Higher Logic Acquires Kavi: Powerful Collaboration for Thriving Communities
FEBRUARY 16, 2017
2017 is shaping up to be our best year yet! Last month we announced our acquisition of Socious, bringing the best minds in member engagement together to lead in product innovation and the community industry. Now we can’t wait to introduce the newest member of the Higher Logic community family: we have acquired Kavi, an online collaboration software company. Community and Collaboration.
Higher Logic Acquires Socious: Building Better Communities Together
JANUARY 18, 2017
We’ve been busy here at Higher Logic - last September we announced our spot as a Leader in the inaugural IDC MarketScape : Worldwide Online Communities 2016 Vendor Assessment, as well as our new investment and partnership with JMI Equity. The IDC report notes that building relationships with customers will be the most important business priority over the next 12 months. And we’ve done just that!
What We Love About the New Business Impact of Online Communities Study
FEBRUARY 10, 2017
According to the new Business Impact of Online Communities Study by Leader Networks, which surveyed hundreds of communities, about 35 percent of community leaders surveyed said they lack meaningful metrics to report success in business terms. That’s a sizeable number. And 25 percent says it’s a large impact. Download The Business Impact of Online Communities Study here. Apparently, not quite.
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?
LEGO: Don’t End Your Community
JANUARY 26, 2017
Is an online community ever too big to fail? Unfortunately, just like everything else, no. In fact, LEGO Message Boards (LMB), a vibrant online community for LEGO enthusiasts, is being permanently shut down and deleted this March. If you don’t manage it properly, you risk failure. LEGO enthusiasts are not happy. As great as LEGOs are, I’m not an enthusiast the way everyone on its community is.
How to Engage Members Without Desk Jobs
JANUARY 19, 2017
How do you engage members who don’t sit in front of a computer all day? If your community members typically sit at a desk most days, an online community fits more easily into their routine. Not to mention, it’s usually easier to upload materials, reply to discussions and just check in when you’re at a desktop. Here are three ideas to help spur on-the-go engagement: 1. Time your posts. Download the.
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?
The Bigger Community ROI Picture
FEBRUARY 7, 2017
In the community building space, we spend a lot of time talking about return on investment (ROI). It makes sense, after all - community platforms are a big investment, from purchasing the software to implementation and upkeep. You need to make sure there is a major return on this investment so that the platform is beneficial for everyone involved - from users to admins to the entire organization.
Building Inclusive Online Communities
JANUARY 10, 2017
What would happen if you asked me for my email address and I told you it was email@example.com? 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?
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.
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
Six Reasons to be Excited for the 7th Annual Higher Logic Super Forum
OCTOBER 19, 2016
We are so excited for Super Forum - this year it’s November 14 and 15. Since this is our seventh one, we have big things in store -- you won’t want to miss out! Here are just a few things I’m personally excited for: Results Driven theme. This year is all about getting results -- for your team, your organization, and your community members. Get ready to take a lot of notes. New location. Networking.
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.
The 2016 Super Forum Community Expert Panel: Highlights
NOVEMBER 28, 2016
We were honored to host four renowned community thought leaders at this year’s Super Forum. It was a vibrant discussion that included data versus passion in community, engagement as it relates to retention, the state of community management, and influencing community behavior. Rachel Happe , Co-Founder and Principal of The Community Roundtable. Richard Millington , Founder of FeverBee.
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!
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.
How to Build the Business Case for Your Association’s Online Community Strategy
FEBRUARY 14, 2017
You’ve spent countless hours interviewing members and pouring over data. You’ve researched techniques, combed the internet for tools, and finally come up with a solution. The best way for your association to provide long-term value to members is with an online community. It’s perfect. Why is an online community better than a conference or a members-only magazine? Isn’t there a cheaper option?
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.
Four Community Newsletters You Need to Subscribe To
JANUARY 26, 2017
Where do you turn to for information? Community management is a growing industry, with more resources than ever before - but sometimes it can be hard to find the golden nuggets within the ever increasing sea of content. Although some might think them old-school, email newsletters are having a renaissance. It doesn’t matter what the subject is, there is a newsletter out there for it. Community.is.
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).
Successful Communities Give Up Power
DECEMBER 28, 2016
It may sound counter-intuitive, but it’s true - successful communities give up power. No, that doesn’t mean they throw out their community guidelines and nix all the rules - a certain amount of structure is important. But over-management is sure to kill engagement, which is the last thing you want. But what does the balance between no management and micromanagement look like? Totally organic.
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.
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?
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.
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.
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.
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?
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
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?
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
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.
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.
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.
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?
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.
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.
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.
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.
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?