39 Replies Latest reply: Jun 6, 2013 1:51 PM by mark.schwanke RSS

    User Status Points & Badges

    Tom Adam

      We are setting up a new external community and would like to collect your input as to how you have configured Jive.

      What Status levels have you established ? 

      • What are the sugested point levels do you assign for various categories of participation?
      • Wjhat are the badges and the  levels you have assigned for each level?

      The folowing matrixes can be used to provide your input.

       

      ScenarioSuggested  Points
      Posting or responding to discussion.?
      Correctly answered discussion questions.?
      Helpful responses to discussion questions.?
      Creating new documents?
      Creating new blog posts?
      Completing tasks in a project ?
      Creating a new status update

      ?

      User's status was liked?
      User's status update was shared?
      Creating a new video

      ?

       

       

       

      Status Levels TitlePointsBadge Icon
      ???
      ???
      ???
      ???
      ???
      EmployeeBrand Logo/EmployeeBrand Logo





       

      Thanks for your help

        • Re: User Status Points & Badges
          mdcrocker

          Hi,

          The thing to remember is that it should not be about the points.  The points provide a way for you to sort and list folks.  Here is what we have set up.

           

          Posting or responding to discussion.
          Correctly answered discussion questions.
          Helpful responses to discussion questions.
          Creating new documents.
          Creating new blog posts.
          Completing tasks in a project.
          Creating a new status update.
          User's status was liked.
          User's status update shared
          Creating a new video.

           

           

          Here is the Groups we have set up for recognition

          Support Community Champions - special set of external customers and partners that contribute

          NetApp Subject Matter Expert - internal employees conducting Ask the Expert sessions

          Community Guru - internal folks that do not get points for helping

          Employee - internal employees with permission to provide answers and information

           

          Mike

            • Re: User Status Points & Badges
              Claire Flanagan

              Mike, thank you for answering. Actually, NetApp was one of the communities I had wanted a benchmark against for this question (Tom, who posted the question above, is with our team at CSC). Glad to hear your experience.

               

              But I did notice on your external community, you actually do have "tiers" for external members with icons. (i.e. novice, sprinter, Nascar Racer, etc) https://communities.netapp.com/welcome

               

              Can you share more about this?

                • Re: User Status Points & Badges
                  mdcrocker

                  Hi,

                   

                  Yes all three of our community instances  have tiers based on points.   You are seeing the external community which is run by Ian (was run by John Summers).  My community is the NetApp Support Community (hidden behind a login) focused on customer service.  We readjust and move the point levels around as we get more folks contributing.  We wanted to use the plugin Social Leaders<https://community.jivesoftware.com/docs/DOC-9717> by Austen Rustrum<https://community.jivesoftware.com/people/austen.rustrum> to make sure that current items count more than the older ones (we were not able to get it working right).

                   

                  My take is that you want to support intrinsic motivators over external points.  I would recommend not showing the point chart and let the bump up be a surprise.  When I look at the engaged members, I look for the folks that have added the most replies.  Our Support Community focuses on product usage questions, so the people answering the questions are the true stars.

                   

                  Mike

                    • Re: User Status Points & Badges
                      ChrisB

                      Hey Jive Community

                       

                      When you changed your point levels, did it impact on existing point levels?

                       

                      We are looking to change ours, as follows (but want to understand the impact on existing points/levels):

                       

                      Current Levels:

                      ON-Brand Master      3001-unbounded

                      ON-Brand Leader     1001-3000

                      Change Maker          101-1000

                      Stepping Up               21-100

                      Newbie                      0-20

                       

                      Proposing to Change to:

                      ON-Brand Master     5000-Unbounded

                      ON-Brand Leader     1001-5000

                      Change Maker          500-1000

                      Stepping Up             101-500

                      Newbie                     0-100

                      Which means (for example) if a member is currently a Change Maker on 300 points, when we change to the new levels, they would be 'demoted' to Stepping Up' - or would they stay the same? Only new members being impacted?  Any information about the impact of changing our status levels would be appreciated.

