Community Management

Everything related to community strategy and moderation

199 Topics

Niels Kamper
Niels KamperReady to inSpire others
posted in Activation and Engagement

Tip: Sending personal 'thank you videos' and gifs to your (potential) super-users / experts

Hi all, As community team we are always looking for new ways to show our appreciation to our community members. Several months ago we started experimenting with sending our members 'milestone' videos. When a member reaches a certain milestone and/or achievement we record a personal YouTube video thanking them for their effort. In the video we introduce them to our team (if they haven't met them yet personally ), show them the work surroundings and really try to convey our gratitude. The feedback from our members have been overwhelmingly positive. They really appreciate the personal touch. A lot of users state that these gestures are worth more than badges, ranks or incentives and that they are really caught off-guard (in a positive way). [b]Tips video:[/b] -We first considered making a sleek studio video, but choose to make it more ‘amateurish’. I believe this makes it more personal.. shows the room as it is (messy, my bad) and it doesn't look staged. This makes the vi

5
OVOdarran
inSpires others
4 years ago
a.slyusar
a.slyusarReady to inSpire others
posted in Activation and Engagement

First year anniversary Community Kyivstar (Ukraine)

We held the first meeting with our Ambassadors. During the year we had 10 Ambassadors, but unfortunately only 4 Ambassadors and our moderators were able to come. We told Ambassadors about the principles of work of different departments of our company and gave them a tour of the office. [video]https://www.youtube.com/watch?v=NHTofaI4k1c[/video]

0
a.slyusar
4 years ago
Kat
KatReady to take it to the next level
posted in SEO and Traffic

Sign-ups increase & Better ad conversion

Hi I have recently launched a Facebook campaign optimized against sign-ups. We redirect users to the specific article on our forum: https://uk.community.huawei.com/photography-16/get-the-most-likes-and-win-when-autumn-comes-along-share-you-autumn-photos-419/index1.html. I have a feeling that this ad could perform even better with highlighted Sign-up button ("Login"). Currently it's called "LOGIN" which does not give a clear direction to the users on what he should do. Have you tested different name variants for this button? For example to show "Register" to those those users who are not logged in? I am curious about how other Inspired members are dealing with this topic. Cheers Kat

0
Kat
4 years ago
aluciani
Total Rock Star
alucianiTotal Rock Star
posted in Activation and Engagement

Article: The Magic Of Gamification with Real-Life Examples

Good article with real examples of gamification at work? [url=https://feedier.com/blog/magic-gamification/]The Magic Of Gamification with Real-Life Examples[/url] Anyone successfully implemented a gamification strategy? Anyone want to share details on how they achieved it? :thumbsup:

1
Martine
4 years ago
Julian
inSider
JulianinSider
posted in Activation and Engagement

Providing solutions: From complaints to ideas to best practices

For our last inSpired innovation lab, we received so many suggestions for our round table discussions that we actually ran out of round tables... :D We figured we might as well address them here on the community! This round table suggestion came from [user=230]tomasmouton[/user], who works on the [url=https://forum.nos.pt/]NOS community[/url]. Here's what he wrote: [quote]Looking to all the content generated on our community, we can say for sure that more than 85% is regarding complaints. Also, our users register themselves only to post a question/complaint... they do not help other - we have 23k users and only 10 are very active. My questions:[list] [*]how can we shift this mentality and encourage users to share solutions and best practices? [*]How can we educate user to mark the answers as "best one"? [*]Beside using prizes/contests, how can we engage with our users and make them more active? [/list][/quote] So let's look at the questions one by one: [b]How can

2
Julian
inSider
4 years ago
Rodion
RodionReady to inSpire others
asked in: Activation and Engagement

Some questions about badging

Hello, I'm trying to match my previous experience with InSided's training session. And I have some mismatches related to badging. Learning Gamification I kept the rule that all rewards should be reachable for every member and the way to get each one should be clear. There were a lot of researches of it. All my previous experience makes me sure that: [list=1] [*]A member of community should see all possible badges somewhere within his private profile to know which ones he can reach and how. Badges which are not reached yet are shown inactive, reached ones are active. [*]A member should understand what is the badge he has just earned for. [/list]As I see in your own community, and also the thing you said at activation session, a member should not know how to earn any badge (and which badges he can earn) at all. As for me, I see I earned 3 badges for yesterday but I even don't know for what are those badges. Okay, I can guess "Ideation guru" is for several ideas posted. But "Smart

1
Julian
inSider
4 years ago
Stéphan Lam
Stéphan LamReady to inSpire others
asked in: Activation and Engagement

Advice for Ranks?

