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Online Community Management Posts

The Lure of Exclusive Communities

Written by Molly Talbert | on June 2, 2016 at 9:00 AM | 6 minute read

There are many reasons to have an open community where anyone with an internet connection can participate.

Why let in the masses? Opening your community can greatly increase your search engine optimization, bring in prospective members and show the world you’re transparent -- and how much your members love you.

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Topics: Online Community Management, Online Community

Dealing With Trolls in Your Community

Written by Calista Rollogas | on May 31, 2016 at 9:00 AM | 5 minute read

Sometimes your best user is your worst user.

These days, everyone knows the tell tale signs of a troll -- people who write abrasive, abusive comments, often directed at certain people, and who often blatantly ignore community standards. Prime examples of trolls are can be found in the comments section of online news outlets.
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Topics: Online Community Management, Engagement, Member Experience, Online Community

Do's and Don'ts for Engaging Lurkers in Community

Written by Molly Talbert | on May 24, 2016 at 8:00 AM | 6 minute read

Every community has them -- those people who watch from the sidelines but never participate. Lovingly called “lurkers,” people often wonder: do they add value? And how can I nudge them towards becoming a regular poster?

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Topics: Online Community Management, Engagement, Online Community

Read Your Community Members' Minds

Written by Heather McNair on May 23, 2016 at 8:30 AM | 5 minute read

It’s true -- you can read minds and predict the future.

Sure, communities can help you with customer acquisition and retention, but they can also help you forecast what your members want or need -- improving your members’ experience and your organization’s bottom line.

How can your community help get you inside a member’s head and learn what they truly think and what they really need?

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

So Your Members Want to Add More Communities?

Written by Molly Talbert | on May 18, 2016 at 9:00 AM | 4 minute read

Members love your community. In fact, they love it so much they want to create their own, smaller communities for specific groups of people. One enthusiastic group wants a community dedicated entirely to just one of your new products. Recently, a member committee decided to split and branch into two committees -- and, of course, they both want their own communities. A few other members are dedicated sports fans and want to have a fun community dedicated to your local sports teams.

On the one hand, this is great -- only enthusiastic members would want to pioneer their own community. They must really benefit from and enjoy the platform you gave them.

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Topics: Online Community Management, Member Communities, Online Community

Why Aren’t Members Opening Your Emails?

Written by Molly Talbert | on May 12, 2016 at 9:30 AM | 6 minute read

Getting people to open emails can be a frustrating, fruitless task. Especially when a big part of your job is communicating to members through email -- depending on your industry and the types of emails you send, what’s considered good open rates can look pretty low.

So how do you turn the tides and get people to open your messages?

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

What does your community have in common with Alfred Hitchcock?

Written by Heather McNair on May 11, 2016 at 9:30 AM | 3 minute read

Alfred Hitchcock employed a unique technique when writing movie screenplays. He famously had two scripts – a blue script and a green script.

The blue script had all the things you’d normally see in a script: each actor’s lines, cues, and stage directions. The green script contained information about how he wanted the viewer to feel – what emotions he was trying to elicit – at every single moment of the movie.  

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Topics: Online Community Management, Online Community

Meet Your Community Manager: Heather Arkwright

Written by Molly Talbert | on May 10, 2016 at 8:30 AM | 2 minute read

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 fourth installment, we’re introducing our newest community manager, Heather Arkwright.

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Topics: Online Community Management, Online Community

Letter to MailChimp: You Spoke Too Soon

Written by Molly Talbert | on May 9, 2016 at 9:00 AM | 5 minute read

Dear MailChimp,

In 2012, you wrote this blog post, explaining why you were shutting down your customer community, The Jungle. You said that customer communities weren’t growing, that yours was unwieldy and that better alternatives existed.

We disagree.

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Topics: Online Community Management, Customer Communities, Email Marketing, Online Community

NextDoor Neighbors Make Great Online Communities

Written by Molly Talbert | on May 5, 2016 at 9:00 AM | 4 minute read

 

You’re going on a week-long South Pacific vacation next month and need a house sitter. How do you find someone you trust enough to take care of your dogs and house?

Maybe you know someone who knows someone who has an awesome house sitter. Or, you could go online, scout what’s on Yelp and trust the advice of strangers.

Or, you could log onto NextDoor and see who your closest neighbors recommend.

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Topics: Online Community Management, Online Community

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