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Yoeri
Yoeri
Gainsight Employee ⭐️⭐️⭐️
December 21, 2018
release

Content Helpfulness is now available!

  • December 21, 2018
  • 22 replies
  • 1120 views
Content Helpfulness is now available!
As of today Content Helpfulness* is available for your communities. This allows your visitors to vote on the helpfulness of topics in your community, you can decide on which topics they should vote. Read on to learn more.


What is Content helpfulness?

A feature added to topic pages where users can indicate if they found the topic helpful or not. Users can reply by picking an Emoji to indicate whether or not it has helped them. After they voted for a topic they will see a thank you message and will no longer be asked to vote. You have the possibility to show the helpfulness score (= helpful votes/all votes*100) to your users, this will only show the score after at least 5 votes have been submitted.

Where is it shown?

By default it will be shown below the opening post on all articles and topics that have a marked best answer. When the users starts scrolling to read the comments a small bottom bar will appear allowing the user to vote at any given moment.

Where can I see the results?

Votes are directly sent to the topic moderation page in the Control Environment. Topic that have topic helpfulness enabled will have an additional 'Content Helpfulness Performance' panel showing the distribution of votes and the helpfulness score


Next to that Data will be logged to your Google Analytics under Behavior > Events > Top Events. If you click on the event action 'Topic Helpfulness' it will show an overall distribution on the positive, neutral and negative votes. To see which topics are voted for you can set the Primary Dimension to 'Event Action' and the Secondary Dimension to 'Page title' this will show a list of topics and their votes.


Which configuration options are available?

In the Control environment you'll be able to view and change the following options:
  • Change the messaging
  • Toggle on/off to display the Helpfulness Score to your users
  • Change on which content types this feature should appear
Read the How To guid to learn more: How To Configure Content Helpfulness

What's next

We have more improvements planned:
  • Add data to Content Dashboard
  • Ability to toggle on/off this feature on individual topics
  • Improve our search algorithm with the helpfulness score, helpful content will rank better in the search engine
We'll keep you posted on updates here on inSpired

Thank you

A shout out to all pilot customers who helped us shape this feature from the start by giving feedback & spotting bugs @Stéphan Lam@Kat@ErikT@Florian@Hiewwaiy

*We renamed this feature from topic helpfulness to content helpfulness since this functionality may cover all the content types in your platform.

Update I January 16th

We deployed the ability to toggle on/off content helpfulness on individual topics. In the topic moderation page we added a configuration setting where you can determine the visibility:
  • Use default (inherits default setting for this topic type)
  • Enable (will show content helpfulness regardless the default setting)
  • Disable (will hide content helpfulness regardless the default setting)

Update II January 30

We shipped an improvement on the usability of the content helpfulness panel:
  • The panel will no longer appear when the user is scrolling down (and reading). The panel will only appear when the users stops scrolling down and starts scrolling back to the top.

    22 replies

    Show previous replies
    Yoeri
    YoeriAuthor
    Gainsight Employee ⭐️⭐️⭐️
    January 4, 2019
    Superusers are not the intended audience for the question anyway, seeing as they're often the ones providing the answer. They could be excluded by role, the banner could only be displayed for visitors that aren't logged in, or the banner could pop up at the first topic that's visited only.

    Great suggestions
    So if we turn this on, we're stuck with the smiley's you've chosen? I'm pretty sure branding is going to have a fit if we can't change them.

    That is correct. You can configure where and if you want to display them. If branding is a big thing you can disable our content helpfulness solution and inject a third-party solution.
    Group Product Manager, Customer Communities
    Ditte
    Ditte
    Helper ⭐️⭐️
    January 4, 2019

    Superusers are not the intended audience for the question anyway, seeing as they're often the ones providing the answer. They could be excluded by role, the banner could only be displayed for visitors that aren't logged in, or the banner could pop up at the first topic that's visited only.
    Great suggestions

    So if we turn this on, we're stuck with the smiley's you've chosen? I'm pretty sure branding is going to have a fit if we can't change them.
    That is correct. You can configure where and if you want to display them. If branding is a big thing you can disable our content helpfulness solution and inject a third-party solution.

