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Sticky Notes

TIred of boring messages spread across your board?

Then liven it up by downloading Sticky Notes

Not only can you pick and choose what user groups to show them to, you can even allow your members to send personal sticky notes to other members

TheJackal TheJackal
Buy now & get 10% off your whole purchase, Simply enter coupon code 10%Off in the checkout

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  1. Last week
  2. Whether you call them Champions 🤩, Advocates 🌟, or Superusers 🏆, every community contains an elite group of members that carries 🏋 the community. They don't just drink the kool-aid 💧. They mix, chug, and swim 🏊‍♀️in the community kool-aid. Learn 🔢 four community management concepts about Superusers in less than 🕓 four minutes. 1. 90-9-1 Rule (aka "1% rule"): The 90-9-1 principle refers to the lopsided inequality of user engagement that 90% of users are lurkers 🙈, 9% of members contribute from time to time 🙉, and 1% of users 😸 account for almost all contributions. Superusers are the 1%. 2. Intrinsic Motivator: Motivation that comes from internal motivation💖, rather than any external rewards. This could be a sense of satisfaction 😃, pride 😤, ownership, loyalty, friendship 🤗, or other emotional and internal motivator. Long-term superusers 🏃 are wired to intrinsic motivation. Tapping into intrinsic motivation is key to providing new motivation for superusers. 3. Spiral of Silence: Be careful ⚠️, however, that your superusers don't overwhelm 🛑 the conversation which can lead to the Spiral of Silence: a theory that as the vocal minority becomes louder 📢, other members adopt the same views or fail to share opposing views. You'll need to privately manage this vocal minority, especially if they're negative 💢. 4. Work Out Loud 💬: An engagement practice for superusers to visibly share 🗣 their work online in your community. It offers opportunities for superusers and members to openly share 👯 their knowledge, generosity, purposeful discovery, and growth ✨. Usually entire point ✴️ of communities of practice. View the full article
  3. Earlier
  4. Think about all the different touchpoints where you try to connect with members: forum discussions, blog comments, personal messages, email newsletters, weekly meetings, and perhaps offline events. You write witty and clever messages. You dedicate an entire section of your community to welcome and hello topics. You spend enormous amounts of time trying to elicit engagement from members. What if I told you that there’s one touchpoint that you consistently overlook where members reach out to you, some for the very first time? You receive messages every day and every week from users through the Contact Form. It’s one of the most common touchpoints that you’ll ever experience with members. Unfortunately, most admins gloss over messages through the contact form, because we think it’s secondary to the activity in the community. That’s not true! As a touchpoint to your community, the interactions through the Contact Form are as important as any other user-facing activity. In fact, because members proactively reach out – some for the very first time – this is likely one of the biggest opportunities where you consistently under-engage. It’s time to fix this gap. Here are examples on how to effectively respond to 2 different types of messages from the Contact Form. Let’s look at some sample responses with a fictional online community “Toronto Birding Society” (Note: I know nothing of birdwatching or Toronto). Responding to Guidance Questions Many questions you receive through the Contact Form are “guidance” questions. These are questions that ask about function and features such as “how to?” and “how do I?” The tone is usually neutral, and the intent is positive (eg. to learn). These questions are easy-to-answer and the responses usually involve instructions, step-by-step details, and screenshots. If you only respond to the specific inquiry, however, you miss out on all the potential of member growth: to affirm the relationship, recognize his contributions, instill community culture, and ultimately encourage the member to contribute in a more meaningful manner. Example: Responding to Negative Sentiment Questions The next type of question you receive through the Contact Form are questions of “negative sentiment.” These are questions that ask to cancel, terminate, or suppress various functions because the user would like to disconnect from the community. Even though the tone is neutral, the intent is negative. Just like before, the questions themselves are easy-to-answer. However, if you took the inquiry at face value and answered the specific question, you end up losing the member! Your goal instead should be member retention: to investigate why he wants to leave, to re-affirm the strength of the relationship, recognize his past contributions, invite the member to revisit, and ultimately deflect the original inquiry. Conclusion Busy communities receive messages through the contact form daily and weekly. They’re a recurring part of our community management that we consistently overlook. It’s one of the greatest touchpoints you will ever have with a member, since the member is actively seeking growth (or regression) with the community. Your responsibility is to nudge them in the right direction. My recommendation is to write two templates: one for guidance questions, one for negative sentiment questions. This allows you to quickly provide a framework that can be filled in with personalized details. Use your replies to contact form messages as a way to not only answer the specific question, but grow the member and progress them along the member lifecycle journey. View the full article
  5. Security should never be an afterthought. Don't wait until an attack has compromised your site before you take action. All too often, site owners consider increasing their security only when it's too late, and their community has already been compromised. Taking some time now to check and improve the security of your community and server will pay dividends. In this blog, we run down 8 ways that you can protect your community with Invision Community. We go through the security features you may not know about to best practices all communities should be following. 1. Set up Two Factor Authentication Invision Community supports Two Factor Authentication (2FA for short), and we highly recommend making use of this feature for your users, but especially for your administrative staff. 2FA is a system that requires both a user's password and a special code (displayed by a phone app) that changes every few seconds. The idea is simple: if a user's password is somehow compromised, a hacker still wouldn't be able to log in to the account without the current code number. You may already be familiar with 2FA from other services you use. Apple's iCloud, Facebook and Google all offer it, as do thousands of banks and other security-conscious businesses. Invision Community supports 2FA via the Google Authenticator app (available for iOS and Android) or the Authy service, which can send codes to users via text message or phone call. You can also fall back to security questions instead of codes. You can configure which members groups can use 2FA, as well as requiring certain groups to use it. Recommendation: Require any staff with access to the Admin Control Panel or moderation functions to use 2FA. This will ensure that no damage will occur should their account passwords be discovered. Allow members to use 2FA at their discretion. 2. Configure password requirements The password strength feature displays a strength meter to users as they type a new password. The meter shows them approximately how secure it is, as well as some tips for choosing a good password. While you can leave this feature as a simple recommendation for users, it's also possible to require them to choose a password that reaches a certain strength on the meter. Recommendation: Require users to choose at least a 'Strong' password. 