No one really likes to invest in “good to haves”, so a community team has to be able to point to measurable impact that community is having on a protocol.
Often, the focus lies entirely on engagement as measure of success.
<aside> ✨ Community engagement on its own is not a measure of business value. It won’t tell anything about how community impacted the bottom line.
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Communicating how community engagement is also achieving the protocol’s goals that impact revenue and growth is key. It’s important to keep a balance between measuring community health, engagement and impact.
The 3 levels of community strategy are a simple system for structuring and measuring a Community Strategy.
| 1. Protocol Level | How a community program will drive revenue for the protocol |
|---|---|
| 2. Community Level | How the community will grow and become more healthy and engaged over time |
| 3. Tactical Level | The specific initiatives and improvements that are being worked on in order to build a healthy, engaged community, and achieve the protocol outcomes |
Each of the goals should have measures attached to them to track success.
<aside> ✨ SPACES model = framework for defining what objective community will drive for the protocol
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The model helps to identify and understand the different types of measurable outcomes that are driven by communities. Every community program supports one, but often multiple of the six outcomes.
Support: User Service & Support
The goal is to improve user service and satisfaction, and reduce support costs by empowering community members and users to answer questions and solve problems for each other.
Product: Innovation, feedback & RD
The goal is to accelerate innovation and improve your product offering by creating spaces for community members, users, and contributors to share their feedback and discuss ideas that they’d like to see you apply to your product.