#sm129


TOPIC QUESTIONS
Q1) How do you measure impact within your community?
Q2) How do you differentiate and/or blend quantitative and qualitative metrics?
Q3) How do you measure cmty efforts if management is outsourced?
   Event Details
Event Date:
     2011-09-27
Event Time:
     12PM - 1 PM EST
Participants:
     47
Tweets:
     331


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Lauren Vargas
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web: http://rootreport.com
BIO: Lauren Vargas, Community Management Strategist at Aetna, is based in Boston, Massachusetts. Lauren is a multi-faceted communications professional with ten years of experience in community relations, internal and external corporate communications, and government affairs. She assists organizations with building sound objectives and strategies for listening and measurement, and helps them engage with the communities they serve by fostering authentic ...more
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  • RT : How do you take pulse of your cmty? Find out @ 2day's #socialmedia tweetchat w/ your host #sm129 Love to have #cmgrchat folks join!
    Posted by: - 09/27/2011 11:30:01 AM
  • Only 30 minutes til social media chat w/ on Business Value of Managing Social Communities. Join in follow #sm129 at noon ET.
    Posted by: - 09/27/2011 11:30:01 AM
  • RT : 30 mins. away! Noon EST How do you measure cmty health? Join us for #socialmedia tweetchat w/ your host #sm129
    Posted by: - 09/27/2011 11:37:01 AM
  • 30 mins. away! Noon EST How do you measure cmty health? Join us for #socialmedia tweetchat w/ your host #sm129
    Posted by: - 09/27/2011 11:37:01 AM
  • RT : 30 mins. away! Noon EST How do you measure cmty health? Join us for #socialmedia tweetchat w/ your host #sm129
    Posted by: - 09/27/2011 11:41:01 AM
  • RT : RT : Noon EST How do you measure cmty health? Join us for #socialmedia tweetchat w/ your host #sm129
    Posted by: - 09/27/2011 11:43:01 AM
  • RT : How do you take pulse of your cmty? Find out @ 2day's #socialmedia tweetchat w/ your host #sm129 Love to have #cmgrchat folks join!
    Posted by: - 09/27/2011 11:44:03 AM
  • RT : 30 mins. away! Noon EST How do you measure cmty health? Join us for #socialmedia tweetchat w/ your host #sm129
    Posted by: - 09/27/2011 11:48:01 AM
  • RT : 30 mins. away! Noon EST How do you measure cmty health? Join us for #socialmedia tweetchat w/ your host #sm129
    Posted by: - 09/27/2011 11:52:01 AM
  • 5 minutes...who is joining me for #socialmedia tweetchat #sm129 - We are chatting abt taking pulse of your cmty. #cmgr #sm129
    Posted by: - 09/27/2011 11:54:01 AM
  • Bummed I have a mtg conflict. RT : Join me for #socialmedia tweetchat #sm129 - We are chatting abt taking pulse of your cmty.
    Posted by: - 09/27/2011 11:55:04 AM
  • RT : 5 minutes...who is joining me for #socialmedia tweetchat #sm129 - We are chatting abt taking pulse of your cmty. #cmgr #sm129
    Posted by: - 09/27/2011 11:56:04 AM
  • How do you take pulse of your cmty? Find out @ 2day's #socialmedia tweetchat w/ your host #sm129 Love to have #cmgrchat folks join!
    Posted by: - 09/27/2011 11:57:04 AM
  • I'm really excited to have hosting todays #socialmedia tweetchat on measuring the health of communities, Welcome! #sm129 #cmgr
    Posted by: - 09/27/2011 11:58:02 AM
  • Great to participate this afternoon. Cmty metrics is always a hot topic! Thank you for the opportunity. #sm129
    Posted by: - 09/27/2011 11:59:02 AM
  • RT : hosting todays #socialmedia tweetchat on measuring the health of communities, Welcome! #sm129 #cmgr
    Posted by: - 09/27/2011 12:00:07 PM
  • RT : 2 MIN..who is joining me for #socialmedia tweetchat #sm129 - We are chatting abt taking pulse of your cmty. #sm129
    Posted by: - 09/27/2011 12:00:08 PM
  • tuning in to chat it up with on cmty metrics! #sm129
    Posted by: - 09/27/2011 12:01:06 PM
  • RT : RT : Who is joining me for #socialmedia tweetchat #sm129 - We are chatting abt taking pulse of your cmty. #sm129
    Posted by: - 09/27/2011 12:01:06 PM
  • RT : hosting todays #socialmedia tweetchat on measuring the health of communities, Welcome! #sm129 #cmgr
    Posted by: - 09/27/2011 12:01:06 PM
  • Morning!! Should be a great chat #with #SM129
    Posted by: - 09/27/2011 12:02:03 PM
  • The floor is all yours. :) #sm129
    Posted by: - 09/27/2011 12:02:03 PM
  • Alright folks, are we ready to get this party started? #sm129
    Posted by: - 09/27/2011 12:03:03 PM
  • Q1. How do you measure impact within your community? define impact. > Go! #sm129
    Posted by: - 09/27/2011 12:04:04 PM
  • So, for the purpose of today's chat, cmty may be external or internal. I view cmty as topic based conversations - ppl ebb and flow #sm129
    Posted by: - 09/27/2011 12:04:04 PM
  • Checking out 's #sm129 chat on community metrics :) #sm129
    Posted by: - 09/27/2011 12:04:04 PM
  • Hi everyone! #sm129 happy tuesday...
