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Posts about Community Management

Should You Remove Negative Reviews from Your Community?

Written by Molly Talbert | on March 23, 2017 at 8:30 AM

Should you remove negative posts from your online community?

You went out to dinner and had a horrible experience. What do you do? Many people would go to a site like Yelp and post about how the food was late, cold, and over-priced. Hopefully the restaurant either sees your review and apologizes, or a future customer decides to eat somewhere else.

The truth is, consumers trust peers, even if they find that advice online. According to Jay Baer’s book, Hug Your Haters, 80 percent of American consumers say they trust online reviews as much as personal recommendations. People are swayed by online reviews even if they don’t know the person who wrote it.

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Topics: Community Management

Why You Should Be Measuring Community Vibrancy

Written by Julie Dietz on March 21, 2017 at 8:30 AM

Online community vibrancy and member engagement metrics are critical to getting business results.

Charisma, drive, perception – all so-called "soft skills" essential in today’s workplace. Yet despite being widely known and valued, soft skills take a back seat to more defined skills like writing or expertise in Excel. Those are the skills employers use to grade your resume.

But how far will Excel get you if you can’t get along with your coworkers or persuade your boss to try a brilliant new idea? While considered less weighty than other skill sets, soft skills are critical for success.

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Topics: Community Management

Improve Your Customer Retention Program with an Online Community

Written by Molly Talbert | on March 16, 2017 at 8:30 AM

 Improve your customer retention program with online community

Many people ask how online communities can bring in new customers. It’s important, but communities aren’t just about growing your customer base. Part of a community’s value comes from something else - retaining existing customers.

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Topics: Community Management, Marketing

How to Increase Participation in Your Online Community Using Social Psychology

Written by Julie Dietz on March 14, 2017 at 8:30 AM

These social psychology tricks will help you increase online community participation.

I’m miserable at all types of computer coding, but I learned basic HTML at my first job out of college – not because I wanted to learn, but because all my colleagues knew HTML. They thought I should too and every day they’d remind me to try Codecademy for free lessons. I gave in and started studying. A few months later, my new HTML skills led to a raise. Eventually, they even landed me a better job.

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Topics: Community Management

Bringing Real-Life Neighborhoods Online: NextDoor’s Privacy Issues

Written by Molly Talbert | on March 9, 2017 at 8:30 AM

Bringing real-life communities online - NextDoor's privacy issues

NextDoor reinvented the idea of a neighborhood listserv, and turned what used to be mass emailing into an online neighborhood community. To join, you simply confirm your address via credit card, phone number, or a postcard sent to your house. Once you have access to your neighborhood community, members share all sorts of information, such as garages sales, lost and found items, break-ins, or information about local elections.

It’s an empowering concept that has taken off - as of June 2016, over 100,000 neighborhoods in the United States had joined NextDoor. The idea of real places informing online spaces worked to NextDoor’s advantage.

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Topics: Community Management

Meet Your Community Manager: Katie Bapple

Written by Julie Dietz on March 2, 2017 at 8:30 AM

Want to know who's managing your online community? Meet Katie Bapple.

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 seventh installment, we’re introducing our newest community manager, Katie Bapple.

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Topics: Community Management

6 Quick Website Tweaks that Make a Big Impact

Written by Julie Dietz on February 28, 2017 at 8:30 AM

These six website tweaks help you get more visitors and improve the online experience.

If you watch budget design shows on TV, you know that one of the designers’ favorite tricks is paint. It’s cheap, fast, and gives a whole new look to furniture and walls. Rarely do you see a makeover on a budget that doesn’t at least paint an accent wall. White walls hardly ever remain white.

Websites are the white wall of your marketing plan. You can make little changes to pique people’s interest and move potential customers and members further down the sales funnel.

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Topics: Community Management

The Role of Online Communities and Customer Portals in Sales Enablement

Written by Mark Lowry on February 23, 2017 at 8:30 AM

Customer portals and communities play six key roles in enabling sales.

Sales professionals are some of the smartest, most people-savvy individuals you’ll ever meet. They can read your tone of voice, body language, and dig into your deepest needs to find the best product or service to meet them.

In the past, salespeople did all this either in person or over the phone. It’s certainly easier to read body language when you can see someone. But today, sales professionals don’t always need to meet prospects for lunch or call them to get the ball rolling. Now they can jumpstart the sales process – dare we say turbocharge it – by using online tools.

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Topics: Community Management

Lessons From the (Long) History of Online Communities

Written by Molly Talbert | on February 20, 2017 at 8:30 AM

Lessons from the (long) history of online communities

Some people think that online social networking began with Facebook or MySpace - but they couldn’t be farther from the truth.

Even before the invention of the World Wide Web in 1989, people used the internet - a massive network of computers - to congregate virtually. (Believe it or not, there is a difference between the internet and the web.) Communities sprang out of that connectedness - communities such as The WELL, UseNet and ARPANet, which began as early as the ‘70s and ‘80s.

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Topics: Community Management

How to Build the Business Case for Your Association’s Online Community Strategy

Written by Andy Steggles | on February 14, 2017 at 8:30 AM

There are 6 steps to explaining the business reasons behind your online community.

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. You can increase non-dues revenue with an online store, deliver benefits with user-generated content, and engage members with discussion forums and blog posts.

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Topics: Community Management

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