New Report Reveals Metrics to Quantify Community Management

A new whitepaper called “Creating Order from CAOS” offers a first of its kind methodology to measure community management results. The proprietary C.A.O.S (Community, Advocacy & Outreach Score) methodology devised by the social-first group SAMY Alliance, offers brands unparalleled insight into how best to deliver effective CM.

“The emphasis put on community management has varied over the years. Right now, there is a newly found interest in fostering that genuine communal feel, as can be seen from our recent Social Media Marketing Trends report. There are many reasons for this resurgence. One is the shared feeling of rising threats and challenges, which make us crave for a sense of belonging. Another is the hunger for all things genuine in an ever-more artificial and automated world. And from a brand-perspective, the increased spend on social channels in general means that there are more and more communities and discussions to leverage to the max”, commented Jari Lähdevuori, executive creative director, Kurio, a SAMY Alliance agency.

The framework quantifies community management from three dimensions. The first of them, Community, covers topics such as “daily community support”, “conversation growth tactics” and “variety of community responses”. The second dimension, Advocacy, looks at questions such as “Are people sharing content featuring the brand?” and “Is UGC being shared by the brand?”. The third dimension Outreach means outreaching to other community pages as well as those commenting on the brand’s content. All of these combined offer a score of 0-50, which helps to rate your own efforts over time and compare those to competitors’.

“For brands, an effective community management strategy is key to standing out in saturated markets“, commented Joe Moring, the author of the report and head of community & partnerships at SHARE Creative, a SAMY Alliance Agency. “Our aim with this report is to help businesses of all shapes and sizes by giving them a holistic view of what is and isn’t working.”

Download the CAOS whitepaper here.