    Posted by: - 09/27/2011 12:05:04 PM
  • Q1 resolution and relationships but not necessarily in that order #sm129
    Posted by: - 09/27/2011 12:05:04 PM
  • Great to see you! Looking forward to the experience you can lend to this conversation. #sm129
    Posted by: - 09/27/2011 12:05:04 PM
  • All have a different definition of relationships. What does relationsip bldg mean to your org? #sm129
    Posted by: - 09/27/2011 12:06:03 PM
  • RT : Q1. How do you measure impact within your community? define impact. > Go! #sm129
    Posted by: - 09/27/2011 12:06:03 PM
  • RT : Q1. How do you measure impact within your community? define impact. > Go! #sm129
    Posted by: - 09/27/2011 12:06:03 PM
  • RT : So, for the purpose of today's chat, cmty may be external or internal. I view cmty as topic based conversations #sm129
    Posted by: - 09/27/2011 12:06:03 PM
  • RT : Q1. How do you measure impact within your community? define impact. > Go! #sm129
    Posted by: - 09/27/2011 12:06:03 PM
  • A1. Impact can come in various forms: outputs, outtakes and outcomes. Outcomes hardest to measure, but are the impact where we focus #sm129
    Posted by: - 09/27/2011 12:07:04 PM
  • A1: I see impact as the energy with which the community rallies around an idea or purpose. #sm129
    Posted by: - 09/27/2011 12:07:04 PM
  • Q1 => I would start with community goals before defining impact metrics #sm129
    Posted by: - 09/27/2011 12:07:04 PM
  • I hate to say it, but if if it ended up, transactionally, I would be happy #sm129
    Posted by: - 09/27/2011 12:07:04 PM
  • Sounds basic, but measure by starting w/ a solid benchmark and look for change and note what caused said change to define impact. #sm129
    Posted by: - 09/27/2011 12:07:04 PM
  • A1: Gotta define what success means not just to the organisation, but also to the community members, which may be different. #sm129 #sm129
    Posted by: - 09/27/2011 12:07:05 PM
  • Echo - the metric for each community is dif based on your strategic goals. #sm129
    Posted by: - 09/27/2011 12:08:02 PM
  • Q1 #sm129 a consumer self-service community would have different metrics from a new product definition and testing community
    Posted by: - 09/27/2011 12:08:03 PM
  • RT : Q1 => I would start with community goals before defining impact metrics > Agreed. Right metrics depend on goals. #sm129
    Posted by: - 09/27/2011 12:08:03 PM
  • RT : A1: Gotta define what success means not just to the org, but also to the cmty members, which may be different. #sm129 #sm129
    Posted by: - 09/27/2011 12:08:03 PM
  • This, for me RT : A1: I see impact as the energy with which the community rallies around an idea or purpose. #sm129
    Posted by: - 09/27/2011 12:08:03 PM
  • Maybe true impact could be measured in longevity for starters #sm129
    Posted by: - 09/27/2011 12:08:03 PM
  • A1: Impact, the ability to cause a change or make someone see a different perspective. within a cmty, gatherin support 4 an idea #SM129
    Posted by: - 09/27/2011 12:08:03 PM
  • A1: Depends on the cmty & depends on your goals. Could be freq./depth of convos, could be actions, could be change in sentiment. #sm129
    Posted by: - 09/27/2011 12:08:03 PM
  • A1. Impact can come in various forms: outputs, outtakes and outcomes. Outcomes hardest to measure, but are the impact where we focus #sm129
    Posted by: - 09/27/2011 12:08:03 PM
  • A1: I see impact as the energy with which the community rallies around an idea or purpose. #sm129
    Posted by: - 09/27/2011 12:08:03 PM
    • Load 20 More
Moderator
RT : 30 mins. away! Noon EST How do you measure cmty health? Join us for #socialmedia tweetchat w/ your host #sm129
5 minutes...who is joining me for #socialmedia tweetchat #sm129 - We are chatting abt taking pulse of your cmty. #cmgr #sm129
Great to participate this afternoon. Cmty metrics is always a hot topic! Thank you for the opportunity. #sm129
Alright folks, are we ready to get this party started? #sm129
Q1. How do you measure impact within your community? define impact. > Go! #sm129
So, for the purpose of today's chat, cmty may be external or internal. I view cmty as topic based conversations - ppl ebb and flow #sm129
Great to see you! Looking forward to the experience you can lend to this conversation. #sm129
All have a different definition of relationships. What does relationsip bldg mean to your org? #sm129
A1. Impact can come in various forms: outputs, outtakes and outcomes. Outcomes hardest to measure, but are the impact where we focus #sm129
RT : A1: Gotta define what success means not just to the org, but also to the cmty members, which may be different. #sm129 #sm129
A1. Impact can come in various forms: outputs, outtakes and outcomes. Outcomes hardest to measure, but are the impact where we focus #sm129
It is a "depends" question. It really is specific to your org and cmty goals. You become the best practice. #sm129
