Online Knowledge Community Evaluation Model: A Balanced Scorecard Based Approach

For the last decade, knowledge community has become popular resources of knowledge and their measurement also become more complex and critical for users and community managers. In this research, an integrated framework based on BSC (Balanced Score Card) - OKCBSC is proposed to evaluate the performance of online knowledge community in four dimensions: customer, internal process, learning and growth, and performance. After conducting Delphi approach and AHP methods, the measurements and their weights are derived. Two typical cases (Wikipedia and Yahoo! Kimo Knowledge(+)) that conduct empirical surveys with 822 samples each are used to demonstrate the use of OKCBSC. Results and discussion are also addressed.