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Four Tips for Selecting a Community Technology

August 2, 2023 By Shannon Abram

The right community technology is critical. It provides the infrastructure to connect your members, share information and ideas, and collaborate on projects.

We know that  technology ≠ community. But an effective community technology strategy should include the combination of a primary platform (external like Khoros or home-grown) and extensions like reporting tools (Orbit, Common Room) and generative AI tools. This ensures you have the technology in place to create and manage an effective and elegant community solution.

You can use our Use the Community Technology Framework™ (below) in conjunction with our other community models and frameworks to ensure you are building best-in-class community programs using common language.

Four Tips for Selecting a Community Technology
community technology framework - community platform and technology resources

Why is selecting your technology important?

Choosing the right community management technology can be daunting. But selecting a community technology (or an ecosystem of tools) is important for four main reasons:

  • Efficiency. Selecting the right community technology helps automate tasks, such as moderating discussions, sending out announcements, and tracking engagement. This frees up your time so you can focus on other more personally meaningful aspects of community management.
  • Effectiveness. Selecting the right community technology for your needs helps create a more engaging and productive community. Depending on your needs, your community technology can create polls, surveys, and discussion forums to get feedback from your members. It can host gamification elements to boost engagement and create safe spaces for your members to collaborate and share ideas. Some community technologies even offer niche services likes translating.
  • Security. Selecting the right community technology protects your community from spam, trolls, and other forms of abuse. It will also have features that allow you to control access to your community and what content members see.
  • Scalability. The right technology must able to grow with your community. As your community grows, you’ll need a platform that can handle the increased traffic and volume of data.

Four Tips for Selecting a Community Technology

Use these fours tips for selecting a community technology to make the best decision for your community program.

  1. Start with Strategy. The complexity of these platform choices may confuse you, your community management team, and your members. A good strategy prioritizes and identifies the key behaviors that you need to enable. This gives you strong guidance as you look at and configure platforms. Without that alignment, the conflict will at best keep you from efficiency and at worst, hamper engagement and value.
  2. Evaluate Analytics & Reporting Next. If you can’t see what members are doing you will not be able to optimize your system. You need to see it in the data, segment it, compare it, and measure its value and influence on business outcomes. Additionally, the ability to easily get tactical, operational, and strategic reports will impact your ability to manage the community and communicate progress to stakeholders.
  3. Platform Architecture Bites Back. If you don’t evaluate the permissions structure, the way in which new communities are provisioned, and the integration and indexing of content, audit options, and ecosystem governance you may be left with a tool that severely limits growth.
  4. Evaluate User Functionality. If your key behaviors are available in the platform but difficult to use, that will be problematic and it will constrict engagement rates and value. Additionally, design (particularly graphics and faces) matters in social systems. Faces are critical to ensure your community feels like well, a community. Otherwise it could feel like a static website, a content repository, or a transactional ticketing solution.

Beyond ChatGPT: Four Generative AI Tools for Community Managers

July 31, 2023 By Shannon Abram

One of the biggest use cases for generative AI for community managers is help generating new content and copywriting. We think generative AI is a great tool for outlining, drafting, and researching content projects but IT IS NOT a substitute for thoughtful, people-generated content for your communities.

Since ChatGPT blazed onto the scene in November 2022 they’ve been the biggest generative AI name community managers have been discussing. But, ChatGPT isn’t the only (or even best) option for a lot of the content-related uses community managers have for generative AI capabilities. Google’s Bard is the other big name in general generative AI right now, but of course this is constantly changing.

Beyond ChatGPT: Four Generative AI Tools for Community Managers

Here’s a quick rundown of four generative AI tools for community managers working on content/copywriting projects:

Four Generative AI Tools for Community Managers

  1. Jasper is a popular AI content and copywriting tool that uses GPT-3 to generate high-quality, human-like copy. Jasper, like most of these tools, can create a variety of content, including blog posts, ad copy, and social media posts. Jasper AI copywriting tool
  2. Writesonic is another popular AI content and copywriting tool that uses GPT-3 to generate high-quality copy. They focus on writing factual and hyper-personalized content that maintains your brand voice and is SEO-optimized with your chosen keywords. Writesonic AI copywriting tool
  3. Anyword is an AI content and copywriting tool that focuses on AI performance writing for marketing teams. And stands out for it’s ability to write optimized copy for search engine results pages (SERPs). The also have a Canva extension so you can generate copy during the design process. Anyword AI copywriting tool
  4. Grammarly is a well-known grammar checker that you might already use (we do!) We just learned that Grammarly also offers an AI copywriting tool that can used to improve the grammar, style, and clarity of your copy, in addition to generating copy in the your voice or the voice of your brand. Grammarly AI copywriting tool

Which Tool Should You Choose?

