Measuring what works in social media

A recent post by Karine Joly, titled Why #highered is NOT there yet with social media marketing, took a skeptical but realistic look at some reported results about the state of social media in higher ed.

Delving into the UMass Dartmouth study on social media adoption in higher education — which shows what most of us assumed anyway: practically every college and university everywhere is using social media in some form — Karine compares some of those findings with the results of a couple of other studies on social media in higher ed. Her analysis suggests that all may not be so hunky dory in our social media world.

Just because survey respondents report that their social media efforts are successful doesn’t necessarily make it so.

Yes, the UMass Dartmouth study reports, “respondents have consistently raved about their [social media] experience, especially Facebook (95% success) and YouTube (92%).” But as the original .eduGuru Kyle James points out in his summary of the study, measurement is sorely lacking. “The only surprising negative,” Kyle wrote, “was that only 68% are listening to what is being said about them online by monitoring the internet for news, conversations or buzz about their institutions.”

How can you declare victory in the social media sphere when you aren’t paying attention to what is being said about your institution there? That is a problem.

KPIs to the rescue

All of this data leads Karine to conclude that there is “a real need to go beyond the ‘social media checklist’ tactic and adopt a more strategic and measurable approach in higher education.” I agree. I suspect many of you do, too, judging from the comments on Karine’s blog post. I know Michelle Sargent does. She nails it with her response to Karine’s post: “The focus needs to be on how this compares with business analytics and KPIs. We need to always be exploring and investigating previous business performance to understand what it is we want to achieve through future strategies.”

KPIs, or “key performance indicators,” are sorely lacking in our business. But we could learn from other sectors and apply their social media KPIs to our efforts.

According to another recent study (there sure are a lot of people studying social media these days), marketers in the tech, media/entertainment, and utilities and banking sectors have their favorite KPIs, many of which would be easy to follow in higher ed. The include some relatively easy KPIs, such as impressions and reach, social media “likes,” and microblogging (Twitter) followers, as well as more challenging or expensive to measure indicators, such as customer satisfaction scores and brand sentiment. Here’s a chart of most used KPIs from those sectors.

kpichart

These KPIs are not necessarily a panacea, but perhaps this could be a place to start.

P.S. – Thanks to @azurecollier for pointing me to the eMarketer study about KPIs.
What KPIs do you use to measure your social media measurement and engagement?

The faculty strike back?

Back in my undergrad days, when Ronald Reagan was president and MTV played music videos, I thought college campuses were for the faculty, of the faculty and by the faculty. Little did I know that I and my classmates were witnessing a paradigm shift in higher education.

Today, the administrators are firmly in charge and the faculty have little say-so in governance.

That’s the view, anyway, expressed by political science professor Benjamin Ginsberg in a fascinating essay in The Scientist.

08_11_FacultyFalloutGinsberg has been in academia for nearly five decades, so he has had a long-term, front-row view of this shift from faculty-centric university to the administrative-run model we have today. Not surprisingly, he takes a dim view of the new order of things.

The “ongoing transfer of power” from the faculty to administrators — as evidenced by the tremendous growth in administrative ranks since the mid-1990s — is a “troubling reality,” Ginsberg writes.

“On the surface,” he writes, “faculty members and administrators seem to share a general understanding of the university and its place in society. If asked to characterize the ‘mission’ of the university, both groups usually agree with the idea that the university is an institution that produces and disseminates knowledge through its teaching, research, and public outreach efforts.”

Beneath the surface, Ginsberg sees the new structure as one that allows administrators to “reward themselves and expand their own ranks” rather than invest in their institutions’ academic mission.

(Incidentally, the professor’s essay is based on his new book, The Fall of the Faculty: The Rise of the All-Administrative University and Why It Matters (affiliate link). The Scientist also provides a true excerpt from the chapter about teaching and doing research at the “all-administrative university.”)

While I take issue with Ginsberg’s cynical view of administrators — hey, what else would you expect from a mid-level marketing administrator like me? — I concede that he is probably half-right on some counts. Yes, the growth of administrators and professional staff has probably added to the cost of education. But the need for these additional staff roles is also a response to the changing marketplace of higher education. (Ginsberg would describe much of that response as “placating” students and their helicopter parents.) On a macro level, the student body is much more diverse today than it was when Ginsberg began his academic career — more diverse, even, than when I was a college student.

I also concede that his perspective is shared by many in academia and might gain currency with a public that is concerned over the rising costs of a college degree. It’s easy to take pot shots at the bloated bureaucracies of just about any campus, especially as tuition costs continue to rise.

It might gain currency, that is, if it were not coming from a college professor.

Let’s face it. College professors like Ginsberg have been the subject of many unfair caricatures long before academia became as administratively burdened as Ginsberg portrays it today. Who among us has never heard someone from outside academia complain about “lazy” faculty members who teach one or two classes a week, write a scholarly article or two a year on some esoteric (read: meaningless) topic, and do nothing of societal significance?

Besides, the public doesn’t distinguish between an executive vice president of academic affairs and an adjunct instructor of English. I doubt the public will sympathize much with a professor complaining about the academic administration.

What I find most interesting about Ginsberg’s essay is how he employs economic terms to describe the difference between faculty and administrative worldviews.

Faculty, Ginsberg writes, hold a “supply-side” view of the academic enterprise. Professors are “more concerned” than their administrative counterparts “with teaching topics they consider important than with placating students and other campus constituencies.”

On the demand side are the administrators, who, Ginsberg writes, “believe that a college curriculum should be heavily influenced, if not completely governed, by the interests and preferences of potential customers — the students, parents, and others who pay the bills.”

My perspective on Ginsberg’s take (disclaimer: I haven’t yet read his book) is that the faculty he describes are more concerned with “teaching for teaching’s sake” while administrators are focused on responding to market forces. But I hesitate to paint with as broad a brush as Ginsberg, because I know many faculty members who are sensitive to market concerns and respond quite well to them, while also managing to balance the demands of scholarship, research and teaching.

In Ginsberg’s view, the academic enterprise must be run either by the faculty (for the better) or the administration (for the worse). But in the real world, the best faculty and administrators are trying to navigate the academic enterprise in a new market-driven world, one in which the enterprise must meet the needs of consumers (students). The alternative will not be pretty.

Maybe Ginsberg wants to incite a faculty uprising against the administration to return the academic enterprise to some former glory, real or imagined, of one in which the professors ran things. But wouldn’t it be better to encourage faculty and administration to band together to meet the new challenges? The survival of higher education may depend on it.

* * *

Related reading:

The Fall of the Faculty — from InsideHigherEd.com