Wednesdays 2-3pm EST – A Community for Community Managers

1/26/11 – Community Management’s Return on Investment February 9, 2011

We had a really active discussion in #CmgrChat this week about that hot button issue – Return on Investment.  How do companies justify the community manager salary?  What value are CMs bringing to the table?  How can you get more CMs at your company?  Is it just a buzzword?

There was a slight issue with wthashtag.com as well, so this is the only place you’ll be able to find the summary.  However, if you would like the actual transcript emailed to you,  get in touch with Jenn and she can make that happen.


Q1) How much is your org/co focused on ROI from your work? How do you think that might change going forward?

Bsimi Tough question because first you have to define ‘ROI’ is it $, Community, Awareness… ROI has to, in some form be a goal.

artscmgr As a non-profit our goals are to connect, create local industry visiblity & promote the work of our members. Our ROI isnt $ based

mhandy1: ROI should always be a factor, but the return could be customer satisfaction, frequency among other things

evanhamilton Customer satisfaction is a return on investment – happy customers spend more

evanhamilton: Signups. $. There are just various ways we get to those: share of voice, engagement, evangelism

gilmoreglobal We have 2 objectives; visibility/engagement & sales. Right now we are focusing on visibility but sales will become important.

tgrevatt Also hard to attach $ value to but community is super for product feedback/dev ideas.

MassMarotta It would be nice to tie it to a dollar amount…more about exposing customer successes and increasing customer sat/loyalty

katieblaine Now we are focusing on the feed back and interaction w/ our followers more than ROI. figuring out how to best ingage them

blaisegv Having said that, I an think of plenty of ways a community can SAVE money, which is an often overlooked ROI 🙂

gilmoreglobal To calculate ROI we would need to know the cost (time, resources) and value (sales potential, retention)

StarAasved Best ROI from my perspective – interactive community members.


Q2) What metrics are you using to measure ROI? Do you find they are an accurate measurement?

Bsimi It gets tricky depending on business, me, in hotels and F&B, we can track promo codes, events…

Bsimi Rooms booked with promo codes, foursquare check-ins then figure what our avg. guest spends, Event booking, web mentions

tmonhollon We do monthly tracking reports on lots of areas. Community & social engagement, traffic, SERPs, reputation, Klout scoresetc.

evanhamilton Share of Voice – inaccurate but key. Conversion rate from blog visitors to signups – very accurate. # of evangelists – hard.

gilmoreglobal Measures: Leads, sales, followers, lists, Klout, Tweetlevel, Twitter grader, Likes (fb), Linkedin Followers, Aboutme clicks… (cont) Google impressions, actions, Flickr views, comments, Quora followers.. Im happy right now as long as they are going up!

blaisegv If a social media platform, I’d look at attrition and reach, as well as conversions. If internal community, depends on purpose.

susieques Even nonprofits have goals (sometimes hidden) to see $ from sm. The measure for us is engaging membership=renew + attend mtgs


Q3: Is ROI expected long or short term at your co? How do you report your findings?

40deuce ROI should be expected in long term and short term goals (although long term are easier to prove

Bsimi A lot of short term benchmarks all leading to long term goals. Digital media is not going away. Long term relationships WIN

tmonhollon Both. We look at how tactics affect in micro, and watch bigger trends to see cumulative affects over time.

aleveland Weekly share-out meeting to share findings from topics discussed that week. For MKTG, R&D, Insights attendees

Bsimi Thats why its a long term people biz, This IS NOT an instant gratification strategy.


Q4) What results of a positive ROI would you like to see? More resources dedicated to CM? Pay Raise?

StarAasved Job security is number one for me!

mhandy1 Pay for CMGR’s needs to increase also general team size. A CSO should become standard with multi-dept integration

evanhamilton More resources, less scrambling for me. Raises are nice, but job security and a sense of accomplishment are nicer

evanhamilton And the opportunity to try new things, instead of continuing to tweak the old ones.

JamesVKautz I would like to see SM removed from the corporate test tube and become a part of ‘normal’ biz for *.* in co.

tmonhollon Better organizational integration is one. Resources is another. And the freedom/trust to innovate as you go!


Thanks to all who participated! If you would like to see the entire transcript, please contact Jenn to have it emailed to you. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


2/2/11 – Health & Wellness February 3, 2011

We had a pretty great chat this week about a community manager’s health & wellness routine.  A lot of us spend an absurd amount of time in front of the computer and sitting on our butts and are always connected.  We work crazy hours, and we eat bad foods because we’re always on the go – and all of that is a recipe for disaster.   We’re into the second month of the new year and while we’re way past resolutions, it’s good to keep going on the health front all year long.

