Complete Web Monitoring

The Internal Community Monitoring Maturity Model

As we’ve done with other kinds of monitoring, let’s look at how internal community monitoring becomes more mature over time. Note that because your audience is in-house, you’ll be more concerned with productivity and contribution by the organization and by its ability to create useful content that becomes an asset.

	Level 1	Level 2	Level 3	Level 4	Level 5
Focus	Technical details	Minding your own house	Engaging the organization	Building relationships	Web business strategy
Emphasis	Volume of content	Usefulness of content	Contribution patterns	Collaboration patterns, ROI from predictions, productivity gains	Community data mining, employee performance reviews based on contribution
Questions	How much information have we generated?	How good is the information we’re generating? What’s most and least used? How easily can employees find it?	How integrated is KM with corporate culture? What are people sharing most and least?	What’s the payoff? How does KM improve per-employee contribution or reduce per-employee cost? How are people connecting with one another? Are our collective guesses good?	What does our organization know? What is our organizational knowledge worth? How can we use better KM posture to improve competitive position? Are we hiring and firing based on employee knowledge contribution?