How to Make Your Events More Inclusive
JANUARY 3, 2017
"Anyone can come to our event." That’s what we tell ourselves - we the people who program and labor over our events. We don't bar anyone from joining the fun, and the only barrier may (or may not) be a ticket price or alcohol-related restrictions around age. When we do price our events, we make sure they're affordable for our demographic and right along with our competitors’ prices. Who's missing?
Three Analytics Community Managers Need to Track
JANUARY 17, 2017
When it comes to analytics and KPIs, it can be hard for community builders to know exactly what to focus on. Some platforms have dashboards that display the ins and outs of the community, but some community managers work with simpler social media networks, or painstakingly pull Excel spreadsheets with tons of raw data. But what are the important numbers for you to focus on at any given time?
Building Inclusive Online Communities
JANUARY 10, 2017
What would happen if you asked me for my email address and I told you it was firstname.lastname@example.org? How might your perception of me be shaped by that one piece of information? What if I told you it was a gmail address? Would that draw any reaction at all? If we’re honest, we all know that we routinely draw multiple, broad conclusions from a single piece of information. So, how do you begin?
Harley Davidson Stumbled Upon Community (And it Saved Them)
DECEMBER 19, 2016
What makes a Harley Davidson motorcycle special? You don’t have to be a motorcycle enthusiast to answer this question - almost anyone can name something. Harley bikes have a distinct sound, look and feel. Even if you’ve never been on one, they’re an iconic part of American culture. But it didn’t used to be that way. Why Buy a Harley? But at the end of the day, what really influences your decision?
Five Social Media Marketing Trends for 2017
DECEMBER 27, 2016
In social media marketing, whenever a door closes, another one has opened. Changes in technology constantly give marketers new opportunities while making old options obsolete. The quicker your association adapts, the better you will be at using social media to your advantage. As 2017 approaches, be prepared for: 1. Increase Image Messaging. Vying for Attention. Accelerated Automation.
Dynamic Communities Spurs Engagement and Conversation for Microsoft User Groups
OCTOBER 10, 2016
Dynamic Communities, Inc. is the administrative organization behind professional software user groups such as the Dynamics AX User Group (AXUG), the Dynamics GP User Group (GPUG), the Dynamics CRM User Group (CRMUG), the Dynamics NAV User Group (NAVUG), and more. In total, more than 95,000 members participate in Dynamic Communities-managed user groups. The Need to Improve Member Networking. Growth.
Super Forum After Hours: What DC and Arlington Have to Offer
NOVEMBER 1, 2016
How well do you know our nation’s capital? Beyond housing the President and being the epicenter for American politics, DC has so many fun things to do! While you’re in the area visiting for Super Forum , we hope you have time to at least quickly explore DC and the surrounding areas. The Higher Logic team is proud to call it home, and we love to show off our town. Take in the sights via Segway!
How Should You Measure Your Community's Engagement and Satisfaction?
NOVEMBER 30, 2016
If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone. But we do have to measure our community activity and member behavior to get a handle on customer satisfaction. The health of a community is dependent on the health of customers’ interactions and feedback. So we’re faced with two questions: what should we measure, and how? Logging into the community.
The Wikipedia Effect: Why People Volunteer
JULY 27, 2016
Wikipedia is one of the best examples of user generated content on a massive scale. Almost the entire site -- one of the most used websites in the world -- is content made by extremely dedicated volunteers. It’ the only way Wikipedia, a non-profit funded by donations, could survive -- they depend on volunteers for their entire existence. But how do they do it? It was a simple study. Engagement
A Gaming Company Tamed Toxic Trolling - What They Learned Could Help Your Community
JANUARY 12, 2017
How do you change the behavior of millions of community members? That’s the problem Riot Games had to solve with their game, League of Legends when they realized that antisocial behavior - like gamers using racial and homophobic slurs with each other - had reached toxic levels. League of Legends has 67 million players (27 million a day) and grossed an estimated $1.25 They were on the right track.
The C-Suite's Role in Social Media
OCTOBER 5, 2016
Social media has undoubtedly gained an increasing role in the business community. For any organization, the importance of social media is right up there with any other marketing strategy. However, are there reasons for business executives to have their own presence on social networks? The answer is a resounding, YES. If your organization is on social media, you should be too. Build brand and trust.
PREVIEW: Key Findings from the 2016 Community Benchmarking Study
DECEMBER 20, 2016
How has community engagement evolved, from setting benchmarks to developing custom measurements for your organization? recently previewed our 2016 Community Benchmarking Study, and the overarching theme is clear: effective community management can positively influence member behavior. This is where our Engagement Benchmark Score (EBS) provides some great insight. Messages to members.
How the Customer Support Funnel Works for an Online Community
NOVEMBER 17, 2016
Funnels, chutes, hourglasses - they’re all used to help us plan the customer’s journey with our organization (or maintain a particularly organized baker’s kitchen - depends on your audience). There are tons of models and terms we can use when we talk about customer acquisition, and getting people to engage with your brand or organization. Online communities are no different. Retention. Advocacy.