Or Maybe we should all buy these: http://bit.ly/gP3TRP Exercise office chairs.  Or these? http://bit.ly/f0RlUp


**Before I go on with the tweets, I would like to point out that this chat has been an amazing place for community managers to come and talk about their experiences and share their opinions on what makes them good at their jobs.  Since its beginning in September, it has always been a pretty positive, funny place to be in for an hour a week, and there’s even the occasional snarky, sarcastic moment.    However – last week we had an instance of some negativity amongst two people and one person felt a little like this wasn’t a safe place and felt that they needed to leave the chat.    I’m happy to say that I’ve been in touch with both of the people involved and it ended well with apologies and thank yous all around.

I just want to make it clear though – Kelly and I don’t tolerate negativity.  We’re all out to help each other, network, and have a great time in this one hour chat.  Please don’t abuse it and make others feel as though they don’t belong.  Remember – community isn’t just something you do at your job, it’s something we take pride in 24 hours a day be it personally or professionally.


Q1) Since becoming a community manager have you managed to keep the same physical fitness routine?

digitalmention: Absolutely! I workout 4-6 days/week. But I’m smarter now about time – in & out in 1 hour. Intensity!

vargasl: Yes. I am a creature of routine. I do everything in the morning b/c day chgs at rapid pace. Elliptical & yoga every other day.

JennaLanger: Blocking off time is hard for me. I feel like I need at least 90 minutes to workout and shower, hard to fit in

katieblaine: Getting exercise clears the mind, helps you become more focused, have better ideas, feel good and you will be HAPPIER 🙂

elysa: I’d say fitness depends on in/out of office worker AND personality. I’ve done fairly good job keeping up with going to gym.

TeresaBasich: Part of struggle is my location and attachment to my gym. Including driving, showering, all that, takes 2-3 hours to work out.

tgrevatt: Switching off & getting to workout is made trickier by winter, gym fees etc. I use frnds on SM as motivators.

vargasl: I read a biz book on nook while on elliptical…working, but not “on.”


Q2: Does your schedule allow to take classes or join sports teams? Do you schedule in unwinding/disconnecting?

vargasl: No, I don’t have gym membership or take classes b/c of schedule. Travel too much. 😦

gilmoreglobal: Schedule could allow it but my addiction to my BlackBerry and Twitter interfere! 🙂

Triplyksis: I HAVE to schedule unwinding/disconnecting time or I won’t stop working in time to do it.

digitalmention: I don’t take any “official” classes or sports teams bc I don’t want to over commit. That’s also a part of health!


Q3) What do you do when you’re sick? Can you really take the day off?

AdamBritten: My last internship (which dealt with SM) allowed me to work from home when I was sick. Very convenient!

Triplyksis: It’s WFH=Work From Home. There are no days off or sick days. 😉

JamesVKautz: If I’m sick enough not to work, the community can tick on without me for a day. But I’d at least post a heads-up somewhere.

digitalmention: Sad, but no. I listen to my body, though. When I’m truly “out,” I rest – work – rest – work, etc.

SunnyinSyracuse: A student I know has 2 herniated discs from sitting too long at a desk (for seriously long hours)…core muscles were too weak!

AskTim: *Can* I? Sure I have almost 10 weeks of unused sick time. *Do* I? Not so much. Need to get over that.

rontoledo: On sick days I usually end up still working, just at home. With @loladogg on my lap.

JennaLanger: When you’re sick, stay home so you don’t get others sick! I’m still checking email and delegating though

rhogroupee: Last year, we gave everyone unlimited paid leave…haven’t looked back!

JPedde: If I’m sick & am able to think straight, I’ll work from home. If I’m on death’s door, all I’ll do is sleep & no work. Know limits


Q4. Have you noticed any ill effects from being constantly plugged in? (ie I have twitter dreams all the time)

JessicaRMurray: A few tips on Carpal Tunnel prevention. http://ow.ly/3P5Ta I have to pick up these wrist things too

JPedde: Sometimes I wake up in the middle of the night and want to check for @’s on my phone. (#addiction)

KellyLux: Yes, I wake up earlier and look at my phone..and go to bed later..because I can’t put it down…

SocialMedBtrfly: I fall asleep with my iPad by my side – scared I’ll roll over on it and Tweet accidentally


Q5. What are some things you’ll start doing better JUST FOR YOU after today’s little chat?

