Q1 Community Lifecycle

First Three Steps

Assemble Your Team

Capture Your Knowledge

Organize and Curate

  • Community Team

  • Identify Top SME Contributors

  • Employee Volunteers

  • Identify Rising Stars (super contributors)

  • Draw from other channels; share with other channels
  • Add new spaces slowly

  • Expand topics

  • Build articles from Q&A

Last Three Steps

Put Knowledge to Work

Measure Impact

Evaluate and Evolve Strategy

  • Understand areas within the community with greatest activity & success
  • % solved trend

  • Consider Value Survey

  • Align with other processes (calls / email / chat sessions) & trend

  • Scaling volumes, capacity or solvency?

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