Enterprise Readiness Checklist

Comunità Enterprise
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I took a first stab at a “readiness for scaling” checklist. It’s very much a WIP so feedback is encouraged. What would you add to this list?

Structure

  • Is the information architecture designed for scalability and discoverability? Consider category and tag structure, ensuring naming conventions are standardised and intuitive. Remember that it is easier to add than to take away.
  • Do you have robust permissions in place to account for public, private or customer spaces? Are they group based to scale?
  • Are Trust Levels regularly reviewed and adjusted for risk profile?
  • Do you conduct regular UX testing of golden paths to ensure they are not only working, but simple and intuitive?

Staffing

  • Are moderation processes clearly documented, with moderators regularly required to read and acknowledge changes?
  • Do you have appropriate timezone coverage?
  • Are there clearly documented participation guidelines for internal teams?
  • Are the roles of volunteers/ambassadors/power users clearly defined and include appropriate boundaries?

Workflows

  • Are moderation workflows (including crisis management) documented and discoverable?
  • Do you have clear escalation paths (legal, security, product, safety, customer) defined?
  • Do guidelines for using features like accepted answers, solved topics, assignments and tagging groups exist and are they used consistently?
  • Is there clear support routing signposted in multiple places?
  • Are annual risk assessments and compliance processes well defined, with assigned ownership and reliable scheduling?
  • Do you conduct regular community health reviews and have clearly defined reporting processes in place?

Tooling

  • Is someone responsible for undertaking regular reviews of your admin settings to ensure they are still serving the community?
  • Do you have (AI or otherwise) safety triaging in place to get ahead of The Digg Lesson: Why Moderation Infrastructure Matters
  • Do you conduct regular category permission audits to ensure no private information (about customers or to children) is being leaked?
  • Are regular reviews of automation and workflow tools done to make sure you are working in the most efficient ways?
  • Is your reporting cadence appropriate? Are you tracking the right metrics now that you’re moving out of the growth phase?

What haven’t I considered? What would you add to the list?

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