Can Self-Respect, Dignity, Belonging be measured in a Community?

Has it happened to you? When you work for your clients' communities, you are so focused on metrics that will help them move their business needle. For instance, increasing number of helpful or accepted solutions for a support community means helping them increase the dependence on self-service more and reduce the time per customer to resolve an issue.

But, we have not thought of creating an ecosystem that will eventually but incessantly, be a driving factor to increase accepted solutions (based on the instance shared).

Community is all about users. Your environment should be complementing the journey of your users within your community. Now, one may ask how that is possible.

The image above shows how a user's belonging path looks like. Once a user feels belonged, the community will start seeing the results that will help them move their business needle without any hassle.

Let us dissect the elements like Self-respect, Dignity, Impact and Belonging and see how they can be measured.

Self-Respect: To-Do
a. Establish connect with your users
b. Make sure you end your connect by drawing a feedback from the user

Measuring Self-Respect
a. No of user mentions for help
b. Rank achieved / levels crossed

Dignity: To-do
a. Ensure you value their contribution to the community
b. Reward their contribution / call out their contribution

Measuring Dignity
a. No of features / Top contributor of the week
b. No of times rewarded for top / best posts
c. No of helpful posts contributed/ solutions shared

Impact: To-do
a. Make their posts stand out by pinning the post or by adding it to roundups
b. Invite top users for AMAs

Measuring Impact
a. No of likes/ views received + View
b. No of comments received per user's post
c. No of user posts promoted / pinned within community

Belonging: To-do
a. Make users feel belonged via gamification and leaderboard
b. Make them responsible by unlocking roles and permissions

Measuring Belonging
a. Badges received and rank in the leaderboard
b. Permissions and Roles unlocked

So, now if a user feel belonged and responsible, he/ she would be sharing quality content, directs new users to the right solution, shares solutions that have worked and information that will be helpful for the new users.

With the above attributes, a support community can draw benefits like increasing accepted solutions, increasing helpful posts, increasing peer-to-peer support and quick resolution, as well.

"If you take care of your end users/ community members, you will succeed in achieving your business goals."

Post is inspired from: Jonathan Bacon's Blog post
https://simontomes.blog/how-much-does-the-community-belonging-path-relate-to-your-community