When you listen to social media, what paradigm do you bring with you? Are you thinking about measuring media, or are you thinking about people sharing their thoughts? Listening to the discussions at the recent Word of Mouth Research Symposium, this finally came together for me: part of the reason social media measurement is confusing people is the cross-functional impact of social media, and measurement—like everything else—is stuck in silos. Looking at familiar faces at WOMMA, I realized that each silo has its measurement club, and I'm not sure they know about each other.
Measuring Media or People?
As I've posted before, social media measurement means different things to different people. They're bringing assumptions, goals and metrics from work they did before social media, but they don't usually declare their perspective when they set out to "measure social media." That's left as an exercise for the reader, who may not realize that a particular measurement silo is at work.
I'm seeing at least four different measurement silos intersecting with social media:
- PR/media measurement
Viewing social media as media for their ability to reach an audience.
- Word of mouth measurement
Viewing social media as online interactions among people (customers, if you're lucky).
- Web analytics
Interested in people's usage patterns, as both audience and customers.
- Opinion research
Mining online opinions as the world's largest focus group.
Today's measurement discussions recall the blind men and an elephant. Social media content represents both media and people, depending on what's happening and how you want to look at it. Recommendations to start measurement with an understanding of objectives are obviously on the right track. I wonder if we can introduce the measurement clubs from the separate silos and stop talking past each other?