
to review in greater detail
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18. Putting together an effective training program
• Take advantage of training programs offered by the
vendor you’ve selected to do listening
• Start with a core team of people within the company
• PR/Marketing
• Legal
• Social media/digital marketing
• CRM
• Human Resources
• Consumer insights
• Spread training program to other parts of the
organization gradually as interest in listening is
expressed
• Hands-on training as much as possible
• Create incentives/requirements to complete training
programs
Contents are proprietary and confidential. http://www.flickr.com/photos/72416315@N03/6538084999/
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20. Do you need the physical command center space?
… The answer to this question is, as usual, MAYBE
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21. Or you can utilize a web-based application that is scalable
Contents are proprietary and confidential.
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22. Where the listening “market” goes from here
• Over the last two years the market has
seen tremendous change and
consolidation
• Marketwire acquires Sysomos
• Salesforce.com acquires Radian6
• Visible Technologies acquires
Cymfony
• Social media management platforms
forming partnerships to offer a “one
stop shop.”
• Spredfast partnering with Crimson
Hexagon and Radian6
• Who is 3-10 on the list of social media
listening platforms?
• The next 12-18 months looks
challenging as vendors scramble to
uncover the next innovation
Contents are proprietary and confidential.
@chuckhemann ON TWITTER @YouToo2012
24. Channeling our inner myth busters…
• Social media cannot
be measured
• ROI stands for
something other than
return on investment
• Social media
measurement is
different than
traditional media
measurement
• Social media is
meant to be organic
and we already have
too much data
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@YouToo2012
25. Most companies take a two-pronged approach
Most companies take a two-pronged approach to measurement
to measurement
“Improve” “Prove”
Provide inbound insights to inform Use data to track and report
decisions and optimize programs metrics, KPIs, business value
Real-Time Weekly Analysis
Intelligence & Monthly
Gathering Dashboards
Are our messages getting through with visibility and scale?
Are we shaping the content and conversation we want?
Are we a part of the conversation when it counts?
Are we fostering greater advocacy from influencers and consumers?
Contents are proprietary and confidential.
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26. Common measurement questions are important, but only one part
of the puzzle
COMMON MEASUREMENT QUESTIONS ANSWERS/GOALS
Unique Monthly Visitors
How many people did we reach? Like/follower counts
Number of Social Media Impressions
Share of Voice/Conversation
Did the program create conversation?
Rank posts by tonality
How do I get ad equivalency so the brand
Non-standard ad equiv or CPM model
can compare this to our advertising?
Were our fans/followers engaged? Engagement
WHAT WE SHOULD BE ASKING MORE OFTEN
Did the program drive results? Sales/Leads/Consumer Satisfaction
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27. Marketers are currently just feeding the beast…
Top metrics:
Two for reach/
exposure
One for
preference,
One for action
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28. Landing on the right metrics SHOULD be a familiar process!
• Understanding what
your campaign goals
and objectives are
• Conducting
benchmark research
• Developing your
strategy and tactics
• Execution of your
campaign
• Measure and tweak
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29. Typical metrics across the big four social networks
FACEBOOK TWITTER YOUTUBE FLICKR
Comments Clicks (or CTR) Subscribers Total Photo Views
Likes Retweets Total Video Total Photo Uploads
Views
Total Interactions Retweets/Post Views per Average view per
Upload photo
Total Clicks (or CTR) Tweet Reach Comments Number of comments
Shares Retweet Reach Ratings Number of likes
Impressions Average Reach Per Tweet Favorites
Pageviews % of posts that are @ replies
Overall Likes Number of lists
Comment Sentiment Followers
Demographics Sentiment
…NOW BURN THIS SLIDE FROM YOUR
MEMORY BANKS
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30. Surveys are still an integral part of the measurement/research
process
• Minimum of 200 people in any given
survey period
• Exposed to messaging through
social
• Not exposed to social
messaging
• Identify how you’re going to survey
people and on what frequency
• Preferably every quarter using
the same method so as to not
confuse respondents
• Offline research synergies
whenever possible
• Language and questions should
be similar
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31. How often you measure depends on your thirst for information
• How dynamic is your
content going to be?
• How often are you going
to be expected to report
results?
• Do you have the internal
resources to handle
regular reporting
requirements?
• What social platforms
are you using to engage
your audience?
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32. SampleA Executive Dashboard: February 2012
Brand executive scorecard
Top Issue Areas by Volume
Channel Volume Reach
Brand A
534 influencer news 267,000
stories readers
▲ 5.3% ▲ 5.3%
1,272 social 165,360
media posts readers
▲ 11.6% ▲ 11.6%
517,660
3,982 followers
users
▲ 4.9%
▲ 4.9% Key Findings and Insights
• Brand A-related social media posts increased by
11.6%, signifying greater overall presence and
relevance in social media sphere
Reports of Brand A
Twitter protest
Brand A Social Media
donations to • Healthcare reform issues received greatest
Summit; Americans for amount of media attention – continuing an
against TPP ALEC, American Action
Tax Reform takes upward trend.
agreement1 Network, lobbyists.3
$140,000 from Brand A2
• IPAB-related news received large increase in
attention, due to upcoming legislative battle
• Social media volume spiked when Brand A was
tied in with various causes with high public
attention (i.e., TPP, ALEC donations, lobbying)
• By engaging citizens on issues with a Brand A-
favorable public opinion, Brand A can increase
share of volume and influence in conversation
• Twitter and mainstream media were responsible
for a majority of Brand A-related news sharing in
February.
