Best Practices for increasing user engagement

5 Comments

  • Nicole - Community Manager
    Comment actions Permalink

    Hey Katie - 

    I'm hopeful some other community members will weigh in, but here are a few things I've learned over my years in Community Management: 

    • Be responsive. People will only find value in your community if they know they'll get an answer from you. 

    • Provide great content and lead helpful conversations. Give users what they're looking for, and on that note... 

    • Listen to your users. Get to know them, understand their problems, and look for opportunities to help them out. 

    • Be authentic and as transparent as possible. People like communities because they're connecting with real people, so sound like one. Be honest, and share as much transparency as your company will allow. 

    • Have fun with it, and make it fun for your users. It can be challenging - particularly in B2B or support communities - to keep the tone fun and to do it without being too silly. But there's a good balance to be struck. 

    • Make your members feel valued and important. 

    There are lots of other tips out there, and ways to promote your community to increase new members. I highly recommend the resources found at CMX and Community Roundtable as a launching point, and Jessie and I are happy to chat about community any day. Hope that helps! 

    Other Community Manager types - what would you add? How do you grow your communities? 

    2
  • Katie Ginsburg
    Comment actions Permalink

    Hi Nicole, 

    Thank you so much for your response! Do you have any tips about getting the community up and running? 

    0
  • Comment actions Permalink

    Hi Katie,

    Building out your own Community is a big step. It will definitely pay off if you take care of it. 

    You can find some helpful tips in our blog:

    Top Tips for Creating Powerful Zendesk Community Forums

    What Should You Consider before Setting Up a Community

    How To Drive Traffic to Your Forum and Knowledge Base Pages

     

    Best, 

    Lotus Themes Team

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hey Katie - 

    In reference to getting it up and running, are you asking more from the logistics/technical side, or more along the lines of how to get people using it and participating? 

    Also, do you mind if I edit the title of your original post for SEO purposes? 

    0
  • Katie Ginsburg
    Comment actions Permalink

    Hi Nicole, 

    Of course, fine with me! 

    I was referring to getting people involved and participating, not the technical elements.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for the clarification, Katie. 

    Building a Community is definitely a slow and steady type of process. First, you definitely want to make sure you're clear on what need you are serving for your users, and build all of your interaction and content to serve that need. For example, our focus in this community is on providing support, so our content and interactions center around providing information and answering questions. 

    Also think about how you can let your users know that there's now a community for them. Are there existing company newsletters or on-boarding emails you can include that information in? How about social media channels?

    Once members are there, make sure you're asking them questions, facilitating introductions, and looping users in to conversations that are useful to them. (If your platform has @ mentions, this is a great tool for bringing members into the right conversations.) Get to know your users - what's important to them, and what their areas of expertise are. 

    You'll want to create threads/topics with recurring conversations or things that engage your members beyond just when they have a question. This is why we recently created and launched the "Lounge" space, where members can introduce themselves, and we'll be leading weekly conversations such as this week's "Working Out Loud" thread. 

    Also, creating a multi-tiered power user/moderator program and gamification (badges and brownie points) are great ways to encourage and reward participation. 

    0

Post is closed for comments.

Powered by Zendesk