This past September at BlogWorld Expo, my co-Kommein conspirator David Peralty and I hung out in the blogging lounge and had a little discussion about community forums. Specifically whether or not it’s a good idea for businesses to have a community gathering place. David wasn’t so sure he liked forums as they’re a lot of work to moderate, and as David showed me with his own company’s forum, the most popular folder is the one designated for complaints and technical support issues.
Personally, I’m a huge fan of community forums. I find they can really bring a community together - moreso than comments or social networks. It gives a bunch of like-minded people the ability to carry on a continuous conversation without word limits and it’s a great way to for folks to share ideas, help each other out and cultivate friendships and relationships.
The place I work recently launched a forum and I’m about to open one at the blog network I own. David was right. So far, the most comments have gone to the technical issues folder. Now mind you, we’re only a couple of days into the forum, but I did expect a bit more of the warm and fuzzy. Something else to keep in mind is that the company I work for just launched a major website redesign and the regulars are feeling a bit out of their comfort level. I’m willing to give the complaints about the relaunch a bit more time as the community gets used to a new interface.
The good news is that the forum has eliminated a lot of the email the team gets on a regular basis. Instead of emailing technical support or customer service, folks post at the forum. Our team visits regularly and responds in kind. I also enjoy watching everyone discuss and share.
A couple of days into it, I’m glad we launched a forum. Yeah, the technical issues folder is a thorn in my side, but isn’t it our job to find out what works and what doesn’t? I’m still a big fan of forums. They’re a great place for the community and team to interact and they bring everyone closer together. I’d rather not be in the dark about what my community is thinking.
I’d love to learn your thoughts about community forums. Is it better to not know what your community is thinking?
{ 2 comments… read them below or add one }
Deb:
Forums are certainly a tool that can be used in building online communities. They are for nearly every one of our clients at LiveWorld. But that’s not to see that tool is a must. It really depends on your business goals and needs/wants of customers.
As for the early action in your new community forums going to technical support/complaints, give it time. Communities take time to grow and mature — usually a minimum of 3-6 months –and the discussion topics will undoubtedly expand as you go. Make sure you’re doing all of the right things along the way as community manager — welcoming new members, connecting them with each other, sparking new discussions (seeding content, as appropriate), surfacing top content/discussions in in the right places, etc. — and your community should grow and thrive!
Bryan | @BryanPerson
LiveWorld
Hi Bryan, I agree. It does take time to build up a forum, and also folks really DO want a place to ask and seek technical help.
My community at FWJ has been asking me for a forum for years and we’re finally getting that going. Now that we have several thousand visitors a day, I’m ready. My fear was having a party and no one showing up.