Bob MacKie

Five of the six suggested metrics are measures of social media used to push from organizations to people/citizens. Only the last mentions feedback. Social media by definition is about interactions among people and within virtual communities and networks. You can use social media in a uni-directional fashion and measure results (or try to) as though you were advertising or direct mailing but what sets social media apart is multi-directional communication, not just to people/citizens but from people/citizens to organizations and within people/citizens and organizations. The real and unique benefits will come from collaboration/crowdsourcing/community . . . and the fact that all of us know more than any of us. These benefits are not easy to measure but there are likely at least some anecdotal stories out there. I am involved primarily with online association communities and here are some of the benefits that we have seen for busy people.