A Framework For Measuring Social Media Activity

1. A Framework For Measuring Social Media Activity Republished by IAB Ireland Social Media Council Produced originally by Richard Pentin, Group Planning Director, TMW On behalf of IAB UK Social Media Council With thanks to IAB UK Social Media Council and digital and direct marketing agency TulloMarshall Warren (TMW) http://www.iabuk.net/research/library/social-media-measurement-framework

2. introduction • IAB Social Media Measurement Framework • The IAB Ireland Social Media Council have adopted the IAB Social Media Measurement Framework as the best framework to measure, benchmark and evaluate social media campaigns. • The framework, created originally by IAB UK Social Media Council in partnership with digital and direct marketing agency Tullo Marshall Warren (TMW), has been designed to help advertisers and agencies better digest the complexities of social media measurement. • This framework is complemented by Irish case studies, provided by the IAB Ireland Social Media Council.

3. overview • Why do we need a framework? • The iab measurement framework • Guidelines to defining KPIs • Putting theory into practice

4. 1.Why do we need a framework?

5. why do we need a framework? EFFICACY ACCOUNTABILITY INTERPRETATION INDUSTRY SPECIFIC REASONS COMPANY SPECIFIC REASONS WHY? STANDARDISATION OPTIMISATION BENCHMARKING

6. 2.Introducing the iab framework

7. the iab framework intent benchmark awareness appreciation action advocacy Establish intentions and objectives in order to define which KPIs are most pertinent Define core KPI metrics by social media platform (soft metrics & hard financials) Compare benchmarks with other SM activity, channels, industry averages

8. intent Without clearly defined objectives we have absolutely no criteria on which to evaluate success intent Establish intentions and objectives in order to define which KPIs are most pertinent

9. intent Your intent should dictate which KPIs are most pertinent To build brand awareness? To generate buzz, advocacy or WOM? To generate brand engagement? To shift consumer perceptions? To influence key opinion formers? To generate leads or build prospect base? To stimulate dialogue or relationship with prospects To encourage participation for social event? To manage brand reputation? To divert a PR crisis? To engender customer loyalty? To uncover customer or product insights? To enhance customer service?

10. intent But the trick here is to collate your KPIsinto more meaningful groups in order to tell a bigger story…

11. The 4 As awareness Awareness of social media platform appreciation Engagement and appreciation of content on social media platform awareness appreciation action advocacy action Solicits a response or influences purchase behaviour in some way advocacy Creates WOM or stimulates advocacy Define and measure core KPI metrics by social media platform (soft metrics & hard financials) APPRECIATION KPIs can be assigned to one or more of these 4 As to tell a bigger story

12. The 4 As The importance you place on all 4 As will depend on your original intent INTENT 1 INTENT 2 WEIGHTING OF METRICS Activity designed to generate leads may be much more weighted towards action metrics Activity designed to generate buzz and WOM might focus more on awareness, appreciation and advocacy metrics

13. benchmark Without comparative benchmarking most metrics are completely meaningless benchmark Compare benchmarks with other SM activity, channels, industry averages

14. What is this? An atom, a ping pong ball or a beach ball?

15. The diameter of Uranus is51,118 km Its distance from the sun is 19 AU Uranus’ approximate density is 1.27 grams per cubic centimeter Now for some interesting but fairly meaningless metrics URANUS Atmosphere: 82.5% molecular hydrogen, 15.2% helium and 2.3% methane Uranus travels at an average speed of 15,290 miles per hour The mass of Uranus is about 8,684.9. Average temperature-350 degrees.

16. Metrics only have real meaning when compared to something else

17. benchmark So, how does this social media platform compare toother social media platforms used by your brand? Only compare with other platforms which share similar objectives

18. benchmark How does this social media activity comparetoother marketing channels? EVENT MARKETING DIRECT MARKETING ADVERTISING PUBLIC RELATIONS E- MARKETING MARKETINGCHANNEL COMPARATIVE BENCHMARKING Only compare with other channels which share similar objectives, otherwise it’s not comparing like-for-like SALES PROMOTION CRM SOCIAL MEDIA CUSTOMER BASE

19. benchmark How does this social media activity compare to your competitors? Only compare your platform to competitors where they share similar objectives

20. benchmark How does it compare to historical data? ? Social MediaMetric Has this activity improved since last measurement period? Time

21. 3.Guidelines to help define KPIs

22. defining KPIs • 3 parameters for defining KPIs • by social media platform(e.g. blog, microblogging, community forum, social network, fanpage, video sharing site, branded channel widget/application etc) • by 4As • by soft metrics AND hard financials

23. defining hard financials awareness Cost per Impression (CPI) appreciation Cost per Engagement(CPE) awareness appreciation action advocacy action Cost per Lead (CPL) advocacy Cost per Referral(CPR) Define and measure core KPI metrics by social media platform (soft metrics & hard financials) APPRECIATION

24. defining KPIs • The following tables are intended to outline some of the KPIs at your disposal. • It is only intended to be a helpful guide rather than an definitive list • Select the KPIs most pertinent to your objectives or feel free to add KPIs of your own!

25. social media measurement

26. measurement template

27. 4.Case studies using the framework