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Online Community Management Posts

Membership Department vs. Community Management Department

Written by Andy Steggles | on December 10, 2013 at 10:00 AM | 4 minute read

Associations are starting to realize that the traditional membership department is changing rapidly and for some, the focus has moved from membership to community.

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Topics: Online Community Management, Marketing, Associations, Online Community

How to Overcome Uncertainty When Creating a Private Online Community [Try This Exercise]

Written by Joshua Paul | on December 4, 2013 at 8:30 AM | 5 minute read

It is no secret that creating a thriving private online community for customers or members takes time and a consistent commitment of people. The other top reason that companies and membership organizations stutter-step their way to making decisive social business decisions is the fear that no one will visit and engage in their community.

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Topics: Online Community Management, Online Community

Lurkers Rock! Who Says They Offer No Value?

Written by Andy Steggles | on November 19, 2013 at 9:30 AM | 3 minute read

It's been awhile since the ASAE Annual Meeting, but I recently came across an Associations Now re-hash of a few sessions, including the one by friends Ben Martin and John Chen that sparked so much commentary about the value - or lack thereof - of lurkers in online communities.

Just to clarify, a "lurker" is a common term for someone who consumes content but does not create content, i.e. they read but don't create. I have to say that I totally disagree with the idea that lurkers are of no value in online communities. I see every lurker as both an asset to the community just by virtue of lurking, after all, if your members didn't read/consume/lurk, then it'd be much more unlikely that other members would create. Also, keep in mind that every lurker is a potential future contributor.

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Topics: Online Community Management, Engagement, Online Community

Online Community Tips: 6 Noteworthy Articles You May Have Missed

Written by Joshua Paul | on November 5, 2013 at 8:09 AM | 2 minute read

While we saw many useful articles over on social crm, online communities, and member engagement over the past month, there were six that stood out.

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Topics: Online Community Management, Online Community

How Cross-Posting Discussions in Your Online Community Decreases Engagement

Written by Joshua Paul | on October 30, 2013 at 8:30 AM | 4 minute read

Creating an online customer or member community is a serious endeavor. It takes dedicated people, time, and ongoing processes. Since there are so many facets of building a sustainable online community, we can overlook simple processes that can help or hurt our ability to keep customers or members engaged.

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Topics: Online Community Management, Online Community

The Case for Gamification in Online Communities

Written by Andy Steggles | on October 28, 2013 at 9:30 AM | 2 minute read

Earlier this week, friend and association community management consultant Ben Martin wrote a blog making the case against gamification as a feature of online communities. He argued that gamification encourages people to participate in online communities for the wrong reasons - reward and/or recognition - and that it can negatively impact the quality of posts.

Also that gamification can lead to resentment among community members, when only a select few have badges or high point scores while others who contribute quality content go unrecognized. Coincidentally, a discussion of this same topic popped up on HUG this week as well, and the majority of the comments echo my thoughts about gamification: namely, that it's a beneficial element of online communities.

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Topics: Online Community Management, Engagement, Online Community

How to Use Curated Content in Your Private Online Community (Part 1)

Written by Joshua Paul | on October 9, 2013 at 8:57 AM | 5 minute read

We're all content curators. If you've ever shared an article on Facebook, retweeted a link on Twitter or gathered information around a specific theme, you've curated content.

When you consistently share content across your personal networks, you become a hub of information. Friends and family may turn to you for news and updates of a specific topic, often before they consult traditional news sources.

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Topics: Online Community Management, Online Community

Want More Participation in Your Private Online Community? Blogs May Be Your Answer [Infographic]

Written by Joshua Paul | on October 3, 2013 at 10:30 AM | 7 minute read

In the first half of this two-part series on blogs in online communities, we discussed the reasons why your online customer or member community should include blogs.

Along with providing an uncomplicated way to help your business or membership organization provide exclusive value to your target audiences, the inherent social-ness of blogs promotes comments and participation in your online community.

The importance of blogs in customer or member communities is illustrated in the following infographic, as well as actionable tips for getting started.

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Topics: Online Community Management, Communications, Engagement, Online Community

Why Your Online Community Should Include Blogs (Part 1 of 2)

Written by Joshua Paul | on September 25, 2013 at 11:30 AM | 3 minute read

Think about the role that you want your online community to play in the lives of your customers, members, or partners.

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Topics: Online Community Management, Online Community

Online Community Engagement - What is Success?

Written by Andy Steggles | on September 23, 2013 at 10:00 AM | 4 minute read

How do you define success?

When most organizations try to measure success with regard to their online communities, they usually do so with an eye to specific KPIs that they've determined to be important to their particular org, rather than in comparison to other companies. I think this way of measuring success is more accurate and shows that success in online communities is not one-size-fits-all, but rather something an individual organization determines and works toward.

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

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