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Community Management

Community Management Tidbits – Freshening Up

Community Management Tidbits – Freshening Up

Community Management Tidbits – Freshening Up – Communities go through any number of cycles, so it is inevitable — the forum becomes stale.

Community Management Tidbits - Freshening Up
Screenshot of phpbb in use on a games forum. (Photo credit: Wikipedia)

There are a few things you can do. First off, try to see it coming before it happens.

Say what?

Yes, it’s possible, although it’s not necessarily reliable. How? Check your site metrics. Now, there are natural variations all the time. A bad day or two is not necessarily an indicator of trouble, even if those days come in the same week, or even one right after the other.

Time the Avenger

The real issue is a decline over time. The two main metrics you care about are time on site and the percentage of new users versus returning ones. There is nothing wrong with having a lot of returning users. It’s a forum, and people get comfortable and will to want to keep coming back if the comradery is good. However, you do need to get a relatively constant stream of new users. As for time on site, check the average, and see if it has been declining over time. This is over a significant period of time as in: over the course of about a quarter of a year.

Follow the Bouncing User

Hand in hand with both of these metrics is a third: bounce rate. Bounce rate is defined as a visitor coming to only one page prior to exiting the site. You’re a lot more likely to see a higher bounce rate if you attract a lot of new users (e. g. they see what they want immediately – or don’t – and then depart). A lower bounce rate is generally a more positive metric. Hence, as you can see, in this instance, the converse may be true.

Therefore you should have some notice when things stagnate. Even if you don’t track your metrics too closely, you should follow your users. Are they not making too many new topics of any sort? Or are they complaining? Are they leaving?

But once you know, and it doesn’t matter how you determine that the community is stagnating, what do you do?

Don’t Panic

Don’t panic. This is relatively normal. One thing you should do, though, is determine whether it is a seasonal issue. As the weather improves in the time zone(s) where most of your users live and work, they will go outside and — gasp! — go offline. In that instance, don’t worry, the users will come around again. But there’s no reason why you can’t practice a few of these techniques anyway, in order to be proactive. Fortunately, if that’s what’s going on, it’s far less dire.

So let’s assume that the weather and the season are not factors. Your percentage of new users is down and has been declining. Your users’ time on the site is tanking. They’re leaving. And the ones who are staying are bored, angry and restless. Worse still, they’ve taken to causing trouble in order to entertain themselves.

Techniques

Here are a few techniques for freshening:

  • Improve your SEO – attracting more users will help to replace the departing ones.
  • While you’re at it, target your SEO better. E. g. let’s say you have a forum about relationships, but not a lot of gay and lesbian users? Try adding keywords about, getting link-backs from sites that feature, and get listed on directories that cater to: gays, lesbians, bisexual, and transgender individuals.

Purchasing Another Forum

  • Consider purchasing a smaller forum that caters to the new users you hope to add. There are plenty of small forums out there for sale. Look for not only a targeted forum at a good price, but also an active one. Prepare the forums by telling your original forum that new people are coming. You can even tell them which kind of community they come from. Ask your extant members to be welcoming.
  • As for the board you are absorbing, diplomatically tell them about the transfer. Do this in as many places as possible so that as many people as possible see it. If that forum has a blog or a newsletter, use it to communicate this. Expect consternation, and expect some people to leave without giving the other forum even a chance.

Avoid Duplicate Accounts

  • Check your database, to be sure that you do not bring in what the database will think of as duplicate records. Whether your primary key is username or email address, or something else, compare the extant member list to the member list of the community you’ve purchased. For any duplicates, give the members of the board you’re absorbing the chance to rectify the situation by asking them to select a new username or email account (or whatever else you may be using as your database’s primary key) in advance by sending them a private message. Do not tell them where they are going as you can end up with even more duplicate records if the absorbed users create new accounts at your currently existing forum.

So keep it on the QT. And, to make it easier on yourself,

    1. have a contingency plan for any records that are still duplicate (e. g. you tell the absorbed user and they fail to timely help you to fix the problem, and,
    2. keep the lead time short, as in less than a month.