I've read [url=https://community.insided.com/gamification-activation-super-users-32/using-rank-up-notifications-to-activate-your-community-582]this article[/url] about ranks. Great! Since I started as interim community manager at Eneco I don't like the way they set up the ranks. It starts with '1 watt' and goes up to '500 terawatt', in total 19 different ranks. I think this doesn't speak to anyone. I think people don't understand that 500 kilowatt is more than 250 megawatt (it's the other way round actually ;-)) I've added a screenshot of the ranks we are using at the moment. As I look at other communities, I like that better. Like Ziggo: Nieuwkomer, ontdekker, Super User, Liefhebber, Expert, etc Or T-Mobile: Klant expert, top poster, legendarische super user, etc. Two questions: [list] [*]is 19 ranks too much (or too less)? [*]what ranks do you use (can you share a screenshot)? [/list] Thanks! :first_place: [img]https://uploads-eu-west-1.insided.com/inspired-en/attac

1
Julian
inSider
4 years ago
mafe.pelaez
mafe.pelaezReady to inSpire others
posted in Activation and Engagement

Music forum suggestion

Hi all! [b]I wanted to ask you if you have any suggestion for a Music Forum content[/b]. Our concern is that users don't engage much with music topics, they engage and comment about issues with their account. I am in charge for the content of the Deezer Community and I am trying to engage with the users and motivate them to speak about music, their favorite songs, music suggestions, etc. https://dzr.lnk.to/Community_Music Thank you! :dancer:

3
Stéphan Lam
4 years ago
OVOdarran
inSpires others
OVOdarraninSpires others
asked in: Activation and Engagement

Private forum areas - Question

We are setting up a private area on the forum to support a specific group of employees. Ideally I want them to only see this new private area and not the whole public facing forum. I cannot see how to do this in control? It looks like we might need a new specific role created to help us facilitate this. Anyone know?? Darran

14
Julian
inSider
4 years ago
Julian
inSider
JulianinSider
posted in Activation and Engagement

Re-target inactive members on your community

A struggle that every community is troubling with is bringing back those users who have become inactive. Many users share their question and, once it has been answered, will leave the community for good. Of course our notification emails will reach them as well, but that requires activity in those topics / subforums which the user has subscribed to. Re-targeting campaigns are not uncommon, you can choose to identify and then target specific groups of your userbase in order to stimulate them with interesting content. Others choose to check on activity of their very active members, to ensure that they keep coming back to the community. An example which I like is a newsletter I receive form [url=https://www.feverbee.com/]FeverBee[/url] (an online community consultant agency). On a monthly basis, they send emails to their inactive members, showing recent activity and even some stats: [img]https://uploads-eu-west-1.insided.com/inspired-en/attachment/285f9f7a-6b8b-4b57-af6d-aa0e

0
Julian
inSider
4 years ago
Florian
FlorianReady to inSpire others
posted in Activation and Engagement

Driving Engagement through expanded gamification options

Hello fellow community Managers, the core of what we do centers around finding way to engage all the users of our communities, attracting them to become and stay active and thus create a vibrant and valuable community. Through gamification, we aim at triggering those “happy moments” (endorphine releases) which provide a gratification for users and hook them to our communities. However, the current gamification system is highly geared towards specific activities around creation of content and misses other social activities that I want to endorse to drive a healthy community. I'm Think about a city: not only do you need roads and buildings, you also need water & electricity services, canalization, public transportation, etc. Therefore I want to suggest to enhance the gamification system with additional triggers that are more geared toward pushing additional activities that bring value to the community and invite all of you to chime in :) [b]Personal recognition -[/b] cre

4
Florian
4 years ago
Julian
inSider
JulianinSider
posted in Activation and Engagement

inSpired Innovation Lab: Roundtable Recap #2 - Engagement

[i]In the course of our inSpired Innovation Lab we hosted a series of roundtables. During the roundtable around engagement, 10 Community Managers and Moderators came together to discuss the topic of engagement on the community. Due to technical issues, the recording did not have the level of quality we expected. Hence we have decided to write out all the things that have been discussed, so that you can read back all the tips and tricks.[/i] This roundtable was started with two open questions to all participants: [list] [*]What pops up when you think about community engagement? [*]Why is engagement important to you? [/list] The participants had different topics in mind when it came to engagement. Some focused on interaction and replies, while others were more concerned with the helpfulness of the content and creating a welcoming environment for new users. However, when it came to the “Why” question, everyone seemed to agree: Engagement is at the heart of the community. Without