3. Be selective when adding administrators Administrator permissions can be extremely damaging in the wrong hands, and granting administrator powers should only be done with great consideration. Giving access to the AdminCP is like handing someone the keys to your house. Before doing so, be sure you trust the person and that their role requires access to the AdminCP (for example, would moderator permissions be sufficient for the new staff member?). Recommendation: Don't forget to remove administrator access promptly when necessary too, such as the member of staff leaving your organization. Always be aware of exactly who has administrator access at any given time, and review regularly. You can list all accounts that have Administrative access by clicking the Administrators button under staff on the Members tab. 4. Utilize Admin Restrictions In many organizations, staff roles within the community reflect real-world roles - designers need access to templates, accounting needs access to billing, and so forth. Invision Community allows you to limit administrator access to particular areas of the AdminCP with the Admin Restrictions feature, and even limit what can is done within those areas. This is a great approach for limiting risk to your data; by giving staff members access to only the areas they need to perform their duties, you reduce the potential impact should their account become compromised in future. Recommendation: Review the restrictions your admins currently have. 5. Choose good passwords This seems like an obvious suggestion, but surveys regularly show that people choose passwords that are too easy to guess or brute force. Your password is naturally the most basic protection of your AdminCP there is, so making sure you're using a good password is essential. We recommend using a password manager application, such as 1password or LastPass. These applications generate strong, random passwords for each site you use, and store them so that you don't have to remember them. Even if you don't use a password manager, make sure the passwords you use for your community are unique and never used for other sites too. Recommendation: Reset your password regularly and ensure you do not use the same password elsewhere. 6. Stay up to date It's a fact of software development that from time to time, new security issues are reported and promptly fixed. But if you're running several versions behind, once security issues are made public through responsible disclosure, malicious users can exploit those weaknesses in your community. When we release new updates - especially if they're marked as a security release in our release notes - be sure to update promptly. Invision Community allows you to update to the latest version via the AdminCP. You no longer need to download a thing! Recommendation: Update to the latest version whenever possible. Remember, with Invision Community's theme and hook systems, upgrades to minor point releases should be very straight forward. 7. Restrict your AdminCP to an IP range where possible If your organization has a static IP or requires staff members to use a VPN, you can add an additional layer of security to your community by prohibiting access to the AdminCP unless the user's IP matches your whitelist. This is a server-level feature, so consult your IT team or host to find out how to set it up in your particular environment. Recommendation: Consider IP restriction as an additional security layer when you are not able or willing to use 2FA. 8. Properly secure your PHP installation Many of PHP's built-in functions can leave a server vulnerable to high-impact exploits, and yet many of these functions aren't needed by the vast majority of PHP applications you might run. We, therefore, recommend that you explicitly disable these functions using PHP's disable_functions configuration setting. Here's our recommended configuration, although you or your host may need to tweak the list depending on your exact needs: disable_functions = escapeshellarg,escapeshellcmd,exec,ini_alter,parse_ini_file,passthru,pcntl_exec,popen,proc_close,proc_get_status,proc_nice,proc_open,proc_terminate,show_source,shell_exec,symlink,system Another critical PHP configuration setting you need to check is that open_basedir is enabled. Especially if you're hosted on a server that also hosts other websites (known as shared hosting), if another account on the server is comprised and open_basedir is disabled, the attacker can potentially gain access to your files too. Naturally, Cloud customers needn't worry about this, we've already ensured our cloud infrastructure is impervious to this kind of attack. Recommendation: Review your PHP version and settings, or choose one of our cloud plans where we take care of this for you. So there we go - a brief overview of 8 common-sense ways you can better protect your community and its users. As software developers, we're constantly working to improve the behind-the-scenes security of our software. As an administrator, there's also a number of steps you should take to keep your community safe on the web. If you have any tips related to security, be sure to share them in the comments! View the full article
  6. Are you looking to launch a new online community or revitalize an existing community, and you're worried about the numbers of users? Gaining members - and retaining them - is always the hardest struggle for new communities. Even if you're an established brand or organization, it can be a challenge to build a core group of members. The problem? Most communities launch too early. The truism "if you build it, they will come" is no longer valid. There are countless online peer and social groups, industry associations, and trade organizations competing for your user's time and attention. You can't launch a new community and passively wait for users to visit. The Internet is too crowded now. Ask yourself the hard question: are you having difficulty attracting and retaining new members? One of the best secrets to launching new communities is to already have a core group of members in place -- all done in advance of launching your community. Follow the CHIP process to generate member demand. Download: IPS CHIP Process 2019-09.pdf Part of the magic behind the CHIP Process is that by reaching out, you build relations with existing members in a meaningful manner. Don't push your community idea at this point. Your only goal is to meet people, build genuine relationships, and understand key themes such as user challenges or industry needs. This dramatically heightens your chance of success when you do launch. You have a known audience familiar with you and your community, who can spread the word. You identified a core group of active users, who can immediately start posting. You also surveyed key themes and business challenges, so you even have a headstart on content will be most attractive. By doing this prep work in advance, you've fine-tuned your community strategy to exactly what's needed and can be successful on Day 1. Building a new community requires prep work. Although Invision Community can empower you with a modern set of features once you launch, you need to pair the platform with the excitement and problem-solving that only your community can offer - and that means taking the time to understand what's needed before you launch. Best wishes on your community launch, and share your community's success in the comments below! View the full article
  7. New Features Re-wrote some php for better performance Re-designed some of the html templates to make it look cleaner
  8. Version 1.0.0

