This post is part of a series entitled The Four Pillars of Social Media.  This week’s topics revolve around the fourth & final pillar, Measurement.

Finding where relevant conversations around your brand or company are taking place can be an arduous task.  In order to succeed at finding the conversations when they are still fresh, a mixture of free and paid tools are typically utilized.  While many of these tools are still in their infancy, they generally do a fairly good job at finding conversations that are specific to keywords that you believe are relevant to your brand or company.

There is an additional tool, however, that you already have in place that you’re likely not using to help find relevant conversations.  That tool is your web analytics package.

What Advantages can a Web Analytics Package Provide?

Your web analytics package will obviously function differently than your free or paid social media monitoring tools yet it will still provide valuable information that will allow you to quickly engage in relevant conversations.

One key advantage deals with the type of data your web analytics package reports on.  Rather than looking for keywords that are used on social media sites, your web analytics package will be reporting on visitors being referred from social media sites to your site.

Another advantage of your web analytics package is that it likely is reporting the data in near real time.  That means you can immediately know when a conversation is taking place that’s referring visitors to you site.  With social media monitoring tools, you can look more broadly with the use of keywords, but the freshness of the data that’s returned is reliant on how quickly or slowly the tool finds the conversations.  In some cases it could be hours and in others in could be days or weeks, so augmenting the data from social media monitoring tools with your web analytics data can potentially decrease your response time to relevant conversations.

How can You Find the Relevant Data in Your Web Analytics Package?

In your web analytics package there is an enormous amount of data relating to your sites visitors.  Knowing how to sift through that data to key in on what’s relevant to your needs is a vital step to finding additional relevant conversations in the social media space.

For this post I’ll use Google Analytics as an example, but you could get similar data from any of the leading web analytics providers.

It’s essentially a two step process to get setup correctly.  The first will be creating a custom report and the second will be creating an advanced segment.

Creating the Custom Report

Basically, with a custom report you want to setup a way to find social media sources that are driving visitors to your site and then determine the actual referring path from each of the sources.  This is done by creating a custom report in Google Analytics.

As the dimension you’ll want to use Source and then Referral Path as a sub dimension.  In the metrics area you’ll want to at least add Visits, but you can also add additional metrics that can give you more insights into the visitors being referred.

Once you’ve saved the custom report, it will allow you to spot social media sites that are driving visitors to your site.  You can then click on any of the sources and see URL(s) within the social media site that’s referring the visitors.

As the report currently stands, all sources will be present when looking at the report.  To help you sift through all the sources you’ll complete the second step in the set up process.

Creating the Advanced Segment

Creating the required advanced segment can be done in two ways.  You can create an advanced segment that keys in solely on a defined group of social media sites or you can create an advanced segment that excludes your top non social media referring sites.  I prefer the later since it doesn’t limit the number of social media sites that are included in your advanced segment.

To create the advance segment, simply generate a list of your top referring sources.  Create a new advanced segment and add “Source” as the dimension.  For the condition you want to select “Does not match exactly” and then simply add in the first non social media source as the value.

Continue adding additional sources until you feel enough sources have been excluded to allow you to easily go through what remains and pick out the social media sources.  The result should look similar to below, but likely with additional sources added.

This can also be done using regular expressions in the value field, but for visual sake I’ve broken each source out in a separate OR statement.

Once you’ve completed these steps, you’re ready to combine them.  To do that, drill in to the custom report you created and then select only the new advanced segment.  You’ll now be able to spot the top social media sites that are driving visitors to your site.  Click on any of the sources and you’ll be able to see the actual page they were referred from.

You can then go directly to the page and determine if it’s appropriate to engage in the conversation that’s taking place.

Remember that this is in no way a replacement for a social media monitoring tool, but it can be used to augment what you get from such tools as well as potentially decrease your response time in certain cases.

First a Little About the “Ethics” of Ghost Tweeting….

While at Search Engine Strategies Chicago I was interviewed by Web Pro News about the panel that I spoke on about Social Media and the ethics of “ghost tweeting”.  A lot of people had a lot to say about Guy Kawasaki and his use of Twitter back in March when he was the keynote speaker at SES NYC, most of it was not good in the eyes of the search marketing experts speaking about his keynote.  Granted, some of his tactics could definitely be classified as spammy, but at the end of the day, Guy Kawasaki is a marketer.

That being said, was his “Ghost Tweeting” ethical?  I’m more of the opinion it’s not a question of ethics, its more of a question of disclosure and expectations.  Knowing how busy Guy Kawasaki really is, most people likely wouldn’t have expected him to not be running his Twitter account by himself.  He’s got staff, he’s got help.  The problem with the situation was that he wasn’t disclosing it until Dave Fleet called him out on that fact.  Was his audience in an uproar about it?  Yes, some were, some stopped following, but since the disclosure, he’s gained more followers.