Freshening Up With New Features

  • Add new features for more freshening. What kinds of features? Blogs, skins and groups are all great features to add if you don’t already have them. Spread them around and only offer one at any given time so that you have reserve magic rabbits you can pull out of your hat, or
  • Ask your users! Really? Yes. Send out a survey or conduct a poll, or just open up a topic or a blog post, asking: what would you like to see on the site? Some users will be flippant, but many more will take you seriously. And, most importantly, listen to your users! If you can implement any of the changes they request, see if you can do so over time. And if you can implement more than one, do so in stages (with the more important or more requested one being done first) so that the new features can keep coming. If you cannot, explain why. Your users will (mostly) understand. Some of them may even be able to assist you with implementation.

Freshening Up: The Upshot

Communities, like anything else, can become a little flat and need freshening. It’s like any other party. If a party gets dull, and it’s not yet time for everyone to go home, you bring out different foods, change up the music or even break out the board games or call other friends to come over.  You start freshening up the snack bowl. It’s not much different with an online party. You’ve got to keep it lively.

Categories
Community Management Social Media

The Cyber Legacy

The Cyber Legacy

What’s your cyber legacy?

Introductions

So you find a new site. You look around. And you think – this looks like a place I might like. Therefore, you take the plunge and you register.

And it doesn’t really matter if it’s Twitter, or Facebook or Able2know. If it’s big enough, it scrolls and leaps by so fast that you can barely get your arms around it. And in the beginning, that can be incredibly exciting.

However, after a while, it’s a bit too much. So if you want to hang around and have a more meaningful interactive experience than complaining about the weather, you end up finding yourself some sort of an enclave. I’ve covered this before, actually.

Life Online

You find your niche, whatever it is. And you start spending time with people. It doesn’t matter what you’re doing, be it playing fantasy sports, or comparing notes as new mothers, or trading rumors about the next season of Doctor Who. What matters is, you’ve found your peeps.

And that’s when it can get kind of complicated.

Transitioning to the In-Person Experience

My husband and I once met a fellow we had know for a few years from online. He was passing through Boston on his way home from Maine. And one thing he mentioned was – my online friends and my offline friends are pretty well-integrated. I like that.

After all, consider some of my closest friends who I didn’t meet online. Most of them either attended school with me at some stage or another, or they worked with me. In some fashion or another, we hit it off. However, the same is true of the cyber world, is it not? You meet someone, and you hit it off with them, and you thereby become friends. No great mystery there. The only remarkable thing is that the lines are being forever blurred between people we met physically first, and people we physically met later, if at all. And we care less and less about how we met our friends, these days.

Cyber Mourning

With cyber friendships – as with all friendships – there can be loss. And we all know that it is going to happen sooner or later. A voice will be stilled, a timeline no longer updated. We may or may not know the correct or full name. We may never have heard that person so much as speak on a video or on the telephone. Yet we feel a sense of loss just the same.

I have found that, as this has happened on Able2know (and it has happened several times now, a function of both the size of the site and its skew in the direction of more elder demographics), people have wanted to rally around. It is not necessarily a formal obituary type of posting or topic. Instead, it can be a topic that’s more like a wake in its layout, verbiage and intent. There is no real template for this. You just go with what works. And recognize that there are people who grieve in their own ways. There may even be hostility (“You were never kind to him until it was too late!”) or one-upmanship (“I got to meet her in person!”).

Internet Afterlife and a Cyber Legacy

The If I Die app allows for a final status update once three people (you choose them) confirm to the service that you’ve shuffled the mortal coil off to Buffalo. It almost seems like a video will, where the rich uncle leaves everything to his parakeet and, while the cameras are rolling, also tells the assembled family that they’re all wastrels.

But it’s not just that. It’s also – look at the data that’s out there. What sort of a legacy are we leaving for future generations?

English: American actor George Takei at the St... cyber legacy
English: American actor George Takei at the Star Trek Convention UFP Con One in Hamm, Germany, 1996. Deutsch: Der US-amerikanische Schauspieler George Takei auf der Star Trek-Convention UFP Con One in Hamm, Deutschland, 1996. Français : L’acteur américain George Takei à la convention de Star Trek UFP Con One à Hamm, Allemagne, 1996. (Photo credit: Wikipedia)

A tour through Facebook reveals an awful lot of appreciation for cute cats who can’t spell, George Takei and political soundbite memes. And if future generations only look at that (which might happen, as it could very well be the only thing that survives long enough and is complete enough), they might just that cyber legacy and feel we are rather shallow people indeed.

Forums Tell a Different Story

However, if they dig into communities, I think they’ll see a rather different picture. A picture of real caring. Of reasoned and impassioned debate. Or of rabid fandom. Of people who help each other by answering questions or offering advice on things like repairing a fan belt on a ’68 Buick or ridding a computer of spyware. And of some fall on the floor humor as well.

