Category Archives: Philosophy

How an Engaged Customer Community Can Help You Communicate Big Changes

Recently, one of our customers made a difficult change to their business model. Despite being strategically sound, the transition drew criticism from both customers and industry observers, whose comments made their way into industry blogs and news sites.

Sounds like a bad situation. It could have been, but this company had built a strong community of engaged customers through its forums, blog and social media. Continue reading

In the EU and Shopping for Community Software? These Data Protection Rules Affect You.

11 points to consider when applying the E.U. Data Protection Directive

The E.U. Data Protection Directive (officially Directive 95/46/EC) aims to give citizens of the European Union control of their private data. It is a fundamental element of E.U. privacy and human rights law. All E.U. members states must incorporate these guidelines into their national laws.

If you are a community manager in the E.U. looking for community software, here are the answers to some questions you might have:

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[Guest Post] Turning off the 24/7 Community Manager Lifestyle

The community manager’s lifestyle is constantly going, going, going. From meetings to strategy to ROI to engagement to programs and events, it’s hard to step away and unplug.

But this is key: a community can only operate on a 24/7 basis if you put the right tools and resources in place. So how do you step away and disconnect while keeping your community running? Continue reading

When is a Forum Really Dead?

Let’s be honest. Not every forum “makes it.” Sometimes despite your best effort, and hours spent posting, promoting, and engaging, your forum still fails. You log in, and stare at a barren forum, devoid of activity or engagement, and it’s very easy to be disheartened.

Trust me, I’ve had the sad task of writing a couple of community obituaries in my time, even though the best intentions to succeed were there. From these experiences, however, I am left with the knowledge of just how powerful a successful forum can be for any company or brand. I’ve also learned a thing or two along the way about what works and what doesn’t. Continue reading