Senior managers want to know the outcomes and revenues resulting from their communications investments.
Too often, however, their communications directors supply only inputs and expenses: press clipping
counts, numbers of ads placed, media costs. In fairness, communications directors try to translate
inputs into intermediate outputs such as reach and frequency (the percentage of target market exposed
to a communication and the number of exposures), recall and recognition scores, persuasion changes,
and cost-per-thousand calculations. Ultimately, behavior-change measures capture the real payoff.