                       

                      Chris.

                      Customer Experience Manager (ON-Brand)

                  • Re: User Status Points & Badges
                    Tom Adam

                    Mike,

                    Thanks for the prompt response.

                  • Re: User Status Points & Badges
                    Trisha Liu

                    For our customer community:

                     

                    Posting or responding to discussion.
                    Correctly answered discussion questions.
                    Helpful responses to discussion questions.
                    Creating new documents.
                    Creating new blog posts.
                    Completing tasks in a project.
                    Creating a new video.

                     

                    Can you spot the two activities that we want to encourage the most?

                     

                    Our status level titles are (from low to high):

                    - Getting started

                    - Apprentice

                    - Journeyman

                    - Cyberhero

                    - Super Cyberhero

                     

                    We don't use tiers or special badges.

                     

                    Hope this is helpful!

                      • Re: User Status Points & Badges
                        Claire Flanagan

                        You rock Trisha!!!

                          • Re: User Status Points & Badges
                            Claire Flanagan

                            So curious - what point ranges do you use for each tier? I know conventional thinking is start with smaller / lower ranges for the lower tiers to get folks to 'progress' quickly. But we're trying to make some judgment calls based on what others are doing as well.

                              • Re: User Status Points & Badges
                                mdcrocker

                                Hi,

                                Here are our tiers.  Note I replace the unpleasant term Lurker with the more up beat Explorer

                                Grand Marshal 15001 - Unbounded  
                                F1 racer         11001 - 15000  
                                MotoGP racer 8001 - 11000  
                                NASCAR racer   5001 - 8000  
                                Powerboat racer 3001 - 5000  
                                Kart racer               501 - 3000  
                                Cyclist               101 - 500  
                                Sprinter                  11 - 100
                                Explorer                     0 - 10
                                  • Re: User Status Points & Badges
                                    Claire Flanagan

                                    Awesome Mike! Tom, We need to keep in mind that NetApp is a "support" community. So when customers get engaged there they are also getting real work done, too, with NetApp.

                                      • Re: User Status Points & Badges
                                        John Summers
                                        Grand Marshal15001 - Unbounded /images/status/statusicon-61.gif
                                        F1 racer11001 - 15000 /images/status/statusicon-60.gif
                                        MotoGP Racer8001 - 11000 /images/status/statusicon-59.gif
                                        NASCAR racer5001 - 8000 /images/status/statusicon-58.gif
                                        Powerboat Racer3001 - 5000 /images/status/statusicon-57.gif
                                        Kart Racer1501 - 3000 /images/status/statusicon-56.gif
                                        Cyclist501 - 1500 /images/status/statusicon-55.gif
                                        Sprinter101 - 500 /images/status/statusicon-54.gif
                                        Novice0 - 100 /images/status/statusicon-53.gif
                                        NetApp EmployeeEmployee /images/status/statusicon-63.gif
                                        Hall of FameHall of Fame /images/status/statusicon-65.gif
                                        Featured MemberFeatured Member /images/status/statusicon-62.gif
                                        Community ModeratorCommunity Moderators /images/status/statusicon-64.gif
                                        Community TeamCommunity Team /images/status/statusicon-66.gif

                                         

                                        stslvl.scen.observationAdded.text
                                        stslvl.scen.viewpointAdded.text
                                        Posting or responding to discussion.
                                        Correctly answered discussion questions.
                                        Helpful responses to discussion questions.
                                        Creating new documents.
                                        Creating new blog posts.
                                        Completing tasks in a project.
                                        Create idea
                                        Add comment for idea
                                        Vote an idea
                                        stslvl.scen.photoAdded.text
                                        Creating a new status update.
                                        User's status was liked.
                                        User's status update shared
                                        Creating a new video.
                                          • Re: User Status Points & Badges
                                            Claire Flanagan

                                            Wow John!!!!   I wish I could give you a Gold Star!!!

                                             

                                            Thanks John!

