When it comes to community management, finding your purpose, or increasing value for your members, we often talk about interviewing members. These interviews are such powerful sources of insight that we believe they can help you surmount virtually any challenge the community faces.Read more
Category: Community Management
Guidelines, advice and shared experience in managing online communities
While most brand communities would say they exist “To help our customers”, or potential customers, they probably fall into one of two camps: first resort or last resort.Read more
Developing your online community takes a lot of hard work. You’ll make mistakes and learn lessons, but hopefully have a blast bringing it all together and watching it grow. But to help you avoid a few common stumbling blocks, we’ve put together this quick-fire list of mistakes and pitfalls we’ve seen through years of building successful online communities. We hope it helps!Read more
At first glance, it’s natural to believe that there is no difference between support and product communities—after all, aren’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 members.Read more
We’ve written before about how to identify and define your community’s purpose—but what if you decide to change course or head in a new direction?Read more
Handled correctly, user-generated content is one of the holy grails of online communities. With the community manager putting out fires almost 24-7, imagine having your extremely qualified, expert members creating posts and content on their own, and generating huge engagement in the process? The strategy can be hugely powerful and has worked for major brands across the world.Read more
It is generally accepted that there are 3 categories of users within online communities:
- The 1%—Extremely active users who contribute the vast majority of content, answers, and activity.
- The 9%—All other casual or occasional contributors.
- The 90%—The ‘lurkers’ who only consume content (or don’t log in at all) and never contribute directly.
On the surface, having a closed online community might seem the obvious route. You get to vet and filter new members and don’t have to deal with trolls and Karens slamming your content every day. However, there are serious risks associated with growth and sustainability of closed groups, so we encourage you to weigh up the pros and cons before making your decision.Read more
Like most business ventures, the answer to generating profit from your community doesn’t lie in some lazy hack. It’s easy to start spamming your community with ads, merch, and membership fees…but it needs to be handled professionally. Do it wrong, and you might not have a community left to monetize.Read more