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Posts about Online Community Management

Should You Remove Negative Reviews from Your Community?

Written by Molly Talbert | on March 23, 2017 at 8:30 AM

You went out to dinner and had a horrible experience. What do you do? Many people would go to a site like Yelp and post about how the food was late, cold, and over-priced. Hopefully the restaurant either sees your review and apologizes, or a future customer decides to eat somewhere else.

The truth is, consumers trust peers, even if they find that advice online. According to Jay Baer’s book, Hug Your Haters, 80 percent of American consumers say they trust online reviews as much as personal recommendations. People are swayed by online reviews even if they don’t know the person who wrote it.

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Topics: Online Community Management

Why You Should Be Measuring Community Vibrancy

Written by Julie Dietz on March 21, 2017 at 8:30 AM

Charisma, drive, perception – all so-called "soft skills" essential in today’s workplace. Yet despite being widely known and valued, soft skills take a back seat to more defined skills like writing or expertise in Excel. Those are the skills employers use to grade your resume.

But how far will Excel get you if you can’t get along with your coworkers or persuade your boss to try a brilliant new idea? While considered less weighty than other skill sets, soft skills are critical for success.

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Topics: Online Community Management, Engagement

Improve Your Customer Retention Program with an Online Community

Written by Molly Talbert | on March 16, 2017 at 8:30 AM

 

Many people ask how online communities can bring in new customers. It’s important, but communities aren’t just about growing your customer base. Part of a community’s value comes from something else - retaining existing customers.

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Topics: Online Community Management, Marketing, Customer Retention

How to Increase Participation in Your Online Community Using Social Psychology

Written by Julie Dietz on March 14, 2017 at 8:30 AM

I’m miserable at all types of computer coding, but I learned basic HTML at my first job out of college – not because I wanted to learn, but because all my colleagues knew HTML. They thought I should too and every day they’d remind me to try Codecademy for free lessons. I gave in and started studying. A few months later, my new HTML skills led to a raise. Eventually, they even landed me a better job.

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Topics: Online Community Management, Customer Engagement, Member Engagement

Bringing Real-Life Neighborhoods Online: NextDoor’s Privacy Issues

Written by Molly Talbert | on March 9, 2017 at 8:30 AM

NextDoor reinvented the idea of a neighborhood listserv, and turned what used to be mass emailing into an online neighborhood community. To join, you simply confirm your address via credit card, phone number, or a postcard sent to your house. Once you have access to your neighborhood community, members share all sorts of information, such as garages sales, lost and found items, break-ins, or information about local elections.

It’s an empowering concept that has taken off - as of June 2016, over 100,000 neighborhoods in the United States had joined NextDoor. The idea of real places informing online spaces worked to NextDoor’s advantage.

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Topics: Online Community Management

Meet Your Community Manager: Katie Bapple

Written by Julie Dietz on March 2, 2017 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 seventh installment, we’re introducing our newest community manager, Katie Bapple.

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Topics: Online Community Management

Lessons From the (Long) History of Online Communities

Written by Molly Talbert | on February 20, 2017 at 8:30 AM

Some people think that online social networking began with Facebook or MySpace - but they couldn’t be farther from the truth.

Even before the invention of the World Wide Web in 1989, people used the internet - a massive network of computers - to congregate virtually. (Believe it or not, there is a difference between the internet and the web.) Communities sprang out of that connectedness - communities such as The WELL, UseNet and ARPANet, which began as early as the ‘70s and ‘80s.

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Topics: Online Community Management

What We Love About the New Business Impact of Online Communities Study

Written by Caitlin Struhs | on February 10, 2017 at 8:58 AM

According to the new Business Impact of Online Communities Study by Leader Networks, which surveyed hundreds of communities, about 35 percent of community leaders surveyed said they lack meaningful metrics to report success in business terms. That’s a sizeable number.

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Topics: Online Community Management, Marketing

The Bigger Community ROI Picture

Written by Molly Talbert | on February 7, 2017 at 8:30 AM

 

In the community building space, we spend a lot of time talking about return on investment (ROI). It makes sense, after all - community platforms are a big investment, from purchasing the software to implementation and upkeep. You need to make sure there is a major return on this investment so that the platform is beneficial for everyone involved - from users to admins to the entire organization.

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Topics: Online Community Management

Four Community Newsletters You Need to Subscribe To

Written by Molly Talbert | on January 31, 2017 at 8:30 AM

Where do you turn to for information? Community management is a growing industry, with more resources than ever before - but sometimes it can be hard to find the golden nuggets within the ever increasing sea of content.

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Topics: Online Community Management, Engagement, Marketing

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