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Posts about Online Community Management

So Your Members Want to Add More Communities?

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

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

Why Aren’t Members Opening Your Emails?

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

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

What does your community have in common with Alfred Hitchcock?

Written by Heather McNair on May 11, 2016 at 9:30 AM

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

Meet Your Community Manager: Heather Arkwright

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

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

Letter to MailChimp: You Spoke Too Soon

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

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

NextDoor Neighbors Make Great Online Communities

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

NextDoor Neighbors Make Great Online Communities 

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

Engagement and Satisfaction: Is There a Difference?

Written by Andy Steggles | on May 4, 2016 at 8:30 AM

Engagement is a big word these days -- we want everyone in our community to be “engaged.”. We want them to engage with each other, and engage with our organizations. The more engagement, the merrier everyone will be.

This is where so many community builders measure value and a return on investment -- if people are logging into the community, talking to each other, creating content and contributing, that’s a sign they’re satisfied with their membership and see community as an important asset.

But does engagement necessarily equate satisfaction, and shouldyou aim to highly engage everyone?

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Topics: Online Community Management, Customer Engagement, Member Engagement

How to Become a Community Manager

Written by Lindsay Starke | on May 3, 2016 at 8:00 AM

How to become a community manager

There’s no one right way to run a community, so it should come as no surprise to anyone that there’s not a single path to becoming a community manager. In fact, when people ask me about what makes someone great at community management, I tend to describe more personality traits than anything else: adaptability, curiosity, an analytical mind.

And yet, there are plenty of things you can do to prepare yourself for getting a job as a community manager. Most of these fall into one of three categories.

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Topics: Online Community Management

Five Killer Graphic Design Tools for Community Managers

Written by Lauren Wolfe | on April 28, 2016 at 9:00 AM

Awesome content is everywhere in your community site, but how do you get people to notice it? More importantly, how do you get them to engage with it?

If you ask me, I always start with great graphic design (and not just because I’m a Creative Director). Online content and content marketing is so much more than just text on a page. Great graphic design supports great content and in turn fuels great activity. You need creative, eye-catching visuals if you want people to stay, invest and participate. Design is not the only answer, but it’s a solid place to start (okay, maybe it is because I’m a Creative Director).

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Topics: Online Community Management, Marketing

Community Benchmarking by The Numbers [Infographic]

Written by Andy Steggles | on April 25, 2016 at 8:30 AM

In our 2015 Benchmarking Report, we learned that easy engagement is key for thriving communities. Branded mobile apps and email engagement are big factors in creating frictionless communities.

See the data behind it here.

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Topics: Online Community Management, Engagement

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