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Respected Contributor
Respected Contributor

How to get more participation *please read*

I know this is common problem - how to get more participation - and there is lot's of discussion around this allready. But I hope you continue reading and hopefully you can give some hints for me.

 

We have launched our community at 12/2014. Before that we migrated our old forum and it's content to our new community. We migrated only content and only few members. At 1/2015 we had a certain amount of visits and posts. Now, at 07/2017 we had a 6 times more visits than then BUT less posts than then. 

 

Today we have a six superusers and we have a superuser program. They are active, they answer to questions and solve problems. But, they dont start topics and they dont write blogs. They just reply to topics what is started by other user. I have said few times that they can post news, rumours, reviews, write a blogs etc. but it seems they arent interested.

 

All of the content is public for everyone. 75% of traffic comes from Google, few procents comes from other social channels and rest is direct traffic.

 

Questions:

 

1) Am I the only one who have this kind of problem? Traffic has grown quite good but amount of posts doesnt grow at all

2) Superusers doesnt start new topics / write blogs

3) What you can suggest, what to do or try next

 

Thanks for reading and thanks for advance if you can help me in some way 🙂

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My latest Product idea - Renew the quote feature


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Respected Contributor
Respected Contributor

Re: How to get more participation *please read*

We have a competitions and draws and so on, but I feel like people participate less and less every time.

 

We have a our company related section (discussions about our products and services) and that section is the only one what people are interested. Our other sections and blog section dies all the time because people doesnt participate - they dont start new topics and they dont reply to old ones.

 

I can see that there is traffic to other sections also but people dont participate.

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My latest Product idea - Renew the quote feature


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Respected Contributor
Respected Contributor

Re: How to get more participation *please read*

We have a "Recommended topics" element in our front page and in a topic level  also. With that element I promote our blog articles, I change those regularly.

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Re: How to get more participation *please read*

Hi @Enidin

It's a challenge, isn't it?


I think it depends what you are using Community for, what it's purpose is. My community is a support function, so I'd prioritise views and superuser replies over superuser posts and blog comments (as long as people are finding what they need).

 

If you want the community to discuss x y or z then you'll have to prompt those conversations, and accept that sometimes you won't get replies.

 

The one thing I've always tried to do is to build on what is successful. You say there's one area - the company related section - that is really popular. My advice here would be to focus on growing and expanding on that. Allow your members - the community itself - to lead what other topics of conversation they need to have along-side this discussion.

If there's nothing more they have in common apart from your company, then you can't force them too.

 

Perhaps streamline your Community so its simply Company Category and Everything Else Off Topic Board?  

 

In the meantime, continue producing the content that is drawing new visitors in - that's essential: however as the old saying goes, you can lead a horse to water but you can't make it drink. Only encourage it. 

 

 

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Respected Contributor
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Re: How to get more participation *please read*

Thanks James, I really appreciate. I thought my questions was stupid and no one don´t want to reply.

 


JamesWoodsSM wrote:

I think it depends what you are using Community for, what it's purpose is. My community is a support function, so I'd prioritise views and superuser replies over superuser posts and blog comments (as long as people are finding what they need).

 

If you want the community to discuss x y or z then you'll have to prompt those conversations, and accept that sometimes you won't get replies.

Base of our community is p2p support (related to our products and services) and above of that comes discussions (content) about digital life.  People will get help so that side of the community works well.

 


JamesWoodsSM wrote:

If there's nothing more they have in common apart from your company, then you can't force them too.

I know there is lot´s of common, but I don´t know how to encourage them to start to share their feelings and experiences and so on.

 


JamesWoodsSM wrote:

Perhaps streamline your Community so its simply Company Category and Everything Else Off Topic Board? 

This might be good idea and so I might have done but I can´t because of our current community´s layout and also our next plans.

 


JamesWoodsSM wrote:

 

In the meantime, continue producing the content that is drawing new visitors in - that's essential: however as the old saying goes, you can lead a horse to water but you can't make it drink. Only encourage it.  


I will 🙂 I´m not giving up.

 

I know that people have a lot in common. Maybe we are not big enough for the community to gather more discussions than conversations about our business. So we have to keep pushing traffic to the community. A lot.

 

Thanks. You helped me a lot. Clarified my thoughts. Work continues.

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Re: How to get more participation *please read*

Certainly not "stupid" questions @Enidin. Every community manager faces similar challenges.

 

I previously managed a support community for an online accounting software company and while we had superusers who spent a lot of time on the forum helping others, it was never going to be a place where they socialised at felt at home. It’s just a transactional place. People get want they want and leave. And there’s nothing wrong with that.

 

I had a similar conversation with another very experienced community manager on another forum and she very wisely said this: "If your strategic goal is to reduce support costs (or similar) then is building a sense of community necessary? Do people visit support communities to satisfy their need for relatedness or are you better off focusing on the other motivators (probably education)? It’s almost as if we’re trying to create hybrid support/CoPs because we have it so programmed into us that in order to boost our (vanity) engagement stats we need to connect people."

 

And another very wise expert added this: "I (don't) tend to consider most customer support communities as ‘communities’. Most people don’t want to be there, they have to be there to get their question answered. You can build a sense of community among the top members perhaps, but for the overwhelming majority of people the metrics you need are going to be more about speed of response, # questions that have an accepted answer, and satisfaction of members with that answer."

 

Hope that helps.

 

Jason

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Re: How to get more participation *please read*

Thanks Jason for your wise words and quotes. I got something new to think about and to focus on.

 


JasonHill wrote:

 

"If your strategic goal is to reduce support costs (or similar) then is building a sense of community necessary?"


Our goal is - of course - to reduce support costs. But also to build a community where people can spend their time, learn, to inspired and so on.

 

Maybe we miss just the sense of the community at the moment. Maybe most of people don´t feel it and they don´t come back and/or they don´t join to other discussions, other than their own.

 

 

 

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Re: How to get more participation *please read*

Thank you for the information you have provided.

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