The spreadsheet that goes with the Community 2.0 presentation.

1. Ratings & Reviews
Content Exchange
Importance
3rd Party Sites
Business Needs
(enter HIGH
Webinars
need items
Forums
Videos
here from
Blogs
Ideas
survey)
Website
x Traffic Acquisition 2 3 1 2 2 2 1 1
SEO 2 3 1 3 2 2 1 0
Content Creation- Marketing Materials 0 2 1 2 1 2 3 0
Product Recommendations in browse path 0 1 0 1 0 0 3 1
PR /Brand
Crisis help 1 3 0 3 1 2 0 2
0 1 0 2 1 0 1 1
Detailed product recommendations/case studies
3 3 0 3 3 2 2 2
x Direct communication
Advocate creation 2 2 1 1 1 1 1 1
2 2 0 3 3 3 0 1
Personalize the company
Corp/Exec Branding 0 1 0 3 2 2 0 0
3 2 0 2 1 1 0 0
Campaign feedback
Research and Development
3 3 2 1 1 0 1 1
x Idea generation
Tweaks
Game changing ideas
Prioritization
x 3 2 1 0 0 0 1 1
0 2 0 1 0 0 0 1
Beta testing
Strategic partnering 2 2 1 1 0 0 0 1
0 2 0 1 1 0 1 1
Focus groups
Content Creation- product expansions
0 2 3 0 0 0 0 1
(software)
Support
0 3 1 0 0 0 0 0
x Content creation- support (self help matls)
0 3 2 2 1 1 0 0
Learning Content
0 3 1 2 2 2 0 2
Questions and Answers
Internal Community

2. 2 3 1 2 1 1 0 0
x Improve communication
3 3 2 1 1 1 2 0
Company loyalty
2 3 3 1 2 2 0 0
Knowledge collection or sharing
3 2 1 1 1 1 1 1
Internal research and development
0 2 1 1 1 1 0 0
Improve new employee education
Sales
x Product Recommendations 0 2 0 0 0 0 3 1
x Product use cases 0 2 0 0 0 0 3 1
1 2 1 2 2 2 0 1
Impulse buy opportunity
0 3 0 2 2 2 3 1
Presales questions
1 2 1 3 3 2 1 1
WOM Marketing
Business Readiness
Costs H M M L L L M L
High- Cost of implementation/maintance is >50K 0 0 0 0 0 0 0 0
x Medium- Cost is between 10K-50K -3 0 0 0 0 0 0
Low- Under 10K/Year -5 -3 -3 0 0 0 -3 0
Time/Staffing Levels HH M L MMM L M
High- Headcount intensive 0 0 0 0 0 0 0 0
x Medium- Some full time HC. -3 0 0 0 0 0 0 0
Low- Part time HC can carry -5 -3 0 -3 -3 -3 0 -3
PR/Business Risk H M M M L L M L
High- Very visible success/failure 0 0 0 0 0 0 0 0
Medium- Visible, but can be backed out of -3 0 0 0 0 0 0 0
x Low- give it a shot, little to lose if backed out -5 -3 -3 -3 0 0 -3 0
Customer Web Comfort H M H L M L L M
High- Avid/ sophisticated web users 0 0 0 0 0 0 0 0
x Medium- online with varied abilities -3 0 -3 0 0 0 0 0
Low- little online experience -5 -3 -5 0 -3 0 0 -3

3. Community Maturity H L M L L L M L
High- existing well engaged community 0 0 0 0 0 0 0 0
Medium- existing with some engagement -3 0 0 0 0 0 0 0
Low- little engagement or no community
x -5 0 -3 0 0 0 -3 0
Benefits:
High=3
Medium=2
Low=1
None=0

