Navigation Problems

In surveys in around a third of our projects, members cite navigation problems as one of their biggest challenges.

This creates a battle where we try to make it dead-simple for members to get to every important area of the community within a single click (while still leaving space for banners, announcements, search, and the latest community activity).

Our work with Sephora is a good example of this process in action.

This is why communities like UIPath work so well.

You might not think it’s the most attractive site, but I love it.

Every visitor can easily see and reach every part of the community. The latest discussions, categories, and links are all in one easy place – with a banner for new information.

In 90% of cases, ease of navigation massively trumps aesthetics.

Communities Creating Email Overwhelm

Counting the number of emails a member received from one organisation upon joining the community recently.

  • 1x Weekly newsletter from the company.
  • 1x Special email announcing the community.
  • 1x Confirmation email when they registered.
  • 1x Welcome email when they clicked the confirmation email.
  • 1x Email congratulating the member on making their first post.
  • 1x Email letting the member know they had received a response to their post.
  • 1x Email letting the member know they had received their ‘first post’ badge.
  • 1x Email letting the member know they were now being followed by the admin.
  • 1x Email letting the member know they had received a direct message from the admin.
  • 1x Email letting the member know they had reached a new level.
  • 1x Weekly community digest.
  • 1x Curated monthly community newsletter.

Timing was a factor, but all 12 emails were sent within 3 days.

You can intuitively see how receiving each email individually makes sense.

But combined they create overwhelm which almost guarantees members will never read any of your emails again (aside, while you distinguish between emails from the community and the rest of the organisation, a member doesn’t).

A few basic tips:

1) Limit distribution of emails. If your platform allows it, limit the number of emails a member (especially a newcomer) will receive to just 2 to 3 per week.

2) Don’t send out gamification emails. For newcomers who quickly move up levels, this creates far too many meaningless emails. Either limit this to the higher ranks or turn it off entirely.

3) Don’t send out DM or follow emails. DMs should only be for active members who regularly visit the community and follow-related emails are pointless.

4) Don’t enroll newcomers automatically in the newsletter or digest. Either wait a week or two or invite members to opt-in when they’re ready.

5) Delay the welcome email. Wait until after a member has made their first post or been a member for a week.

Try going through your registration process yourself. You might be surprised just how many emails members receive.

Search, Support Centers, And Community Edge Cases

If I visit the Bose support center and ask a question in search, this is the resulting page:

Not one of the 530,000+ posts in the community will ever show up in the answers here.

The incredible collective wisdom of the community is wasted because the support center doesn’t use a federated search tool. Worse yet, the option on the right doesn’t invite people to ask the community but instead contact support.

Two things here…

First, the amazing thing about a community is that over time it covers so many edge cases which can’t be covered in the relatively small number of articles on the support center.

I don’t know how many articles Bose has created to support its products but I’m going to wager it’s less than the half a million posts the community has created.

Every different way a member might describe or solve a problem has been covered in the community. Being able to search for everything in one place is a win for everyone. Prioritise help center articles if you like, but don’t ignore the community content.

Second, if people can’t find the answer in the help center, they probably have an edge case that should be added to the community. The side button shouldn’t be to contact support, but to ask in the community. Questions that are unanswered thereafter [xyz] hours can be escalated to support anyway.

Changing The Onboarding Trigger

Too many communities try to take newcomers through onboarding journeys at the exact moment a newcomer is least receptive to them.

Most of the time, newcomers only care about solving their problem. Everything that comes between them and asking a question is bad.

If they join and an onboarding journey pops up, a newcomer quickly clicks through all the steps so they can ask a question. They ignore the guided community tour, they don’t bother following other groups or members, and they don’t care about other important benefits of the community.

Good onboarding journeys begin after the visitor has asked their first question.

The best onboarding journeys begin when a visitor has posted their first response. This is the moment they’re most interested in the broader community.

If your onboarding journey isn’t having the desired impact, it might’ve begun at the wrong time.

