The document discusses how to justify allocating resources to social media by demonstrating return on investment (ROI). It explains that social media requires resources like people, technology and time, which all have costs. To get budget for social media, one must show how it will reduce costs through activities like reducing customer service needs, or generate more revenue through increasing transactions, customers and loyalty. The document provides a framework for demonstrating ROI by establishing baselines, creating activity timelines, analyzing patterns between social media activities and business metrics, and quantifying the costs savings and revenue gains to calculate ROI.