    This application will allow your members to create coupon codes to offer discounts on their files in with-in the downloads application Main Features Coupons Select what user groups can create coupons ( This is found in the usergroup settings of the ACP ) Create unlimited coupon's Choose to discount either monetary values or a percentage of the price Monetary values work in all your used currencies Maximum of 90% discount allowed when using percentage A coupon's discount CAN NOT exceed the price of the file, if it does then it will not work when trying to redeem that coupon on said file This could happen if the member sets for example a $10 discount on all files and one of their files only cost $8 Select a start time so members can create future coupon's Select a expire time with the option of not to expire Select the maximum uses allowed for each coupon with a option of unlimited uses Select the maximum times each member can use the coupon with a option of unlimited uses Select what user groups can use each coupon Select what files the coupon will work with with a option of all files Members can only select their own files Coupon's created by X member WILL NOT work on Y members files If a members sets a maximum uses to their coupon the value of the uses will subtract when a invoice is created and will increase if the invoice gets cancelled Coupon Usage ( Lets member's keep track of their coupon's via the Coupon Usage page ) View all coupon's used by members Shows the member who used the coupon Shows the files name Shows the original price of the file Shows the discount value Shows the discounted value Shows if the invoice is paid or pending Requirements IPDownloads How To Install Go to your ACP and applications then upload the downloaded .tar file Once installed go to the user group settings of the ACP and give access to the groups who can create coupons

