Author Archives: Stuart G. Hall

About Stuart G. Hall

Making a positive difference one day at a time. #London #Leicester

Facebook, watch this space

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Someone’s tried to set up an account using an email from my domain. I’m now getting friend confirmations based on that account. Hmm, so what does Facebook help centre say on the matter?

I received an account creation email, but I’m already registered.
If you have received a Facebook account confirmation email in error, it’s likely that someone has mistakenly attempted to register using your email address. As long as you do not click the link contained in the email, no action will be taken, and no account will be created.

But here’s the weird part I also have an email confirmation saying ‘Hi…’ your account has been created, even though I didn’t click the create confirmation link (or whatever the tech boys & girls in the back office call this activation event;-)

So just to be on the safe side I clicked on the report link in the email confirmation for the new account. What did I get, but an error. Watch this space?

Sorry, an error has occurred.
We’re working on getting this fixed as soon as we can.

Proving social media ROI

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Thinking about proving ROI for business inspired me to look at this great SlideShare on metrics for online communities:

Metrics and Measuring Success in Online Communities

This nicely shows the range of issues businesses should consider with social media implementation and ROI. But what’s the quick and easy version? I have uploaded this one slide which focuses just on the use of KPIs (key performance indicators) to track value. Obviously the results each need to be owned and actionable. Also I have just used two examples from the four Balanced Scorecard (BSC) perspectives, when you’d need to use all four.

So after deciding your business objectives, group them under the four BSC perspectives, trying to if possible allocate across all four:

1. ‘Financial’

How do we want our shareholders/trustees to see us?


2. ‘Customer’

How do we want our customers to see us?


3. Internal ‘Business processes’

What business processes must we excel at to satisfy our customers, shareholders/trustees?


4. Internal ‘Learning and growth’

How do we sustain our ability to change and improve?

Then set measures and targets against each, both quantitative and qualitative, with a regular review of results set up, and with ownership to enable actions against these to help improve under-performance for example.

This balanced approach to setting up a way of monitoring SME social media effectiveness is my recommendation for demonstrating ROI in the simplest way possible.

The Process Of How KPIs Work