Community Management

Everything related to community strategy and moderation

250 Topics

Etienne Nichols
Etienne NicholsReady to take it to the next level
posted in Community Success

Community Manual for First-Time Community Managers

Hey guys!Some of you saw my presentation to first-time community managers… During that talk, I mentioned that I was 3 months in to community management, and I was constantly regenerating information about the community, or searching for links to graphics, and so on… As a mechanical engineer coming from MedTech, medical device companies are required to have something called a Quality Manual (it shows FDA the commitment to quality, and typically ties all the SOP - Standard Operating Procedures - together within that company).I figured, why not make one for my community? So I created what I call a “Community Manual.” Hopefully this is helpful - it doesn’t have anything company specific, it’s meant to be a template. If you use it and it’s helpful - great! If it makes life hard, ditch it!Either way, I’d love to hear what you think! What tools have you used to make life easier for you as a Community Manager??Link to Community Manual

0
Etienne Nichols
3 days ago
Casstastr0phee
inSpires others
Casstastr0pheeinSpires others
posted in Analytics & reporting

How Are Community Managers Measuring Benchmark for Page Views?

After doing a lot of initial research and digging around for industry standards, I found it really hard to pinpoint an exact benchmark goal for average page views/user. I’m curious to know how other people are approaching this type of metric, or if they’re really measuring it or just comparing against themselves? I know that this is pretty different across the board for all industries and more/less engaged communities probably play a factor too- but just trying to get a sense of what others think. For reference, we just launched our Community just shy of three weeks ago, and our average page views/user is 5.4  Any insight or thoughts is greatly appreciated! -Cass.

3
Alistair FIeld
Head of Community
3 days ago
Alistair FIeld
Head of Community
Alistair FIeldHead of Community
posted in Community Success

Who should own community???? 💭

A very common question when deciding on embracing community is;Who should own it?This question came to @anirbandutta and I during our recent session at Gainsight Pulse Europe (Shameless plug alert: Audio and Slides can be found here)Over the years I have seen all permutations and locations. I can say for us here at Gainsight, the Community Team rolls up into our Chief Customer Officer via the Customer Success Team.For sure, no matter where your community falls. You need to make sure you prove value to the executive sponsor and person who pays the bills 💰. Only then can you grown and make even more impact company wide. Running a community is a cross team effort, but we wanted to open up the subject to get your thoughts and input. So, in which team do you currently report into? Marketing Customer Success Product Support Otheror which team do you think you should report into? 

3
JessEs
inSpires others
5 days ago
Daniele
Total Rock Star
DanieleTotal Rock Star
asked in: Analytics & reporting

Best Practices on how to make a content forecast

Hi there,My current task is to create a Content Forecast for the two coming years (2023-2024) so we can have a rough estimate of how many user questions, discussion, and comments we can expect (inside and outside of ideation) in order to have an estimate of how much content will need to be moderatedHow would you approach this?I came up with an idea but maybe somebody has got a better technique :)First off: I already have a member forecast & a session forecast for the next to years. This will be an important factor for the forecast calculations.Basically I have a list of all numbers for the past year with which I calculate a ratio(simplified version here)Month Questions Sessions Members Ratio: Questions  p. Session Ratio: Questions p.Member January 100 10000 5000 0.01 0.02 February           etc.            Then I calculate a monthly ratio, e.g. (topics p. session) and (topics p. member) of each of the above content types.→  e.g. for

2
Daniele
Total Rock Star
17 days ago
A
inSpires others
AnitahginSpires others
asked in: Community Success

Rank structure that include rewards for completed courses in LMS

Hi all, We’re trying to come up with a rank system that: For some users also include points awarded for completed training courses in our LMS (SkillJar). There will also be users that will not complete any training courses that can still climb the rank system due to community engagement only. Anyone with the experience on the above, and would you know if there is a way for us to build out separate rank paths, such as one for customers and one for partners, where the requirements to climb ranks and receive badges differ?@bas

2
A
inSpires others
17 days ago
J
Julian NichollsGetting inSpired
asked in: SEO, traffic and integrations

How do I connect Google Search Console?

How do I verify the community platform on search console once I’ve connected the domain? 

1
Julian
inSider
18 days ago
A
allison_ableGetting inSpired
asked in: Gamification, activation & super users

Gamification Metric Tracking

How are you pulling metrics related to gamification? 

2
ddpancratz
Total Rock Star
26 days ago
J
JSmithGetting inSpired
asked in: Gamification, activation & super users

Badges for logins

Is there a way to give badges to users based on how many times they have logged into the community? I’m setting up our gamification and was thinking about rewarding users based off the number of times they have logged into our community, but I’m not sure how to do it or if it’s even possible. Also, any input as to what has worked for your community in regards to gamification would be greatly appreciated!  

