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Social Media Measurement

Measuring Naked Relationships
Your step-by-step guide to using relationship metrics to evaluate the success of your social media program.

by Katie Delahaye Paine

I've talked a lot here -- also in my speeches, in my blog, and of course in my recently published book Measuring Public Relationships -- about the importance of measuring relationships. I believe that without factoring in the impact that your social media program has on your relationships (with employees, community and constituencies) you are undervaluing your efforts.

So, how does one actually measure relationships? Well, now that you asked, my book explains this with regard to most types of public relations programs. Social media being all the rage right now, I thought it would be appropriate to provide a step-by-step guide as to how to actually do it for social media programs.

Whatever type of program you want to measure, the basic technique is similar: You conduct a survey of your audience using a special set of questions designed to specifically measure the different components of relationships. You do this before and after your social media program is in place, and you do it for your organization and as many competing organizations as you can afford to. Then you compare the data before and after, and between your organization and the others, and then you know where your relationship with your audience stands and where you need to go.

The Grunig/Hon Relationship Research

Before we get to the nuts and bolts, here's a bit of background. A decade or so ago, University of Maryland Professors Jim and Laurie Grunig and Linda Hon synthesized communications and sociology research and theory into a paper published by the Institute for PR called "Guidelines for Measuring Relationships in Public Relations." Their feeling was that, amidst all the brouhaha about quantifying public relations, we were forgetting the essential truth that PR was about relationships. And so you needed to measure the impact that your efforts were having on those relationships.

Their research isolated six fundamental components of relationships -- Trust, Satisfaction, Commitment, Control Mutuality and Exchange/Communal -- and they designed and tested 75 statements to measure those components. These statements are of the sort: "This organization treats people like me fairly and justly," and, "I feel a sense of loyalty to this organization." You can see them all, and copy them for your own use, on my blog or in the Grunig/Hon paper. For an example of these statements successfully applied to measure public relationships in a non-social media context, see this research by Forrest W. Anderson and Paul Raab.

Nine Steps to Measure Your Social Media Relationships

Before we start, remember that to isolate the effect of your social media program, you must begin your measurement before you launch that program. Then you'll have a benchmark to compare against later: Before Social Media vs. After Social Media. Without a Before benchmark you won't know how your social media program has changed your relationships.

Of course, you can always begin measuring after your social media program has started, and by doing so you will be able to do ongoing evaluation of your relationships. Which is a good thing. But a better thing is to isolate the effect of social media, and to do that you must compare before and after.

So use Steps 1 through 9 below to survey your audience before your program begins, and thus establish your benchmark. Then begin your social media program, and after an appropriate time, say three or six months (depending on your situation), re-survey to see what has changed.

To be sure that whatever change you find is solely attributable to the social media program, you must hold constant any other PR programs that affect your social media audience's perception of your organization. Yes, it's tricky, and it's not always an ideal world. But if you are trying to measure the effect of your new blog at the same time as the Promotions Department decides to give away A Free Cadillac With Every Purchase, then you can kiss your results goodbye.

Step 1: Define the audience for your social media program.
Social media is about conversation and engagement, so decide with whom you want to converse and engage. If you're starting an internal blog, your audience is your employees. If you're starting an IdeaStorm-type customer community, your audience is anyone likely to buy or recommend your product. If your mission is advocacy, your audience might be voters, politicians or industry influencers.

Step 2: Get a list of your audience's email addresses and/or phone numbers.
To get a representative sample you will need at least 500 names for each organization you are testing (more on that later). If you already have a list of your members, subscribers or customers, then you are ahead of the game.

If you have to purchase your list, then potential vendors vary with the type of sample you're looking for (mail, phone, web). Most lists are sorted based on demographic or title data. There are a lot more resources out there for mail addresses and those resources do not necessarily need to be survey sample companies. For email addresses, some reputable firms include Survey Sampling, e-Rewards and Zoomerang.

Step 3: Pick a survey methodology.
The Grunigs would recommend in-person surveys for the best results, but most researchers find that to be very expensive. Phone surveys are fast and provide very accurate results, but again, depending on the audience, may be cost-prohibitive. Email surveys are an increasingly accepted methodology, and for social media can be appropriate and highly reliable, since, presumably, your audience is all on email.

You may be able to piggyback on an existing survey going out to your community. If marketing, customer satisfaction, business development or anyone else in your organization is doing a survey, see if you can add a few of the Grunig statements to it.

Step 4: Select which of the Grunig/Hon statements are most appropriate to your organization.
You can probably only impose on someone for 7-10 minutes of their time, so you need to pick which statements you will include. Grunig and Hon suggest that if you want to shorten the survey, you use only the boldfaced items. Not all statements are appropriate for all organizations, so pick and chose the ones that will be most meaningful to your audience.

Step 5: Prepare your survey.
If you are using an electronic survey system like Survey Monkey, you need to create an introductory screen that explains what you are doing and how the scoring works. For instance:

In order to better understand the needs and perceptions of our marketplace, we'd like to ask you some questions. Please tell us whether you agree or disagree with the following statements as they apply to X company/organization.

Explain that 1 means "totally disagree" and 7 means "completely agree," and give them an option for "no opinion." You also need to ask them the same questions about a competing company or organization, so you have comparable data on the competition to compare to.

Step 6: Send out the survey.

Step 7. Resend the survey.
Depending on your audience it may take several tries and an incentive to get sufficient responses (I'll do just about anything for an Amazon or Starbucks card). How many is sufficient? Well, it depends on how you plan to break down your analysis and just what you are going to use it for, but in general plan to resurvey until you get 20-25% return. A low rate of return might imply there is some serious problem beyond your immediate control (like perhaps dislike of the organization is so strong that people don't want to even fill out the questionaire). If in doubt, talk to your local survey expert.

Step 8. Analyze and learn from the results.
Calculate a mean score for each relationship component. There are both positive and negative statements in the survey instrument, so make sure you take that into account. Compare your mean on each score to the competition. (And of course to your earlier survey results, if this survey is not the benchmark.)

Step 9. Implement your program and measure again.
If this is your pre-program (benchmark) survey, then implement your program now, and measure again in six months. Or, if your program has been running for a while and your analysis indicates you need to make changes, then make the changes now and let them work on your audience for six months before you measure again.

Good luck, and let me know how things go.

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