    We're on a platform that InSided is calling "branded templates", so yes, branding is a big thing, and I'll take a wild guess that that isn't exclusive to Sonos 🙂 .
    Currently rocking the Sonos Communities
      Yoeri
      YoeriAuthor
      Gainsight Employee ⭐️⭐️⭐️
      January 4, 2019
      Fair point 😉
      Group Product Manager, Customer Communities
      Florian
      Florian
      Contributor ⭐️⭐️⭐️⭐️
      January 14, 2019
      @Yoeri

      Two quick questions:

      The first just for me to understand: as we were participating in the pilot, in GA the helpful-count goes back to when the pilot was started. In the console, however, the numbers reflect only the votes since the release - correct?

      Example:
      • https://otwo-de.insided.com/mailbox-email-sms-mms-41/sms-zahlungsaufforderung-mit-tan-213263)
      • Total votes console 35,
      • in google 181 upvotes
      The second is more of a question/suggestion:
      • for the above topic I have 181 upvotes
      • Why don't we show that to the users?
      • E.g.


      Cheers,
      Florian
      Yoeri
      YoeriAuthor
      Gainsight Employee ⭐️⭐️⭐️
      January 15, 2019
      Hey Florian,

      in GA the helpful-count goes back to when the pilot was started.

      Correct

      In the console, however, the numbers reflect only the votes since the release - correct?

      Also correct

      We have plans to show the helpfulness score to your end users. This will be a configuration setting that you can show or hide.

      Group Product Manager, Customer Communities
        Florian
        Florian
        Contributor ⭐️⭐️⭐️⭐️
        January 15, 2019


        @Yoeri , thanks for the confirmations!
        And the mock-up looks good 🙂
          Yoeri
          YoeriAuthor
          Gainsight Employee ⭐️⭐️⭐️
          January 16, 2019
          We deployed the ability to toggle on/off content helpfulness on individual topics. It is now possible to enable or disable content helpfulness on individual topics despite the generic setting.


          • Use default (inherits default visibility setting for this topic type)
          • Enable (will show content helpfulness regardless the default setting)
          • Disable (will hide content helpfulness regardless the default setting)
          Group Product Manager, Customer Communities
            Florian
            Florian
            Contributor ⭐️⭐️⭐️⭐️
            January 21, 2019
            People who cast unhappy votes might be dissatisfied with a policy that's being described, while the content itself may be very helpful in providing an answer. People tend not to read, so when they see the emoji they'll just give a knee jerk reaction of how they feel after reading the answer.

            If the goal is simply to gauge people's feelings when reading an answer, then 'content helpfulness' is a misnomer in my opinion. It's rather something like a sentiment measurement.

            I think this could be triggered by how the helpful is currently implemented:
            a) using smileys: while I like their universality, emojis are typically frequently in sentiment gauging analyses, and, as the term "emoji" suggests, they are more about emotion than about objective assessment. Emotions might be the right thing to rate for some type of content, but not for all. So ability for configuration is necessary.
            b) floating: the floating of the "helpful-emojis" somehow creates a feeling of them being detached from the content, i.e. users are more likely to just relate to their overall emotions instead of seeing them in context of the topic. That said, on our previous platform the helpful-voting was clearly associated with a single topic/post.

            In short: I think the helpful-solution is still much in beta and not a ready feature.

            Florian
              Yoeri
              YoeriAuthor
              Gainsight Employee ⭐️⭐️⭐️
              January 30, 2019
              We shipped an improvement on the usability of the content helpfulness panel: The panel will no longer appear when the user is scrolling down (and reading). The panel will only appear when the users stops scrolling down and starts scrolling back to the top (this is often an indicator that the users stopped reading). This improvement should solve the issue with showing the helpfulness panel in combination with your mobile keyboard as well.
              Group Product Manager, Customer Communities
                Florian
                Florian
                Contributor ⭐️⭐️⭐️⭐️
                February 11, 2019
                Hey,

                to provide some more points for discussion - with the update we clearly see a drop in the amount of votes cast. That itself is in line with the expectation that through the reduced exposure, less votes are cast.
                Also it looks like the "neutral" vote looses the most. It could be an indicator that rating is happeining after digesting some content.



                Cheers,
                Florian
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