    15.00 USD

  9. This will remove all copyright / branding from the application Tournaments

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal plugin

     

    15.00 USD

  10. This will remove all copyright / branding from the application Sticky Notes

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    10.00 USD

  11. This will remove all copyright / branding from the application Sports Betting App

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    15.00 USD

  12. This will remove all copyright / branding from the application Members Tab

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    10.00 USD

  13. This will remove all copyright / branding from the application Members Social Info

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal plugin

     

    10.00 USD

  14. This will remove all copyright / branding from the application Members Shop

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    15.00 USD

  15. This will remove all copyright / branding from the application Media Uploader

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    15.00 USD

  16. This will remove all copyright / branding from the application Lottery ( Members Shop Add-On )

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    15.00 USD

  17. This will remove all copyright / branding from the application F.A.Q

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    10.00 USD

  18. This will remove all copyright / branding from the application Chat Application

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    15.00 USD

  19. This will remove all copyright / branding from the application Comics

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    15.00 USD

  20. This will remove all copyright / branding from the application Advanced Stats

    If you own multiple apps and would like to remove all copyright / branding form them then check out the FM+ Copyright Removal tool

     

    15.00 USD

  21. This application will allow your members to create coupon codes to offer discounts on their files in with-in the downloads application

    Main Features

    • Coupons
      • Select what user groups can create coupons ( This is found in the usergroup settings of the ACP )
      • Create unlimited coupon's
      • Choose to discount either monetary values or a percentage of the price
        • Monetary values work in all your used currencies
        • Maximum of 90% discount allowed when using percentage
      • A coupon's discount CAN NOT exceed the price of the file, if it does then it will not work when trying to redeem that coupon on said file
        • This could happen if the member sets for example a $10 discount on all files and one of their files only cost $8
      • Select a start time so members can create future coupon's
      • Select a expire time with the option of not to expire
      • Select the maximum uses allowed for each coupon with a option of unlimited uses
      • Select the maximum times each member can use the coupon with a option of unlimited uses
      • Select what user groups can use each coupon
      • Select what files the coupon will work with with a option of all files
        • Members can only select their own files
      • Coupon's created by X member WILL NOT work on Y members files
      • If a members sets a maximum uses to their coupon the value of the uses will subtract when a invoice is created and will increase if the invoice gets cancelled
    • Coupon Usage ( Lets member's keep track of their coupon's via the Coupon Usage page )
      • View all coupon's used by members
      • Shows the member who used the coupon
      • Shows the files name
      • Shows the original price of the file
      • Shows the discount value
      • Shows the discounted value
      • Shows if the invoice is paid or pending


    Requirements

    • IPDownloads

    How To Install

    • Go to your ACP and applications then upload the downloaded .tar file
    • Once installed go to the user group settings of the ACP and give access to the groups who can create coupons

    15.00 USD

  22. Version 1.0.1

    This plugin will change the look of your store ( COMMERCE ), and will add a single index page for all products and categories, you can choose to allow your members to filter and sort the products in various kind of ways Features Adds multiple tabs showing all product categories with items for sale in Choose to either display small or large boxes for the products Choose to either display All Products or Featured Products as the main tab Allow your members to sort the products by Name Price High to Low Price Low to High Rating Allow your members to filter the products by Price Minimum Rating Only Products In Stock Your Custom Category Filters ( This is only available when viewing a category and not the main tab ) Sorting or filtering will not cause the page to reload and you can sort & filter in multiple ways at the same time

    20.00 USD

  23. Enhanced Store

    This plugin will change the look of your store ( COMMERCE ), and will add a single index page for all products and categories, you can choose to allow your members to filter and sort the products in various kind of ways

    Features

    • Adds multiple tabs showing all product categories with items for sale in
    • Choose to either display small or large boxes for the products
    • Choose to either display All Products or Featured Products as the main tab
    • Allow your members to sort the products by
      • Name
      • Price High to Low
      • Price Low to High
      • Rating
    •  Allow your members to filter the products by
      • Price
      • Minimum Rating
      • Only Products In Stock
      • Your Custom Category Filters ( This is only available when viewing a category and not the main tab )
    • Sorting or filtering will not cause the page to reload and you can sort & filter in multiple ways at the same time

