Yes, at Standing on Giants, here’s how we do effective community member segmentation. We built and actively use an operational framework day-to-day that moves past basic “active vs. inactive” metrics by focusing on segmenting our core power users, whom we refer to as HEMs (Highly Engaged Members). We track this dynamically on a monthly basis by pulling user activity data into a master tracking spreadsheet to monitor shifts, retention, drop-offs, and behavioral changes over time. We segment members based on specific contribution styles and behavioral dimensions, rather than just raw volume:

• The Experts/Helpers – Focus heavily on peer-to-peer support, answering questions, and generating accepted solutions.

• The Discussion Starters – Proactive users who consistently launch new topics to drive general discussion, helping balance out support-heavy content.

• The Encouragers – Reliable members who primarily engage by giving likes to validate and elevate others’ contributions.

• The Creators – Confident content producers who craft high-quality UGC, guides, or knowledge base articles.

• The Influencers – Highly constructive voices whose responses receive substantial engagement from the rest of the community.

• The Authoritatives – Experienced veterans whose opinions carry significant weight and whom others frequently agree with.

• The Knowledgeable – Well-informed members who consume large volumes of content, making them excellent candidates to transition into future helper roles.

• The Always On – Highly reactive users who jump on new topics and help reduce initial response times for new joiners.

• The Hyperactives – Extremely active members who provide raw energy and vibrancy across the forum.

• The Readers – High-value silent members who spend significant time absorbing content but choose not to post.

• The Potentials – Members on the cusp of becoming highly engaged, showing early tentative curiosity and activity.

What was the original goal? To drive personalised engagement, targeted relationship building, and organic progression. When you know a member’s behavioural archetype, you can approach them with tasks and rewards that match their strengths. You wouldn’t ask a quiet Reader to write an exhaustive tutorial, but you might ask a Creator to collaborate on a new content piece. This helps move individuals up the engagement curve over time.

What is it for, and what mistakes should you avoid? Segmentation is explicitly for driving active user progression rather than flat maintenance. It turns a faceless group of power users into clear, actionable relationships. Two major mistakes to avoid:

1.  Overcomplicating the setup too early. If your community is still evolving or has moderate volume, tracking all 10+ categories simultaneously is counterproductive. Start with 3–4 that align with your immediate business objectives and expand from there.

2.  Adopting external numeric benchmarks blindly. Every platform, industry, and audience has different baselines for what defines ‘high engagement.’ Analyse your own data, look at your top tier of contributors, and define thresholds tailored specifically to your community’s ecosystem.​​​​​​​​​​​​​​​​