S 2.3: Metrics and Standards
Set, Communicate, and Use Customer Service Metrics and Standards Other Information:
Part of the attractiveness of social media and web-based communications is that they can be statistically measured to determine
numbers, types, and locations of audiences being reached. Part of USAID’s social media strategy involves providing guidance
to USAID users on how to use the measurement tools resident within each technology to better understand audience demographics.
Sample metrics highlighted for use include: country/city of residence, male/female ratio, age groups, and numbers joining/leaving
site. For its internal customers at USAID, the social media team has noted that the introduction of social media to the Agency
is being undertaken in a phased approach. The initial phase has focused on the creation of USAID’s social media intranet site
and the Development Outreach and Communications Survival Manual. The creation of formal guidelines for Agency use of social
media is currently underway.
Indicator(s):
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