Have You Seen the IDC MarketScape Report on Online Communities?
SEPTEMBER 21, 2016
Online communities are all about getting relevant, ongoing conversations to customers quickly and easily. The community industry is quickly becoming a frontrunner for the customer experience, with an emphasis on the growing importance of communities for customer relationships, feedback, and support. IDC is an analyst firm that focuses on the high tech market (similar to Gartner and Forrester).
Protech Associates Creates “Tier 1 Support on Steroids”
NOVEMBER 10, 2016
Based in Columbia, Maryland, Protech Associates, Inc. provides cloud-based association management software powered by Microsoft Dynamics CRM. In early 2015, Protech Associates Director of Customer Care Matt Bruffey recognized the need to improve the customer support experience. Our support was really a communications black box,” said Bruffey. Implementing Higher Logic. Launching the Community.
Know Your Audience: Create a Community Editorial Calendar
DECEMBER 21, 2016
Content creation - and managing user generated content creation - is a big part of being a community builder. But how do you manage your content in an organized way that increases engagement? The key is creating a community editorial calendar, which is what Georgina Cannie of The Community Roundtable talked about at Super Forum 2016. Bring consistency and increase engagement. Community Management
Use Triggers to Drive Action and Shape Behavior
NOVEMBER 3, 2016
How does Facebook get over a billion users to do exactly what they want? Although they’re a social network, not an online community, they’re masters at engaging and building loyalty -- and creating an addicting, FOMO -inducing platform. So how can you get your community members to do what you want? This is an age-old question for community professionals. Chain reaction. Sound complicated?
Should Lurkers Be Called 'Lurkers'?
OCTOBER 12, 2016
Would you rather be called a ‘lurker’ or a ‘wallflower’? Language is an important factor when creating an online community. Developing specific words or phrases can deepen a sense of community amongst your members, giving them the feeling of being on the “inside” or part of an exclusive group. Which leads us to this question: should we call lurkers ‘lurkers’? Are lurkers doomed from the beginning?
Build a Better Organization with Community
JUNE 28, 2016
Community will help your customer relationships -- they’ll feel more connected to you and to other people who use your product. But will community help your entire organization? You bet. When your organization fully embraces an online community, bringing every single customer into the fray, the beneficial effects of community trickle down into ever aspect of the organization. Retain customers.
What 15 Year-Olds Can Teach Organizations About Content Strategy
NOVEMBER 9, 2015
This guest post is by Jill Andreu, Naylor’s vice president of content strategy and development. Jill is responsible for the overall strategy, direction, leadership and management of Naylor’s editorial department. colleague recently told me a story about how his 15-year-old daughter carries out her content strategy on Instagram. She doesn’t call it content strategy. Who is your audience? Really?
Establishing the Business Value of Online Communities
SEPTEMBER 28, 2016
We can all agree that every organization's CEO and leadership team is accountable for determining what adds value to the business. The very best ones are focused on creating and delivering value for all stakeholders inside and outside of the organization. It is natural that the first question they ask when we talk about community is: Can community affect the bottom line? And if so, how?
Is Small Data the Next Big Thing?
SEPTEMBER 8, 2016
Most people aren’t skilled woodworkers -- but almost anyone can build an IKEA dresser. That’s how intuitive the company’s design and instructions are. And it’s no accident that its furniture design is incredibly attuned to users’ needs. IKEA pays very close attention to consumers and can predict their behavior, from what they’ll furnish their home with to how they’ll assemble and use each item.
Community Enhances Your Product Enhancements
JUNE 22, 2016
It’s simple: online communities are the most efficient tool for knowing what your customers think, predicting what they’ll do or need, and retaining them for the long-term. And that all adds up to a better product. When you listen to your community and respond to feedback, not only do you understand your customers more, but you can take that knowledge to improve what they already love. Engagement
Your Growing Organization Needs an Online Community
JULY 12, 2016
Ok, here’s the question: what do member retention, organizational growth and your website all have in common? Answer: community (that is, if you have one). Online communities aren’t just for enormous, multinational companies -- small organizations need them, too, just as much as the behemoths do. Build your online footprint. That’s why search engine optimization (SEO) is so important. Two-in-one.
Customer Success Should Strive for Empathy - And Community Helps
JUNE 14, 2016
Here’s the situation: you can’t figure out the new software your company is making you implement. You call customer success and get this response: “Sounds like you’re in a tough position and have lots to learn. How can I best help you figure out this software so you can do your job?”. That’s empathy. You work through your current troubles and feel much better. That’s sympathy. What is empathy?
What Is an Online Community?
AUGUST 18, 2016
In 2016, many executives and organizations understand that building online communities for their constituents to learn, share and collaborate is critical for growth and relevancy. They know that successful online communities can help them engage and inspire everyone -- customers, partners, members and prospects. Optimal customer experience. Your customers have high expectations. Engaging everyone.
Changing Behavior and Creating Value
JANUARY 13, 2016
What makes a community valuable? There are a lot of combined factors that create value, but a big one is member behavior -- how do people act when they’re in your community? Member interaction can tip the scales of your community in either direction, towards success or catastrophe. What if your members aren’t doing what you want? The Fitbit Method -- Getting Feedback. It’s like a Fitbit, she said.