Heiroglyphics cyber legacy
Heiroglyphics

So, what footprints and fingerprints will you leave behind for your cyber legacy? And what digital fossils will await future archaeologists’ discovery? What will the people of 3017 think of us? What’s your cyber legacy going to be?

Categories
Career changing Community Management Facebook

Facebook versus Forums

Facebook versus Forums

What hath Facebook wrought?

Facebook versus Forums smackdown!

Facebook, as anyone not living on a desert island knows, is a juggernaut of massive proportions. It is the 800 pound gorilla of the Internet. And it is rapidly changing our interpersonal interactions, both on and offline. So one of those areas is in the area of Internet forums.

Facebook and a forums site like Able2know

Facebook hits all forum sites and not just A2K. For years, I have been seeing drop off on a lot of different sites. It doesn’t seem to matter whether they are large, generalized places like Able2know, or small niche sites devoted to something like Star Trek. In addition, I hear about this same kind of drop off from other community managers, even for things like maternity/new mother sites.

Everybody get in the pool

So there are two generalized kinds of interactions (there are more, of course, but hear me out, okay?). One concerns the shallow end of things. You trade information about weather and generalized health inquiries. It’s political sound bites and the zippy pop song.

The other side of things is deeper. Because here is the in-depth political discussion where you really get to the heart of the issues. It’s the detailed information on a health condition or even how to make a soufflé or plant an herb garden. It is the symphony. And online, just like offline, it is a far rarer bird, for you need time to develop that kind of trust. Furthermore, truly, you have to devote some time in order to have such a conversation in the first place.

Swimming with Facebook

Facebook fulfills the shallow end of online interactions extremely well. It is very, very easy to catch up on a superficial level with High School classmates or the like. The Star Wars groups, for example, ask basic questions like “Who was the best villain?” George Takei has mastered these kinds of interactions (although, in all fairness, he also writes occasional longer notes). Because these constitute the quick hits that people can like and share, all in the space of less than a quarter of a minute. It works very well for mass quantities of information.

Facebook versus Forums – where Facebook Wins

Topics about one’s favorite song go better on Facebook than on forums as they are a quick hit and posting Youtube is simple. It’s colorful and, just as importantly, it’s pretty easy to pick and choose when it comes to interactions there, despite changes in privacy settings. Other basic interactions (remember a/s/l?) are seamless or don’t need to happen at all. Partly this happens due to Facebook’s real names policy. Also, more people tend to use their real photograph and their real (generalized) location and age than not.

Facebook versus Forums – where Forums Win

What Facebook doesn’t do so well is the deeper end of interactions (the extensive political discussions, etc., and/or it does not do them well for a larger group of people or over a significant period of time or for a longer or wider discussion. All of the deep discussions go unsaid. Topics about elections outside the United States (particularly if Americans participate in said topics) are handled poorly, if at all. When it comes to the deeper end of the interactions pool, Facebook is just not a good place for that at all. Another consideration: a lot of people still find that Facebook moves too quickly for them.

Swimming with Forums

For the deep end, you need forums. You need to get to the heart of the matter. Arc of a Diver Facebook versus ForumsAnd that takes time, a luxury that Facebook often does not afford, as it scrolls by in a blur. Instead of mass quantities, forums can fulfill a very different niche by instead concentrating on quality interactions.

Forums offer, even for people who use their real names and are fairly transparent about their interactions, a chance to use a persona. Because Facebook far too closely parallels to our real lives. There’s just so much posturing you can do about being a famous rock star when your High School cronies are also there, and they remember holding your head when you had your first beer.

The Endless Online Christmas Brag Letter

And Facebook, while it can be a refuge for people to truly show they care for each other (in particular, in the groups, or using notes), is more often a place where people instead get a chance to preen and show off. Like something? Then hit like! Don’t like it? Then either scroll past it or click to hide it, or even report it as spam or as being threatening. And apart from the latter, the person posting the image, anecdote, status, etc. is none the wiser when it comes to your reaction.

But with the forums, even if you do not use your real name, your opinions are still out there, for all to see, whether it’s about global warming or the Designated Hitter rule.

There is room for both types of interactions. Facebook versus forums doesn’t have to pick a winner. The Internet is a mighty big tent.