2 Replies Latest reply on Jun 30, 2016 10:18 AM by vanessadimauro

    External Community - Metrics for Scaling

    syogarajah

      Does anyone have an equation, or direction, for measuring future growth of your community? We are looking at how many page views will be consumed if we were to add, say, approximately 1k, 5k, and 10k users. What we have right now are the monthly page view reports, and a snapshot of how many customers are in the community.

       

      Any guidance here is greatly appreciated.

       

      lmariani

        • Re: External Community - Metrics for Scaling
          Jennifer Kelley

          Hi Saranya Yogarajah.  Thanks for your question.  I consulted a few other Jivers on our hosting and analytics teams as there are a few different dimensions to answering this.

           

          1. Projecting the number of anticipated page views/user varies widely in external communities, so the most important thing is to baseline your normal, historically, and then look at any strategies you are employing that might alter that in the future.  The variance is based on several factors, chiefly:
            1. Use case - in a pure support community, users may return more occasionally when they need a question answered or to resolve an issue. By contrast, in some affinity-based power user communities, recurring visitation and usage is often much more intensive and as a result average page views/users much higher.  Most of our Jive-x customer engagement communities are a blend of both.
            2. Strategies and techniques (e.g., content/engagement strategy) your organization employs to drive users back more frequently
          2. A good starting point would be to look at the historical set of hosting page view reports in your secure support group and then look at the # of users and # of page views and see if there is a correlation there that you can extrapolate out for future planning. 
          3. I chatted a bit with Todd Moran, our Director of Solution Consulting.  He described the process he used when he was at Schneider Electric for their large-scale Exchange external community: "we landed on an X pageviews/user/month multiplier based on our own historical data as a rough projection of future growth. We then applied a 10% markup and used the resulting figure to socialize among other divisions and business units who expressed interested in pulling in their customer bases into exchange. A "hatchet vs. scalpel" formulation without question, but nevertheless it did provide some basis for our general planning and promotion efforts as various division/BU executive teams sought some understanding of the corresponding financial commitment they'd potentially incur."
          4. Generally in an External Community you are safe to assume incremental increases on your historical data.  The only time you would expect an abrupt change to this is if you are executing a strategy that would either cause a significant influx of new users at the same time (e.g., onboarding a segment of customers you had not previously addressed or invited) or a significant influx of new content likely to appeal to a lot of users (e.g., rolling our a new use case such as for corporate events or migrating blogs or other content from another platform).

           

          I hope that helps!

            • Re: External Community - Metrics for Scaling
              vanessadimauro

              Great answer Jennifer Kelley ! To add to this conversation, recently we did a research study on Community Readiness and Growth and looked at the typical growth patterns of successful communities.  (Jive was one of the study sponsors, Thanks Jive!).  Here is what we found:

              You can download the whole report here: Keys to Community Readiness & Growth | Jive Software

               

              When we (Leader Networks) use our Online Community Scorecard to assess community strengths and opportunities one benchmark we use is that a vibrant community often follows a 6 month doubling curve -meaning that every 6 months the community doubles in size for at least the first few years or until market saturation occurs (tipping point).

               

              Hope this helps and happy to jump on a call to take you through the research report data.

               

              Best

              Vanessa DiMauro