0
Julian
inSider
4 years ago
Julian
inSider
JulianinSider
posted in Activation and Engagement

inSpired Innovation Lab: Roundtable Recap #1 - Getting Started with Superusers

[img]9a21847c-f13e-4acf-851f-51eb1f01c765.png[/img] This is one of the learnings that Ditte (Community Manager at Sonos) shared during the roundtable ‘getting started with superusers’ at the inSpired event. In this article, we will cover some of the most interesting topics that have been discussed, so that everyone can learn from these and bring them into practice. Should you have your very own tips & tricks, then don't hesitate to add it to the comments! [i]Over the course of two roundtables, 16 representatives of 11 different companies discussed their own best practices around superusers. Ditte guided them during the sessions with her extensive knowledge in finding, nurturing, growing ánd rewarding this very special group of users. She even revealed why she introduced her own ‘beer rule’ in her job as a community manager![/i] [b]Use your superusers' super power[/b] The first roundtable started with a lively discussion about the personalities of superusers: Make sure to align the ‘

0
Julian
inSider
4 years ago
Ditte
inSpires others
DitteinSpires others
posted in Activation and Engagement

The Superuser management one pager from InSpired Innovation Lab, May 2018

[u]What are we looking for? Look at community goals[/u] · Regular, impactful activity (likes and answers – check your data) · Constructive criticism (it’s OK to disagree, if there’s an alternative solution presented) · Helpfulness and kindness vs advocacy and brand evangelists [u]How do we reach out?[/u] · Pick a specific post, and start your praise from there · Make them feel important – appreciate their knowledge (@Mention is great for this) · Ask for their advice – manage expectations [u]How do we know they’re right for us?[/u] · Check their support contacts – how do they approach your service personnel? · Stalk their social media – are they :) or :( ? · The ‘beer test’ – Do you look forwards to hanging out with this person for an hour? · Gut feeling and intuition – trust it [u]How do we make them “official”?[/u] · Public / formal - or - Private / hidden? · Closed area (controlled with role) · St

0
Ditte
inSpires others
4 years ago
B
BasRutjesGetting inSpired
posted in Activation and Engagement

More ways to earn badges

Hey all, I was wondering if there is a possibility that the rules where users earn badges could get an update. By example: we would like our users to receives badges when they reply late at night, early in the morning, really fast or by the amount of likes they get on their replies. At this moment it is only possible to recieve badges by the amount of replies within a sub category. This leaves little room for creactivity and encouragement. Are there any other Communities that feel the same way about this subject? If yes i would love to hear more about it!

2
Jurgen
4 years ago
inSided CSM
inSided CSMGetting inSpired
posted in SEO and Traffic

SEO of your community

Search Engine Optimization refers to the series of techniques that are used to ensure that content matches people’s queries on search engines. An effective SEO strategy allows a website to appear in the first page(s) of the SERPs (search engine results pages), which contains the websites visited by the vast majority of people using Google, Bing or Yahoo. Improving the SEO value of your community ensures that its ranking on SERPs is higher for key topics. A higher rank in the SERPs means that users who may have ended up in your competitor’s community end up in yours. Communities publish large quantities of content on a daily basis. This large content volume explains why most of their traffic is the result of organic searches. The better this content matches people’s search queries, the more successful a community will be, in terms of its SERPs rankings. Improving the SEO value of your community ensures that its ranking on SERPs is higher for key topics. A higher rank in the SERPs mea

0
inSided CSM
4 years ago
Julian
inSider
JulianinSider
posted in Activation and Engagement

What can I find in Gamification, Activation & Super Users?

Hi, this category contains extremely important knowledge about everything around engagement: You can learn how to improve your ranking structure, making sure that questions are being answered, that users will return to the community as well as how to manage your super users the right way. These are very important aspects to take care of, especially if you are working in a service community. Regardless the context (and maturity) of your community however, you will certainly have questions and concerns on how to engage with your users the best. Don't be shy and let us know what you regard as a challenge, we have a lot of knowledge and will be happy to help you figuring it out! Cheers, Julian

0
Julian
inSider
4 years ago
OVOdarran
inSpires others
OVOdarraninSpires others
posted in Activation and Engagement

Creating a private area on the forum for superusers...

........how do you achieve this? Does it work? I was chatting to Tim at NLE and he mentioned they have this and it allows them to share information with them but not with the rest of the users. It sounds like a good way to really engage the superusers so I'm keen to find out if anyone else has done this? Does it work? Darran

9
Julian
inSider
4 years ago
OVOdarran
inSpires others
OVOdarraninSpires others
posted in Activation and Engagement

How do you improve the level of peer to peer support on your community?

