Why are we so obsessed with engagement online?
Because we can be.
My experience has been mostly with news organizations, but I’m sure this is the case with many other businesses. We analyze the number of visitors, the length of their visit, the number of pages and links clicked, the number of people commenting, the number of people retweeting and any other number of “engagement” measurements.
This isn’t necessarily a bad thing. Unless it’s used as an excuse.
Example: Why should I invest precious time and resources into Twitter (or Facebook, etc.) when the number of users on that site is small? Isn’t there only a small reward?
I wasn’t in newsrooms when the Internet was the next big thing, but I’m guessing the fact that “not many people are using that darned Internet thing yet” was a frequent justification for doing nothing to address it.
No, not everyone needs to be tweeting or friending away. There are plenty of reasons not to. But not trying something because it lacks overwhelming audience engagement just seems like a cop-out. As information providers, shouldn’t we be ahead of the curve? And then, I begin to question the original premise.
How did we previously measure engagement? Before the Internet. Before Google Analytics. We looked at newspaper subscription and sales numbers. Did you care if your readers wrote letters to the editor? Did you monitor how many people mentioned articles to their friends? All you really knew was that the paper landed on the driveway. Who knows if it was even read. Did we ever question or fret about engagement? No. Because subscription payments came in and advertisers paid for the opportunity of exposure — not for a guaranteed number of viewers or clicks.
We’ve established a system online (when it comes to the $$) that relies on users interacting with our content and each other on a different level. One they haven’t been conditioned to. For decades, we’ve demanded those users be passive consumers. We wanted them to buy and read, and if they wanted to write a letter now and again we would humor them. But they weren’t allowed any real stake. So don’t throw your hands up and say “but they just aren’t interacting with us online!” You (the institution) probably helped create the problem. Can’t do anything about that except attempt to change it. Excuses don’t = change.
So back to the original issue. No, you can’t expect your Twitter followers to equal the number of households tuning in to your 10 PM newscast. But those viewers are slowly being reprogrammed.
My generation largely lives online. We participate and collaborate frequently thanks to easy tools like Flickr and YouTube. We, and those after us, will adapt more and more tools like these (and Twitter and Facebook) and you WILL have to be there in order to interact with us.
So if you are questioning devoting resources to auxiliary online efforts, I’d ask you to be a little more forward looking. Is this commitment today so financially damaging that the potential future good is irrelevant? If the effort were to fail, if Twitter disappeared, would you really lose so much investment that any gain would be mitigated? Otherwise, I see few excuses not to at least give it a try.
Additional note: If anyone knows of good data on social networking “engagement” metrics, I’d love to see it. This post is a direct result of a lot of questions from news folks about how many viewers are on social networking sites, the degree to which they use them and whether or not they’d like to interact with a news organization on them. I, obviously, have my thoughts but would love to have some data!

I was having a G chat conversation with a friend today when she said (or, rather, wrote) something that that caught my attention. She was getting frustrated with a PowerPoint presentation she was working on because it was consuming her life. She said: “I feel like my life has come down to deciding whether things should be in boxes or arrows.”