Fine Tuning: Two ways to launch your Help Center Community

10 Comments

  • Katie Winn
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    Hi Christina!  Can't wait!

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  • Christina Libs
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    Hi Everyone - 

    The first section is up - take a bit of time to read through and post your comments, findings, or thoughts here.

    Thanks!

    1
  • Kristine Hegglin
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    Will these sessions be recorded?  I can't attend but would like to take advantage of the information!

    0
  • Karen Farmer
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    Hi Khegglin,

    Not to worry! The content will be posted here throughout the day, and it will continue to live here afterward. Additionally, any incoming questions and Christina's responses can be reviewed here in the comments section. 

    You can stop by anytime it's convenient and review the day's content. Let us know if you have any other questions!

     

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  • Christina Libs
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    Post #2 is up! Who wants some swag? Post your thoughts, ideas, or questions before the end of your day :).

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  • Christina Libs
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    #3 is up!

    I'm thinking good thoughts for our extended community right now - let us know how we can help you launch!

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  • Will Chau
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    Loved this article! We're in the midst of launching our community as well and found this so useful. Along with Google Analytics, I'd say we are also looking to utilize user heatmapping software like Heatjar to track CTA/user behaviour as well! 

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  • Stewart Kitson
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    Hi

    We have set up the community section on our help centre today, I am keen to be able to review Customer comments before posting during this early stage. I have been able to turn this on, however is there a way to notified via email when a new comment is posted? I am keen to ensure all community posts are read and responded too if appropriate as soon as possible.

    Thanks

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  • Christina Libs
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    @Will -

    Thanks for the additional tip on tracking user behavior. And I'm glad to hear my article is useful for your team!

    @Stewart - 

    When you're signed in, you can follow a post on the top right, across from the author's name. As an example, you'll see 16 people have followed this post. Now every time a comment is made, those 16 people will receive an email notification!

    You can take it a step further and follow the Topic "Discussions and highlights" to receive an email notification for every post or every post and comment.

    If you're the main Community Manager, I'd recommend following everything and keep organized in your inbox. If it becomes too much, then only follow the most important posts individually, and the new posts within each topic.

    Hope this helps, and let me know how it goes!

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  • Jessie Schutz
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    Hi Stewart!

    There are no notifications for posts that are waiting in the moderation queue. The same applies when you turn off the moderation queue and enable the spam filter - there are no notifications when a post is pending there either.

    What I've done is set up a reminder for myself to check the spam queue multiple times per day at specific times so I can stay on top of it. I'd recommend a similar workflow for your moderation queue. 

    I used to have calendar reminders set up, but now I just have recurring tasks set up in my task management app. I see them all day long because I use the app for all my project work, so it works well for me.

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