The Community Club

Evan Hamilton
Evan Hamilton

Posted on

What's the business goal of your role?

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

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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)

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tessak22 profile image
Tessa Kriesel

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.

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alex profile image
Alex Angel

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.

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tessak22 profile image
Tessa Kriesel

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.

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cartergee profile image
Carter Gibson

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.

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evanhamilton profile image
Evan Hamilton Author

::chefskiss::

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andymci profile image
Andy McIlwain 🇨🇦

All the things? :P

Breaking it down to a few high-level items, though, I'd go with:

  • Do our members feel informed?
  • Do our members feel heard?
  • Do our members feel like our brand is a fit for them?

I have a big ol' table of lead/follow KPIs for community programming, and more metrics for business impact.

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alex profile image
Alex Angel

Love to see some of the goals you're focused on at Reddit these days! I'll admit that things were very fast and loose when I was there 😅

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evanhamilton profile image
Evan Hamilton Author

There have been...a lot of different chapters at Reddit. :)

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mrisdal profile image
Megan Risdal

I'm interested in the % well-moderated communities measure. How is this defined?