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Posts about Engagement

A Gaming Company Tamed Toxic Trolling - What They Learned Could Help Your Community

Written by Molly Talbert | on January 12, 2017 at 8:00 AM

A gaming company tamed toxic trolling

How do you change the behavior of millions of community members? That’s the problem Riot Games had to solve with their game, League of Legends when they realized that antisocial behavior - like gamers using racial and homophobic slurs with each other - had reached toxic levels.

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Topics: Community Management, Engagement

PREVIEW: Key Findings from the 2016 Community Benchmarking Study

Written by Andy Steggles | on December 20, 2016 at 9:00 AM

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How has community engagement evolved, from setting benchmarks to developing custom measurements for your organization? 

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Topics: Community Management, Engagement

Harley Davidson Stumbled Upon Community (And it Saved Them)

Written by Molly Talbert | on December 19, 2016 at 8:30 AM

 Harley Davidson Stumbled Upon Community And it Saved Them

What makes a Harley Davidson motorcycle special?

You don’t have to be a motorcycle enthusiast to answer this question - almost anyone can name something. Harley bikes have a distinct sound, look and feel. Even if you’ve never been on one, they’re an iconic part of American culture.

But it didn’t used to be that way.

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Topics: Engagement

Who Is Ruling the Community?

Written by Lauren Perkins | on December 14, 2016 at 9:15 AM

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People! Let’s talk about the moving mechanism behind the community. It may sound excessive to say that community is about people, because we all know it to be true. But focusing on all of the important players is essential once the community’s values, goals and subsequent activities, which need to be taken in order to achieve the goals, are ironed out. In the context of this piece, we’ll be talking about people specific to their roles, influence and responsibilities in building a vibrant community.

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Topics: Communications, Community Management, Engagement

Protech Associates Creates “Tier 1 Support on Steroids”

Written by Caitlin Struhs | on December 5, 2016 at 8:45 AM

Protech associates creates a tier 1 support community on steroids

Based in Columbia, Maryland, Protech Associates, Inc. provides cloud association management software powered by Microsoft Dynamics CRM and run on the Microsoft Azure cloud. The organization has dedicated more than 30 years to exclusively serving the association community and is continuously looking for ways to improve the products and services it delivers.

In early 2015, Protech realized it needed an online community to enhance its customer support experience. Protech Director of Customer Care Matt Bruffey spearheaded the project, which has become one of Protech’s most valuable benefits for its customers.

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Topics: Community Management, Engagement, Marketing

How Should You Measure Your Community's Engagement and Satisfaction?

Written by Andy Steggles | on November 30, 2016 at 9:00 AM

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If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone.

But we do have to measure our community activity and member behavior to get a handle on customer satisfaction. The health of a community is dependent on the health of customers’ interactions and feedback.

So we’re faced with two questions: what should we measure, and how? This is when the impending flood of metrics advice and tools looms again. This is when we need to take a step back and define what community success is. To do that, engagement and satisfaction should be separate.

Celebrate and encourage engagement. Focus on collecting and tracking customer feedback. Measure both to see satisfaction trends.

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Topics: Community Management, Engagement

The 2016 Super Forum Community Expert Panel: Highlights

Written by Caitlin Struhs | on November 28, 2016 at 8:30 AM

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We were honored to host four renowned community thought leaders at this year’s Super Forum. It was a vibrant discussion that included data versus passion in community, engagement as it relates to retention, the state of community management, and influencing community behavior.

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

How the Customer Support Funnel Works for an Online Community

Written by Hunter Montgomery | on November 17, 2016 at 3:30 PM

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Funnels, chutes, hourglasses - they’re all used to help us plan the customer’s journey with our organization (or maintain a particularly organized baker’s kitchen - depends on your audience).

There are tons of models and terms we can use when we talk about customer acquisition, and getting people to engage with your brand or organization.

Online communities are no different. So, what shape should you use? How are you getting people engaged in the first place, and how do you make them stay?

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Topics: Engagement, Marketing

The Objectives Behind Creating Your Online Community

Written by Lauren Perkins | on November 15, 2016 at 8:30 AM

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Creating a community may seem like a daunting task. This month we will describe some of the main objectives that will help streamline the process. If you already have a community, these objectives can help you validate the value while re-grounding your team and stakeholders.

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Topics: Communications, Community Management, Engagement, Marketing

World Usability Day: A Day to Be Celebrated

Written by Lauren Janik on November 8, 2016 at 8:00 AM

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There seems to be a “day” for everything. There’s National Groundhog Day. I’m writing this blog on Use Your Common Sense Day. And who doesn’t love International Talk Like a Pirate Day? There are also days that should be taken more seriously, such as World Cancer Day and Giving Tuesday. There are even days to celebrate things you love, such as World Jazz Day. And the list goes on.

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Topics: Community Platforms & Updates, Communications, Engagement

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