Talk:Community Liaisons/KPIs

Seeking help adding this to main CL team page

I'd love for this to go to the "See Also" section of the team's main page: https://meta.wikimedia.org/wiki/Community_Engagement_%28Product%29 - in the "See Also" section (somehow I'm unable to edit that section; it isn't showing). If you can "teach me to fish" by providing instructions, that would be even more helpful! -Rdicerb (WMF) (talk) 23:49, 23 October 2015 (UTC)

KPI Goals re-framing

In order to redefine our KPIs for the annual plan and strategy, I think we should re-frame the goals, as they focus very much what we are able to do at the time without additional technical support

1. We want to measure results, not activity. Is this still true? However, we recognize that results are not fully under our control. For example, our results are affected by the actions of other WMF teams and by the phase that each product is in. We can note this if the KPI measure is the right thing, or perhaps by our KPI being seriously affected, it is not the right thing to measure.
2. We want something that is meaningful, even if it requires thoughtful interpretation. I think this should be kept as a value.
3. We want something that can be measured now, with no new tools. I think this was good for a few months ago, but this question should be separated from the thing we want to measure
4. We want to change these later, if we find better indicators or get better tools. The time is now!
5. At this time, we are focusing on our community-facing roles, rather than our staff-facing roles. Consequently, our KPI will only measure part of our work. Not sure if this is still the case

In order to think about this, I'm doing a bit of reading and wanted the CL team to look through a few resources for the meeting. Sadly, the enwiki article has some issues, but I found a few other things to triangulate

• This team fits none of the buckets listed here, but I thought the different examples might get some thoughts flowing: http://klipfolio.com/resources/kpi-examples
• Business-focused, but raises some good points: http://community.is/community-kpis/

This may also be useful in our thinking: the post that the dept passed around a while back: http://thecommunitymanager.com/2014/03/18/the-fundamental-difference-between-customer-support-and-community/

-Rdicerb (WMF) (talk) 21:49, 16 February 2016 (UTC)

IMO, item #1 is still true. One, results are what Lila, et al., care about; two, activity can be gamed (and is misleading). However, results aren't under our sole control. That's the nature of partnership: even if you do everything "perfectly", the result may be different from what you intended. In fact, doing it perfectly sometimes means not getting the results that you originally planned.

On #5, I'd be happy to expand to include our staff-facing roles, but short of asking product managers to rate their CL on an arbitrary scale or ask them for a Net Promoter Score ("How likely are you to recommend a CL to your friends?"), I'm not sure how to produce numbers for this.

The current ones are similar to what one of your sources calls "Social interactions". We're measuring whether new people interact with key product pages that we maintain more than once, and whether they read pages that support the products. Whatamidoing (WMF) (talk) 01:19, 17 February 2016 (UTC)

Also, I have always liked the relationship-based metrics towards the end of this page, but we don't have the tools to measure most of these, and none of them are specific to our team, or even to our department. For example, churn is important, but the main driver of churn at the largest Wikipedias is the actions of volunteers that are very sincerely trying to defend article quality against the inevitable mistakes made by most good-faith new contributors. Whatamidoing (WMF) (talk) 01:44, 17 February 2016 (UTC)

Thanks for numbering these for easier review, Whatamidoing (WMF) :) I also have a question out to James Forrester around product KPIs and what they intend to cover and measure. -Rdicerb (WMF) (talk) 21:58, 17 February 2016 (UTC)

Product teams' KPIs/metrics are available at mw:Wikimedia_Product. In most cases, they seem to be measuring things which are related to their area of work, but which evidently are not (or not solely) results and/or activity. --Elitre (WMF) (talk) 09:56, 18 February 2016 (UTC)

As we finish these up I'm going to edit the page a bit. For #1, "We want to measure results, not activity" - this no longer seems to be the case, considering we're measuring activity :) -Rdicerb (WMF) (talk) 23:46, 1 March 2016 (UTC)