Month: January 2020

Only a fraction of the people with a relevant question will turn to your community for help. The vast majority go elsewhere. They turn to

Last week, Jono Bacon and I went deep on some of the most urgent and pressing issues in the community space today. If you missed

I’ve seen too many community redesigns backfire. This usually happens when it becomes harder for members to scan the latest activity and find what they

You live in an ecosystem where your members might ask a question in your community or on a dozen or more other channels. It makes

(reminder: Join me for my webinar with Jono Bacon tomorrow) I’ve been impressed by ServiceNow’s Community recently. It’s clean, well-designed, and answers a large number

If you let other departments treat your community like a noticeboard, don’t be surprised when members ignore your community like a noticeboard. A single job

To start the new year with a bang, this Thursday (5.30pm GMT // 12.30pm Eastern) Jono Bacon and I will be sharing some of our

It’s easier to plan for failure than success. If your community isn’t reaching a critical mass, you can tweak the concept, change the on-boarding, or

Trying to stop spam in a community is like a politician trying to prevent heckling during a speech. Sooner or later, it’s going to happen.