Community Strategy Insights

The latest insights on community strategy, technology, and value by FeverBee’s founder, Richard Millington

Why Time To First Response Matters (the 18 hour rule)

Richard Millington
Richard Millington

Founder of FeverBee

We recently looked at a large dataset of several dozen communities to determine if the time to first response influenced the odds of someone participating again.

This is what we found:

After just 18 hours, the likelihood of a member ever participating again drops precipitously.

If you’re looking at a community system today, I’d suggest:

1) Develop a system to flag when a newcomer has made their first post.

2) If the newcomer didn’t get a response within the first few hours, flag the post to the community team or participants of the MVP program.

3) If there still isn’t a response after 18 hours, respond yourself as a priority.

I’d love to see community platforms that could prioritise questions to reply to by attributes like this. But until we have this, it’s worth doing yourself.

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