Measuring the impact of your social media campaign
Am due for a client review, and was asked to talk in detail about a social media campaign that we undertook and to elaborate on the results. Found this excellent article from iMedia Connection that’s helped me in putting together a qualitative analysis of what we achieved.
Published: September 09 2009
How to measure your social media campaign’s impact
By Daz Connell
Co-author Cheryl Dandrea is senior scientific editor for DAZMedia’s healthcare agency division.
Brands can benefit from advertising in the social media space. The approaches offer a means to engage consumers, enhance brand reputation and image, build positive brand attitudes, improve organic search rankings, and drive traffic to brand locations, both online and offline.
The steps in any advertising campaign will begin with setting campaign objectives and end with assessing the effectiveness of the strategies and tactics to determine the degree of success in accomplishing the stated objectives and to inform the next campaign. The challenge is to develop a set of measures to assess success and plan for future strategies and tactics.
The appropriate approaches to measurement will vary depending upon the campaign’s objectives and the social media strategies and tactics used. However, there are the basic steps any measurement program should include. Those are the steps this article will outline.
At this stage of development, social media advertising lacks the standard metrics that have served as a primary advantage for online advertising. Online advertising as a form of direct-response advertising has measurability built into its very existence. Advertisers can measure reach (the number of people exposed to the message) and frequency (the average number of times someone is exposed), and analyze site stickiness (the ability of a site to draw repeat visits and to keep people on a site) and the relative pull of creative presentations (a comparison of the ability for different creative executions to generate response). They can also monitor click-throughs (the number of people exposed who click on an online ad or link), sales conversions (the number of people who click through who then purchase product), and view-throughs (the number of people who are exposed and do not click through but later visit the brand’s website). These metrics are applicable to the use of display advertising in social spaces. If L’Oreal buys display ads on Facebook, all of these metrics are available to gauge effectiveness.
However, for the more innovative approaches available, metrics like number of unique visitors, page views, frequency of visits, average visit length, and click-through rates are either totally inappropriate or irrelevant, or simply fail to capture information about the objectives of a social media advertising campaign. Our tendency is to count — count impressions, visitors, friends, posts, players. There is still a place for numbers in the social media arena, but the numbers may be different from the ones marketers have traditionally used — and they may not be effective if not combined with more qualitative data.
Knowing the number of community members involved in brand-related conversations can serve as an indicator of exposure, and the number of message threads and lines of text within a thread can serve as proxies of conversation depth. However, counting does not capture the essence of the interaction consumers had with the brand, the degree of engagement felt during and after the interaction, or the effects of the interaction, exposure to brand messages, and brand engagement on measures like brand likability, brand image, brand awareness, brand loyalty, brand affiliation, congruency, and purchase intent. Jeep may have 8,500 MySpace friends, but the number does nothing to tell us how the friends feel about Jeep. An ARG may boast millions of players, but the sheer quantity of players does not reveal the success of the strategy.
To measure outcomes of social advertising, organizations must balance quantitative metrics with qualitative insights. Here’s how to go about doing this.
1. Reviewing objectives
Step 1, reviewing the campaign objectives, assumes that the objectives were set prior to pursuing advertising opportunities in social media. Not all brands set formal objectives. Some are simply experimenting with social media, and for them, the experience of executing a campaign using emerging platforms is sufficient.
For most brands, though, failing to set clear objectives is a mistake. When it comes to assessing success, if there are no objectives, how do you know if where you ended up is where you wanted to be? The specific objectives identified can vary dramatically from brand to brand but usually encompass three overarching issues:
- Motivating some action like visits to a website or sales
- Affecting brand knowledge and attitudes
- Accomplishing the first two objectives with fewer resources than might be required with other advertising and promotional methods
2. Mapping the campaign
Step 2 calls for mapping all of the social media aspects of the advertising campaign. This activity results in a visual representation of the tactics used and how they may interact. Maps can be crude, simple drawings, but even a rough sketch can be valuable as brands seek to measure accomplishments in the social media space.