As always, the best generative AI tool for you and your community depends on your specific needs, preferences, and resources. Looking for a tool that can generate high-quality, human-like copy? Jasper or Writesonic are good options. Looking for a tool that can write copy optimized for SERPs? Anyword is a good option! And if you are looking for a tool that can help you improve the grammar, style, and clarity of your copy, then Grammarly is a good option.

We’d be remiss not to reiterate that any generative AI tool are not a replacement for human copywriters. They are a valuable source of ideas and inspiration, but shouldn’t be used as the sole content generation tool (learn more about the challenges of using generative AI here) in your toolbox. Ultimately, the best content for your community managers is still going to be written by human community managers. They are the ones who truly understand the nuances of your voice, tone and language, and the unique needs and requirements of your audiences.

Other Factors to To Consider

Here are some additional factors to consider when choosing a generative AI tool for content generation and copywriting:

  • The type of content you need to create. Some tools create certain types of content better than others. For example, Jasper is a good choice for creating blog posts, while Writesonic is a good choice for creating ad copy.
  • The price. Generative AI tools can range in price from free to hundreds of dollars per month. It is important to choose a tool that fits your budget.
  • The ease of use. Some tools are more user-friendly than others. If you are not familiar with generative AI tools, it is important to choose a tool that is easy to learn and use.

Four Ways Generative AI Can Help Community Managers

July 12, 2023 By Shannon Abram

Generative AI (like ChatGPT and Bard) can help community managers in a number of ways. As we discussed in the SOCM 2023 and Four AI Prompts for Community Managers, ChatGPT (or any generative AI) is not designed to do your work, but to accelerate your work. You still need the ideas, you just need to learn how to express them as prompts. 

We like to like of generative AI as another team member to help us generate ideas, draft copy (that we heavily edit!) and research ideas or topics that we are learning about. But that’s just a tip of what community managers can do with generative AI.

Four Ways Generative AI Can Help Community Managers

If you need help getting started, here are four ways generative AI can help community managers accelerate their work.

Four Ways Generative AI Can Help Community Managers

  • Automating repetitive tasks: Generative AI can be used to automate tasks such as moderating comments, generating FAQs, and creating social media posts. This can free up community managers to focus on more strategic and creative work.
  • Providing insights into community behavior: Generative AI can help analyze community data and identify trends and patterns. This can help you understand how your community is interacting with content and programs, drive decision making for new content, and help identify areas where community members are struggling so you can improve the user experience.
  • Creating engaging content: Generative AI can be used to create engaging content such as blog posts, articles, and videos. This can help community managers attract new members to their communities and keep existing members engaged.
  • Personalizing the community experience: Generative AI can be used to personalize the community experience for each member. This can be done by recommending content, suggesting friends, and providing targeted support.

Here are some specific examples of how generative AI is being used by community managers today:

  • Reddit: Reddit uses generative AI to moderate comments and identify spam. This helps to keep the community safe and welcoming for all users.
  • Stack Overflow: Stack Overflow uses generative AI to generate FAQs and answer questions. This helps to provide users with quick and accurate answers to their questions.
  • HubSpot: HubSpot uses generative AI to create blog posts and social media posts. This helps to attract new leads and keep existing customers engaged.

As generative AI technology continues to develop, we will see even more ways in which it can be used to help community managers accelerate the work they do, allowing more time for creating meaningful relationships with members.

Want to learn more about the impact of AI on online community management? Check out this post Four AI Prompts for Community Managers or search “AI” in the search tool above!

Four AI Prompts for Community Managers

July 11, 2023 By Shannon Abram

We firmly believe that AI is NOT coming for the community manager jobs. In fact, the potential for AI to help community professionals extend their impact is huge. But for a lot of us, it’s unclear how to even start with AI. So, we decided to bring in some experts.