Communities Create Emotional Value, Try Not To Destroy It

Not many of us would volunteer to sit in a call center for a major tech company and answer calls from disgruntled customers for free.

But many thousands of people are doing this in online communities every single day.

This is because of the feeling a community creates.

In a community, you’re not working for free, you’re helping friends and people in your tribe solve problems.

In a community, you get to experience personal satisfaction at helping people overcome their problems.

In a community, you get to appear smart to people you want to impress and develop an identity as someone important.

In a community, your help might lead to job opportunities or connections that can open up new opportunities.

In a community, you feel you have a purpose and you’re contributing to the greater good. You have a mission.

This is what makes a community different from any other support activity. The community creates lasting relationships that enable all these things to happen. A community lets people earn rewards they value more than money.

If you want more people helping each other, the key isn’t to resort to tangible rewards but to do a far better job amplifying the feelings of the emotions above.

Something Specific Within The Community

A useful reminder today, don’t tell people to join a community.

Tell people to do something within the community.

Joining a community feels like work with no obvious value.

Sure, some people might see communities = good and dive straight in. But the majority will be too preoccupied with everything happening in their own lives to bother.

Invite people to do something specific within the community. This ‘something’ should touch an emotional nerve.

Solicit their feedback on an upcoming decision so they feel important. Ask them to share some expertise they recently discussed on Twitter. Invite them to be among a small, exclusive, group of people to attend an online event. Ask them to share how they overcame a topical challenge or what content they want to see.

Have them participate in things that make them feel important, useful, and helpful.

Servants and Leaders

You’re more likely to comply with a request from someone of high status rather than low status.

Maybe that’s not the way things should work, but, alas, it’s how it does.

This is true in online and offline communities too…and it matters more than you might think.

If you are giving off low-status vibes, responding submissively to every member whim, desperately begging members to engage and participate, you’re not getting a great response.

While you might see yourself as a servant of your community, how can you best serve the community? By responding to every member whim or need? Or determining what’s in the best interests of the community as a whole and leading them there.

For the community to thrive, you need to thrive. You need to have a high status within the community. You need to create desirable opportunities for people to be more engaged, not be seen as begging members to participate. You need to build your reputation and have both authority and integrity within the group. You need to identify the symbols of high status within your field and ensure you’re not violating them.

Perhaps one reason why social media types often struggle when building online communities is they can’t move the mindset from a servant of individual members to leaders of their community.

Audiences and Research

If you want your current participants to participate more, then research the members who already participate, uncover their unmet needs, and build this into the community.

If you want members who don’t participate to begin participating, survey and interview solely these members. Find out what led them to join the community. Uncover why they don’t participate (do they feel they have nothing to share or get their needs satisfied elsewhere) and adapt accordingly.

If you want more people to join your community (typically customers/audiences you can reach that haven’t joined yet), then survey and interview this group. Find out if they’ve heard about the community, what they’ve heard about it, and why they decided not to join. Is it an awareness issue or a messaging issue? Identify if you need to change the message or do a better job promoting the community.

Each type of research is fine, just be clear about what you’re trying to achieve.

Creating Better Community Content

The purpose of community content is to disseminate the best expertise from members across the rest of the community.

Too often communities have blogs filled with content like ‘top 5 ways to [xyz]’ or ‘how to [xyz]’ – often created by an author who isn’t an expert on the topic. Sometimes this content is created without even attempting to gather and validate the incredible expertise of members.

Our approach with clients is different.

1) Source the topic ideas. Aim to create one ‘pillar’ content per quarter. Post a question in the community and invite members to suggest what topics they want covered. Remember who shared each idea.

2) Let members vote on the topics. Once the list is created, use a survey or poll and invite members to vote on the topics to find the top 2 to 3.

3) Create a shared Google Doc and let members list the sub-topics to cover. Specifically ask members to list any challenges within the topic. You can @mention the members who voted and suggested the topic to help guide this process.