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33. SampleA Scorecard: February 2012
Brand full scorecard
Channel Volume Reach Engagement Themes Quality* Key Findings by Channel
65 likes, 14 Volume of Facebook posts was lower
910 1. Innovation
7 posts comments, 54/100 than January. However, overall
impressions 2. Patient Safety
▼ 36.4% 6 shares ▲ 2.1% engagement increased, showing
▼ 36.4% 3. Econ. Impact
▲ 6.3% value of targeted engagement.
# of tweets and Twitter engagement
87 11,310 100 1. Innovation
71/100 saw a downturn this month, which
tweets impressions retweets 2. Meds in Dev
▲ 9.2% ties into lower volume numbers
▼ 23.7% ▼ 23.7% ▼ 29.1% 3. Medicare Part D
across the board.
# of search phrases, as well as total
5,116 1,030,000 19,065 search to 1. Brand A
62/100 searches increased, showing effects
search phrases total searches site visits 2. Pharma
▲ 4.9% of website modifications &
▲ 6.0% ▲ 4.9% ▲ 5.7% 3. Brand A code
prominence of blog a.
1. Innovation Total number of blog posts
Blog A 22 11,000
8 comments 2. Patient/Drug 63/100 decreased. However, amount of
blog posts readers
0.0% Safety ▼ 5.8% engagement stayed level due to
▼ 31.3% ▼ 31.3%
3. HC Reform/Costs targeted, engaging content.
Blog B 167 Facebook 1. Innovation Although total blog visitors
694 page 694 page
likes, 28 2. Patient/Drug 62/100 decreased, overall engagement saw
visitors visitors
Tweets, 7 +1s Safety ▲ 4.9% a sharp increase due to increased
▼ 12.5% ▼ 12.5%
▲ 55.4% 3. HC Reform/Costs syndication and targeted content.
Brand A Amount of total page views
website 241,670 96,071 2.75 1. About
62/100 increased, indicating that readers of
global rank page views pages/visit 2. Research
▲ 4.9% Brand A.org are consuming more
-- N/A ▲ 1.2% ▼ 3.1% 3. News/Media
(Compete.com) information as time progresses.
Brand B 00:03:28 Amount of overall visits and unique
website 34,984 24,830 1. About
avg time on 62/100 visitors increased this month,
total visits
Contents are proprietary and confidential. unique visitors 2. Research
site ▲ 4.9% showing results of targeted
▲ 4.6% ▲ 8.2% 3. News/Media
▼ 3.7% engagement and website redesign.
34. A different way to measure content performance
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35. Want more measurement examples?
Contents are proprietary and confidential.
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36. This all seems so straightforward, right?
• Marketers are
overwhelmed by the
sheer amount of data
available
• Unclear on which metrics
are actually laddering up
to campaign goals
• Lack of clarity on how
often we should be
measuring
THE BIGGEST
REASON…NO
OBJECTIVE SETTING AT
THE BEGINNING
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38. Several open questions related to online influence
• Do brands care about a rigorous approach to influencer
identification? YES – NO QUESTION!
• Is quantitative analysis more important than qualitative
assessment?
• What’s the ideal balance between automation and human
intervention?
• What are some metrics we can use to define influence?
@CHUCKHEMANN ON TWITTER @YouToo2012
39. Lets say I’m building a list of gardening influencers…
Michael Brito reaches a
large audience online
• 40,000+ followers on
Twitter
• On 2,127+ Twitter lists
• Almost 3,000
subscribers on
britopian.com
• Almost 500 photos on
Flickr
Does Michael ever write
about gardening? NO
@CHUCKHEMANN ON TWITTER @YouToo2012
40. Now what about my mother…
My mom reaches a much
smaller audience than
Michael:
• About 1,300 followers
on Twitter
• On 65+ lists
• Has a small personal
blog for gardening
• Posts some photos on
Flickr
BUT! She’s hosted
#GardenChat and tweets
regularly on gardening
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@YouToo2012
41. The answer to the question about quantitative vs. qualitative is
both… of course!
Who is a bigger gardening influencer?
The answer is clearly @SusanHemann. Sorry, Michael. Womp. Womp.
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42. Which is better? The human or the robot? BOTH!
• Gather large amounts of data
quickly and in one place
• Serves as a starting point for
list of influencers
• Be a central repository for
information about influencers
• Gut check for manual research
• Define data parameters/needs
• Gather and assess a large amount of
data coming from an automated
solution
• Judge who from a data set is truly
influential for a given category
@CHUCKHEMANN ON TWITTER #SMCSEA
43. <50 people drive share of conversation about a brand online
Thousands of Millions of Hundreds of 50 Top
57+ Metrics.
key phrases. webpages. Outlets. Influencers.
• Have complete clarity
into who influences your world, and
how to reach them with your content.
Does anyone read this?
@CHUCKHEMANN ON TWITTER @YouToo2012
44. Understanding influence through the Influencer Network
Systematically Develop Your 1, 9, 90 rule
1 9 90
Meme Muse Meme
• Top influencers – 1% or • 2nd concentric circle of • Like-minded customers who
less who reach the world influence – where the are not yet connected to the
of your current and top influencers get their brand.
potential customers. content and ideas. • Important to educate them,
• Important to build • Important to surround provide a unique experience,
relationships here. sound paid + earned and share audiences with
media. others
Contents are proprietary and confidential.
@CHUCKHEMANN ON TWITTER @YouToo2012
45. Bringing this all together…
• Lots of data points so define your date range – 12
months preferred
• Ranking only matters so much in the final analysis
• Think about a person’s online presence in it’s entirety
• Relative weight of reach, relevance and syndication
will vary by type of influencer analysis
CRITICAL TO REMEMBER THIS IS JUST A
SNAPSHOT IN TIME! IT CAN (AND WILL) CHANGE
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46. WAIT! CHUCK! Aren’t you going to talk about Klout?
Contents are proprietary and confidential.
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