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Community Rx:
Monitoring and Improving the
Health of Your Online Community
Susie’s company just launched their
first online community.
They emailed everyone
in their database, took
out some online
advertising, spread the
word through a press
release and men...
But after an initial flurry of interest,
signups have come to a halt.

Community Registrations
Most of the users just aren’t
engaging with the content.
After just 6 months,
Susie’s manager was
considering scrapping
the community.
But Susie wasn’t ready
to so easily throw in
the towel.
She knew the value an engaged
community could bring to her
company’s business.

Community Engagement

>

Brand Loyalty

>
...
That’s why she conducted a
community health check.
First, why weren’t
people filling out the
intake form?
First, why weren’t
people filling out the
intake form?
Were unregistered users
able to access too much
content?
First, why weren’t
people filling out the
intake form?
Were unregistered users
able to access too much
content?
Did the reg...
Second, Susie took her community’s pulse.
Second, Susie took her community’s pulse.
By mapping out new
and existing members’
current activities, she
had a better pi...
Next, Susie compared current usage
to the past 3 months.
Next, Susie compared current usage
to the past 3 months.
Existing users were
slowing down in their
activity.
Community content
creation—from
discussions to
suggestions to user
created content
submissions—were
all flat.
Community content
creation—from
discussions to
suggestions to user
created content
submissions were
all flat.

…But there w...
A small core of
passionate community
members were
engaging with
every post.
A small core of
passionate community
members were
engaging with
every post.
Sometimes even
before Susie had a
chance to re...
And even the users who
weren’t actively creating
content were logging in
a few times per week to
see what was new.

LOGIN ...
And even the users who
weren’t actively creating
content were logging in
a few times per week to
see what was new.

LOGIN ...
And even the users who
weren’t actively creating
content were logging in
a few times per week to
see what was new.

LOGIN ...
The community members wanted to
engage with the community.
The community members wanted to
engage with the community.
And Susie was determined to figure
out how to best support them ...
With the results of her community’s health check
in hand, Susie built an engagement plan
targeting her existing users.
And her #1
recommendation was
formalizing the role of
community manager –
and raising her hand to
take it on.
engagement

After 1:1 outreach to her community’s influencers, and
working to improve areas she identified as needing
some T...
…And now Susie knew
what signs to watch for,
to ensure the community
wasn’t in critical
condition again.
And Susie’s community grew
healthily ever after.
For help with assessing
and improving the
health of your online
community, download
our free e-book “A
Health Check for Yo...
ABOUT DNN
DNN provides a suite of solutions for
creating rich, rewarding online experiences
for customers, partners and em...
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Online Community Rx: Monitoring and Improving the Health of Your Online Community

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Meet Susie. Her organization has an online community. Her community members were not engaging and activity was starting to drop off. Rather than throw in the towel, Susie decided to analyze community health metrics to determine where to devote her attention. View the full SlideShare to see the fate of our heroine!

Online Community Rx: Monitoring and Improving the Health of Your Online Community

  1. Community Rx: Monitoring and Improving the Health of Your Online Community
  2. Susie’s company just launched their first online community.
  3. They emailed everyone in their database, took out some online advertising, spread the word through a press release and mentioned it on Twitter and Facebook.
  4. But after an initial flurry of interest, signups have come to a halt. Community Registrations
  5. Most of the users just aren’t engaging with the content.
  6. After just 6 months, Susie’s manager was considering scrapping the community.
  7. But Susie wasn’t ready to so easily throw in the towel.
  8. She knew the value an engaged community could bring to her company’s business. Community Engagement > Brand Loyalty > Profits!
  9. That’s why she conducted a community health check.
  10. First, why weren’t people filling out the intake form?
  11. First, why weren’t people filling out the intake form? Were unregistered users able to access too much content?
  12. First, why weren’t people filling out the intake form? Were unregistered users able to access too much content? Did the registration page make it clear what the benefits were for registered users?
  13. Second, Susie took her community’s pulse.
  14. Second, Susie took her community’s pulse. By mapping out new and existing members’ current activities, she had a better picture of current engagement levels.
  15. Next, Susie compared current usage to the past 3 months.
  16. Next, Susie compared current usage to the past 3 months. Existing users were slowing down in their activity.
  17. Community content creation—from discussions to suggestions to user created content submissions—were all flat.
  18. Community content creation—from discussions to suggestions to user created content submissions were all flat. …But there were some bright spots.
  19. A small core of passionate community members were engaging with every post.
  20. A small core of passionate community members were engaging with every post. Sometimes even before Susie had a chance to reply.
  21. And even the users who weren’t actively creating content were logging in a few times per week to see what was new. LOGIN NOW! Username JoeMaximus12 Password ************ Login
  22. And even the users who weren’t actively creating content were logging in a few times per week to see what was new. LOGIN NOW! Username JoeMaximus12 Password ************ And that frequency kept increasing each month. Login
  23. And even the users who weren’t actively creating content were logging in a few times per week to see what was new. LOGIN NOW! Username JoeMaximus12 Password ************ And that frequency kept increasing each month. Susie bet her boss wasn’t aware of that. Login
  24. The community members wanted to engage with the community.
  25. The community members wanted to engage with the community. And Susie was determined to figure out how to best support them to make that happen.
  26. With the results of her community’s health check in hand, Susie built an engagement plan targeting her existing users.
  27. And her #1 recommendation was formalizing the role of community manager – and raising her hand to take it on.
  28. engagement After 1:1 outreach to her community’s influencers, and working to improve areas she identified as needing some TLC, the next month’s engagement rates started climbing up. time
  29. …And now Susie knew what signs to watch for, to ensure the community wasn’t in critical condition again.
  30. And Susie’s community grew healthily ever after.
  31. For help with assessing and improving the health of your online community, download our free e-book “A Health Check for Your Online Community”
  32. ABOUT DNN DNN provides a suite of solutions for creating rich, rewarding online experiences for customers, partners and employees. Our online community solution is called Evoq Social. Visit our website to learn more.

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