At the end of the day, its about the relationship you want to make with your audience.  Are you forming personal relationships with your audience, do they expect that from you?  Or are you just disseminating information like Guy does with his account?  There’s no real interaction going on, so the expectations are much lower. So what’s ethical, what’s not?  You’re audience is actually the one that will decide.  If you are trying to “trick” them by employing other people to tweet for you in a personal way, it will show through eventually.

And Then About Measuring Your Social Media….

Abby then went on to ask me about Measuring Your Social Media Strategy because Serengeti Communications put on a session about doing just that at SES Chicago.  Measuring has to be a key fundamental part of any Social Media Strategy you implement.  Without measuring how do you know what’s successful and what isn’t working?  What are you wasting your time on or what should you dedicate more resources too?  Along with that is your agency – SEO, PPC, PR or Advertising – selling you a laundry list of social media tactics because they know how to set up those types of things or is it because there’s been significant research done and you are going to be actively engaging with people in those social media channels?

It’s certainly not easy, and there’s no cookie cutter approach!

What is success?  What is failure?

When it comes to social media marketing, unless you have a plan to measure what your are doing how will you know?  There’s a lot to be said about planning your social media strategy, knowing where your audience is, understanding how they talk about you, getting something to go “viral”, accepting the negative with the positive, throwing up social media tactics like darts to a bulls-eye.  It’s subjects we’ve talked about here on Social Conversations, but unless you have a plan to measure what you are doing, you’ll never know if what you are doing is worth the investment you are putting into it.

While there’s a lot of numbers counting, and those numbers can be very subjective, you still need to have a social media measurement plan.  For example, counting the number of Twitter followers you have, isn’t really a great measure if you want to measure the quality of your reach. However if you are just starting up a Twitter account, monitoring and counting how many followers you are attaining on a daily or weekly basis can be decent way of gauging how you are progressing in the beginning.  Once you reach a certain threshold, counting the number of followers can be and overwhelming task to keep up with and weed out the spammers.  It’s the same for counting the number of fans you have, or friends on other social networking sites.  It can be a good “check” but it can’t be the be all end all to your measurement plan.

A social media marketing measurement plan needs to include a lot of checks and balances.  For example, how do you know if the content you are creating is really valuable to your audience?  Do you count the number of retweets you get?  Or is it the number of retweets from those “quality” followers that you’ve predefined on a list.  Maybe it’s the number of times your content has been embedded?  Perhaps the amount of traffic that is being driven to your page, or maybe even adding in how much time on site do the visitors coming into the content are averaging.

Then there’s the whole integration with “offline”, if you have those types of measurement.  Even if you are an online business, you likely still need to track something offline.  How are people hearing about you?  Did someone tell them to come to your Facebook page while they talked on a flight to San Diego?  Maybe they sat next to someone at a Coyotes hockey game and it was suggested they check out your video.  How do you account for and measure those aspects of your social media marketing efforts?

When it comes down to it, if you can’t measure it, you need to ask yourself if you should be really implementing that particular social media tactic?

Putting together a social media measurement plan should be an integral part of your social media strategy.  It makes sure your entire team is on the same page when it comes to what and how things are going to be measured.  It also gives your team the ammunition they need to prove or disprove that something is working to help or harm your brand or company.  How you are measuring is just as important as what you are measuring as well.  This is why it’s important that everyone from the C-Suite executives to your data analytics teams understand what the end goals are and what & how you are measuring to see if your efforts are helping you meet those goals.

At the end of the day do you want to really be answering the question from your CMO “Well why are we still doing this?” with “Well because Oprah’s on Twitter now!” ?

Child With Measuring Book Photo Credit:  Flickr User Goldberg

Archeology Team Measuring Photo Credit:  Flickr User Wessex Archeology

While attending the eMetrics conference in the Washtington, DC area, Google’s Analytics Evangelist, Avinash Kaushik announced a whole slew of new features being applied to Google Analytics.  From my take on it from a social media perspective, this can help companies start to track some of their measurements they were doing manually for measurement in social media.

So what all did Avinash announce?

• Experimental API for Google Website Optimizer
• Unlimited unique user analysis (which also shows as trending)
  • Avinash emphasized it’s “True” unique user data
  • You also can do this by picking unique time frames, you don’t have to “add” all your data together like with other analytics packages
• Advanced Table Filtering – Avinash calls this “In Line Analysis
  • You can choose your segmentation values
• 2 New Behavior Types of Goal Tracking
  • Number of Pages View
  • Time
• Custom Variables
  • Setting up variables such as
    • Comments left on blog
    • Traffic coming in from specific types of sites (such as blogs)
  • You can track things at a visitor, session, page  (visit) level
• Free Mobile Application (Apps) Tracking
• Custom Alerts
  • You want to know about those people coming from blogs – you can be alerted now!
• Intelligence  – New Dashboard Additions
  • Automatic Alerts – these will appear automatically now when you log into GA and see your dashboard.  GA’s algorithm will look for anomalies in your data and alert you to them automatically

Avinash also went on to say that this new intelligence which is giving you a peek into the “unknowns” is only phase one of what Google’s planning to roll out.

