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Measuring What Matters for Maturity
Thomas Vander Wal, Independent Consultant
9 November 2017 :: KM World
Designing, developing, and / or
managing social platforms since
1996
Model of Attraction (2002)
Come to Me Web (2004)
Folk...
Understanding Need
Understanding Need
• Measurement has multiple purposes:
- Measuring the finding and reuse of successful knowledge related t...
Understanding What Matters
• Depth of use / engagement
• Most systems and platforms focus on pure numbers, as in clicks
• ...
Keep In Mind…
• Not all organizations are the same
• Departments, location, and other contexts create differences
• Not al...
Improving Search and
Knowledge Success
How to Improve Search and Knowledge Success
• Pair search with the ability to ask a question to a group or community
• A f...
https://communityroundtable.com/best-practices/thecrs-work-out-loud-framework/
How to Improve Search and Knowledge Success
• Working out Loud
- Questions asked in the open
- Potential answers shared
- ...
Roles and Support
Focus on Roles and Support
• Ladders are helpful for building maturity, but understanding roles and
related activities is ...
• Sharer
• Lurker
• Writer / Creator
• Editor
• Curator
• Connector
• Synthesizer
• Theorizer
• Mitigator
• Negotiator
• C...
Open Measurement as a Game
Gamification Realities
• Gamification can move the needle, but it only goes so far
• Understanding the three high level segm...
Gamification User Impact Type Ratios
Percentage
0
33
67
100
Balanced Not Moved Don’t Like Moved By
Moved User %
Not Moved %...
Gamification Realities
• Gamification will positively move the needle up to the point of saturation
of those who are recepti...
Use Flow Models to Identify Points
of Measurement
Team
Subject Matter Group 1 Subject Matter Group 2
Community in Organization
Question Answer Question
Answer
Where work ha...
Keys to Success
Key to Measurement
• Access to the data
- This is often the most difficult part
- Platforms with open data APIs enable gett...
Thank you!
URL: www.vanderwal.net
Blog: www.personalinfocloud.com
E-mail: thomas@vanderwal.net
Twitter: @infocloud
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Measuring What Matters for Maturity - KM World 2017

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Thomas has been focussing on helping managers with how to improve analytics and measurement in social knowledge platforms beyond the common set of click analytics and pure counts that haven't been insightful nor helpful. He puts a focus on patterns that promote knowledge capture, as well as understandings around improving access, ease of finding, and use and reuse of knowledge that leads to success.

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Measuring What Matters for Maturity - KM World 2017

  1. 1. Measuring What Matters for Maturity Thomas Vander Wal, Independent Consultant 9 November 2017 :: KM World
  2. 2. Designing, developing, and / or managing social platforms since 1996 Model of Attraction (2002) Come to Me Web (2004) Folksonomy (2004) 70+ Social Lenses (2008) Connected Company (2010)
  3. 3. Understanding Need
  4. 4. Understanding Need • Measurement has multiple purposes: - Measuring the finding and reuse of successful knowledge related to questions and searches - Assessing practices and patterns that build to knowledge capture and reuse - Seeing patterns around growth, maturity, and role types - Identifying change and adaption
  5. 5. Understanding What Matters • Depth of use / engagement • Most systems and platforms focus on pure numbers, as in clicks • Identify different social patterns and roles • Finding answers that fit is important - Identify patterns that lead to successful answers - Identify and build healthy patterns that lead to finding answers, and measure success of the patterns • Identifying when change in what is known is needed and how the change is made
  6. 6. Keep In Mind… • Not all organizations are the same • Departments, location, and other contexts create differences • Not all people are the same - Personality traits - Mental models - Cultures
  7. 7. Improving Search and Knowledge Success
  8. 8. How to Improve Search and Knowledge Success • Pair search with the ability to ask a question to a group or community • A focus on finding and refinding information and knowledge - A community with groups that can help point others to existing knowledge builds value (look at time to response and percent answered) - A community with groups can also answer unanswered questions or point to previously unshared resources • Providing answers and pointing to previously unshared resources can have strong lasting value • Valuable knowledge formalized into learning modules - measure to identify and then results
  9. 9. https://communityroundtable.com/best-practices/thecrs-work-out-loud-framework/
  10. 10. How to Improve Search and Knowledge Success • Working out Loud - Questions asked in the open - Potential answers shared - Identifying answers that work - People sharing answer that works by voting it up and / or linking to it - Pointing to an answer that works build patterns that most search engines use to increase that answer’s search relevance - Use depth of use ladders, with measurement of progress and plateaus
  11. 11. Roles and Support
  12. 12. Focus on Roles and Support • Ladders are helpful for building maturity, but understanding roles and related activities is a different focus to also track and measure • Select a few roles that have value and identify their activity patterns that are valuable for those roles - Build analytics and measurement models to see roles in action, so to better support them
  13. 13. • Sharer • Lurker • Writer / Creator • Editor • Curator • Connector • Synthesizer • Theorizer • Mitigator • Negotiator • Contextualizer • Interloper • Infovore • Learner • Monitor • Councilor • Gossip • Critic • Expert • Broadcaster / Rebroadcaster Social Roles
  14. 14. Open Measurement as a Game
  15. 15. Gamification Realities • Gamification can move the needle, but it only goes so far • Understanding the three high level segments helps frame how it can work or not - Those whom are receptive - Those not moved by the gamification and it doesn’t matter - Those who are turned off by it
  16. 16. Gamification User Impact Type Ratios Percentage 0 33 67 100 Balanced Not Moved Don’t Like Moved By Moved User % Not Moved % Dislike User %
  17. 17. Gamification Realities • Gamification will positively move the needle up to the point of saturation of those who are receptive to it • The 2 categories of people not receptive to gamification look to the patterns of use by those who are moved forward by gamification - What is rewarded is important as it sets patterns for others to follow • It is difficult to measuring receptivity to gamification to understand the size of each category prior to rolling it out - If testing it, keep in mind those likely to opt into a trial of a service are likely going to be receptive to gamification
  18. 18. Use Flow Models to Identify Points of Measurement
  19. 19. Team Subject Matter Group 1 Subject Matter Group 2 Community in Organization Question Answer Question Answer Where work happens Relevant Info Shared
  20. 20. Keys to Success
  21. 21. Key to Measurement • Access to the data - This is often the most difficult part - Platforms with open data APIs enable getting to that data • Measure to see trends and patterns, that lead to success and frame success • Measure to see gaps and pain points as well as to watch them get resolved
  22. 22. Thank you!
  23. 23. URL: www.vanderwal.net Blog: www.personalinfocloud.com E-mail: thomas@vanderwal.net Twitter: @infocloud

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