Author: Eric Tracz

  • Product Communities VS Support Communitiesโ€”Whatโ€™s the Difference?

    Product Communities VS Support Communitiesโ€”Whatโ€™s the Difference?

    At first glance, itโ€™s natural to believe that there is no difference between support and product communitiesโ€”after all, arenโ€™t all communities built around product discussions and supporting members? The distinction is a subtle one: while service communities are about creating a great place to be, product communities are more about creating a great resource for…

  • Changing Your Community’s Purpose or Directionโ€”Without Losing Your Members?

    Changing Your Community’s Purpose or Directionโ€”Without Losing Your Members?

    Weโ€™ve written before about how to identify and define your communityโ€™s purposeโ€”but what if you decide to change course or head in a new direction? 

  • Understanding the โ€œ90-9-1″ Rule and How to Optimize It

    Understanding the โ€œ90-9-1″ Rule and How to Optimize It

    It is generally accepted that there are 3 categories of users within online communities:  The 1%โ€”Extremely active users who contribute the vast majority of content, answers, and activity.  The 9%โ€”All other casual or occasional contributors.  The 90%โ€”The โ€˜lurkersโ€™ who only consume content (or donโ€™t log in at all) and never contribute directly. 

  • Community Management: How the Hell Do I Stay on Top of Everything?

    Community Management: How the Hell Do I Stay on Top of Everything?

    With a little reading online, you might think that running a successful online communityโ€”the kind that skyrockets customer retention and helps long-term salesโ€”is the easiest thing in the world. A guaranteed overnight success! 

  • Key Metrics for Monitoring the Success of Your Community

    Key Metrics for Monitoring the Success of Your Community

    There are hundreds of different user and community metrics you could monitor, and many different ways to do it. For this post, weโ€™re going to look at some specific metrics which can help you understand your community at different stages of its life, and also your members on their journey from โ€˜newly registeredโ€™ to community…

  • How to Deal With Community Trolls and Rule Breakers

    How to Deal With Community Trolls and Rule Breakers

    Life is good. Your community is enjoying bountiful and engaging discussions, youโ€™re all growing as people and professionals, and thereโ€™s a tangible mutual respect that envelopes the entire community.  And then the trolls rear their ugly heads. 

  • How to Integrate New Members Into Your Online Community

    How to Integrate New Members Into Your Online Community

    If you can establish some momentum with getting new members in, make them comfortable and engaged with the community (i.e. onboarding them), youโ€™re setting yourself up for successโ€”but more than a few community managers underutilize or ignore this process.ย 

  • How to Make Gamification WORK for Your Community

    How to Make Gamification WORK for Your Community

    Weโ€™ve looked previously at why gamification is powerful for online community engagementโ€”today we want to explore the practical steps you can take to make it work for your community. 

  • What is Gamification and How Can it Help Your Online Community?

    What is Gamification and How Can it Help Your Online Community?

    Gamification is the brilliant process of adding gaming elements to regular tasks, to encourage participation. Itโ€™s also a great example of frequency illusion: once you notice it for the first time, youโ€™ll start seeing gamification everywhere – especially online. We touched on this topic in the past, but it can’t be underestimated.

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