Strengthening Online Communities Through Improved User

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Transcript of Strengthening Online Communities Through Improved User

© RightNow Technologies, Inc.

Strengthening Online

Communities Through Improved

User Engagement

Mike Alber, Community

Management Consultant

Topics covered today

Facilitating increased member interaction

Utilizing the power of taking first action to

strengthen advocacy

Increasing social proof

Humanizing your interactions

Facilitating Member Interaction

Facilitating member interaction

Follow up on shared event information

Facilitate Interaction

Submit posts that can be easily answered by all

community members

Facilitating Interaction

Submit posts that let your users act as the experts

Facilitate Interaction

Use action verbs to guide interaction

The Power of Taking First Action

The power of taking first action

“Humans understand how favors work. Doing and

trading favors is woven into the fabric of our culture.

When people are the recipients of a favor, it’s in

their nature to want to pay it back.

Doing nice things does make people feel good, but

there’s neurology behind it too. We want to pay

people back because it is in the nature of a

community to do so; it keeps communities strong

and protected against the outside world.”

It’s human nature to want to return the favor

The power of taking first action

Tactics you can start today

Thank you Private Messages and Emails

Twitter List

comment on member Blogs

highlight post in company newsletter

personal email to new members

The power of taking first action

Longer Term Initiatives

Member Interview Series

The power of taking first action

Longer Term Initiatives

Featured User Program

The power of taking first action

Longer Term Initiatives

Milestone gifts• 1 year of membership

• 100 posts

• Feature Request posts delivered upon

• 1000th comment in community

Increasing Social Proof

How to Increase Social Proof

What is Social Proof?

a psychological phenomenon that occurs in ambiguous social situations when people

are unable to determine the appropriate mode of behavior. Making the assumption

that surrounding people possess more knowledge about the situation, they will deem

the behavior of others as appropriate or better informed.

Image courtesy of: http://www.plrinternetmarketing.com

How to increase social proof

Use a identifiable headshot for your profile photo.

Try and keep photo consistent on LinkedIn, Twitter etc.

Encourage all employees to do the same

Good Not as Good

How to increase social proof

Prominently highlight members

How to increase social proof

Aggregate content from low activity areas

into a more generalized location.

Humanizing Your Interactions

Humanizing your interactions

Utilize info in signatures

Humanizing your interactions

The Three A’s

1. Acknowledge. Start any apology by telling the person

that you accept that something happened "I didn't meet

my deadline."

2. Apologize. Make sure you clearly and simply say that

you're sorry, with no excuses tacked on. "I'm sorry, Ellie."

3. Act. Explain what you'll do to improve or rectify the

situation. "I've finished the work now and will better

scope my time next time"

These simple steps, done in this order and sincerely, will

make a world of difference.

Empathetic Apologies

Humanizing your interactions

Show Your Personality - Make it Fun

To review, we’ve covered

Facilitating increased member

interaction

Utilizing the power of taking first action

to strengthen advocacy

Increasing social proof

Humanizing your interactions

Next Steps

Check out Community Engagement Tune-

up in Rightnow Customer Community

Start engaging your users!

Reach out with your questions and ideas

Questions?

Email: mike.alber@rightnow.com

Twitter: @MikeAlber

Questions?

Mike Alber, Community Management Consultant

© RightNow Technologies, Inc.

Thank You!