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You are actively using Facebook or Twitter or LinkedIn or a blog as part of your organization’s marketing or fundraising strategy. But do you know what your audience wants from you? Are you measuring how effective you are with these tools? Can you answer your boss’s or board’s questions about the value of spending time on social media? How do you know social media is a good investment and that you are getting strong results? Beth’s session addresses how to measure social media return on investment, including a strong framework and practical tips to measure and refine your social media tactics.
Citation preview
Measurement is Not CountingPrinciples for Social Media and ROI
Beth Kanter
Share Pairs
Name, Title, Organization
How is your organization using social media?
Share a social media success story
What is your biggest challenge as it relates to social media, measurement, and ROI?
Flickr Photo by John K
Speed Dating
Report: Popcorn and Twinkle
Principles of Social Media Measurement and ROI
Photo by Miriam
1. Integrate measurement into strategy and practice
CRAWL WALK RUN FLY
Nonprofit and Social MediaMaturity of Practice Model
Capacity Building in Best Practices
If you can’t fly then run, if you can’t run then walk, if you can’t walk then crawl, but whatever you do you have
to keep moving forward.”
Inspiration
CRAWL WALK RUN FLYWhere to focus …
Social Media StrategySMART ObjectivesAudienceListeningExperiments/Pilots
Integrate Social Media StrategyEngagementContent
Communications StrategyCulture Change
Multiple ChannelsReflection/ImprovementNetwork Building
Listen ParticipatePromote Publish BuildNetworkLow Engagement
High Engagement
Content IntensiveNo Engagement Broadcast/Share
CRAWL WALK RUN FLY
Original concept by Beth Kanter – remix by Aliza Sherman
15 min/day 20 min/day 30 min/day 3-5 hrs/wk 5-10 hrs/wk+ + + +
Goals:1. To promote Independent Sector with “non-attending audiences” through attendees’ social media mentions2. To capture summaries of the 2010 conference to show the richness of the content as a means to promote the event for 20113. To test pilot social media at the conference and to capture lessons learned and ideas for future social media efforts
Metrics for Success1. Seven bloggers and seven Tweeters are identified and recruited to cover the event2. Content from seven sessions is posted to the IS blog or other blogs3. The number of retweets using the hashtag #ISconf increases from 20094. The team gains social media experience and insights about social media practice
WALK
Social Media strategy is part of integrated communications strategy.
Track Awareness: Share of Conversion About Hunger
Conversions for advocacy (Child Nutrition Bill) and donations
Cross Department Dashboard
KPI: Linked to Job PerformanceFLY
Share Pairs: What is your measurement, strategy, and practice? Crawl, Walk, Run, Fly – and why?
2. Measurement at the beginning, not the end
Start with a SMART Social Media Objective
S Specific
M Measurable
A Attainable
R Relevant
T Timely
• Tangible: money, time, or conversions
Results
• Specific to a channel, platform, or tool
Tactical
• People, content, learning, work flow,
Capacity
SMART Social Media Objectives
1. How many? 2. By when?
IQ TEST: What objective SMART?
Recruit 40 organizations to join our LinkedIn organization page by June 30, 2012
Set up LinkedIn organization page
Examples: SMART Social Media Objectives
ResultsAcquire 100 new donors through social media channels by June 30, 2012
Tactical Increase likes and comments with fans on Facebook to 3 comments per post by June 30, 2012
CapacityCreate one video per month to tell stories about the impact of our organization by January, 2012.Integrate social media across organization staff and board to use it reach goals by September 30, 2012
Share Pairs: What’s your organization’s SMART social media objective?
It isn’t about getting all A’s or FAIL
Cut the Salami into Smaller Pieces
3. Use Benchmarking To Measure in Context
Compare to your past performance
Use industry studies
DYI Benchmark Study of Peers
Intent: Raise brand awareness
Objective: By December, 2011, we will increase the number of Fans who "Like" us on Facebook by 500
What’s your current baseline: How many Fans does you have now?
Compare To: Peer Organization Benchmark Median Number of FB Fans: 1600 per peer benchmarking study
4. Pick the right metrics to track your SMART objective and track over time
Awareness: Views, Percent of Conversation, Likes
To get 1000 Facebook fans to test their blood sugar and update their status on World Diabetes Day
To get 75,000 views on YouTube video
Attitude: Sentiment
Shared best practices
Discovered they could learn from each other
Shared listening
Coordinated Twitter campaign
Increase pro climate action Twitter hashtag #climate action by 25%
Action/Behavior Change: Conversions
Wisdom of the Crowds Meets Person-to-Person Fundraising
To convert 10% of Facebook fans into Spay Day Donors on Spay DayTo raise $500,000 from Spay Day donors on Spay DayTo get 5000 people to enter the Spay Day photo contest
150 people will stop smoking for 6 months by December, 2011
Getting Started? Spreadsheet Aerobics: Begin with 2-3 data points
Pick the Right Metrics
Instigators
Evangelists
Donors
Spreaders
Happy Bystanders
Listen Share Money Solicit Create
Measure the Whole Ladder of Engagement
5. Pick the right tool for the job, set up a dashboard, and collect data regularly
There are many free, low cost , and professional social media analytics and measurement tools ..
Dashboards Are Your Best Friend
6. ROI: A Continuum of Value
6.
6. Consider both tangible and intangible values
Tangible and Intangible Value
Photo by edyson
How much income?How much time?What the ROI?
And he wants to know …..
KD Paine
TangibleDonations
LeadsSubscribersMembers
Saved Time Saved Costs
Increased page rankIncreased media attention
Signed petitionsCalls or emails to government
officials
IntangibleInsights about what works
Interaction EngagementReputation
LoyaltySatisfactionSentimentFeedback
It’s a continuum of value
Number of Months Strategy, Measure, Improve
Investment
Insight
Continuum of Value:
Crawl, Walk, Run, Fly
Interaction
Results
Impact
Translate Value Into Financial
More timely and accurate public health messaging communities. and more efficient use of staff timeBooking appointmentsAnswering public health questionsLess time on phone or other channels
More effective services to audienceAccurate and timely health information, less spreading of diseaseMore timely customer service in answering questions, booking appointmentsGenerates positive word of mouth
Ease of communication with journalists More press coverage, less staff timeLess paper, less email
“People regard our program as honest and informative. After almost two years on the social media front, we’ve developed a good system to get timely and accurate public health messaging to our communities. We firmly believe that our presence on social media sites has really enhanced our communication with the media and public.
Executive Director, Gary Edwards said it best in our 2010 Annual Report; that during tough economic times, SLVHD rose to the occasion and found innovative, cost effective ways to communicate with our community. “ - Vanna Livaditis, New Media Coordinator
You want me to Tweet and
measure it too? And Track my
time?
Track your time, don’t waste it …
• Compare the total costs of different solutions• Compare the total costs with the value• Compare the costs of not doing the project • Identify pilot goal to identify
cost/benefit
Translate into numbers ……
Share Pairs: Identify the value of your social media strategy. What are the tangibles? Intangibles? What are the costs?
7. Communicate and Reflect on Results
MomsRising:Joyful Funerals
ROI Storytelling: System for collecting stories not in the charts and numbers
Conclusion
Social media measurement goes hand in hand with good practice
Social media measurement is a discipline, not a task, and it needs to be part of the organization’s culture
Measure along the continuum of value and share results
There’s a big need for improvement of practice and sharing the measurement stories
Measuring the Networked Nonprofit
Thank you
Beth’s Blog: http://www.bethkanter.orgTwitter: @kanterFacebook: http://www.facebook.com/beth.kanter.blogSlides: http://bit.ly/fr-orch