    20.00 USD

  24. I'm excited to reveal that we are making Invision Community native apps for iOS and Android! For the past few months, our staff has been using an internal test build right here on our community. Now we are ready to widen testing to a larger pool of customers. Information on how to become a tester is at the end of this post. But first, let's take a look at the app itself. Technology Preview We have a lot of exciting plans for the Invision Community app. We wanted to take full advantage of a clean slate and build a brand new experience that embraces a native app's interfaces. While the app is unmistakably Invision Community, it features new ways of interacting with your content. We want the app to help shape the future of Invision Community, and we're asking for you to help. What we are opening up for testing today is a technology preview. This slim app covers the essentials with a view to much more expansion later. The technology preview is locked to our community. The app we will release will be a 'multi-community' app; a directory of communities users can browse and save. We’ve taken this approach because the app stores have clamped down on ‘template’ apps, and the cost involved in building and maintaining a separate app per-community won’t be an option for many of our customers. A multi-community app is a great approach for most: simple setup, minimal cost, still fully-featured, and a great way for new users to find your community too. What The App Does For the initial phase of this technology preview, discussions are the main focus which is the foundation of every Invision Community. Also available are profiles, streams, search and notifications - including (at last!) push notifications. Any areas that the app does not currently support will open seamlessly in a web view within the app. As we build new functionality into the app over time, users will encounter fewer of these hybrid views. Your feedback will allow us to target the highest priority areas during the technology preview phase. RPReplay_Final1568062287_1.mp4 Pricing Note: The information below outlines our current intentions, but may change as we finalize the app's release to app stores. The good news is we intend for the app to be free to both our customers with active licenses and their end-users. In time, we will offer a premium option to communities. This funding will secure the app's long-term future. The premium option could enhance their listing in the directory, or provide special functionality when users use that community in the app. Availability We intend to release the app alongside the next significant point release of Invision Community, expected to be 4.5. Communities will need to upgrade to this version to allow their users to use the app. Questions? Why not a PWA (progressive web app)? Invision Community 4.4 already supports several PWA features. However, until iOS supports Push Notifications (and other features) in PWAs, we don't feel they are a fully-rounded solution to using communities on a phone. Building native apps allow us to experiment with new interfaces and approaches. As PWA support improves in the years to come, we'll feed what we learn back into the main product for the benefit of all users. Why now? Those with a long memory will recall that we've had a few attempts at providing an app in the past that weren't successful. We are great at building apps with web technologies but creating native apps ourselves wasn't sustainable. Enter React Native. React Native is an open-source technology for building native apps. React Native allows teams to build native apps using web technologies, but crucially, React Native doesn't build hybrid apps. They are compiled into real native apps - not browser wrappers, but native buttons, text, dialogs, animations and more. A year or so ago, we started experimenting with React Native to see if it might be a viable approach for us. And it was. Finally, there was a technology that enabled web engineers to build delightful cross-platform native apps. As we can build native mobile apps using the technology we are familiar with allows us to incorporate mobile app development into our existing processes. Why just forums? Invision Community is a large, fully-featured platform, and building the entire platform in a native app from the get-go didn't seem to be the best approach. Instead, we've focused on the most active area of most communities - forums - with other areas still supported in the app via webviews. Over time, additional features and tools will be built into the app so that it eventually reaches feature-parity with the web version. We'll take feedback from our customers to determine which areas to support next. How will I add my community to the app? The next significant point release of Invision Community (expected to be 4.5) will have app support built-in. Including your app in the directory will be as simple as enabling the feature in your AdminCP and configuring a few options. Is the app ad-supported? There are no ads of any kind in the app right now. We may include ads or allow communities to run their own ads as a premium option in future. Can I get a white-label version for my community? We aim to offer a white-label option in the future. Will my plugins work in the app? Probably not. We're intentionally building the app to work with standard Invision Community features and apps right now. If your plugins add new UI elements or change the functions that users interact with it's likely they will not work with the app. What about themes? Themes won't work in the app because the app doesn't use HTML. However, some branding/customization will be available via the AdminCP, and we may expand upon this in future. Have other questions? Let us know in the comments, and we'll answer them! Sign Up For Testing For the next stage of our testing process, we will be inviting several customers to try the app and provide feedback/bug reports. As part of the sign-up process, we'll ask for some information about your own community. We'll use this to select further testers once we begin testing of the 'multi-community' version of the app later. The answers you provide will not affect your chance of testing the app on our community. Interested in joining the testing group? Click here to sign up. RPReplay_Final1568062287_1.mp4 View the full article
