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A Year In the Life of a Community Manager

Written by Lauren Wolfe | on November 6, 2014 at 3:00 PM | 6 minute read

Our guest blogger, Ryan McKeown, is an implementation project manager at Higher Logic. He focuses on helping new clients through the building, implementation and launch for their community sites. Ryan's post from Super Forum was originally published on Higher Logic's Users Group (HUG) blog.

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Topics: Online Community Management, Online Community

It's Not All About You: Is Company-Centric Communication Hurting Your Online Community Engagement?

Written by Katie Bapple | on November 6, 2014 at 8:55 AM | 2 minute read

There is a way to communicate smarter and it's quite simple - take your company out of the conversation.

It remains a common practice for companies to use traditional marketing tactics that inundate people with messages of product superiority and boastful "us v. them" claims. But customers generally don't care about what they can do for an organization, they care about what an organization can do for them.

According to a Nielsen Global Survey, up to 77% of people are influenced by word of mouth from close personal connections when making a purchasing decision, compared to 34% who are influenced by the ever-present promotional email.

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Topics: Engagement, Communications, Online Community

How to Improve Customer Satisfaction By Getting More Customers to Trust You

Written by Joshua Paul | on November 4, 2014 at 8:30 AM | 5 minute read

It's no secret that Socious runs many of its marketing programs and blog on the HubSpot platform. We use their marketing and sales tools extensively and I've personally been using their platform for over four years. That's why I was especially excited about some of the new features announced at HubSpot's Inbound conference in September.

One feature in particular that caught my eye was the calendar function. It allows you to manage all of your blog posts, email campaigns, and social media postings in one place. This makes scheduling easier so you can make sure all of your messages and content are spaced appropriately and nothing falls through the cracks. In theory, it all sounded great.

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Topics: Customer Success, Online Community, Marketing Automation

The 7 Ways to Source Members for Your Organization's Online Community

Written by Katie Bapple | on October 30, 2014 at 10:25 AM | 4 minute read

Over time, members will leave your online community. Though you might be a throwing down some serious online community strategy, abandonment is simply unavoidable. People simply lose the need that your community fulfilled by changing jobs, losing interests, retiring or other inevitable life events.

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Topics: Online Community Management, Member Engagement, Online Community

Creating Great Content Through Your Community

Written by Hunter Montgomery | on October 29, 2014 at 12:00 PM | 2 minute read

Online communities pride themselves on bringing innovation to the member experience. To be an innovator in the community space means tackling new ways to communicate and offering useful content to members on a regular basis. Some of the best content creation ideas come from our own clients. Check out Higher Logic's top five for content creation that you can implement right away.

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Topics: Online Community Management, Marketing, Associations, Online Community

Everything You Need to Know About Careers in Community Management [Infographic]

Written by Joshua Paul | on October 28, 2014 at 8:30 AM | 4 minute read

If you've recently started to consider a career change to community management, chances are you've come up with more questions than answers.

Due to the relatively new need for community management positions, the various roles and responsibilities have gone largely undefined. However, if you have plans to embark on a career in this rapidly growing field, there are certain factors and details you'll need to know to make your plans.

Luckily, our friends at The Community Roundtable conducted an in-depth survey on the "role, compensation and career path of the community professional" to help answer some of the biggest questions surrounding community management careers. Some of their preliminary results have been released in an infographic you can download here.

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Topics: Online Community Management, Online Community

How to Handle Conflict and Controversy in Online Communities

Written by Katie Bapple | on October 23, 2014 at 8:30 AM | 3 minute read

In offline communities, conflict and controversy create socially polarized environments. Negativity monopolizes these interactions because in our own personal lives, they are the very interactions in which we aim to absolve ourselves.

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Topics: Online Community Management, Online Community

The Evolution of Community and the Customer Experience

Written by Mark Lowry on October 22, 2014 at 10:30 AM | 2 minute read

Forward thinking organizations are moving away from traditional help desk models. No longer do customers need to sit and wait for an automated support queue - they can and should expect real-time responses. An integrated service model for customers, including a support portal, social media engagement and an online community, can provide faster response times and give customers and members the option as to how they interact with the organization. In addition, the idea of crowd sourcing content for a robust knowledge base from your best experts, your customers, has taken hold.

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Topics: Customer Communities, Customer Experience, Customer Engagement, Online Community

5 Proven Private Online Community Strategies for Associations

Written by Joshua Paul | on October 21, 2014 at 11:03 AM | 5 minute read

Associations and other nonprofit membership organizations are already natural communities. This makes building a community online a common sense decision for most association executives.

However, there is more than one way to leverage a private online community. Since every association's mission, priorities, and capacity are different, their abilities to capture the opportunities that building communities presents are also unique.

How associations leverage their online communities depend on the overall purpose of their community, which are based on the organization's overall goals. This may include:

  • improving retention
  • increasing the value of member benefits
  • keeping member engaged
  • educating the public
  • boosting advocacy toward a legislative initiative
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Topics: Member Communities, Online Community

3 Easy Ways to Create Content for Your Online Community

Written by Katie Bapple | on October 16, 2014 at 9:26 AM | 3 minute read

Let's face it, sometimes brainstorming new content for your online community can feel like an absolute chore. Over time, not only is it easy to run dry on new, genius-invoking ideas, but finding the required time each day to produce both thoughtful and thought-provoking material  in mass can start to feel like your boss handed you a Sharpie and asked you to recreate the ceiling of the Sistine Chapel in their office. Impossible.

Content creation doesn't have to weigh down your day. In fact, once you measure the results of your efforts, it can't be quite rewarding. The solution is never to cut down on the volume of content you create to offset the agony, but rather to simplify the process. Yes, creating content can be simple!

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Topics: Online Community Management, Online Community

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