Are you a number hater or data geek? The answers to our social engagement quiz.

Thanks to those of you that participated in our Engagement Scorecard quiz. I was pleased to see that we have several data geeks among our readers – 67% of respondents answered 5 or more of the questions correctly! I have notified the lucky winner and will protect his privacy – but here’s a hint to his identity - he is an employee of one of the top 10 companies on Forbes’ 2013 list of America’s Largest Private Companies.

 

The quiz answers are below. Keep in mind that there are no absolutes in enterprise social computing so these answers are what we consider to be the best or most correct option. Also remember that as a company reviews its social data, it has several ‘dials’ it can use to make improvements, including:

  • Modifying Engagement Scorecard targets and goals that may be too aggressive or too easy for the current state of a project
  • Updating social computing policies and procedures such as community and colleague auto follow practices, terms of use, community governance, etc.
  • Making changes within the social network such as deleting or adding communities, redesigning the home page, introducing new features, etc.
  • Addressing user and community manager education needs
Question 1:

1) Given that only 2% of social groups are meeting the company’s target goal for activity levels, what action(s) could the company take (select one):

a. Change the goal for the number of activities that must be completed

b. Review the 800 social groups to determine if any are no longer active and should be deleted

c. Evaluate the performance of community managers to determine if they need more training or support

d. All of the above

Some thoughts on the answer:

While lowering a goal or target may seem like the easy way out, it can be an appropriate action. A company must set goals that are realistic for the stage of its project and the social maturity if its user base. In this case, the company had a very aggressive target for the number of activities a social group should have each day – so lowering the target a bit is reasonable. Within the social network, the company should delete inactive communities as its likely there are a large number of ‘dead’ communities bringing down the overall average. And from an education perspective the company should review the resources provided to community managers to determine if they need more support for cultivating community activity.

Question 2:

2) This company has a process in place whereby they automatically set up all new employees to follow the same set of 25 social groups. How should they modify this policy (select one):
a. No changes are needed to the policy
b. The company should auto follow new employees to more than 25 social groups
c. The company should group employees by job function or department and have a unique list of auto follow communities and spheres for each employee group

 

Some thoughts on the answer:

It is possible that the same set of 25 social groups does not work for every new employee. Communities and spheres need to be relevant to a user in order for the user to be motivated to perform activities within a social group. In this case, if the company set up unique social group lists by employee job function or department, the social groups are likely to be more relevant and the users are more like to participate in them which will help boost these social group metrics.

Question 3:

3) Based on the graph, what is your opinion on the current target of 45% for the users well connected goal (select one):
a. The goal is set too high and should be lowered
b. The goal is set too low and should increased
c. The goal should remain at 45%

Some thoughts on the answer:

Even with a group of new users added to the system, the company is exceeding its goal for users well connected. A more aggressive goal should be set to encourage users and project sponsors to further increase colleague following.

Question 4:

4) How has the new group of users impacted the data (select one):
a. The new users had no real impact
b. The new users lowered the % of users well connected metric
c. The new users improved the % of users well connected metric

 

Some thoughts on the answer:

The new group of users do not have as many colleague connections as the existing users had. This is expected given that they are new to the system. The company should consider education or training for those new users to help them see the business value of connections within the social network.

Question 5:

5) The data shows that it is taking almost 8.5 hours for questions to receive their first answer. This is longer than the company desires. What is your opinion on the company’s goal for the average time to answer metric (select one):
a. The goal is too aggressive and the company should allow more time for questions to be answered
b. The goal is fine and should not be changed

Some thoughts on the answer:

This is one that can be debated and the answer can vary based on the question being asked or the community type. However, we feel that on average, getting an answer within the day it’s asked is reasonable. Consider that time zones come into play – the person that knows the answer may be sleeping when it is asked. Or consider that a question could be asked on a weekend and no one is available to answer it until Monday. These circumstances all play into the average response time and should be considered when setting goals and targets.

 

Question 6:

6) At 90%, the company is meeting or exceeding its goal for the percent of questions that have received an answer. Should the company work to boost this to 100% (select one):
a. No, it is reasonable to think that some questions will go unanswered
b. Yes, every question asked deserves an answer

 

Some thoughts on the answer:

Another answer that can be debated but we feel that a 90% answer rate is very strong. It is most realistic to assume that a small percent of questions are asked in error. For example a user may target the wrong community or a user may have intended to write a microblog post but categorized it as a question by mistake. While this percent could be a bit higher, the company is probably better served by expending efforts to improve other social metrics first.

 

How did you do with the quiz? Hopefully the act of taking the quiz gave you food for thought about how data can help you cultivate adoption of your social network. If you would like to discuss how Engagement Scorecard can enhance your social data analysis, please contact us. Or, if you are attending the Collective, stop by our Experience Lounge for more information.

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