So how does this help your social media strategy and measurement?  Well for starters as Avinash pointed out, you can now track comments in Google Analytics by setting up custom variables.  This is something currently you have to manually put into a spreadsheet to keep track of, now it can be easily integrated into your Google Analytics tracking.

The same could be said for monitoring how much traffic you are getting from blogs, or specific types of sites.  The custom alerts allow you to be notified and this could even help you discover unknown sites that are helping to disseminate your content.  There’s a lot between the custom alerts and custom variables that you can put into place to help you measure some of the things you are doing manually now, all within Google Analytics.

Then there’s the mobile app tracking.  To me, this is huge!  Before you’d have to guess someone was using a mobile app by the browser they come in on “iPhone” or “blackberry” being listed.  With this new announcement from Google Analytics, this can  help any company wanting to know how mobile applications are affecting the traffic to their sites.

If you’d like to read more about the specifics of each of these announcements, the Google Analytics blog has detailed information about how each of these new features work.  I highly suggest taking the time to read up on them and implement them into your own measurement strategy for social media.

While this isn’t the be-all end-all way of measuring for social media, these new features that Google is adding to Google Analytics can help take some of that manual counting and heavy lifting off of your plate, if implemented in the correct fashion.  One of the nice things about these new features is that as Avinash put it, you don’t need a “God” to code this stuff for you to have it work, its very easy to implement.

On an off note, wishing a speedy recovery to Avinash!  Hope that arm heals up fast!

Yesterday we launched the first tweet chat aimed at discussion and conversation about social media metrics, both measuring and monitoring.  The focus of the conversation was around “Are Free Monitoring Tools Enough to Measure Your Social Media Efforts”.

There’s a lot of confusion out there about what to mesaure and how to measure it.  People are finding that a mix of free tools, paid tools, home grown tools and spreadsheets can all work together to accomplish their tasks.

We’ve taken the transcript of the #SMMetrics Tweetchat from yesterday and made it into a PDF that you can download and print, or just view.

• #SMMetrics Tweet Chat Transcript 09/09/09

Next week @nathan_linnell (Nathan Linnell) will be heading up the TweetChat and topic will be “What Metrics Are You Using to Track/Monitor Your Social Media Efforts“. To follow or join in the conversations around social media metrics just follow the hashtag #smmetric and include it in your tweets so we’ll see your questions and contributions.

#SMMetrics Tweet Chat is Every Wednesday at 1 p.m. EST.

Last week I had the distinct pleasure of presenting on three panels and at the last minute, the honor of getting to introduce Thursday’s keynote speaker, Charlene Li.  As an avid fan of the book Groundswell which Charlene co-authored this was a real honor to do no matter how last minute it was.

Charlene had a lot of great nuggets of wisdom in her presentation which focused on the How to Prepare for the Future of Search and how social media is affecting it each and every day.  The biggest piece of advice was probably the hardest for any SEO or PPC professional to comprehend; Focus on the Relationship with People, Not the Keywords People Use.

Conversations in Social Media

That was the point of my presentation at Search Engine Strategies as well.  The session “Managing Social Conversations” included myself, Dave Evans of Digital Voodoo, Mike Volpe of Hubspot and Brian Kalma from Zappos.  The whole panel had that focus too, in social media its about the relationships and conversations you are having with your audience that ultimately win the day, not the keywords that drive those conversations.

There were two primary focuses to my presentation, the first was that social media needs a strategy.  That requires a bit of work to create something successful.  Research, defining and measuring all go into strategy – it’s not just tactics like putting up a Facebook page, or starting a Twitter account.  If you don’t have a sound strategy behind doing those tactics, your efforts will most likely fail.

The second focus on my presentation was on measuring and monitoring.  Without measuring and monitoring how does a company know that what they are implementing with their social media strategy is really working?  Unfortunately most companies have been conditioned to relate success to a “click to purchase” ratio.  In social media this type of action rarely happens.  So what’s a company to do?

In Social Media – Measure Something Different!

So what do you measure?  How about interaction, involvement, influence and intimacy?  These are all factors that can be measured and proven to affect the bottom line of a company.  These can be measured and monitored through buzz monitoring tools and web analytics, its just a matter of understanding the data and turning it into actionable data. This is what our new social media white paper: “Social Media Impact: Unicorn or Elephant” is all about, so sign up for it if you are interested in learning more about doing Social Media the right way.

You can take a look at our Social Conversations presentations including the ones from SES SanJose and connect with us on Slide Share.