AdamBritten: Maybe I’ll put my phone away when I’m at the gym…maybe.

TeresaBasich: It’s up to us to constantly reinforce that need to sign off. All comes back to boundaries.

vargasl: I have to schedule time just for me and keep that time holy. To do something not related to work.

SocialMedBtrfly: I’m going to remember the European way – work to live, not live to work, & set expectations w/ managers 4 balance

pushingvision: I’m going to set reminders in my calendar to take a break — and eat lunch. Did it before and it worked, not sure why I stopped…


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!

Q2) Does your schedule allow to take classes or join sports teams? Do you schedule in unwinding/disconnecting?

1/19/11 – Klout & Online Influence January 21, 2011

Influence was a huge buzz word in 2010 and there’s no reason why it won’t continue to be a huge topic of conversation in 2011.   Measuring influence is not an easy task whether it takes place online or off and there is one company out there attempting to do its best and give all of us a starting point – Klout.  As Community Managers we are judged by our digital presence, we also need to find and identify the influencers in their industries, and hiring managers are starting to take notice of Klout scores – but should they?

We were very fortunate to have Megan Berry, the Marketing Manager from Klout, join us to answer questions we community managers had and let us know what we can all look forward to in the world of influence.   We had 813 tweets and 99 participants this week and were glad to have each and every one of you in another great discussion.


Q1 How do you define online influence? And do you think Klout is accurately measuring it?

40deuce: Online influence is the same as real life. It’s the ability to motivate someone to do/try/think about something

40deuce: On @klout, I think they have the right idea and the right intentions and they may be the best we have right now

Mitch_M: I define online inflluence based on how many people you actually reach that take action on what it is you do.

Mitch_M: part 2; No, I don’t think so at all.

meganberry: How do you define online influence? A: Here at Klout we believe influence is the ability to drive action

cochinealred: Influence is tricky… most “influential” peeps in my community don’t necessarily have soc. med experience or activity

JMattHicks: I feel like online influence is more about the power the can harness from your network as opposed to the sheer size/breadth of it.

ahvance: Online influence is the ability to drive a user to take action, whether this means a purchase or spreading the word to others

CallFireMktg: Online influence is tough, like real-life influence. Do pp believe u, do they talk @ u, do they like ur brand?

THO_R: Real influence isn’t just short-term (RTs in a day) but also long-term. Think of your 1st grade teacher

elysa: My short answer on influence – when you talk/tweet/post/share… people listen. that’s how you know you have some influence

Q2) What do you think about the recent changes/additions to Klout? Suggestions?

Mitch_M: Would be nice if blogs could be a part of that influence

rotolo: Klout scores began to seem very, um, odd as soon as the daily updates were added. A lot of “huh? how could that be?”

rotolo: There’s a lot of guessing about why your score changes. What am I doing right/wrong?

mhandy1: Score stability is probably a must from a user prospective… its frustrating to take a vaca & look less influential

KellyLux: It seems that most people’s scores increased after the switch to daily. Many more in the 50’s & 60’s that used to be in the 30’s

tgrevatt: I also see a lot of influence happening in forums, review sites – lots of expertise hangs out there, far more so than Tw/FB.

tmonhollon: Makes it feel like a moving target. If the number changes & is hard to understand, it’s not useful for me or for users.

blaisegv: Klout needs to start taking into account other social spaces such as forums and blogs at least, if not google as well

JPedde: One of my suggestions would be to have more about the person on the Klout Profile. Maybe a home base of SM Activity

MrShri: I like Amplification, Reach & Klout Achievement Badges

meganberry: We are looking into score stability and/or making it more clear why changes occur

meganberry: Klout’s goal is to include many more sources of influence. Blogging is one area we are looking at.

meganberry: Right now it’s based on personal profiles only, but we’re looking to add pages soon

meganberry: We’re working on building out a FAQ

Q3. What other measures of online influence have you used now or previously? Thoughts on those tools/comparison to Klout?

Mitch_M: I track traffic through sites like Alexa and look at my stats through Google Analytics for blogs & websites

tgrevatt: Some forums, review sites (Amazon) (& Quora) allow user rankings of quality of posters. Surely that is well tied to influence too.

Cision: Comprehensive list of influencer measurement tools – tried most of these out http://bit.ly/fLVVbm – all have good/bad points

mhandy1: The Edleman tool is interesting but the database on Klout is more robust.

pushingvision: Others used: Twitalyzer, Peer Index, Twitter Grader but I have to say I don’t really take any of them seriously

Q4. How can @klout best be utilized? Should it be considered when looking at job applicants?