  25. The term "flame-wars" was coined way back in the 1970s when computer scientists talking in the first electronic discussion boards noticed that here was "an escalation of critical comments and an increase in the frequency with which people would respond with short negative messages." For anyone that has ventured into the comment section of Youtube, read Twitter for more than a few minutes or frequented active forums will know that our behaviour hasn't improved. Sherry Turkle, Ph.D., a psychologist and professor at MIT, conducted hundreds of interviews over 15 years and found that "we allow ourselves behaviours online we never would in person." These interactions aren't just restricted to strangers on social media as Turkle notes that "we do things online that hurt and damage real relationships". Why is this? Tom Sander, executive director of the Saguaro Seminar project on civic engagement at the Harvard Kennedy School, explains that having the ability to be anonymous "can be a real attraction if no one knows you have a drinking problem or depression. The Internet can be useful in allowing people to anonymously 'come out' about their problems and get support. But it is also an Achilles heel. If people don't know who you are, you are much more likely to say things in a nasty or snarky tone. In general, we invest less in our reputation in online groups because it is easier to exit them and join other groups. In real space, if you don't get along with your neighbour, you're less likely to say something really nasty, because moving out of town is costly." A lot of toxicity is from those who just like hearing themselves talk, or feel better when they put others down. Some people think they are clever and witty by using sarcasm and pointing out the flaws in another's argument. Here's a few ways to manage negativity in your community. Model your ideal behaviour The simplest and most effective way to manage negativity in your community is to be the behaviour you seek. Ensure your replies and friendly and polite. Be fun where appropriate and learn about your regular members. Make sure your team is visible and post regularly so the community feels well run and someone is on hand to deal with issues when they arise. Your community will follow suit and replicate your behaviour. When your community is positive and helpful, toxicity and negativity find it very hard to get a foothold. Your members will weed it out and correct those members for you. Have clear guidelines Socious's Senior Director of Community Management, Katie Bapple advises moderators not to be impulsive when dealing with toxic members. "Controversial community members should not be dealt with compulsively; have reasonable guidelines and policies in place that draw a clear line, so you know when it's been crossed." A clear and well-written community guidelines document won't stop trouble from occurring, but it will provide your team with clear boundaries and protocols to follow. Have a light touch with moderation tools It's easy to reach for the moderation tools when you see toxic or very harmful posts in a topic. It only takes a few clicks, and you can remove it from view and pretend it didn't happen. However, much like a child trying to get his parent's attention, the more you try and silence them, the louder and more insistent they will be to get heard. They'll very likely return more inflamed and vitriolic than before. Unless the content crosses the boundaries you have set for your community; it is often more productive to post a polite reply gently guiding the discussion back on track and thank contributors for their input so far. If this doesn't de-escalate the situation, then: Make it private Open a dialogue with the offender to try and calm the situation. Often this act alone makes the member feel valued and transforms them into a happy and productive member of the community. Just remind them of the boundaries set out in your community guidelines. At least you will stop the member from continuing to post in public areas and derailing topics. Use the appropriate moderation tool Invision Community is packed with tools to help manage toxicity and negativity. However, reaching right for the ban button may not be the best course of action. Consider a warning, which the member must acknowledge before posting again. Keep it friendly and polite and to the point. If the behaviour continues, then consider a short term block. Often an enforced 48 hours away from the community is enough to regain some perspective. Don't assume it'll go away The truth is people love drama, and most people are drawn towards negativity. We can't help but look when we come across a vehicle accident, and sadly, it's largely the same in a community. It might be tempting to keep on scrolling and hope that it all sorts itself out. Likely, it won't, and intervention will be required. That might be a polite, friendly reminder to get the topic back on track, or contacting the member in private. Either way, the best approach is to nip it in the bud with a light touch before it spins out of control, and more forceful action is required. You can't please everyone It should be a last resort, but your community may not be a good fit for everyone. If that is the case, then you can consider a permanent ban, or demoting the member into a read-only member group. Ultimately though negativity and toxicity are pretty rare in an upbeat and productive community. Most quarrels are fixed quickly, and it's rare to find a troll determined to corrupt your community. Identify your boundaries and educate your community on what is not acceptable and be proactive when issues arise, and you'll keep sentiment positive. If you run your own community, I'd love to know what tips you can share on dealing with negativity and toxicity. Let me know below. View the full article
