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The Measurement Agenda 2020 - including delegate voting. Moderator David B. Rockland, Ph.D., Partner / CEO Ketchum Pleon Change and Global Research. Seven Principles of PR Measurement. Importance of Goal Setting and Measurement

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The measurement agenda 2020 including delegate voting

The Measurement Agenda 2020- including delegate voting


David B. Rockland, Ph.D., Partner / CEO

Ketchum Pleon Change and Global Research

Seven principles of pr measurement
Seven Principles of PR Measurement

  • Importance of Goal Setting and Measurement

  • Measuring the Effect on Outcomes is Preferred to Measuring Outputs

  • The Effect on Business Results Can and Should Be Measured Where Possible

  • Media Measurement Requires Quantity and Quality

  • AVEs are not the Value of Public Relations

  • Social Media Can and Should be Measured

  • Transparency and Replicability are Paramount to Sound Measurement

Part 1 what the industry believes is important


Biggest challenges to measuring the value of public relations
Biggest Challenges to Measuring the Value of Public Relations

Q1: What are the biggest challenges to measuring the value of public relations?

Most important issues in the next 5 years
Most Important Issues in the Next 5 Years Relations

  • Q2: On a scale of 0 to 10, where 0 is “unimportant” and 10 is “important,” how important is it the following are well understood across the public relations profession in the next five years?

Greatest barriers to adoption of standardized research techniques
Greatest Barriers to Adoption of Standardized Research Techniques

  • Q4: What do you believe are the greatest barriers to the adoption of standardized research techniques for the measurement of public relations?

Current state of pr measurement
Current State of PR Measurement Techniques

  • Q5: How much do you agree or disagree with each of the following statements?

Part 2 how do we get pr professionals to take measurement more seriously


Views from PR’s Professional Organizations

Speakers Techniques

Public relations society of america

Public Relations Society Techniquesof America

Ben Levine

Ketchum Pleon

Prsa s commitment to measurement and evaluation in public relations
PRSA’s Techniques commitment to measurement and evaluation in public relations

  • Entered into a strategic partnership with AMEC

    • PRSA acts as secretariat for AMEC – North American Chapter.

  • PRSA’s measurement task force issued a broad set of recommended measurement standards for a variety public relations tactics and outcomes.

The consultants view

The Consultants’ View Techniques

Richard Houghton

President, ICCO

Consultants and evaluation the challenge
Consultants and evaluation Techniques– the challenge

  • Consultants do want to evaluate, absolutely!

  • But things get in the way...

Consultants and evaluation the challenge1
Consultants and evaluation Techniques– the challenge

  • Budget, budget , budget

  • Evaluation as a competitive differentiator

  • Not all consultants feel equipped for the discussion

  • Lack of agreement on what should be measured

    • “If the client wants AVEs they get AVEs”

  • Lack of consistent methodologies

    • Diverse and simplistic

    • Not comparable with other marketing disciplines’ evaluation methodologies

  • Fear of the results?

What consultancies want to know
What consultancies want to know? Techniques

  • Has the campaign met the objectives?

  • What has worked well and what needs focus?

    • Messages

    • Creative

    • Channels

  • What impact has the campaign had on the ‘business’

  • Does it compare well with other PR campaigns and ideally other marketing campaigns

2020 measurement agenda
2020 Measurement Agenda Techniques

  • A standard approach to evaluation

    • Framework and methodologies

    • Next step on Barcelona Principles path?

  • Quantitative and qualitative

    • Social and ‘traditional’

    • Out put

    • Out come

    • Out take – business impact

    • Valuable accumulation of normative data

  • Developed and endorsed by clients, consultants, and evaluation industry

2020 measurement agenda icco commitment
2020 Measurement Agenda TechniquesICCO Commitment

  • Activities to suit varying demands of 28 member countries

    • Ranging from Africa:Australia:Europe:United States

  • “Bringing the Barcelona Principles to Life”

    • Will be part of newly launched online training service for ICCO members

    • Practical guidance and examples

Consultancy management standard
Consultancy Management Standard Techniques

  • Countries operation Consultancy Management Standard (CMS)

    • 13 currently

  • Evaluation module being developed

    • PRCA (UK) and AMEC initiative

  • Part of a bi-annual audit of consultancy management practice

    • Carried out by independent auditor

  • Available to consultancies

    • In-house teams as well in UK

  • Kite mark denoting evaluation expertise

Institute for public relations ipr measurement commission

Institute for Public Relations & TechniquesIPR Measurement Commission

Donald K. Wright, Ph.D. – Professor, Boston University

Member of Board of Trustees IPR

Past Chair of IPR Measurement Commission

IPR Research Fellow

About the institute for public relations
About the Institute for Public Relations Techniques

