This 2 minute video introduces the Communities dashboard and some of the key metrics you can use to determine the performance of a community.
Communities, sometimes referred to as groups, are the engine room of collaboration. But how do you know if your community is performing?
Start on the Communities dashboard. By default, SWOOP will load a Community that you are a member of. Use the 'Search' box here to search for another one. Put a tick against the one you are interested in. You can select multiple communities if you want to, but if you only want to have a look at a single community then remember to untick the one you don't want. Then click ‘OK’.
Now you can see how many members there are in the community and how many posts, replies and likes, etc. there have been.
Before we look at some of the other metrics, you need to think about what the purpose of your community is. Is it for people to come together to work on a task that requires coordination or to crack a tough problem? Or it is more like a distribution channel for updates? Perhaps it is a Question and Answer forum? Whatever the purpose of your community is, you can use SWOOP to measure its success. However, the metrics do vary.
If your community consists of a smaller team of people who are working together to solve a problem, then you want a very high number of active people - I aim for 100%. But if you have a big community of practice, then a lot of lurkers should be expected and 25% active people is fine.
Same with the two-way relationships measure here. For small teams should be in the 70s or 80s or above, as a high score means that you have a highly cohesive team. However, if you have a broadcasting, or a Q&A community, then a lower score is fully expected.
The Community Health Index – here – provides a more nuanced way of displaying how people have participated over time. If it drops to yellow, then the participation level is at an unhealthy low level.
Another quantitative measure is the Response Rate. If your community is a place where people ask questions, then you need to aim for a high response rate for replies. For Q&A communities that require a fast response time, you probably want those replies to come in within 1 hour or 24 hours. For other communities the response time aspect may not be important. In broadcasting communities you are likely to see that messages get more likes than replies. But if you really are a Community of Practice, and a low reply rate probably isn’t good.
Now let’s look at some of the qualitative measures in SWOOP. Here – you can see what the most engaging posts were, and see how many replies, likes, and the number of unique individuals that participated in that thread. You can even see who the most Influential People were - here. You can use this to identify for informal community leaders.
Finally, here on the Enterprise dashboard, we can scroll down and see the top communities across the entire organisation. Now, is your community one of them?
Thanks for watching, and check out our other videos to learn more about SWOOP.