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Honored Contributor Honored Contributor
Honored Contributor

Re: Naming: "Community" vs. "Forum"?

Good questions, @debbie. I definitely think the metrics would change if the use of the space would be changing. A support forum is often focused on case deflection, solved topic percentage, solution views, response time. A community can focus on these metrics too, but should also consider growth (whatever that means to you!), liveliness, number of posts, and active users. In the support forum, our projects/goals may be focused on the support team + forum processes, but in the community our projects/goals may be focused on building out a better super user program or creating a better culture. I think merging these two types of spaces does start to pull you in many directions -- cultivating relationships externally and managing workflows internally -- but they can blend together nicely.

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Lili McDonald
Community Operations Manager
@ DataRobot
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Valued Contributor
Valued Contributor

Re: Naming: "Community" vs. "Forum"?

Thanks again, @lilim!  Those were some of the thoughts going through my head as well and you put it into words perfectly 🙂  Those are exactly the KPIs we measure in a support forum, so now I have to frame up what I'd measure for a community that's within the support organization of my company.

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