Finding your calling as an online community consultant
As online communities go, this is more than just a niche market, and there’s plenty of room for new experts, companies, and cottage industries. With the emergence and widespread adoption of community and customer management products like Higher Logic and Salesforce, consultants and companies like Catherine Hackney’s Confident Community Consulting and Martha Jack’s eConverse Social Media have begun to emerge and specialize not only in community, but in community for specific platforms. As with WordPress, entire industries have sprung up around these products to improve the user experience and create innovative solutions for members and customers.
Levels of order in online community: The art of banning users
I was listening to Patrick O’Keefe’s conversation with famed criminologist George Kelling about applying the Broken Windows theory to community management. They discussed how behavioral demonstrations and “levels of order” can maintain a cohesive, orderly group, whether online or off. While the theory is somewhat controversial, I’m fascinated by the idea of “levels of order” and thought I would spend some time looking at how various social media platforms set a baseline for acceptable behavior on their sites. To get an idea of how far users can push a platform’s rules, I thought we could look at extreme examples: Banned users.
How the 90-9-1 rule applies to community tactics–like welcome campaigns
In addition to giving you a broad idea of how many of your members you can expect to participate in your community–and to what extent–there may also be evidence to show that you can also apply this rule to your in-the-weeds tactical projects as well. Today we’ll take a look at examples of member on boarding and how the 90-9-1 rule might apply to something like your welcome message. Then, we’ll see if you agree whether or not this rule can be applied to a tactical metric like the rate of conversion from viewer to active participant as well as larger strategic metrics like overall engagement. In case you want a primer, here’s an article that explains the difference between tactical and strategic metrics.