What data points are sound measures of quality community management? - Jenn Kramer (Question 2 of 2) In two recent Ask Dows articles I've covered some ways to look at the Value of A Community Manager and Measuring the Quality of Collaboration. Jenn asks a great...
How do you measure the quality of collaboration?This is in reference to a community of practice--docs/researchers doing research to establish best practices in their field. - Jenn Kramer (Question 1 of 2) Thanks for your questions Jenn. I've broken them up and will...
What specific metrics can be tracked to demonstrate the value of what community managers are doing? In other words, what are some good methods to show to your client or company that the work you do both online and offline to engage customer communities is valuable to...
Hi Chris, I currently manage 20+ Facebook fan page communities, mainly handling fans' inquiries. I'd like to measure whether my strategy is working. Strangely, though, it seems like the data from Facebook Insights doesn't directly reflect what I'm seeing. How can I...
Over the past few months, I've written about how ratios and averages are great ways to add context to your data. Remember, data should be viewed over time to really understand what's happening and always in the context of how the metrics relate to your community...
In my last article, I introduced the concept of A/B testing for communities and provided an overview of testing basics. David Spinks responded with a great question: how can A/B testing be used specifically to improve user interactions? Although A/B testing started...
If you've been anywhere near a marketing department or advertising team in the last 10 years, you might sigh when I say how brilliantly powerful A/B testing can be. But the truth is, A/B testing can be a huge asset to social communities---particularly when there's a...
Being a data analyst, I sometimes talk with organizations that struggle to use data. I see good research sit on a shelf because it's either overwhelming and businesses can't translate the numbers into action, or they're looking at the wrong numbers. One of the...
Welcome to the third and final article in the series: "Introducing Numbers to the Community". So far we have introduced the idea that data should be based on your specific community goals and themes (part 1). After that, it's helpful to bring the data together and...
This is the second post in the mini-series: Introducing Numbers to the Community. The social data revolution has brought us more data than ever before, and communities can take advantage of data silos to create a brilliantly tailored experience for members. In part 1...