                                              • Re: User Status Points & Badges
                                                Claire Flanagan

                                                Question - What is the "Hall of Fame"? Do you end up take your top tiers and giving them a "Hall of Fame" when their points are too high to level the playing field for the rest?

                                                  • Re: User Status Points & Badges
                                                    John Summers

                                                    I have a customization to allow users to have up to 5 rank icons. the members that are in the Hall are my past featured members. It is way that the top members can keep the recognition of being a featured member, which has is own special icon that user only get for the time they are featured.

                                                     

                                                    I hope that makes sense.

                                                      • Re: User Status Points & Badges
                                                        Claire Flanagan

                                                        Wow! Smart thinking! That makes sense. Jive could learn from you on this.

                                                        • Re: User Status Points & Badges
                                                          Christina Zurcher

                                                          That is smart. We've been considering doing something similar to allow members to collect badges. How complex of a customization was it to allow that?

                                                           

                                                          This is what we've got on our community presently:

                                                          Posting or responding to discussion.
                                                          Correctly answered discussion questions.
                                                          Helpful responses to discussion questions.
                                                          Creating new documents.
                                                          Creating new blog posts.
                                                          Completing tasks in a project.
                                                          Creating a new video.
                                                          Creating a new status update.
                                                          User's status was liked.
                                                          User's status update shared
                                                          Level 105001 - Unbounded /themes/images/badges/tealbadge10.png
                                                          Level 94001 - 5000 /themes/images/badges/hertzbadgegold9.png
                                                          Level 83001 - 4000 /themes/images/badges/teslabadgegold8.png
                                                          Level 72001 - 3000 /themes/images/badges/edisonbadgegold7.png
                                                          Level 61501 - 2000 /themes/images/badges/adabadgesilver6.png
                                                          Level 51001 - 1500 /themes/images/badges/faradaybadgesilver5.png
                                                          Level 4301 - 1000 /themes/images/badges/ohmbadgesilver4.png
                                                          Level 3101 - 300 /themes/images/badges/amperebadge3.png
                                                          Level 251 - 100 /themes/images/badges/voltabadgebronze2.png
                                                          Level 12 - 50 /themes/images/badges/coulombbadgebronze1.png
                                                          PremierFarnellPremier Farnell resources/images/status/statusicon-1000.gif
                                                          e14 Experte14 Experts /themes/images/badges/expertbadge2.png

                                                          Each of our levels is named for a famous engineer

                                                          StatusLevels.png

                                                            • Re: User Status Points & Badges
                                                              Tom Adam

                                                              Christina,

                                                              Thanks for responding.   Do you track metrics on the distribution of your commnutiy?

                                                               

                                                              Tom

                                                                • Re: User Status Points & Badges
                                                                  Christina Zurcher

                                                                  Hi Tom,

                                                                   

                                                                  We're starting to, if by distribution you mean how many or % of members who are in each level. We haven't found a great way to do this other than writing database queries. In fact the marketing department wants us to find a way to find out when a member changes levels so we can send them a congratulatory email with a gift or voucher code or something.

                                                                   

                                                                  Are any of the rest of you on this thread doing stuff like that and if so, what mechanism do you use to track it?

                                                                   

                                                                  We track all other sorts of demographic info on our members regarding what country and language they use/have, how long they've been members, most active members, and we've started a member of the month program as well. I'm passing on some of the other ideas from this thread about a special group/icon for those featured members to our marketing folks.

                                                              • Re: User Status Points & Badges
                                                                Susan Zellmann-Rohrer

                                                                John, like Christine, we're interested in the ability to collect multiple badges and show IDs associated with certification and role.

                                                                • So we want to have employee badges as well as badges for our partners and advisory board members
                                                                • On top of that we'd like to show badges based on point attainment and other 'honors' (Our particular favorite is StackOverflow with highly targeted and engaging badges.)
                                                                • To support this we want the option to 'add in' points for external-to-Jive activities.