4
ddpancratz
Total Rock Star
27 days ago
cstrange
cstrangeReady to inSpire others
posted in Analytics & reporting

Easy Article Engagement Tracking

Hey there, Looking for some guidance with tracking the impact of content in Community. For example, right now if you create an article you can see how many views it has had and how many comments individually, but I am not seeing an easy way to keep track of this info and/or export it to have it available to compare or A/B test. I’ve been manually tracking in a spreadsheet, but curious if others have ideas, or if this is a feature request.Thanks!Chloe

1
A
30 days ago
juan.delrio
juan.delrioReady to take it to the next level
asked in: Gamification, activation & super users

How do I get notified of user rank progression?

Activity will net you points which will net you ranks.   How do I get notified when a user gains a Rank so that I can celebrate that event and bring more attention to activity?

4
J
1 month ago
emily.arent
emily.arentGetting inSpired
asked in: Analytics & reporting

Self-service score benchmark for B2B Saas communities

Hi there community builders!As we approach the end of 2022 and the 7 month anniversary of our community launch, I’m diving deep on our self-service metrics in collaboration with our Customer Support leadership. I understand that what success looks like is going to differ significantly from community to community. But I’m hoping to zero in on some sort of benchmark we can aim towards for our self-service score in 2023. Is anyone else who’s running a B2B Saas community willing to share theirs as well as how long you’ve been live and any projects / programs you feel have been instrumental to making progress on this metric? For reference - we started at 0.1 back in July and were at 0.16 in November. 

0
emily.arent
1 month ago
revote
Total Rock Star
revoteTotal Rock Star
asked in: Analytics & reporting

How many user participated in certain topic?

For example, how many individual user commented certain topic in given timeframe, and how many individual user liked and so on.Is this possible somehow? I cant find anything related with this from Analytics.

2
revote
Total Rock Star
1 month ago
revote
Total Rock Star
revoteTotal Rock Star
asked in: Analytics & reporting

Featured topics -widget and measuring the amount of clicks

We have Featured topics and Quick links widgets in our front page. I can add Google Analytics tracking code to the Quick links but not to the Featured topics.Is there any workaround, to measure how many click links gets? To know what links (widgets) are helpful to the users.

2
revote
Total Rock Star
1 month ago
ddpancratz
Total Rock Star
ddpancratzTotal Rock Star
asked in: Gamification, activation & super users

Super User Questions: Automatic Adds & Benefits of the role

As far as I can tell from documentation on user roles, there’s no automatic way to add a super user role. Is that correct?   It also seems that the benefits / use case of the role is granting users the ability to mark the correct answer on posts. What else am I missing? My real problem: I want to give contributing users a special Rank above some of our other ranks. It’s based on them leading one of our groups or being a contributing author to our Knowledge Base (a whole other challenge, please vote for the idea below).But because Rank rules require either a set volume of topics/replies OR some other criteria, I can’t even build the rank to add manually. So using a user role like super user (which I can do manually per-user) is my likely solution to be able to 1.) create the rank, and 2.) automate someone getting that rank based on their role. If you have a better solution, please share! 

4
Kgastaldo
Super user
1 month ago
Cathleen
CathleenGetting inSpired
asked in: Gamification, activation & super users

Rank Incon shape

Dear community,we need a round icon for the ranks. Unfortunately these are currently shown as a square. How can I change the shape?thx, Cathleen

2
Oliver Marriott
inSider
1 month ago
ryanne.perry
ryanne.perryReady to inSpire others
posted in Gamification, activation & super users

Account Approval: Notifying users about account activation

If you are customer an account approval process for your Community, is there a way to add a note to the user so they know they should go to their email and click the ‘Activate’ their account button to prompt the approval process?

3
ryanne.perry
1 month ago
K
krystalwuGetting inSpired
asked in: Analytics & reporting

Search for active users with at least 1 post AND registered within the last 6 months

Looking to gather data around this question: Can you search for active users with at least 1 post and registered within the last 6 months? I am trying to find out that for every 6 months of the new members joining, are they active and posting at least 1 time within the community. Right now, I can only uncover members all time rather than from members who are only newly registered during that time frame. Does anyone know a workaround or solution to this?

