Month: September 2019

More than one client has been surprised to learn the $250k a year they pay for a community platform doesn’t cover the implementation (which typically

Earlier this year, I coached a community manager who had been doing the same basic tasks in her community for almost two years. She initiated

Do you need to try and keep pace with Facebook’s functionality to retain your members? Some features have become standard in most platforms (@mentions, a

A few times in the past few years we’ve been on a call with a CEO. A CEO call generally has three objectives: 1) Gain

You typically have two short and two long windows in the community development process. It’s handy to know whether you’re in a short or long

You can increase the response rate easily enough, just spend more time answering questions. The problem is answering questions in a community instead of via

A lot of our work diagnosing communities is finding the ultimate cause of problems. You can’t really improve a community until you know the ultimate

Too many community roadmaps have goals which look like…. You have a goal (i.e. resolve xx% of customer support questions via the community) and progressively