40deuce: NO! Unless that job is to only be an influencer of 1 specific subject (and if that job exists… I’d like it please)..unless I already do?

cochinealred: As a part of the overall process maybe, but I don’t think it should be taken super seriously.

AskTim: Depends on the job. For a cmgr, I would think it’s very important. For a PR job, it should be 1 factor out of many.

tomfnet: Use Klout like Credit Score or Driving Record. A narrow snapshot that may or may not be relevant to person’s future.

CallFireMktg: For employer purposes, I think clout with a C is more important than Klout with a K, and much harder to gauge.

Mitch_M: I don’t think it’s a factor at all until all types of social media can be measured

meganberry: Had a great time joining u guys today, thx for letting me join to talk klout! Feel free to ping me with other qs


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


12/8: Transitions & Leaving a Community December 9, 2010

The “Community Manager” role as we know it today hasn’t been around very long.  Most of us in our positions have only been in them a short period of time so the idea of leaving one behind wasn’t on the minds of many in the chat today.  However, it’s always good to keep in mind what good protocol would be if you do decide to work elsewhere or for another community and leave your current one.  Wednesday had 308 tweets and 58 participants, all about some of the best thoughts on transitioning.


We were also really lucky to have Chanelle Schneider (@WriterChanelle) as our Guest Co-Moderator today because Kelly was working in LA for the week.  She’s the Founder of the #GenYChat which takes place Wednesdays at 9pm EST.


Bonus: On David Spinks’ blog today, he discusses part of the side conversation we had in the chat on Wednesday.  Do you really like everyone in your community?

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1) Have any of you left a community for another community? Did you train a new cmgr?

jvkautz: No. SM started under my watch and I grew into the role. But I’m a succession-plan thinker so I’m chronicling every detail.

SunnyinSyracuse: I have left a community due to funding cuts, all staff except top execs laid off.

jvkautz: Yeah – our communities are so imbued with our selves that it’d be weird to see them w somebody else.


Q2) Have you searched for a new community mgr position while in one? Where do you look?

digitalmention: Not me! But…when I was looking: Community Roundtable, LinkedIn, Mashable, Jeremiah Owyang site

evanhamilton: Yup. You gotta hit everything, never know where the good stuff is. Craigslist, LinkedIn, CommunityGuy, Web-Strategist.

cochinealred: Search local networks, approach industries you love… something that you can feel comfortable getting deeply involved in.

DanielaBolzmann: Found my current job on Craigslist, but like browsing job postings on Mashable.


Q3. What should the company do and what should you do to announce a transition?

jvkautz: If it’s forced on you, be professional to the end & beyond. Bridges burn for all to see in the SM world.

DavidSpinks: If a community manager did their job well, the community will be tied to the company, not the person.

cochinealred: Company should do no more than post the position on all of their networks… personally I’m not too sure what is required

AndrewVazzano: The words “grinding halt” come to mind. RT @JPedde: If you leave but they don’t hire a new cmgr, what happens?


Q4. Do you continue to engage with the old community once you’ve left?

evanhamilton: Only if it would be awkward if you didn’t. If you use the product a ton, sure. If not, don’t get in the way of the new person.

digitalmention:If building a community is about relationships, then yes! Relationships don’t end just because u move on!

DavidSpinks: If you’ve developed personal relationships, it would be bad form to ignore them when you leave.


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


12/1 – Taking Time Away from the Community

We are all married to our jobs as community managers and that’s part of the fun!  We like being connected and involved with our work, but every so often we like to take breaks, go on vacations, or leave for the holidays.  We had a pretty great discussion Wednesday with 670 tweets and 87 participants, all about some of the best practices when leaving the nest just for a bit.

Bonus: The Community Roundtable posted this about Nutella taking the summer off. 

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1) What’s the time off structure like at your company?

jvkautz: I accrue 2 weeks per year and can’t take ’em before I earn ’em

AskTim: I accrue 1.25 vaca days per month, plus floating holidays, personal days, & our summer day program

JennaLanger: What’s time off? 😉 We’re fairly flexible as long as we stay connected. Setting up shifts for handling support issues

kerimorgret: I’m able to telecommute two days a week.

BrianneVillano: 3 weeks vacation (can roll over 40 hours starting last week in December), 1 flex day, 5 days sick, 10.5 holidays

MikeFraietta: 4 Four weeks should be minimum if you want to keep your staff more than a year. I’ve never had less at 3 startups I worked for.


