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Posts about Engagement

Which is More Important in Online Communities: Engagement or Satisfaction?

Written by Andy Steggles | on February 6, 2014 at 11:00 AM

A few weeks ago, Joe Rominiecki wrote a good article addressing the fallacy that higher member engagement leads to higher renewal rates. Instead, he points to Sheri Jacob's new book asserting that it's actually member satisfaction rather than member engagement that drives renewals.

I absolutely agree with Sheri but there is one fundamental flaw with Joe's article: The assumption that the act of consuming content is not an act of engagement. Consumers of content (or "lurkers" as we like to call them) are engaged, it's just a different type of engagement.

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Topics: Online Community Management, Engagement

Lurkers Rock! Who Says They Offer No Value?

Written by Andy Steggles | on November 19, 2013 at 9:30 AM

It's been awhile since the ASAE Annual Meeting, but I recently came across an Associations Now re-hash of a few sessions, including the one by friends Ben Martin and John Chen that sparked so much commentary about the value - or lack thereof - of lurkers in online communities.

Just to clarify, a "lurker" is a common term for someone who consumes content but does not create content, i.e. they read but don't create. I have to say that I totally disagree with the idea that lurkers are of no value in online communities. I see every lurker as both an asset to the community just by virtue of lurking, after all, if your members didn't read/consume/lurk, then it'd be much more unlikely that other members would create. Also, keep in mind that every lurker is a potential future contributor.

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Topics: Online Community Management, Engagement

The Case for Gamification in Online Communities

Written by Andy Steggles | on October 28, 2013 at 9:30 AM

Earlier this week, friend and association community management consultant Ben Martin wrote a blog making the case against gamification as a feature of online communities. He argued that gamification encourages people to participate in online communities for the wrong reasons - reward and/or recognition - and that it can negatively impact the quality of posts.

Also that gamification can lead to resentment among community members, when only a select few have badges or high point scores while others who contribute quality content go unrecognized. Coincidentally, a discussion of this same topic popped up on HUG this week as well, and the majority of the comments echo my thoughts about gamification: namely, that it's a beneficial element of online communities.

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Topics: Online Community Management, Engagement

Want More Participation in Your Private Online Community? Blogs May Be Your Answer [Infographic]

Written by Joshua Paul | on October 3, 2013 at 10:30 AM

In the first half of this two-part series on blogs in online communities, we discussed the reasons why your online customer or member community should include blogs.

Along with providing an uncomplicated way to help your business or membership organization provide exclusive value to your target audiences, the inherent social-ness of blogs promotes comments and participation in your online community.

The importance of blogs in customer or member communities is illustrated in the following infographic, as well as actionable tips for getting started.

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Topics: Communications, Online Community Management, Engagement

Online Community Resource: Engagement Success Kit

Written by Andy Steggles | on July 17, 2013 at 10:30 AM

This blog is about presenting thoughts around social business in a broad sense. But when Higher Logic comes out with resources that I think would be useful to anyone interested in private online communities, I'll be sharing them here. Case in point: the 2013 Higher Logic Engagement Success Kit

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Topics: Online Community Management, Engagement, Member Retention

How to Explain Social Business to Senior Management and Co-Workers [Infographic]

Written by Joshua Paul | on June 26, 2013 at 8:30 AM

"To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others." - Tony Robbins, author, entrepreneur, and motivational speaker

One of the biggest challenges that social business and online community professionals face is communicating their strategy to their peers and leadership. Getting buy-in from the right people in your organization can clear the way for your online community.

Failing to develop understanding among your co-workers and executive backers can result in damage to your credibility on a personal level and competitive disadvantages and operational inefficiencies on a business level.

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Topics: Engagement

Private Online Communities: 8 Tips for Writing to Increase Engagement

Written by Joshua Paul | on May 24, 2013 at 8:45 AM

When you begin researching how to build an online community for your customers, prospects, members, or partners, one of the first things that you'll notice is that it is a complex process.

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Topics: Communications, Online Community Management, Engagement

How to Increase Engagement Using Public & Private Social Networks Together

Written by Joshua Paul | on May 15, 2013 at 8:30 AM

One of the biggest areas of confusion around social business is the differences between public social networks, like Facebook, Google+, LinkedIn, and Twitter, and private online communities where most activity occurs behind a secure login.

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Topics: Engagement, Social Media, Customer Experience

How to Create a Partner Network that Drives Profit [Online Community Tips]

Written by Joshua Paul | on May 1, 2013 at 8:30 AM

Some of the world's most successful social business strategies don't revolve around employee collaboration or tracking customer behavior in social crm systems. They are online partner communities.

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Topics: Engagement

The Culture Change Required of Social Business

Written by Andy Steggles | on April 18, 2013 at 10:30 AM

As I've blogged about before, I see enterprise social networking as encompassing four quadrants. As I detail in that post, and will be expanding upon in future posts, there are myriad opportunities for companies leveraging one or more elements of enterprise social networking. Public social media sites offer the ability to interface with customers "where they are," to monitor what's being said about your brand on those sites, and to incorporate those channels into your organization's overall communications strategy.

Social CRM allows businesses to pull data from public social media spaces into their CRM and to use that data to augment existing customer information, gain business intelligence, and drive leads. Social software in the workplace offers great potential with regards to improving internal collaboration and communication. And externally-facing social software enables businesses to combine the benefits of public social media sites and social software to allow customers to connect with each other, help each other, and engage directly with your brand in an owned environment.

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Topics: Communications, Engagement, Social Media

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