Thinking about the personas in your online community is critical - if you don't know who you are creating content and planning programs for then you're unlikely to create meaningful engagement. A community persona is a group of users that displays a set of similar characteristics. Defining … [Read more...]
Community Conversations – Episode #84: Jillian Bejtlich on Support Communities
Community Conversations is a long-running podcast highlighting community success stories from a wide variety of online community management professionals. Episode #84 of Community Conversations features Jillian Bejtlich Director of Community, Documentation, and User Education at Zapier. In this … [Read more...]
5 Ways to Put Your Community Members First
Online customer communities solve many tangible business problems. They can increase case deflection, lower support costs, enable distance collaboration, and connect global audiences. Customer communities also empower their members by making them feel seen and heard. Empowerment might not be on … [Read more...]
Creating a Positive Feedback Loop Process in 4 Steps
As a community manager, there may be days when you find yourself channeling a firefighter more than anything else. Issue after issue (ranging from things as simple as missing an update to as complex as a feature no longer working) rolls in from your members, and you can barely keep up before the … [Read more...]
Community Teams are Growing
The Community Management competency of the Community Maturity Model™ involves everything that ensures communities are productive. While community managers come from all walks of life and approach their role differently, they have the same goal: Build healthy, engaged communities where members learn … [Read more...]
3 Tips for Building Safe and Inclusive Community Spaces
Ashleigh Brookshaw has spent her career building community in the insurance, association, and now software spaces, so she knows her way around the foundations of community management. Still, some things surprise her. "You may think people would want to create a welcoming environment for all but … [Read more...]
Ashleigh Brookshaw on DEIB in Community
Lessons from The NEW Community Manager Handbook is a limited-run podcast series, featuring the 21 community leaders showcased in the Handbook in conversation with Anne Mbugua. Episode 11 features Ashleigh Brookshaw, Senior Manager - Customer Experience & Community at NICE … [Read more...]
Three Ways Verint Community Drives Success
Online community case studies from Sage Software, Olympus Cameras, and Chartered Institute of Personnel and Development (CIPD). This guest post is sponsored content provided by Verint. Learn more about Verint here. More and more companies understand that support communities can play a key role … [Read more...]
4 Things to Consider When Launching a Community Mentorship Program
Mentorships have existed, well, forever, and they’ve always been an excellent way to share knowledge. But with the COVID-19 pandemic, loads of mentorship programs have had to shift from in-person to virtual, and that’s not always an easy feat. Not easy, but not impossible — especially with these … [Read more...]
Community Conversations – Episode #83: Anne Larsen on Community Culture
Community Conversations is a long-running podcast highlighting community success stories from a wide variety of online community management professionals. Episode #83 of Community Conversations features Anne Larsen, Applications Consultant at Grundfos. On this special State of Community … [Read more...]
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