Welcome to the community! Now what?
As a community manager, I spend a ton of time trying to get people to go to my community. We have invitations in our welcome emails, blog posts, product launch page, in-product help … anywhere and everywhere I can think of to steer customers in my direction.
But what about once they get there? The idea is for people to USE the community, not just visit it. This post describes how I turn customers from anonymous visitors to engaged participants:
In Your Welcome Email
New members receive a welcome email from Get Satisfaction when they join the platform, but we follow up with a welcome email of our own. So as not to clutter their inboxes, I pull all my new users at the end of each month from Community Health Analytics (CHA’s) New User Distribution and then email them directly with instructions on how to make the most of the community, links to popular topics, and recent company updates.
In Your Message
Our most popular topic is our “introduce yourself” post, so we link to it in our Message from Altru. It’s an easy way for people to participate – it requires no product knowledge and lets people know they are in a community, not a help forum. We also link to our “I joined the community! How do I get started?” seeded post – keep reading for details on that one.
In a Seeded Post
Get Satisfaction is how we proactively get all of our essential product information out to the community, so why not use it to educate customers about community participation as well? Simply list a few things your members can do to join in – complete their profile, ask a question, or join a conversation.
So think about what you want from your community. Do you want customers to talk to each other? Ask your support team questions? Read your FAQs? Once you know, make the most of the platform to steer customers in that direction. I always want more pageviews … but I want new members even more!