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Advisor
Advisor

Criterias for Superusers

Hi,

 

just wanted to ask for some advice/best practice: how do you define a superuser in your community? At what metrics do you look? If you have a superuser program: what are the criteria to be a superuser and get into this program?

 

Looking forward to your comments. Smiley Happy

 

Regards,

Waldemar

7 Replies

Re: Criterias for Superusers

Hi Waldemar,

 

Qualitative metrics like Kudos and Accepted Solutions are a great place to start. You can also look at quantitative metrics (visits, posts) to get a sense of who the most active users are, although the most active may not necessarily be a perfect fit for your formalized program, as anyone can post a lot without saying much of value. Finding the balance of activity and quality is key.

 

Beyond standard metrics, there are a number of attributes that you'll likely want to look for when considering who should be a part of a formalized program:

 

  • Are they an advocate (posting a lot doesn't necessarily mean you like the company/product/service)?
  • Are they well respected in the community?
  • Do they treat their peers with respect?
  • Is this person a leader?
  • Why/what/how do they contribute to the community today?
  • Are they proficient with your products/services (I.E. are they really an expert)?
  • How will they handle the status that comes with being in a program like this?
  • How easy/hard will it be to motivate them to participate in ways that we may want them to participate?

 

There are likely many more factors that are specific to your use case to consider. You'll want to be very thoughtful and deliberate to ensure that you are building a group that fits the needs of the community. I'd recommend starting small with only a handful of users, try some things, learn, and expand as necessary.

 

Hope that helps Smiley Happy

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Honored Contributor
Honored Contributor

Re: Criterias for Superusers

This is a big topic @waldemarhelm, there's a lot of factors to consider.

 

You need to make sure you've got solid metrics in there as @BrianOblinger says. Your super users will be people who post and contribute.

And then there's the others around kudos, solutions and those kind of stats that show how they perform.

 

Other things to consider are their post/message views, are they consuming a lot of content?

Look at their kudos given out as well, are they rewarding and encouraging others to post. These are great signs for how engaged with your community someone is.

 

The other thing to consider is how you want to structure your super user program. Are you putting together a flat program with a single rank/title "Superguy"? Or are you planning on having an assortment of titles and positions in a ranked structure?

 

I'm a fan of rewarding both knowledgable users and the engaged. There's always going to be people who are fans of your product/company who may not be as knowledgable, right alongside those who have a lot of knowledge.

It gives you a place to reward and engage with the people who really feel something and create the community feeling and atmosphere, not just those who can contribute the most.

 

The weekly, monthly and quarterly reviews I do of our community members and their stats hinge around posts made, posts viewed, kudos given, received, solutions received, total page views, time online, logins, board views and tags used.
I measure them individually, the ratio between them (someone who views 500 posts and replies to 16 is contributing more than someone who views 10,000 and replies to 40), and their values compared to the monthly or quarterly average.

 

You'll need to not only assess and reward the behaviours you want to see in your community, but reward the behaviours that lead onto the ones you want too Smiley Happy

 

Community Care Manager
Vodafone Australia
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Honored Contributor Honored Contributor
Honored Contributor

Re: Criterias for Superusers

Hey, 

 

Some great advice form the guys already and not much for me to add other than to say I tend to use metrics as a secondary "Validation step" rather than the trigger for super star status this is mainly because you may have some users who are adding a great deal of value but their contribution levels are lower than others. 

 

I have found that the guys "my team and other super users" are a good starting point to help identify new super users as they are in the community 24/7, you could use this for shortlisting then validate them against key metrics which is what we do.

 

Have you ever considered running a self nomination? If you open it up you could identify users who want to be a super user if they hit the metrics "great" however if they dont you can use the opportunity to help them understand how them doing more may get them in next time around. Ive had mixed results with this method however we almost always end up identifying at atleast one "up and coming" super user who with a little direction and focus has become a more valued member to us. 

 

Good luck. 

Stephen



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Trusted Contributor Trusted Contributor
Trusted Contributor

Re: Criterias for Superusers

Hi @waldemarhelm

Sound advice above.

 

For me the key question is "what do you want your Superusers to do / acheive?"

Then find the people who fit that mould - or who could do with the right direction and encouragement.

 

My Superusers are a mixed bunch - some are very knowledgable, some are very socialable - I can't solely / primarirly judge them (as @Fellsteruk says) on metrics.


Metrics I find useful in two ways:

1. Easily spotting high posting / high kudos / high accepted solution members who you'd otherwise missed - and who to look out for in the future;

2. Confirming the worth to the community of certain influential individuals in the community. Are they really as helpful / liked / ever-present as they appear to be?

 

For me, a lot of it is instinct, but the numbers are great to reinforce decisions.

 

Good luck with your Superuser selection!

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Advisor
Advisor

Re: Criterias for Superusers

Many, many thanks @all! Really great and helpful advice for me! Thank you so much!!
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Trusted Contributor
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Re: Criterias for Superusers

Good Day @waldemarhelm

When I looked at my power users and ranked them for perspective MVP recognition I reviewd many factors.

1.  How often they visit the community each week?

2.  How many discussion do they contribute to?

3.  What do others think of their contributions: likes, kudos, marked correct, etc.

5.  Not a metric, but what is the "tone" of their answers and conversations

Good luck,

Toby

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Advisor
Advisor

Re: Criterias for Superusers

Hi @waldemarhelm

 

Definitelly nothing much to add after the great advice of all others here.

1 small thing to add that I learned in the certification programm from lithium and that kinda struck me with surprise.

Try to add behaviour from outside the community. How does your (to be) superuser behaves besides the online world.

In short, try combining on- and offline behaviour for an ultimate view on your (future) superusers

 

----------------------------------
Kind Regards
Geoffrey
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