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How Monitoring Your Online Community Can Lead to Big ROI (plus 9 other resources)

Written by Kaila Timmons on April 1, 2016 at 8:30 AM

Every week we aim to make your life easier by compiling the best customer community articles from around the web right here on our blog. This week, our favorite articles focus on providing our readers with tips for skyrocketing your ROI and improving customer experience.

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Topics: Online Community Management

Spring Cleaning - What Parts of Your Community Need Work?

Written by Calista Rollogas | on March 31, 2016 at 9:00 AM

It’s spring, which means it’s time to fine tune your community. What aspects of your community can you improve? Are there any nagging issues you’ve been meaning to work on?

If you run a community, you constantly have to balance two big groups: your members’ needs and your organization’s needs. When deciding what parts of your community need tweaking or a check-in, consider the overlap between those two groups. How will your fine tuning support them?

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Topics: Online Community Management

How to Get Your Association's Board Involved in Your Online Community

Written by Christina Green | on March 31, 2016 at 8:30 AM

In many associations, members look to the board for a stamp of approval. When your board noticeably supports something, your members view that initiative as important because it has the support of the ruling body.

That's why it's necessary to have your board's support for your online community so that it stands out as a solid, effective engagement tool. Without board support for your online community, members could ask why they should invest their time if the association's leadership is not entirely committed.

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Topics: Associations

The Power of Transparency: How BART Responded to Angry Riders

Written by Molly Talbert | on March 30, 2016 at 9:00 AM

Usually, when you tweet a 140 character rant at a public transportation account, nothing happens. If you’re lucky, you’ll get retweeted by someone else. But most likely your tweet just ends up in a feed with dozens of other similarly angry tweets venting about delays and congestion during rush hour.

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Topics: Social Media, Customer Support

Cultivating Community Management with Missouri REALTORS®

Written by Caitlin Struhs | on March 29, 2016 at 2:00 PM

Higher Logic has helped Missouri REALTORS® with building community since April 2012 — that’s when the organization launched its original community, THE LANDING. Since then, Missouri REALTORS® has watched its member community grow and evolve.

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Topics: Online Community Management, Engagement

Hiring a Community Manager: 5 Things You Need That You Haven't Thought Of

Written by Christina Green | on March 29, 2016 at 8:30 AM

So, you want to hire a community manager? There are certainly a lot of candidates available to you. It can seem like a sexy title if you've never held the position. Who doesn't want to play on the Internet all day?

Next to game designer, it's one of those hot careers that a large number of people see as mainly enjoyable versus a grind. But if you're trying to create serious online engagement with your community members, you don't want to hire a lightweight. And to avoid people who love the title, but don't understand the role, you need to lure the right candidates to your company.

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Topics: Online Community Management

Five Ways to Corral Antitrust Violations In Your Community

Written by Jenny Taylor | on March 28, 2016 at 9:00 AM

Your community is a platform for your members to voice so many ideas … but not some.

Antitrust laws are a combination of federal and state laws designed to regulate how businesses operate, in order to keep competition fair for consumers. But depending on your industry, members can get in some sticky antitrust situations if they begin talking about pricing, wages or other insider information. If your members’ chats violate antitrust laws, they could get into legal trouble -- your community included.

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Topics: Online Community Management

Why Human Connections are Critical to Engagement (plus 9 Other Super-Useful #CMGR Resources from the Week)

Written by Kaila Timmons on March 25, 2016 at 8:30 AM

We know you're busy, so we try to make your life easier by compiling the best online community management articles from around the web right here on our blog each week. This week, our favorite articles focus on providing our readers with tips for online community management.

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Topics: Online Community Management, Engagement

Are Negative Comments In Your Community Bad?

Written by Andy Steggles | on March 24, 2016 at 9:00 AM

What happens when a member posts a negative or inflammatory comment in your community?

Negative comments, or "detractors," in your community aren’t a bad thing -- you shouldn’t shy away from tension if you want an interesting, valuable and relevant community. In fact, negative comments are usually a great opportunity for an organization to demonstrate transparency and a culture of openness in a controlled area, rather than in places like Facebook, LinkedIn or Yelp where you have no control.

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Topics: Online Community Management, Engagement

8 Mistakes that Will Ensure You Never Get Management Support for Your Online Community

Written by Christina Green | on March 24, 2016 at 8:30 AM

You are competing with dozens of distractions when it comes to capturing the hearts and minds of your customers, and engagement is in everyone's thoughts because it's one way to get attention in this plugged-in world. Engaging audiences, especially through online communities, can help get your message across in a noisy environment full of people with short attention spans.

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Topics: Online Community Management

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