How can you determine ROI in online communities and social networks? Contrary to popular belief, it’s not impossible. In this free webinar Gary Angel - President of Semphonic, the largest vendor neutral web analytics consultancy in the US, and Scott K Wilder, community and social media expert and formerly manager of Intuit’s Small Business community and social marketing program – will show you how. This webinar will provide practical tools, methods and guidance that you can use to understand where and how your audience spends their time, and how to zero in on the key conversations and the key influencers who are impacting what people think of your organization. We’ll pursue the holy social measurement grail – methods to track leads, sales and more from community and social campaigns. Finally, we will show you how to quantify your success on other sites.

1. How to measure Social Media ROI with Gary Angel and Scott K. Wilder

4. It’s an Art and a Science We will talk mostly about the Science “Can’t manage what you can’t measure”

5. What Community/Social Members rate as top-metrics - Traffic Pattern & Statistics - 75% - Community Member Engagement - 74% - Unique Number of Visitors - 72% - New Member Registration - 70% - Member Satisfaction - 59% - Provide Feedback/Ideation for R&D - 49% - Number of Referrals by Members - 33% - Transition Lurkers into Active Members - 29% - Impact of community on revenue - 27% - Mentions of Organization or Brand on other Community Sites - 27% - Ratio of Comments per Post - 25% - % of Product Forum Posts that receive Answer - 20% - Promotions of Community Members to moderators - 20% - Keywords for Forums and Blogs - 17% - Cost Savings for Customer Service 16% - Ave. # of Customer Service Tickets/Month - 13% - Number of Product Trial Downloads - 12% - Ave. Number of Tech Support tickets/month -11% - Cost Savings for Tech. Support - 11% - Average Time for a response - 10% Source: Forum One – Bill Johnson

10. Your World: Focused Reporting Most of the work in building good reports is getting the RIGHT numbers. Measuring site success for non-Ecommerce Sites takes hard work. The payoff is a truly useful report – the net value of a site to the company.

29. A model for Engagement Source: Ross Mayfield – Ross.Typepad.org