Month: October 2021

It’s common for organisations to have entirely false predictions about the level of engagement they should have in their communities (and how best to influence

Here’s a common conundrum: If you (the community manager) respond to a question in a community, other members are less likely to respond. This makes

The definition and value of each has come up a few times recently, so here’s an easy way to think about it. Here’s a simplified

A common story… The community launches and quickly reaches a critical mass of activity. A major benefit of the community to members is being able

You can’t expect to have successful groups within a community platform until the community itself is thriving. This sounds pretty obvious, but judging by the

It’s important to clearly and consistently communicate your positioning internally and externally. Far too often, the positioning is either unclear or poorly communicated. If you

A support person told me today: “We go through the support questions in our inbox first, then if we have time we answer questions in

A situation emerged at a delicate time last year. A community member was accused of making a racist remark on their personal Facebook page. The