  26. When your customers buy or use your products, they will have many questions. They may have issues using the product, or they may have requests for future versions based on their needs. Managing and responding to those questions and requests quickly increases conversion, satisfaction and the likelihood or purchasing again. The statistics back this up. There is no doubt that unless you have a support community for your brand that you are not delivering the best experience for your customers and risk losing them to competitors that do. "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos Building a support community around your product or service will positively drive your business across all departments from product development through sales and into customer support. Let's break it down and look at the key benefits for each department. Customer Service Encouraging your customers to visit your support community is the simplest way to reduce the cost of supporting your product or service. Creating a self-help culture allows other more experienced customers to offer assistance and troubleshoot any problems they have. 73% of customers fall in love with a brand because of friendly customer service representatives.** Quite often, new customers encounter the same issues that would flood customer support if they were all channelled to your support desk. For example, consider a company that produces an internet-enabled smart device. Less technically savvy customers will likely contact support to troubleshoot initial connectivity issues which can quickly be resolved by peers in the support community. These questions and answers form a crowdsourced knowledge base that will allow customers to help themselves without any intervention from your team. Furthermore, these questions will feature in external search results, driving more traffic to your site. Sales The primary purpose of your community may have initially been to help support your customers, but it quickly becomes a valuable resource to help drive sales. Your support community will be a relaxed place where customers talk to each other honestly and openly. They will be less inhibited than they would if they were talking to your sales agents. Customers might be discussing a need for more functionality that you have in another product or service. Your sales team can move these conversations from the community to your CRM to curate new sales leads. 72% of customers will tell 6 people or more if they have a satisfying experience. - Esteban Kolsky Customers that have had positive interactions with their peers and members of your support team will become advocates for your brand. They will help sell your product over social media and among their friend circles. Given than 90% of customers are influenced by a positive review when buying a product*, having brand advocates is critical to your growth. Marketing There are several costly routes to learning about your customers and their wants and needs. You can conduct external surveys, or pay for research groups to look at your products and offer feedback. 56% of customers don't mind sharing their personal information in exchange for better service.** The most effective method is to look at your community. Your customers will be posting their thoughts daily. They'll tell you exactly how they use your products, offering you valuable insight into the problems they are solving with your product. This information should be used as the basis of new marketing campaigns. Project Development Your support community is a direct line to your customers. You no longer need to use external tools and services to determine which features you should add next. You'll be told directly! 55% of customers are willing to spend more money with a company that guarantees them a satisfying experience.** You'll find that some feature requests bubble up regularly. These are the ones you will want to move to your product roadmap. Invision Community allows you to segment your community into private areas for beta testing. Your developers can interact with this group to work directly with your customers to shape new functionality. Harnessing analytical data will inform development decisions. Invision Community can track keywords in user-generated content. If you have released a new feature, you can track how often it is mentioned in conversations to monitor its uptake. 52% of customers believe that companies need to take action on their feedback.* Setting up your Invision Community Now we've looked at the compelling reasons you should create a support community around your products, let's take a look at how to set up your Invision Community. Support Desk Invision Community has a fully-featured built in support desk functionality. Commerce has all the features you need, including multiple support desk categories, reply by email, pre-written reply templates and private notes. However, if you already use another support desk such as Zendesk then our API tools mean that Invision Community can integrate with your existing support flow seamlessly. Keyword Tracking Invision Community allows you to track how often specific words or phrases. This is useful to monitor which of your products are trending or monitoring uptake on new features. To set this up, visit the Statistics section of the Admin CP. Question and Answers To formalize a support or ideation area within your support community, Invision Community offers a Question and Answer forum type. Question and Answer forum types allow your members to post questions and enable other members to upvote the questions and replies. Your support team can also flag specific responses