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Posts about Online Community Management

Measuring Online Member Engagement: Hats Off to You!

Written by Andy Steggles | on June 16, 2014 at 1:00 PM

I know it's tough to keep up with all of the tools and tricks for retaining and engaging your members - hats off to you. When it comes to achieving your organization's goals, you often need to wear many hats. How do you measure online member engagement? And how does it correlate to increased revenue and greater satisfaction?

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Topics: Online Community Management, Member Engagement

What to Do When Online Community Members Mention a Competitor

Written by Joshua Paul | on May 13, 2014 at 10:00 AM

It's bound to happen at some point. Whether it's on a discussion board or in the comments section, the question of your customers, partners, or members mentioning a competitor in your online community isn't an "if", it's a "when."

This is just part of the double-edged sword that makes your community a place your customers feel comfortable to openly ask and answer questions. The open nature of social communities makes it also vulnerable to mentions of your competition.

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Topics: Online Community Management

Six Community Spring Cleaning Tips

Written by Heather McNair on April 7, 2014 at 10:00 AM

Spring has sprung (although you wouldn't know it by frigid temperatures and snow covered lawns). For me, there are few rites of spring more satisfying than the annual clean. It is an opportunity to open the windows, let some fresh air in, and rid ourselves of those dust bunnies. Before you wrap up your spring cleaning, don't forget to spring clean your online community.

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Topics: Online Community Management, Engagement, Marketing, Social Media

How to Ace an Online Community Manager Job Interview

Written by Joshua Paul | on March 19, 2014 at 8:30 AM

Just as the popularity of private online communities is rapidly growing, so is the need for an effective online community manager. A position that barely registered as a Google search term just a few years ago has now become must-have role for many organizations.

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Topics: Online Community Management

Lessons for Online Community Managers from Ellen's "Tweet Heard 'Round the World"

Written by Joshua Paul | on March 12, 2014 at 7:20 AM

Many in the media have said that the 2014 Oscars were the most successful in history. More people watched the broadcast; more people enjoyed the show; and more people kept talking about it online and otherwise once the lights went down.

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Topics: Online Community Management, Engagement, Social Media

What is a Community?

Written by Hunter Montgomery | on March 5, 2014 at 10:00 AM

Recently I have spent a lot of time talking with organizations interested in building online communities that engage and inspire their constituents (customers, partners, members, prospects). Most understand that building communities in which their constituents can learn, share and collaborate is critical for growth and relevancy.

But it's not easy, especially when people, in all likelihood, bring different perspectives, expectations and timezones to the table. Speaking to all of them in a voice and format that is useful, educational, insightful and fun requires strategies and techniques that leverage individual contributions without compromising big picture goals and objectives.

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Topics: Online Community Management

4 Research-Based Tips for Increasing Online Community Activity [Video]

Written by Joshua Paul | on February 20, 2014 at 12:01 PM

The Virtual Community Summit kicks off in London this week. It is a gathering of some of the brightest people in the online community management and social business strategy world.

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Topics: Online Community Management

Which is More Important in Online Communities: Engagement or Satisfaction?

Written by Andy Steggles | on February 6, 2014 at 11:00 AM

A few weeks ago, Joe Rominiecki wrote a good article addressing the fallacy that higher member engagement leads to higher renewal rates. Instead, he points to Sheri Jacob's new book asserting that it's actually member satisfaction rather than member engagement that drives renewals.

I absolutely agree with Sheri but there is one fundamental flaw with Joe's article: The assumption that the act of consuming content is not an act of engagement. Consumers of content (or "lurkers" as we like to call them) are engaged, it's just a different type of engagement.

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Topics: Online Community Management, Engagement

Online Community Tips: 9 Ways to Get Vendors to Provide Value, Not Spam

Written by Joshua Paul | on January 30, 2014 at 8:20 AM

This post was written by Tom Chambers, online community specialist and business development manager at Higher Logic.

As an online community manager, you are responsible for ensuring that the vendors and partners in your online customer or member community are providing meaningful answers, resources, and information within your community.

Vendors are not inherently evil and your members were not raised to dislike people who offer solutions to their industry. The quandary of allowing vendors and partners into your online customer or member community stems from not having a well-thought-out vendor program in place.

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Topics: Online Community Management

How to Truly Show Your Online Community Manager Appreciation #CMAD

Written by Joshua Paul | on January 27, 2014 at 11:10 AM

All organizations, from big businesses to small nonprofits, have communities. Organizations of all types depend on strong relationships with their communities of customers, members, partners, donors, and employees to make all of their other strategies possible.

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Topics: Online Community Management

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