Can there ever be enough discussion around “social media measurement”? While I joke as part of the opening of this post, it is a topic that we’ll continue to explore in upcoming #Ciscosmt activities. And as a follow up to my recent “Decoding Social Media Measurement” post, last Thursday Charlie Treadwell, Manager, Digital and Social Media Marketing at Cisco, shared his insights through the monthly #Ciscosmt Series Twitter chat. Below is a transcript of the interesting conversation as well as a few key takeaways.
Social Media Measurement #Ciscosmt Twitter Chat
I think this is a great start to the ongoing conversation we’ll explore further as we move forward. As it evolves, it provides more and more critical data points for business impact. I’m interested to hear how you are using social media measurement to benefit your business and also what types of metrics are most important to you.
Social media measurement is a key element in showing business value…social media benefits are no longer taken at face value. Businesses must align metrics to overall goals and benchmark along the way.
Metrics will vary from company to company based on individual goals. However, some basic types of data to measure includes: cost and/or support savings, revenue, influencers, share of voice, engagement, and crowdsourcing.
Social media measurement can be implemented even on limited budgets. Use tools like Google Analytics, individual social channels, or other resources to gather data and make informed decisions.
Pilot and test social media strategies on an ongoing basis and create measurement benchmarks throughout the initiatives to ensure efforts are maximized.
Quantity is an important part of the social media measurement equation. However, “quality” is an even more crucial element to consider. Take time to look deeper into the metrics to understand the types of engagement, influencers, or other data points that can be retrieved.
Measurement can and should be implemented across the organization when it comes to social media. HR, sales, support, marketing, and other areas can benefit from strong measurement best practices.
October Twitter Chat
And mark your calendars for next month’s Let’s Chat! #Ciscosmt Twitter chat, taking place on Thursday, October 24th from 9-10 a.m. PT. More details will follow shortly on this blog and through the @CiscoSocial handle on Twitter. Stay tuned for more details by following the Cisco Digital and Social Blog and the #Ciscosmt hashtag!
Let’s Chat! #Ciscosmt Series: Engaging Employees in Social Media Twitter Chat Transcript
Have you ever felt like measuring social media was like a trying to crack a secret code? Sometimes it’s difficult to figure out what data is important to measure out of all the information we are receiving.
September 26th Let’s Chat! #Ciscosmt Twitter Chat
And as social media continues to become more of the way business is conducted, I’ve seen a shift in what experts are focusing on and recommending.
Join me and our special guest, Charlie Treadwell, Manager, Digital and Social Media Marketing at Cisco, for a #Ciscosmt Twitter chat on Thursday, September 26th from 9-10am PT. As part of our monthly “Let’s Chat! #Ciscosmt Series” chats, Charlie will share his listening, measurement, and monitoring expertise and we will:
Share measurement, listening, and monitoring best practices
Identify metrics to focus on
Explore examples showing social media measurement’s impact on business
Determine how to make sense of all of the data
Review ways to up-level measurement practices in a company
Let’s Chat! #Ciscosmt Series
Let’s make this a really interactive session. Bring your questions for Charlie and share your own insights and examples throughout the chat or even prior to the session. We’re looking forward to your interactions!
For those that might be new participating in aTwitterchat, here are some quick details:
What is a Twitter Chat? Twitter chats are scheduled gatherings of Twitter users to discuss a given topic, using a hashtag to keep track of conversation.
We want it to be an interactive chat, learning from each other. Join in the conversation with your insights and experiences using #Ciscosmt. And also interact with others, re-tweeting, exchanging ideas, and commenting on other points of view.
Questions will be labeled Q1, Q2, Q3. If you are responding to a question, please start your tweet with the corresponding answer number “A1”.
We have a new ‘Spotlight on Unified Communications Management’ available now and it may really help many of you get your head wrapped around the value of buying and using this kind of software. We tackle four typical headaches around:
Remote Site Rollouts
Moves, Adds and Changes
We showcase the incredible new look and feel that PRIME brings to the UC Management Suite as our favorite tools have gotten a lot more integrated and easier to work with.
UCMS will help you automate the minutiae, delegate the redundant, all the while giving you a rich tool set to be in control when times are smooth and quick to react when things go awry.
Cloud Expo was indeed a very interesting juxtaposition of people espousing the value of cloud and how their stuff is really cloudy. You have a group of presenters and expo floor booths talking about their open API and how that is the future of cloud. Then you have the other camp that tells us how their special mix of functions is so much better than that. All of this is a very interesting dialog. APIs are indeed very important. If your technology is indeed a cloud operating model then you must have an API. Solutions like Cisco’s Intelligent Automation for Cloud rely on those APIs to orchestrate cloud services. But APIs are not the end all. The reality is that while the cloud discussions tend to center on the API and the model behind that API, the real change enabling the move towards cloud is the operating model of the users who are leveraging the cloud for a completely fresh game plan for their businesses.
James Urquhart’s recent blog: http://gigaom.com/cloud/what-cloud-boils-down-to-for-the-enterprise-2/ highlights that the real change for users of the cloud is modifying how they do development, test, capacity management, production operations and disaster recovery. My last blog talked about the world before cloud management and automation and the move from the old world model to the new models of dev/test or dev/ops that force the application architects, developers, and QA folks to radically alter their model. Those that adopt the cloud without changing their “software factory” model from one that Henry Ford would recognize to the new models may not get the value they are looking for out of the cloud.
At Cloud Expo I saw a lot of very interesting software packages. Some of them went really deep into a specific use case area, while others accomplished a lot of functional use cases that were only about a inch deep. As product teams build out software packages for commercial use, they have a very interesting and critical decision point that will drive the value proposition of the software product. It seems to me that within 2 years, just about all entrants in the cloud management and automation marathon will begin to converge on a simple focused yet broad set of use cases. Each competitor will be either directly driving their product to that point, or they will be forced to that spot by the practical aspects of customers voting with the wallets. Interestingly enough, this whole process it drives competition and will yield great value for the VP of Operations and VP of Applications of companies moving their applications to the cloud.
In Part 1 of this post, I described how Cisco IT addresses the first key question—about reporting on voice service availability. In this Part 2, we’ll cover the second question: How does the call sound to all of the connected parties?
Cisco IT Metrics for Measuring Call Quality
Although it seems counter-intuitive, the best source of information about voice quality may not be the people who were on the call. Of course, user trouble tickets about problems such as static and echo can be important indicators of bigger issues in a voice system. But we often find that users don’t report voice quality issues, so additional tools are needed.