Hans Scharler is a MathWorks Community Strategy Leader and Chen Lin is a MathWorks Product Manager for MATLAB Central (and a member of TheCR Network.) They contributed a straight-forward look at Why Community Matters (More Now) in The Era of AI in the 2023 State of Community Management Report (get your copy here) and shared four easy prompts for how you can start to use AI like ChatGPT in your community program.

Once you get comfortable with the basics of AI prompting, try some prompt engineering to help you as a community manager. (Not comfortable with ChatPGT/the basics of prompting? Check out the pull-out AI guide in the on pages 59-60 for the 2023 report!)

Four AI Prompts for Community Managers

Four AI Prompts for Community Managers

Use ChatGPT with the these four AI prompts for community managers below and customize for your particular needs. You will be surprised what you are now capable of doing with Generative AI.

  • Define a high-level editorial calendar template for content and themes to support an online community for a SaaS startup. Include ideas for each month. Output as a table.
  • Help me create a rotating support model for managing an online community. Define the problem statement, possible solutions, include a table of the pros and cons for each approach.
  • Act like a new community member who just joined an online community for a professional community network. You were recently hired by a tech company to be a community manager. You have a technical background and are interested in working with people. What resources do you need to be successful in your new role?
  • Help me justify an increased investment to our company’s community strategy. Write three talking points that a CMO would find compelling.

If you are just starting out, reset your expectations. ChatGPT is not designed to do your work, but to accelerate your work. You still need the ideas, you just need to learn how to express them as prompts. Another thing to remember is that it is a living conversation. The first response might not be quite right, so try again, ask ChatGPT for variations, provide more details or context, and ask for different formats like a bullet list, an email template, a table, or even a LinkedIn post with hashtags and emojis. You will learn a lot through trial and error vs. question and answer so keep trying!

Community Conversations – Episode #91 – Catherine Hackney on Community Tools

April 11, 2023 By Shannon Abram

Community Conversations is a long-running podcast series highlighting community success stories from a wide variety of online community management professionals.

Episode #91 of Community Conversations features Catherine Hackney, Principal at Confident Communities Consulting.

On this special State of Community Management 2022 episode, Catherine and host Anne Mbugua explore:

  • How does thinking about tools affect community work?
  • What does the SOCM 2022 report tell us about community tools?
  • How you can better understand your audience’s needs and expectations.
Catherine Hackney on Community Tools

Listen to Catherine Hackney on Community Tools

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Catherine Hackney on Community Tools

About Catherine Hackney

Catherine Hackney is the Principal at Confident Communities Consulting, LLC, a Higher Logic Certified Partner. She is a reliable online community management consultant with nine years of experience. Cathering demonstrates expertise in increasing member engagement and of the Tradewing and Higher Logic platforms. Catherine was the recipient of the Higher Logic MVP award in 2016-2022. Learn more about Catherine.

About The State of Community Management

Now in its 13th year, our annual State of Community Management report provides strategic ideas and tactical benchmarks for global community management professionals.

The State of Community Management 2022 explores the state of the community management industry through the lens of the eight competencies in the Community Maturity Model™.

Each section includes data, ideas, and expert practitioner perspectives to give you new insight into the community management industry. 

Kelly Munro on Content and Programs
Download your free copy of the State of Community Management 2022.

Community Conversations – Episode #88: Adam Ballhaussen on Technology Integration and Optimization

January 31, 2023 By Shannon Abram

Community Conversations is a long-running podcast highlighting community success stories from a wide variety of online community management professionals.

Episode #88 of Community Conversations features Adam Ballhaussen, Senior Director of Customer Education and Advocacy at Docebo.

Adam shares a look at how Docebo leverages Insided’s community solutions alongside other internal systems and offers advice for creating holistic community initiatives. We also chat about using online community programs for support, knowledge base, and product outcomes.

Adam Ballhausen

This episode is sponsored by Insided. Learn more about Insided.

Adam Ballhaussen on Technology Integration and Optimization

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Adam Ballhaussen on Technology Integration and Optimization – TranscriptDownload

About Adam Ballhausen

Adam’s approach to building Customer Education and Advocacy programs that get results is to be an empathetic leader, a diligent student, and an inspired visionary – in that order.

He’s a seasoned CEd & Advocacy leader, passionate about building communities and creating intuitive learning experiences that delight customers. As a lifelong learner, he has a knack for making complex concepts easy and fun to learn. With a background in marketing strategy and design – and an immense, admittedly geeky, love for technology – he builds learning experiences that work.