Being an energy company, a lot of the queries we are getting through the community are asked by users with the best intentions, but quite often we have to pick up the query as it is very account specific to that customer. On occasion others offer to help by giving some advice and we are working on nudging our more active users to step in and help, some of which are doing so off their own back. But I'd love to hear from you guys on what you've done to improve peer to peer support on your community? Any real successes in what you did that helped drive this forward? Look forward to hearing from you! Darran

4
Hugo
inSider
5 years ago
inSided CSM
inSided CSMGetting inSpired
posted in SEO and Traffic

Conversations Everywhere - Interactive community functionality

[h1]Using interactive community functionality[/h1][b]While static and dynamic integrations can serve many use cases, injecting interactive functionality into your online channels takes the customer journey to a whole new level.[/b] Regardless of the type of interface - whether it’s a chat-based search assistant or a customer portal channel - smart and real-time community interactions will enable extensive reuse of your user-generated content, and will even help add to it. [h2]Starting with the essentials[/h2][h3]Use case: harnessing search results[/h3]An obvious use case with high impact is arranging for true federated search. This means that community answer results will be adopted into your web and app search engines for service questions. Depending on the search engine used, this social layer can be built using either real-time API topic search queries or cached results which are synchronized from the API at regular intervals. Another method could be to apply third-party index

0
inSided CSM
5 years ago
Ellen
EllenReady to take it to the next level
posted in Activation and Engagement

couple of questions : search bar / registratrion / launch of discussions

hey guys, In our statistics, I see that a very small percentage is using the search bar (ca 5%) so i was wondering whether that is the case in other communities as well? any ideas on how to increase that use? second question: what is your % of members who do not activate their account? seems pretty high (35 to 40%) in our community, what do you think about it? and third question: I would like to start with some great discussion topics next year, for instance, head of marketing who talks about evolution in the industry, you can post questions you would like him to answer, and react later on. Or something like that, just to stimulate the sense of community cause that is lacking. we have a lot of members who post their question, and then leave. what did you do in order to stimulate it? did you launch that kind of discussions already? some best practices maybe? thanks! ELlen

4
Jurgen
5 years ago
Tanja
inSpires others
TanjainSpires others
posted in Community Success

How do you measure co-creation value?

How do you measure co-creation value to your organisation? Of course showing a better or new improved product shows that it has value. But i'm looking for a model to show it with indicators. My company likes numbers ;) Does anybody use a model?

3
Julian
inSider
5 years ago
Jurgen
Jurgen
asked in: SEO and Traffic

Advanced web analytics for your community

In the near future, we'll have some analytics dashboards available in the control environment. That's great of course. But if you add your own tagging and tracking to your company website and community, it's possible to get far more advanced web analytics than what Insided can offer. For example, it's possible to track what paths forum visitors are taking to and from your company site and to compare the visits of members and guests. The sky is the limit. Who else is tagging and tracking on their forum? Do you use Google or Adobe Omniture? Would you like to share insights? What would Insided advise to community managers to get started with this? [video]https://www.youtube.com/watch?v=1lfnOYu0zxA[/video]

2
OVOdarran
inSpires others
5 years ago
Haiko
inSider
HaikoinSider
posted in Activation and Engagement

Share your story: super user meetings

There are many ways to activate a community. One powerful -and relative easy- way is to organize offline meetings with your (super) users. By meeting face to face you really build a relationship with and among them, show them they are important to you and learn what is important to them. In such a meeting you can also share background information on your organization, turning them into even bigger brand advocates and enable them to help other customers better. Organizing a super user meeting can be as easy (and low cost) as inviting some super users to your office, show them around and have a pizza and a beer together. Or you could put more effort & time into it. I know there are many great stories on super user meetings. Please share your story: what did you do, what did you like the most about it. Footage is of course more then welcome:wink: To kick it off I would like to share a story from T-Mobile (but people from T-Mobile please add more background and other stories:) T

3
Hugo
inSider
5 years ago
inSided CSM
inSided CSMGetting inSpired
posted in SEO and Traffic

Community Growth: Step 3: Motivating (KB)

[b]You already know how to [url=https://community.insided.com/acquisition-31/kb-312]reach out[/url] to your audience, and why creating relevant, persuasive and timely communications will allow you to effectively [url=https://community.insided.com/acquisition-31/kb-313]connect[/url] with potential users. The better you connect, the more you will grow your community. The last step in maximizing your community growth is [i]motivating. [/i]Motivating people to join and participate on your community is key to community success. In this article, we explain how.[/b] [h2]Why your community?[/h2] To be able to motivate people to join and participate in your community, you should have a clear and extensive list of reasons to do so. Possible reasons can be..[list][*]Your community is the BEST source of relevant and complete information about your products and services[*]Your community is the BEST source of trustworthy reviews about your products and services[*]Your community provides teasers and

0
inSided CSM
5 years ago

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