                                                                 

                                                                1. Are you doing something similar to these?
                                                                2. What resource/effort has it taken to support your customization?

                                                                 

                                                                Many thanks.

                                                                • Re: User Status Points & Badges
                                                                  Claire Reid

                                                                  Hey John-

                                                                  Can you provide some insight into how you created a customization to allow users to have up to 5 rank icons?

                                                                   

                                                                  Thanks!

                                                                  Claire Reid

                                                            • Re: User Status Points & Badges
                                                              Erin Connors

                                                              hi john - how did you add those extra point fields like creating a new video or commenting?Is that a customization as well?

                                                                • Re: User Status Points & Badges
                                                                  Christina Zurcher

                                                                  There is a plugin called "Social Leaders" available in Jive's Plugin Downloads directory - not created or supported by Jive - that gives you additional activities in the list of things members can do to earn points (among other things). We are using it on our site and that part is working well. The option to allow points to decay over time wasn't working for us (on version 4.7) so we just turned that bit off.

                                                    • Re: User Status Points & Badges
                                                      Amanda Shenon

                                                      It looks like you have a lot of feedback, but I figured I'd add mine too...

                                                       

                                                      Our point levels are lower - we just started that way and haven't changed much.  We used to award more points for blog posts but then people started to use blog posts for project status updates.  The blog count went up a lot for a few people but the meaning of "blog" had changed and we didn't really want to award the same value to that so we change it up a bit.

                                                       

                                                      Posting or responding to discussion.
                                                      Correctly answered discussion questions.
                                                      Helpful responses to discussion questions.
                                                      Creating new documents.
                                                      Creating new blog posts.

                                                       

                                                      We did not want status levels to allude to knowledge or expertise at all.  We wanted them to be more about participation and helping others in the community.

                                                       

                                                      The levels are:

                                                       

                                                      Citizen

                                                      Player

                                                      Champion

                                                      Hero

                                                      Superhero

                                                       

                                                      We have a notion of inviting people to become citizens of our community which is why citizen is the first level. We are also starting a "Guru" program that will be tangential to this with both objective and subjective criteria.  It will be for people who have not only participated in the community themselves but who have also acted as advocates and mini-community managers and actively driven conversations and participation by others in the community.  We have a special badge for this that will live in the community and these people will also get special jackets to wear wtih the Guru logo.

                                                      • Re: User Status Points & Badges
                                                        Laura Kelso

                                                        Related to Jive User Status and Badges, I was wondering if someone from Jive could comment on the status of Nitro for Jive? Can we get a little insight into what Jive will be enabling in the initial release of this?

                                                        Many thanks,

                                                        Laura

                                                        • Re: User Status Points & Badges
                                                          Kate_Mahoney

                                                          Hi Tom,

                                                           

                                                          What I have seen that has worked well in the past, is to create levels based on actions you want people to do in the community. For instance, if you need more content from posts and questions, make it easier to level up if people write more posts/questions. If you have a lot of unanswered questions, adjust the levels so that members can move up if they reply to others' posts. I did this on one community I managed about every few months and saw it help move the needle for things we were looking to improve upon.

                                                           

                                                          Also, one of the best tips I have gotten from another Community Manager was to send people level-up emails before they actually level up. The emails would say something to the degree of "Thank you for being a member in the Community. You are just one question away from moving on to the next level". This will encourage people to take that extra step and do what is needed to reach the next level. It always helps if small prizes are involved on some of the levels as well!

                                                           

                                                          As for the names of the different levels, I find it best to customize them to make them relevant to your community. If you have a lighthearted and fun community, use names that are lighthearted and fun.

                                                           

                                                          Hope this helps!

                                                           

                                                          Kate

                                                          https://www.wellsfargocommunity.com/

                                                          • Re: User Status Points & Badges
                                                            ChrisB

                                                            Hi Everyone

                                                             

                                                            We have just changed our Status Points and added some shiny new Badges - what do you think?

                                                            New Status Icons Aug 2012.png

                                                             

                                                            Chris.