An effective map would display the types of branded messages produced and distributed (e.g., written vehicles like blog posts and white papers, ads in the form of display ads or rich-media video, and podcasts), invitations for consumer engagement with the brand (e.g., games, consumer-generated advertising contests and promotions, and interactive brand experiences), and the online location for these materials. It should also include online locations where others can go to distribute content relating to the brand. For instance, are there viral videos on YouTube that highlight the brand? Are there product reviews on sites like Epinions.com? Are there MySpace pages with brand icons and information posted? Are there bloggers writing about the brand? Are members of Delicious tagging the brand’s website, and are Digg members voting for branded content?
Once all the sources of brand information are identified, the map should sketch out the chain of all possible touchpoints. A touchpoint is simply a contact point between the brand and the consumer.
MINI Cooper “touches” a consumer when someone visits the dealer showroom, visits the MINI website or one of its microsites, receives brochures and other promotional materials from the company, or brings a car in for service. These are all brand-controlled touchpoints, but many touchpoints that the brand does not control do exist, especially online.
In addition to the consumer-generated content that relates to the brand, there may be conversational touchpoints going on. Are people reading the blog postings (or even responding to blog posts) that mention the brand? Are people watching videos posted on sites like YouTube? Are they voting for content on Digg? In other words, is the media (whether brand-generated or consumer-generated) being consumed by those it reaches and is it being “fortified”? Ultimately, the map should show four levels of contact:
- Brand-generated content
- Consumer-generated content
- Consumer-fortified content
- Exposures to content consumers
3. Choosing criteria and tools of measurement
In step 3, the criteria for assessing effectiveness are determined, and the tools necessary for measurement are selected. The objectives and the map should direct both the identification of criteria and the best tools for measurement.
For example, imagine that you seek to develop brand awareness for a new product. You also want to drive traffic to the product website and reinforce the brand’s image. The brand enters the social media space with an advertising campaign, which also includes traditional media components. The brand website and its microsites would be sketched on a social media map, along with other tactics, like a celebrity MySpace profile (featuring your brand as a sponsor).
What criteria and tools then should you use to evaluate success of these techniques? Your campaign objectives emphasized a desire to:
- Build awareness of the new product
- Drive visits to the websites
- Strengthen the brand image
Objective 2 is easily addressed with traditional website metrics and measurement tools. The brand site and microsites can track hits, page views, and unique visitors; if the sites enable registration, then registrants can also be tracked. Organic search engine rankings can also be assessed for the brand name and its slogans.
Awareness (objective 1) can be suggested with website traffic and traffic to other branded components. For instance, your celebrity endorser’s MySpace profile will have friends, some of whom will fortify the profile with comments. Awareness can also be suggested with brand mentions in other online spaces. You might ask, “Is the brand being talked about? If so, how much, and where?”
The criteria for answering these questions are straightforward. One simply needs to identify evidence of the brand in online conversations and publications, get a count of those occurrences, and note the source of the material. The tools necessary for this could include a virtual version of a clipping service to determine what is being said about the brand and the brand’s competition online. This can be an in-house project, or outsourced to companies like CyberAlert, which can then monitor specific publications or the entire internet for brand mentions. Collecting brand mentions in-house can be accomplished with tools like Google Alerts. These tools can provide a count of mentions, and the sources, but they should be combined with other tools to determine whether the communication was positive, negative, or neutral for the brand.
Next you might ask, “How many people are exposed to these third-party messages?” To assess the impact of these brand mentions across the web, one can turn to companies that measure the size of a site’s audience. Media Metrix, Nielsen NetRatings, and comScore offer measurement services that include hits, unique visitors, and page views for sites. Such assessments will need to consider all the locations of postings mentioning the brand and the audiences for each location.
In our example, you also set out to strengthen your brand’s image (objective 3). This can be influenced by what the target audience thinks and feels about the branding for the campaign. Is the audience engaged with the interactive games you are using? Is your association strategy using celebrity endorsers effectively? Does the audience feel that the quiz and the recommendations included in the quiz’s answers enable your brand to symbolize their own self images? The campaign itself will influence the brand’s image. You could use primary research in the form of surveys and focus groups to answer these questions.
