Gamification for online social communities
A computer hosts an online community for a business entity. The community includes multiple feedback interfaces that quantify each user's engagement with the community. Each feedback interface has a distinct interaction time scale, from immediate to a year or more, with intermediate feedback interfaces. The process measures reduction in technical support costs based on the community engagement, and alerts a community manager when too many users are not completing a task for one feedback interface. The manager creates a targeted mission for the appropriate subpopulation of users. The mission specifies an action and a time limit. Completion of the action increases completion of the task. Messages are sent to users in the subpopulation to alert them of the mission. The mission feedback interface provides feedback visually for users in the subpopulation. The mission feedback includes indicators of remaining time and percent completion.
1. A computer server system hosting an online community for a business entity, comprising:
one or more servers, each including one or more processors, memory, and one or more programs stored in the memory, the one or more programs including a plurality of feedback interfaces, a participation measurement module, a notification module, a mission creation interface, and a mission feedback interface, wherein:
each of the feedback interfaces is configured to provide respective visual feedback in a user interface for the online community, the respective visual feedback quantifying, by tracking and storing in a database at the one or more servers, each user's interaction with the online community according to one or more respective metrics that measure user engagement with the online community, wherein each of the feedback interfaces has a distinct respective interaction time scale, including a first feedback interface whose time scale is immediate, a second feedback interface whose time scale is one year or more, and one or more intermediate feedback interfaces whose time scales are intermediate between the first and second feedback interfaces;
the participation measurement module provides the metrics that measure engagement with the online community, correlates reduction in technical support costs for the business entity in relation to engagement with the online community, and alerts a community manager when a substantial subpopulation of users are not performing all behaviors associated with an identified one of the feedback interfaces;
the mission creation interface receives input, from the community manager, to create a targeted mission for the subpopulation of users, wherein the targeted mission specifies an action for users in the subpopulation to perform and specifies a time limit, and wherein completion of the action by users in the subpopulation increases completion of the behaviors associated with the identified one of the feedback interfaces;
the notification module is configured to send messages to users in the subpopulation to alert them of the targeted mission; and
the mission feedback interface is configured to provide mission feedback visually in the user interface for the online community for users in the subpopulation, wherein the mission feedback includes displaying, by the mission feedback interface, a dynamic indicator of how much time each user has remaining to complete the action and displaying, by the mission feedback interface, a dynamic indicator of what portion of the action the user has already completed, wherein the dynamic indicator of what portion of the action the user has already completed is automatically updated based on receiving, by the identified one of the feedback interfaces, an indication of an increase in completion, by the user, of the behaviors associated with the identified one of the feedback interfaces.
2. The computer server system of claim 1 , wherein the first feedback interface displays feedback for a metric that measures consumption of community content by each user.
3. The computer server system of claim 1 , wherein a feedback interface of the plurality of feedback interfaces displays feedback for a metric that measures sharing of community content by each user within each user's social network.
4. The computer server system of claim 1 , wherein a feedback interface of the plurality of feedback interfaces displays feedback for a metric that measures curation of community content by each user.
5. The computer server system of claim 1 , wherein a feedback interface of the plurality of feedback interfaces displays feedback for a metric that measures creation of community content by each user.
6. The computer server system of claim 1 , wherein a feedback interface of the plurality of feedback interfaces provides feedback in the form of a leader board.
7. The computer server system of claim 5 , wherein information on the leader board is filtered so that the user interface displays information for each respective user based on a group of other users sharing a set of behavior characteristics with the respective user.
8. The computer server system of claim 1 , wherein the notification module is configured to send electronic messages as electronic mail or SMS text messages.
9. The computer server system of claim 1 , wherein the feedback interfaces include a reputation module configured to communicate achievement badges with online social media other than the online community and verify the authenticity of those badges, thereby making a user's reputation within the online community portable to the other online social media.
