In an article by Richard Millington on How To Benchmark And Upgrade Your Community Management Team, he identified that the results around community management are often the most surprising. He suggests a number of questions to determine the level of engagement in the community. Here are some of the questions that he asks:
- Do most questions receive a response within 24 hours?
- In a random selection of 10 posts, do you (the community manager) tag in others with expertise to answer questions?
- In a random selection of 10 posts, do you welcome newcomers when they ask their first question?
- In a random selection of 10 posts, do you solicit an update or response to questions?
- In a random selection of 10 posts, do you end the post on a positive or optimistic note?
- Do posts initiated by the community team seem authentic, demonstrating genuine interest in providing the right responses?
- Are subject lines kept to around 80 characters, ensuring they are concise and informative?
By considering these questions and evaluating the responses, you can make a real difference to the level of engagement in your community.