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Yes, We Opened That Can of Worms

Written by Jenny Taylor | on December 7, 2016 at 8:00 AM

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Topics: Community Management

Meet Your Community Manager: Will Machin

Written by Molly Talbert | on December 6, 2016 at 8:30 AM

Ever wonder who the people behind the curtain are here at Higher Logic? We're introducing you to our community managers. They’ll talk about why they love community management, helpful resources to use and weigh in on the dog versus cat debate (as you can see, this is serious stuff…).

In this sixth installment, we’re introducing our newest community manager, Will Machin.

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Topics: Community Management

Protech Associates Creates “Tier 1 Support on Steroids”

Written by Caitlin Struhs | on December 5, 2016 at 8:45 AM

Protech associates creates a tier 1 support community on steroids

Based in Columbia, Maryland, Protech Associates, Inc. provides cloud association management software powered by Microsoft Dynamics CRM and run on the Microsoft Azure cloud. The organization has dedicated more than 30 years to exclusively serving the association community and is continuously looking for ways to improve the products and services it delivers.

In early 2015, Protech realized it needed an online community to enhance its customer support experience. Protech Director of Customer Care Matt Bruffey spearheaded the project, which has become one of Protech’s most valuable benefits for its customers.

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Topics: Community Management, Engagement, Marketing

How Should You Measure Your Community's Engagement and Satisfaction?

Written by Andy Steggles | on November 30, 2016 at 9:00 AM

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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? This is when the impending flood of metrics advice and tools looms again. This is when we need to take a step back and define what community success is. To do that, engagement and satisfaction should be separate.

Celebrate and encourage engagement. Focus on collecting and tracking customer feedback. Measure both to see satisfaction trends.

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Topics: Community Management, Engagement

The 2016 Super Forum Community Expert Panel: Highlights

Written by Caitlin Struhs | on November 28, 2016 at 8:30 AM

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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.

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Topics: Community Platforms & Updates, Communications, Community Management, Engagement

Is Your Community Charitable?

Written by Lauren Wolfe | on November 22, 2016 at 10:30 AM

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Thanksgiving kicks off the holiday season. At Higher Logic, we have a lot to be thankful for this year. We were reminded of this last week during our seventh Higher Logic Super Forum - we have so many awesome clients!

As important as it is to be thankful, we’ve been thinking about how to give back using the power of community - especially the online communities we spend our days building, which have so much potential for good.

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Topics: Volunteerism

How the Customer Support Funnel Works for an Online Community

Written by Hunter Montgomery | on November 17, 2016 at 3:30 PM

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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. So, what shape should you use? How are you getting people engaged in the first place, and how do you make them stay?

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Topics: Engagement, Marketing

The Objectives Behind Creating Your Online Community

Written by Lauren Perkins | on November 15, 2016 at 8:30 AM

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Creating a community may seem like a daunting task. This month we will describe some of the main objectives that will help streamline the process. If you already have a community, these objectives can help you validate the value while re-grounding your team and stakeholders.

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Topics: Communications, Community Management, Engagement, Marketing

Your Online Community Needs a Mission Statement

Written by Heather McNair on November 9, 2016 at 8:30 AM

Your online community needs a mission statement

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. For communities, it’s the impetus that drives micro-actions, like sending a tweet or recommending an answer, to long-term commitments, like becoming a volunteer moderator.

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World Usability Day: A Day to Be Celebrated

Written by Lauren Janik on November 8, 2016 at 8:00 AM

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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.

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Topics: Community Platforms & Updates, Communications, Engagement

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