Q2) How have you handled leaving your community for various stretches of time?

cochinealred: Longest I have left the community for was 5 days. Updated occassionally as I was able.

SueOnTheWeb: How have you handled leaving your community for various stretches of time? – I’m on 24/7 so never experienced that.

muruganpandian: Or you can scale down your participation and also let the community know that you are on vacation.

rhogroupee: Online community is like a small child, you can never really leave it unattended 🙂

BrianneVillano: Planning ahead and then enjoying the time I have off. Disconnecting is a necessity in the age of information overload.


Q3.How do you prepare to take time off? Schedule tweets/posts? Prepare your community for your departure?

JennaLanger: I make a to do list of things I need to take care of before I leave, and things I need to follow up with when I get back

Mitch_M: Blogs are written way in advance,and automatically post to Twitter. Otherwise, just make sure to check in at least once a day

greghollings: We have a handover process which each CM must go through before leaving on holiday. Includes scheduled content

Arrakiv: I work solo on community. Prepare content ahead of time, let the community know I’m off – smaller community though


Q4. So, say you actually do take time *off* & have a backup. Are you still checking? How? What if no wifi or other access?

SueOnTheWeb: Yes gotta love my iphone. Even manage to put out cmty fires whilst sitting on a ski lift 😀

LvM: If you love your company and job, it’s fun to semi-monitor when off. It’s a part of your lifestyle.

ericfoster: I also utilize my members to keep me updated on mood of community while Im away.

aleveland: Usually out of country so probably not checking in much!

luciagia: I usually check at least 1x a day. If I don’t have internet, its not for long. I always seem to find my way to one somehow 🙂


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


11/10 – Handling SEO (Search Engine Optimization) November 14, 2010

SEO.   It’s an art, not a science.   Search engines like Google and Yahoo are looking for specific keywords and that’s who you’re trying to please.  As community managers oftentimes this job lies on us.  We had 418 tweets and 78 participants, which to me, means that a lot of people were listening in for the advice.

We also had a special guest host this week because Kelly was out of town.   We were fortunate to have the great @BlaiseGV step in and do a wonderful job keeping the community managers in line and the conversation strong.   Thanks, Blaise!

Bonus: syracusecs: Choosing the Right SEO Tools http://bit.ly/c7fdgL

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1: Who handles the SEO at your company? What aspects do you focus on as the Cmgr?

AskTim: Our web manager handles SEO for our web site.

blaisegv: Used to have dedicated SEO consultant in last job , but would work closely with him as Community great source of SEO

brightmatrix: Web team manages SEO, but not intensely. We rely on good content writing, keywords, & sound coding to help with search ranking

muruganpandian: Perhaps we should all have SEO in our minds when we create and manage content.

kaleighsimmons: Pre-blog, we outsourced it to another co., but now with a blog, we need to do more in-house, as we write.

tmonhollon: Content is our big SEO focus. It’s an evolving thing as we define internal and external roles

WriterChanelle: Kinda difficult to get it exactly right the first time. I always monitor the keywords I’ve optimized for better oppty

syracusecs: #SEO is tricky and is ever evolving. You need to be checking it regularly and altering what you do. It’s never a 1 time thing

ASQ_Trish: Our web/marketing team handle all SEO. As the cm I don’t get the opp

cusecomm: #SEO is a full time job it feels like!


Q2: How important is SEO to your current strategy? How do you balance engagement with SEO?

SunnyinSyracuse: I was always looking at keywords to up our SEO on all of our online profiles & finding new comm. members. SEO & CMGR go together.

muruganpandian: I look at SEO as the invitation card for users to start the engagement process.

_ANSPAUGH_: I’m in the digital strategy dept at my company, so I’d say it’s very important! All content usually has specific KPIs in mind.

Sybil_B: Very important. If you’re not using the “right” keywords, you can’t find those relevant communities you want to reach


Q3: What have you done to help improve your SEO? What social tools or community platforms do you use?

