Community Insights: Tracking Responsiveness Within Your Community

Last month I kicked off my community insights blog series. The first topic from the four-part series focused on measuring the health and vitality of your online community. Today, I want to spend some time focusing on topic #2, which highlights how Telligent helps you track how responsive your community is to questions asked and discussions started.

To set the stage, first let’s take a look at the two primary types of forum conversations that Telligent supports: discussions and questions.

Understanding Forum Conversations: Discussions & Questions

Discussions are intended to get feedback and input about a specific topic – this helps to engage the group or community and encourages them to provide their opinions. With discussions, all responses are considered equal and can include threaded conversations with responses given to someone else’s reply.

Questions are asked by people seeking a specific answer (or set of answers), not just responses. Community members can either provide responses to the question (for example, ask for clarification on the question or more details about the problem) or provide suggested answers. The person who originally asked the question has the opportunity to flag one or more of the suggested answers as verified answers. These are typically highlighted as ‘Top Answers’ to help community members find relevant answers quickly.

Tracking Forum Responsiveness

Telligent Analytics provides a comprehensive view of how quickly responses are provided within support forums. Through Telligent Analytics, customer care can monitor key performance metrics such as responses rates and response times for a specific forum or set of forums. Response rate refers to the percentage of discussions/questions that have gotten a response by a specific date – the higher the number the better. Response time refers to the length of time it takes from when the question is asked (or the discussion started) to when the first reply is provided – in this case, the shorter the time, the better.

Let’s take a look at the example below.

From the report illustrated above, you can gather the following insights:

  • Introductions Forum: Community members are doing very well (100%) responding to discussions; however, they could improve on the amount of time it takes to provide these responses. Note that suggested answer and answer metrics are blank because Introduction is a discussion forum, not a Q&A forum.
  • Board Gamers Forum: The community is less responsive; only 60% of the questions have received a response and only 20% have verified answers. However, the answers posted in the forum were provided very quickly.

Reports are configurable and can be sorted by column or viewed for a specific date range. Detailed reporting is available at the forum level and includes 1- 3- and 7-day responses, suggested answers and answer rates. And, you also have the option to view responsiveness for people in certain roles, which means that you can assess performance of employees separately from the community.

    

Over the coming weeks, we’ll be covering two additional types of community insights that we offer in Telligent Analytics – participation and content contribution. So be sure to stay tuned to the Telligent Blog. In the meantime, you can view the documentation on community insights to learn more.