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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

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

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

Four Elements of Enterprise Social Networking

Written by Andy Steggles | on April 21, 2013 at 11:00 AM | 3 minute read

Social Networking in the Enterprise

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Topics: Social Media, Customer Communities, Collaboration Tools, Online Community

The Culture Change Required of Social Business

Written by Andy Steggles | on April 18, 2013 at 10:30 AM | 2 minute read

As I've blogged about before, I see enterprise social networking as encompassing four quadrants. As I detail in that post, and will be expanding upon in future posts, there are myriad opportunities for companies leveraging one or more elements of enterprise social networking. Public social media sites offer the ability to interface with customers "where they are," to monitor what's being said about your brand on those sites, and to incorporate those channels into your organization's overall communications strategy.

Social CRM allows businesses to pull data from public social media spaces into their CRM and to use that data to augment existing customer information, gain business intelligence, and drive leads. Social software in the workplace offers great potential with regards to improving internal collaboration and communication. And externally-facing social software enables businesses to combine the benefits of public social media sites and social software to allow customers to connect with each other, help each other, and engage directly with your brand in an owned environment.

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Topics: Communications, Engagement, Social Media, 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

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

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