10. A non-transitory computer readable storage medium storing one or more programs configured for execution by a computer server system, the one or more programs including a plurality of feedback interfaces, a participation measurement module, a notification module, a mission creation interface, and a mission feedback interface, wherein:
each of the feedback interfaces is configured to provide respective visual feedback in a user interface for the online community, the respective visual feedback quantifying, by tracking and storing in a database at the computer server system, each user's interaction with the online community according to one or more respective metrics that measure user engagement with the online community, wherein each of the feedback interfaces has a distinct respective interaction time scale, including a first feedback interface whose time scale is immediate, a second feedback interface whose time scale is one year or more, and one or more intermediate feedback interfaces whose time scales are intermediate between the first and second feedback interfaces;
the participation measurement module provides the metrics that measure engagement with the online community, correlates reduction in technical support costs for the business entity in relation to engagement with the online community, and alerts a community manager when a substantial subpopulation of users are not performing all behaviors associated with an identified one of the feedback interfaces;
the mission creation interface receives input, from the community manager to create a targeted mission for the subpopulation of users, wherein the targeted mission specifies an action for users in the subpopulation to perform and specifies a time limit, and wherein completion of the action by users in the subpopulation increases completion of the behavior associated with the identified one of the feedback interfaces;
the notification module is configured to send messages to users in the subpopulation to alert them of the targeted mission; and
the mission feedback interface is configured to provide mission feedback visually in the user interface for the online community for users in the subpopulation, wherein the mission feedback includes displaying, by the mission feedback interface, a dynamic indicator of how much time each user has remaining to complete the action and displaying, by the mission feedback interface, a dynamic indicator of what portion of the action the user has already completed, wherein the dynamic indicator of what portion of the action the user has already completed is automatically updated based on receiving, by the identified one of the feedback interfaces, an indication of an increase in completion, by the user, of the behaviors associated with the identified one of the feedback interfaces.
11. The computer readable storage medium of claim 10 , wherein the first feedback interface displays feedback for a metric that measures consumption of community content by each user.
12. The computer readable storage medium of claim 10 , wherein a feedback interface of the plurality of feedback interfaces displays feedback for a metric that measures sharing of community content by each user within each user's social network.
13. The computer readable storage medium of claim 10 , wherein a feedback interface of the plurality of feedback interfaces displays feedback for a metric that measures curation of community content by each user.
14. The computer readable storage medium of claim 10 , wherein a feedback interface of the plurality of feedback interfaces displays feedback for a metric that measures creation of community content by each user.
15. The computer readable storage medium of claim 10 , wherein a feedback interface of the plurality of feedback interfaces provides feedback in the form of a leader board.
16. The computer readable storage medium of claim 14 , wherein information on the leader board is filtered so that the user interface displays information for each respective user based on a group of other users sharing a set of demographic characteristics with the respective user.
17. The computer readable storage medium of claim 10 , wherein the feedback interfaces include a reputation module configured to communicate achievement badges with online social media other than the online community and verify the authenticity of those badges, thereby making a user's reputation within the online community portable to the other online social media.
18. A method of operating an online community for a business entity, comprising:
at one or more servers hosting the online community, wherein each of the one or more servers includes one or more processors, memory, and one or more programs stored in the memory, the one or more programs including a plurality of feedback interfaces, a participation measurement module, a notification module, a mission creation interface, and a mission feedback interface:
executing each of the feedback interfaces to provide respective visual feedback in a user interface for the online community, the respective visual feedback quantifying, by tracking and storing in a database at the one or more servers, each user's interaction with the online community according to one or more respective metrics that measure user engagement with the online community, wherein each of the feedback interfaces has a distinct respective interaction time scale, including a first feedback interface whose time scale is immediate, a second feedback interface whose time scale is one year or more, and one or more intermediate feedback interfaces whose time scales are intermediate between the first and second feedback interfaces;
executing the participation measurement module to provide the metrics that measure engagement with the online community, to correlate reduction in technical support costs for the business entity in relation to engagement with the online community, and to alert a community manager when a substantial subpopulation of users are not performing all behaviors associated with an identified one of the feedback interfaces;
executing the mission creation interface configured to receive input from the community manager to create a targeted mission for the subpopulation of users, wherein the targeted mission specifies an action for users in the subpopulation to perform and specifies a time limit, and wherein completion of the action by users in the subpopulation increases completion of the behavior associated with the identified one of the feedback interfaces;
executing the notification module to send messages to users in the subpopulation to alert them of the targeted mission; and
executing the mission feedback interface to provide mission feedback visually in the user interface for the online community for users in the subpopulation, wherein the mission feedback includes displaying, by the mission feedback interface, a dynamic indicator of how much time each user has remaining to complete the action and displaying, by the mission feedback interface, a dynamic indicator of what portion of the action the user has already completed, wherein the dynamic indicator of what portion of the action the user has already completed is automatically updated based on receiving, by the identified one of the feedback interfaces, an indication of an increase in completion, by the user, of the behaviors associated with the identified one of the feedback interfaces.
19. The computer server system of claim 1 , wherein the feedback interfaces include a reputation module configured to communicate achievement badges with online social media other than the online community and verify the authenticity of those badges, thereby making a user's reputation within the online community portable to the other online social media.