How do you measure the time to solve a question in your community?

(Ernesto Izquierdo) #1

Tonight we’ll have an enterprise social network #ESNchat on Twitter about the efficiency of your social network or community, how fast can your organisation solve a problem or find a solution to a question.

Join us tonight, 02 February at 2pm ET, or 8pm GMT+1(Europe) to discuss the following questions.

  1. How did you define your goals for solving questions?
  2. What are your KPIs in Q&As? Is it the number or percent of questions answered? the average time to get a response? something else?
  3. What tools do you use? How do you use community management to ensure timely responses?
  4. Do you have validation processes for quality control of the answers?

On the same chat we’ll have Rich Millington on 16 February.

If you can’t join us, please comment below how your organisation/community is helping its members solve their questions.

(Sarah Hawk) #2

Discourse provides “Time to First Response” data as part of the native dashboard, which is handy. It also gives percentage change.

(Alexis Brown) #3

Is there a recorded version of this session? Would love to hear what was said!


(Ernesto Izquierdo) #4

Alexis, sorry it took me so long to reply. There was not a recording of an ESNchat, since they happen on Twitter, but here is the link to the blog post I wrote with the outcomes