Oliver Ziegler, Collective 2014 - Which comes first metrics or experience?
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Which Comes First? Metrics or Experience? Oliver Ziegler VP – Global Customer Care, Sitrion Kelly Gault Senior Solutions Engineer, Sitrion
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There is not clear answer to “which comes first” but what we do know is that successful companies are constantly looking at metrics and experience as a way to build an engaged workforce. Join Oliver as he discusses both sides of the equation. He’ll cover how to utilize metrics to make informed decisions and where experience plays a role in better adoption.
Transcript of Oliver Ziegler, Collective 2014 - Which comes first metrics or experience?
Which Comes First?
Metrics or Experience?
Oliver Ziegler VP – Global Customer Care, Sitrion
Kelly Gault Senior Solutions Engineer, Sitrion
You need employee engagement…
Which Comes First?
Metrics
User
Experience
User experience is first!
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Content
Design
Layout
Elements of User Experience
• Content
• Layout
• Design
• Process
Coca-Cola iConnect
Sitrion Adoption Framework can help you
• Available through our Engage Community
• Assisted by our Education Center & Engagement Services
User experience is first!
Content precedes design –Design in the absence of content is not design,
it’s decoration.Jeffrey Zeldman
Designerwww.zeldman.com
No – metrics should be first!
“What gets measured, gets managed.” Peter Drucker
Metrics
Metrics Example 1 – Q & A
Metrics Example 1 – Q & A
Use your community managers and social ambassadors to model quick answer times
and marking answers as good.
Add badges that publically reward users for asking or answering questions within the
social network.
Implement a campaign to educate people on the value of marking answers as good.
Encourage employees to NOT answer questions in email but to instead to use the social
network to post the question and then answer it.
Metrics Example 2 – Community
Metrics Example 2 - Community
Review the contributors that are getting the most attention – what type of activities are
they performing, what type of content are they posting, etc.
Analyze which activity types get the most attention and perform or encourage more of
those.
Review the number of unique contributors in the community and look for ways to boost
the number.
Analyze the number of followers and the number of followers joining and leaving the
community.
Metrics Example 3 – Activity Types
Metrics Example 3 – Activity Types
Include social network contributions in the performance review process and rank
desired actions as more important factors.
Modify badging strategy to reward only the type of activity your company deems most
valuable or meaningful.
Host a contest among groups or communities and base the award on growth in the
level of ‘deeper engagement’ activities.
Metrics
User
Experience
It Doesn’t Matter Which Comes First?
Both are needed!
Questions?
linkedin.com/in/oziegler/
Oliver Ziegler VP – Global Customer Care, Sitrion
Kelly Gault Senior Solutions Engineer, Sitrion
@kellygault
ca.linkedin.com/in/kellygault
Thank you!
