It's actually tricky to ID 'effective and successful moderation':
- If one regular user becomes a super user, who knows which mod did all the grafting.
- If 1000s of post fields have been added, there's no indication which mod added them.
- Peer to peer might be due to a diligent mod's PMs, whereas another mod leaving comments leaves a bigger footprint and appears more active
Any tips would be welcome!
Best answer by Julian
good question. Measuring the impact of Moderators on an individual level can be tricky, depending on the goals... Mostly this is measured on team level and there are a bunch of interesting KPIs you could use (e.g. new vs. returning visitors, average users per topic) but these do not really apply on the individual scale.
A question I would have is if there is any distribution of tasks amongst your Moderators, or do all of them e.g. add Post Fields or create FAQ content? Cause this would be a challenge, you don't want your Moderators to fight who get's to create FAQs that will accumulate a lot of likes just so that it boosts their KPI performance.
If all of your Moderators are answering questions, you could make a "Mark as answer" report and then see how many of the answers were provided by which Moderator.
The amount of content created could also be a good indicator of performance. Someone who engages a lot on the community helps the community grow in activity and content. Downside is that you cannot distinguish between an extensive in-depth reply from a simple "ok thank you" post, so it would promote quantity over quality.
Thinking about it, the amount of likes received could be an interesting KPI: even if a Mod replies in an unpopular subject, delivering a good reply will still accumulate likes. However this could also fluctuate a lot depending on the topics a Moderator is active in.
In each case I would check if your KPIs are showing somewhat consistent results, this can give you an indication if they are worth measuring.
I will be on holiday next week but surely an interesting discussion I would like to hear others' opinion on once I am back!