RIP: ROI :: Blog :: Headshift - The Diigo Meta page

• 21 Jan 09
  

  Anne McCrossan

  blog social business management

• 13 Dec 08
  

  Ludwig Höfer

  Enterprise 2.0 _ SM ROI Enterprise 2.0

• 26 Nov 08
  

  Stefan Martens

  social roi metrics

• 05 Nov 08
  

  Fred Cavazza

  enterprise2.0

• 02 Nov 08
  

  Bertrand Duperrin

  Because traditional financial accounting measures like ROI give misleading signals about continuous improvement and innovation, more integrated approaches to performance measurement are needed. An obvious candidate here is Kaplan & Norton's Balanced Scorecard (BSC), which assess performance from the perspectives of (i) staff development/learning (ii) internal processes (iii) customer service and satisfaction and (iv) financial effectiveness, efficiency and cash flow.

  ROI balancedscorecard socialmedia accounting socialsoftware

• 30 Oct 08
  

  Blaise Grimes-Viort

  social business ROI

• 29 Oct 08
  

  Christophe Deschamps
  • 
    
    
    • If we increase the capability of our staff to connect with information, expertise and colleagues and/or clients
    • Then they will be able to improve and innovate our products, services and processes
    • Then the customer will be delighted and customer loyalty will improve, and
    • We will keep/get more business, which has a positive impact on our finances.
  • Adopting an holistic approach to evaluation, based on the multiple BSC perspectives, will highlight a range of behaviours and outcomes which need to be targeted, not just the financial ones. 
  • Early measures may include simple activities like number of pages created or edited, number of posts, comments or views, or number of (different) users contributing content, reduction in email volume and associated time savings (e.g. fewer distracting blanket emails).  However those measures only give part of the picture - they do not indicate why people are doing what they are doing or what the effect of the behaviour is on organisational structure, culture and profitability.  So, as the implementation matures, it would be useful to assess changes (if any) to organisational routines, levels and structure of communications, and workflows, as well as asking people about the attitudes and behaviours behind their activities. 

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