About Docebo

Docebo is redefining the way enterprises leverage technology to create and manage content, deliver training, and understand the business impact of their learning experiences. With Docebo’s multi-product learning suite, enterprises around the world are equipped to tackle any learning challenge and create a successful learning culture within their organization.

Check out more podcasts from the Community Conversations series:

  • Community Conversations – Episode #91 – Catherine Hackney on Community Tools
  • Community Conversations – Episode #89 – Melissa Westervelt on Policies and Governance
  • Community Conversations – Episode #88: Adam Ballhaussen on Technology Integration and Optimization
  • Community Conversations – Episode #87: Kelly Munro on Content and Programs
  • Community Conversations – Episode #86: Tim Bamber on Automation Tools
  • Community Conversations – Episode #85: Dianne Kibbey on Community Migrations
  • Community Conversations – Episode #84: Jillian Bejtlich on Support Communities
  • Community Conversations – Episode #83: Anne Larsen on Community Culture
  • Community Conversations – Episode #82: Chris Catania on Community Leadership
  • Community Conversations – Episode #81: Allison Brotman on Community Strategy

Community Conversations – Episode #86: Tim Bamber on Automation Tools

November 9, 2022 By Shannon Abram

Community Conversations is a long-running podcast highlighting community success stories from a wide variety of online community management professionals.

Episode #86 of Community Conversations features Tim Bamber, Social Community Officer at The Football Association.

Tim talks about how The Football Association uses groups and automation tools to manage their community of over 55,000 people.

This episode of Community Conversations is sponsored by Verint.

Listen to Tim Bamber on Automation Tools

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Questions we cover in Episode #86:

  • What is the technology platform you’re using with this community?
  • Why did you set up automation rules?
  • When did you launch your online community?
  • How the community is becoming a critical component to the overall model of your training model.
  • How do you measure and report on your community back to team members? What frameworks do you use?
  • What is the importance of connecting with your community online?

About The Football Association

The Football Association is the governing body of association football in England and the Crown Dependencies of Jersey, Guernsey and the Isle of Man. Formed in 1863, it is the oldest football association in the world and is responsible for overseeing all aspects of the amateur and professional game in its territory.

Community Conversations – Episode #85: Dianne Kibbey on Community Migrations

October 4, 2022 By Shannon Abram

Community Conversations is a long-running podcast highlighting community success stories from a wide variety of online community management professionals.

Episode #85 of Community Conversations features Dianne Kibbey, Global Head\VP of Community and Social Media, Newark Electronics.

Dianne shares a look at how they choose a new community platform, and what the timeline looks like for a major community migration. She also chats about how her community uses google translate to connect their global member community.

This episode of Community Conversations is sponsored by Verint.

Listen to Dianne Kibbey on Community Technology

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Questions we cover in Episode #85:

  • What was one of the biggest considerations when choosing a platform?
  • How do you measure the number of registered members?
  • Have you found a programming that transcends geographical differences in language?
  • What were some of the major milestones along the way and how long was the overall migration process?
  • How can you clean up the cobwebs in your online community?
  • What were some of the key aha moments in making this change?

About Dianne Kibbey

Dianne leads global social media marketing and the strategy\operations of the largest online community for electronics engineers and makers for Premier Farnell, a global B2B distributor of electronic components. Dianne has over 15 years of experience leading industry-recognized innovation and launch strategies for business, online communities (internal and external), unique content marketing programs, and social media strategies. She is a strong leader, recognized for building highly effective and diverse technical development and business teams with the ability to speak both business and tech to ensure maximum benefit. Dianne is exceptionally skilled at marketing to highly technical audiences.

About Newark Electronics

Newark is a high-service distributor of technology products, services and solutions for electronic system design, maintenance and repair.

Global access, with service that’s close to home

Newark has operations in the US, Canada and Mexico, serviced from our regional distribution hub in South Carolina. We are committed to supporting local language, currency, product and shipment needs across North America and around the world. As part of Farnell’s global operations, our access to stock and stronger relationships with suppliers, we are better able to serve your needs.

A commitment to innovation that powers change

We have a history of innovation and have developed many industry firsts that save precious time for our Design Engineer customers, such as the first online Community for engineers – element14. More recently we continue to bring the latest technologies to market, from development tools that speed up the design process to modular devices that engineers can quickly and easily build into their devices and the latest in easy-to-deploy artificial intelligence.

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