@Toby you're quite right, the system cannot qualitatively assess community replies. The reminder is based on a received response to the topic, and by default worded to ask the question if the response solved the problem, and when it did invite the member to mark it as solved. Its a great option many communities use, but not every feature fits every community 👍
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Thats a great way to encourage adoption of marking solutions @Toby , I love how this practice also gives you chance to call out the peer response.
Do you also use the solutions email reminder?
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Defining the success of a community can be really challenging because different people come to communities for so many different reasons: support, connection, innovation, feedback, validation, learning, helping, and so much more. But it doesn’t have to be complicated for a community manager to know if they are helping: just ask.
Success Rate is one of the most important metrics that almost nobody talks about in Communities. At Khoros, we believe that it is so important that every Khoros community has the ability to customize and deploy Community Experience Surveys to determine their success rate as frequently as possible. We also have benchmarks from hundreds of other communities to help you know if you are on the right track.
One of the best parts about Success Rate is that it can be really easy to improve quickly. Here are a few of the best practices we have seen over the last few years.
The easiest way to help people is to make sure that the content they are looking for exists. Monitor and analyze the most popular discussions to understand what people are looking for - and importantly what they are finding - and turn it into knowledgebase articles to improve findability, and relevancy.
Search analytics also provide great insight into what people are looking for, but possibly one of the most underutilized approaches is to simply ask the community what they need. Such qualitative feedback can inform brainstorming with your team, your super users, or other SMEs at your company to get the content created.
This can be as easy as changing results using a Promoted Search tool, featuring content on threads or community landing pages, or making sure solutions to discussions are being marked as Accepted.
There are also more subtle tools, such as how and where you place the featured content, the top right of the page is often the most impactful, as one of our customers who’s big on design discovered recently after we performed a deep dive, but be sure to understand what works for your audience, and measure and monitor the impact of any changes.
Retiring Old Content
Sometimes old content gets a lot of backlinks and begins to accumulate search ranking - resulting in significant SEO. The problem these days is that like seafood, people expect a certain level of freshness in content. The best way to handle this is with the archival of old content and replacing it with updated, fresh material on the same topic. This way you don’t lose the great traffic, and you don’t deliver disappointing experiences to the searcher.
Optimizing Search & Architecture
Search is the number one activity in every community. And probably on every site everywhere. You probably can’t spend too much time improving your search.
One important, yet misunderstood, fact about search is that it uses architecture (headers, page titles, meta-text, etc.) to help clearly define results. In Khoros Communities, Search Places is a recent feature that highlights areas of the community - like threads, boards, or groups - that closely match keywords in your search. If you are searching your mobile provider’s site for “iPhone 10 issue” for example, a Place search result will not only show specific threads for your issue but also an entire category of posts about the iPhone 10 where you can find the most popular discussions related to that device.
Beyond places, promoted search, and archival, one of the best ways to impact search is with Synonym Search . One of the most frustrating things for a new visitor to a site is trying to use the right terms to describe a problem. Especially in high tech products and software, it can be easy to miss some jargon or acronym that would help you immediately find your problem. This is why it is important to understand the connection between new visitors and expert content through the use of synonyms. For instance, an electrical “fault” is somewhat different to a normal fault, and a novice might struggle to name why their power turned off suddenly. So a savvy community manager could use synonyms to make sure that any search for an “outage” would also pull results for expert posts about “faults.”
How have you improved Success Rate?
We’ve seen customers talk about using SEO/SEM tools to identify broader keyword trends. The same post suggested looking at Accepted Solutions Views to Overall Topics view to understand and add content to topics to help them reach the Accepted Status.
Other key strategies involve personalizing featured content, making recommendations for content in emails after people fill out surveys or sign up for groups.
Are you monitoring your success rate? Do you have any projects underway targeted at improving this key metric?
Get a Tune-Up
If you are interested in an expert consultation or professional services to improve your success rate, reach out to your Success Manager or Account Manager today!
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If there is one certain right now, it's that Covid-19 is affecting all our lives. For many of you it will mean a shift from the office to working from home, and for your customers, it will mean getting in touch with your brand is more challenging than it's ever been.
It's no surprise social channels are feeling the impact, Vodafone recently confirmed it has seen a 50% increase in usage of it's network in several European markets, an increase it expects to continue, meanwhile Facebook and Disney join Netflix, Amazon and YouTube in announcing a temporary downgrade in stream quality to help them handle the demands on their services.
But what is the impact for communities? While community is, by its very nature social, the way we use and rely on community vs. social is uniquely different. As the measurable impact no doubt will increase as users acclimatise to the change in how we work, and engage with each other and brands, it's likely we’ll see a gradual and longer term increase in the demand on the resources available through community. In fact, there are some early indicators to suggest this is already happening, when looking at traffic to our communities, we’re already seeing an unseasonable 13% increase week on week, that equates to an increase of 21% compared to the same period last year.
What does this mean for community owners?
We’re looking at very early insights and time will tell what the long term impact is, but one area we would recommend you focus on right now, without hesitation are your moderation practices. We’ve long said the role of moderation in community is not simply about enforcing the rules, your moderation team play a critical role in supporting users, guiding and steering them to get the most out of the information and expertise within the community, they are often the face of the brand, and with whom your community users engage with daily.
Moderators manage and maintain a healthy relationship among users and with the brand, and right now, everyone involved is under unique pressure and stress that will affect that relationship. So what to do?
Be aware of the potential for an increase in tension, which likely has little to do with your brand or community environment, and instead a result of external factors neither you or your users can control.
Moderate with empathy, and recognise you may need to adjust your normal response to displays of frustration and emotion in the community (ensure any adjustment in expected response is clearly communicated to the team).
Check your documentation, are your community and moderator guidelines up to date? Is your moderation team responding to community issues inline with moderation guidelines? Do they acknowledge any short term change in your approach?
Be consistent, be fair!
Last but not least, it has long been a best practice to ban as a last resort, and this was never truer than today.
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