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Engagement Posts

How to Make Visiting Your Online Community a Habit for Customers or Members

Written by Christina Green | on January 28, 2016 at 8:30 AM | 4 minute read

American politician, Frank A. Clark, once said, “A habit is something you can do without thinking, which is why most of us have so many of them.†Nowhere is that more obvious than on the Internet. Most people visit the same sites, do the same things, almost without realizing it. When we can't follow our Internet habit, because of site maintenance or some other uncontrollable cause, we feel an almost pent up anxiety.

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Topics: Online Community Management, Engagement, Online Community

Hacking Your Community's Subconscious

Written by Molly Talbert | on January 28, 2016 at 8:30 AM | 6 minute read

You’re not lazy, but sometimes your brain is. It has so much to compute and process each millisecond that it needs all the extra help it can get. To do this, brains have developed little mental shortcuts we’re often not aware of but influence our decisions instantly. Many of these hardwired tricks are survival tactics that helped humans evolve to be the species we are today, but can trip us up in the modern world sometimes.

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Topics: Online Community Management, Engagement, Member Experience

What To Do When Your Community is in Crisis

Written by Molly Talbert | on January 20, 2016 at 8:30 AM | 5 minute read

Imagine: you just sat down with a cup of coffee to start the day’s work and notice an angry, ranting blog post about a recent decision your organization made. Suddenly, your coffee tastes extra bitter. Throughout the day, the post only gains more traction and the comments spiral out of control, becoming unproductive and trolling.

Looks like crisis hit.

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Topics: Online Community Management, Engagement, Online Community

Online Community Management: How to Ask Questions that Will Get People Engaged

Written by Nick Davis on January 19, 2016 at 8:59 AM | 4 minute read

Why does an organization choose to build an online community? Reduce support costs? Product feedback and update suggestions? Drive sales? Well, all of these business outcomes aren't possible if your community members aren't engaging with each other.

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Topics: Online Community Management, Engagement, Online Community

The Golden Age of Newsletters

Written by Molly Talbert | on January 19, 2016 at 8:30 AM | 4 minute read

Remember how email is supposed to be dying? Turns out it’s a little more resilient than anyone thought. In fact, good old fashioned email newsletters are having a bit of a renaissance. Powered by what? The desire to connect with communities online.

I noticed this trend in my own inbox. I used to get most of my reading material from social media (a place I still go) but am now often guided by newsletters -- everything from 730DC to Buzzfeed News to Lena Dunham’s Lenny and more (who knows how many newsletters I’ve signed up for recently). I like the commentary and specificity of each newsletter. Email also helps me engage with our Higher Logic Users Group (HUG) -- the consolidated digest sends me updates every morning on the latest discussions so I always know what’s going on (with minimal effort on my part).

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Topics: Communications, Engagement, Social Media, Marketing Automation

Moderation 101: 6 Tips to Help You Toe the Community Line

Written by Molly Talbert | on January 14, 2016 at 8:30 AM | 5 minute read

 

Don’t underestimate good moderation -- it’s a skill that takes practice. And if you want strong engagement and robust discussion on your community, it’s an ability your community manager must have, especially at the beginning.

A large part of becoming a good moderator is knowing how to strike the balance between controlling conversations to maintain order, contributing to make sure conversations don't die, and giving members or customers free reign to express themselves. You don't want mayhem, yet you don't want to dampen discussions before they even get going.

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Topics: Online Community Management, Engagement, Online Community

Changing Behavior and Creating Value

Written by Molly Talbert | on January 13, 2016 at 8:30 AM | 5 minute read

What makes a community valuable? There are a lot of combined factors that create value, but a big one is member behavior -- how do people act when they’re in your community? Member interaction can tip the scales of your community in either direction, towards success or catastrophe. If people engage and ask the group questions, the community feels much different than it would if people only checked in occasionally and emailed members privately.

What if your members aren’t doing what you want? Good news is, if your community isn’t very engaged or doesn’t feel sustainable, you can mold member behavior to create the environment you want.

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Topics: Online Community Management, Engagement, Member Experience, Online Community

The Key to Engagement -- Empower

Written by Molly Talbert | on January 11, 2016 at 8:30 AM | 4 minute read

What’s the key to engagement? Empowered members.

Customers and members often go to communities for information -- that’s great, and you want your community to be chock-full of awesome, valuable information. But that shouldn’t be the only end goal. You don’t want people to log in only when they have the occasional question. You want community to be part of their routine, with regular check-ins and contributions.

So, how do you get people coming back often? How do you help members and customers find value in your community?

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Topics: Online Community Management, Engagement, Marketing Automation, Online Community

What Three Things Motivate Community Members?

Written by Andy Steggles | on January 5, 2016 at 8:30 AM | 5 minute read

How do you create loyal users? That’s the million dollar question (or $245 billion if you’re Facebook).

Last year, I read this TechCrunch article about how to create loyal users in today's sea of options. A big piece of the puzzle is gamification, and I was impressed with the way the article boiled it down using real life examples. Gamification can get complicated, but the author simplified the main points into these three buckets: rewards (the right rewards), frequency and the importance of building a community of people whose opinion we care about.

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Topics: Online Community Management, Engagement, Online Community

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: Online Community Management, Engagement, Online Community

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