Gamification for Online Social Communities

Abstract

A computer server system provides an online community for customers of a business entity. A first level feedback module provides visual feedback to each user in a user interface for the online community, which quantifies each user's interaction with the community. A notification module sends an electronic message to a user when the user's interaction is below a predefined threshold rate. A second level feedback module calculates second level metrics that quantify other users' evaluations of postings to the online community by a first user. Visual feedback of the second level metrics is provided. A third level feedback module awards a designated achievement badge to users whose interaction metrics exceed predefined threshold values, and displays the achievement badge in the user interface. The system promotes a high level of user participation in the online community and thereby contributes to a low cost of technical support provided by the business entity.

What is claimed is: 
     
         1 . A computer server system, comprising:
 one or more servers maintained by a business entity to host an online community that discusses products or services provided by the business entity, 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 first level feedback module, a notification module, a second level feedback module, and a third level feedback module, and a participation measurement module, wherein:
 the first level feedback module is configured to provide visual feedback in a user interface for the online community, the visual feedback quantifying each user's interaction with the online community according to one or more first level metrics that measure cumulative postings to the online community, wherein the visual feedback for new users to the online community is in a first format and the visual feedback for users who are not new users to the online community is in a second format distinct from the first format, and users are classified as new users of the community based on predefined new user criteria; 
 the notification module is configured to send an electronic message to a respective user when the user's interaction with the online community is below a predefined threshold rate, the electronic message sent over a communication channel distinct from the online community; 
 the second level feedback module is configured to calculate a plurality of second level metrics, wherein each second level metric quantifies other users' evaluations of postings to the online community by a first user, and wherein the second level feedback module is configured to provide visual feedback of the second level metrics to the first user in the user interface for the online community only when the first user is not classified as a new user according to the new user criteria; 
 the third level feedback module is configured to award a designated achievement badge to users whose first and second level metrics exceed a predefined set of threshold values, and to display the achievement badge in the user interface for the online community; and 
 the participation measurement module provides metrics that measure participation in the online community and measure reduction in technical support costs for the business entity in relation to participation in the online community.