This interview with Christie Fidura from Salesforce also goes into what you mention Sarah. Having both, a bit of data and qualitative analysis.
We’re using the stats of conversations created by the community VS the conversations and replies created by the community manager as suggested in Buzzing communities.
And then using data to know if questions are being answered or not recently. As we are just three months since opening these internal platforms, it’s important to keep an eye on what’s going well and what can be improved.
But we’re also aiming at analysing on a case by case, how the community is helping each unit achieve their operational goals, be these upskilling, training, finding guidelines, or co-developing new ones.