Brain Waves Blog

Social listening is changing the way economists talk about sexism and gender bias in the profession, illustrating how insights from online conversations can have massive offline impacts. Similarly, understanding conversations from audiences that your institution serves (e.g., professionals working in the field you’re preparing students for, alumni, or prospective students) can transform your marketing, program development, recruitment, or fundraising strategy.

The 2019 Online Conversation Benchmarks for Higher Education: A Campus Sonar Social Listening Study opens with “[t]he internet is real life,” and continues with a discussion of how institutions of higher education can use the internet to connect with their communities. It goes on to say, “...the reality is that their online presence is a combination of what they say about themselves and what others say about them.” As soon as I read that, I realized the importance of this study. The combination of what institutions say about themselves and what their community says, if we remove the online part, is also known as educational or campus ethos, which is the story, narrative, or mission institutions build around themselves but don't directly control.

I’m teaching a new class dedicated to social listening this semester in the Department of Advertising, Public Relations, and Media Design at the University of Colorado Boulder. Recently I was asked, "Why so narrow of a focus?”

Higher education is currently one of the most competitive industries in the world, generating £95 billion for the UK economy and $1 trillion for the U.S. economy. Analysts at Technavio forecast the global higher education market to grow at a CAGR of more than 12 percent by 2023.

“Geez! I heard you, Mom!”

“Yes, but were you actually listening?”

Ah, this is a conversation some of us may have had with our parents (or kids!). And it’s true. There’s a nuance between “hearing” and “listening.” In communication classes, you may have discussed these differences.

ROI. Everyone likes to ask for it, yet few report it. That’s because it’s hard to quantify both sides of the Return on Investment equation in higher education. The investment should be easy enough: staff time, software, marketing expenses, supplies and materials, vendors/consultants are the most common components of an investment. The return poses more difficulty, as it can take years to materialize (e.g., a major gift, a life-long donor, or an enrolled and retained student). But Campus Sonar and EverTrue are up to the challenge. Let’s talk about the ROI of social listening.