COMMUNITY · THE YELL SOCIAL GLOSSARY

Response time.

The time between an incoming message or comment and a reply. Teams may measure first response separately from full resolution and may use business hours or elapsed time.

IN THE REAL WORLD

A simple example

A customer asks a question at 10:00 and receives an initial reply at 10:20: the first response took 20 minutes.

Put it into practice

Define what starts and stops the clock. An automatic acknowledgement is different from a useful human response.

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Community

Community management

The ongoing work of building relationships with an audience. It includes answering questions, encouraging discussion, moderating behavior, and helping people feel heard.

Definition & example

Community

Direct message (DM)

A message sent through a platform’s private messaging interface to a person or group. It is separate from a public comment thread, though platform and account access rules still apply.

Definition & example

Community

Engagement

The interactions people have with content or an account, such as reactions, comments, saves, shares, and clicks. The interactions included in a report vary by platform.

Definition & example

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Response time.

A simple example

Put it into practice

Community management

Direct message (DM)

Engagement

Response time.

A simple example

Put it into practice

A few terms to know next.

Community management

Direct message (DM)

Engagement