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Community Platforms & Updates Posts

The Data Approach to Community

Written by Marco Falconi on August 22, 2016 at 9:30 AM | 5 minute read

Predicting your community’s behavior can be hard. Many organizations find themselves guessing at member information, outreach and retention tactics. But the data is all there – in fact, you probably already have a plethora of data to help you draw conclusions about member predictors. It’s taking that data to the next level and organizing it that can seem daunting.

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

NAASF Crowdsources Customer Support and Advocacy with Online Community

Written by Caitlin Struhs | on August 11, 2016 at 8:30 AM | 6 minute read

The North American Association of Subway® Franchisees (NAASF) uses online community to advocate for members and solve industry problems for fast food franchises. Franchisees want to communicate with each other and share resources and best practices, but they don't always want franchisors steering those conversations. NAASF recognized a communication challenge and set out to develop a better system for its franchisees to gather and share knowledge.

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Topics: Community Platforms & Updates, Communications, Customer Support, Customer Advocacy, Online Community

Community Leadership: Getting Everyone to Participate

Written by Calista Rollogas | on July 25, 2016 at 9:00 AM | 4 minute read

Leadership hype always focuses on the C-suite – are your executives on social media? Do they have direct contact with customers or community members through formal feedback systems or a product advisory board? Do they understand shared value for your community initiatives? Most communities fall short in some categories and exceed in others - it’s rarely A’s across the board for executive participation.

But here’s another consideration: have you ever tapped leadership beyond the C-suite?

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

Pokémon Go -- The Community for Everyone

Written by Lindsay Starke | on July 18, 2016 at 9:00 AM | 4 minute read

Have you heard about this new game, Pokémon Go? I hear it’s kind of a big deal.

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Topics: Community Platforms & Updates, Engagement, Online Community

Shaping Community Behavior with Positive Language

Written by Lindsay Starke | on June 7, 2016 at 8:30 AM | 4 minute read

The goal of every community manager is to inspire others to share their stories, challenges, and triumphs. To welcome them into a deeply satisfying and inviting space. So why, when we’re onboarding, do we present new members with a long list of don’ts? All too frequently, conduct guidelines, administrative messages, and onboarding materials end up full of negative language that doesn’t exactly inspire one to engage. “Don’t do this, don’t do that.” Leaving users wondering, “well, what the hell can I do?”

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

Online Communities vs. Forums vs. Portals vs. Knowledge Bases: What's the Difference?

Written by Julie Dietz on May 4, 2016 at 8:30 AM | 4 minute read

What's in a name? When it comes to defining online communities and other customer engagement platforms, it turns out the answer is, actually, quite a lot.  

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Topics: Community Platforms & Updates, Online Community Management, Online Community Software, Online Community

Vendors: Community Friend or Foe?

Written by Heather McNair on April 20, 2016 at 10:30 AM | 4 minute read

Your community is functioning like a dream - organic discussions, engagement through resource-sharing and member-led meetups, a delightfully eclectic thread of the community’s favorite GIFs - and you’re pretty happy with its momentum. Why mess with a good thing? Then vendors start reaching out, with grand ideas to envelop community members with updates, answers and product pitches. You panic - should they even be here?

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

How Public Should Our Community Go?

Written by Molly Talbert | on April 12, 2016 at 10:00 AM | 4 minute read

People often ask, “should my community be open, or closed?” as if community access is an either/or question. Meaning -- either the doors are sealed, and only members have access to the community, or you open the floodgates, and everyone with an internet connection can read and participate in community.

There are pros and cons to both approaches, especially depending on your industry and community goals.

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Topics: Community Platforms & Updates, Online Community Management, Online Community

Community Refresh: SAE International's Member Connection

Written by Caitlin Struhs | on March 1, 2016 at 8:00 AM | 5 minute read

SAE International decided to completely revamp its original online member community, with some help from Higher Logic’s Community Management Services. We chatted with Matt Creech, MBA, Director of Membership & Sections from SAE International, to learn more about how SAE has seen better engagement and growth since the launch of its new community, Member Connection.

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Topics: Community Platforms & Updates, Online Community Management, Online Community

Your Community Platform Checklist

Written by Hunter Montgomery | on January 12, 2016 at 3:30 PM | 4 minute read

Forrester predicted branded communities were going to be “the next big thing” in 2015. And they were.

This growing interest in communities is centered around organizations’ need to facilitate collaboration and accelerate organic engagement with their constituents. At some point, your social media channels are simply not enough.

Another recent Forrester survey found U.S. "online adults" who want to stay in touch with organizations are almost three times as likely to visit a website as to engage on Facebook. The opportunity to collaborate and ask questions beyond social channels is becoming commonplace and expected. But who provides the best collaborative option? Some vendors in the market have started offering “community add-ons” – modules developed to supplement the company’s core offering (e.g. an AMS/CRM, marketing automation software, a CMS or other systems).

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Topics: Community Platforms & Updates, Online Community Software, Online Community

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