  • An independent foundation dedicated to the science beneath the art of public relations™

    • Supporting PR research

    • Mainstreaming this knowledge into practice through PR education

  • Not a membership-based model – supported by program revenues and generous contributions

  • All research and publications are free to the profession, educators and students at

Ipr s focus is on three kinds of research
IPR’s Techniques focus is on three-kinds of research*

  • Research used in public relations

    • To guide and evaluate communications programs

    • In other words, planning research and measurement

  • Research on public relations

    • To understand what we do and how we do it

    • Benchmarking, best practices and the business of public relations

  • Research for public relations

    • Our basic research and social science underpinnings

    • Often borrowed from other fields

      • Props to Dr. James E. Grunig

Taking measurement more seriously
Taking measurement more seriously Techniques

  • Understand the PR/comms mission

    • License to operate

    • Stakeholder relationships

    • Understand the PR measurement mission

    • Better public relations through research

  • Know our customers

    • CCO and senior management

    • CCO and PR unit managers

Taking measurement more seriously1
Taking measurement more seriously Techniques

  • Expanded vision

    • Measurement

    • Evaluation

    • Prescription & direction

  • Measurement and evaluation framework

    • Activities

    • Outputs

    • Outtakes

    • Outcomes

    • Business results

  • Standards, protocols, and best practices

  • Balance strategic and tactical

Planning research and measurement
Planning research and measurement Techniques

Good researchers debate tools,

great researchers debate questions

The valid metrics matrix
The Valid Metrics Matrix Techniques









Biz Result

Questions we are asking our board
Questions Techniques we are asking our Board

  • Does the Grunig model of three kinds of research still provide a valid construct for the profession’s research agenda?

  • How should we balance involvement in basic research vs. benchmarking, planning and measurement research? 

  • What big-picture research topics would you add to the list to help you manage better?

Ipr s potential research topics
IPR’s Techniques potential research topics

  • What changes behavior?

  • How different audiences think, what’s important to them

  • Broader context for social media, what to measure, what it means

  • Restoring reputation against backdrop of loss of trust  

  • What skills/qualifications should influence our hiring

  • Research models enabling us to predict the probability of an outcome

  • The business of public relations

  • Diversity in our business

  • Understanding generational differences

Association for the measurement and evaluation of communications

Association for the Measurement and Evaluation of Communications

Mike DanielsReport International

Chair, AMEC

Measurement s growing
Measurement’s growing Communications

  • 14% growth last year says measurement is becoming more embedded

  • Clients increasingly seeing the need for measurement …

  • Even if they’re not sure what represents best practice

  • AMEC driving credibility

  • Social media key opportunity

  • BUT…

From tactical to strategic
From tactical to strategic Communications

  • Clients demanding way more insight…

  • The market research mantra really works

  • Move beyond data and outputs

  • What worked 15 or 20 years ago isn’t enough now

  • Need to accept that clients demand greater insight

    • Brand

    • Advocacy

    • Reputation

    • Competitor insight

    • Planning/ROI

    • Business/strategy recommendations

Upping our game
Upping our game Communications

  • Outputs by themselves don’t cut it any more

    • Staying with data means staying tactical means lower value

  • Need to move towards business and organisation outcomes

    • Clients will thank (and pay) us for partnering, not simply servicing

  • Demands active acceptance of…

    • Research standards in measurement (no lip service!)

    • Speed of delivery

    • Integration

    • Broader application within the organisation

    • Greater insight

Measurement agenda 2020 the agency imperatives

Measurement Agenda 2020: CommunicationsThe Agency Imperatives

Tim MarkleinPractice Leader, Technology & Analytics, WCGCo-Chair, Measurement Committee, Council of PR Firms

Web: www.prfirms.orgTwitter: @CouncilPRFirms

Cprf leadership commitment
CPRF Leadership Commitment Communications

“Along with the greater share of marketing budgets going to public relations agencies comes pressure to provide greater accountability for the valuefirms provide. We think there is an opportunity to bring even more revenue to member firms if we can build on the measurement standardssome other industry organizations have created as a framework.”

