Social Media & Communities
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Framework for Evaluating Online Community Platforms, Version 3
How to Evaluate Solutions that Enable Online Customer Communities
by Matthew LeesOnline communities can empower customers and strengthen relationships between them and your company. This happens via careful planning, sufficient resources, and using the right tools. This updated framework will help identify the one that’s best for you. -
Business Week's Business Exchange
A Good Example of Crowd Sourcing and Social Networking
by Patricia SeyboldBusiness Week’s Business Exchange is a crowdsourcing adjunct to Business Week. Readers post links to interesting articles and blog posts they’ve found on other publishers’ sites or written themselves. Business Exchange uses three best practices in social media. -
Why Twitter Rules and What to Do About It
The Six Best Uses of Twitter for Your Organization
by Patricia SeyboldWhy should your company "tweet"? How and why should your team be monitoring twitter? Here are the six most powerful ways that companies can use Twitter to connect with customers and would be customers, along with plenty of real-life examples. -
Best Practices in Corporate Blogging
How Your Organization Can Run a Successful Blogging Program
by Matthew LeesWhile blogging isn't a new communications medium, many companies are still getting the hang of it. Blogging takes commitment. But the many benefits can be attained by following best practices such as framing blogs as an ongoing program. -
Community Surfing
What You Can Learn from Communities You Don’t Own
by Matthew Lees“Community Surfing” is learning from external communities which you don’t own. These communities contain a wealth of information that can be a source of insights, provide a glimpse into industry trends, and give you ideas to use in your own community. -
Foster Community
Strengthen Relationships and Help Customers Help Each Other
by Matthew LeesIn this updated version of the eighth critical success factor presented in Customers.com, we discuss how fostering community can attract new customers, strengthen relationships with existing customers, and deliver many other benefits for your business. -
Measuring the Success of Online Communities
A Customer-Centric Approach to ROI
by Matthew LeesA successful community is one in which members’ objectives—their Customer Scenarios—are met. This report outlines 7 steps in building a business case, and discusses key metrics to define success for specific Customer Scenarios. -
Best Practices in Acquiring Customer Community Members
Making It Easy and Worthwhile for Customers to Join
by Matthew LeesJust about all online communities need to acquire new members on a regular basis. This report, a companion piece to our “Best Practices in Engaging Customer Community Members,” discusses proven ways of acquiring new community members. -
Building Professional Peer Communities
An Interview with Vanessa DiMauro, Principal, Leader Networks
by Matthew LeesProfessional Peer Communities are built around a specific topic, industry, or discipline. To explore these communities, we spoke with Vanessa DiMauro, principal of Leader Networks, who has been a virtual community builder for more than 15 years. -
Integrating Community into Customer Support
What’s the Ideal Relationship between Customer Support and Your Online Customer Community?
by Matthew LeesThis report discusses the primary challenges involved and ways to address he task of integrating an online customer community into your existing mix of service offerings within your organization. -
Pan American Health Organization
Using Online Meeting Software to Collaborate on Addressing Health Issues throughout the Americas
by Ronni MarshakOur interview with Bob Rodrigues of the Pan American Health Organization spotlights how the multinational group uses the Elluminate Live! online conferencing tool to increase the number of people able to attend important meetings. -
A Social Networking Primer
Understanding the Basics: Connecting, Sharing, Finding, and Tagging
by Matthew LeesThis report covers the basics of online social networking, presenting background and context, and describing some of the most popular and successful social networking sites. -
Online Customer Communities Are Strategic
Why We All Need to Build a Core Competency in Nurturing Customer Communities
by Patricia SeyboldVibrant customer communities are a hallmark of businesses that lead in product and service innovation. Here are a few tips to nurturing and spawning online customer communities. -
Best Practices in Engaging Customer Community Members
Making It Easy and Exciting for Your Customers to Participate
by Matthew LeesStarting an online community is just the beginning. To build it, you’ve got to engage your customers. Implementing best practices to challenge, empower, and motivate your customers will enable it to grow and provide value over time. -
Cisco Systems
Growing a Vibrant Online Community for More Than a Decade
by Ronni MarshakCisco supports its customers with interaction-based customer support and a thriving online community of networking professionals. -
Enabling Customer Communities
Things to Think About When Selecting an Online Customer Community Platform
by Matthew LeesOnline customer communities are growing in acceptance, functionality, and complexity. Customer expectations are high, but so is the value you can offer and derive. Selecting the right platform is the first step in building a successful community. -
Bathing Your Organization in Real-Time Customer Context
Using Online Communities to Understand Customers’ Passions, Issues, and Needs
by Patricia SeyboldLearn how a number of consumer companies—Hallmark, Unilever, Kraft, RC2 and Charles Schwab—are using vibrant online customer communities to help them design and market their products. -
A Blogosphere Primer
Understanding the Basics: Blogging, Syndication, Reading, Searching, and Tagging
by Brenda MichelsonBlogging, and the blogosphere, are experiencing phenomenal growth. In this primer, we explain the blog and blogosphere basics, including blog structure, authoring, syndication, searching, reading, and tagging. -
How the Blogging Community Accelerated Tsunami Relief
Blogs and Wikis Are Providing Instant Visibility, Information-Sharing, and Coordination
by Patricia SeyboldDisaster relief in the wake of the earthquake and tsunami disaster that hit the shores of Southeast Asia and Africa has been accelerated by the rapid response of the blogging community. -
Pervasive Instant Messaging
Moving toward an Asymmetric Contextual Model for Business IM
by David MarshakWith IM and telephony converging, the challenges and opportunities are increasing for effective real-time collaboration.
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