Guiding discussions is the key to online community success. I have been teaching for many years that there are three key components to successful Web sites; content, community and commerce. There are two things that often happen when I consult with a business owner or publisher as they contemplate the launching of a community section of their web site. (When I say “community section”, I mean an area on the Web site where users can chat, post, share with other users, upload personal photos, etc. See my blog entry, Online Communities and the Law of Nature for more info. ) These two choices are either, (A) no we do not want the users to contribute for fear that they will post something that is inappropriate or will affect our advertisers or (b) lets allow users to share and see where it goes. All too often these quick choices will yield the wrong results. In brief, both of these thought patterns are wrong.
Creating a fraternal environment on your site is very important. You want users to come back often. This does not mean that they expect you to open up your site and allow them to trash each other, your advertisers or your business/magazine. Since birth humans are looking for leadership. They are looking to be guided. But, just like raising kids, you can go too far and then your users will rebel. Guiding or leading the discussions online is the first secret to success. Editing or censoring posts is also a recipe for disaster.
Create discussion forums that drive around your “theme”. If your “theme” is graphic design, create forum subject topics like, Software, Classes or Design Tips. If you are in a business or your magazine covers a “how to” driven theme, you are in the perfect business for success online. An Ask The Experts forum will allow your staff to been seen as the experts and allows you to tailor the discussion forums toward a simple yet thoughtful discussion on specific topics. In addition, it allows you to welcome your advertisers into the discussion as they are also experts in their respective fields. Remember users do three main things online; e-mail, research and seek entertainment. Your specific theme driven forums answer two of these calls to the Internet. For example, House and Home Magazine, a client of mine, is in the home décor, renovation and high end remodeling business. Their Ask the Experts forum found at www.HouseMagazine.com have been broken down into four areas that they feel will complement their magazine and four areas they know they can cover from a staff perspective. Just 24 hours after launch they had their first question from a user. Let the fun begin. Another parenting magazine I found online broke their forums into three sections; infants/toddlers, k-8 and teens.
Being specific with your topics will not eliminate the problems that come from disgruntled users or “negative Nancy’s”, but it will give direction and allow you to control the direction of the conversation. Allowing users to create the main subject headings is a sure way to open up your site to topic categories like “I hate Hillary Clinton, do you?”.
IMPORTANT TIPS TO REMEMBER: Never have a forum topic like Miscellaneous or Other. This is one of the worst things to do in the community space. Ask your forum/community provider to provide each user that is signing up with a “terms of service agreement” that they must agree to before they can post on your site. Never allow your site to be used against you. Deleting negative posts in not censorship, it is smart. But, if an advertiser is getting bashed online, invite the advertiser to defend themselves before you simply delete the post. Often, the advertiser can make themselves look very good online.
The views of Ryan Dohrn are 100% personal in nature and do not represent the views of his employer, any other person, company or entity in any way. Any similarly is coincidental in nature.
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