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Tension in Your Community is Good

Written by Molly Talbert | on December 21, 2015 at 10:00 AM | 3 minute read

Wouldn’t it be wonderful if everyone just got along? It’s nice to daydream, but it’s not going to happen (and who wants smooth sailing all the time, anyway?). As a community manager, it can be tempting to tiptoe around members and quash any bubbling conflict, tensions or heated debates. After all, you’re trying to cultivate a welcoming, supportive environment, right?

Although you’re coming from the right place -- a place where you care about your members and the community’s longevity -- it’s actually a disservice to quell all the tension. One of Higher Logic’s own community managers, Jenny Taylor, wrote about this misconception in a recent blog post. We aren’t saying compromise on respect -- respect is a given -- but tension and differing opinions are important and increase your community’s value.

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Topics: Engagement, Online Community Management, Online Community

How To Actually Hear What Customers Say

Written by Molly Talbert | on December 17, 2015 at 10:00 AM | 4 minute read

Any kid could tell you there’s a difference between just listening and actually hearing. They know right away if a parent is giving them their full attention or if their mind is wandering off into other territory. How do you think kids feel when they know they don’t have their parent’s full attention? Maybe frustrated, annoyed, like their time isn’t valued.

Distracted listening doesn’t just happen between parents and children. It can happen in your community and make your members or customers feel unvalued and not worth the community manager’s time. That’s the last thing you want.

Listening to your members or customers and actually hearing what they say is critical. Not only will they feel validated and contribute more, but you’ll learn more about what makes them tick. This is invaluable to you -- it’ll help you cater to them and create better products.

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Topics: Customer Communities, Customer Support, Member Engagement, Online Community, Marketing Automation

The 10 Most Popular Member Engagement Articles of the Year

Written by Nick Davis on December 17, 2015 at 9:00 AM | 4 minute read

As 2015 draws closer to an end, I think that most of us are probably asking ourselves the same question: Where did that year go?

Socious pumped out a lot of relevant and useful information in the past year to help you strengthen customer relationships and build more active online communities. We published so many new tips that it may have been difficult to get to it all.

So, with that in mind, we've compiled the top tips from the year in one place. Here are the most read articles from 2015 written specifically to help associations and other member-based communities.

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Topics: Member Engagement, Associations

5 Easy Actions to Take to Increase Member Engagement Next Year

Written by Christina Green | on December 16, 2015 at 8:30 AM | 4 minute read

This time of year is a whirlwind of activity on most people's calendars. If you're like me, you're extra busy wrapping up the goals set forth for this year, evaluating what worked and what didn't, and planning what can be accomplished with the upcoming year.

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Topics: Member Engagement

6 Examples of Thriving Communities That Community Managers Can Learn From During the Holidays

Written by Nick Davis on December 15, 2015 at 1:08 PM | 4 minute read

All year long, we talk about building community and the impact that active communities can have on our organizations. However, sometimes the concepts and benefits that community strategies deliver can feel a bit abstract.

To make community management more concrete, it can be helpful to pull lessons from the communities around us every day, and at no other time of year are communities more valuable than the holidays.

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Topics: Online Community Management, Online Community

The Link Between Community Managers and Community Organizers

Written by Molly Talbert | on December 15, 2015 at 9:00 AM | 4 minute read

As a community manager, it may feel like you’re often breaking new ground, trail-blazing through an innovative profession. And you are. It’s a relatively new job force and there aren’t many forebearers for you to look back on.The very idea that you could have a collaborative community online was in its infancy in the mid-’90s (discounting old listservs and forums popping up since the 1970s), and didn’t really begin to take off until the 2000s (...guess MySpace was good for something). Although it’s a robust profession now, without much history, where should you look to gain inspiration when you need it.

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Topics: Online Community Management, Online Community

Nine Characteristics of Online Communities That Work

Written by Lindsay Starke | on December 14, 2015 at 10:30 AM | 6 minute read

I started my session at this year's Super Forum with the same line I use to start my Higher Logic Academy presentations and my consultations with clients: Community management is not a one-size-fits-all discipline. Different strategies will work for different communities. And if anything I say feels like it doesn't fit with your community demographics or organizational goals, then throw it out.

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Topics: Online Community Management, Online Community

Are You Really Ready for an Online Community?

Written by Molly Talbert | on December 10, 2015 at 8:00 AM | 4 minute read

You’re thinking of getting a community. Everyone is talking about how great they’ll be for your organization, so now you’re looking into it. In the era of social media when everything is accessible online, it’s inevitable for many organizations to turn to private, cloud based communities. There are many benefits for both customers/members and organizations.

Although social media is very prevalent and widely used by most organizations, online communities are new. Understandably, figuring out if you really need one can be difficult.

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Topics: Online Community Management, Online Community

How Can Your Executives Help Your Community Managers?

Written by Alexia Roseliep on December 9, 2015 at 8:30 AM | 2 minute read

When planning a community, it can be hard to distinguish just how your organization's executives can support the community manager in building a successful customer community.

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Topics: Online Community Management, Online Community

Should Your Community Get an App? [Infographic]

Written by Molly Talbert | on December 9, 2015 at 8:30 AM | 1 minute read

Having a place where your members can always share ideas and questions is the ideal engagment tool. But what's the best way to gather those members when they're on the go -- should you invest in an app or stick to web design improvements? We've streamined the throught process to make your decision easier.

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Topics: Member Experience, Online Community Software, Online Community

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