Letter to MailChimp: You Spoke Too Soon
MAY 9, 2016
Dear MailChimp, In 2012, you wrote this blog post , explaining why you were shutting down your customer community, The Jungle. You said that customer communities weren’t growing, that yours was unwieldy and that better alternatives existed. We disagree. Now, with the power of hindsight, we think you should bring back your old customer community, The Jungle. Here’s why: 1. You were short sighted.
Three Reasons You Need a Dedicated Community Manager
NOVEMBER 3, 2015
At first glance, an online community appears to be a harmless task to add to a worthy colleague's plate. For example, if the membership manager already speaks to your members every day, doesn't it make sense for that person to take over the responsibility of the online community? Isn't the community just moving your everyday conversations online? Make your community measurably more successful.
Pokémon Go -- The Community for Everyone
JULY 18, 2016
Have you heard about this new game, Pokémon Go? hear it’s kind of a big deal.OK, I have to come clean, and this is possibly the most embarrassing thing I could admit in a public forum: in 1999, when the first Pokémon movie came out, my best friend and I dressed up as two of the main characters, carrying a Pikachu, and went to our local movie theater. love Pokémon. And I love Pokémon Go. So what?
The Data Approach to Community
AUGUST 22, 2016
Predicting your community’s behavior can be hard. Many organizations find themselves guessing at member information, outreach and retention tactics. But the data is all there – in fact, you probably already have a plethora of data to help you draw conclusions about member predictors. It’s taking that data to the next level and organizing it that can seem daunting. Data: the fear of starting.
Yes, We Opened That Can of Worms
DECEMBER 7, 2016
It’s fun talking about community strategy at the 50,000 foot, theoretical level, but sometimes you need to dig in and ask the nitty gritty questions. At Super Forum 2016, Higher Logic’s team of six community managers did just that in a two part break out session, “Let’s Open a Can of Worms.” We dove right into the weeds of many topics that community builders deal with every day. Call them!
Hype Your Community Launch
AUGUST 3, 2016
Launching your new community is a big deal. A lot of work went into it and everyone has high expectations for the community. Since community spaces are new, you can’t necessarily expect mass adoption from everyone the second you open the doors. But you can expect people to be interested and excited to see what the community is all about when you launch. Here are a few tips: 1. Engagement
World Usability Day: A Day to Be Celebrated
NOVEMBER 8, 2016
There seems to be a “day” for everything. There’s National Groundhog Day. I’m writing this blog on Use Your Common Sense Day. And who doesn’t love International Talk Like a Pirate Day ? There are also days that should be taken more seriously, such as World Cancer Day and Giving Tuesday. There are even days to celebrate things you love, such as World Jazz Day. And the list goes on.
What Three Things Motivate Community Members?
JANUARY 5, 2016
How do you create loyal users? That’s the million dollar question (or $245 billion if you’re Facebook). Last year, I read this TechCrunch article about how to create loyal users in today's sea of options. A big piece of the puzzle is gamification, and I was impressed with the way the article boiled it down using real life examples. The Right Rewards. But not just any rewards work. What happened?
User Experience and Accessibility
FEBRUARY 16, 2016
All aboard the community platform! If you want everyone in your organization to engage on your community, you need to make sure it’s accessible for everyone, including people with visual impairments or physical impairments that prevent them from using a mouse. All websites should strive to achieve accessibility principles. So how do you make sure your website is as accessible as it can be?
Why Taking Breaks Is Crucial for Community Managers
JUNE 16, 2016
Being a community manager is extraordinary and exhausting. You get to connect and create, but you’re also drowning in information. Comments, requests, questions, emails. Notifications whooshing around at 90mph, all day. KPI’s and ROI. Everyone demanding attention, needing you to listen, to fix, to respond, to cajole, to soothe, to champion. Some days it’s total overload. It’s rewarding, but tiring.
Make Your Community a Habit
SEPTEMBER 12, 2016
What was the first thing you did when you woke up this morning? If you’re like me, you may have instinctively rolled over and grabbed your phone to check your Facebook news feed. Once I login, I post comments, respond to friends, and share content. Wouldn’t your community benefit from this level of engagement from your members? This type of engagement doesn’t come naturally and is not accidental.
Your Online Community Needs a Mission Statement
NOVEMBER 9, 2016
One defining characteristic of a leader is having a vision for the future, describing that future and creating excitement around its possibility so everyone works together to make it real. That’s what a mission statement is -- it’s that vision for a better future everyone can rally around. Google’s Grand Mission. Without it, would Google be able to succeed with so many seemingly independent parts?
Community Leadership: Getting Everyone to Participate
JULY 25, 2016
Leadership hype always focuses on the C-suite – are your executives on social media? Do they have direct contact with customers or community members through formal feedback systems or a product advisory board? Do they understand shared value for your community initiatives? But here’s another consideration: have you ever tapped leadership beyond the C-suite? Community maturity and executive support.