Without metrics, how do you know that you’re serving your developer community well – and that you’re bringing value to your organization? No, we don’t know your boss, but we know you’re getting questions like this from higher ups in your organization. Can you prove value right now? If not, where do you start? Take a look at Jesse Davis' presentation from DevXCon 2017 to understand what metrics to track and report to key stakeholders in your organization that will keep them investing in developer programs and community.
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Some of the companies we work with to create great developer communities:
Jesse Davis
DZone COO
• Spent 20 years building
enterprise data solutions
• JDBC ninja
• Loves building
relationships and coaching
others
• Passionate about developer
communities
DZone creates great developer communities and programs.
Our platform, AnswerHub, is used by the world’s largest
development organizations to give both internal developers and
third-party developers a place to share technical knowledge.
Among the most successful examples of developer communities
hosted on AnswerHub is our own property, DZone.com, which is
home to one of the world’s largest online communities for
developers.
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Value in the Community Lifecycle
Launch Maturity
Community Vibrancy Metrics:
• Community evolvement
• % of Active and contributing
members
• CSAT
• Time to first response
Business Process Metrics:
• Support savings
• Referrals through
advocates
• ROI
Growth
Community Operational
Metrics:
• Number of posts and
engagements
• Number of new members
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Hortonworks’ Top Metrics:
1. Unique visitors
2. Active Hortonworkers by
department
3. # of users and ratio of community
users to Hortonworks employees
4. Top contributors by quarter
5. Number of pieces of content
Hortonworks built an online, technical community
where developers could ask questions, access
answers, and contribute ideas.
They’ve been able to engage at a technical level with
a broad community and grow affinity for Hortonworks
related technology.
Example of an evolving community:
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“If I notice a trend in down votes, this
is an indicator that content quality
isn’t meeting expectations and I need
to look at the problem closer.”
Sylwia Ganiec, Knowledge
Manager at SAP hybris
The SAP Hybris experts community provides a single
place to reward developer contributions, support users,
and encourage active participation.
Since launching, they’ve drastically reduced support call
volume due to Q&A and self-service and signed up over
600 new members a month.
SAP Hybris’ Top Metrics:
1. New users by group
2. Response Time
3. New questions and answers
4. Up and down votes
5. Questions with best answers
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Value in the Developer
Lifecycle
Discovery SupportOnboarding Advocacy
• Frequency of engagements
• Resource download numbers
• Time on site
• Number of questions asked on
your community
• Number of page views
• Sign ups and registrations
• Source / referral
• Case Deflection
• Response times
• Correct answers
• # Community member
interactions and
conversations
• Social sharing
• Referrals to site
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A developer community over 20 years in the making
• As the community has matured, our metrics, goals and
business strategies have matured.
• Tiered moderation program to create quality content
that our community wants.
A snapshot of what the DZone team measures:
• 5+ million monthly page views
• 10,000 new members a month
• 1,000 articles posted per month
• 2,000 new newsletter monthly subscriber
• 2,000 active contributors a month
• Inbound leads and new customers referred through the
site
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(919) 238-7100
Questions?
Drop me a line:
jessed@dzone.com
(919) 400-4111
Talk to the DZone Team:
info@dzonesoftware.com
(919) 238-7100
dzonesoftware.com
dzone.com
Hinweis der Redaktion
Jesse + DZone on here
Show customers and dzone.com + dzone software
Say “we get up every day and help those people running these communities look like rock stars!”
The reasons for launching a community are obvious, but many companies fail to launch communities with a well thought out plan.
According to Gartner, 70 percent of online communities are destined to fail.
Despite the billions of dollars being poured into online communities, almost 70 percent of customers never log in.
Some of the reasons why communities fail are:
- Lack of strategic planning
- Outdated content
- Uninspired discussions
- Low engagement
- No pathways to build relationships with other members
- No social capital boosting personal or professional brands of members
Developer relations and communities are about building relationships and supporting developers. It’s a unique intersection between marketing, support, and engineering. So how do you measure success and prove value…
Use “engagement”
Talk about “the developer”
Hortonworks Community Connection uses community to engage developers interested in Big Data and grow affinity for Hortonworks related technology.
At launch, Hortonworks had zero external users, zero external users viewing the site per week and 150,000 page views. Currently, they have over 3,000 external registered users, 15,000 unique users viewing the site per week, and received 800,000 page views in February 2016. The community is experiencing a healthy increase, with a double digit growth per week.
SAP Hybris Experts community recognizes users for quality contributions and encouraged them to actively participate.
2014: 7,400 questions created with 56% answered
1,200 Best Answers verified by topic experts
2015: 7,300 new community members
600 new members access AnswerHub each month
Knowledge > credibility > authority > trust > (loyalty) advocacy/evangelism
Include quality of content
Our premier use of developer communities -- .
DZone.com is one of the world’s largest online communities and leading publisher of knowledge resources for software developers.