8
bas
inSider
1 month ago
Alistair FIeld
Head of Community
Alistair FIeldHead of Community
published in Community Success

inSided Community Success Cohort Program 🚀

inSided Community Success Cohort Program We are pleased to announce the inSided Community Success Program.  The mission of the program is to bring together like minded inSided customers and create a cohort to share experience, challenges and successes, to help each other achieve positive business outcomes. Below you will find a few details about the program. ScheduleMonthly inSided driven sessions to advance you on your Community Journey. Session 1 - Community Use Cases and Goal Setting In this first session, the inSided team will introduce the most common community use cases and share the factors that are most important to take into account as you plan your community program. We will then have an introduction for all cohort members to share where they have come from and where they want to go with their programs. You will get inspiration from other members, and also be able to ask questions, assist and advise each other. Session 2 - Analytics, Reporting and Community He

2214
H
2 months ago
Scott Baldwin
Total Rock Star
Scott BaldwinTotal Rock Star
asked in: SEO, traffic and integrations

Federating more than one Zendesk instance

Is it possible to federate more than one Zendesk instance? We have two products — Productboard and Satismeter — they have separate Zendesk help content for users — and we’d like both to appear in our community search.  Couldn’t find any details here: 

1
bas
inSider
2 months ago
victorlacombe
inSpires others
victorlacombeinSpires others
posted in SEO, traffic and integrations

Merging Knowledge base / Zendesk content within Insided Community (feedback needed)

We are contemplating the possibility to migrate our community from Zendesk to Insided. I know that Insided created the knowledge base feature to “combine your company’s support materials with community generated answers and best practices — all in one category page.” But are there actual exemples of companies (appart from Insided) that benefited from the merge of their community with their knowledge base. It seems that the standard is to keep them separate (lots of Insided customers are still on Zendesk for instance) to prevent mixing too much content and stepping on our community’s toes. Our concerns is that our customers would loose the feeling of the community if our company involves to much in content creation (articles, how to, ...) and eventually to lose their participation within the community.Any feedback on this?Thanks!

1
Alistair FIeld
Head of Community
2 months ago
m4rc
inSpires others
m4rcinSpires others
asked in: Gamification, activation & super users

Anyone else seeing reports of issues with email notifications?

Hi everyoneJust wondering if anyone else’s community is reporting any issues with email notifications?We've been informed by some of our superusers that they've stopped receiving emails notifications to new replies in topics they're following/favourited.It appears as though this is a recent development. Could it be linked to the small release to fix the order of replies in the favourites page? I believe this happened at the end of last week.(They've checked that their notification settings are correct.)

7
revote
Total Rock Star
2 months ago
KrisGoose
KrisGooseReady to inSpire others
asked in: Gamification, activation & super users

Progress to next rank under avatar

Is the progress bar under a users avatar something that is built into the platform OOTB or is it something that requires some additional configuration. Not seeing anything on the rank pages for it

5
KrisGoose
2 months ago
Gabolino
Total Rock Star
GabolinoTotal Rock Star
asked in: Analytics & reporting

Unique visitors GA vs InSided

Hello folks, I’ve noticed that unique visitors on InSided vs VA is very different. InSided gives me a lot more unique users which is nice, but suspicious. Anyone know why the big disparity? Also, if the unique visitors metric is not reliable, can we at least trust unique registered visitors?THANKS!

7
revote
Total Rock Star
2 months ago
Alistair FIeld
Head of Community
Alistair FIeldHead of Community
posted in Community Success

Understanding your Digital Customer Success journey to help maximise Community

Mapping out a Digital Customer Success journey can sometimes feel like a maze.Fear not, we have your back! Our content teams' latest blog gives you the rundown on:- Segmenting accounts- Enhancing the journey from admin support, post-launch, and beyond 🚀- How to tie it all together with community 👏 

0
Alistair FIeld
Head of Community
2 months ago
Maryam
MaryaminSpires others Level 1
posted in SEO, traffic and integrations

Why should I implement an exit survey and how?

[b]Introduction:[/b] Exit surveys can provide valuable feedback about the behavior and experience of the visitors (and members) on your community. An exit survey will provide you with important insights, for example about call deflection. Usually, companies maintain active partnership with a number of online marketing software vendors that will supply them with solutions like exit surveys. inSided has experience in implementing many of such solutions. If there is no vendor preference already, inSided consultants can recommend one. [b]Implementation:[/b] InSided is able to implement an exit survey on the community through a code snippet provided by the client (e.g through Usabilla, SurveyMonkey or Kampyle). The exit survey can then, for instance, be triggered as soon as a user navigates over the navigation panel of a browser. The settings of the exit survey can be set-up according to you preferences. Below you will find an example of most common settings. Exit survey is shown:

2
Scott Baldwin
Total Rock Star
3 months ago

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