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Online Community Management Posts

How to Create a Community Culture

Written by Andy Steggles | on November 24, 2015 at 9:30 AM | 4 minute read

As I've blogged about before, I see social networking for businesses as encompassing four quadrants: public social media, social CRM to collect data, social software in the workplace (intranet) and externally facing social software (an open online community). As I detailed in that post, there are many opportunities for companies to leverage multiple social networking elements, especially through an online community.

Publicly facing social sites, like an open community, are especially powerful and offer businesses the ability to interface with customers ‘where they are,’ to monitor what's being said about your brand on those sites and to incorporate that feedback into your organization's overall communications strategy. This transparency not only helps you create a better product, but ‘helps members and customers help themselves’ by allowing them to ask and answer questions as a community.

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

I'm Interested in Starting a Customer Community, But What Does it REALLY Take?

Written by Nick Davis on November 24, 2015 at 8:18 AM | 5 minute read

So, you are considering building an online customer community, but where do you start? What is it going to take?

You have probably seen several other businesses, maybe even competitors, launch their own online communities as a way to drive business, increase customer satisfaction, and even reduce your operating and support costs.  And starting a community may not be as hard an undertaking as you might think. Take it from founder of the Center for Customer Engagement, Bill Lee, when he said that, “more companies can build customer communities than think they can.â€

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Topics: Online Community Management, Customer Communities, Online Community Software, Online Community

Growth Hacking Your Community with Vanessa DiMauro

Written by Caitlin Struhs | on November 19, 2015 at 10:30 AM | 5 minute read

The importance of the community builder within an organization has grown tremendously. Community builders are expected to be the shepherds, content creators, marketers and social media experts, help people advance their thinking, answer any tech questions and think up new features – sometimes all in the same day.

Studies show that these “knowledge workers” have a burn out rate that’s 40 times higher than most other white collar professionals. So how should these community builders broaden their success, improve their methods and ultimately keep their online communities thriving? Growth hacking will help.

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Topics: Online Community Management, Online Community

Automation Rules for Beginners

Written by Molly Talbert | on November 18, 2015 at 10:30 AM | 4 minute read

Automation rules are crucial for community managers -they alleviate daily or repetitive tasks while encouraging member behavior you want to see. If you're lucky enough to have a community platform that supports automation rules - congrats! When you’re starting out, it can be difficult to know where to begin and scary to let go of the reins.

There are so many different directions to take - what are the basic automation rules everyone should know? And what’s the line between helpful and annoying rules?

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Topics: Communications, Online Community Management, Marketing Automation, Online Community

Investing in Yourself: Professional Development for Community Managers

Written by Caitlin Struhs | on November 17, 2015 at 9:26 AM | 5 minute read

Our guest blogger Rachel Happe co-founded The Community Roundtable to support business leaders developing their community and social business strategies. Rachel has spent the last 20 years helping organizations implement emerging technologies to advance their business strategies. 

We've all been there. You go to an event. A conference. A workshop. You leave inspired - with takeaways, idea lists, a stack of business cards and contacts. On the ride or flight home, your brain is swimming with the things you're going to do the moment you get back to the office.

And all too often - inspiration leaves the moment you walk back in the door.

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Topics: Online Community Management, Online Community

How to Manage Your Online Community Without a Full-Time Community Manager

Written by Crystal Coleman on November 17, 2015 at 8:30 AM | 4 minute read

In an ideal world, every online community would have a perfectly suited team of community managers working full-time to make the community awesome. Unfortunately, the reality of business needs and priorities often means that communities have to prove their value before upper management will commit to a full-time employee for them. This common situation, in turn, makes it difficult to really focus the time and effort that's needed to get value out of a community. It's a Catch-22.

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Topics: Online Community Management, Online Community

The Six Most Important Analytics for Community Managers to Track

Written by Molly Talbert | on November 11, 2015 at 8:30 AM | 4 minute read

We all know we should track our community members’ activities (we already convinced you in this post), but what exactly are the best metrics to keep our eyes on?

Sometimes it’s a rocky start – the data is either overwhelming or difficult to find. Luckily, most community sites include dashboards that collect data and display metrics for you, so you should have a good baseline to start. Even with that tool, how do you know what the important community management metrics are, besides just hoping your membership grows?

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Topics: Online Community Management, Online Community

The State of the Community Industry: A Return to Community-Driven Business

Written by Caitlin Struhs | on November 6, 2015 at 11:00 AM | 3 minute read

David Spinks, founder of CMX, has been building communities since he was 13 years old. He attributes shifts like organizing for the gaming industry, joining Twitter and following thought leaders like Seth Godin and Lisa Gansky to his community success.

The common thread is using technology to bring people together. The original definition for a company was a group of people coming together to exchange goods. All organizations have experienced a shift from centralized and isolated to more optimized and collaborative. Things have changed now that everyone is connected – think about the social media manager revolution, where people have to be proactive and cognizant of relationships rather than just data. People are really putting happy customers first.

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Topics: Online Community Management, Online Community

Three Reasons You Need a Dedicated Community Manager

Written by Jenny Taylor | on November 3, 2015 at 10:00 AM | 2 minute read


At first glance, an online community appears to be a harmless task to add to a worthy colleague's plate. For example, if the membership manager already speaks to your members every day, doesn't it make sense for that person to take over the responsibility of the online community? Isn't the community just moving your everyday conversations online?

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Topics: Online Community Management, Member Engagement, Online Community

The Quantified Community

Written by Molly Talbert | on October 29, 2015 at 7:30 AM | 3 minute read

Many people think that the Holy Grail for community managers is proving a community’s ROI. Wrong! In Rachel Happe’s Super Forum keynote address, she said that many people misunderstand this point. The Holy Grail for community managers isn’t proving ROI -- sometimes when you’re starting out, it’s negative -- it’s improving the value of your community to ultimately increase ROI.

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Topics: Online Community Management, Online Community

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