Don’t Bury Community Success In Monthly Metrics

(Richard Millington) #1

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Visiting a client 3 years ago, the community manager complained about a lack of support. The numbers had been moving in the right direction for months, but still the support was lukewarm. We spoke to her manager. He was surprised to learn the monthly numbers were up. He received the monthly reports (along with monthly reports from several other departments on the same day) but rarely glanced at them. When he did, he couldn’t recall the figures a few hours later. Multiple spreadsheets of numbers will do that to a person. If your metrics aren’t going well, sending metrics in…