Monitoring first posts

[CarolineS]

Hello!

I am trying to figure out how we can keep tabs on posts that are a user's first post. This is based on a great suggestion from Richard Millington's blog about monitoring the response time on first posts and keeping it to 18 hrs or less (the blog post is here: https://www.feverbee.com/18-hour-rule/)

I can't find anything in Community Analytics that will help with this. I also made a test badge rule that lists out everyone who has made at least one post - but it doesn't tell me WHEN that happened, so it's not useful for this use case.

Presumably getting a list of posts posted within a specified timeframe that are people's first post can be done via API, but my coding skills are very rusty. Curious if anyone has solved this problem already or has ideas (or code :-)) for me!

Cheers!

[CarolineS]

Oh, actually, I have an idea for how to do this! We could adjust our "escalation" time limit down to 18 hours (I believe it's currently 24 hrs), and then check who the posters are of any posts that get escalated (check if this is their first post). Our response times are pretty good in general so not that many posts should be escalated / this won't be too onerous. Then, for any posts that are from first-time-posters, push a bit extra to get a response from our support team or VIPs.

I do wish the poster's RANK was shown in the escalation email; that would reduce the amount of checking we'd need to do. Maybe I can figure out how to do this via the email templates.

[RahulHa · Accepted solution]

Hi @CarolineS,

Contribution by User Type (Staff, Super Users, First Time Posters ...) is a widget that is being planned as part of next year's refresh on Community Analytics. The team is working on finalising the requirements on a set of new widgets and a community snapshot view, with this being one of them. 

The team would love to run the plans by you and seek your feedback; adding @SudheeshN & @ManuMo to the thread. 

[SudheeshN]

On top of what @RahulHa mentioned, we are also planning to have a trend chart  for new topic creation by First Time Posters.

@CarolineS  it will be great if we could run the MVP by you and get your feedback.

@ManuMo 

[Claudius]

There is a border case here that won't be captured by just looking at first new topics being created: You could have new community registrants posting a new question in an existing thread. I would still count these as "First posts by new members" which deserve more attention.

[CarolineS]

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@Claudius wrote:

There is a border case here that won't be captured by just looking at first new topics being created: You could have new community registrants posting a new question in an existing thread. I would still count these as "First posts by new members" which deserve more attention.

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RIGHT! Of course. Hardly a border case. Thanks, @Claudius! 

[CarolineS]

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@SudheeshN wrote:

@CarolineS  it will be great if we could run the MVP by you and get your feedback.

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I'd love to take a look! Feel free to shoot me a PM or an email to coordinate.

Cheers!

[karolinalinda]

That's great news!

[TedV]

Hi @CarolineS ,

If you have found one of the answers to be satisfactory, do you mind marking it as an accepted solution?

Thanks!

[karolinalinda]

Hi,

For us, Khoros Care turns out to be a really good place to track first-time posters. This will also catch users that replied to an existing thread.

If this is a part of the Community Analytics as well, we'll be more than happy to use it!

Cheers,

Karolina

[mhock]

This is so exciting to see.  We would love to keep closer tabs on first posts and celebrate them more.

@RahulHa any general timeline of when we might see the rework of analytics released?

[RahulHa]

Hi @mhock New Community Manager Dashboards are currently in development and we are shooting for a Beta in early H2. 

@SudheeshN 

[elbranscomb]

Is it possible to understand whether this was implemented in CA? I would love to be able to track the time between joining and the first post/reply by a member. This would help us understand the average time from passive to active so we can track against it as well as be able to look at the by month joined to see if there were any other influences that might have positively or negatively affect that.

[CarolineS]

Hi @elbranscomb -

I recall seeing a very nice demo of this back when I asked the question, in a snazzy new analytics tool. But I haven't seen any snazzy new analytics tool launch (since Oct of 2020!). My guess is that the Khoros team decided to hold off on new analytics until Aurora.

Sorry I don't have better news! 

- Caroline