What's the business goal of your role?

The fantastic salary survey sheds some light on what everyone is focused on:

But I'm curious about what business goals you're accountable for (after all, "advocacy" is a pretty broad umbrella).

We have a lot at Reddit due to our size and the size of the Community team (~20), but some of the key ones we focus on are:

Moderator trust score
% well-moderated communities
Product launch sentiment
Turnaround time or median reply time for various operations

What do you focus on?

Discussion (9)

Carter Gibson • Oct 27 '20

This is my favorite question. If I was smart, I'd write a blog post about it...

Internally at Google, we split CM work into three horizontal areas:

Moderation

% of well moderated communities
Content report response time / CSAT

Amplification

Representativeness
Amount of prosocial content

Advocacy

Perceived trust
Views / Engagement with official content

There are more metrics, but that's a short overview.

Evan Hamilton • Oct 27 '20

::chefskiss::

Tessa Kriesel • Oct 27 '20

Product Feedback
Customer Engagement
Retention
Advocacy

Also, trust building in my case. Developers don't exactly LOVE the TwitterAPI and Twitter as a whole, so a giant part of my focus right now is doing anything and everything I can to prove to community members (developers) that they can trust us again and that we want and care about them.

Alex Angel • Oct 27 '20

Trust is so crucial! So hard to gain, so easy to lose. Would love to hear more about how you're going about building trust with a group of folks that are typically quite distrustful of companies.

Tessa Kriesel • Oct 27 '20

I would lovvvvveeeee to share that! Let me start drafting a piece on this and share it here when I'm done. I did start a blog series for Building Trust Model, but I need to write an intro piece to bring it all together so folks understand why/where/how they utilize the technique to build trust.