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Andy Steggles

Andy is the President and Chief Customer Officer at Higher Logic. He is an industry thought leader and frequent keynote speaker at conferences and events, traveling the globe to educate professionals about the importance of collaborative software, the cloud and the impact technology makes on the community it serves. He is the author of the best selling book Social Networking for Nonprofits. Prior to joining Higher Logic, Andy spent ten years serving as the Chief Information Officer at the Risk & Insurance Management Society, Inc. (RIMS) where he headed their technology and social strategy initiatives.
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Recent Posts

Using An Online Community Platform to Crowdsource Conference Sessions

Written by Andy Steggles | on August 19, 2013 at 9:00 AM | 2 minute read

It's that time of year again - time to crowdsource sessions for Higher Logic's annual Users Group Conference, HUG Super Forum. This year is the fourth year we've done the conference, with each year drawing more attendees, and we expect this year's event to be the best yet. One of the reasons I think HUG Super Forum has been such a success is the way we pick the sessions. That is to say, we don't pick them - Higher Logic users do.

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Topics: Communications, Online Community Management, Online Community Software, Online Community

Online Community Resource: Engagement Success Kit

Written by Andy Steggles | on July 17, 2013 at 10:30 AM | 2 minute read

This blog is about presenting thoughts around social business in a broad sense. But when Higher Logic comes out with resources that I think would be useful to anyone interested in private online communities, I'll be sharing them here. Case in point: the 2013 Higher Logic Engagement Success Kit

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

Shamification: Gamification with a Twist of Social Pressure

Written by Andy Steggles | on June 27, 2013 at 10:00 AM | 2 minute read

Last week I attended an interesting event at Deloitte's Technology Venture Center which has me thinking about the concept of gamification. The presenter, Dan Yates, CEO and Founder of Opower led a discussion about how the use of consumer peer pressure saves money, reduces energy consumption and helped build a multi-million dollar company.

Opower is a SaaS platform which focuses on the energy industry. Yates recognized how incredibly useless a traditional energy bill was and decided to do something about it. After performing some tests, he proved the more traditional utility-to-consumer message of "Save 20% on your energy bill just by doing X,Y or Z" was not working. Yates said how he decided to "benchmark against the norm" by telling customers how they were doing relative to their neighbors. His message was essentially "70% of your 100 nearby neighbors use less energy than you." This new message recognized an almost immediate significant reduction in energy consumption which is what has driven his company through its exponential growth.

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Topics: Online Community Management, Social Media, Online Community

Association Communications: One Format Doesn't Fit All

Written by Andy Steggles | on June 13, 2013 at 12:00 PM | 3 minute read

A topic that seems to be of perpetual debate in the association community with regard to communications is the issue of "either/or." That's to say, should associations continue to deliver print communications or should they be switching entirely to digital. Some say that print is dead and that the only way to go is digital. Others contend that their members ONLY read print and aren't tech-savvy so digital is a non-option, period. My take on the issue isn't so black and white.

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Topics: Communications, Associations, Member Engagement, Online Community

Drive Online Community Engagement With Post-Event Live Chats

Written by Andy Steggles | on June 7, 2013 at 10:00 AM | 2 minute read

One of the great things about working with Higher Logic clients is learning from their expertise. With that in mind, this post will be the first of a series of posts highlighting top community manager practices.

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

Why "Friending" isn't Just for Facebook

Written by Andy Steggles | on June 3, 2013 at 10:00 AM | 2 minute read

A recent conversation on the Higher Logic Users Group (HUG) centered on the concept of connecting - the equivalent of "friending" on Facebook or connecting on LinkedIn - on private community platforms. In short, people were expressing their opinions on whether or not there was strategic value around members connecting with each other as contacts in addition to participating in discussions. While there's no doubt that members see value in private community platforms in terms of being a place to share or look for resources, or ask/answer questions, some feel that "friending" is something that is best left for Facebook.

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Topics: Community Platforms & Updates, Social Media, Online Community

Best Practices for Community Clean-Up

Written by Andy Steggles | on May 24, 2013 at 10:00 AM | 3 minute read

There is a lot of information available around the topic of launching private communities - best practices, tips, and implementation guides. Lately, I've been reviewing quite a few clients' private community sites, all of which have a ton of older content and/or inactive communities, and it occurred to me that there aren't a lot of resources available about "spring cleaning" established communities. With that in mind, I thought I'd share a few of my best practices with regards to managing community content and communities on an ongoing basis so your community doesn't become a ghost town of old content and inactive groups.

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Topics: Community Platforms & Updates, 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

Using Social CRM to Boost Inbound Marketing

Written by Andy Steggles | on April 25, 2013 at 9:00 AM | 3 minute read

The second quadrant in my Elements of Social Networking model is social CRM. Gartner defines social CRM as "a business strategy that entails the extension of marketing, sales and customer service processes to include the active participation of customers or visitors to an Internet channel (Web or mobile) with the goal of fostering participation in the business process."

With the predominance of public social media use, organizations are missing out on potential valuable data and opportunities if they're not actively listening for mentions of their brand and/or competitor's brands on the social web.

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Topics: Marketing, Social Media, Customer Experience, Online Community

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