How do you establish a benchmark? I hear people advise this and often are intimidated by the action. #sm129
Spot on! It is not any one thing...not any one metric, but a combination. Completely agree. #sm129
RT : Totally agree with - define what is important to your business, and treat case studies as siloed examples. #sm129
Right...diff parts of a story. I tend to segment into 4 pillars: Brand Engmt, Industry Engmt, Internal Comm; Content #sm129
Each pillar has 3-5 metrics. Each weighted. Avg together to get pillar score. Each pillar weighted. All pillars avgd = cmty health #sm129
RT : A1 1 key is to ascertain which "social" metrics correlate w/ metrics already tracking, like CSAT, Net Promoter, etc. #sm129
By having a broad set of metrics that capture different aspects of engagement, you can view cmty macro to micro. #sm129
Yes, you should be mindful of other metrics and not perpetuate the silo of biz intel gathering. Understand metrics use. #sm129
Does anyone have seperate metrics for different levels of cmty participation/influence? #sm129
Driving some type of behavior. I do like that definition. #sm129
Exactly. What can you learn from simply observing? Discover what is important to the community versus your assumptions. #sm129
Does anyone have seperate metrics for different levels of cmty participation/influence? #sm129
Yes, your metrics should be living and breathing. Make room for flexibility. Also, different stages of maturity and action #sm129
Exactly. What can you learn from simply observing? Discover what is important to the community versus your assumptions. #sm129
Overall cmty or do you have the cmty split into tiers? #sm129
Q2: How do you differentiate and/or blend qualitative and quantitative metrics? #sm129
RT : Love the word "story" - Metrics & data are just that. Need context to tell a meaningful story & understand change.#sm129 #sm129
We def pull in metrics from all areas. Can't look at these things in a silo. Must find a way to map connections. #sm129
RT : #sm129 did anyone mention relative scale (e.g. # of members/potential members)? #sm129
Quantitative versus qualitative, anyone? Do you incorporate offline metrics? #sm129
But difficult to put your finger on...how do you map these connections? Do you focus more on one versus the other? #sm129
Maybe not so much define, but obtain a "question" and then observe/calibrate. Love view #sm129
RT : thats just it. It cant be anything except a mix, or youre not dealing with humans. :) #sm129
RT : Or the word that rings in my ears, thanks to a few reads: context context context context #sm129
How do you track the cmty over the decision making lifecycle? Using CRM? How are you layering in socmed with offline behavior? #sm129
Right, cannot be exclusive, but must be able to incorporate or short-sighted. Have to think abt maturity of egmt. #sm129
Saving (what I think may be) controversial question...3 minutes. #sm129
Ha! Cmty proposal must be reflective of entire org. You are what you measure. #sm129
Biggest challenge is mapping that lifecycle. No one tool or platform...or magic button. Takes observation and work. #sm129
Q3: 6. How do you measure community efforts if management is outsourced? #sm129
Good one. Will have to check that out later. #sm129
Still here...until top of hour #sm129
No takers? Should you outsource cmty mgmt? #sm129
Define quality... ;) #sm129
RT : I guess you have to know the answer to this question first (and a non-snarky one): WHY did you outsource? #sm129
How should those results be tracked? #sm129
RT : I guess you have to know the answer to this question first (and a non-snarky one): WHY did you outsource? #sm129
Right...and as mentioned, it depends on why you are outsourcing. Part of bigger story-how do u connect chapters #sm129
It is not that it can't be done, but not seeing how all metrics are part of the story are connected during evaluation. #sm129
Not the cmty itself, but I think the position is becoming so if not mapped to strategic and overall biz goals. #sm129
It is abt choosing right one, but also how you determine the right one. Determine what cmty needs. #sm129
Even outsourcing tasks like monitoring can be tricky. What you consider important may not be what they consider impt. Oversight key. #sm129
Exactly. If you don't etermine that up front, it is useless. However I have seen outsourcing as tactical w/o map. #sm129
Great chat today, folks. Think all of us agree that without strategy/objectives and context, metrics are useless. #sm129
Great to have both of you here today. Thank you. #sm129
Now it is our job to connect those dots and tell the story. All will take a diff path. Embrace it. Be your own case study. #sm129
Great chat today, folks. Think all of us agree that without strategy/objectives and context, metrics are useless. #sm129
Thank you for the chance to get such brilliant minds together. Appreciate all my #cmgr pals joining in chat! #sm129