4. Closed Community
Loyalty Programs
Ideation Sessions
Member Search
Monitoring &
Measures
Live Chats
Calendars
Listening
Profiles
Groups
Wikis
Polls Page Views, Unique Visitors,
0 0 2 1 1 0 2 1 1 0 0
Traffic Sources- referring URLs
0 0 1 0 1 0 1 2 1 0 1
Content Created
0 3 2 3 2 0 1 1 2 1 0
Ratings & Reviews created
1 1 1 2 0 0 1 0 1 0 0
Net Promoter, Sentiment
3 1 1 0 0 0 1 0 0 0 0
0 3 1 3 0 0 0 0 1 0 0
Number of case studies
Posts, responses, company response
1 2 1 0 0 2 2 1 2 3 0
rate and time to answer
Net Promoter, Sentiment
0 2 2 2 0 3 1 0 3 3 0
Posts, responses, company response
0 2 1 1 0 2 3 0 1 1 0
rate and time to answer, views
PR mentions, views, comments
0 2 0 0 0 0 2 0 0 0 0
Comments, campaign success
2 3 2 2 2 0 1 0 1 1 0
measures
Ideas created, votes, number
1 3 1 1 0 3 1 1 1 0 0
implemented, response rate
Votes, Feedback received
1 2 0 1 1 2 1 0 1 0 0
Participation, comments,
0 3 1 2 0 0 0 0 3 3 0
improvements
Engagement, feedback generated
1 2 1 1 0 2 0 1 2 2 0
0 3 1 2 0 2 0 0 3 3 0
Engagement, feedback generated
Volume of content created, quality of
0 2 1 1 0 0 0 0 2 1 0
content, use of content
Content created, content quality,
0 1 2 2 0 0 0 3 2 1 0
content consumption
Content created, content quality,
0 2 1 2 0 1 1 3 2 1 0
content consumption
Questions asked, answered, time to
answer, amount answered by
0 1 2 2 1 0 1 2 2 3 0
community vs company

5. 0 1 2 0 1 0 1 1 3 3 1
Participation- by level of org.
Attrition rates; recommendations of
0 0 1 2 0 1 1 1 0 0 0
new employees.
0 2 2 0 1 2 3 3 2 2 1
Number posts, answered rate, view
rates, participation by org and level
participation; number of ideas
1 2 2 0 1 2 1 0 1 0 0
implemented
content created; views of content;
0 2 3 0 0 1 1 3 2 2 0
ramp time to meeting metrics
R&R created, amount helpful, views
1 2 1 3 0 1 0 0 1 0 0
Use cases created, views
1 3 1 3 0 2 0 0 1 0 0
time to repurchase, purchase
0 0 1 0 0 0 2 1 0 0 0
conversion assists
Questions asked and answered and
views, number answered by
0 0 2 1 0 0 2 1 2 2 0
community, time to answer
Capture referrals from other
0 0 0 1 1 0 2 1 2 2 0
customers
L H M H L M MM L L L
0 0 0 0 0 0 0 0 0 0 0
0 -3 0 -3 0 0 0 0 0 0 0
0 -5 -3 -5 0 -3 -3 -3 0 0 0
L H M H L M H H L L L
0 0 0 0 0 0 0 0 0 0 0
0 -3 0 -3 0 0 -3 -3 0 0 0
0 -5 -3 -5 0 -3 -5 -5 0 0 0
L L M H L M L M L L L
0 0 0 0 0 0 0 0 0 0 0
0 0 0 -3 0 0 0 0 0 0 0
0 0 -3 -5 0 -3 0 -3 0 0 0
L H M H L M M H M L L
0 0 0 0 0 0 0 0 0 0 0
0 -3 0 -3 0 0 0 -3 0 0 0
0 -5 -3 -5 0 -3 -3 -5 -3 0 0

6. L M H H L H L H M L L
0 0 0 0 0 0 0 0 0 0 0
0 0 -3 -3 0 -3 0 -3 0 0 0
0 -3 -5 -5 0 -5 0 -5 -3 0 0

7. Business Impact
Brand awareness, sales leads
Brand awareness, sales leads
Reduced staffing
Improves online conversion
PR tone improvement
Improve Conversion
Build brand, participate in online
brand discussions
PR tone improvement
Build brand, participate in online
brand discussions
Builds a personal brand for execs.
More effective marketing campaigns.
Reduce R&D staff/cost
Better products
Better products, reduced support
costs, smoother launch, better
marketing
Strategic advantage
Improved products, marketing
campaigns, websites, etc.
Reduced development costs,
improved product
Reduces support costs, reduce
content creation costs
Engaging target customers, education
on your business
Reduces support costs, reduce
content creation costs

