Member Collaboration, Micro-Volunteerism,Social Mentoring, Inbound Marketing and

more…Andy Steggles – President & Chief Customer Officer

Twitter: @asteggles

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ABOUT HIGHER LOGIC• 6 Years Old• 55+ Staff• Private (no funding, no debt)• 100,000+ Communities• 15m+ Users• 400+ Associations• Incredible Integration• Strong, private company • Awesome clients• Voted one of the “Top 50 Places to Work” (Washingtonian Magazine)

WHAT IS COMMUNITY?

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YOUR MEMBERS WILL THANK YOU FOR IT!

• Feeling of inclusion• Anytime ability to collaborate • Searchable access to resources

and documents• Committee workspace• Easy to use – access via website,

email and/or mobile• Helps them do their jobs better

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TYPES OF COMMUNITY

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SPECIALINTEREST GROUPS

Types of Community:

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COMPONENTSTypes of Community:

MEETINGSTypes of Community:

INTRANETSTypes of Community:

Intranets

BLENDED LEARNING

Types of Community:

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www site integration

Social Mentoring

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Micro-Volunteerism

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Seeking: 55th Annual Meeting - Fitness Track Yoga Instructor

Type of Opportunity: Open Call for VolunteersApplication Deadline: 7/5/2013Interest Area: Membership EngagementContact: Alissa Brower Time Commitment: Quick Task (less than a day)Travel Required: No travel required Volunteer Category: Onsite Conference VolunteerLevel of Effort: Simple taskNo. Of Applications Accepted: 2Description:

ENGAGEMENT=

INBOUND MARKETING

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AIA MISSION: RAISE AWARENESS OF INDUSTRY

Open or Closed?

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RECOGNIZING Engagement

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MEASURING AND RECOGNIZING

Recognition…

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RECOGNITION: WALL OF FAME

EngagementMeasurement & Benchmarking

• X-Large: 100k+• Large: 50 to 99k• Medium/Large: 20k to 49k• Medium: 5k to 19k• Small/Medium: 1.5k to 4k• Small: 0 to 1.4k

SIZE CATEGORIES

• Example: Total Users who have a photo AND a bio:• XL (> 100k Members)• SHRM - 1,492 (0.596% of Users)

ASHA - 1,333 (0.726% of Users)• M/L (20k to 49k Members)• SFN - 4,012 (2.182% of Users)

MPI - 2,422 (11.477% of Users)

• S (0 to 1.4k Members)• NGO Connect - 296 (20.728% of Users)

REAMP - 280 (32.037% of Users)

POINT IN TIME STATS

Total Members who have posted a discussion message in the last year

• XL ASHA - 4,622 (2.57%)• M ASAE - 2,780 (12.53%)• S ACA Planners - 150 (64.93%)

Engagement = Satisfaction• Case Study: ASAE 23,000 Members 13,000 Active within Collaborate 80% Retention Rate 3.81 Member Satisfaction Score (FY13) 1.5 FTEs for Community Management• “Members who are active within Collaborate are

23% more likely to recommend ASAE” (Source: ASAE Research Department)

Engagement Strategies• Profile Completeness – Shamification• LinkedIn Strategy – Migrate Engagement• New Members – Introduce Yourself

– Change your onboarding process to emphasize community

• Embrace Non-Members• Don’t Over-Segment• Open the Conversation (or some of it) – SEO• Auto-Login & Email Contributions

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“Approximately 61% of newcomers received a reply to their initial post, and those who got a reply were 12% more

likely to post to the community again.”

- Elisabeth Joyce and Robert E. Kraut (2006)

Questions?

Contact info

– Andy Steggles– andy@higherlogic.com– @asteggles– #HigherLogic

• Thank you for your participation!

Discussions: Unique Threads vs. Thread Creators (2013)

• (XL) ASHA - 7265 (4%) Threads/ 2819 (2%) Creators• (L) NAIS - 2093 (3%) Threads/506 (1%) Creators• (M/L) ASAE - 6088 (27%) Threads/1904 (9%)

Creators• (M) IAAPHQ - 9376 (47%) Threads/1693 (9%)

Creators• (S/M) ASOA - 3297 (117%) Threads/611 (22%)

Creators• (S) ACA Planners - 1834 (461%) Threads/135 (34%)

Creators

Other ENGAGEMENT STATS• MGMA• # of Members : 22,560

# of Postings: 1382 in last 30 days 16,586 in last year

• ASCRS• # of Members: 9,865

# of Postings: 633 in last 30 days 8263 in last year

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0.73 Postings P/P in Last Year

0.83 Postings P/P in Last Year

Ratio of Members to Postings

• ILTA• # of Members: 17,491

# of Postings: 1099 in last 30 days 13,563 in last year

• FPA• # of Members: 23,051

# of Postings: 534 in last 30 days 5268 in last year

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0.77 Postings P/P in Last Year

0.22 Postings P/P in Last Year

• NSA Connect• # of Members: 10,710

# of Postings: 2200 in last 30 days 17,189 in last year

• ASAE• # of Members: 20,000

# of Postings: 932 in last 30 days15,474 in last year

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0.77 Postings P/P in Last Year

1.60 Postings P/P in Last Year

• HUG• # of Members: 2,006

# of Postings: 474 in last 30 days 3,695 in last year

• CRMUG• # of Members: 7,675

# of Postings: 199 in last 30 days 2,380 in last year (avg)

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0.31 Postings P/P in Last Year

1.84 Postings P/P in Last Year

• HCCA• # of Users: Approx. 10,000

# of Postings: 627 in last 30 days 5,698 in last year

• Google Indexed Pages: 39,800• SCCE• # of Users: Approx 5,000

# of Postings: 627 in last 30 days 5698 in last year

• Google Indexed Pages: 31,300– SCCE Result: Double Digit Yearly Growth since 2008

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1.13 Postings P/P in Last Year

0.56 Postings P/P in Last Year