Post-Launch Meeting

Overview

Confirm live status, new user registrations, content and signs of life. Discuss google analytics, tracking promotion activities and editorial calendar. Ensure no critical open tickets, review success site and JIRA support links, and set end of first month checkpoint meeting date / time.

Post-Launch Checklist

• Confirm "live" operation – users joining
• Greet new users, like supporting responses from others
• Identify new issues & resolve / escalate

Schedule a post-launch check-in with the client approximately one week after the community officially launches.

While Meeting with the Client

These are the points that, as a client, you should be expecting to discuss with the Success Team:

• Discuss first quarter growth focus & key metrics to follow- driving new registrations and unique monthly users and new content - questions / answers, articles
• Discuss / Review groups & permissions - are special groups for tracking in place?
• Discuss the promotion plans already under way - does the client have growth forecasts by month plotted out for six months or more?
• Discuss the editorial calendar - proactive contributions the client plans to make in the community each week. A completely reactive strategy - only reacting to questions posted by the community- may not be a complete strategy.
• Discuss engagement strategy - who will respond to customer questions? Is there an SLA backstop of 24 hours in place to ensure timely answers while first giving other members of the community a chance to respond?
• Discuss any potential spam attacks – which tools to use and configure in preparation for handling spam attacks.
• Discuss contingencies - is there a crisis response plan, a secondary channel where the community team can check in for updates if the site isn't available? If important company news needs to be communicated in the community, who needs to review / approve these types of postings?
• Set first quarter success review date and capture actions and goals.