-- Andy Polansky, 2011 CPRF Chair

Cprf measurement committee
CPRF Measurement Committee Communications

  • New measurement committee formed Jan. 2011 to fuel best practices, industry standards, agency adoption

  • Composed of agency research/analytics leaders

  • Engagement workgroup: Developing metrics guide to help agencies weave together earned, owned, shared and paid media for engaging stakeholders

  • ROI workgroup: Developing standard definitions and approaches for measuring public relations ROI and communicating value beyond ROI

Measurement 2020 imperative 1
Measurement 2020: Imperative #1 Communications


At the end


All the time


All the time

Measurement 2020 imperative 2
Measurement 2020: Imperative #2 Communications


Show the impact


Count the eyeballs


All the time

Measurement 2020 imperative 3
Measurement 2020: Imperative #3 Communications


“Results” ≠ ROI

227 Stories ≠ ROI

400K Fans ≠ ROI

ROI = Money In, Money Out

Value of PR > ROI

Value of PR = Tangible + Intangible

Value of PR = Near-Term + Lasting

Part 3 what s missing to put measurement on the map



2020 measurement agenda philips perspective

2020 Measurement Agenda CommunicationsPhilips’ Perspective

André Manning, VP, Global Head External Communications &

Acting Head Global Marketing & Communications

Royal Philips Electronics

Philips measurement system onevoice
Philips’ Measurement System CommunicationsOneVoice

Healthcare & Corporate

Consumer, Lighting & Corporate

Onevoice measurement philosophy
OneVoice Communications Measurement Philosophy



Business Results

  • Are we maintaining, growing or losing presence in the media?

  • Is the press speaking positively or negatively of our products relative to our competitors?

  • Is communications conveying our key brand and product messages?

  • Are we driving awareness of products?

  • Are we driving brand relevance?

  • How is communications impacting brand reputation?

  • Are we maintaining, How does communications impact bottom-line financial results?

How onevoice measures online dashboard
How CommunicationsOneVoice MeasuresOnline Dashboard

Message penetration

Reach and Share of Voice

Product coverage drivers

The measurement agenda 2020 including delegate voting

How CommunicationsOneVoice Measures Facebook Pages Universe

How onevoice measures monthly scorecard
How CommunicationsOneVoice Measures Monthly Scorecard


*Net Promoter Score is the conversion of AMS to a Promoter Score

N/A means no data was available for the month

The measurement agenda 2020 including delegate voting

Net Promoter Score Communications

Where to Focus Communication Efforts?


The measurement agenda 2020 including delegate voting

Purchase Reason Communications

What to Focus Message On -- Business

What i wish we knew
What I Wish We Knew Communications

  • How does reputation drive brand equity?

  • How do we quantify the value of communications on incremental sales?

  • How does a Net Promoter Score in media coverage drive purchase, recommendation, advocacy & consideration?

  • How should social media be measured?

  • How should we evaluate owned media to effectively manage its development?

The measurement agenda 2020 including delegate voting

By Communications2020…

I want answers to

these questions

Charting your course

Charting Your Course Communications


Director, Corporate Communications

Microsoft India

The measurement agenda 2020 including delegate voting

The old Communications


The new

The measurement agenda 2020 including delegate voting

Connecting the dots! Communications

Activities – Output - Outcomes




  • Media Releases

  • Story Pitches

  • PR Campaigns

  • Events

  • Social media

  • Revenue

  • Share

  • Audiences

  • Customers and partners

  • Brand / Perception

  • Top Stories

Improving Quality

  • Measurement

  • Proactive placements

  • Ongoing Reactive

Preventing and managing bad news

Building Relationships

Getting the most out of measurement
Getting the Most out of Measurement Communications.

  • Designed specifically for our

  • needs

  • Insights and ability to make

  • decisions

  • Improves stake holder

  • engagement

  • Rating effectiveness of PR

  • Campaigns – ROI analysis


Road ahead social media
Road ahead/Social media Communications

What s missing
What’s Missing? Communications

What is the true North Star for ideal measurement?

How do outputs and outcomes connect?

What is the right amount of budget to allocate to measurement?

Broadcast measurement?

Social media measurement?

Delegate voting

Delegate voting Communications

The measurement agenda 2020 including delegate voting

  • 89% CommunicationsHow to measure the ROI of public relations

  • 83% Create and adopt global standards for social media measurement

  • 73% Measurement of PR campaigns and programs needs to become an intrinsic part of the PR toolkit

  • 61% Institute a client education program such that clients insist on measurement of outputs, outcomes and business results from PR programs

  • 51% Define approaches that show how corporate reputation builds/creates value

  • 14% Measure how internal and external communications drive employee engagement and supports business goals

  • 12% Create and adopt best-practices approaches and standards for culture change measurement

  • 35% Develop new business-focused language to align with other top management functions

  • 35% Continue to push for the elimination of AVEs and the adoption of valid metrics

  • 36% Determine standard approaches for the inclusion of PR in market mix and other analytical models

  • 28% Determine standard approaches to determine how PR drives brand equity

What happens next
What Happens Next? Communications

  • July 15 – draft agenda to delegates

  • July 30 – comments due

  • August 15 – final agenda