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I was pondering our metrics earlier this week, and it dawned on me that there isn’t an equivalent “Accepted Solution” moment for Conversations or Ideas to what’s available for Questions. Why this matters…

 

Communities, I believe, benefit from shifting their forums from where people come to get solutions to a more positive narrative. Imagine this - instead of your forum being only (or mostly) filled with questions that other community members answer, it’s full of questions, brainstorm sessions, life updates, photos of puppies and volunteer opportunities. It’s a space where people want to go, because it’s fun, positive and unexpected. Great, right?!?

 

But right now, there isn’t an equivalent to “Accepted Solution” for the other types of posts. So as community forums start to shift, data will show a drastic decrease in the amount of Accepted Solutions in the community. This looks bad on paper, when it’s really a positive for the community (if it’s a representation of more Conversations or Ideas happening). How do we represent these positive metrics, instead of just assuming they’re the result of declining Accepted Solutions? 

 

Perhaps this is a question for a Gainsight employee, but if anyone has a way they’re tackling this, I’d love to hear what you’re doing. Thanks!  

If you had a way to define success, you could track this outcome with moderator tags. Those are easy to filter in moderation view or to use in exports and data via api to create reports and dashboards. 

If you were my CCO and tasked me to deliver this over the next quarter, here’s how I would do it:

  1. Define success: What’s a good, quality response on this open-ended conversation? 
  2. {Moderation Process} ideally there’d be a way for AI to help with this, but even just human moderation at the outset. 
  3. Execution: Highlight + Moderator Tag
    • Highlight high quality replies in the conversation
      • Valuable for other readers of the thread
      • Also a trigger for any automation and/or gamification you want to do around this
      • You could even empower the community to do the highlight with an automation triggered on Flag/Report and then a specific reason you they put in
        • Flag/Report with reason = Highlight
        • Highlight the post
        • Add moderator tag
        • Award points (optional)
    • Add moderator tag when a conversation has 1+ high lights
  4. Custom Reporting based on conversations with this moderator tag added

That’s my response based on current functionality.

But I think your broader point is a great one and an interesting opportunity for the Gainsight team to figure out, especially around AI moderation (or not even moderation, just tracking of quality conversations)

 

cc: ​@Graeme Rycyk 💡☝️

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