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Online Community Management Posts

Let Your Community Tell a Story - Like AirBNB

Written by Molly Talbert | on June 15, 2016 at 8:30 AM | 7 minute read

AirBNB is more than just a company -- it’s a community of hosts and travelers from around the world who meet each other online and, somehow, trust each other enough to meet up in real life. To build trust -- between community member and company, between host and guest -- AirBNB relies on their strong community culture, both on- and off-line.

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Topics: Online Community Management, Online Community

How to Win Friends and Influence People: Three Lessons for Community Managers

Written by Molly Talbert | on June 9, 2016 at 8:30 AM | 6 minute read

I’m sure you’ve heard of it, but have you actually ever read Dale Carnegie’s book, “How to Win Friends and Influence People”? If not, you probably should -- it’s an important read for anyone, but especially community professionals.

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

Why Aren't We More Obsessed With the Mobile Community Experience?

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

It’s a no-brainer to say mobile is bigger than ever. People are attached to their phones and use them in almost every part of their lives, from connecting with friends, to ordering pizza, to tracking sleep and exercise. And almost every industry is stepping up to the plate, bringing better mobile options to their audience.

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

Shaping Community Behavior with Positive Language

Written by Lindsay Starke | on June 7, 2016 at 8:30 AM | 4 minute read

The goal of every community manager is to inspire others to share their stories, challenges, and triumphs. To welcome them into a deeply satisfying and inviting space. So why, when we’re onboarding, do we present new members with a long list of don’ts? All too frequently, conduct guidelines, administrative messages, and onboarding materials end up full of negative language that doesn’t exactly inspire one to engage. “Don’t do this, don’t do that.” Leaving users wondering, “well, what the hell can I do?”

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

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

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