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Online Community Management Posts

How Should You Measure Your Community's Engagement and Satisfaction?

Written by Andy Steggles | on November 30, 2016 at 9:00 AM | 4 minute read

If you feel like you’re caught trying to go upstream in a surging metrics river, you’re not alone.

But we do have to measure our community activity and member behavior to get a handle on customer satisfaction. The health of a community is dependent on the health of customers’ interactions and feedback.

So we’re faced with two questions: what should we measure, and how? This is when the impending flood of metrics advice and tools looms again. This is when we need to take a step back and define what community success is. To do that, engagement and satisfaction should be separate.

Celebrate and encourage engagement. Focus on collecting and tracking customer feedback. Measure both to see satisfaction trends.

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Topics: Online Community Management, Engagement, Online Community

The 2016 Super Forum Community Expert Panel: Highlights

Written by Caitlin Struhs | on November 28, 2016 at 8:30 AM | 7 minute read

We were honored to host four renowned community thought leaders at this year’s Super Forum. It was a vibrant discussion that included data versus passion in community, engagement as it relates to retention, the state of community management, and influencing community behavior.

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Topics: Community Platforms & Updates, Online Community Management, Engagement, Online Community

Is Your Community Charitable?

Written by Lauren Wolfe | on November 22, 2016 at 10:30 AM | 3 minute read

 

Thanksgiving kicks off the holiday season. At Higher Logic, we have a lot to be thankful for this year. We were reminded of this last week during our seventh Higher Logic Super Forum - we have so many awesome clients!

As important as it is to be thankful, we’ve been thinking about how to give back using the power of community - especially the online communities we spend our days building, which have so much potential for good.

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Topics: Online Community Management, Volunteer Management, Online Community

The Objectives Behind Creating Your Online Community

Written by Lauren Perkins | on November 15, 2016 at 8:30 AM | 4 minute read

Creating a community may seem like a daunting task. This month we will describe some of the main objectives that will help streamline the process. If you already have a community, these objectives can help you validate the value while re-grounding your team and stakeholders.

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

Your Online Community Needs a Mission Statement

Written by Heather McNair on November 9, 2016 at 8:30 AM | 3 minute read

One defining characteristic of a leader is having a vision for the future, describing that future and creating excitement around its possibility so everyone works together to make it real. That’s what a mission statement is -- it’s that vision for a better future everyone can rally around. For communities, it’s the impetus that drives micro-actions, like sending a tweet or recommending an answer, to long-term commitments, like becoming a volunteer moderator.

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Topics: Online Community Management, Online Community

Use Triggers to Drive Action and Shape Behavior

Written by Molly Talbert | on November 3, 2016 at 8:30 AM | 4 minute read

How does Facebook get over a billion users to do exactly what they want? Although they’re a social network, not an online community, they’re masters at engaging and building loyalty -- and creating an addicting, FOMO-inducing platform.

So how can you get your community members to do what you want?

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Topics: Online Community Management, Member Engagement, Online Community

This, Not That: Images for Your Online Community

Written by Lauren Wolfe | on October 27, 2016 at 8:30 AM | 5 minute read

Online communities are notoriously difficult to visualize. I’m often asked how I keep finding new, interesting and accurate images to represent online communities and related industry subjects.

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Topics: Online Community Management, Engagement, Online Community

When Community Members Dive into Politics

Written by Jenny Taylor | on October 25, 2016 at 8:15 AM | 5 minute read

Election years are always contentious, but especially these days. It’s one thing to debate or talk with friends -- maybe even family? -- but it’s another when those conversations end up on your community. Even if you think most members generally see eye to eye, people still have different opinions, which can lead to tension or full blown arguments.

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Topics: Online Community Management, Engagement, Online Community

The Power of Pseudonyms in an Online Community

Written by Molly Talbert | on October 18, 2016 at 8:00 AM | 6 minute read

How do you balance lively conversations with some members’ temptation to bully and troll? People usually think that it comes down to identity -- if your online identity is connected to your offline identity, you’re less likely to troll, since everything you say or do lives online forever.

Often, online identity is framed as an either-or decision -- either it’s completely connected to your “real identity” (including your Facebook page, LinkedIn account and everywhere else) or you’re completely anonymous and untraceable.

But is this either-or way of framing the conversation the only way to look at identity online? No, and that’s where the underused concept of pseudonyms comes into play.

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Topics: Online Community Management, Online Community

Should Lurkers Be Called 'Lurkers'?

Written by Molly Talbert | on October 12, 2016 at 8:26 AM | 4 minute read

Would you rather be called a ‘lurker’ or a ‘wallflower’?

Language is an important factor when creating an online community. Developing specific words or phrases can deepen a sense of community amongst your members, giving them the feeling of being on the “inside” or part of an exclusive group. Language can also influence engagement, depending on how positively -- or negatively -- members feel about your word choices.

Which leads us to this question: should we call lurkers ‘lurkers’?

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Topics: Online Community Management, Engagement, Online Community

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