8. More cohesive decision making,
better communication across large
geographies, and across time zones.
Decrease cost of hiring and retraining.
Higher employee satisfaction.
Reduces loss of knowledge with staff
turnover; improved sharing of
knowledge with all regions.
Decreased ramp time.
improved products; employee buy in
to new features
Faster time to ramp to new position;
faster immersion into corporate
culture
Improve Conversion
Improve Conversion
Reduced time to repurchase, bring
customers back to the website,
educate customers on products
Increase conversion
Brand, conversion

10. Business Needs
Ratings &
Webinars
Exchange
Reviews
Content
Forums
Videos
Blogs
Ideas
Importance
Website
x Traffic Acquisition 2 3 1 2 2 2 1
0 SEO 0 0 0 0 0 0 0
Content Creation- Marketing 0 0 0 0 0 0 0
0 Product Recommendations in browse path 0 0 0 0 0 0 0
PR /Brand 0 0 0 0 0 0 0
Crisis help 0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 Detailed product recommendations/case studies
x Direct communication 3 3 0 3 3 2 2
0 Advocate creation 0 0 0 0 0 0 0
0 Personalize the company 0 0 0 0 0 0 0
0 Corp/Exec Branding 0 0 0 0 0 0 0
0 Campaign feedback 0 0 0 0 0 0 0
0 Research and Development 0 0 0 0 0 0 0
x Idea generation 3 3 2 1 1 0 1
0 Tweaks 0 0 0 0 0 0 0
0 Game changing ideas 0 0 0 0 0 0 0
x Prioritization 3 2 1 0 0 0 1
0 Beta testing 0 0 0 0 0 0 0
0 Strategic partnering 0 0 0 0 0 0 0
0 Focus groups 0 0 0 0 0 0 0
Content Creation- product expansions
0 0 0 0 0 0 0
0 (software)
Support 0 0 0 0 0 0 0
x Content creation- support (self help matls) 0 3 1 0 0 0 0
0 Learning Content 0 0 0 0 0 0 0
Questions and Answers 0 0 0 0 0 0 0
0 Internal Community 0 0 0 0 0 0 0
x Improve communication 2 3 1 2 1 1 0
0 Company loyalty 0 0 0 0 0 0 0
Knowledge collection or sharing 0 0 0 0 0 0 0
Internal research and development 0 0 0 0 0 0 0
Improve new employee education 0 0 0 0 0 0 0
0 Sales 0 0 0 0 0 0 0
x Product Recommendations 0 2 0 0 0 0 3
x Product use cases 0 2 0 0 0 0 3
Impulse buy opportunity 0 0 0 0 0 0 0
Presales questions 0 0 0 0 0 0 0
WOM Marketing 0 0 0 0 0 0 0

11. Business Readiness 0 0 0 0 0 0 0
Costs 0 0 0 0 0 0 0
0
High- Cost of implementation/maintance is >50K 0 0 0 0 0 0 0
x Medium- Cost is between 10K-50K -3 0 0 0 0 0 0
Low- Under 10K/Year 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0
Time/Staffing Levels 0 0 0 0 0 0 0
0
High- Headcount intensive
0 0 0 0 0 0 0 0
x Medium- Some full time HC. -3 0 0 0 0 0 0
Low- Part time HC can carry 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0
PR/Business Risk 0 0 0 0 0 0 0
0
0 High- Very visible success/failure 0 0 0 0 0 0 0
Medium- Visible, but can be backed out of 0 0 0 0 0 0 0
x Low- give it a shot, little to lose if backed out -5 -3 -3 -3 0 0 -3
0 0 0 0 0 0 0 0
Customer Web Comfort 0 0 0 0 0 0 0
0
0 High- Avid/ sophisticated web users 0 0 0 0 0 0 0
x Medium- online with varied abilities -3 0 -3 0 0 0 0
Low- little online experience 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0
Community Maturity 0 0 0 0 0 0 0
0
0 High- existing well engaged community 0 0 0 0 0 0 0
0 Medium- existing with some engagement 0 0 0 0 0 0 0
x Low- little engagement or no community -5 0 -3 0 0 0 -3
0 0 0 0 0 0 0 0
SUM -6 18 -3 5 7 5 5

