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Online Community Management Posts

What is a Community?

Written by Hunter Montgomery | on March 5, 2014 at 10:00 AM | 2 minute read

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, Online Community

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

Written by Joshua Paul | on February 20, 2014 at 12:01 PM | 3 minute read

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, Online Community

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

Written by Andy Steggles | on February 6, 2014 at 11:00 AM | 3 minute read

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

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 | 4 minute read

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, Online Community

How to Truly Show Your Online Community Manager Appreciation #CMAD

Written by Joshua Paul | on January 27, 2014 at 11:10 AM | 1 minute read

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, Online Community

Community Manager Appreciation From Higher Logic

Written by Andy Steggles | on January 24, 2014 at 10:00 AM | 2 minute read

Monday, January 27 marks the fifth annual Community Manager Appreciation Day (CMAD). CMAD is a day to appreciate the people who work tirelessly behind the scenes making online communities succeed.

At Higher Logic, we have nothing but respect and admiration for the people who run the 100,000+ communities powered by our platform, not to mention just community managers as a whole. We know the work that goes into managing online communities, from getting users to adopt a new system to mitigating disputes among community members to convincing staff and volunteer leaders to lead by example and participate to navigating new relationships with IT departments - community management is definitely a challenging job.

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Topics: Online Community Management, Online Community

Is This The Secret Sauce In Active Online Customer Communities?

Written by Joshua Paul | on January 22, 2014 at 8:44 AM | 5 minute read

How to Capitalize on One of the Most Underutilized Online Community Management Tools

You have numerous tools at your disposal for growing and managing your online customer community - from content calendars to analytics.

What if there was one tool you weren't using that could make a substantial difference in delivering consistent engagement in your community?

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

How to Launch a Private Online Community Without Angering Your Customers

Written by Joshua Paul | on January 14, 2014 at 8:30 AM | 6 minute read

Change Management Tips to Ease the Transition to a Community-Based Customer Experience

My wife and I love Walt Disney World. Like many people who frequent the parks, we have developed our own ways of avoiding lines, hitting a ton of attractions, and getting the most for our money.

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

Big List of Online Community Strategy and Management Tips

Written by Joshua Paul | on January 6, 2014 at 8:30 AM | 6 minute read

You arrive at your desk each morning with ten impossible things to do before noon. Fires need immediate attention, deadlines get moved up, and priorities change.

This means that you don't always have the time to take advantage of the online community, member engagement, and customer management tips on the online community blog.

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Topics: Online Community Management, Online Community

#1 Community Management Tip from the Professional Photographers of America

Written by Andy Steggles | on December 26, 2013 at 10:30 AM | 3 minute read

We had our users' group conference earlier this month and, aside from our best attendance yet with over 300 attendees, we were treated to some really great sessions by seriously smart Higher Logic clients.

One of the tips that's stuck with me over the past few weeks was one from Lindsay Starke, Online Community Coordinator from Professional Photographers of America, who did a fantastic session on the psychology of community management. The tip is something I've seen many times in various communities but which I'd never given much thought to until I heard her explain how and why her organization does it.

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Topics: Online Community Management, Member Engagement, Online Community

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