Hi Daniel,
How do you define a moderator? Depending on the size of a community, a moderator is either filling a very specific function (which can be different depending on the company), or they wear many (many, many) hats.
Best,
Ditte
@Daniel
It´s good to know that you are working on new dashboards. Answering your questions:
1. From 1-5 how important is for community managers to be able to track activity that is SPECIFIC to moderators?
5
2. What is the main purpose of tracking moderator activity?
-
evaluate their performance
-
analyzing if there is something that can be improved (i.e.: this month they only edited 10 topics but last month edited 50. Why?)
-
see some specific trends / discuss new approaches
-
relate their main actions with the evolution of the community
3. What are in your view the 5 most important KPIs on moderator activity?
-
# of topics moved / merged
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# topic update titles
-
# topics marked as questions
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# replies given
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# topics created
ps: all these metrics should be seen per month and per moderator
I am currently tracking all these metrics on Excel:
Hope this helps! Looking forward to hear other KPI that I am possible missing!
@tomasmouton thanks a lot for the input! This is very valuable input for our product team :)
@Ditte don't worry too much about the meta-level definition of "moderator". We know the communities you have worked on, so we know what your specific context is. We would love to know based on that context how you would answer the 3 questions we created.
1. From 1-5 how important is for community managers to be able to track activity that is SPECIFIC to moderators?
5
2. What is the main purpose of tracking moderator activity?
To give insights to moderators of their work and to motivate them.
3. What are in your view the 5 most important KPIs on moderator activity?
NPS and the number of Marked answers, Posts and PMs.
I'd like to be able to send a (Usabilla) NPS-survey triggered by a marked answer. This is very important to us. The other KPI's are already measurable.
Thanks @Jurgen I'll make sure to pass on this information to our product team.
Here goes:
1. From 1-5 how important is for community managers to be able to track activity that is SPECIFIC to moderators?
5
2. What is the main purpose of tracking moderator activity?
Are moderators working towards / meeting the goals set out at the beginning of the performance cycle?
As in, are moderators actively working/helping towards improving the community / business?
3. What are in your view the 5 most important KPIs on moderator activity?
Was the content read/moderated to guidelines within given SLAs?
Did the moderator post a First Reply to the topic within given SLAs?
Did the moderator mark the relevant or proven answer in the thread? (Within SLAs?)
Have the moderator applied post fields to the content?
Did the moderator apply relevant SEO to the topic? (Public tags, Topic title, placed in correct board)
Cheers,
Ditte
Hi!
1. From 1-5 how important is for community managers to be able to track activity that is SPECIFIC to moderators?
2. What is the main purpose of tracking moderator activity?
3. What are in your view the 5 most important KPIs on moderator activity?
Feel free to add any additional comment on the subject that you feel is essential for moderator teams to be effective and to contribute to your community's goals.
Thanks!
5 - As we are focusing on customer support, our moderators work in a customer service environment where output is tracked on all customer contact. Allows us to see that the moderators are performing well as individuals and against their peers. Not so much of a problem for us in a small team now but as we grow and train more people this will become more and more important, for training needs identity as well.
KPI's are the tricky bit. Like
@Ditte we'd need to be able to link community performance to the company goals and what part they have played in this.
Darran