12. Member Search
3rd Party Sites
Monitoring &
Community
Live Chats
Calendars
Programs
Listening
Sessions
Ideation
Profiles
Groups
Loyalty
Closed
Wikis
Polls
1 0 0 2 1 1 0 2 1 1 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
2 1 2 1 0 0 2 2 1 2 3 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
1 1 3 1 1 0 3 1 1 1 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
1 1 2 0 1 1 2 1 0 1 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 1 2 2 0 0 0 3 2 1 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 1 2 0 1 0 1 1 3 3 1
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
1 1 2 1 3 0 1 0 0 1 0 0
1 1 3 1 3 0 2 0 0 1 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0

13. 0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 -3 0 -3 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 -3 0 -3 0 0 -3 -3 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 -3 -5 0 -3 0 -3 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 -3 0 -3 0 0 0 -3 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0 0 0
0 0 -3 -5 -5 0 -5 0 -5 -3 0 0
0 0 0 0 0 0 0 0 0 0 0 0
7 5 2 2 -8 3 2 4 -7 9 7 1###

14. Strategic Selection of Tools
20
Forums
15
10 Profiles
Member Search 3rd Party Sites
Webinars
Tool fit to goals
Blogs Monitoring & Listening
Videos Ratings & Reviews
5 Live Chats
Polls
Groups Closed Co
Ideation Sessions
0
-5
-10
Topic Value
Forums 18
Profiles 9
Member Search 7
Webinars 7
3rd Party Sites 7
Blogs 5
Videos 5
Monitoring & Listening 5
Ratings & Reviews 5
Live Chats 4
Polls 3
Groups 2
Ideation Sessions 2
Closed Community 2
Calendars 1
Content Exchange -3

15. Ideas -6
Wikis -7
Loyalty Programs -8

16. ion of Tools
ws
e Chats
Polls
Groups Closed Community
Ideation Sessions
Calendars
Content Exchange
Ideas
Wikis
Loyalty Programs

18. 0

20. Metric Title Description
All UGC content and activities on the site- includes posts, content ratings,
Contributions reviews, comments, votes, etc.
Posts Total posts in the Forums.
Total number of posts that were marked as answered in the timeframe (we
marked answered look weekly/monthly/quarterly/annually)
Median time from the asking of the original post (when marked a question)
median time to reply/ answer to the accepting of the answer.
Shows company participation rate. Company posts(or contributions)
divided by Total posts .
% posted by Company
% posted by Product Development
Team These next couple are breakdowns of who in the company participates.
% posted by
Moderators/Community team
% posted by Development
% posted by Support
% posted by MVP MVPs are our top tier of users.
MVP Posts Raw number of above
number newly registered users who post divided by total new registrations
for the same time period.
Percent of new users that post
Views of answered content Pageviews of content marked as answered.
% implemented Of the ideas given, what percent was implemented.
Registrations New registrations (joiners) for a time period
Number of people who took an action (beyond logging in) in the
timeframe.
Active Users
Based on keywords and word combinations- automated system to
evaluate posts/blogs/etc for tonality and give an overall ratio of tone on
General Sentiment (pos/neg) the community.
Product feature ideas or requests Number of product feature requests received.
Content Exchange # uploads Number of files uploaded
Content Exchange # downloads Number of files downloaded by the community.
blog posts Number of posts
views Views of posts
comments Number of comments on posts
Blog views % of all views blog views divided by total page views
PageViews Total page views (total page loads)
Search Initiated Traffic (organic) % of traffic that comes from search engines
Direct Traffic % of traffic that comes from bookmarks or links
Time on site/view How long (in minutes) people are spending on your site.
Unique Visitors (daily) Daily unique visitors to the site
Visits Total visits (total number of sessions on your site)
Pages per visit Average pages per visit of those visiting the site
Bounce Rate (%) Number of people who only look at a single page and then leave.
Cross Traffic Traffic between your sites (like community and commerce)

21. People who originated from the community and purchased in same
Purchase Assists browser session
Top traffic pages Top Pages by views
Bottom traffic pages Bottom pages by views
Top domains that refer to site List
Click areas on the pages Shows the number of clicks on some of the links/areas of the pages.