Q1 2019 - Community Team Goals & Plans

Hi All -

One of our ambassadors (ahem @anomalia) suggested that we share our community team quarterly objectives with the entire community. I love this idea and hope it can give you all a little more information on what the community management team does both on a day-to-day basis and bigger picture goals.

Note - this is a big picture list. Each item also has many more details within it. However, this is to give you a snap shot of our work.

Goal 1 - Scale program encouraging enthusiastic members and listeners to recruit new users (as measured by benchmarking % of referrals)

KR1 - Set up integrated user referral links with onsite social sharing. And benchmark impact (yes/no)

KR2 - Maintain social media presence - 3 FB posts a week, 3 IG posts a week, 5 Twitter posts a day

KR3 - Leverage Social Soldiers Team to increase referral clicks based on benchmark set by KR1 & increase team to 75 members.

Goal 2 - Measure and start to optimize user satisfaction

KR1 - Ensure community buy-in to added / tweaked existing prompts in product & why they are important. (yes/no)

*Prompts refers to moments in the product where we ask you if you had a positive experience or if you got what you needed from whatever activity you participated in. Goal is to collect more feedback so we can continued to improve product and community needs.

KR2 - Benchmark user satisfaction results & conceptualize up to 3 ways feedback can be Integrated into community programs (yes/no)

Goal 3 - Improve the quality of the user experience / improve chat quality

KR1 - Run up to 5 chat quality experiments aimed at improving chat quality

KR2 - Scale Verified listener program by 20% (as measured by average number of listeners who get verified month over month)

KR3 - Increase participation in the Listener Learning & Journey Community to weekly average of 250 posts & total 14500 subscribers by end of q1

Goal 4 - Maintain & Improve global site safety

KR1 - Global Forum Health stays under 1% on average every week (yes/ no)

KR2 - Global Group Support Health stays under .15% on average every week (yes/ no)

KR3 - 100% of all Listener Flags parsed within 24 hours (yes/ no)

KR4 - Conduct member reports data analysis in collaboration with research team, benchmark member red flags and create plan for managing member reports

Goal 5 - Maintain & improve global community engagement

KR1 - Maintain & improve group support engagement by hitting weekly average of 7 % Active

KR2 - Maintain & improve forum engagement by hitting weekly average of 2.25 % Active

KR3 - 110 group discussions per week in SCs (yes/ no)

KR4 - Create and execute on a community content calendar (yes/ no)

KR5 - Support 3 Peers taking ownership of 1 Subcommunity each (yes/ no)

KR6 - Increase participation in the safety Subcommunity to weekly average of 60 posts per week and 1200 subscribers

Goal 6 - Maintain & improve Subcommunity Development -

KR1 - Merge or rebrand up to 5 Subcommunities

KR2 - Host up to 25 volunteer engagement Meetings every month

KR3 - Grow designated 18 communities to 1.6% percent active weekly in forums & to 5.5% percent active weekly in related chatrooms

KR4 - Add content to deaf & hard of hearing subforum & grow participation to 30 posts per week

Goal 7 - Maintain and improve upon customer support standards

KR1 - 100% of all community Customer support requests are responded to within 24 hours (yes/ no)

KR2 - Continue data tracking using macro tags & report on weekly email trends to the community team (yes/no)

Goal 8 - [Stretch Goal] - Benchmark & work towards Improving Volunteerism by 5%

KR1 - Track volunteer onboarding week over week with goal of building & tracking volunteer participation funnel (yes/ no)

KR2 - (Stretch) Generate comprehensive volunteer insights analysis & recommend 5 community action items & 5 product action items (yes/ no)

KR3 - Work towards improving volunteer retention by 5% by creating up to 5 volunteer training & onboarding videos (yes/ no)

KR4 - (stretch) Trial 1 Ambassador team management tool (yes/ no)

Goal 9 - [Stretch goal] Begin Research Collaboration to better understand community engagement

KR1 - Identify top 5 community research questions

KR2 - Based on research questions determine appropriate measures and variable / threshold activity

KR3 - Support research team with the integration of new wellness measures at identified touch points