I recently attended an internal communications event. I always enjoy getting the opportunity to meet and hear from other communicators. You’ll always pick something up.
This particular event included a panel with four internal communications practitioners. They each covered a range of topics from what was working best for their organizations, to using social channels with internal audiences.
The moderator’s last question addressed that most notorious of topics for communicators everywhere – measurement.
Here were the responses…
Panelist 1 (PR agency): “Well with our client <name redacted> we’re buying access to employees on Facebook.”
My take: OK. That’s a tactic and many companies are investing in Facebook to engage their employees. But it’s not really measurement….
Panelist 2 (In-house private mid-sized company): “Our company is just too small to measure communications.”
My take: Eh. Your company is too small to measure communications but big enough to pay the salary of a full time communications person? How do you justify your existence if you’re not measuring your work?
Panelist 3 (In-house large national company): “Well we’ve a big team that looks after measurement but I don’t really get involved in it.”
My take: Where do I even start with that? So the company is measuring communications but the communications person never asks to see the results? Oh my….
Panelist 4 (In-house high profile (relatively new) public technology company): “Well our company is all about data. We’re a completely data driven company. But to be honest, I don’t use data to measure internal communications. I know what’s working and what isn’t”
My take: Sorry I can’t even address that one…
I sat there quietly. I’m not sure if I was rocking back and forth in my chair, but I could have been. I was trying to work out how I could respectfully address just how ridiculous, misleading and wrong these answers were.
I did, respectfully.
But here’s the thing. The experience worries me about the communications profession.
How, in the 21st century, can a communicator not measure the impact of their work? How do they get budget? How do they make decisions on the right tools, channels and content to use? Do they stick their finger in the air?
Back in the early 1990s where there was little or no digital tools or channels, we measured communications.
Today, everything is digital. Data is everywhere. It’s not expensive. It’s not complex – unless you consider using a search engine complex. How can you not measure the outputs and outcomes of your communications?
I realize that, on the whole, we communicators aren’t mad about numbers, or data and analysis, but today this is central to your job. Central to understanding the people you’re communicating with. Central to understanding what’s working and what’s not working – where to invest valuable time and resources and where not to invest.
Not measuring communications isn’t a failing or a missed opportunity. Not measuring communications is gross negligence.
If you don’t know about measurement then research it on the web.
Start with Katie Paine or the International Association for Measurement and Evaluation of Communications.
If you want some food for thought listen to this great podcast from the FIR Podcast Network on ROI and measurement.
Measurement isn’t just about justifying your existence, it’s about learning, doing a better job, driving better results. It’s simply a non-negotiable.
Murphy's Law 