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Online Community Management Posts

10 Steps to Move Your LinkedIn Group to Your Own Private Community Platform

Written by Andy Steggles | on May 24, 2013 at 12:30 PM | 4 minute read

There are many reasons an organization may want to use LinkedIn. Some may prefer this public platform because it's free while other organizations use it just to test the water. But what happens if you're successful? I've provided many good reasons why not to build your community around the LinkedIn brand, but what if it's too late? Let's assume that you've been nurturing your LinkedIn community for a while and have a decent amount of traction. At what point do you pull the plug and move all that engagement over to your own website and, more importantly, how do you do it?

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Topics: Online Community Management, Social Media, Customer Communities, Online Community

Private Online Communities: 8 Tips for Writing to Increase Engagement

Written by Joshua Paul | on May 24, 2013 at 8:45 AM | 8 minute read

When you begin researching how to build an online community for your customers, prospects, members, or partners, one of the first things that you'll notice is that it is a complex process.

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

Five Reasons Your Community Should Not "Live" on LinkedIn

Written by Andy Steggles | on May 17, 2013 at 10:30 AM | 4 minute read

One of the most common conversations on private social networking platforms centers around whether it's better for an organization's online community to "live" on a public social networking platform versus a private platform. Many believe that the sheer number of daily active users on public platforms like Facebook or LinkedIn means that an organization is better off housing their community there as opposed to on a private platform. I often hear, "But LinkedIn is free, why not send them there?"

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Topics: Online Community Management, Social Media, Online Community

Should Online Communities Be Open or Closed? It Depends.

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

An ongoing discussion I have with Higher Logic clients and see featured frequently on ASAE Collaborate is whether a private online community should be open to anyone or limited to members only.

Friend and client Roy Snell from the Society of Corporate Compliance and Ethics (SCCE) makes a case for open community in a recent issue of Associations Now. He argues that "closing social media is like tying a horse to the front of your car and pulling it around," and that the more people participating in an org's online community, the better. He claims that in order to be competitive with public social networking platforms, an organization must have an open community, because if other, larger communities exist for the profession your organization represents, your members will congregate there and your community will become irrelevant.

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Topics: Online Community Management, Member Communities, Associations, Online Community

Online Communities: Two Ways to Increase Customer Engagement

Written by Joshua Paul | on April 11, 2013 at 9:00 AM | 4 minute read

When people download one of an ebooks, white papers, or videos on private online communities, they're often asked what their biggest challenge is. We've seen all kinds of serious answers to this question, but there is one answer that we see much more than any other - increasing customer or member engagement

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Topics: Online Community Management, Customer Engagement, Online Community

How Many Subscribers to Achieve Success in an Online Community?

Written by Andy Steggles | on April 3, 2013 at 10:00 AM | 5 minute read

Private online communities are a frequent topic of conversation on the American Society of Association Executives' (ASAE) private online community (disclosure: ASAE is a Higher Logic client).

Recently, an ASAE member posed the following question on ASAE Collaborate: "How many members does it take to have a successful Community of Practice (CoP)?"

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Topics: Online Community Management, Engagement, Member Communities, User Group Communities, Online Community

Is Your Online Community Worth Your Customers' or Members' Time?

Written by Joshua Paul | on April 3, 2013 at 8:20 AM | 3 minute read

"The key is in not spending time, but in investing it." That state of mind was imparted by the late Stephen R. Covery, author of the well-known book, The 7 Habits of Highly Effective People.

This modern proverb has different implications for you than it does for the audiences that you are trying to reach. Thinking about how you invest your time can give you insight into your priorities. Thinking about how your customers or members get a return on their investment of time can be humbling.

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

Three Things That Motivate Community Members

Written by Andy Steggles | on March 26, 2013 at 6:07 PM | 4 minute read

I recently read this TechCrunch article about what motivates technology users to become loyal users of any one platform in today's sea of software platforms. The article offers the following three tips to anyone building a private online community: rewards (the right rewards), frequency and the importance of building a community of peers whose opinion we care about.

The article frames these tips around Biz Stone's new startup, Jelly, but I think these tips are all equally applicable to organizations building private online communities.

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Topics: Online Community Management, Member Experience, Online Community

Online Customer Forums: Are You Prepared for These 7 Types of Questions?

Written by Joshua Paul | on March 21, 2013 at 8:30 AM | 5 minute read

If you have ever worked in a customer-facing role, you know that if something is possible with your product or service, customers will probably bring it up in your online customer forums at some point.

Each type of post or question in your customer forums represents a different persona that your community management team should prepare for. For instance, a post where a new customer introduces themself to the community comes with an entire set of needs, expectations, and next steps which that individual can take, than a discussion started by a veteran customer advocate.

It will improve your customers' experience and save your community management team time to train and prepare for a large portion of the questions that you know will be asked in your discussion forums.

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

The Modern Rules of Customer Relationship Management (CRM)

Written by Joshua Paul | on March 12, 2013 at 10:30 AM | 7 minute read

"It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change." - Charles Darwin

One of the keys to business growth has long been the strength and nature of the relationships an organization builds with its customers. All businesses with customers have customer relationships. They exist whether you like it or not, and whether you are focused on it or not.

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

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