4. Establishing a benchmark
For all of the criteria and measurement tools you have chosen in step 3, to apply them effectively to your brand, you need to move to step 4 and set benchmarks, which will give you goals to reach so you can determine if your campaign is on the right track or if changes are necessary.
Assuming you are employing a combination of quantitative and qualitative measurement tools, your benchmarks will most likely consist of not only traditional quantitative measures — such as a set number of unique visitors — but also more qualitative metrics — such as positive focus group feedback indicating heightened brand awareness. Then you can use the data you collect from the measurement tools to observe as you get closer and closer to reaching those benchmarks.
5. Analyzing the outcomes and proposing changes
After selecting your measurement tools and the benchmarks you are striving for, step 5 is to analyze the data you collect using your measurement tools, compare the data versus your benchmark, and, if you determine that your campaign is falling short of reaching your goals, propose active changes that might help you attain those goals.
6. Continuing to measure
While it may seem like your job is done once you’ve measured your success versus your benchmark, the work is far from over. Measuring should be a regular, continual part of your social media campaign — so really, step 6 never ends.
Setting regular intervals of measurement (daily, weekly, monthly, quarterly, or annually, depending on the type of metrics chosen and the campaign’s needs) can help maintain discipline in this regard, and continuous measurement can also help you assess consumer reaction to any changes that are instituted mid-campaign.
What’s really elevating new media – passion
New media is something we often talk about. Over the past couple of years, we’ve talked and talked about the rise of blogs and citizen journalism, and divided into three camps of believing new media will overtake traditional media, that traditional media will always triumph over new media in terms of credibility, that there will be co-existence.
I’ve taken turns in all three camps and like most of the world have taken up permanent residency in the last. But what really jolted me into realizing just how significant new media is and will be, was an event that I worked on about a fortnight ago.
The Grand Prix was in town, and my client being a significant team sponsor, invested in an unusual campaign that involved sponsoring the team motorhome, transforming it into the swankiest one on the paddock that gave the team a homely respite in the blistering heat.
I had the opportunity organize media and blogger visits and what really struck me, very deeply, was the sparkle I saw in the eyes of two bloggers who are passionate about F1. It’s often said that your eyes are the windows to your soul. The windows of these two people touched me at a very deep level when I saw how much they appreciated the visits. It made me remember that my job had a purpose, somehow.
This epiphany was in stark contrast to the jaded responses of traditional journalists, understandably battered by the constant tsunami of pesky PR assaults. I realized then, what exactly would tip the scale towards new media – passion. It’s easy to ask what your passion is but terribly difficult to answer.
It’s funny how even the World Business Forum addressed this issue. Robit Bhargava, one of the bloggers invited to the event, couldn’t have said it better:
In the surround-sound media environment of today, there is no shortage of places you can go to see an expert’s view of business and where it is headed. What I took from the first day of the World Business Forum, however, was just how important passion is as a common thread in the people (and their organizations) who are accomplishing something. The future of business isn’t about leveraging Twitter or weathering the storm, or even finding the next great groundbreaking product. The ones who really change our world for the better will be the ones most passionate about doing it.
Check out his post here.
Top 20 Ways to Share a Great Blog Post
Great post on how to generate online publicity for your blog post, from
Mashable:
One of the best things about the web and social media is how much great information is written and produced every single day. If you’re a regular reader of blogs, you probably come across great articles that you just want everyone to know about. But what’s the best way to share these posts?
Luckily, there’s no shortage of ways to spread the word. Blogs, social networks, instant messenger, and mobile phones are some of the many ways to let others know about the best content on the web. Here are our 20 favorite ways to share a great blog post:
Sharing Via Social Media:
1. Using Twitter to Tweet and Share: Perhaps the fastest and most effective way to share a great blog post is through Twitter. Sharing or retweeting a link in Twitter can spread like wildfire. Use a URL shortener such as tinyurl or bit.ly to shorten links to fit within 140 characters.2. Posting to Facebook: Sharing a blog post on the world’s largest social network is as simple as going to the Facebook homepage and posting a link.
