b'SECTION 06 ENGAGE YOUR MEMBERS Tip 8: ModerationThe kind of metrics you should be looking at include:All open discussions in an Insight Community need moderation.Moderation in a community needs to be The moderators job is to make sureboth proactive and reactive. Proactive that members keep to the rules andmoderation is about followingTop-Up: how many new members areExpulsion: how many members are you standards of behaviour youveconversations, setting a tone in startingyou replacing? Look closely at thelosing due to leaving, prolonged established for the community.them, and stepping in when needed toonboarding and recruitment processinactivity, or rule-breaking? A rise in this enforce rules and standards. Proactivewhere many new members dontmay mean a problem with engagement These standards will vary somewhatmoderation needs to be light touch - thebecome active and engaged.or moderation. by community. Bad behaviour tends tocommunity members should feel the CM be quite rare in an Insight Communityteam are part of the community rather (as people know that ultimately theyllthan an external police force. lose their incentives if they get banned). But basic etiquette is still requiredReactive moderation is when a problem orActivity: How often are members - no personal abuse, no bigoted language,breach is reported by a member. The keylogging into the community? How often no harassment, and in most caseshere is speed of response and consistencyare they contributing? What is the task no profanity.- the quicker you react to an issue andcompletion rate? These all let youSatisfaction: Finally, one of the best resolve it, the more trust members willdetect engagement trends and offerways to measure community health is Its also common to ban off-topichave in your ability to step in in future.warning signs of low engagement. Youto ask the community! Regular conversations (i.e. discussions whichshould also look at how these varysatisfaction surveys not only tell you veer off-course and get onto unrelatedAs we say, most of the time behaviour inacross tasks and (where applicable)how members are feeling, they tell topics). A little off-topic conversation isInsight Communities is good, or at leastsegments - are some segments lessmembers you care about that. harmless and can help build communitywhen compared to the wider online world! engaged than others? bonds - sometimes you might even encourage it, like asking for pet photos as an engagement-building task. Other subjects, like politics, sex and religion, are best avoided entirely unless theres a strong link to the overall community topic.Tip 9: Community health Your CM team and its engagement strategy makes a huge difference in the ROI and So far in this step weve looked mostly atThe best way to deal with communityeffectiveness of your community. Its also what the CM can do to keep individualhealth is regular reporting, which lets you members engaged. But what about theestablish trendlines and spot problemsimportant to get rewards right, so in the next overall health of the community? Howearly. For a long term community, active is it? How many members is itmonthly data pulls are usually enough,section well take a closer look at those. gaining or losing? How many members areand on a good platform the reporting can taking part in tasks?be easily automated. These metrics arent always obvious from looking at individual activity. For instance, a community might respond quickly to some kinds of tasks but slowly to others. Or an apparently busy community might conceal a high churn rate, which makes it more expensive to run.43 | INSIGHT COMMUNITIES 2023 44 | INSIGHT COMMUNITIES 2023'