WriterChanelle: I’ve started teaching myself and participate in chats with knowledgeable folk in #seochat

JPedde: My first order of business is to attack all the Title Bars. Make sure they all say key words. Then put in descriptions

blaisegv: For me, i’ve had great success with forum software as a regular mass generator of highly focussed and SEO-friendsly content.

syracusecs: Spend time researching where people are coming from, what they are searching for and how I can put that into the site.

kaleighsimmons: I did a keyword density search on seobook.com

syracusecs: Tools: Google Analytics/Trends/Webmaster/Keyword Search and Raven SEO Tools. A few smaller ones too

WriterChanelle: More details on WebCEO http://www.webceo.com/how-it-works.htm


Q4: Where can you go to learn more about SEO? Any good resources to recommend?

evanhamilton: SEOmoz, SEOmoz, SEOmoz. They are fantastic. SearchEngineLand is certainly useful too.

syracusecs: Blogs. Everything is constantly changing, books are old news by the time they are printed.

tmonhollon: @Copyblogger has great resources. Also enjoy SEO Copywriting, Search Engine Land, Search Engine Journal, and of course SEOmoz

muruganpandian: 15 Minute SEO List – Learn how to SEO http://t.co/ztQmQnt

greghollings: I’ve heard the ‘Art of SEO’ by O’Reilly is meant to be good but haven’t read it. Anyone read it?

tmonhollon: Some good SEO courses at http://inboundmarketing.com/university

tmonhollon: I think a good strategy covers both paid and organic, so I think PPC and SEO complement each other.

WriterChanelle: Matt Cutts is a must read. http://www.mattcutts.com/blog/


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

If you have any ideas or suggestions for future topics, leave comments or get in touch with either Jenn or Kelly!


11/3 – Metrics & Measurement

Our topic this week was Metrics and in an area that’s always difficult to figure out, this provided a lot of resources and help to make sure we’re all getting closer to figuring out that ROI.   We had 457 tweets from 66 participants and a lot of great info.

Also make sure to follow the @CmgrChat Twitter Account and join the Linked In group as well (Link on the right side of the screen)!


Q1 What are the areas you are attempting to measure for work?

buona_vita: ROI, Site visits, basically all metrics that are possible is accepted some more than others

cochinealred: Subscription rates, local impact for events we host, and engagement levels. Views and comments as well…

WriterChanelle: Success of email campaigns, brand mentions, quality of engagement on SM networks

kaleighsimmons: We’re looking really closely at blog page visits, time spent/bounce rate – and if we’re driving them to other parts of the site.


Q2: What tools do you use to measure those areas, and why?

cochinealred: Google analytics, SWIX, tweetdeck

Mitch_M: Google Analytics, Feedburner & Alexa ranking

Asaulgoldman: Tools we use to measure ROI include bit.ly, twitalyzer, tweetreach, GA. We run reports on all on a weekly basis.

kaleighsimmons: Google Analytics is huge – esp like the heat map feature, so we can see where people are clicking to from the blog

syracusecs: Google Analytics (general web), Raven SEO Tools (seo & social), Feedburner (rss), Clixpy (usability)

HenriettaSung: Google analytics for website traffic, http://www.icerocket for SN measures bit.ly for hit rates, twittercounter for followers

HenriettaSung: Looking into #klout & learning about their klout scores, it does identify what type of tweeter you are & give recommendations

pushingvision: Prelaunch design heatmap tool: http://bit.ly/9wAxFC

WriterChanelle: In addition to GA, I use Socialmention.com, PostRank, the metrics offered in mailchimp and bit.ly stats

mhandy1: @radian6 is an amazingly powerful tool that I use all the time..


Q3. What are you doing with the data that you gather? What do you consider ‘good’ numbers?

buona_vita: Using numbers to improve current strategies, show results positive and negitive

cochinealred: compare to previous performance as well as current marketing campaigns to determine effictiveness

cochinealred: Also using data to write better blog posts, direct readers and visitors to more useful areas of website.

syracusecs: Creating additional reports, looking for large spikes/drops and then trying to find out why they happened.

JPedde: We use the keywords that we see in Google Analytics for future blog posts.

40deuce: data can be used in so many ways. It really depends on what your goals are

Asaulgoldman: At the moment, we don’t archive our SM data. Wouldn’t benefit us. We measure week by week and make improvements that way.

jvkautz: Our ind. relies on referrals – a good marketing metric would show an increase in % of referred clients, with SM leadsource


Q4. How do you translate *metrics* into *action*?

cochinealred: Use the metrics to see trends, respond to what users are searching for – create content based on demand

mhandy1: Make adjustments on flow charts to fix deficiencies/ modify content calendars around engagement trends

Asaulgoldman: See Trends, recognize opportunities: fit the content to the demand, but also guide further demand thru proactive engagement.


Thanks to all who participated! If you would like to see the entire transcript, please click here. Make sure to come back to #cmgrchat every Wednesday from 2-3pm EST for more chats!

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