as the "best answer" which turns historical questions into a crowdsourced knowledge base. Showcasing Great Content Invision Community has several tools to highlight great customer-created content. You can pin topics, and feature specific replies within those topics. You can also convert posts into new articles within a formal knowledge base or blog to further help your customers find the right answers to their questions. Extensibility Invision Community has OAuth and a REST API out of the box. This means it's trivial to extend Invision Community to work within your existing flows. Integrate Invision Community to your SalesForce CRM and Zendesk support systems seamlessly. Create a federated search to integrate your external knowledge base with client-generated knowledge. The options are limitless, and we can take care of any custom integrations for you. If you have any questions, please let me know below, or contact us to see how we can help you harness the power of community for your business. * https://www.customerthermometer.com/customer-service/customer-service-and-satisfaction-statistics-for-2019/ ** https://www.qminder.com/customer-service-statistics/ View the full article
  27. Emotion is energy in motion. Today’s article is the last element in our Sense of Community series, and it’s also the most powerful. It allows new communities to win over legacy ones; niche communities to triumph over generic platforms; and impassioned communities to outlast everyone. It’s also the hardest element to cultivate. What is it? According to a survey by psychologist Dr. Jenny Fremlin, shared emotional connection accounts for the single largest factor of community-building. In fact, almost half of all respondents in her research identified shared emotional connection as the factor most important to their community. How do you cultivate the principle of shared emotional connection? New Members For new members, your goal is to initiate them in your community’s rituals and connect them with other outstanding members who will help reinforce your community’s spirit. Induction – Joining your community should be the beginning of a member’s community story, which means leaving a part of himself behind and fostering a new selfhood for your community. Make induction an important part of onboarding a new member. Honor his new membership with community gifts. Require him to fulfill rituals that are unique to your community. Demand that he open himself to the community, the challenges he faces, and what he hopes to receive. By doing so, you are asking the new member to invest a part of their emotional selves in the community from the very beginning. Greater Contact – The more that people interact, the more likely they are to bond. Just like in the real world when a new visitor walks into a room and no one talks to him, he’s likely to leave. But if you can introduce him to other members, invite him to a table with other new members who also recently joined, or connect him with a mentor, then he’s more likely to stay. You can accomplish the same in your community. Connect members as much as possible, which spark new friendships. Existing Members For existing members, deepen their sense of shared emotional connection with these strategies. Community Story – Develop a story for your community, a narrative that is being written by and for members. It brings all members together in a common sense of history, and even though not all members may have participated the entire time, they identify with the story. Why was your community founded? Are you tackling a challenge in the world? Did you undergo a major obstacle? Are you aspiring to improve the world? Where are you going? Write down your past, present, and future and invite members into the living story of your community. Community Projects – All too often, community admins launch projects on their own or with an inner circle of staff. Launch a project that’s open to everyone, where all members can participate, give feedback, and contribute. Define a beginning and end to the project, which helps members with closure and remembrance (“Did you remember the time when we helped on XYZ project?”) . Industry Changes – What are disruptions that are happening in your field or industry? Is it affecting anyone you know? How do you feel about it? Is it positive or negative? How significant is the change? Use these shared events to get people disclosing their emotions about these disruptions, which helps form an emotional connection with others who are experiencing the same. The strongest bonds are among people who undergo a crisis together. Honor & Humiliation – Finally, the personal growth of members is punctuated by the highs and lows of their membership from rewards that highlight special achievement to penalties that discipline bad behavior. These moments of recognition and humiliation unlock joy and pain, which emotionally bond the member to your community. The strongest emotional bonds are experienced by those who traverse the greatest emotional journey – they come to your community as immature or inexperienced, and through rewards and moderation, grow to become a better person through your community. [Insert pretty photo on shared emotion] Members visit your community for all sorts of reasons. But out of all reasons, one stands above all others: shared emotional connection. There’s no one way to cultivating a shared emotional connection. Every community will be unique. You and your Invision Community must write your own individual story, cultivate your own special volkgeist, and honor and humiliate members in your own extraordinary way. The energy and emotion of your community will be uniquely yours. In the end, you want to foster your own “community of spirit” among members, an exceptional sense of purpose and friendship wrapped in shared emotion that no other community can match. View the full article
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