4) Post questions in the community asking for experiences and expertise. In each section, post questions asking members to share how they overcame the challenge, share relevant resources, and any other useful tips.

5) Invite members to share any useful templates they use. In most topics, having some useful diagrams or templates can be handy. If members don’t have any they can share, help co-develop your own with members.

6) Co-write the resources. You might need to take the lead on pulling all this together, but invite feedback at each stage of the journey. Ask your small group of insider members to proof-read it and make comments.

7) Create a specific page for it (forget eBooks). eBooks help gather email addresses, but over the long-term, creating specific pages for this content works better. You can see this on our ROI, strategy, or superuser articles. If they were published as eBooks they wouldn’t have had anywhere near the longevity. You should set aside a small budget for the design and development of this work.

8) Plan a promotional campaign. In the weeks leading up to the publication, reach out to members to promote it when it goes live and plan to host a launch day sharing the best advice. You might even put a small social ads budget here too.

9) Keep it updated once per year. The hard part isn’t just creating a useful resource, but keeping it updated. This allows newcomers to pose new questions, new expertise to emerge, and helps with search optimisation too.

This type of content is frequently referred to newcomers and outsiders, typically becomes a useful landing page, and provides the most value to members over the long-term.

This process takes a lot longer, but it also creates content that helps the majority of members, which makes members feel proud, and puts the incredible expertise of your members to work.

What Are Community Managers? Why Do We Need Them?

If you’re a community manager, you know communities don’t happen by chance. You make them happen.

You use your powerful skills of persuasion, understanding of psychology, and knowledge of technology to build powerful online communities.

Today we’re publishing this video to help you explain what community management is, why having a great community manager is so important, and the skills you need to be a great community manager.

If you’ve had to explain the importance and value of your work as often as we have, this video might be as great a primer for you as it has been for us.

Keep doing the work you’re doing. You’re not alone. Your work matters.

Stopping Declaration Dan

You know the type.

Every statement the member makes is written as a debate-ending truth.

More savvy and empathetic members know it’s best to preface or caveat their statements i.e.:

“According to….[xyz],”
“In my experience…[xyz]”
“I feel…[xyz]”

Now a debate can continue with conflicting sources of information, experiences, and opinions without heading into an argument. Prefacing your belief with the source of that belief allows an ongoing discussion.

We once wrestled with this problem recently in a small community of practice. A handful of Declaration Dans were causing arguments and ending discussions simply by their belief in their own rightness.

We first tried soft messages to reason with them, but these were largely ignored. So we tried social pressure instead. We created a cartoon character called Declaration Dan which appeared on the homepage sidebar with a short warning to “Don’t Be Declaration Dan”. The image was clickable and gave (made up) examples of Declaration Dans and what they should do instead.

Two volunteer members also helped by calling out the next few examples of Declaration Dan they saw. Other members began picking up on it too and referring to similar comments as Declaration Dan.

Soon becoming a Declaration Dan was a term of light mockery and a sign of one’s insecurity.

It didn’t completely eradicate the problem. But it drastically reduced it.

Email, Call, Or Ask The Community?

I took this screenshot on the Amazon KDP site.

Putting email, call, and community together without any explanation of the pros and cons of each is silly.

For most people, the obvious answer is to send an email. Why pick up the phone or try to figure out a community (and ask your question in public) when you don’t need to?

Alas, this limits community participation and increases (rather than reduces) the number of questions customer support needs to resolve.

If you have a similar contact form, be clear about the unique benefits of each or which questions are the best fit for each channel.

If it were me, I’d recommend something like:

Search for an answer (search for terms in community/documentation)
This should appear above any other option across the top.

Ask the community (avg. response time [x minutes])
For questions about payment, processes, publishing and using the site

Email (avg. response time [x minutes])
For questions involving some personal information, i.e. [x], [y], [z].

Call (avg. response time [x minutes])
For complex questions requiring a lot of personal information.

These are just examples, but you get the idea. Don’t simply lump the three options together without any explanation of each.

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