3. Digg it: Not only will you help bring that blog post one step closer to reaching the front page of the news site Digg (which will spread it even further), but all of your Digg friends will see it as well.
4. Post on MySpace Profile: Don’t forget about the world’s second largest social network when sharing your favorite articles. Post the link to your MySpace profile so your friends can enjoy it too.
5. Posting to LinkedIn: Some blog posts are worthy of being shared by your business network on LinkedIn . Post a link to the Network Updates area in the homepage.
6. Stumbling on StumbleUpon Stumble the post! StumbleUpon is a favorite network for discovering fun websites and useful information, so make sure that you give the post a thumbs up. The StumbleUpon Toolbar is the easiest way to Stumble.
7. Bookmarking to Delicious: Delicious is great for not only sharing posts, but for helping categorize blog posts for others to find. In addition, you can import your delicious bookmarks to Facebook, FriendFeed , and other social media websites.
8. Sharing on FriendFeed: The social media aggregator FriendFeed has a vibrant community who love to share videos, links, and pictures. Use the FriendFeed bookmarklet to quickly share a good blog post to FriendFeed.
9. Adding to Reddit: Reddit is another great social media site for sharing and voting on articles. It’s quick and easy to submit a link
Sharing Via Blogs:
10. Reblogging Great Posts: Blogging about a great article is one of the best ways to engage with the topics being discussed. Post a link, write some commentary, and share it with all of your readers. And don’t forget to share your own blog post as well!11. Sharing via Google Reader: Google Reader has a great feature for sharing blog posts. If you use Google Reader as your news reader of choice, all you have to do is click the “share” button at the bottom of blog posts to share it with all of your Google friends. You can also add notes and comment as well.
12. Posting on Tumblr or Posterous: If you want to share something via a blog, but don’t want to write a full blog post about it, there are great options for that as well, primarily Tumblr and Posterous . They are the quick and easy versions of full-fledged blogs, ideal for posting about pictures and blog posts.
Useful Tools for Sharing
13. TwitThat: TwitThat is one of the quickest and easiest tools for sharing blog posts. It will post to your Twitter quickly and easily. Just add the bookmarklet to your browser toolbar and click it whenever you come across a great post.14. Shareaholic Firefox Extension: There are a lot of great social networks where you can share a great post, but who wants to visit Facebook, Twitter, Tumblr, and LinkedIn to share a post? If you are a Firefox user, then install Shareaholic, an extension that goes on your toolbar. It provides quick links for sharing to all of the major social networks.
15. Ping.fm: If you’re a busy person, you might not have time to share on all of these social media websites. Isn’t there an easy way to share a blog post everywhere, all at once? Ping.fm links to all of your social networks and sends your updates to LinkedIn, Twitter, Facebook, to any other website you wish to link to it. You can even update from your instant messenger. It’s the perfect solution for those who like to share content all over the web.
Other Ways to Share:
16. Emailing: Email has always been a good way to share articles, especially with close friends and family. Although it may not reach as many people as Twitter, it will definitely reach anyone who isn’t as deep into social media as you are.
17. Texting: Did you know you that many blogs, including Mashable
, support sharing an article via text message? Look out for the ShareThis button (three green dots connected by lines) under blog posts and select the “text” option. iPhones and mobile browsers have made it easy to read links sent by texts.
18. Changing IM Statuses: You probably have dozens, if not hundreds of IM contacts. Share great posts with all of them by changing your IM status to a great post you just read or wrote.
19. IMing a friend: If changing an IM status seems too impersonal, then just IM your friends the link. You can then have a fun chat about the blog post.
20. Talking to Friends: If you don’t have a computer handy, then don’t forget about the analog approach – call a friend or tell him or her over coffee about a great blog post you read. You can always send the link later if necessary.
How Do You Share Blog Posts?
This post only scratches the surface of sharing in social media. There are hundreds of tools and resources at your disposal. If you have another great way to share blog posts, please add it in the comments.