{"id":1964,"date":"2017-06-19T07:57:45","date_gmt":"2017-06-19T07:57:45","guid":{"rendered":"http:\/\/feverbee.staging.wpengine.com\/superusers\/?p=1964"},"modified":"2017-06-19T07:57:45","modified_gmt":"2017-06-19T07:57:45","slug":"best-practices","status":"publish","type":"post","link":"https:\/\/www.feverbee.com\/superuser\/best-practices\/","title":{"rendered":"Best Practices"},"content":{"rendered":"

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<\/p>\n

Benchmarking best practices<\/h2>\n

<\/p>\n\n\n\n\n\n\n\n\n\n\n
<\/td>\n\n

Bad<\/h3>\n<\/td>\n

\n

Ok<\/h3>\n<\/td>\n

\n

Good<\/h3>\n<\/td>\n

\n

World Class<\/h3>\n<\/td>\n<\/tr>\n

Communication<\/strong><\/td>\n* A complete lack of communication, leaving users confused and unsure what is expected.<\/p>\n

* Ad-hoc communication via the main community platform.\n<\/td>\n

* A private forum or area on the main community platform.<\/p>\n

* Regular unscheduled contact from the program manager.\n<\/td>\n

* A dedicated real-time communication tool (e.g. Slack or Mobilize).<\/p>\n

* Regular scheduled email or on platform communication initiated by program manager.\n<\/td>\n

* Scheduled monthly calls or Skypes with program manager.<\/p>\n

* Dedicated real-time communication tool (e.g. Slack or Mobilize).<\/p>\n

* Annual in person workshops.\n<\/td>\n<\/tr>\n

External Program Documentation<\/strong><\/td>\n – Casual or no formal documentation.<\/p>\n

* Documentation that is difficult to find.\n<\/td>\n

* Documentation around expectations, incentives and a Code of Conduct readily available to members.<\/td>\n* Formal documentation around application processes, selection criteria, time commitments, expectations, incentives, Code of Conduct, and removal policy, available to members in a private forum.<\/td>\n* A central repository of publicly available documentation around application processes, selection criteria, time commitments, expectations, incentives, Code of Conduct, and removal policy.<\/p>\n

* Include revision dates.\n<\/td>\n<\/tr>\n

Member Selection and Application Process<\/strong><\/td>\n* No formal application or nomination process, making it difficult or awkward for potential members to join.<\/p>\n

* Ad-hoc selection based on personal relationships, with no documentation.\n<\/td>\n

* Publicly documented application or nomination process.<\/p>\n

* A list of member traits or requirements.\n<\/td>\n

* Publicly available nomination or application form.<\/p>\n

* Documented process including timeframes and a contact.\n<\/td>\n

* Publicly documented application or nomination process.<\/p>\n

* Accessible form gathering all data required for future planning (including motivations for applying).<\/p>\n

* Timely and ongoing communication with applicants, regardless of outcome.<\/p>\n

* A publicly available description of the selection criteria, including any weighting algorithm (note: not always appropriate if gamification is a concern).\n<\/td>\n<\/tr>\n

Onboarding<\/strong><\/td>\n* An informal process and\/or unreliable communication, leaving new members feeling unsupported and unsure about what tasks or responsibilities they are expected to perform.<\/td>\n* No formal process but clear and regular communication. Members need to take the initiative to ask questions and instigate action.<\/td>\n* A clear induction process including introductions to key staff members, other program members, communication channels and escalation processes.<\/td>\n* A personal call to understand goals and motivations.<\/p>\n

* A welcome pack including training material, style or voice guides, content templates, role descriptions, benchmarks, metrics, KPIs, learnings.<\/p>\n

* Introduction to a buddy or program mentor.<\/p>\n

* An introduction to the wider organisation with direct support channels where appropriate.<\/p>\n

* An early token of respect and appreciation (e.g. implementing feedback, swag).\n<\/td>\n<\/tr>\n

Incentives<\/strong><\/td>\n* Not delivering on promised incentives, resulting dissatisfaction and a breakdown of trust.<\/td>\n* No documented incentives, but an informal process of rewarding members e.g. running competitions for prizes. <\/td>\n* Clearly documented incentives which are tailored to the audience and delivered when promised.<\/td>\n* Incentives which support members to be better at what they want to do (e.g. training in relevant fields, collateral for self-marketing)<\/p>\n

* Incentives which are tailored to the individual member\u2019s needs (e.g. personalised swag).\n<\/td>\n<\/tr>\n

Structure and Roles<\/strong><\/td>\n* An unclear definition of structure, hierarchy or roles, leaving members unsure about responsibilities or the chain of command.<\/td>\n<\/td>\n* A documented hierarchy with differentiated responsibilities (e.g. an engagement specialist, someone tasked with responding to unanswered questions, product testers).<\/td>\n* A structure (either tiered or flat) of roles, taking into account the strengths and motivations of the individual members.<\/p>\n

* A clear job description for each role, outlining responsibilities, and expectations.\n<\/td>\n<\/tr>\n

Resources<\/strong><\/td>\n<\/td>\n* Some dedicated community resource.<\/p>\n

* A small budget for incentives.<\/p>\n

* Access to reporting resources.\n<\/td>\n

* 50% of one community FTE while establishing the program. <\/p>\n

* 10-20% of one community FTE once the program is established.<\/p>\n

* A moderate budget ($100-500 per member annually) for incentives.<\/p>\n

* Access to reporting resources.<\/p>\n

* A private forum or similar communication platform.\n<\/td>\n

* A dedicated member of the community team available at all times (in each geographic region if applicable).<\/p>\n

* A CRM to keep track of members, their abilities, interests, motivations, skills.<\/p>\n

* Financial resources for swag, dedicated software, events, gifts, travel.<\/p>\n

* Access to reporting and technical resources.\n<\/td>\n<\/tr>\n

Metrics<\/strong><\/td>\n* No data collection pertaining to the program, resulting in the inability to communicate program efficacy and assign resource.<\/td>\n* Access to data which anecdotally or indirectly demonstrates the value of the program.<\/td>\n* Readily available data from the user platform and the ability to segment by user group.<\/td>\n* Pre-defined key metrics tied directly to the primary objective\/s of the program.<\/p>\n

* Data pulled from external platforms to support efficacy, if appropriate.\n<\/td>\n<\/tr>\n<\/table>\n

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