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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)
Folksonomy (2004)
70+ Social Lenses (2008)
Connected
Company (2010)
Understanding Need
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
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
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
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 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
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
- 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
Roles and Support
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
• Sharer
• Lurker
• Writer / Creator
• Editor
• Curator
• Connector
• Synthesizer
• Theorizer
• Mitigator
• Negotiator
• Contextualizer
• Interloper
• Infovore
• Learner
• Monitor
• Councilor
• Gossip
• Critic
• Expert
• Broadcaster /
Rebroadcaster
Social Roles
Open Measurement as a Game
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
Gamification User Impact Type Ratios
Percentage
0
33
67
100
Balanced Not Moved Don’t Like Moved By
Moved User %
Not Moved %
Dislike User %
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
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 happens
Relevant Info
Shared
Keys to Success
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
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

  • 1. Measuring What Matters for Maturity Thomas Vander Wal, Independent Consultant 9 November 2017 :: KM World
  • 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)
  • 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. 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. 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
  • 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
  • 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
  • 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. • Sharer • Lurker • Writer / Creator • Editor • Curator • Connector • Synthesizer • Theorizer • Mitigator • Negotiator • Contextualizer • Interloper • Infovore • Learner • Monitor • Councilor • Gossip • Critic • Expert • Broadcaster / Rebroadcaster Social Roles
  • 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. 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. 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. Use Flow Models to Identify Points of Measurement
  • 19. Team Subject Matter Group 1 Subject Matter Group 2 Community in Organization Question Answer Question Answer Where work happens Relevant Info Shared
  • 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
  • 23. URL: www.vanderwal.net Blog: www.personalinfocloud.com E-mail: thomas@vanderwal.net Twitter: @infocloud