update

Topic helpfulness v2.0

Topic helpfulness v2.0
Userlevel 7
Some time ago we announced Topic Helpfulness here on inSpired. After this beta release we've been looking into ways how to improve this functionality. Thanks to you and our pilot customers (who tested this feature, shared data and gave their feedback on improvements) we were able to deploy some nice improvements;

  • A fresh new look & feel
  • Replaced the binary vote system (yes/no) by a universally known emoji vote system
  • Fixed vote bar that appears when the user starts scrolling in a topic
  • Make topic helpfulness available on all Answers and Articles


What is Topic helpfulness?

A little area below the opening post where users can indicate if they found the topic helpful or not. Users can reply by picking an Emoji to indicate whether or not it has helped them. This data/event will then be directly logged into your Google analytics, giving you clear view on which topics/content are helping people the most. For the moment data is not visible in the Control Environment yet.


What's next

We're working on configuration options in the Control environment, this allows you to determine the phrases of the topic helpfulness and where it should appear. Next to that we're making data on the votes available in Control: topic moderation pages will be enriched with a 'Content performance panel' and the data will be sent to the Content dashboard.


When will this feature be available on my Community?

When configuration options, data and insights for this functionality are available in the Control Environment. We want to ensure you have complete freedom over the visibility and have access to the data from day 1. Pilot customers already have the latest improvements mentioned above.


Early access

Can't wait until the public release and want to have it now? We can enable the latest version of topic helpfulness on your community. This means visitors can already vote on the helpfulness of Answers and Articles, data will be sent to your Google Analytics account where you can analyse results yourself. Sent me a private message if you want early access.

We will keep you posted here on inSpired on improvements and new milestones, if you have any questions or feedback let us know.

23 replies

Userlevel 5
Badge +3
Hi @Yoeri

FYI: we see some votes accumulating in some strange places... i.e. places that are not a thread.
(the report in GA counts events for "Topic downvote" which is a unique identifier within our portal...)



Any idea what is happening here?

Cheers
Florian
Userlevel 7
Hey, thanks for sharing this. I don't know what is happening here, we'll need to look into this.
Userlevel 5
Badge +3
Can we get our community's emojis to look like this?



Rather than this?

Userlevel 5
Badge +1
Hi @LPortalupi ,
Currently the emojis are not customisable. But we can update them for all. 🙂
Userlevel 5
Badge +3
Hi @LPortalupi ,
Currently the emojis are not customisable. But we can update them for all. :)


@xiaoyu-shen Any idea when this would be possible? 🙂
Userlevel 5
Badge +1
Good news, new emojis are live in your Content Helpfulness now. Check it out!
@LPortalupi Thanks for your suggestion

Userlevel 5
Badge +3
Good news, new emojis are live in your Content Helpfulness now. Check it out!
@LPortalupi Thanks for your suggestion



Great news @xiaoyu-shen, thanks! 🙂
Userlevel 6
Badge +4
So nice! Thanks for the change, folks 🙂
Userlevel 4
Badge +3
Hi all,

Is it possible to check which community member has downvoted at a certain article?
In that way, we would be able to contact that person, asking him/her how we can optimalize that article, so that is would answer their question ...
Userlevel 7
Hey,

It is not possible to check who downvoted a certain article. As voting is enabled for all users (registered members and anonymous users) it's not possible to track all votes.
Userlevel 4
Badge +3

Can I get some advice on using this feature for marking moderator content:

 

Where’s the best place in analytics/export to find all content published by moderator x in a given date range, and seeing content success/helpfulness score for each piece of content?

Userlevel 7
Badge +1

Hi @timcavey,

sorry, just saw this now as I was on holiday last week… 😞 Guess no one else knew how to get this done?

Anyhow, what you can do is use an advanced filter in a dashboard, so that you only see content created by a certain user (or more users, if you like):

  1. Go to the Content Dashboard.
  2. Select the time range you want to look analyze (when the topics were created).
  3. Select the “advanced filter” Button (top right, below the date picker).
  4. Then scroll down and select “Show all fields” and enter “Topic starter”. This will load a list with all usernames.
  5. Click on the magnifying glass icon in the highlighted field and enter the names of the Moderator(s) which you want to check, and select them:

If you then go back (again by clicking on the advanced filter icon in the top right corner), you will only see information regarding content created by this user. In the “popular topics” segment, you can then check on the general performance of content helpfulness, but of course you can also check on individual topic level how helpful their content has been rated.

Hope this does the trick for you?! :)

Userlevel 4
Badge +3
  1. Go to the Content Dashboard.
  2. Select the time range you want to look analyze (when the topics were created).
  3. Select the “advanced filter” Button (top right, below the date picker).

(3) is where I come unstuck @Julian - have a look at what I see:

 

Our community manager Darran also can’t see this, so it doesn’t sound like it’s permissions related 

Userlevel 5
Badge +3
  1. Go to the Content Dashboard.
  2. Select the time range you want to look analyze (when the topics were created).
  3. Select the “advanced filter” Button (top right, below the date picker).

(3) is where I come unstuck @Julian - have a look at what I see:

 

Our community manager Darran also can’t see this, so it doesn’t sound like it’s permissions related 

I cannot see this either @Julian @timcavey !

Userlevel 7
Badge +1

Hey Suvi & Tim,

sorry, maybe I was not clear enough, the button is easy to overlook. I was talking about this button:

 

Once you click this button, the menu for advanced filter will expand. There is no permission which could deny you access to it - if you can see the dashboard you should also see this button.

We actually have a dedicated tutorial on how to work with this tool: Link

Please let me know if you still have issues finding it, or if there are further questions around this topic.

Userlevel 4
Badge +3

This works perfectly, thanks @Julian !

Userlevel 5
Badge +3

This is great, thanks @Julian!

I have one question though -  I was able to get the percentage of happy votes… But can I get the total number of votes somehow?

Userlevel 4
Badge +3

This is great, thanks@Julian!

I have one question though -  I was able to get the percentage of happy votes… But can I get the total number of votes somehow?

 

Yes this would be handy, especially if we’re marking the moderators on their scoring, it would be fair to know the sample size! 

Userlevel 5
Badge +3

Hey, thanks for sharing this. I don't know what is happening here, we'll need to look into this.

Hi @Yoeri ,

 

we are still seeing this happening for quite a few non content pages - do you have an update?

This is from yesterday sorted by top votes:

  • top voted upon page is a non-content page
  • 4 out of the 10 most voted upon pages are not content pages

While globally I’d like to know what people think about a page, helpful voting is supposed to help finding and improving content. While we can look at all detail pages like this we can’t form an understanding how helpful the content is overall. The overall helpfulness however, is a direct ROI indicator.

Cheers,

Florian

Userlevel 7

Hey Florian,

When you apply a secondary dimension of Page title do you than still see non-content pages appearing?

 

Userlevel 3
Badge +3

@Yoeri 

hi!

is there any possibility to sort articles by topic helpfulness or just export all articles and see which have good/bad rate?

Userlevel 7

Hey,

The best way to see this is in the Popular topics view in the Content Dashboard (Control → Analytics → Content Dashboard → Popular topics ‘view more’)

Breakdown of popular articles

The column Score shows the performance of your articles. Score is calculated with the following formula: Happy votes / total votes * 100 = Score as percentage

e.g. 12 Happy votes, 2 neutral votes, 1 sad vote = 15 votes in total
15 total votes / 12 happy votes * 100 = 80% score

The columns Happy, Neutral, Sad votes show the absolute amount of votes collected in the selected timerange

Userlevel 3
Badge +3

@Yoeri great!! thank you very much!

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