the changing face of media and its impact on communications measurement lst european summit on...
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The changing face of media and its impact on communications measurement
lst European Summiton Measurement
Principles of Measurement
Dr Tom WatsonThe Media SchoolBournemouth University
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Agenda
• Planning and objective setting
• Psychology of communication
• Evaluation structures and levels
• What can be measured
• Basic media evaluation
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Measurement and evaluation in the planning cycle
OBJECTIVE SETTING,MEASUREMENT
AND THEPLANNING CYCLE
STAGE ONEAudit
Where are we now?
Input: Existing research and benchmarks for
measurement
Key
Planning
Measurement
STAGE TWOObjectives
Where do weneed to be?
Overall goalsMeasurable objectives,
messages,timescale by audience
Level 1, output – production of public relations effort, for example messages sentLevel 2, out-take – understanding, retention of messages by publicsLevel 3, outcome – the effects on attitudes, opinions and behaviours
STAGE THREEStrategy and Plan
How do we get there?
What level of measurement?
(1, 2, or 3?)
STAGE FOURMeasurement & Evaluation
Are we getting there?
Measurement:Level 1 (Output)
Level 2 (Out-take)Level 3 (Outcome)
What should we:continue doing?
start doing?adjust?
STAGE FIVEResult
How did we do?
Quantity outcome:Objectives met?
Did we get value?Lessons learned?
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Communications process
Presentation
Attention
Comprehension
Acceptance
Retention
Action - Outcome
McGuire (1984)
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Communication and evaluation
Presentation
Attention
Comprehension
Acceptance
Retention
Action
Output (L1)
Out-take (L2)
Outcome (L3)
Lindenmann 1993
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Levels of evaluation
• Level 1: Output – production of public relations effort; e.g. messages sent
• Level 2: Out-take – understanding, retention of messages by publics
• Level 3: Outcome – the effects on attitudes, opinions and behaviours
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
A new Level
• Outflow is proposed – “the creation of value by building up reputation, stable relations with important stakeholders, room for manouevre and other intangibles”
Zerfass 2005
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
What is evaluation?
• “…any and all research designed to determine the relative effectiveness of a public relations program, strategy, or activity, by measuring the outputs and/or outcomes of that PR program against a predetermined set of objectives.”
Walter Lindenmann
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Why evaluate?
• Answer questions like these:
• Are campaigns having the desired effect?
• Can we change them “in progress”?
• What impact is there on consumer and opinion-leader awareness, understanding, retention, attitude and behavior levels?
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Types of evaluation
• Summative – final impact
• Formative – “in progress” assessment
• Should be integrated into all stages of programs
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
What can be measured?
• Message distribution and reception
• Understanding, favourability and acceptance
• Trends
• Issues management and prediction
• Stakeholder attitudes
• Sponsorship impact
• Success or failure of strategy
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
More on measures
• Media evaluation (Output)
• Audience/target change in attitudes (Out-take)
• Financial/sales measures (Outcome)
• Achievement of objectives (Outcome)
• Quality of relationships (Outflow)
• Reputation factors (Outflow)
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Techniques
• Media metrics and content analysis
• Qualitative tracking of attitudes
• Quantitative data collection
• Multiple-stakeholder analysis for reputation judgements
• Scorecards, dashboards
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Raw material
• Print articles and stories
• Broadcast transcripts
• Online reports
• Blogs, wikis, web forums
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Six steps
1. Define objectives
2. Determine criteria
3. Choose a benchmark
4. Select a measurement tool
5. Compare results to objectives
6. Modify campaign
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Define objectives
Suggestions:
• Increased exposure for name or product
• Wider dissemination of messages
• Educate publics
• Generate leads
• Sell product
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Determine criteria
IMPACT mnemonic
• Influence or tone
• Message communicated
• Prominence
• Audience reached
• Consultant/spokespeople quoted
• Type of article
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Choose a benchmark
Where to start?
• Weekly, monthly or quarterly repetition
• Daily or weekly in a crisis or highly competitive situation
• Create period-on-period comparisons
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Measurement tools
Measuring Output
• Volume of cuttings shows Output
• Content analysis tracks key messages
• Compare cutting content with targets set
• Read for competitor activity and conflict message
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Compare results to objectives
• Compare with objectives
• Are targets being reached?
• Volume does not tell the answer
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Modify campaign
• Use data to modify strategy and tactics
• Aim for weaknesses
• Bolster strengths
• Use competitor or conflict information to create new actions
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The changing face of media and its impact on communications measurement
Basic Principles of Measurement
lst European Summit on Measurement
Final thought
• “PR is concerned with ill-defined problems. It cannot be evaluated by a single method or metric because it does not deal with simple issues …”
• “Likewise, business in general recognises that a simple, single financial measure does not give an accurate reflection of a company’s true worth.”
Gregory & Watson (2008)