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Posts about Online Community Management

What To Do When Your Community is in Crisis

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

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 Management: How to Ask Questions that Will Get People Engaged

Written by Nick Davis on January 19, 2016 at 8:59 AM

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

Feeling the Burn(out)

Written by Molly Talbert | on January 18, 2016 at 8:00 AM

Some call it the “dark side” of community management. It isn’t often discussed, but as they check emails late at night and have stress dreams about work, many community managers worry it’s just around the corner -- burnout.

Community management is a new, exciting and growing field -- there are great reasons to get in on the action and become one or hire a community manager for your organization. As you jump on the train, don’t be fooled -- it’s a multifaceted profession and can be emotionally taxing.

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Topics: Online Community Management

Pitching Your Association's Online Community Strategy: How to Overcome Common Objections

Written by Christina Green | on January 14, 2016 at 8:30 AM

Whenever you are trying to do something innovative, you can rest assured there will always be haters. Most of them have the right intentions but many raise objections simply because what you are suggesting takes them out of their comfort zones and if it fails they don't want tied to a sunken ship. Think, Zune circa 2006 (you can go ahead and look that up on your iPod touch).

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Topics: Online Community Management, Associations

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

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

 

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

Changing Behavior and Creating Value

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

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

The Key to Engagement -- Empower

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

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

Community Dream to Reality: Top Five Ways to Prove Value to Executives

Written by Caitlin Struhs | on January 7, 2016 at 9:30 AM


If you want to live the community dream, you’re going to need executives on your side. Did you know two thirds of organizations with highly involved executives are seeing their communities influence 16% or more of their organizations’ total revenue? (Demand Metric study, 2014) This effective involvement is possible with the right balance of meaningful impact and innovation using smart risk mitigation and ROI.

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Topics: Online Community Management, Marketing

2015 Favorite Community Reads

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

In many ways, 2015 was the year of the private online community. All types of organizations caught on to the virtual community shift -- small and large, nonprofit and commercial. And if they haven’t yet, they’re beginning to realize they should, since communities are here to stay.

Not only does community increase member retention and growth, but it helps with content creation and humanizes your organization.

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Topics: Online Community Management

What Three Things Motivate Community Members?

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

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

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